Edward Hwang

Daniel help me get my car serviced and was very helpful to make sure all my standard services were done and got me fast pricing on things I wanted to do outside of the standard items to make sure all my standard services were done and got me fast pricing on things I wanted to do outside of the standard items More

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Great service. Personnel always helpful and cordial. Facility is clean and the coffee and hot chocolate were welcomed. My towing service was fantastic. My loaner an Personnel always helpful and cordial. Facility is clean and the coffee and hot chocolate were welcomed. My towing service was fantastic. My loaner an suv was sweet! More

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The short story: My wife brought our GLS 450 in because of sudden grinding on one side. It had 30,000 miles on it. She was told by Isaac Lam that normal wear and tear isn't covered under warranty- only mec of sudden grinding on one side. It had 30,000 miles on it. She was told by Isaac Lam that normal wear and tear isn't covered under warranty- only mechanical failures that would lead to things such as one brake pad wearing out prematurely. We were then told all brakes were worn and needed replacing. We felt something was off and had another professional look at it. One rear brake pad was worn through completely while all others were at 80%. Really shady. Photos attached. They treat you like royalty when selling you a car, but lie and ghost you once they've made the sale. We expected more. We reached out to Isaac Lam who told my wife "not to hesitate if there was anything else he could do" and never heard back. Two emails have gone out to GM Edward Hwang and General Sales Manager Kekoa Dapitan with zero response. The long Story: We bought our GLS 450 in November 2020 as a Certified Pre-Owned car. The vehicle had 11,000 miles on it. We were encouraged to buy a CPO car because of the many benefits that were supposed to come along with it like a warranty and the added reassurance that the car was in great mechanical condition. While on a road trip this summer, the rear driver's side brake suddenly started grinding. At this point, the car had 29,000 miles on it. I was concerned because it was coming from just one wheel, the rear, which in my experience doesn't wear out the fastest. Because of the warranty we received from Mercedes, and because we purchased the car from Mercedes-Benz of Foothill Ranch, we brought the car in to get the brakes evaluated at that location. Having replaced several brakes on other vehicles I've owned, I had an idea of what was happening. My wife brought the car up to that location for an evaluation. The report states, "Client states there is a metallic grinding noise when applying the brakes. Client requests a courtesy brake inspection. Inspected brakes, found front brake pads #4mm. Rear brakes worn to metal to metal contact. Recommend to replace rear brake pads and rotors, front brake pads. Customer declined replace front and rear brakes." My wife called me from the dealership to tell me that nothing was covered under warranty because it was all "normal wear and tear". I was upset to hear this because I don't think there is anything "normal" about only one being worn down to the metal while the others didn't make a noise. I was directed to call Russ Ellis, the used car manager. I explained to him that I didn't agree with service, and that things didn't add up. I was very frustrated about how things were handled but he didn't seem to care. We were given several pictures of the worn out tires that have a 50,000 mile rating, that we were told also needed to be replaced at 30,000, but no photos of the brakes or pads. He continued to talk over me, and that nothing is covered under warranty. There was an excuse for every possible scenario. Because of how we were treated, we had another business replace the rear rotors and all brake pads. When they took the driver side rear wheel off, they immediately noticed where the metal pad was wearing on the inside of the rotor. The technician was concerned because all of the other pads had 80% life left in them. He stated that the caliper was likely sticking or the pad could have been defective and delaminated. Because we needed the car right away, we had them finish the job. I'm not sure where things went wrong. Either the service technician didn't take the wheel off to see what was happening and made up a diagnosis, or he looked, and blatantly misdiagnosed what the problem was. Either way, they were negligent, and this repair work should have been covered under warranty. It's really disappointing to see the lengths that were gone to to preserve the dealership's bottom line and not cover a defect. It's ironic that my wife was told the "only way something would be covered under warranty was if there was a mechanical fault that then caused one side to wear out prematurely, etc.,," and conveniently, it wasn't that (even though it definitely looks to be what happened). I would not expect normal wear and tear to be serviced under warranty, but we now have direct evidence that proves that the dealership was dishonest in diagnosing the problem to ensure that they would be paid for the service. It makes me angry to think that she could have easily paid for this service in trusting what she was told. I expected so much more from a Mercedes dealership that claims to be all about exceptional customer experiences. Isaac told my wife not to hesitate to reach out if there was anything that he could do to help us along the way. She called and left a voicemail weeks ago and received no response. We should be able to trust you and we have been really disappointed that they would do business this way. I hoped to resolved this together, but that's clearly not their intention. More

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Best service, Dave is always attentive and takes great care of my wifes and my cars ! Will only ever buy my cars from them! care of my wifes and my cars ! Will only ever buy my cars from them! More

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3 out of 4 differently aged/worn tires, albeit the same brand, on a 2019 Certified Pre Owned Mercedes-Benz? We bought a 2019 GLC 300 Certified Pre Owned (CPO) from Mercedes-Benz of Foothill Ranch on Aug brand, on a 2019 Certified Pre Owned Mercedes-Benz? We bought a 2019 GLC 300 Certified Pre Owned (CPO) from Mercedes-Benz of Foothill Ranch on August 4, 2021. After having it for a couple of days, it came as a disappointing surprise when I saw we purchased a CPO Mercedes-Benz with three differently worn tires out of the four, one significantly. 75% of the tires were different from each other in wear! I expected the CPO process and execution at Mercedes-Benz of Foothill Ranch would have corrected it using best practice tire replacement recommendations. But, my opinion is, they stopped short and passed it on to the next owner. Conventional tire replacement recommendations, available from numerous sources online, state its best to replace your worn tires in a complete set of four. If, for some reason you do not replace all four as a set, then replace them in pairs. I’ve had to work very hard to reach a one tire remedy that the dealership agreed to replace. I also had to purchase another tire at my expense at full price to reach a matching pair, as is recommended across the tire industry. Mercedes-Benz of Foothill Ranch’s execution of this process lacks satisfied customer vision and is rather short-sighted in earning positive satisfaction sentiment, reviews, and repeat business whether buying or servicing their car there. No written policy is intended to meet every eventuality. It is a guide-line to follow. I question Mercedes-Benz of Foothill Ranch’s decision to allow 3 out of 4 tires of different wear to be determined as CPO caliber, not replacing all four tires as a set, and, when brought to their attention, not replacing tires in pairs as is the recommended tire industry standard. This could be remedied if the tires were considered an important item and following tire industry standards on their recommended replacement to a new customer in the reconditioning of the car for CPO. More

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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 conv 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. More

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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 l 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 More

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Service 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 we 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!!! More

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Excellent experience 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. 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. More

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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 se 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! More

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