My Review Of Mercedes-Benz of South Bay:
I bought a car last year from this dealer, process was easy and price was okay. I came in a couple times for services for that car and worked with Paul, who was great.
Back in March, I bought another car worth over $110k at another dealership because Suoth Bay didn't have any of the models that I wanted in inventory. A few weeks later, I got in an accident and the car has been stuck at the body shop for a little over four months now.
The body work was done with the car, so the body shop sent my car to South Bay last Friday to check for codes, alignment, and overall inspection. Called in Monday morning and was told John Steach at service was taking care of my car, told me that it would be done in a day. Called in Tuesday several times, John wasn't at his desk.
I stopped by the dealership in the afternoon to speak to John, and he wasn't at his desk. I asked the guy next to John's desk where he was, and he called John that I was here to see him. John was over at someone else's desk chatting, gave me a look, and went on to chat again for a minute. He finally came over and told me that the car would take a couple more days due to some other problems, which was fine.
I said thanks and keep me updated, went for a cup of coffee, and came back to ask John where my car was because I just wanted to "see" my car. Then John started giving me a look and asked me why I wanted to see my car. I asked if I can't even see my car, then he asked me WHY again. He tells me technically this car ISN'T MINE, it belongs to the body shop because they brought it in. I stare at him for a second and ask, seriously? If I want to "see" my car, he tells me he'll have to get confirmation from the body shop to give me permission to see my car. Is this guy joking me? I buy a $110k+ car, drive it for 3 weeks and get in an accident, didn't drive it for over four months now, I just want to see my car and he tells me that it's not mine and I need permission from the body shop?
I couldn't believe this guy wouldn't let me see my car and I didn't really know what to say. I stood there and stared at him and he tells me stop giving him attitude. He again tells me that the car is not mine, it's the body shop's, and asks why I need to see my car.
What kind of service advisor won't let his client see his car? I understand that dealerships are independent businesses from Mercedes, but I've never seen such poor customer service from a luxury auto dealer. These little things do so much damage to the brand image. Over the past 2 years, I leased two Mercedes and bought one Lexus. I am never buying from South Bay again, especially after knowing that the service department is horrible.
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