I purchased my 2012 Mercedes C250 from Mercedes Benz of
Pleasanton in 2014. They have performed all the maintenance and repair services since the time of purchase. In January of 2021, I brought my car in
Pleasanton in 2014. They have performed all the maintenance and repair services since the time of purchase. In January of 2021, I brought my car in for a repair that was not covered by warranty and was estimated to cost $1400 plus tax. After shopping around at nearby foreign car repair establishments (all of which quoted me a price far lower than Mercedes of Pleasanton), I decided to continue having Mercedes of Pleasanton perform my repairs, including this one. When the repairs were completed, I picked up my car and drove a short distance home. The next time I drove the car, I reached into my console only to find that all of the gift cards (roughly $900 in value) were missing, stolen actually. No one other than me and Mercedes Benz of Pleasanton had access to my car. I called on January 25, 2021, the next business day to address the issue and was told someone would get back to me within 24-hours. It took management two weeks before they called me back just to say, “They’ll investigate the matter.”. Approximately 7 ½ weeks passed before management got back to me saying “Yes, an employee had stolen from me.” and approximately 5 months passed before I was reimbursed the gift card value. To add insult to injury, management initially offered me a service credit of $745, which is $155 less than the total value of the gift cards, to be used at their dealership. When I said a service credit would not work for me, they said it was either a service credit or nothing. I tried contacting Mercedes Benz USA to see if they could help but received a generic response stating that each dealership is independently owned and to contact the dealership directly. I had to contact upper management multiple times to get the issue resolved. My hope was that purchasing a higher end car with brand recognition such as Mercedes Benz would expose me to better customer service.
My biggest concern is that not only was there no sense of urgency in fixing the wrong done to me by one of their employees, their mismanagement of the situation and utter dismissal of me, their loyal customer, made it seem like they were doing me a favor when I was the violated party. They weren't very apologetic, were slow in rectifying the situation (crime actually, let’s face it, their employee stole), and did not make me feel like a valued customer of 7 years. I had every intention of purchasing a Mercedes GLB for my next car, but I cannot in good conscience purchase a Mercedes knowing that this is how this dealership and their corporate parent company treats their customers. I’d encourage you to think twice before giving your money to any business that is not interested in valuing their customers and quickly fixing substantial errors like employees stealing from customers. I’ve attached a timeline of what happened. I hope this helps.
Timeline of Events
1/19 – Delivered car to Mercedes of Pleasanton for overnight drop-off.
1/20 – Scheduled repair.
1/21 – Repair completed; picked-up car; drove straight home.
1/23 – Discovered gift cards were missing. (First time driving car after pick up from service.)
1/25 – Contacted my service advisor to report missing items. Was told I would be contacted in a day.
1/29 – Sent text to service advisor re status of claim.
02/01- Called service advisor. Was asked to provide a list of missing gift cards. Was told I would receive a status update within 24-hours.
02/05 – Was called by Service Manager who informed me that she was aware of the situation and that they were investigating.
02/11 – Last communication from Mercedes of Pleasanton - Received a call from Service Manager stating that they were still investigating the matter.
2/23 – Sent email to Mercedes Benz USA regarding this matter with updated gift card list.
2/24 – Received generic response from Mercedes Benz USA (corporate parent) stating dealerships are independent, and that my letter would be forwarded to Mercedes Benz of Pleasanton
3/19 – Received a call from Service Manager stating that their investigation was concluded confirming that one of their employees had stolen my gift cards. She offered me a service credit for $745.
3/23 – Sent email to General Manager, Service Director, Service Manager asking for full cash refund of gift card value.
3/23 – Received email from General Manager stating I would receive a check in the full amount of the items stolen.
4/13 - Emailed General Manager regarding status of check as I had not received it.
4/13 - Received email saying he thought it was handled.
4/22 – Having not received my check, I file police report with Pleasanton Police Department .
4/28 - Called Mercedes Benz to speak with General Manager. Was not available, message left.
5/4 – I was contacted from someone in the Finance Department regarding issuing a check, inquired about my address.
5/7- Received check from Mercedes Benz of Pleasanton, FINALLY!