The air conditioner in our 1997 E 300 broke down completely while we were visiting Miami from St Petersburg. We drove into the dealship at about 4:30 pm on Friday afternoon.
The short story--The service department immediately spoke with us, kept the car overnight and repaired the car so we could drive back across the Everglades to St Petersburg Saturday afternoon.
The Longer Story--The entire staff (i) was extremely professional, (ii) very courteous, and, (iii) most important, approached fixing our car on a priority/emergency basis so we could drive across Florida to get home (for those not from Florida, it is nearly impossible to drive across the Everglades in summer with a dog and without air conditioning). Frankie, the gentleman who helped us through the entire process, was very, very helpful. He helped us out with a loaner and stayed on top of our car's status throughout the process. The service department had a mechanic, Matias, who was very familiar with our car even though our car is about 20 years old and who was also very, very helpful. Matias was so well informed he was able to find the problem in a short period of time. Turns out the cooling system for our car's engine had failed and required a part replacement to avoid over heating. The dealership did not have the part for our car but Matias made several calls to obtain the appropiate part and then repair the car that afternoon.
I cannot thank the entire service staff, and Frankie and Matias in particular, enough. They fixed the air conditioner as well as the over heating engine, all at a very reasonable cost. I shudder to think of the car's engine over heating and the car breaking down while crossing the Everglades.
The Net Result--I am in the market for a new 2019 Class E sedan and now intend to buy from the sales group at this dealership because the service was so great.
From our perspective, best service ever.