Dropped 2017 S550 off @ 10am on 4/17 for A-service, Inspection, Detailing and check squeaking brakes that have been a constant since delivery of vehicle March 2017 (despite being told already repaired). Pete Kielburger was service advisor I was assigned to although I requested any other service advisor (for reason detailed later). Pete only had A-service and Inspection scheduled. Despite my knowledge that A-service and Inspection having a multitude of overlapping tasks involved, Pete explained to me that the A-service is “like a seven page checklist”, and essentially dismissed my inquiry. Not willing to waste time debating minimal dollars, I agreed to pay for both and requested the detailing, which I scheduled the week prior, be done. I asked Pete if he inspected the car for any damage; he had not. We inspected the car together and found one small scratch on left rear wheel.
Pete called 12:20 4/18 to inform that car wouldn’t be complete until 4/19 because he had to order new brake pads, and wouldn’t be detailed til 4/19. This is the second time in less than year this replacement has been done. Be aware that Pete told me at intake that cars with low mileage get brake squeaking because the brakes get “rusty”. I reminded him that this had been an issue since delivery; no response.
Pete called @ 1:54 4/19 to inform car was ready for pick up. I arrived @3pm, paid for services; told by cashier that key fob was in the car. No key fob in car; took three people to locate. I noticed on my way home that there were 25+ miles added to the odometer since drop off.
Inspected car upon arriving home. Two white paint chips on hood of black car that were not there prior to service @ Keenan Mercedes. Called Pete Kielburger who told me that car was dirty upon arrival, so he wouldn’t have seen paint chips (i.e. damage was present at drop off). The hood of the black car was clean at drop off; there was everyday dirt on side panels behind wheels only. Pete stated I should bring car back so he could “make a determination”. I asked what could be done to correct, and Pete stated “paint chips could be touched up but won’t be perfect”. This is an S550 meticulously cared for, garage kept, one year old car, with 2850 miles.
I emailed the Service Manager, Tom Haig, @ 4:42 on 4/19 explaining the situation and requesting a meeting with both him and owner, Jim Peruto.
I’d had previous interaction with Tom in August 2017 when same car mysteriously had $1600+ body damage. Pete said he hadn’t checked the car for damage at drop off; couldn’t explain it. I am convinced the car was sold damaged. I reluctantly paid for repairs. The car was returned with with misaligned front bumper. I had to return it again...Fool me once.
I checked the service invoice, which noted that the detailing was a “sublet”. Perhaps this explains the mileage put on the car... Where was the car taken, and who was driving it? Why does Keenan Mercedes advertise “detailing service” on their website, if vehicle is sent to a separate company, without the owner’s knowledge or consent? Glanzmann?
Tom Haig replied to my email on 4/20 stating that he would inspect car, but “seriously doubted if Jim Peruto will be available”. Tom stated that he would take pics and share them with Mr. Peruto and “General Manager” (as yet unnamed), who would make “ultimate decision on how this situation will be resolved”. Tom copied Kevin Post @ Keenan Motors and Bob Glanzmann @ Keenan Mercedes on this email. Tom requested that I forward pics to 215-515-8151, a number that is “directly connected to service communication platform”. Tom promised to confirm receipt of pics.
I forwarded pics to 215-515-8151 @ 2:38 on 4/21. Included in that email, I reiterated my request to speak with GM and owner. No confirmation of receipt of pics. No communication at all.
I called Tom Haig @ 1:45 (in meeting, left voicemail to return call to discuss) and 6:10 (gone for day) on 4/23. Crickets.
I’ve never received customer satisfaction survey from Mercedes for either service visit.
FYI: I’ve purchased, in cash, two new vehicles from this dealership, a S550 and a GLK 350 in the span of two years.
I would suggest avoiding Keenan Mercedes, sales and service, AT ALL COSTS.