Mercedes-Benz of Escondido

Car buying purchase was a nightmare!!! -Ben Horrible experience buying a car from them, Max in sales was great. Very attentive and honest about pricing. Shawn the General Sales Manager was very Horrible experience buying a car from them, Max in sales was great. Very attentive and honest about pricing. Shawn the General Sales Manager was very arrogant from the moment he walked up to negotiate. I had to come back the next day because Moby in F&I was trying to sell me a service package originally for $50 on top of my monthly payment to cover my next 3 services. Then he went down to $40 a month then it was "alright bud I'll do $10" then it was "I'll just include it in, does that work?" We negotiated a price with Shawn in sales, and for him not to pay attention or make sure this gets done the right way shows what kind of "customer service" this dealership is backed by, pathetic. Went to F&I came out with $50 more a month because of "taxes". Found out from my uncle the next day that the service wasn't included, Moby moved the numbers around and put it in anyways. I had to drive 23 miles each way the next day on a Sunday to get this resolved. Then he still wouldn't be honest about it and was arrogant the whole time on rewriting it. Horrible experience, I wouldn't recommend buying a car here to my own worst enemy! More

Appalling Service from Loaner Car Clerk My wife and I had an appalling customer service experience with the loaner car clerk, J Hughes.  Two days ago, I sent an  email to the GM with an atta My wife and I had an appalling customer service experience with the loaner car clerk, J Hughes.  Two days ago, I sent an  email to the GM with an attached letter that detailed this poor experience.  However, no one has even bothered to call us.  I am not sure what is going on with MBE, but the level of customer service is nowhere near what it used to be 2-3 years ago.  So, I am writing this very lengthy review to express my profound dissatisfaction  with a recent customer service  experience at  Mercedes Benz of Escondido, during a scheduled service visit on August 31, 2019.  Normally I would immediately escalate this kind of issue to a manager, but I was so incensed by the attitude of the individual in question that I felt  compelled to file a written complaint.      After taking care of paperwork with the service advisor , I headed over to the lobby front-desk to take care of the loaner checkout.  Upon arriving, without even greeting me, the attendant that goes by the name Jenny Hughes, immediately asked "What do you need? Are you buying parts?".  I then gave her my name as well as stated that I was there to pickup a loaner.  She then snapped back, said that I was not first in line, and that my paperwork was sitting across from her at the end of the counter.  I then said thank you and my wife and I proceeded to the lobby waiting area.  My wife commented privately that Miss Hughes' tone in this initial interaction was very off-putting and indicative of a customer service red flag.  What I expected was that she would greet me and asked "How can I help you, sir?", or some other polite verbiage to that effect.  And since there was no way for me to know that there were other customers before  me (since there was no line/queue), she could have said "Mr Plummer, I am dealing with other customers before you, but will be right with you after I am done.  Please have a seat and I will call you when ready".   This is the sort of customer service that I have come to expect from MBE.  So this level of courtesy is not asking too much.   We waited for about 15-20 minutes before Miss Hughes called us.  Unlike the other customers, whom she referred to by last name, she addressed me as Donovan.  I found this very odd, as I expected to be addressed as Mr. Plummer, similar to the level of professional courtesy shown towards the customer before me.  She then asked me to read the info card on the countertop regarding the MBE loaner car policy, in a very irreverent tone.  It was at this point that I decided that this was the last straw and I needed to call her out for her unprofessionalism.  I calmly told her that just from my own casual observation, I don't think she was addressing me with the same level of courtesy as she did the other customers and that she did not even ask the previous customer to read the card. I also alluded to the inconsistency in the tone and tenor of her disposition.  She got really loud and obnoxious, exclaiming that she also asked the other customer to read the card and she was just doing her job, with a dismissive wag of her head.  I did not want to create a scene, so I abruptly ended that part of the conversation.  But had she given me a chance to expound on my concern instead of shouting over me, I would have stated further why I had a problem with her attitude. Instead of saying "read the card below on our loaner policy", I would expect language like "Mr. Plummer, can you please review the card below with key terms on our loaner policy and let me know if you have any questions?  Thank You".   Before she reviewed the actual rental agreement with me, she started opining about where I live and that MBE would be okay if the 75 miles/day was exceeded by a small amount.  But she did not stop there.  She went on further to state "don't abuse the miles on our car!".  At this point, I thought that the level of disrespect was a bit too much to maintain my calm disposition.  So, I began to admonish her about her tone and the fact that her statement was rude and totally unnecessary.  She began to raise her voice again a few more decibels and her body language was oozing with negative cues, even causing customers across the room to start staring to see what the commotion was all about.  At this point, I asked her to finish my paperwork and get us out of there as quickly as possible.  I am 100% sure that this is not the kind of caustic language that MBE expects its employees to use when addressing customers on matters related to terms and conditions of loaner cars.  Moreover, where I live should not give Miss Hughes the right to speculate about whether or not I may abuse miles on your loaner cars.  Her job is to articulate the facts regarding the loaner policy in a professional manner and not engage in rude and speculative language.  How does she even know what my driving plans are for that day?  As a matter of fact, we had already planned to hangout by our condo in Oceanside until my car was ready.  But I had no reason to even get into our personal plans for the day. Not only was that fact not pertinent to this business transaction, but it was none of Miss Hughe's business.  And to add insult to injury, in a very loud voice, she claimed that my credit card was declined and she needed it back so she could run it again.  This was quite perplexing, as I rarely use my American Express and I knew the card had about 29k credit limit remaining.  I gave her the card again and then she claimed that it went through on the second attempt and that she may have made a mistake.   Given the level of unprofessionalism that Miss Hughes had displayed up to the point, I could not help but feel cynical about her intentions.  I felt like she was doing this to embarrass me and my wife in front of the other customers who were sitting in the lobby.  And by the way, she did not even apologize for her supposed mistake.   Miss Hughes' unprofessionalism continued through to the actual loaner car walkaround and signing of the paperwork.  Although she was no longer being loud, words and phrases like "thank you" and "please" were noticeably absent from her vocabulary.  When we returned to MBE to pick up my car, I briefly shared our appalling customer service experience with Rudy, who indicated that he would be providing this feedback to management.  Nevertheless, I felt compelled to codify my displeasure in writing.  I was so disturbed by the whole experience, that my wife and I sat in the loaner for about 15 minutes so that I could take contemporaneous notes on my phone.  I wanted to make sure I captured every detail while this unfortunate customer service experience was still lucid in my mind.   It is my hope that MBE management will take appropriate measures to mitigate the chance of a recurrence of this kind of unprofessional behavior. More

