Mercedes-Benz of Alexandria

I purchased a pre-owned vehicle here a month ago. Initially they seemed very helpful and nice but after the purchase of the vehicle I had to deal with the worst customer service I have ever experienc Initially they seemed very helpful and nice but after the purchase of the vehicle I had to deal with the worst customer service I have ever experienced. The car I purchased was missing a center cap and a tear in the leather. I was given a “we owe you” for the dealership to get this completed. I would check in with the man (Sal Malouki) whom I purchased the car from and was always told that he was off for the next week and then he would get back to me. He never would so I would reach back out. This time I called and wanted to by pass him to the manager, they sent me straight to voicemail. I called back and they forgot to put me on hold and I could hear them say “she called again, what do you want me to do with her”. The manager was just as rude and unhelpful and displayed a gross example of how a manager should run his department which is clearly demonstrated in his employees disgusting behavior. I will never purchase from here again and I recommend you don’t either. More

On July 6, 2021, I called Mercedes Benz of Alexandria regarding a 2020 GLE 350 that I saw on a Facebook ad. Mr. Michael Prati answered the call as I advised him to visit his dealership to view the vehicl regarding a 2020 GLE 350 that I saw on a Facebook ad. Mr. Michael Prati answered the call as I advised him to visit his dealership to view the vehicle. Once I arrived, immediately, Michael asked me for my driver's license and told me to meet him at the car. At that point, I proceeded to the driver's side of the vehicle, and Mr.Prati got on the passenger's side to conduct the test drive. During our 10 min test drive, Mr. Prati processed with his strong-armed sales tactics. Every time I asked him the vehicle's features, all he can tell me about was the technology of the truck =, like "Hey Mercedes... I'm hot.", anything else he provided no answers besides the vehicle had a third row. Once we arrived back, Michael continued with his strong-arm sales tactics and kept pressuring me by saying, "your vehicle this," and let's get your vehicle washed". At this point, I was feeling overwhelmed by this but still proceeded. As I entered the used car building, they asked me for my trade-in vehicle's keys( 2017 GLE 350), and he had me fill out paperwork. That's when I advised him that I had applied for credit through the Mercedes website before arrival. I wanted to know the rate they were willing to offer me as I already had financing through my credit union with a rate of 3.8 percent. As I waited for them to tell me the rate, I received continued pressure to down payment. I told them I didn't need to because I already have fiancing and because I never had to put down any money before for my previous five vehicles that I purchased from Mercedes of Arlington, VA. At this point started to feel uncomfortable. Next, it was time to see the Fiance guy names, Juan. Juan was a very nice gentleman. Who had no problem showing kindness, while my sales guy was just worried about him being able to go and pick up the check from my credit union. Even after my credit union told him he couldn't pick up the check due to COVID( the credit union is located in a hospital), he still pressed me about the check until Juan said it would be ok for the credit union to send the check to him. At this point, I felt like I was being profiled! I've never experienced anything like this before in my life. As I stated earlier, I've made SIX previous purchases from Mercedes Benz of Arlington and never experience anything like this before ...EVER! Once all the paperwork was completed, I was beyond stressed, uncomfortable, and just ready to get home. I gathered my belonging asked Micahel about the scratches on the vehicle, and he stated that once I came back from out of town for my wedding, I could bring the car back to have the scratches buffed out. I left the dealership and pulled into the shopping center next door to run an errand. I proceeded to open the back driver-side passenger door to have the entire door handle fall of the ground!! I called Michael immediately to tell him cause this vehicle was a certified used vehicle, and for the door handle to fall entirely off, I was beyond confused and pissed. I returned to the dealership, where he took it back into service and had it fix. At this point, I felt like this purchase was a mistake. Never in all my years of being a Mercedes owner have I ever experienced anything like this. I left the dealership feeling taken advantage of cause I was a woman and the feeling of being treated like nothing of value. Micheal never explained anything about the vehicle to me. Never told me the miles of the car and never brought the mileage to my attention. I didn't find out the miles of the vehicle until I got home and started strolling through the options in the car, and once I saw that the miles were at 39,900, I was pissed off! Not one time was I made aware of the vehicle having