Mark Bugajski

Purchased a Pre-Owned 2022 GT53 with Julian at Hoffman Estates. The phone interactions were great—Julian was responsive and helpful during negotiations, gathering paperwork, and closing the deal. Howev Estates. The phone interactions were great—Julian was responsive and helpful during negotiations, gathering paperwork, and closing the deal. However, the follow-through on delivery day was disappointing. 1.) The wait time: Despite being asked to arrive first thing in the morning and having all paperwork ready in advance, I waited a long time to meet with the finance manager. With an AMG waiting outside, safe to say I was eager to get going. The delay was frustrating, especially given how simple the remaining steps should have been. 2.) The delivery felt impersonal: After a 6-hour drive, I was greeted briefly before my salesperson disappeared with my documents. I didn’t see him again for about 20 minutes, until a product specialist introduced me to the vehicle. Paperwork took another 20–30 minutes, with minimal conversation. It felt like a cold transaction, which isn’t what I’ve come to expect from Mercedes-Benz dealerships. 3.) No post-sale goodwill: I’ve bought several Mercedes—from CLA to E-Class—both new and CPO, at other dealers. There's always been a gesture to build the relationship: a set of floor mats, some branded merch, a complimentary service, or even new wipers. When I asked if there was anything to commemorate the purchase, I was told no—not even a keychain. It left me with the impression that this dealership wasn't interested in retaining me as a long-term customer. Bonus disappointment: Not even a week after driving off, the A/C stopped working. I had assumed it was just weaker in this model, but turns out the refrigerant was low. I had to take it to a different service center to get it fixed. Huge thanks to Mercedes-Benz of Bedford, who recharged the system free of charge (even though it’s not covered under warranty), just to earn my future business. That’s the kind of service that builds loyalty. Overall: The experience was average—not bad, but far from memorable. I did reach out to the GM to give them a chance to respond, but unfortunately received no reply. More

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