Mercedes-Benz of Seattle

Mercedes-Benz of Seattle responded

Mr. Albar, with all due respect, I understand your frustration regarding the fact that your AC system has failed on your 2008 Mercedes-Benz C300. I know that it is your pride and joy and you have obviously taken great care of it. It's a beautiful 17-year-old car. You are to be commended for the effort you have taken to keep it in such fine condition. However, regardless of the fact that it has been garage-kept and that it has just under 60k miles (great mileage for the year), it is still 17 years old, and time takes its toll on components. Your service advisor, Bill, was correct when he said that we didn't check the AC system because you brought it in for airbag recalls and those two systems have no correlation with each other. To draw an (admittedly) exaggerated comparison, we also didn't check the operation of the power windows or the trunk latching system because those things also have absolutely no connection to the airbags, either. If his response to you felt disrespectful, I apologize. This will be discussed with him. He should have been more mindful of his tone and taken an extra few minutes to make sure that you understood all of this. I know that it seems like a crazy coincidence that you brought the car in with a functioning AC system and picked it up with the system no longer working, but that's the thing with older cars. When components fail, they do so without warning and sometimes for no apparent reason other than time. We're definitely not interested in finger-pointing, because in this situation, there is no one to point a finger at. You didn't do anything wrong and neither did we. It was simply a matter of one of the systems of an older car suddenly failing. Regarding trust issues and accountability, if we had done something to cause damage to your vehicle while it was in our shop, then I assure you that we would accept the fact that we were responsible and would react appropriately to rectify the damage. However, nothing that we did, either inadvertently or intentionally, during the course of the airbag recall service work could cause the AC system to fail, so I do not understand how you can find us accountable. We have diagnosed the situation, discovered the problem and have given you an estimate for the repair. With that diagnostic assessment, you are not committed to using our Service Department. You can take the vehicle anywhere you would like, or we would be more than happy to service the vehicle for you. Please let me know how you would like to proceed. If you would like to discuss this further, please reach out to me at the email address below and I will be happy to try to answer any further questions you may have. Thank you, Terry Collins - Customer Experience Team Lead CustomerExperience@Swickard.com

Mercedes-Benz of Seattle responded

Thanks so much for the 5-star review of Mercedes-Benz of Seattle! Thank You, Customer Experience Management customerexperience@swickard.com

Mercedes-Benz of Seattle responded

Andrew, thank you for sharing your experience with Jacob and the team! We’ll see you next time at Mercedes-Benz of Seattle! Thank You, Customer Experience Management customerexperience@swickard.com

Mercedes-Benz of Seattle responded

Vishakh, thank you for choosing Mercedes-Benz of Seattle and for sharing your experience with Sasha and Trevor. We're here if you need anything else in the future! Thank You, Customer Experience Management customerexperience@swickard.com

Mercedes-Benz of Seattle responded

We're grateful to have you as a Mercedes-Benz of Seattle customer, Lou. Thanks for the review! Thank You, Customer Experience Management customerexperience@swickard.com

Mercedes-Benz of Seattle responded

Mark, thank you for sharing your positive experience with Bill! We are thrilled to hear you received efficient and honest service. We hope to see you again at Mercedes-Benz of Seattle!

Mercedes-Benz of Seattle responded

Thank you for sharing your awesome review of the team! We’re pleased to hear you felt so well taken care of. Here’s to safe travels ahead from all of us at Mercedes-Benz of Seattle.

Mercedes-Benz of Seattle responded

Thank you for the years of trust and loyalty, your words mean so much to us, Larry! We'll be sure to pass along your kind words to Bill. If you ever need anything else, please feel free to reach Seattle Mercedes again.

Mercedes-Benz of Seattle responded

Ashley, we are glad to hear that Kelsey provided excellent service. Thanks for choosing Mercedes-Benz of Seattle, and welcome to the Swickard family!

Mercedes-Benz of Seattle responded

Donna, we are glad to hear that Sam and Ty provided excellent support. Thanks for choosing Mercedes-Benz of Seattle!