I wanted to reach out to you to share my experience while servicing my car at your location.
I have had my Mercedes cars serviced in Walnut Creek California, Denver Colorado, Toronto Ontario and have never had such a bad experience with as little disregard for the poor service as I have at your location. I am not one to take the time to formalize a complaint, but I feel it is warranted in this case.
I called the service department last service and talked to Calvin. He was quick to say that there were no loner cars until Tuesday and that he was backed up 15 cars, and provided no indication of a solution. Rather, it felt as if I was bothering him. He transferred me to the scheduler who let me know that there were no loners, but that there were appointment slots available to bring my car in. We set up an appointment to bring the car in at 11 am that morning. I was willing to rent my own car in the interim. I brought the car in and felt like I was scolded by Calvin for doing so, reminding me that he told me he was backed up and would not even get to my car until potentially Saturday, but more than likely on Monday. Unfortunately, my car had barely made it to the dealership and I decided to just leave the car at the dealership. No call came in on Friday, so I called close to the end of the day for Status. Again, I was reminded that the car would not be seen until Monday, but that there might be a slight opportunity to have it looked at on Saturday. Again, I called Saturday to see if there was any update, and if there was a possibility to get a loner for Monday. Calvin let me know there were five people ahead of me without loner cars in the same situation, and was very dismissive. I eventually received a call letting me know the issue and that the estimate would be slightly higher than originally thought.
Today, I passed by to see if any update was available. I waited for 15 minutes while Calvin and another worker were chatting. Eventually, an older gentleman came to see if he could help, then directed me to wait for the loner car person to finish with a client. Unfortunately, I ran out of time as I had a conference call to attend to.
I understand from someone I spoke to on Thursday there that you are down to three technicians as one got fired, one quit, and the other went back to school.
I am still without a loner, without an update on my car, and quite frankly, very turned off by your dealership. I will be reaching out to Brian, the service manager, shortly to let him know about this. I also feel compelled to go online and let others know about the very poor service I've received. I also feel like Mercedes corp should be aware of this.
My hope is that something can be done to expedite the repair and find a loner car to get me through the next few days.
I appreciate a response to my email ASAP.