My Review Of Mercedes-Benz of Tucson:
I had taken my car to be serviced in Los Angeles on Monday, February 27, 2012 (they resealed the oil gasket as there was a small oil leak). The next day I was driving from Los Angeles, California to El Paso, Texas on my way to my uncles funeral and during my drive the oil level light had come on. I called back to Los Angeles and explained to them what had occurred at which point they explained that everything was ok, that I should stop by a Mercedes Dealership and explain to them what work they had done and that it was probably the Oil Level Sensor that need to be replaced of the electrical wire need to be checked. Since I was on the road had idea where the closest Mercedes Benz dealership was, they gave me the name of the closest Mercedes Benz dealership which was Mercedes Benz of Tucson as well as the address. I arrived at Mercedes Benz of Tucson and pulled up to the service department area and waited as every other Mercedes Benz dealership I have been to the service team would come out and meet you. No one came out so I proceeded inside to speak to someone. I stopped a gentleman that was walking by and explaind to him that I needed my car serviced at which he directed me to a desk where Mrs. Tanya Griffith, service advisor was sitting. I explained to her what had occurred and explained to her what had been explained to me about the oil level sensor. She stated that they could look at my car at which point I gave her my infomation, she went outside got the mileage information. She showed me the waiting area and said she would let technician know the information that I had explained in reference to the oil level sensor. About an hour later she came back and stated the technician said it was a leak in the cam and that it was not the sensor. I explained to her that whatever needed to be done I wanted to make sure it was taken care of since I still have a six hour drive and I did not want anymore lights coming on. She stated it would be taken care of. Once my car was ready I paid and upon my walking out with Mrs. Griffith I stated everything is taken care of and no oil level light will be coming on and she stated yes. With that I set forth on my journey and everything was going great about an hour out of Tucson, the oil level light came on again. I immediately called Mrs. Griffith back and told her what had happened, she said let me talk to the technician and I will call you back. I continued driving she called me back about 30 minutes later and explained that she had talked to the techinician and he stated that it probably the oil level sensor of which I was very upset. I explained to Mrs. Griffith that what she just told me is exactly what I first told her when I had arrived and that she and the technician said no it was something else. I explained that I was driving and now I have this light on again, which is exactly what I had stopped by Mercedes Benz of Tucson. She knew I was upset and apologized saying that at this point she was sorry that she failed me and that she was going to speak to the Service Manager Scott. By this time I was in Lordsburg, NM, I recieved a call back from Mrs. Griffith at which point she asked if I would like to speak to the Service Manager at which point I spoke to Scott. Being in management myself I got the usual we care but then he goes into this tangen about how the technician went by process of elimination. I explained to Scott that I had specifically told Tanya Griffith upon my arrival what the techinician in California had explained about the oil level sensor that was disregarded instead I was told it was something else and here we were with the same problem. He then started trying to say something about the work I had done in California at which point I explaind to Scott, regardless of what had or had not been done, my oil level light came on, I stopped at Mercedes Benz of Tucson to have that taken care of, I was assured it had been taken care of and obviously it had not since it was on again. He asked when I could go back to Tucson from El Paso, Texas. He said he would get this taken care of and explained what needed to be done. Which is the OIL LEVEL sensor. He stated he would get this taken care of then I get a price quote for $320.00 additional dollars to get this taken care of on top of driving 6 hours. This is ridiculous, being a Manager myself in a service industry never in a million years would I allow anyone of my staff members to provide the level of customer service that I recieved from Mercedes Benz of Tucson, I am going to do everything in my power to make sure that people are aware of the incompetence and lack of customer service I recieved at Mercedes Benz of Tucson. You all should be ashamed!!!!
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Mercedes-Benz of TucsonAdded:
3/15/2012 10:56:17 AM
Thank you for your recent visit to Mercedes-Benz of Tucson. We understand that any kind of service related issues during a road trip can be especially stressful. Our goal is to help our customers get back on the road as quickly and as safely as possible. I’d like to discuss your concerns with our service department in more detail. If you would, please contact me directly at your earliest convenience so that I may further assist.
520-886-1311 Ext: 5006