Mercedes-Benz of Durham

This was a huge mistake I purchased a CPO 2014 CLA45 with 33K miles in mid October from Mercedes Benz of Durham. I worked with Daniel Scarlett and Ryan Gury. I live out of st I purchased a CPO 2014 CLA45 with 33K miles in mid October from Mercedes Benz of Durham. I worked with Daniel Scarlett and Ryan Gury. I live out of state in IN so was not able to come in and inspect the vehicle myself pre purchase but because this was a CPO vehicle I did not feel the need to - this was a massive mistake. Here is a list of everything that had to be addressed at the point of delivery (remember this is a CPO car)... 1. No temporary tags so I was unable to drive the car. 2. Front left Bulb was out/blown. 3. Seat control bracket was broken and stuffed in the glove box. 4. One of the hood bumpers was broken and literally fell out onto the floor when I pulled the car into our garage. 5. There was glue all over the base of each window - best guess was that there were tints on the windows once upon a time and the left over glue was not removed. So yeah, not a great start. I took the car to our local Mercedes dealer/service dept and they ordered replacement parts, cleaned the windows up and replaced the broken bulb. After we got the temp tags and we were able to start driving the car (about 1 week after we took delivery of the car) I called and emailed asking what the process was for getting our Indiana plates. No Response to my email or voicemail. Another week went by and still no response so I called and emailed again. No response. During that two weeks we started to notice a popping, knocking noise when we reverse turned or made u-turns (didn't matter which direction). I mentioned it to our local Mercedes dealer/service center and they said they will look at it when they install the parts after they come in. Called/emailed again re the license plate as we had not received any plates or had any response from Daniel. He called me back and advised that the registration/title info was almost done but they needed a VIN inspection on the car. I got it done the next day and sent the required form back to Daniel and waited. Since taking delivery of the vehicle these additional issues came up... 1. Grinding noise at front left tire when going full lock (this started in the 1st week). 2. Dealer sent in paperwork to IN BMV 5 or 7 days before expiration 3. Engine not stopping when in eco mode 4. Collision assist randomly flashes up 5. Sub woofer had to be replaced 6. Recall steering wheel part had to be replaced 7. Software updates applied With all of the above issues we dealt with Daniel Scarlett and Ryan Gury. I'm calling these two out specifically because these were the two gentlemen who are responsible for our experience with this dealer. Even with all those issues that came up, all it would have taken was good customer service, returning my calls and responding to my emails and a meaningful apology. Instead I was the one who had to keep following up, leaving messages and sending follow-up emails which would go unanswered. The two matters that to this day still bother me most are when Ryan Gury and Daniel Scarlett told me (a day or two before our temp plate expired and we still hadn't received our permanent plate) that because the temp tag is out of state its good for another 30 days past expiration. I asked them to send me that in writing or the web link where they found that information. When I pressed Daniel Scarlett on this he said that if I got a ticket he would personally pay it. HUGE red flag right there. Did they send me the info?......no! Did they respond to my calls, voicemail's, and emails.....no. Even after I called the main number and asked to speak to the manager or owner and explained the situation I never got a call back. I researched it myself but I couldn't find anything like that. I even went as far as calling Ohio & Indiana state police & Indy metro police and all of them said, "when the tag expires it expires and I am liable for a ticket - there is no grace period - we have never heard of that". Next, remember that popping, knocking noise?? 3 of 4 tires were worn down to the threads and/or steel belts and in need of alignment. To quote the technician - these wheels are too dangerous to drive on, they could go at any time, you need to replace them immediately and it will cost $1400. I immediately called Mercedes-Benz Customer Care because there was no way that we were paying for these and thankfully they took care of it but that was beside the point - this dealer sold us a CPO car which was unsafe to drive, potentially put our lives at risk, came with a string of issues that immediately needed to be addressed and continued to have issues since we received it. Since we got the car in October, the longest that we have NOT had it booked into our local MB Service center is about 21 days (that would be the last 21 days of December). So after all was said and done I called the dealer asking to speak to Josh Vaughn (the manager) to see if they could extend our CPO as a courtesy based on everything that had gone on since we purchased the car and would give us peace of mind going forward that we had not just made a huge and regrettable mistake. Instead I got a call back from Ryan Gury who stated he was investigating everything. So the very person who I was dealing with in the past who lied about the temp tags is now the person who is "investigating" all the issues. A couple weeks later we got a callback saying that they would not extend our CPO...SHOCKING! So that was my experience with this dealership and its staff. I have never experienced anything like it and hope to never again. If I could go back I would never have purchased that car and to this day I would take my money back in an instant and return the car if I could as I have zero faith that this car wont have a major issue in the next couple years. I recognize that Ryan and Daniel were not directly responsible for the issues that we have had with the car but their service and state of the car speaks volumes to my experience with this dealer. Its Daniel's and Ryan's job to treat customers with respect, integrity, honesty and provide a great experience that is worthy of Mercedes. Instead they ignored me, lied to me and treated me and my wife with a distinct lack of respect and ruined an experience that I had spent years saving for and looking forward to. 2.8.2018 More