such high mileage for a 2020 model. The next issue I found was that the front windshield was cracked on the passenger side, rust was found on the back of the truck, and the car was filthy in the third-row seating area. In the times of COVID, how could you not clean the vehicle ?? I found food, chewed wads of gum, and waters bottles with xxxx in them! Yes, xxxx! At this point, I emailed Michael Prati with photos, and videos of my finding at 12:51 am so he would see it his next day in the office. To date, he has never responded to that email. July 7, I was headed out of the country to Mexico for my wedding, but before I got on the plane, I called the sales manager Gary Wade. I told him all my issues and that I felt like I wanted my trade-in back due to the horrible experience. I explained that this isn't the representation that I used to when it came to a Mercedes dealership. I came to Mercedes of Alexandria due to Mercedes of Arlington not having the inventory in stock, and what a huge disappointment. Mr.Wade proceeded to talk to me as if he was a "homeboy" or someone who knew me personally instead of talking to me professionally. Mr.Wade is a slick-talking, nonchalant salesman who didn't show any concern for my purchase. At this point, we agreed that I would bring back the vehicle when I returned the following week from my wedding, and he would talk to Michael, and he'll take care of it when I returned. The whole time I was out of the country, I was stressed and depressed about this purchase. During this time away, I researched the vehicle to find out the high miles on the car didn't warrant the price !! So, not only was I pressured to purchase the vehicle, treated unvalued as a returing Mercedes owner, but I was overcharged too! At that point, I had made up my mind that I no longer wanted the vehicle. I returned from my destination wedding on July 14 and returned to the dealership on July 15. The first person I ran into was Michael Prati. I asked him did her receive my email, and he said no. I then asked had his manager told him anything about my concerns, and he said no. I proceeded to explain everything to him, and he said, " Well, Gray should be here shortly," and he proceeded back into the office and left me outside, standing at the car as if he didn't care at all. 20 mins later, Gary comes outside. The first thing I asked was why didn't he tell Michael about my concerns like he said he would, he said cause he didn't have to since he was going to handle it. I told him all of my issues, even the vehicle's problems being overpriced for the high miles, and I showed him other 2020 GLE's within 100 miles of the dealership for the same price with less than 20k miles. He just kept saying it was not the exact vehicle. I told it was I compared the car I purchased and the other vehicles I saw. He wasn't interested in what I had to say; all he said was let me fix the car. I turned to him and asked him, where is your sales guy Michael? He should be out here discussing this too! Why didn't he tell me about the high mileage? " Gary said, "I don't know, but he should have". I asked him why didn't the FB ad show the mileage of the vehicle? He said," It should have. Still, sometimes it doesn't," I said to him; why didn'T Michael give me any literature on the feature of the car to show why it's priced at the sales price, he said " I don't know why he didn't," but he should have.." I then got upset and said Why isn't he right here with us now? He can pressure me to purchase this vehicle, but when I send emails, call, or come here, he doesn't want anything to do with this matter? No response was given. I told Gary that I just wanted my trade-in back, and I proceeded to leave the two keys to the 2020 GLE and gathered my things. That's when Gray stated that they sold my 2017 GLE and don't have anything to give me back. I knew he was lying cause I saw a FB AD that said "coming soon," and it was my trade-in. No matter what I said, he refused to give back my trade-in. So, again I felt strong-armed into taking the loaner. Before he brought me the loaner, I told him I couldn't drive any small vehicle due to my documented back and sciatic issues. The next thing I know, Michael brings me a C300, and it wasn't cleaned inside or out! I went back inside and went to Gary and told him while Michael was talking on the phone. I was fed up at this point and looked at Michael and said, " You got the commission of my sale, and now you don't care about anything regarding the issues of the vehicle"! And even after the complaint of the dirty vehicle, he still gave me a dirty loaner cause Mercedes of Alexandria doesn't care about COVID!!!! I just got in the loaner and drove off crying! THIS WHOLE EXPERIENCE HAS BEEN A COMPLETE NIGHTMARE! THIS IS HOW MERCEDES BENZ OF ALEXANDRIA TREATS RETURNING MERCEDES BENZ OWNERS? NOW .. ALL I WANT IS TO MY TRADE-IN BACK SO I CAN GO TO MERCEDES BENZ OF ARLINGTON TO MAKE A FAIR PURCHASE FOR ANOTHER VEHICLE. ALL I WANTED WAS TO BE TREATED WITH VALUE AND RESPECT AND NOT BE TAKEN ADVANTAGE OF CAUSE I'M A WOMAN !!!! PLEASE STAY AWAY FROM MERCEDES BENZ OF ALEXANDRIA! More