Chad Beardposted toMercedes-Benz USA
I purchased a 2011 ML350 4Matic, CPO in May of this year. This experience has left me regretting the purchase. This is my last ditch effort to try and get this resolved.
In early August, I took the vehicle to Lokey Mercedes-Benz in Clearwater, FL to have some issues fixed with my car.
It has been in twice to fix the same issues, the most important is a loud whining or whirring noise coming from the engine or drive train.
The service department gave up trying to fix the noise after replacing the a/c compressor, and power steering pump, suggesting the noise was “normal for this model”.
The pitch of the whine is consistent with the RPM of the engine.
I have driven the vehicle a few times with the shop foreman and he has confirmed the existence of the whine. We even took a ride in a similar Year/Model ML, and found the whine to exist in it as well, except much louder. Once I heard the noise, I commented that it was louder than my vehicle. I hoped at this point, there would be an avenue to pursue the origin of the noise and it’s repair. I was surprised when the foreman seemed satisfied with returning my vehicle to me and closing the work order because it seemed to be “normal”, and mine was quieter than the other.
I was so unhappy, I didn’t know what to say and just took my vehicle and left without addressing the other issues. The shop foreman knew I wasn’t happy, he said that if he ever finds out what it is and how to fix it, he would call me and have me bring it in. If he hadn’t understood my feelings about it, then I doubt we would have offered to do that.
This last incident occurred on 8/14/2013. A few days later, I emailed Amy Steeves the Customer Service Manager for Lokey explaining my issues. She forwarded the issue to Matt Villani, the Service Manager.
Matt and I spoke later that day which was Friday, Aug. 16, 2013. He explained that he would research the issue and get back to me. He explained that he would not be able to get back to me until the following Wednesday, 8/21/2013 due to a work related event he had to attend on Monday and Tuesday.
Wednesday came and went and I didn’t hear from him. On Thursday 8/22/13 I sent a follow up email requesting an update. Matt called me later that afternoon explaining that he was still looking into it. Later that evening, I did some research in some of the MB forums on the internet and forwarded my finding to Matt be email. I have yet to even receive follow up confirmation from him that he even has read the email. So that is where I stand currently. The follow up has left me feeling stranded.
I fear this is going to be one of the stories you hear about the problem vehicle and the apathetic dealer service. This is the first MB I have owned. So far it has not lived up to the expectations when a person thinks of Mercedes. We have been considering the purchase of a convertible, either an SLK, or E Class for my wife. After this experience it is unlikely that it will be a Mercedes.
What disturbs the most is the seemingly apathetic attitude from the management in the service area.
To boil it down to its essence, it is a relatively new Certified Pre-Owned Mercedes-Benz, it makes a whining noise, the service department doesn’t express any interest in finding the problem if it is not a quick fix, even when presented with the similar make/model also in their facility for service making same noise, but louder, and the management at the facility seems to support them.