Management Lacks Respect for Younger (Serious) Buyers Before I go into the details, I want to start off by saying that, if I could, I'd give 5 stars to Tyre (the product specialist who helped me), 5 stars Before I go into the details, I want to start off by saying that, if I could, I'd give 5 stars to Tyre (the product specialist who helped me), 5 stars to the reception staff, and 0 stars to Ryan (the used car sales manager). Unfortunately, Ryan seemed to be the one in charge and, regrettably, the least tactful in dealing with people. Having casually started my search for a certified pre-owned C-class less than a week ago, I decided to drop a line to the folks at MB of Durham expressing my interest in one of their CPO C-class vehicles. They got back to me promptly and a day later I was pulling up to the dealership. When I arrived, I was kindly greeted by Tyre, one of the dealership's product specialists. Over the next hour (and then another hour when I returned to the dealership later!) he was extremely polite, helpful, and -- most importantly -- honest. He showed me five different cars, four of which were excellent matches for me based on the wants/needs I communicated to him. After two test drives with Tyre, I knew which car I wanted and was ready to sit down and start talking numbers. Tyre was so well-prepared and in-tune with my preferences that he had already printed out the specs sheet for the one I ended up choosing. This is where Ryan came in and when my experience took a turn for the worse. The first thing Ryan said to me was, "I've gotta be honest with you man, we're just worlds apart on it. How would you like a car that isn't certified instead?" First off, although I'm in my mid-20s, I too expect a certain level of decorum and professionalism when looking to purchase a luxury car. I suspect my younger appearance is what gave Ryan the "ok" to address me as "man" and to kick off the "negotiation" with "we're just worlds apart." Furthermore, I can only assume that the dealership has not taught its used car sales manager the way negotiations work: seller starts high, buyer starts low, the two parties find where they can meet, etc. The insulting proposal Ryan brought over showed that the dealership was unwilling to give a single penny off of the listed retail price and that the dealership was unwilling to come up a single penny on their initial quoted trade-in value of my car. The whole situation seemed a lot more Carmax Superstore than luxury car dealership. The final ten minutes of my time at the dealership consisted of me sitting patiently as Ryan floundered to tell me why the numbers I looked up in Kelley Blue Book must be wrong. It wasn't a tough decision to say my thank-yous and head back to my Jetta and never turn back. If you're looking to FIND the right pre-owned Mercedes, Tyre is as helpful and knowledgeable as salespeople come. (He even called me after the fiasco and thanked me for taking the time to explore my options with him!) If you're looking to negotiate earnestly with a professional who will treat you with respect -- regardless of your age -- then I'd recommend trying another Triangle Mercedes-Benz dealership. More

A positive car buying experience Everyone we have spoken to there, including front desk, the concierge, the finance guy and the service department have been professional, helpful and Everyone we have spoken to there, including front desk, the concierge, the finance guy and the service department have been professional, helpful and friendly. Our sales rep, Jerrick Clements, was great. Very knowledgeable and patient over several visits, test drives, and emails. More

Car Purchase The team at Kendrick Auto did an awesome job with our recent car purchase. Jerrick, Ryan, and Mustafo were great! We flew from SD to purchase our Ni The team at Kendrick Auto did an awesome job with our recent car purchase. Jerrick, Ryan, and Mustafo were great! We flew from SD to purchase our Nissan Cross Cabriolet. Jerrick picked us up at the airport and 2 hours later we were on the road back to SD More

Good customer service Bought used ml350 ,Sales man Benjamin very knowledgeable about the car, and very good service ,after the sale he kindly offered his help if needed. Bought used ml350 ,Sales man Benjamin very knowledgeable about the car, and very good service ,after the sale he kindly offered his help if needed. More

Service visit. Special thanks to my Service Advisor John Hall. From scheduling an appointment to completion of the job the staff at Mercedes-Benz of Durham was very Special thanks to my Service Advisor John Hall. From scheduling an appointment to completion of the job the staff at Mercedes-Benz of Durham was very friendly and efficient. They completed my emergency repair on Saturday and got me back on the road earlier than promised. More

Catherine Burchette is the best! My mother and I have had the best car buying experiences at Mercedes Benz of Durham! Catherine Burchette went above and beyond to make sure I was in t My mother and I have had the best car buying experiences at Mercedes Benz of Durham! Catherine Burchette went above and beyond to make sure I was in the car of my dreams, and that my process went smoothly! I just love her, and I'm loving my new 2017 C300 Coupe!!!! More

Service Review Overall, the quality of the customer service I received was excellent; service was timely and efficient. Would use this dealership again for future se Overall, the quality of the customer service I received was excellent; service was timely and efficient. Would use this dealership again for future service and recommend to others. More