"I leased a vehicle from Dina Backer in 2016. She told me..."
I leased a vehicle from Dina Backer in 2016. She told me if I purchased prepaid maintenance and didn’t use it (I didn’t plan to, but because my wife would be using the car I got it in case I needed the convenience of the dealer and loaner cars), I could get a refund. What she failed to tell me was that if I used the car as I leased it (45k miles a year) the maintenance would expire and I would be entitled to nothing.
I only figured this out after 11 months of on and off trying to contact MB Foothill Ranch. At least 10 phone calls directly with messages left and never returned. They did call me during that time to try to sell me a new car. Then multiple calls to MB Client Care who couldn’t get a response either until the case was escalated. Then 2 months of back and forth with a specialist who finally told me why I was not entitled to a refund. Their greed to earn the extra $1700 has cost Mercedes a 15 year customer who has recommended multiple friends and family. At one point Calvin Zhao, a sales person who happened to be active on a third party forum, did actually respond to me but he was the only person to do so despite multiple messages left by myself and client care. Jack Croft did help me when I was looking for a new lease and Edward Hwang keeps sending me emails and calling me to ask if I want to lease a new car. Messages were sent to Kashani Mossey, who is supposedly in the finance department, but nobody from the finance department has acknowledged my existence.
Other Employees Tagged:
, Calvin Zhao, Dina Backer, Kashani Mossey
"Edward Hwang , General Manager at Foothill, is a poor..."
Edward Hwang , General Manager at Foothill, is a poor example of leadership in an industry that strives on reputation. Mr. Hwang failed to simply take responsibility for a problem and make it right. My lease experience started well with internet salesman, Russ Ellis. He claimed to have the vehicle I wanted with a plan to ship cross country from Foothill to me in Miami, FL within 10-15 days. He was advised multiple times to use transfer license plates from my previous vehicle when registering new car. Foothill was disorganized with paperwork, with setting up Mercedes connect, and with communication with their transport company. After multiple delays, the vehicle finally arrived by the time first month payment was due, nearly a month after they started the lease payment obligation. Pay for one month use before ever seeing the car! Also he failed to disclose the new car had over 120 miles of use. After some fuss, the dealership agreed to reimburse my first payment. All should be good, right?
Here’s where the fun begins. They failed to disclose the car was actually obtained from a different dealer that obtained it from even another different dealer. My selling dealer, Foothill, failed to obtain the “letter of origin”, which is basically the vehicle’s birth certificate required for the first DMV registration in the USA. So they delivered my car, but never registered it. They asked me to go to my DMV and do it myself. No problem, right? Wrong... DMV advised me about the missing required letter of origin. Foothill then spent the next 10 days tracking it down to get it. Something that is dealer 101 of selling a car. After waiting the month of delivery, the new car couldn’t leave my driveway for approx two additional weeks until Foothill finally became organized with paperwork to register the vehicle. They used some company to handle it for them but failed to communicate to use my transfer license plate, costing several hundred dollars additional to issue new plates.
Ultimately I was put in touch with Foothill’s GM, Edward Hwang. I explained the situation and requested his dealership reimburse me for 1/2 month payment for loss of use of the additional two weeks, plus actual DMV fees reimbursement for damages equal to the overage they cost me for their error. The DMV error being failure to use transfer license plate as agreed and over refund the estimated DMV fees paid in advance. He said he would reimburse the DMV overage and will look into everything else. We spoke one more time days later when he claimed the initial month payment reimbursement (remember that - for the month of transport) should cover everything. I explained again, that reimbursement covered actual loss of use for failure to deliver car during that time. That the open issue at hand is their failure to obtain and provide letter of origin which caused additional two weeks loss of use plus reimbursement of DMV overage fees and DMV additional costs due to their error of not using transfer plates as advised to them several times in advance in writing throughout the lease purchase.
Mr. Hwang never again responded. He avoided each of my phone calls thereafter and failed to ever call back. I filed a complaint with MB-USA who guaranteed me a call back from Mr Hwang within 3 days. Mr. Hwang failed any attempt to reach me. I escalated my complaint to MB-USA where I learned Mercedes has no control of its dealerships, altering my view of the Mercedes brand for the first time. Mr. Hwang again failed to make any effort of contact.
I then took to the internet to research Foothill reviews and was shocked to discover a few things. One, there are serious complaints against my Foothill sales person. And Foothill’s rating at the Better Business Bureau is rated an “F” rating. Yes an “F”! Many complaints against this dealership, many naming Mr. Edward Hwang by name.
