I will never bring any Mercedes-Benz to this dealership again, nor will I ever consider purchasing a vehicle from them. I have heard many negative reviews of this dealership so I was surprised to see so many good reviews on here, review fraud? Probably.
I took my classic Mercedes in to have a simple piece replaced, I used the drop box and wrote on the slip I would expect a call for 9am. That call never came. I called at 10am, I was told the service rep who was assigned to my car was busy and to leave a voicemail, so I did. No call back. I called at 11:45am, I asked for the rep again and Susan hung up on me. I called back and was transfered to BMW Service. I called back again, and got Susan, she told me that Michael was now busy-and she could give me the voicemail, I asked her to please tell me what was wrong with my car, as it was now about 12pm-she told me there was no ticket created and that my service rep was actually Robert. She said he was busy and sent me to his voicemail. I left a message, at this point a little aggravated no one will talk to me-a paying customer who has been here before. I left a voicemail asking for a callback, and I wanted to know why no one had called when I wrote on the slip 9am.
Robert called back-and played stupid when I asked him why no one called-and simply said that the car wasn't in yet, but it would be in later this afternoon. I SPECIFICALLY requested a call in the MORNING. NOT AFTERNOON.
I called back after having enough and told Susan to forget it, and that I would take the vehicle to another location. She said okay and then I received a voicemail maybe 3 minutes after I hung up from Robert asking what I wanted them to do as the car was going to go in the shop in a little while.
Of course now they call because they want their money...
I called back, once again Susan said that Robert was on the phone and I could leave a voicemail, I told her yet again, Cancel the service request and the vehicle is going to another dealership.
I called Mercedes Benz North America and made a formal complaint about their lack of responsibilty to service their customers. I was advised to call and speak with the Service Manager, Nancy Hunt and inform her of the situation.
Well, the service manager was NOTHING but rude, and it was as if I was talking to a brick wall. She then told me that the car was supposed to go in an hour ago (Mind you I told them to cancel it less than 30 minutes ago...and Robert called back saying it was to go in, in a LITTLE WHILE).
BOTTOM LINE: GO TO FAIRFIELD MERCEDES OR ANOTHER LOCAL DEALERSHIP-THEY ARE CROOKS AND ONLY WANT TO COLLECT THEIR MONEY. NOT TO MENTION FAIRFIELD MERCEDES MIGHT BE A LITTLE FURTHER AWAY-BUT THEY HAVE A LOWER HOURLY RATE.
SCREW NORTH HAVEN MERCEDES AND THE MAURO MOTOR GROUP.