Mercedes-Benz of Catonsville

There is nothing I dislike more than being a consumer, unless of course it's being a consumer in the market for an automobile. Buying a vehicle has NEVER been an enjoyable experience and today was going t unless of course it's being a consumer in the market for an automobile. Buying a vehicle has NEVER been an enjoyable experience and today was going to be no different. This was my mind-set when I arrived at Mercedes Benz of Catonsville. I could not have been more wrong in what I was about to experience. I was greeted by Ferdy (This would be Ferdinand-Frances,Alouiscios Maloney)He greeted me with a warm smile and a positive, upbeat, yet believable personality. He made me feel completely at ease and listened attentively as I explained my situation; I had no idea what vehicle I wanted or needed, no real budget in mind and the aforementioned mind-set of not wanting to be there in the first place. We eventually narrowed the search (from an incredible selection of clean, well maintained vehicles)to a vehicle I wanted to test drive, and away we went. Ferdy was comnpletely knowledgable about the vehicle I was driving as well as any other vehicles we discussed during the test drive. He was generous with his time, stating we could spend as much time on the test drive as I needed in order to feel comfortable in my assessment of the vehicle. He never pressured me, didn't try to "sell me" at all. By the time we returned to the dealership I was sold, I wanted this vehicle....now things were going to get ugly for sure. We were about to discuss price, play the "back and forth with the manager" game and I was going to become fed-up with the whole process and walk out (without the car)...just like I've done plenty of times before. Well, I'm nothing if not consistent.....I was wrong about this too. Ferdy did introduce me to his manager, enter Mr. Nigel Hayes, a very affable and professional gentleman who treated me and my offer with respect. We talked briefly, agreed to a fair price and began the paperwork. Now I knew the paperwork was going to be a hassle, it always is, isn't it?. And OMG, the extended warranty, they always shove that down your throat. Well, remember my "nothing if not consistent" personality trait....I was wrong again. The paperwork could not have gone smoother. No high-pressure, no arm twisting...nothing. It was also a pleasant experience. All the while they were detailing my already spotless new purchase. The only thing left now was going to be the service after the sale. You know what I mean, right? Something goes wrong and now they don't know you....you're on your own Buddy, it's your problem now.... Once again, not only did they not dissappoint, they absolutely blew us away with the "bend over backwards and make things right" level of customer service we recieved. Our newly purchased, previously owned vehicle began to overheat shortly after the purchase. In fact, it was a Friday night at 6:00 pm when it happened. I called Ferdy and explained our problem. Ferdy called me back in a matter of literally 2-3 minutes with a resolution to our problem. He had arranged for us to drop the vehicle off at another Koons dealership we were less than a mile from. He told me who would greet me there and even what type of loaner car they had waiting for us. When we got to the dealership everything went exactly as Ferdy indicated. We were dropped off our vehicle and we were on our way within minutes. The next morning (Saturday) at 8:30 I received an email telling me my car was already at the Catonsville dealership and being looked at. Within minutes I received a conference call from Ferdy, Nigel and their service tech. The issue was a small, inexpensive spitter valve that had a crack in it from being over-tightened. Nigel, the GM was going to go across the street to get the part. They would have the repair made within the hour and then wanted to test drive and observe the vehicle after the repair. I could pick the vehicle up at noon. I arrived at the dealership at 11:45. Nigel was pulling onto the lot as we arrived. He gave us a big smile and a thumbs up. Our vehicle was ready and running like a top! I have never in my life experienced this level of customer service, anywhere, on any purchase. These guys have it figured out. I whole-heartedly recommend them to anyone in the market for a vehicle. The entire experience could not have gone better. I am now there customer for life! Do yourself a favor, go here for all of your automobile needs. You won't regret it! Bob Wisner Highly Satisfied Customer for Life bobwisner@comcast.net More

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