Mercedes-Benz of Salt Lake City - Service Center

Our car was towed to Ken Garff Mercedes on 3/27/25. Tow co took pictures as did I, before and after. Garrett Olsen took a picture receiving our car. When repairs were completed we were told we could pi Tow co took pictures as did I, before and after. Garrett Olsen took a picture receiving our car. When repairs were completed we were told we could pick up our car on 3/31/25. When we arrived, we noticed a 1 1/2-2 foot crack in our windshield that was not there previously. All of the before and after photos prior to and up to delivery of our vehicle, show no broken windshield. When we told the dealership, the picture that Garrett showed didn't appear to have any damage either. That was based on what he said. We asked for that picture and was never given that picture. Instead we were told the windshield must have sustained damage from the weather. I verified weather and it was very, very mild during the time they had our car in custody. Then they said it was from the tow co. I shared their pictures and there was no crack on the windshield. The tow driver also stated the vehicle was up very high and parked backwards. I was asked to bring our car in to have or looked at. The person said it had a rock chip in it and the weather or tow co broke it. I disagreed based on the photos. I went to Safelite and asked them for an unbiased opinion. The chip had no depth to it and was highly suspect as to whether that caused damage. He agreed the weather wasn't a factor and said professionally, something looked to be dropped on the glass. When I told Angela Heaps, she said it was the tow co or weather. I said we would like it fixed. She said they'd give us a deal. I said we will go through our insurance. We needed the $500 deductible paid. She said they would do the work and eat the deductible as a courtesy. They were trying to get our insurance to pay it all. It was called off as it was not right. Progressive said it was too costly through the dealership. Now we are still left with a cracked windshield and no resolution. I have photos, texts and emails to support. More

Garret was very helpful explained the issue very well and fixed a chronic issue I have been struggling with for a month. fixed a chronic issue I have been struggling with for a month. More

Communication problems. You do need to teach your employees to answer their phone when it rings. You do need to teach your employees to answer their phone when it rings. More

We had great service! ! We had two cars serviced and they were ready when promised. This was particularly important because we live in Jackson Hole, WY and have to drive to ! We had two cars serviced and they were ready when promised. This was particularly important because we live in Jackson Hole, WY and have to drive to Salt Lake for service. More