My Review Of Mercedes Benz of West Chester:
This is my first time taking my car (which is my first Mercedes after owning a slew of BMWs) to West Chester and it was, without a doubt, the absolute WORST experience I have ever had when dealing with a service center. Both the Asst. General Manager (Andrew George) AND the Service Manager (Bernie Gunn) of Mercedes-Benz of West Chester grossly lack professionalism, accommodation, and customer care. It has been one headache after another ever since I got involved with this service department.
When my car first had to be brought in for service, I waited 7 HOURS for Mercedes Roadside to send a tow truck. When my car finally arrived at their facility, I picked up the loaner vehicle and was on my way, totally frustrated that they caused me to miss half that evening's shift at work (I am an Emergency Department physician). Later that evening, on my way home from work, the loaner car's front two tires suddenly went flat, leaving me stranded in a dangerous area in the middle of the night. I left the car in a supermarket parking lot and took a taxi home, totally unprepared for the hellish following day.
With only a few hours sleep, I got up at 6am to take a taxi back to the disabled loaner vehicle where I would wait for Mercedes Roadside, once again, to send a tow truck. Only this time it didn't take 7 hours; it took almost 11 HOURS for the towtruck to arrive to pick up the loaner, causing me to miss half that evening's shift at work. Not only did I never receive a reason why they gave me a lemon for a loaner, but never even heard a single apology from anyone!
When I went to pick up my car after service was completed, I was told that I'd have to wait until the check clears before they release my car, which, as inconvenient as it was making that 40 mile round trip ONCE AGAIN, was understandable. Even though someone from service who we spoke to the day prior (Dave), completely aware of the situation with the check, assured us that there wouldn't be any problem. For the inconvenience of not being able to take my car and BECAUSE OF the mixed messages I was receiving from their staff, I asked for a loaner car until the payment cleared. That's the least they could've done to make a great impression on a new client, right? WRONG! In fact, Mr. Gunn, unwilling to sympathize with ANYTHING I had to say, just flat out told me "No," explaining that because I was a new client, he was unwilling to accommodate me the same way had I been a repeat client. So, let me get this straight: This dealership discriminates against first time clients, only offering preferential treatment and accommodations solely to those who have been there in the past? Yet another slap in the face from this dealership!
The $1,255.00 check I presented them for payment, which was written on a new estate account through TD bank in my parents' name, cleared out of the account two days later, which I have proof of that it was collected by their bank, Wells Fargo. When I called at 8am to inform them that the money has been collected from the account, I was then informed that I had to wait until the Service Manager, Bernie Gunn, verified with their accounting department that they were paid. He'd call me "right back," he said. Fine.
I waited around for Mr. Gunn to give me a straight answer from 8am until 12:30pm, at which point he told me he couldn't release my car to me because "we still cannot verify that the check will clear." WHAT? I explained to him NUMEROUS TIMES that THE MONEY CAME OUT OF THE ACCOUNT and WAS COLLECTED BY WELLS FARGO BANK and that my mother and I had the cancelled check right in front of us. He kept repeating, like a robot, "I need to make sure the check didn't bounce." How are they not able to verify that their bank collected my payment? I'm able to see it from my end, so shouldn't they see it from theirs? Total nonsense! And to top it all off, I then received a call from the Asst. General Manager, Andrew George, who spoke obnoxiously and offensively to me over the phone, implying that I should have expected this and how this was somehow MY FAULT, asserting that I "should have been prepared with another form of payment."
So basically, my car is being held hostage over these peoples' stubborn incompetence and administrative red tape. I was actually considering buying a new car from West Chester this coming January, 2015, since the place looked so nice inside. After this fiasco, I will NEVER set foot in that place EVER again. Looks seem to be the only thing this place has going for them because it definitely isn't their dedication to customer satisfaction!
Prior to this Mercedes, I am a long time BMW customer of the past 10 years, and within those 10 years I owned a total of 9 BMWs. Owned. Not financed, not leased, OWNED. After this nightmare of an experience with Mercedes, I wholeheartedly REGRET leaving the BMW family. In fact, Otto's BMW (both service AND sales departments), which is directly across the street, NEVER gave me an ounce of trouble nor have they ever treated me with such callous disregard as a client and a professional.
If it takes $1200, some missed time at work, and disrespectful,PURPOSEFUL inconvenience from the management staff at MB of West Chester to avoid me paying tens of thousands in the future toward other vehicles (and further aggravation), then SO BE IT. Lesson learned!
As soon as I get my Mercedes back, I'm taking the title to my car and going directly across the street to Otto's, trading it in toward a new BMW, and saying GOOD RIDDANCE to Mercedes-Benz!
Contrary to the response MB of West Chester posted under my original review, when I was finally permitted to regain possession of my vehicle, NO CREDIT OF ANY KIND was offered or provided to me. Aside from being lied to once again, now there is no sound coming out of any of the speakers in my car! I tried the radio, navigation, CD player, etc. and nothing works. My radio was working perfectly fine when I brought my car in for service, and now I'm given a car back with no sound? Was it spite work because I posted a negative review? I AM AT MY WIT'S END WITH THIS PLACE!
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Mercedes Benz of West ChesterAdded:
6/26/2014 5:25:22 PM
Dear D C
Anytime we fail to deliver on the promise of excellence represented by the Mercedes-Benz brand we are disappointed. We have reviewed the events you have described in your review and wish to let you know that we have opened a case with Mercedes-Benz corporate to express your, and now our, dissatisfaction with your Roadside Assistance experience. You are absolutely correct that any wait over an hour is unreasonable. We will continue to seek answers to the delays which caused you such great frustration. In regards to your vehicle being in for service and the ability to pay for it. Our concern started when, as a first time client, you had left your vehicle in our possession for over 30 days. This duration by itself is typically a reason for concern. When you came to retrieve your vehicle you presented us with a third party check. It was a starter check on a new account, with a signature on it other than your own (at the time, you shared with us that it was your mother's signature). All of these individual details are included when designing a policy relative to accepting payment. It is our company policy, as it is almost all businesses, to not accept third party payment for either sales or service transactions. We apologize if this policy was a surprise and how it disrupted your plans relative to picking up your vehicle. It is never our intention to compromise our commitment to satisfying our clients, and a policy like this is typically in place to protect all parties. We appreciate your feedback and will revisit our current process in order to avoid all of the listed concerns and ultimate dissatisfaction. As a token of goodwill and as an apology for your Roadside experience we would like to discuss a credit at your earliest convenience.