Alex Folz | Page 19

As usual my experience in scheduling and drop off with Marty Gillons was an excellent experience. He makes it a personal, however, professional experience. However, my experience with Alex the last few t Marty Gillons was an excellent experience. He makes it a personal, however, professional experience. However, my experience with Alex the last few times at service have been challenging. I feel that he ends up making a mistake with not communicating properly the first time and on a timely basis. The new email cost analysis that you were able to provide me to review the estimates of the repairs was very helpful. However, it was not proceeded by a call telling me to look for it - I just came upon it about 1pm in the afternoon when checking my email. Further, within an hour later, I still never had gotten a call to ask me how I would like to proceed with the repairs, I had to call Alex. I was used to Marty calling me fairly early in the day to discuss the needed repairs and to come up with a plan on how we were going to move forward. Now it was after 2pm and all that was done on my car was done to the car so far was the $139 service and I had several more things that needed repairs. When we did speak we agreed to specific repairs at specific costs. The plan was that I was going to pick up the car the next morning on Friday. However, the next morning the car still was not ready. And when I called and asked Alex what was the plan, he said to me, I don't know, what is the plan! Not the sort of response I was looking for or expected. So then we decided that I was going to pick the car up on Saturday from the sales team so that they could finish the work that day. He committed to call me to confirm all the items were done and that the car was ready for pick up before the day was over. Then he didn't call me until 4:45pm and followed it by an email saying he hoped it was okay to keep the car for the weekend as the tires had not yet arrived and the alignment had to wait until the tires were changed. This unfortunately messed up our plans for the use of the car on Monday morning. I had another body shop picking up the car to do the mirror repair that I didn't let MB complete for over $500 less. Now, that had to be canceled. I had emailed Alex a few times since the process had started and he did not respond to those emails, and it was now 10am on Monday and I had not heard from him, so I called again and had to leave a message. When he called me back about a half hour later, he said the car was ready and we discussed the invoice. He seemed to have forgotten the amounts we agreed to the week before. However, he quickly adjusted the invoice when I reminded him. He also provided someone to bring my car to me and pick up the loaner, which at this point I truly appreciated since the dealership is about a 40 minute drive for me. I have told my friends how much I prefer Hagerstown MB and that I go there due to Marty and he amazing service. I know Alex tried to fix things at the end, but I wish that the communication and follow through was a lot more smooth along the way. More

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Everything was very smooth and the work was done correctly and on time. A loaner car was available upon my arrival and the vehicle repair was done ahead of schedule. correctly and on time. A loaner car was available upon my arrival and the vehicle repair was done ahead of schedule. More

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Alex Folz always provides excellent communication to let me know what is happening and what I can expect from the work being performed on my car. It was very helpful to see the service recommendations so t me know what is happening and what I can expect from the work being performed on my car. It was very helpful to see the service recommendations so that I can plan for my next service visit to take care of the things I chose to defer during this visit. The car is always returned to me fully washed and clean; something I appreciate since I rarely get around to that on my own. The service that I receive at Mercedes Benz of Hagerstown is always exemplary. More

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The service was professional from Alex to Linda Clark. I still say you are too expensive!!!! I really appreciate the full assessment of my Mercedes. It gives me a liesurely view to plan my future repairs an still say you are too expensive!!!! I really appreciate the full assessment of my Mercedes. It gives me a liesurely view to plan my future repairs and the associated costs. More

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Service personnel were professional, courteous and everything went well. That's what I expected and I was not dissapointed. Compared to other dealerships and their customer service personnel that I h everything went well. That's what I expected and I was not dissapointed. Compared to other dealerships and their customer service personnel that I have dealt with in the past, MB of H'town are truly exceptional. More

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It was very convenient to have my car picked up. I had some work being done on a batheroom, on my back porch and in my back yard. I was unable to leave at this time. Everything was ok, except that my ca some work being done on a batheroom, on my back porch and in my back yard. I was unable to leave at this time. Everything was ok, except that my car was returned 'empty' and on reserve. I almost was afraid to drive to the gas station for fear of running out of gas. I guess times are tough for Mercedes. More

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A/C was not working. Took my C280 in to get it checked out. It was determined that the condenser needed to be replaced. Alex Folz worked very hard to get all the necessary replacement parts and the repair out. It was determined that the condenser needed to be replaced. Alex Folz worked very hard to get all the necessary replacement parts and the repairs done in a timely manner. Car was done ahead of schedule. More

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I had warranty work performed on my vehicle, and I had never contacted MB of Hagerstown before. Since I don't live in Hagerstown, all the contact I had was over the telephone. Everyone I spoke with was never contacted MB of Hagerstown before. Since I don't live in Hagerstown, all the contact I had was over the telephone. Everyone I spoke with was friendly and helpful. They performed the warranty work that was necessary and kept me informed during the process. They even delivered my car back to me! When I am ready to purchase another Mercedes, I will certainly contact you all. Thanks More

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I have been to several Mercedes dealers for routine maintenance on my C300 - including the dealership where I originally purchased my vehicle. Mercedes of Hagerstown is head and shoulders above the re maintenance on my C300 - including the dealership where I originally purchased my vehicle. Mercedes of Hagerstown is head and shoulders above the rest. The staff is responsive and professional, online scheduling is a breeze and I was easily able to find a service time that fit with my schedule. The work was completed when they said it would be and my car was clean and shiny when I picked it up --- all for about half the price they quoted at the 'big city' dealership. I live in Northern Virginia - so it is a bit of a drive to Hagerstown - but it is so worth it! I won't take my vehicle anywhere else for servce and am looking forward to working with Mercedes of Hagerstown when I buy my next. More

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I have never received such friendly and efficient service from a car dealer. From purchase on the experience has been first class. The sales and service staff are friendly, greet you by name, explain clearl from a car dealer. From purchase on the experience has been first class. The sales and service staff are friendly, greet you by name, explain clearly what is involved in the service, how long it is likely to take and frequently, upon request in advance, are able to provide a complimentary loaner while my car is in for service. I recommend this dealership very highly! More

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