Mercedes-Benz of West Chester

Mercedes-Benz of West Chester responded

Hello, Haley. I am very sorry that your experience was such a disappointment. That is obviously not how we want our clients treated. My name is Colin Mattis. I am the Client Advocacy Manager for Park Avenue Motor Cars, the parent company of MB West Chester. I would like to learn more about what happened so that I can identify where our procedures need to be enhanced so that does not happen again. I would also like to attempt to make amends if possible. If you are willing to discuss, please send me your contact information. cmattis@yourmercedes.com If you are not interested, I understand and wish you the best.

Mercedes-Benz of West Chester responded

rri1709 I am very sorry you are unhappy with your purchase. I am also sorry our team did not treat you in a manner that demonstrated their commitment to the excellence of the Mercedes-Benz brand. My name is Colin Mattis. I am the Client Advocacy Manager for Park Avenue Motor Cars, the parent company of MB West Chester. I would like to assist you in determining what options are available to lessen or resolve your concerns. If that would be acceptable please email cmattis@yourmercedes.com

rri1709 responded

Hello, Ricardo. I am sorry to hear that the vehicle does not meet your requirements. Your email has a lot of details, but it seems that essentially you are unhappy that your expectations were not met. It is difficult to know how to attempt to make things better. As you know once the vehicle is titled it becomes a used vehicle and is affected by significant depreciation at that moment. It is the law that requires the vehicle to be listed as used once titled and there isn’t anything I can do about that. If we could just “restock” it and sell it as New it would not be a problem. In order to set your expectations as far as how I am involved when clients are dissatisfied, please know that my role is intended to address client dissatisfaction as it relates failures of our people, processes, and vehicle malfunctions. Your message states that: “I feel that they took advantage of me somehow just to sell a car. You might say, why didn't you buy another car? Well, let me explain. I have been car shopping for at least two months, very tiresome. Tired of talking to salesmen from Fiat to Land Rover. That's when I received his call with "some money he had to use" & decided to give him a shot.” If you could be more specific about how they took advantage of you I can investigate the concern and consider possible remedies. As I am sure you recognize, the salespersons role is to present the manufacturers vehicles and stress what makes them great. If there was an incentive program that would benefit you in the form of a lower sale price that would not be something I can characterize as inappropriate. It is the nature of the business and factually accurate that manufacturers create goals for dealers and as those dealers move from tier to tier (of the set goals) more incentives are made available. This is often why high volume dealers can offer lower prices than low volume dealers. It is not intended to take advantage of shoppers. I understand that car shopping can be frustrating and can wear you down. I cannot speak for the way Fiat and Land Rover treat their prospective clients, but if you have specific issues with how the team at MB West Chester acted in a manner that was frustrating I am happy to look into it. With regard to the app not working consistently, can you tell me if your salesperson set it up for you and have you spoken with them about the issue? Please share with me your thoughts and I will begin investigating how I can attempt to improve the situation. Respectfully, Colin A. Mattis | Client Advocacy Manager Mercedes-Benz of Atlantic City Mercedes-Benz of Fort Washington Mercedes-Benz of West Chester ---‐‐--------------------------------------------------- JUST LETTING EVERYONE SEE HOW IT IS AND IF THEY ARE STILL CONSIDERING THIS BRAND, THINK AGAIN. NOT WORTH 50K WHICH CAN GIVE YOU BETTER CAR: ACURA, TOYOTA, CADILLAC, LAND ROVER, ETC. WITH EVERYTHING INCLUDING REMOTE START.