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Mercedes-Benz of Fort Washington - Service Center

Fort Washington, PA

4.6
2,323 Reviews
Call Service Center (267) 419-4033

2,323 Reviews of Mercedes-Benz of Fort Washington - Service Center

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November 22, 2021

On 9/29/21 my 2017 Mercedes-Benz E43 AMG was stolen from Mercedes Benz of Ft. Washington. I dropped off my car for service and handed my key to a valet attendant. I later learned that my key was either l More

by Bill Nardo
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
No
Employees Worked With
Ryan Kinkade
1.0
This rating includes all reviews, with more weight given to recent reviews.
Derek Witman
4.0
This rating includes all reviews, with more weight given to recent reviews.
Other Employees : Carla Savage, Chris Magarity
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Nov 22, 2021 -

Bill Nardo responded

DO NOT TRUST THIS DEALER WITH YOUR CAR!

Nov 22, 2021 -

Mercedes-Benz of Fort Washington responded

Hi Mr. Nardo thank you for sharing your feedback and we are very sorry that the situation has escalated to this level. We completely understand your frustration. There are a few points in your feedback that do need some clarification. You mentioned the ParkOps team, they have been a partner with us for quite some time. They have well trained individuals who are very responsible and respectful to our clients and their vehicles. I'm not sure it is fair or accurate to say "the valets are young and underpaid employees.." The ParkOps team has an important role in our service lane process and we have tremendous faith in them. The service lane team works hand-in-hand with our Service Advisors and the whole process is managed by our Service Managers. Having a vehicle stolen from our facility was highly unusual and we are investigating all aspects to ensure this doesn't happen in the future. We have tight security measures in place and we continue to evaluate areas of opportunity to tighten further. In learning more about your situation, I believe the replacement vehicle we searched and purchased for you was a 2018 E43. We then put this vehicle through the Mercedes-Benz Certification process and made it available for you as per your request. I also learned that the totaled vehicle was a non-MB Certified 2017 E43 that you had searched for several months and ultimately purchased from MB of Cherry Hill. You mentioned that we tried to upsell you - please know that the "upsell" was offering you a newer vehicle with more equipment and now Mercedes-Benz Certified. Our team also offered to supplement the difference between the Insurance check and what you purchased the vehicle for originally. We would love to continue to help in the process of finding a replacement E43 that closer matches what was lost. Please feel free to reach out to me directly if you would like us to assist. Again we are truly sorry that this happened - hopefully we can come to a happy resolution. Thanks, Aaron Smith -Sales Director aaron.smith@yourmercedes.com

Nov 22, 2021 -

Bill Nardo responded

Mr. Smith, You mention your tight security measures but your service department lost the key to my car which led to it being stolen. Your security cameras were not working at the time which does not sound very secure or responsible to me. Your service manager took almost 8 hours to call police to report my car stolen because they lost track of my car on your property. When I inquired about the Park Ops valets or dealership employee that might have been responsible for my car being stolen, no one including Derek, Carla or Chris would give my any information regarding any actions being taken to prevent this from happening again. If you Google search ParkOps employees, their own reviews state the high turnover rate and low wages. As far as the replacement, Ms. Savage presented me with 3 options but said she could not guarantee that they could be purchased without further research. She asked for my thoughts and what I would prefer. I responded with 3 CPO Mercedes Benz E43s, that I found, that were at local dealerships. One of which was over $5000 less expensive than the car you "purchased for me." My 3 choices were never even considered. The car that was "purchased for me" was significantly more expensive than I could afford. I was expected to pay $10,000 more. I was offered a newer vehicle with more options, however that becomes irrelevant due to the added cost I would have been responsible for. I even offered to compromise with Chris and pay $5,000 to cover the cost of getting the car Certified. He refused. I have been trying to work with your dealership for 3 months, and I have been met resistance throughout the entire process. As of Thursday 11/18/21, I owe the Philadelphia Parking Authority $350 in speeding violations that occurred during the time the car was stolen. No one at your dealership has offered any help to deal with this. Your staff has constantly pointed out to me the expense that this has caused your dealership but no one has addressed the stress and aggravation you have put me through.

Nov 27, 2021 -

Mercedes-Benz of Fort Washington responded

Mr. Nardo, Thank you again for your feedback. In the past 12 years, under the current ownership, there have been 2 service vehicles stolen including your vehicle. We service thousands of vehicles per month at our Fort Washington location, so claiming that we do not have a secure operation is far from accurate. We are constantly evaluating every touch point to make sure we have maximized our security measures. Contrary to our Insurance carrier's recommendation, we used our insurance company to process your vehicle claim - which is not how the process is typically handled. During the claim process we provided you with a Mercedes-Benz Courtesy vehicle for 40 days (the client rate is $100 per day). You have already confirmed with us that you received the check from our insurance company for complete replacement value. We offered to pay the sales tax on the new vehicle that you were looking to purchase from us. As I'm sure you are aware, vehicle inventory is difficult to acquire right now. The local vehicles that you identified were not available for us as the dealership to purchase. You could have purchased any one of those vehicles at the other dealerships directly with the check you received from our insurance company. We were never trying to hold you hostage insisting that you had to purchase the replacement vehicle through our location and I am certain that was clearly explained by multiple team members at FW. The 2018 Mercedes-Benz E43 that we acquired for you was the closest replacement we were able to locate and purchase. We would love to help you resolve your replacement vehicle search, please reach out to Chris Magarity (our COO) or myself. Thanks, Aaron Smith - Sales Director