Dishonest and unscrupulous people right from the top On Sunday March 24, 2019, our son, Kevin Z. walked into Mercedes Benz of Escondido, CA. looking for some advice on buying a used and low priced car. K On Sunday March 24, 2019, our son, Kevin Z. walked into Mercedes Benz of Escondido, CA. looking for some advice on buying a used and low priced car. Kevin was greeted at the door by Nathan Salib, a salesman at the above dealership. The transaction happened so quick that the very next thing in front of Kevin's eyes was a contract to lease a 2018 Mercedes Benz C300. Kevin told the salesman that he could not afford such vehicle as he did not even have a way to make the down payment for the insurance policy. Mr. Salib stated he would take care of the almost $400.00 ($392.00) out of his own pocket. The finance Manager, Brehon Quigley, came in and said to Kevin not to worry about it, he was going to make sure the numbers work for his qualification and even offered Kevin UNLIMITED auto-detail services to sweeten the deal including unlimited use of a loaner vehicle any time he needed while the auto-detail was being done. Initially, Kevin was able to use the unlimited auto-detail service without a problem, but little by little this service was taken away. First, the service people told him there was no such thing as unlimited car detailing. Second, the loaner option was "no longer available" Instead an Uber service was offered. Then Kevin was asked to bring the vehicle after hours ONLY (after 5pm). Third, the Uber service was no longer available, according to the finance manager, Mr. Quigley, because a new service director was not "providing" Loaners or Ubers anymore. He was "cutting back" On August 12, 2019, Kevin told Mr. Brehon Quigley, via text message he was not happy with the continued changing of all the terms along the way. A reply was never received. We have text messages as evidence that everything stated in this letter is true and accurate. Our son Kevin had no business qualifying for this lease, he maximized his credit card in order to make the car payments on time, but soon realized he can't continue making the payments and is returning the car in good faith without being on default. When we went to hand the car and the keys back to the dealership directly, the "acting manager" Jack Manukyan he suggested a website where a vehicle can be advertised for someone else to take over the lease, presenting it as a great opportunity and something done very frequently, to which I replied that if it was such a good deal/opportunity, there was a chance for Mercedes Benz of Escondido to have more business via such website. He laughed sarcastically, and began to make comments about the color of the clothes I was wearing. Kevin was taken advantage of unscrupulous people at this Mercedes Benz dealership, something that would have never happened under the previous management and ownership of Mr. Angelo Damante, an honest business person. We have been advised to go to the DA's office to look into this matter, something we are planning to do unless the manager of this Dealership work with us on resolving this problem and avoid ruining Kevin's credit. Sincerely, MZ-PZ More

MB of Escondido Sold Me A xxx!!! Buyers Beware: Bought a "certified" Mercedes-Benz, GLC 300 Coupe in late April this year from this dealership. It has a little of 30,000 miles on it. Buyers Beware: Bought a "certified" Mercedes-Benz, GLC 300 Coupe in late April this year from this dealership. It has a little of 30,000 miles on it. It took less than two months and the start of a long journey for the engine to come apart in the middle of nowhere. MB of Escondido sold me their version of a "Certified" MB: A few of the "4-Matic" letters from the back were missing. They left the previous owners temporary and permanent license plates in the trunk of the car, of course the engine blew and took nearly a month to fix, now, there is a squeal when I back-up that is ear-piercing...I'm not certain what else is wrong with the car, but, buy your "certified' cars elsewhere!!! More

