I was on my way home from Texas back home to New Orleans on I-10 when I ran over a 12 foot 4x4 that was in the middle of the interstate at 9pm at night. Mercedes Benz Roadside Assistance had my 2017 C300 that was only 45 days old towed to Mercedes Benz Lafayette to be repaired. To give the dealership Service Department advanced notice that my vehicle was coming and what was wrong with it, I called them at 8am that morning before they open and spoke with Nikki. I also advised her that I lived in New Orleans and had to stay in a hotel in Lake Charles the night before because of the damage to my vehicle and was trying to make it back to New Orleans as soon as possible for work. She told me she would advise the Service Department my car was coming so that they would know what was going on when it arrived. When me, my car, and the tow truck driver arrived at 9am we were greeted by Chad LeBlanc a Serviced Advisor that took the car in.
I waited in the Lounge are from 9am to 12 noon and my car still had not been looked at to tell me what damages had been done to it. I then went back over to Chad's desk to inquire as to how long it would take before thy took a look at it because I had been waiting 3 hours and my car was still sitting where the tow truck driver left it, I advised him that if I had to pay cash to have the repairs done and jut get reimbursed by my insurance company I was fine with that, this was a $51,000.00 vehicle that was only 45 days old and if I need to pay them myself to get started on the vehicle they were authorized to start the work. I also told him that if I had to leave the vehicle to be repaired and get a loaner vehicle that would be fine also.
After 3 hours they finally looked at the vehicle and advised me I would have to leave the vehicle because they needed to replace all 4 tires, 3 of the Rims, Shocks, Struts, Wheel Bearings and realign the Front End. I then told Mr. LeBlanc I would need a loaner vehicle and he told me since this was an Insurance repair the dealership would not be able to get me a loaner vehicle I would have to get a car from Enterprise Rental. Because I was not comfortable with all the repairs I was being told I needed due to the fact they only had the vehicle in the service bay for 15 minutes before determining all these repairs needed to be done, I contacted my Mercedes Benz dealership at home and found out if the vehicle needed all those parts replaced and I told them I was paying cash the dealership should have been able to get me a loaner vehicle. When I mentioned this to Mr. LeBlanc his response to me was, " Well I didnt look at that option, But if I loan you one of my cars are you going to be able to get it back to me?" What? Why would I not, I had to come back to the dealership to get my car, why wouldnt I? Then he went on to tell me about the 100 mile per day allowance on the loaner vehicle, in which I told him I would be ok with paying for any miles I went over on the vehicle. Well after never getting a response, I told him just get me a vehicle from Enterprise. At this point he had a driver take me to enterprise. upon my arrival to Enterprise, I found out Mr LeBlanc didnt even bother to make a reservation for me at Enterprise and they didnt even have any vehicles available and the driver that brought me there had already left. Thanks to the folks at Enterprise after finding out I was stranded in Lafayette and trying to get home to New Orleans, after another hour or so the got me a vehicle from another location. Every Mercedes Benz Dealership I have ever dealt with makes a reservation for a rental car for their customers and upon your arrival everything is already taken care of. NO!! NOT THIS DEALERSHIP!
Three days later I contacted the dealership to find out if the parts had come in for my car and if they had started working on it. Mr LeBlanc advised me that until they received payment it was the policy of the dealership not to order parts or begin working on any vehicle. I reminded Mr LeBlanc that I had offered to pay for the vehicle when I left it there and he never advised me that nothing would be done to my car unless they wwere paid in advance for the Parts and Labor. At this point he no longer wanted to talk to me and transferred me to his Service Manager Patrick.
Patrick was so ugly, rude and patronizing to me on the phone at this point I realized that either these people didnt really want my business because I was Black or this is a dealership that doesent provide the hospitality and Quality Of Service that other Mercedes Benz Dealership provide. At this point I contacted my Insurance Company had them to cancel the $4,800.00 Check they had given them and I had my car towed to Mercedes Benz Of New Orleans.
Upon my vehicle arriving in New Orleans it was reinspected by a Technician and work had begun repairing my vehicle within 24 hours of its arrival there. They also made a reservation for me at Enterprise Rental in New Orleans the same day and had me in a vehicle with no problem. Also I found out my vehicle should have been put on an alignment machine to see if anything had been bent. Also all of the repairs of shocks, Struts, wheel Bearing that I was told was needed may have not been needed until the vehicle was thoroughly inspected and that couldnt be done within the 15 minutes they had my vehicle in the Service Bay.
I also contacted Mr. Wayne Skinner, whom I was told was the General Manager of the Dealership and left a detail message on his voicemail and here a week and a half later I still haven't gotten a call back from him.
DO NOT USE THIS DEALERSHIP IF YOU ARE BLACK OR EXPECT THE QUALITY OF SERVICE THAT MERCEDES BENZ IN KNOWN FOR. YOU WONT GET IT AT MOSS MOTORS MERCEDES BENZ OF LAFAYETTE!!!!!!!!!!!!!!!!!