Terrible Customer Service
I purchased a used $50K vehicle from Mercedes of Flagstaff dealership. The salesman Jimmy was pleasant enough to deal with and as an out of town buyer
I purchased a used $50K vehicle from Mercedes of Flagstaff dealership. The salesman Jimmy was pleasant enough to deal with and as an out of town buyer felt everything was going well. The Saturday arrived to pick up the vehicle things started going downhill fast. I test drove the SUV and upon acceleration the check engine light illuminated. Since it was a Saturday, I was first told that they would call in a mechanic to resolve the problem. Apparently, they only have two. One was in Vegas and the other mountain biking and didn’t want to come in. Jimmy doing what he could, took the vehicle to another near-by dealership, who actually had mechanics working, to see if they could diagnose the problem, but they didn’t have the right equipment. Finally, after wasting almost the whole afternoon, I was told I would have to take the car to Phoenix on Monday to resolve the issue. This delayed my trip home and of course, cost additional to stay in Phoenix for the night. I drove to Phoenix and the dealership did fix the problem (lose hose) on Monday at no additional cost.
Actually, my biggest mistake was allowing Mercedes of Flagstaff to handle my out of state registration. I was told they could handle this for me and I thought the convenience factor was a good idea. WRONG! After my 30-day temporary tags expired I began calling and emailing the dealership. It was almost impossible to get someone to answer the phone and no one would return my email. I finally got a hold of a guy in parts and had him go find the person I needed to speak with about plates. They apparently failed to have me to sign and notarize one of the documents. They FedExed and I did the leg work to get the document notarized. I sent back via FedEx and then crickets. I once again called and emailed. Not only would no one answer the phone, but the finance people’s voice mail boxes were full and could accept a message. I finally got the receptionist once and asked for the GM leaving him a message. Crickets. Calling again now even the receptionist’s voicemail was full and still is today.
At this point I decided to call Mercedes Benz Customer Service. They were reluctant to help as it was a used car. I explained that my problem was not the car, but rather the people at the dealership who refused to respond. The customer service person was empathic and offered to call. He did get a Ms. Harris to call me and she apologized for the delay, assuring I would get the plates “any day now”. She in turn had Ms. Thomas send me a new temporary tag.
It is now 30 days later, some 90 days after I purchased the vehicle and still no plates. Calling and emailing again no answers. Finally, I get Haley Thomas the title clerk who, must have picked up the phone by accident and she tells me they needed yet another document notarized on their end and my plates should be on the way soon. I reminded her my temporary tag expired and she assured me she would send another. I guess I don’t even have to mention that I have not received it.
Presently calling, I now realize the guy in the parts department is the only person who answers his phone so I call him again and ask to be transferred to Ms. Harris. Again, by chance I connect with someone who actually answers the phone. I ask for Ms. Harris. “She is no longer with us” is the response. Now this person, a Mr. Christmas, also apologizes and agrees to help. Days later nothing. No return call, no email and no plates.
The day I was at the dealership there were literally no other customers in the place. It was like a warning sign similar to going into a restaurant with no other diners present. It’s like the whole place operates part time. Even the GM could be bothered to respond! How Mercedes Benz can claim this is a bonafide dealership when no one there cares about its customers is beyond me.
Bottom line is if you chose to deal with this place be prepared to have zero follow through and don’t let them handle your registration!