Mercedes-Benz of Salt Lake City

If I could give zero stars, I would. This experience was absolutely appalling, and I sincerely hope ownership takes the time to read this. I am genuinely disgusted by the way this bus This experience was absolutely appalling, and I sincerely hope ownership takes the time to read this. I am genuinely disgusted by the way this business handled a young man with disabilities who trusted them to help him with his vehicle. This young man was placed in a repair situation he could not financially afford, and I have serious concerns about whether he fully understood the repairs and expenses he was agreeing to. When I contacted the business to explain his circumstances and try to get a handle on the situation, I was essentially met with, "Sorry, we didn't know." What makes that response particularly troubling is that the employee assisting him, Aly, acknowledged to me over the phone, "Yeah...I could tell I had to explain things a couple of times for him to understand." So there was some recognition that he was struggling to understand what was being explained, yet the business continued with thousands of dollars in repairs. And here's the worst part: AFTER MORE THAN $3,000 IN REPAIRS, THEY DID NOT EVEN FIX THE VEHICLE. We were told the vehicle was repaired and ready to go. ONE MILE down the road, the exact same issue returned. One mile. After more than $3,000. We immediately brought the vehicle back and left it with them to investigate. Their next conclusion? It supposedly needed a new EGR valve because the existing one was so dirty. Except that EGR valve had already been replaced six months earlier, and we still had the old one sitting in the trunk as proof. At that point, I had absolutely no confidence left in their diagnostic abilities or their business practices. I refused to authorize another repair and requested that they have the vehicle towed back. Their response? They would tow it to the dealership for free, but if we wanted the vehicle returned to us, we would have to pay for the tow ourselves. Let me make sure I understand this correctly: You charged a vulnerable young man more than $3,000. You told us his vehicle was fixed. It failed again within ONE MILE. You then proposed additional repairs, and now you expect US to pay to retrieve a vehicle that you failed to repair? That is an absolutely unacceptable way to treat a customer. In my experience, this shop operated more like a parts-replacement operation than a competent diagnostic repair facility. Rather than identifying and resolving the underlying issue, it appeared they were simply addressing fault codes, replacing components, and moving on to the next suggested repair when the problem persisted. I understand that automotive diagnostics can be complicated and that not every repair is guaranteed to resolve every issue. But when a customer spends over $3,000, is explicitly told their vehicle is fixed, and experiences the same problem almost immediately, I expect the business to take meaningful responsibility. Instead, we have been left with an enormous repair bill, a vehicle that still doesn't work, and an additional towing expense just to get it back. I am asking ownership or upper management to contact me directly, arrange for the vehicle to be returned at the business's expense, and provide a meaningful explanation of how this situation was allowed to happen. This experience has been financially devastating for someone who was already vulnerable, and the apparent lack of accountability has been just as upsetting as the failed repairs themselves. I would strongly caution anyone considering this shop to ask for detailed written diagnoses, question every proposed repair, and get a second opinion before authorizing expensive work. I sincerely hope this business chooses to make things right. As it stands, this is one of the most disappointing and concerning customer service experiences I have ever witnessed. More

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