Mercedes-Benz of West Chester

Understanding that to expect a great experience with all customer touch points is a significant challenge and to manage and maintain. However, what is achievable is when a customer escalates an opportunity customer touch points is a significant challenge and to manage and maintain. However, what is achievable is when a customer escalates an opportunity to a member of leadership that it is accepted and someone takes accountability for through resolution. Below is the escalation email that I sent to the service manager and GM. Still no response even though I've received a "thank you" email and post card but far from satisfied. Below clearly shares my experience and opportunity that never received : Date of original service: 2/24/13 Date of first follow-up:2/25/13 Date of second follow-up: 2/26/13 Date of escalation: 2/26/13 (start of email) From: Anderson, Jason Sent: Tuesday, February 26, 2013 03:42 PM To: bgunn@yourmercedes.com Cc: Mschramm@yourmercedes.com Subject: Hallmark of Customer Care? Bernie – Good Afternoon. I wanted to share with you that I had my first experience with your service department and initial visit to the West Chester location on Saturday. It’s a very impressive location however your service area needs support. During my 2012 S350’s initial visit obtaining a PA state inspection your team discovered service codes sharing opportunities with the car’s fuel pump. Understanding you only offer C classes as loaner vehicles I decided to keep my vehicle for the rest of the week and advised the tech that I will drop my car off tomorrow morning on my way to the airport and retrieve it on Friday. It was my understanding that everything was set. Yesterday I called and spoke to Craig regarding my appt to confirm and understand what the codes meant and timeframe my car should be expected in your service bays. Craig was unfamiliar with my car situation which I briefed him on. He advised either he or one of the two ladies that assisted me on Saturday will call me back before EOD with a status. Note – your technicians were unfamiliar with the service codes being shared and needed to engage Mercedes Benz on Monday when they reopened for direction. This is why I was engaging Craig on what the scope of efforts were. Today I initiated another call to your office and spoke with Greg. Greg advised that he doesn’t see any appointment for tomorrow associated to me and that Craig was unavailable. Frustrated with ownership and accountability of my situation I am moving forward to a new dealership of choice. This is not the service I would expect from a Mercedes Dealership or what the brand stands behind. As a result of these multiple opportunities I’ve cancelled my car service from picking me up from your location during my route to the airport and I will make alternate choices with who my Mercedes service department will be when I return. Fortunately as a resident of Landenberg, PA and employee in Cherry Hill, NJ I have multiple options that are convenient. While your facility may be best in class – your customer experience is below par and far from the “Hallmark of Customer Care” expressed online. (end of email) ---------- There was no response to this email with any effort to try and apologize or try to take ownership for resolution. ---------- Today 3/6/13 a follow was received as a result of this posting. Service manager advised he read my subject as spam and deleted my email without reading. Furthermore all facts above he confirmed were accurate in addition to another issue was identified. Advised that service advisor Ashley was recently promoted to this role and is learning. Happy that West Chester Benz allows first time service advisors to manage customer vehicles and relationships that exceed $100k. To resolve the issues I was offered a different advisor.... Needless to say the "Relationship Recovery" effort for my experience was pretty poor and I'll be using Wilmington DE Benz going forward. More

I've bought five new cars in my life, and this was the best experience by far. Klaus was easy to work with, knowledgeable about options, helped me find several choices of cars that met what I was loo the best experience by far. Klaus was easy to work with, knowledgeable about options, helped me find several choices of cars that met what I was looking for, and put together a great deal without any drama. Awesome salesperson, great dealership! More

The sales experience was outstanding, Andy assured me that this would be the easiest car buying experience and it was. Both William and Andy were professional, polite, courteous, very attentive, paid a that this would be the easiest car buying experience and it was. Both William and Andy were professional, polite, courteous, very attentive, paid attention to details, and answered all my questions. The car that I traded in was the 9th Audi that we had bought or leased - this is my first Mercedes, and I can assure you that had it not been to the outstanding experience I would not be driving a Mercedes today. I give the credit to William and Andy. More

This dealership is the best by far of any dealership I have ever bough from. They were very competive and beat the other two deals I had. then I added accessories to my new car .. they did an excellent j have ever bough from. They were very competive and beat the other two deals I had. then I added accessories to my new car .. they did an excellent job and gave me a loaner free of any charge except gas. .. They are the best as far as I can tell from the rest.. Forget All others leave all your worries behind and see them. More

I had brought my car in for a rather simple service issue, and the car was kept for over a week because a part that was needed had not come in yet. So, why did they tell me to schedule an appointment issue, and the car was kept for over a week because a part that was needed had not come in yet. So, why did they tell me to schedule an appointment if they weren't even ready to service my car? What's worse is the lack of communication. My service advisor did not return my voicemails, and nonsensical explanations were provided about the repair delays. It's really disappointing that such a high-end dealership cannot provide the level of service commensurate with the price of the car I just purchased from them. While the sales experience was fine, the service side is something less than desirable. I am sure this is just an isolated incident, but again, it's something that shouldn't happen at this level. More

I came into the dealership an the place was full of eye candy. The cars were beautiful and the representation was outstanding. I was approached by Michael Montero and I had questions with regards to the candy. The cars were beautiful and the representation was outstanding. I was approached by Michael Montero and I had questions with regards to the the new GL. I was considering purchasing a bmw x5. Michael answered all my questions, and took the time to expalin to me why I should chose the mercedes. I felt comfortable, and made a decision to purchase all my future cars from him. I recommend him and this dealership to anyone and give him a thumbs up for doing an exceptional Job. More

William McDonnell was my sales representative. William was extremely professional, friendly, and attentive. His knowledge of the GLKs exceeded my expectations, as did the level of post sales follow up. was extremely professional, friendly, and attentive. His knowledge of the GLKs exceeded my expectations, as did the level of post sales follow up. I highly recommend William and the Mercedes-Benz of West Chester team to anyone who is interested in purchasing a Mercedes! More

I will say this about MBWC, in a business that usually involves the use of smoke n mirrors, this dealership is a top notch and as straight forward as you could can get. They not only say something, but th involves the use of smoke n mirrors, this dealership is a top notch and as straight forward as you could can get. They not only say something, but they follow through with it. If you want a quality car, new or used, Mercedes or something else, stop by MBWC and check things out. You won't regret it! More

It was awesome experience dealing with MB of West It was awesome experience dealing with MB of West Chester. I spoke to multiple dealerships before purchasing, and found that MB of West Chester is t It was awesome experience dealing with MB of West Chester. I spoke to multiple dealerships before purchasing, and found that MB of West Chester is the best and very responsive in understanding customer needs and explaining the things. My SA was Mike Monteiro, he is one of the best sales associates I have met in my life time. He has suggested wonderful options which I can add to my 2013 ML350 and explained all the different technologies available inside ML350. He is very knowledgeable and knows in and out of Mercedes, we were so happy to deal with a person like him. I will surely buy my next car also with this dealership. More

Michael D. Ferleger and Mike Montero were both extremely knowledgeable and professional and were exceptionally patient with me in that I tend to ask lots of questions. Steve Bjorklund was also very helpful knowledgeable and professional and were exceptionally patient with me in that I tend to ask lots of questions. Steve Bjorklund was also very helpful and knowledgeable in explaining all of the documents for signature. They worked with me to put together a great deal that I did not think was possible only a few days ago. They also made the delivery process as easy and efficient as possible. I would not hesitate to recommend them and Mercedes-Benz of West Chester to my family, friends and business colleagues. It was one of the best car buying experiences that I ever had in my life and I am 57 years old. Working with them was a great experience and I love my new car! More