"The WORST Management Proven after phone conversation"
Spoke with what they consider guest relations, Scott, after sending a letter to everyone in management.. Pacifistic at best. Spoke down to me. In addition informed me of what good friends he and Mr. Sarvey are and how they just got back from travelling together. He spent most of the conversation demeaning me and then trying to find out how they could sell me a car. Selling me a car was all he cared about; moving a unit. Being my letter stated my profession, which is to build businesses, he assumed I was looking for a job with my dissatisfaction. This was amusing as I work with private CEOs and COOs not corporations. The team building I do involves individuals of high net worth that want to strengthen their team. Unfortunately, this further proved to me the mentality instilled in the management. I expressed that this is an exercise in futility as we are not discussing the issues or resolution. I wished him the best and he wanted to know when I would come back in to buy a car. Joke.
James Sarvey: Arrogant, Rude, Inconsiderate, Unethical, just a few words to describe this senior sales manager.
Tom Johnson: Wonderful, Knowledgeable, Friendly, Polite, Funny, Expert, so many more to describe how terrific this man is.
Unfortunately, within a minute of James he destroyed the fabulous experience I was having. This one man killed a sale with his attitude and mouth as well as his utter cluelessness on how he was making us feel. I felt horrible for Tom but knew there was no way I would buy a car here until I handled the situation with higher management.
Well I learned quickly why this man is where he is and why his behavior is acceptable. You see all the people that email you pretending they care and offering to inform Mr. Garth Blumenthal, either never do or if they do then clearly Mr. Blumenthal is ignoring the issues brought to his attention.
A company is only as good as the expectations set from them.
As a business owner that has grown a business to a relative size and has been fortunate enough to be able to afford much I learned that my business grows from what is planted.
Fletcher Jones needs an involved owner, a new GM, and a good hard look at their sales managers. As for the owner, he needs to stop riding the "biggest MB dealer..." mantra and focus on Newport Beach as it is not the dealership that is making you ....... we are all aware.
James Sarvey is a disgrace to the reputation Mercedes-Benz has built for itself. More over he is a disgrace to his profession and hinders his salespeople. BTW this review is from a March visit as I am still waiting for the GM call.
"Best Sales Manager James Sarvey"
Salesman John Halaka was so considerate and accommodating. Car expert Tom Johnson was incredibly friendly and kind while his expertise on the car was second to none. And if it wasn't for Senior Sales Manager John Sarvey, who was so wonderful and truly made the entire experience lovely and painless, I wouldn't have come back. They truly treat you like family and as long as I'm alive I will never go anywhere else for a car. My family feels the same and my friends will too!!!!!!!
"2nd Lease "
- Joan A
Truly exceptional service by entire staff
This was the second lease I entered into with
Fletcher Jones and was treated very fairly and they had my best interest in mind
"Wouldn't buy a car anywhere else- first class service!"
How easy is it to buy or lease a Mercedes at this dealership?!! Too easy! I've gotten 3 cars here in the past 3.5 years- each with nothing but top-notch customer service. If something is so easy- why change it? I will never buy or lease a car from another dealership again. Paul Brown, James Sarvey,Brian and the whole team are incredible. Ask and you shall receive ( within reason of course) and if not they will work there best to leave the dealership happy! ??
- Big John
Great experience, the people I delt with were all exceptional. Over the past number of years I have leased several cars from F.J. and would not think of going anywhere else. This car looks great and is fun to drive.
"Excellent Experience. Thank you to a great team!"
The team went above and beyond to make our deal one we could not resist and we are excited with our choice. Thank you for your professionalism and making us feel very comfortable!
"Outstanding dealership experience "
Great All -Star service all-around, especially the personal attention provided by Sales Manager James Sarvey.
Thanks to the entire staff at FJ MB involved in our purchase.
Jon and Akemi Borenstein
"Martin Sung "
Martin was wonderful to work with. He was most helpful and patient as we attemted to find the right vehicle. James Sarvey was also instrumental in facilitating the transaction. Well done, Martin and James....and thanks!
"I walked into Fletcher Jones last week. I was greeted by..."
I walked into Fletcher Jones last week. I was greeted by Camelia at the front door and from that moment on, I was hooked. Camelia and everyone in her team made me feel like a king...definitely played a big part in my decision to purchase!
The sales team: Dean, James, and Paul are the guys to see. They put up with me, had the patients of Job, and made the deal happen. A special shout out goes out to Nicole! Her dedication to making sure I talked to the right guys, was priceless. I now have a beautiful CL 550 sitting in my garage!!
"The dealer gave me a great price. $7,000 below..."
The dealer gave me a great price. $7,000 below **invoice** on a 2014 E350 that I special ordered is a fantastic deal. However, my salesperson, James Sarvey, sometimes failed to return my calls promptly when I called to inquire about the status of my order. At one point, I got a call from another salesperson, James Sullivan, who suggested that the agreed price was too low and could not possibly be accurate. Sullivan even threatened to cancel my order when I disagreed with him. As you'll see (below), I wish he had. Eventually, Mr. Sarvey confirmed the price in an email.
I took delivery of the car last week. It appears to have an intermittent defect with the stereo system that causes the sounds to be muffled from the left front speaker on an intermittent basis.
Mr. Sarvey referred me to the shop foreman, who told me that he could do nothing to fix it unless it occurred while in his presence. Since the problem is intermittent, there's no guarantee there. He also said that the video I made showing the problem would not be sufficient to permit them to repair it. He was unable to tell me what would be necessary to fix it, so I'm a bit concerned that they'll need to tear open the dashboard on my brand new car. It has been my experience that once a dashboard is torn apart, it often if not put back together right.
I'm pretty disappointed with the car. A brand new $60k car just shouldn't have that kind of problem. Once its had the dashboard torn apart, I don't really view it as a "new car" anymore either.
There's also a funny smell from the air conditioner. It smells like a charcoal filter, and gives me a headache (and worse) whenever I drive it. When I spoke with the shop foreman about it, he told me that Mercedes doesn't offer a regular pollen filter. As far as I can tell, there's no way to fix this problem. Even if the smell diminishes over time, it'll come back when they replace the filter with a new one. Many car companies that offer charcoal filters also offer pollen filters that don't smell, but not Mercedes...
When I told Mr. Sarvey that I was unhappy with the car and was considering selling/giving it back to them, he promised to call me yesterday morning with a price. He never did. My emails and calls yesterday were not returned.
I finally called yesterday evening and asked for a sales manager. They wouldn't talk to me, but had Scott Ribble (the Customer Service Manager) call me back. Ribble was polite, but told me that Fletcher would not, under any circumstances, take the car back. He promised that James Sarvey would return my call tomorrow.
Sarvey did not return my call today, but instead emailed telling me that Fletcher Jones wants all communications with me by email from now on. He has declined to provide me with any price for the car, and continues to insist that I must bring it in for repairs. I'm not sure how I can possibly bring the car in for repairs and honor his request that I only communicate by email. I'm definitely not interested in owning a car that needed repairs the day it was bought, either.
Overall, I'm very disappointed with Fletcher Jones and with Mr. Sarvey. I'm still trying to work with them, but if that fails, I'll have to file a case against them in arbitration.