After experiencing a flat tire, Embrace towed my car to Mercedes of Tampa due to distance over the St. Petersburg dealer I traditionally work with. After being told that my vehicle was not on the lot, and a 3 plus hour search, my vehicle was located.
I purchased the tire protection at the time of the lease and shared this with the serviceman. Bob. I was later told I don’t have the protection and would have to pay for the repair. I repeated to Bob and again the Jesus when I picked up my vehicle that I did have the protection, in fact I had used it 6 weeks earlier. After several minutes of debating this, the service man shared that I can send my receipt to the warranty company for a refund. I took his suggestion the following day and was shicked to hear that it wouldn’t be covered now as the dealership didn’t get the required preauthorization.
I brought this to John, the service manager. He shifted blame on me and asked if I provided a copy of my warranty to Bob. I hadn’t, it wasn’t requested nor have I the 4 previous times I used the warranty so I didn’t know if was required. The manager said he would reach out to the service location I traditionally frequent to see if anything can be done and he would call me back the next day. That was 2 days ago.
In heinsight, it’s the worst customer service I have experienced with Mercedes and would strongly suggest you visit another dealer for your service needs.