Worst experience with purchasing It’s a shame I have to even rate this establishment with one star. I am shocked with what we just endured. I left in tears. We came in to purchase our It’s a shame I have to even rate this establishment with one star. I am shocked with what we just endured. I left in tears. We came in to purchase our Mercedes. After chatting back and forth with Emilio today, we agreed on a price and was told everything was a go. We even submitted the application online and I was informed via text that my husband was approved. We drove one hour with our almost three year, who gets car sick with every single ride, for nothing. I’m not sure if they took a look at us and decide we didn’t fit the mold of their drivers or what but after waiting to do paperwork, we were told they can only sell us the car if we paid an extra $140 something a month. I ask why and was give some crazy response that Mercedes financial didn’t approve my husband. Apparently there was nobody we could even speak to about it. Shawn Khan was awful. He wouldn’t give us an explanation, just that if we wanted to pay more monthly then somehow, magically, we would be approved. I specifically ask Emilio prior to making the drive, if we were approved and he told me yes. Shawn was arrogant and the worst to even speak to. I kept asking him to explain to me what was going on and he just repeated the same statement over and over. We still don’t understand what the xxxx happened. He simply stated, “sorry, we won’t be selling you the car. We don’t want you to buy out the lease.” My husband is a veteran, I’m a pediatric oncology nurse and we have a beautiful daughter with another baby on the way. We work hard and I am appalled at how Shawn treated us. He treated us like trash. We are still in shock. Shawn could have cared less. I’ll say that Emilio was kind and pleasant to deal with. My only complaint is that we asked specifically if everything was set before driving down and clearly it wasn’t. This was a waste of our time. My daughter was crying and of course threw up on the way home. This was literally the worst experience I’ve had in some time. I have no words. More

Exceptional service !!! Took my vehicle in on a warranty issue, the service gentlemen that helped me out was super professional along with the rest of the staff! Took my vehicle in on a warranty issue, the service gentlemen that helped me out was super professional along with the rest of the staff! More

avoid AVOID THOSE DESTROYERS OF MERCEDES BENZ NAME. even under new ownership they deserve minus 5 stars review, they extremely dishonest and not accura AVOID THOSE DESTROYERS OF MERCEDES BENZ NAME. even under new ownership they deserve minus 5 stars review, they extremely dishonest and not accurate with sells , better better to go away and buy from different dealership , they promise one price when you come could be different principal value + hiding fees and taxes that not even applying your county . WHEN YOU WILL PROTEST THEY WILL TELL YOU TO GO SOMEWHERE ELSE AND BUY. SO RUDE PEOPLE. This Chuck(Charles McVay) or his general manager are "impossible to deal" with endless lies. More

NEW BUYERS BEWARE! APR RATE CHANGES AFTER A WEEK! NEW BUYERS BEWARE! I purchased a vehicle last Saturday (January 26th 2019) from Mercedes Benz Escondido with an 1.99 APR rate. I traded in my old vehi NEW BUYERS BEWARE! I purchased a vehicle last Saturday (January 26th 2019) from Mercedes Benz Escondido with an 1.99 APR rate. I traded in my old vehicle, and finances a new vehicle. Yesterday (after a week - Feb 1st 2019) dealer called me and mentioned that they are sorry that they made a mistake and Mercedes Finance approves the loan not with an APR 1.99 but 2.99 instead. So he told me that I need stop by the dealer to sign the new contract. I said "we have a contract and this should not be my problem at all. I dropped my vehicle to you guys and got MY new car and drove it home. After a week you are calling and telling me that APR rate has been increased to 2.99 which is unacceptable". And the sales man said I can return the vehicle back if I don't want to sign the new contract. I told them I don't want to do anything before I get a legal advice because I will definitely fight to the end if I am right. Based on the law in California, my lawyer told me that for them to be able to change the rate, the contract should clearly indicate that "This contract is NOT Final" which does not say anywhere on my contract so it is binding them. That 1 percent APR increase makes 20 bucks per month and total of around $1500 in 72 months.. "Big Brand Mercedes" coming after 20 bucks per month because of their mistake which the customer has nothing to do with. I am writing through every single channel about this experience as well as the corporate office and BBB. Also contacted with the FTC as well. Whatever my legal rights I will be going through till to the end. I really didn't want to believe this but its real. I feel sad about those sales guys who really helped me a lot during my buying process but this very poor experience shaded all their work. Thanks, Hayri Berkan Bilgin More

Don't Walk, Run New owner doesn't care about customer satisfaction. Refused to pay any or part of cost to replace a missing key fob for used car. Arrogant and ind New owner doesn't care about customer satisfaction. Refused to pay any or part of cost to replace a missing key fob for used car. Arrogant and indifferent. Would never do business with them again. More

CLS 550 purchase Thank you Randy Johnson of Mercedess-Benz of Escondido. Randy provided friendly and knowledgeable service and made the purchasing process quick and e Thank you Randy Johnson of Mercedess-Benz of Escondido. Randy provided friendly and knowledgeable service and made the purchasing process quick and easy, I cannot recommend him highly enough. Thank you Randy. I LOVE my car! Best car EVER! More