Mercedes-Benz of Honolulu

My experience started with a Friday morning 10:45 A.M. appointment to explain the issues with my car. I received a call at 4:00 P.M. telling me they had just started work, more than five hours after my a appointment to explain the issues with my car. I received a call at 4:00 P.M. telling me they had just started work, more than five hours after my appointment. Working late that day, I had no way to get to the dealership to pick up my car, which they kept over the weekend. I was stranded without a vehicle for more than 72 hours with no offer of a loaner or payment of a rental. I was left with no choice but to leave my car there, because I was not given the courtesy of a timely phone call to make arrangements. Months earlier I turned in my car for services and repairs, and when I received it back the base plate on the shifter was coming loose. Not having the time to take my car back for something that was not a functional issue I waited until I had to go back two months later. I was told that Mercedes would take no responsibility for breaking the base plate but they would happily replace it for $200. Again, on my Friday appointment, I complained that Mercedes broke my base plate and was assured I could speak to the manager. I had to personally come into the store and demand to see the manager on Monday afternoon before this was accomplished. The manager basically told me there was no way I could prove they had broken it so they would not take responsibility. The implication is that the customer must be able to PROVE that they broke something in order to receive any sort of compensation. Is that good customer service? When I asked if I needed to take video or photographic evidence before I turned my car in for services, to compare to afterwards, I was basically given a should shrug. Finally, after waiting more than an hour on Monday afternoon I got my car back (I had specifically requeste the complimentary car wash at the 10:45 appointment and that Monday afternoon) and it was filthy. They had not even touched it. When I called the manager one last time to reiterate Mercedes Benz of Honolulu's service issues I was greeted by a hostess who claimed the manager was not in today after I had finished speaking with him no more than 10 minutes prior. Overall, their customer service is very poor (lack timely service, lack courtesy, lack understanding of customer's time, will not take responsibility for actions), even if their repairs are okay. It's dissappointing that the Mercedes quality of service has gone the way of the Do-Do. I would reccommend seeking a specialist auto repair shop if your mercedes is out of warranty. More

Everyone wants a piece of Paradise, right? Well... We had a piece of paradise when we bought a 2008 Mercedes C300 our Sales person Howard was to me very nice. Later in the months we turned out car in for a c a piece of paradise when we bought a 2008 Mercedes C300 our Sales person Howard was to me very nice. Later in the months we turned out car in for a cheaper family car... We went on being unsatisfied and so we wanted to get our mercedes back. Did we? no. More like we couldn't. We'd be too much in the NEGATIVE. Soooo we just said forget it then they said that they'd figure out some numbers... Then my mother got a call from ADAM KOO, his demeanor was sooooo disgusting that my mom should've fainted. he pretty much made it seem as if he was better because he THINKS he is. Money dont make a man, man makes MONEY. Believe and TRUST. Im 18 and in my generation id figure someone that works and believes their all that and a bag of chips better make sure they know what their talking about. ADAM KOO if you EVER read this... Believe you are DISGUSTING. Your attitude needs to be FIXED. ADAM KOO? One more thing... YOUR STILL DISGUSTING. =] More

I called to make an appointment for service. Originally I was told that if I wanted a loaner, I should plan on making my appointment 3 to 4 weeks in advance. When I called, they were able to accommodate me w was told that if I wanted a loaner, I should plan on making my appointment 3 to 4 weeks in advance. When I called, they were able to accommodate me within four days. When I arrived, they were very busy but was able to get to me within a few minutes of my appointment. The loaner that was provided was almost new and was spotless. I was contacted by my service consultant and updated on the status of service. The cost of the service was expensive, but no more than I have experienced with other dealership. When I picked up my car, my car was not be immediately available, as it had not been washed. They were very apologetic, and explained that the person responsible had called in sick. I had a very short and pleasant wait, which was only a few minutes in their comfortable lounge. The service consultant came to get me in a few minutes and again apologized and delivered my car fully serviced and cleaned. No matter how good a vehicle is, a Service Department can make or break a dealership. I would recommend this dealership, based so far with my experience with their sales and service department. At no time did they ever mention anything about rating them. More

The service rep starts with the listing of what you want. Barely listens. Calls you to tell you he can't do it all unless you leave it (after I was told it would be one day) and recommends I pick it up and m Barely listens. Calls you to tell you he can't do it all unless you leave it (after I was told it would be one day) and recommends I pick it up and make another appointment. Washes the car after I said no. Misses some of the problems. Asks if I would rate him excellent. Dealer calls and I list problems. Then she asks I rate them. I rate them low and she then asks if I would please rate them excellent on the national survey. ONLY worry they have is their rating. BTW, never got a thanks from anyone, rep, cashier but did get at thank you from the shuttle driver... he needs to train them all. More