Poor Service and Uneasy Outcome
There's a word limit here so I will keep this brief.
I have owned/leased 7 Mercedes Benz vehicles so I well aware of the level of service. Upon my arrival *3/17/21) I wasn't properly greeted but later met my Service Advisor Colin. Normally when you get a loaner the advisor walks around the vehicle and indicates, existing or new damages then checks the interior. THIS WAS NOT DONE. Once I get halfway to my office, I noticed the vehicle is half full. I immediately call back and the receptionist mentioned Colin wasn't available, but she will let him know about the gas. THAT DID NOT HAPPEN.
Picked up my vehicle.
I noticed my Louis Vuitton Portfolio was missing. Called Colin to inquire and reached his voicemail - left a message.
Since I didn't hear from Colin, I called the service manager at 9:00am. I hadn't heard back from the service manager so I went to speak with him in person around 5:00pm. Told him about my lost item and he mentioned normally cars are cleaned and anything left is taken to lost and found. He later checked, then apologized that nothing was found or turned in.
Called and left Colin another message as I felt the item was left in the loaner. I wanted him to take another look.
Received a Paid Statement for not returning the loaner with a full tank of gas. I mentioned to the receptionist I didn't like the level of service and that I was aware of the survey Mercedes would send and I will just wait to express my concern then. She later said, "Let me try to get Colin one more time."
At this point, Colin comes to the phone. I told him I left him a voicemail and wanted to know why I didn't receive a return call. He said, "He spoke to the Service Manger and he thought it was all done...there wasn't a need to". He then said, "The receptionist mentioned you knew of the survey coming?" Then Colin asked me to NOT COMPLETE THE SURVEY. I then let him know the real reason I was calling was to get a refund for the gas charge.
Colin then said he'd check the loaner vehicle one more time. After that, the Louis Vuitton portfolio was located. Colin was apologetic and mentioned putting it in his safe which I late retrieved.
I'm a nice person and I stewed over not doing the survey as Colin requested. Then I thought of the entire process and how many times it took me to call with little follow-up then I decided to do the survey. I didn't place in the survey that Colin ask me not to complete it but wanted to make sure the next customer gets better attention and service.
I finished the survey at 6:40am I believe and started doing things around the house. I later see I missed a phone call from Mercedes at 6:52am but there was no voicemail. I called the number back to hear that I had reached Colin's voicemail.
This is where I get more concerned. I left a voicemail for the service manager to ask how the survey works. I later called for the General manager Jason Hoover but was told my Marquitta that he was in a meeting. I was then transferred to David Rodriguez and he defended Colin's approach to the matter. I told him I didn't feel comfortable with Colin calling before business hours and if this was a call to put me in my place for completing the survey...it wasn't right. I then asked did he think it was ok for Colin to ask me not to complete the form. He said, "Yes and Colin is a great person, and he was trying to make it right." I then thought to myself if he was trying to make it right, he would have left a voicemail.
I later got the name Robert Farrel but decided to stop there because it seemed my concerns will never be addressed and if I had future maintenance or service, I needed to contact another dealer.