The unresolved damages equal $393.75. Mr. Hwang chose not to do the right thing by choosing to ignore this loyal Mercedes customer. My goal now is to insure others learn of my poor experience with Foothill dealership, and how it has altered my view of the Mercedes brand. And for MB-USA to know that Mr. Hwang’s handling of my case will cost them loss of my next substantial vehicle purchase. MB-USA can easily verify my 2017 S550 Cabriolet was in an accident approx two weeks ago when air bags were deployed and Mercedes Connect was alerted to the accident. My intent would have been to replace it with a newer model S560 Cabriolet (a $150,000+ MSRP vehicle) without hesitation. But because of Mr. Hwang’s handling of this small $393.75 reimbursement failure, I am now considering BMW 850i Cabriolet, and my introduction to the BMW family. I am currently an owner of three Mercedes vehicles and have had several AMG models previously as well. I’ve never looked elsewhere from Mercedes until this experience introduced me to a competitive product by BMW.
I am planning to purchase this luxury vehicle in the next few days and it won’t be with Mercedes unless someone from MB-USA gets involved to resolve this open issue. My issue with Mercedes Benz of Foothill Ranch and specifically with Mr. Hwang’s failure as a General Manager at a Mercedes brand dealership. The automobile industry is all about customer service for customer retention and Mr. Hwang needs some schooling in customer service. Plus I now share this experience regularly with car buddies at car shows that I attend thought the year. At this moment, MB-USA can thank Edward Hwang for opening my eyes to consider BMW for a BMW 8-series vehicle instead of a Mercedes Benz S-class purchase. Big mistake...huge
Craig in Miami
I had a problem with my car and was fixed last year however the problem came back and took it in to Foothill Ranch Mercedes. They kept my car for a week and the service adviser never once called do provide update status on the car. I called couple of time to follow up and I found out the technician struggled to replicate the problem and asked if they can extended test drive. So what does that mean?? Service adviser did not specify how much even after I addressed my concern about my mileage. After less than a week I called to follow up and to find out not only they did not fix the problem but put on 250miles on my car. Did they take my car on a joy ride??? Explain to me how do a customer walk away with their car not being fixed and also let dealer use up that much mileage. Dealer told me to deal with cooperate and after many calls to cooperate, they said this is dealership problem and will need to have them compensate me. I called the service manager and I only got his rude comment as if I’m a female and has no clue what I’m complaining about. He offer to give me $40 credit to use toward my service at the dealer. Are you kidding me??? I wouldn’t recommend this place to anyone if this is how they treat their customer’s car!!!
- Jennifer S
Excellent customer service by Ashton. Was able to get my daughter her car at a fair price. Working on my next car with him and looking forward to it.
"Wonderful sales rep and customer service"
Dina worked hard to find the car and price I want it and I'm very happy and satisfied with her kindness and hard work as well as wonderful customer service!
Other Employees Tagged:
I hope that you share this story on your next sales meeting. I have been coming to Mercedes-Benz of Foothill Ranch for awhile now, this is my third purchase at this location. When I first bought my Mercedes-Benz Edward Hwang was the finance manager at the time. We all work very hard on making our dreams or bucket list of the things we want to have in our life and owning a Mercedes-Benz was at the top of my list. Success is measured in so many ways. Eddie made my first purchase possible to have that and it shows in his work, because now he is your General Manager, I truly believe your only as good and your success is measured because of an amazing team of staff that a General Manager puts together and that he truly believes in and it shows through out every department. So I just wanna thank you again for your amazing staff in helping me purchase my amazing new Mercedes-Benz.
"Buying a S63 AMG"
This is my first S63 AMG... The experience with the people at Foothill MB was outstanding and would highly recommend them. They listened and executed to exactly what I was looking for from a trade to buying a new car. A completely different experience then what I received from my friends in Newport. Eddie & Conrad were outstanding!
"Easiest car purchase ever"
This is the third car, that I've purchased from Foothill Ranch Mercedes Benz, and without doubt the best experience thus far Frank Moyeb is fantastic.
Other Employees Tagged:
- marilyn aragon
Everyone did a class job! From the beginning to the end, the entire experience was a positive one! The people did a great job, both Mitch and Ian were great to work with.
Other Employees Tagged:
- CHALAT RAJARAM
Frank Moayed was as friendly as ever! While he has sharp business skills, he also shows a kind and empathetic side to balance it. Edward Huang, the GM, while being a man of few words, also showed such professionalism and kindness. Ian Hsu made the paperwork fast with his efficiency!
Other Employees Tagged: