First off, I've read a lot of reviews. I also understand that everyone has different experiences. My reason for giving Mercedes of Knoxville a 1 star rating,.
I am a business owner of over 30 years who owns a servicing business and purchases many vehicles for my company.
My clients give my company the opportunity to correct an issue if one should arise that we may have caused. Service and value is what is most important and keeps my business open.
I have given MANY OPPORTUNITIES for Mercedes of Knoxville to correct their mistakes therefore, my experience with THEM far succeeds all the bad ones I have read. Yes, they have clean bathrooms, waiting room while waiting for service. Yes, the personal is pleasant and you get treated well.
In my experience as a business owner when it comes to hiring companies to do work for me - “Integrity is shown when you're having an issue and how it's handled”. I'm not here just to place a bad review (this is my first)....This is a few years of giving them the opportunity to correct a couple of issues. I have documentation to prove my unjust treatment.
I'm an avid repeat client who has bought many cars using the same dealer. In 2016 I bought 2 vans on the same day. A new 2015 Sprinter & 2016 Metris. Since then I've bought another 2017 Metris & this month a Mercedes GLS-450 but, went out of state to do so! I'm also planning to buy another Mercedes Metris so, you get my point.
The two I bought in 2016 had to be transported to Mercedes of Knoxville. When I went to pick up, it was not the same VIN number I bought. I notice some differences in the truck from the VIN number and description from the paperwork include the VIN number the salesman gave me. Most importantly, they sold “my” vehicle the same day I went to pick it up. Someone I know at DMV run Vin number for me). I also found out from Mercedes USA the vehicle was stripped down and brought in from Chicago, Illinois.
We start noticing issues with the van right away. First was the tires. We has to replace after only 12,000 miles of owning the truck. Tried to get Mercedes of Knoxville to fix the issue but, their answer was it wasn't the alignment. They claimed an issue with the steering column, which was under warranty. (Nothing to do with alignment). I had it checked from 3 local shops giving me print out of it being out of alignment.
We took all the cars in for recalls. The Metris was damage the hood wrap by running the it through their car wash. You can’t put wrapped vehicles through car washes, they have to be hand wash. So, they ripped the clear coat in 2 section on the hood. It was the act of congress to get them to pay for the damages. Another problem transpired when winter came and the heat was not working. We took the vehicle to them several time to get them to rectify the problem – I was told to correct the problem we needed to install a bulkhead (which goes behind the seats and would block the air or heat from going to the back of the truck). Metris has a Booster fan for AC & Heat which is automatically equipped in all their vans. We again tried to get Mercedes of Knoxville with no help.
I ended up paying $1200 for a booster fan to be installed by a local shop.– I was told needed to have it program from a dealer & so again reached out to have them program it for us. I ended up taking it to another Mercedes dealer to be programmed. I reached out again for compensation from their mistakes but, they refuse to deal with me.
I wouldn't recommend Mercedes of Knoxville.