John Liu

Elderly customer misled and denied fair service at Mercedes dealership. I recently visited a Mercedes-Benz dealership to get help diagnosing an issue with my car key. I explained the problem and wa Mercedes dealership. I recently visited a Mercedes-Benz dealership to get help diagnosing an issue with my car key. I explained the problem and was told I needed a new key, which they offered to order for me. At no point was it made clear that the key would cost approximately $400. I only realized this after I had paid, and I immediately requested a refund — but was told it was not possible because the key was “specific to my car.” The key was eventually delivered while I was out of the country for several months. When I returned and tried it, I discovered the original issue remained unresolved. On top of that, my car battery had died, and AAA had to replace it. I returned to the dealership to ask for help again, and was told I should have gone to the “service department” instead of “parts.” They refused to assist unless I paid an additional $289 fee to have the issue assessed. Each time I’ve tried to explain the situation, the dealership simply points to the paperwork I signed as their reason for denying a refund. However, I was not properly informed of the cost or what I was agreeing to at the time of purchase. As an older customer unfamiliar with dealership processes, I reasonably believed I was in the correct place and that staff would guide me appropriately. Instead, I was sold a $400 key that did not fix the issue and now face additional charges just to have the problem evaluated. I feel I have been misled, overcharged, and taken advantage of. I am requesting either a full refund for the key or that the dealership fix my key issue at no additional cost. I believe this resolution is fair, given the poor communication, unclear cost disclosure, and lack of support provided. More

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Good job five stars no complaints. ..see you next year..I think I got the battery for the key changed don't remember.. ..see you next year..I think I got the battery for the key changed don't remember.. More

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As always my service advisor Kyle is always professional and goes above and beyond. Highly recommend this dearship! and goes above and beyond. Highly recommend this dearship! More

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