Mercedes-Benz of Paramus

Mercedes-Benz of Paramus responded

This is great to hear! So glad Steve exceeded your expectations and we have earned a customer for life at MB of Paramus. We will be sure to acknowledge Steve

Mercedes-Benz of Paramus responded

We understand that on April 17, 2018, you had brought your 2001 Mercedes Benz SLK230 to Mercedes-Benz of Paramus with several concerns. Repair order 274538 & 291701. 1) Customer states check vehicle not starting….coolant fan running when the vehicle is turned off (note vehicle may need gas) 2) Replace the exhaust system 3) Replace the fan control unit We spent a number of hours diagnosing the issues and found it needed some fusible links, electrical connectors and a fan control unit. We also inspected the exhaust which you had requested us to replace, however it was not available through MBUSA. Since you were advised that the parts were not available, our service department asked that you then please pick up your vehicle. This took place at the beginning of May 2018 You had advised that you wanted to try to get aftermarket parts yourself. After many calls, we never got a response; therefore, the paper work was closed out on June 30, 2018. On October 22, 2018, you had contacted one of our service writers and asked to open another repair order stating you never picked up your vehicle. We rechecked the radiator fan and wiring, and since you asked, we repaired the exhaust system. We spent $1,387.72 to attempt to repair the exhaust and the no start issue. You had given us the authorization to repair your vehicle and approved a $1,500.00 estimate. On or about November 2, 2018, you contacted us and advised of some damage you believed was done to your vehicle back in April and wanted an estimate so you could bring it to your own body shop to have it repaired. We received an estimate from an authorized Mercedes-Benz body shop, totaling $887.38. Mercedes-Benz of Paramus offered to then absorb your current bill of $1,387.72 so you could take your vehicle to have it fixed at any body shop. You agreed. You then noticed your 2001 Mercedes Benz SLK 320 with a 173,223 miles headliner was starting to droop and some of the instrument cluster had some minor fatigue from age. Unfortunately, these items are due to age and or mileage on the vehicle and we cannot take responsibly for the repairs. We understand that you had become upset and threatened our service manager, who asked you to please take our offer of the free repair and go have a body shop look at this car. You were never charged for any repairs or inspection on your vehicle in the last six month nor were you charged any storage fees for the six months that you left your vehicle on our property.

lensouthfl responded

Vehicle was brought in with the dash & headliner completely in tact & prior to being brought into service it immediately came out of the body shop where it was fully repainted to factory specification and of course no body damage. Regardless of mileage the car the headliner drooped while in the Dealership and according to the shop the dash parts were very delicate and sustained damage while they were being removed and were re-secured as best as possible with damage. The point is that the interior parts were damaged from the repair. The cost of the damaged parts and labor to install is about $1,200.00 so the total damages were approx. $2,087.00 so with the RO being exchanged for some of the damages it leaves the total damages short $700.00. Of course the dealerships cost to fix at their cost would be much less and it was requested that these parts be replaced and it would have been resolved. Part of the repair was the catalytic converter were it was removed and the car was inoperable until a new one was obtained by MB. This part was severely backordered and there was no way to tell how long it would take MB to deliver it. While awaiting the part from MB car was not operable as the converter was removed. As soon as part came in it was installed and at that point it was ready for pick up. This was a work in progress where several visits were made to check on the status of the vehicle. And in the interim other vehicles were brought in for service and picked up as soon as they were ready. Also the original service advisor and the replacement advisor left the Dealership for whatever reason. The third service advisor probably opened up a new RO for whatever reason. Was informed of the bumper damage by both the original service advisor and shop that the underside of the bumper sustained damage due to negligent handling by the valet this information was offered and admitted by the staff and originally said that when the repairs will be done this will be addressed and once again the staff brought this damage up and accepted full responsibility. Also the car is an SLK 230 not 320 as was mistakenly described in the response also it took a week after the repairs were done for the Dealership's estimate to come from the Dealership's body shop. No threats were made against anyone and the Sales Manager not Service Manager was brought in to try and aid resolving the matter. Service department said that is all that they will do and never to bring this car or any other car ( there are others ) for service and refused to accept another vehicle which had an appointment on that day.

Mercedes-Benz of Paramus responded

Thank you for your feedback, and thank you for servicing with Mercedes Benz of Paramus.