I had marked recommend prior, and I DO NOT recommend. On
I had marked recommend prior, and I DO NOT recommend.
On February 9, 2010 I had my G55 Mercedes towed to Penske West Covina. I had left town for a fe
I had marked recommend prior, and I DO NOT recommend.
On February 9, 2010 I had my G55 Mercedes towed to Penske West Covina. I had left town for a few days and my car was left outside during a heavy rain. When I picked up my car the carpet was wet, and I had a difficult time driving it home. I discovered the car was in 'limp' mode. I never leave my car parked outside, so I have no idea how long it has leaked. I personally tried to find the source of the leak and thought the only possibility was the sunroof, windshield or the antenna. It looked as if it came from the center of the vehicle. I was informed that my "extended warranty" ended on May 6, 2010 so I was thankful that if there was any damage to the electrical system it would be covered.
I informed my Penske Service Rep, Mike Doehla of this, and I also mentioned that I was thinking about selling the G55 because the warranty is almost up. I want to make sure it's in perfect condition when I sell it or trade it in. I could not, and would not sell my car if I know there is something wrong with it. I have a conscience and I am a very honest person!
On February 23, 2010, two weeks later I arrived to pick up my G55 and was told that a complete diagnosis was performed on my vehicle and the Penske service dept. determined that the left front door seal was leaking. The charge for the diagnosis and repair was going to be approximately $850.00 and it was not covered under the certified pre-owned extended warranty.
I was very surprised that it was the door seal, and told Mr. Doehla that I wanted this in writing because I was sure the source of the leak was the sun roof, windshield or antenna port. Mr. Doehla assured me it was not any of those areas,and that his service center had run a diagnostic test that proved it was coming from the door seal. I was a little upset that Mr. Doehla did not take me seriously and it made me suspect that he was trying to take advantage of me and make a 'sale'.
I refused to authorize the repairs, paid my bill for the bogus diagnosis, and decided to run my own test. As a 10-year client of Penske you can imagine my disappointment at being treated like a second-class citizen yet again. It gave me the impression that they treat all women as gullible imbeciles.
I took my G55 to get it detailed and photographed, and put the it up for sale. I had dozens of calls, and I showed it several times times. I am very familiar with every scratch and flaw on my G55. A mechanic from Upland also took the car for the day and was very interested in purchasing it.
About two weeks ago I had been shopping at the mall and it had been raining. When I got in the car I noticed the floor was damp and there was water in the light compartment under the review mirror. I did not notice any water coming from any door seals. I checked the seal myself and could see no problem. A few days later I decided to do my own test. I covered the door, stereo, gear shifts etc. very well with a plastic wrap and left the car out in the rain. Sure enough the light area under the rear view mirror had filled with water and the carpet was wet again. I also noticed when you opened the sunroof it made a loud, strange sound.
A few days later on April 26, 2010, I took the G55 back to Penske. When I arrived I was greeted by Mike Doehla. I explained to him that I did not feel the diagnosis was correct and I wanted them to look at it again. We both looked over the G55 and we looked very closely at the sunroof and antenna area because that is where I thought the leak was coming from.
I also told him about a problem I had with the right back door handle and the locking system on the vehicle. I wanted an estimate on new tires (I felt the tires that came with the G55 were too aggressive for my use) and an updated navigation CD. Again, we went over the car thoroughly and if there was any damage to the top of the vehicle near the antenna port it would have been discussed and noticed.
The next day Mike Doehla called and left a message on my voicemail in a very serious tone. I asked Chas my partner to call him back and find out what they had come up with now because I knew it would upset me... it always does. Mr Doehle explained to Chas that the leak would not be covered under my extended warranty because it was caused by some type of accident or collision to the vehicle. Chas questioned him on cost and Mr. Doehla said it had to be taken to a body repair shop. When Chas informed me of this I was livid!
The G55 has never been in any accident and I wanted to explain that to Mr Doehla. I called him several times and left messages within the next 24 hours. He was too busy (or out to lunch) to take my call. Friday at 1:50 pm Mr Doehla returned my call and explained to me that the car needed to be taken to a body shop for the repairs. He said it had been hit by something falling on it or it was in an accident. He said it is clearly visible. I was confused and upset. I told him there was no damage to the car when I brought it in, and he said he did not notice it either.
I also asked him about the sunroof and the door handle. He said the door handle was not covered but they would work out a deal for me on the repair, and there was nothing wrong with the sunroof. It just needed silicone or an adjustment. I was extremely anxious to see what damage Mr. Doehla was referring to. I told him I was coming to pick up the vehicle and not to do anymore work on it. He told me they had to put the door panel back on and finish the work on the sunroof and I could come in at 3:30 pm on April 30, 2010.
He had previously informed me that the roof leak in the vehicle could not be fixed because there was damage to the roof. Upon arrival Mr. Doehla repeated to us that the vehicle had been in some kind of an accident or collision and therefore the warranty would not cover the leak. He stated there were 'dents' around the antenna that would require body work in order to fix the leak.
When I arrived to pick up my G55 I had an uneasy feeling. I wanted to see my vehicle and it was taking a very long time. As I was talking to Mr Doehla he was very uncomfortable and we felt very uneasy about the whole situation. We asked Mr. Doehla to explain why, if there was obvious damage to the car that caused the antenna to leak then why didn't they discover this the first time I brought the car in on February 9, 2010?
He apologized and said "It was a misdiagnosis". He offered to talk to the service manager to see if he could get me a refund on the bill I had previously paid. I just laughed! I again mentioned to Mr. Doehla that we had examined the vehicle when we brought it in, and there was no damage to that area of the vehicle. How could there be damage that requires a body repair shop that no one noticed when I brought it in? It is an accepted practice that dealer service departments always inspect vehicles when they arrive and note any visible damage.
About 25 minutes after my arrival the vehicle was ready. When we walked out to inspect it, we noticed fresh damage to the front of the car. I did not need to put my glasses on, it was clearly visible! There were clearly fresh scratch marks, torn rubber on the windshield seal, and dents across the top of the G55. I was furious. Mr Doehla said "he was surprised he had not noticed it before either, it must have been overlooked!"
He was planning on having me drive away and take it to a body repair shop! Another service assistant approached me who was very kind and asked me if I had a problem. I told him what had happened and he asked me if I wanted him to get the Service Manager, Mike Daniels. Mike was actually helpful, as much as he could be.
This will be the third attempt to fix what should have been a simple fix. I have been greatly inconvenienced, and I am very disappointed with Mike Doehla! I understand accidents happen but why was this handled in this manner? I have lost all confidence in Mr. Doehla and he was one of the reasons I stopped taking my vehicle the former Mercedes service center in Montclair. It seems that women are here to be taken advantage of. No loaner car was offered to me and no apologies made.
Steve Usrey the Service Director called me tonight and bottom line said he will put nothing in writing, I have no proof that they damaged my G55. Come and pick it up and take it to a Body Shop, it is not covered under the CPOW and told me to come and pick up my Vehicle. I am so upset I could cry! How can they do this to me? Please contact me if you have had an experience like this @ email@example.com I have not picked up my car yet, say a prayer please.... I know, it's only a car, right. :(