Viti, Inc. - Service Center

HORRIBLE CUSTOMER SERVICE & AWFUL SERVICE STAFF!!! I've owned several cars in my past and in all that time never have I been treated with such poor customer service. It's absolutely insane considering I've owned several cars in my past and in all that time never have I been treated with such poor customer service. It's absolutely insane considering the car that we purchased was over $58,000 new at the time. Disappointing doesn't say enough. We walked in where we were not greeted. Not only that, sales reps were standing around just staring us down, a very welcoming feeling if you ask me. NOT. When we were discussing with our service person Russell Machado, who has 27 years of experience there, our gripes with the issues surrounding the car, he kept going around in circles. We were upset that our car had only 119,000 miles on it and his response was golden. "Well your car is older than the new ones." No kidding. He also added by explaining that he had never seen three things go on the car at the same time. Obviously, since you sold us a bad car. We spent 60K on a car and it's now done. He told us that he spent more than 50K on a new Dodge. Not reassuring to hear that as you're not even endorsing the product you sell. After speaking to him further, he admitted that Mercedes Benz had issued several recalls for the model purchased which never felt good to hear. Also, to add further injury, I got him to admit that Mercedes Benz changed the way they did the engine so that if hypothetically, in this case which is what really happened, the customer would be forced to spend more money on the repair. His response? "Correct." Not something I wanted nor was expecting to hear all things considered. The cherry on top? He told me that Mercedes Benz wasn't in the "Sales Business," they were in the "Rental Business." Russ added at least you didn't spend $200K on the car behind you referencing the AMG behind us as if that was supposed to make us feel better. It didn't. Most Mercedes Benz owners aren't keeping their cars for more than 3 - 4 years now a days. If you buy a car that's 3-4 years old, make sure it's not a Mercedes and make sure it's not at VITI. My advice for anyone looking at this dealership? STAY AWAY!! The repair facility and the staff are only looking for one thing. YOUR MONEY. They don't care about you as a person. To say that we walked away from there disappointed would be the understatement of the year. I will never spend money on a Benz again. Forget about the fact that I had the money to drop on a new one if I had wanted to. Congratulations Russ and everyone at VITI, you lost a loyal customer who had purchased several cars from your dealership. More

Arrogant service starr. Broad daylight robbery. My worst experience ever. I called to schedule appointment for a problem with my power seat. It was not moving forward/backward. Dropped the car in a My worst experience ever. I called to schedule appointment for a problem with my power seat. It was not moving forward/backward. Dropped the car in and I got a call on the next day. Ive been informed that my fore/aft motor is burned out and that is the reason for my seat malfunction. They quoted a price (parts, labor, etc) total of $850. I did some research and I got a better price, way better as a matter of fact. $350 from Mercedes-Benz of Warwick. So I called Viti again and I declined the repair. Got there couple hours later to pick up my car, and they handed me a bill for $200. I was surprised, so I asked my service advisor Ray Machado why am I being charged $200. What I got for an answer was so rude and arrogant. "Well someone has to pay the guy to work on your car, you know? I'm not paying him and someone has to. So...." Really? I felt like I am in some local neighborhood car repair joint, not like in a Mercedes-Benz dealer. I understand the estimate for the repair costs money, but thats not the way to put it out, or maybe thats just how I think. It still felt like a lot of money just to check it out, but again maybe that is just me. The other thing is, as soon as I said that I feel that $200 is too much, he was like "Ok, I will lower it to 132 for you, how does that sound?" How does that sound? Is that an auction or something? Sounds like you just made up a number to charge me. Horrible. And then .... I get into my car and voila - my seat is working again. I thought the motor was burned out? Got inside to ask Ray about it, same thing. The guy was making fun of me. " Ooh looks like you gut lucky there, for a little bit. That motor is going to burn out eventually. Maybe a week or too, but you're going to run out of luck eventually. Make sure you set it in a position thats good for you so when it burns out you will be OK" ... and he winked.... My dad has always had Mercedes and we always had it serviced in Mercedes of Boston before I moved out of the house. Never got such a horrible treatment. I don't feel like a customer should ever be treated like this at such establishment. The price is something else, but the treatment itself was terrible. Save yourself some money and nerves. If you don't trust me, just go there, get a quote on a service and then spare 5 min and call around the other Mercedes dealers to get a quote on the same service - automatic savings of $200-300 guaranteed. Never ever getting my car serviced there again. More

Switch and bate, beware when getting your car serviced here I had an experience with Viti Service and parts department which was not pleasant. I had to replace my old wiper blades which were working fine but l I had an experience with Viti Service and parts department which was not pleasant. I had to replace my old wiper blades which were working fine but left streaks. So i I purchased some new wipers for my C280 from Viti. I installed them myself and one blade did not work properly. I returned to the part person and he said he could not help me and that I needed to see the service department. So I went to the service department. My normal service adviser was not in the office and so I was referred to another person, but would have to wait. I was not happy with this since it was a simple wiper blade warranty issue. After voicing a complaint and escalated to the service manager they helped me, but were very unpleasant about it. You could cut the air with a knife. In the end they said the blades were not the problem, and the problem was with the wiper arm and it would cost me $280 plus installation. The problem was not with the arm because the old blades worked fine. They wanted to charge for a new wiper arm instead. I had two Benz serviced by Viti and stopped going because of similar issues years ago. I was disappointed that they and Mercedes had not changed. I left and will never go back to this dealer again nor will I ever purchase another Mercedes nor a Volvo from this dealer. More

Time to look for another dealer I have an E Class and an 2015 ML - which was recently serviced at the dealer. I used to love the dealership, until they changed the way they schedule I have an E Class and an 2015 ML - which was recently serviced at the dealer. I used to love the dealership, until they changed the way they schedule service. I don't get to talk with an advisor... I talk with a scheduler who doesn't know me. At my last service work wasn't done that I paid for & the car wasn't ready when promised. They are concerned about the review that customers give to Mercedes, but they should be more concerned with great service. More

Sales and Service i purchases my Mercedes 2006 S500 in 2008 from Viti. I started bringing my prior Mercedes to Viti in 2007. I have received exceptional service for se i purchases my Mercedes 2006 S500 in 2008 from Viti. I started bringing my prior Mercedes to Viti in 2007. I have received exceptional service for several years. I now send my corporate Volvo there for service as well. My corporate headquarters is inWebster MA. Its worth the drive. More