"5 years of just Ehhh"
I’m not a hard one to please but over 5 years it just hasn’t been a great experience for me. What is lacking truly is REAL care for their customers and communication. I have had 2 guys handle my very easy account over the 5 year period. My salesman who is no longer employed at this dealership is a whole other country. One time I was passing by and thought I’d take them up on a car wash “stop in anytime and we’ll wash your car” I had not previously taken advantage of this service. I walk through the glass doors and everyone was “sort of” busy but while standing there for almost 15 minutes NOT ONE PERSON asked “can I help you” My 1st guy before asked to be switched to someone else (Tom Lood) who didn’t know me from a whole in the wall was so busy flirting and doting over a female customer he didn’t think to ask me what the XXX I was there for !? I got in my car backed out and left angry. Why should that be at a MB dealership. Tom was nice typically at the beginning and at the end. However, I will say Tom on a few visits truly lacks follow up skills or time management skills as well as communication skills. On the last visit while getting me squared away on my rental car in the am, tells me emphatically “car must be returned today 7pm”. I said “not a problem, just let me know when to get my car”. He said I’ll call you later and let you know. 3:42, I texted “how we coming along?”
Just finished but still need to wash and finish paperwork. Still need a little bit
--Tom Lood Mercedes-Benz Autohaus on Edens
Never heard back from him after that and remember, the needs to be back @ 7 pm. I was expecting a call or text letting me know, “come at 4:30 - see you at 5 something”. My wife’s GMC dealership has 10x the customer care than Mercedes. I gassed the rental up at 4:37 pm and started heading that way. 40 min with traffic - arrived at dealership and paperwork wasn’t complete and car wasn’t washed. 20 min later after I arrived my car was washed dryed and ready. I had prepaid the service, so my $0 bill was welcomed.
I was considering heading into the showroom to look at a new car. I will enjoy my CLA250 for another 1-2 years, my car is in mint condition with lower mileage and then I’m done with Mercedes Benz. Mark Tames is the only thing that kept me at Auto Haus. He is an asset to this dealership.
"A Good Customer Experience in Car Buying"
I have been a BMW guy for 20 years. I did not think I was going to buy a Mercedes but I had to give it a shot at least after all this time. I have been wowed by the customer service, the fact that everyone knew I was converting and it was tough psychologically. I was particularly impressed with Flip Gagerman, Amanda and the entire management team that introduced themselves to me while purchasing. It was a good experience.
"Good salesman, over long sales management, poor delivery"
My salesman was helpful and responsive. Takes too long, as at most car dealers, to get a firm, final price. Actual delivery of car was poor. It takes two people to conclude the driver training. The salesman spent time teaching the features of the driving controls a lady then tried to load the Mercedes me app but succeeded with my wife and failed with me. She asked me to return next day, which I did, but she had not heard from the Mercedesme folks, and asked me, rudely in my opinion, to contact them myself. I asked her to train me on the screen controls, which she only did after intervention by my salesman. After doing so, she did try again to reach the mercedesme team; this time successfully signing me up. All in all, good car but felt like work getting set up.
Btw, as I was signing title papers , which was good experience, the owner of the dealership dropped in to say hello. [I've known Michael for many years]. He couldn't have been nicer or friendlier.