Dec 03, 2021 -

Bill Nardo responded

Mr. Smith, Please explain to me how not having a security guard , no video surveillance and not securing a customer's key is maximized security. You mention the check from your insurance and the loaner car. The insurance check amounted to the pre-loss value of my car not the replacement value. In this market it will be almost impossible to find a similar car for the pre-loss amount. The loaner car was a nice gesture until you and Chris tried to recover the cost for the loaner and your deductible with the additional $10,000 you wanted to charge me. I offered $5000 to split the difference and cover service cost but that was refused. So you are leaving me in the worst used car market in history, without a car, over a difference of $5000. Also I am still dealing with 3 speeding violations that were received after your employee stole my car and went joy riding and speeding in my car. You and your management team have refused to acknowledge these violations that were a direct result of your dealership losing my car. As of 11/17/2021 the violations are considered delinquent which makes me liable for additional penalties.

November 20, 2021

My service advisor was good, however I am still experiencing the same issues I had previous to bringing in my car More

by SAFEEYALLAHBERRY
Customer Service
Friendliness
Price
Quality Of Work
Recommend Dealer
Yes
Employees Worked With
Mike
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November 19, 2021

Nice customer service,work was done on time and all was clean and done right More

by EWSCOTTJR
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Ryan Kinkade
5.0
This rating includes all reviews, with more weight given to recent reviews.
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Nov 19, 2021 -

Mercedes-Benz of Fort Washington responded

Thank you for your kind comments! See you next time at Mercedes-Benz of Fort Washington!

November 19, 2021

A customer friendly dealership and employees that engage enthusiastically with customers. I’m impressed with their service quality, as well as their commitment to meeting and surpassing customers expectatio More

by BOSLEUTH01
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Ryan Kinkade
5.0
This rating includes all reviews, with more weight given to recent reviews.
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Nov 19, 2021 -

Mercedes-Benz of Fort Washington responded

Thank you for the kind review! We appreciate your kind words about our team and look forward to serving you again in the future! - The Mercedes-Benz of Fort Washington Team

November 18, 2021

Comprehensive expertise in servicing my vehicle ensuring my investment remains solid. Quality service at a cost but worth it based upon the ongoing reliability of my diesel. More

by SIMON.DEBORAH
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Ryan Kinkade
5.0
This rating includes all reviews, with more weight given to recent reviews.
Report | Print
Nov 19, 2021 -

Mercedes-Benz of Fort Washington responded

Thank you for trusting the Mercedes-Benz of Fort Washington team with your vehicle's service needs! We appreciate your business and look forward to your next visit!

November 18, 2021

I would not buy a car any other place. This dealship I would not buy a car any other place. This dealship and staff are top notch. Fred Milke is a knowledgeable and great salesman. More

by JKAPLAN01
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Ryan Kinkade
5.0
This rating includes all reviews, with more weight given to recent reviews.
Other Employees : Fred Milke
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Nov 18, 2021 -

Mercedes-Benz of Fort Washington responded

Thank you for trusting Mercedes-Benz of Fort Washington! Mike and our team appreciate your 5-stars!

November 17, 2021

Service was done efficiently & quickly. I like the text message updates..I would go again. More

by MELISSALEONARDHOMES
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Ryan Kinkade
5.0
This rating includes all reviews, with more weight given to recent reviews.
Report | Print
Nov 18, 2021 -

Mercedes-Benz of Fort Washington responded

Thank you for visiting our team here at Mercedes-Benz of Fort Washington! We appreciate your wonderful feedback and look forward to seeing you again in the future!

November 17, 2021

Great service and Tony was great in getting my issue taken care of! Since my car needed more time he offered me another date and a loaner so I could Getto work More

by Monique
Customer Service
Friendliness
Recommend Dealer
Yes
Employees Worked With
Anthony
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Nov 18, 2021 -

Mercedes-Benz of Fort Washington responded

Thanks for taking the time to share your experience, Monique! We're glad to hear Tony took great care of you and we hope to see you again next time here at Mercedes-Benz of Fort Washington!

November 15, 2021

I also receive great Service under the Leadership of the GM Carla Savage. I am especially pleased with the prompt, courteous and thorough service calls under the service Director Derek. My kudos to all ! More

by MICHAEL.BRAJCZEWSKI
Customer Service
Friendliness
Price
Quality Of Work
Recommend Dealer
Yes
Employees Worked With
Joann, Mike
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Nov 16, 2021 -

Mercedes-Benz of Fort Washington responded

Thank you for leaving the Mercedes-Benz of Fort Washington team such a kind review! We're grateful to have you as our customer, Michael! We hope to see you again!

November 12, 2021

Staff always ready to assist customers. Buying cars here since mid eighties. The service upsets are really helpful. More

by BBROAD22
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Ryan Kinkade
5.0
This rating includes all reviews, with more weight given to recent reviews.
Report | Print
Nov 15, 2021 -

Mercedes-Benz of Fort Washington responded

Thank you for taking the time to leave the Mercedes-Benz of Fort Washington team this fantastic five-star review! We hope to see you again!

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