"Professional and Friendly Service"
This is my second lease and Chris Anders our sales agent made it an awesome experience! Fast & friendly service!looking forward to a 3rd lease
Every person I have had contact with were excellent to work with. We have had Mercedes for well over 20 years and have always be treated great. Chris Anders our sales rep has always done an outstanding job. He is professional, answers all of our questions, and has great follow up skills. Raquel Hinkle is the BEST service person I have ever had. She is responsive to the customer, always gets things done in a timely manner and has great follow up skills. Thanks to everyone at Germain Mercedes for such a positive customer experience.
Tom. and Amy Martinelli
"Service Advisor has no respect for certain customers"
On September 17, 2017 I brought my 2010 C300 into your dealership for required maintenance and to replace a burned out driver side daytime running light. After the light was changed I noticed that the driver side light was not at the same level as the passenger side light.
I returned to the service area several times over a 6 month period to have the issue checked and each time I was told that it was installed correctly. Each time I left dissatisfied and frustrated because Mercedes-Benz of Easton failed to resolve my issue. The advisor repeatedly stated that there was nothing wrong, that my car was the German edition, therefore it was designed that way to prevent the light from shining brightly in the face of the oncoming motorists, (but it's a daytime driving light...REALLY). My argument was that it was not that way when I purchased the vehicle nor was it that way when I brought the car here to have it replaced.
My last non-productive conversation with the Service Advisor occurred the first week of May 2018. I stopped in to schedule service because the red check engine light appeared on the dashboard. In addition to following up with that issue, I scheduled the “Service B” maintenance package. Once again I requested to have the driver side light inspected. It was clear that the advisor had exhausted his patience level with my complaint concerning the head light since we had the same conversation several other times. He knew what I was going to ask and he seemed irritated as we approached my car. He started in with his same explanation about the angular position of the light being a benefit for oncoming drivers, using hand jesters and everything. We exchanged a few words back and forth and he went on to say that the driver side light should be lower than the passenger side light, but he would have the tech take a look at it anyway.
On May 7, 2018, my wife dropped the car off around 1:00 p.m. for its scheduled maintenance and repairs. The next morning on the 8th, I received the report that the ESP Control unit needed to be replaced. My wife was told by the service advisor that the part possibly was in stock and that he, would verify whether or not it was. The report also said that the light had been adjusted. That was Tuesday. We did not hear from the service department again until Friday the 11th. We never got a status update call from anyone. That is not too much to ask, especially considering you had the car for over a week and we did not have the benefit of a loaner vehicle on this visit. My wife talked to the service advisor again on Friday morning. That was after several unsuccessful attempts to reach our Service Advisor. She said that he told her that the module still needed to be programmed into the car. Once it was determined that the repair would not be complete by close of business on Friday, again a status update call would have been common courtesy. We assumed when we didn’t hear anything else on Friday evening that the work would roll over into Monday which was not an issue.
On Saturday May 12th at 12:01p.m., I received a text message stating that the car was ready and that someone would be there until 2:00p.m. I thought that was sort of a poor choice in terms of customer communication …but whatever. I was not even aware that Mercedes-Benz of Easton performed service on weekends, so needless to say we were not prepared to leave the event we were attending to pick up the car, but we did so anyway.
When we arrived, the building appeared to be closed. The service advisor was standing there when we arrived and paid the receptionist, but did not address either one of us at all. The guy who retrieved our car brought it out, left the door open and just walked away without looking at us or saying anything to us. It was absolutely the rudest display of customer service I have ever witnessed or received at this dealership.
When I saw my car coming thru the garage, the first thing I noticed was that my light had not been repaired, even though the invoice clearly stated “adjusted head light” for the second time.
Here is where my already bad attitude about this whole situation got even worse,
I made several calls to other Mercedes dealerships around Ohio. I called Cleveland, Mansfield and Cincinnati and asked them all the same question, “Are the daytime driving lights supposed to be at the same level?” Each dealership said the exact same thing - yes!
On May 14th I took my car to Crown Mercedes of Dublin. I pulled into the service bay where I was met by a gentleman named Shen Saguisi. I explained the situation to him as he looked at the headlights. I opened the hood, he removed the light and proceeded to show me that the reason the light was pointing down...it was not snapped in correctly. He proceeded to explain and show me how it was to be installed and after that it was level with the passenger side light. I was stunned. For the last several months I had been trying to have this issue resolved at Easton, only to go to another dealership and have it fixed in less than 5 minutes. I purchased my car at Easton, all of my service has been done at Easton, but after going thru this ordeal, my trust in your service advisors is gone.
All I wanted was to have my vehicle repaired back to its original form from the day it was purchased. It is one thing to not want to repair something due to it being something the service department can't handle, but to be rude and condescending and just flat out lie about an issue as simple as this was is unacceptable. It seems that some of your advisors will say or do anything to make some customers just go away. Mission accomplished.
"Ok service.. not fully what i expected"
Initially I was please with the service but it took a long time to get my car and I was charged the wrong fee. hopefully my next service will be better.
"Not sure if i would get service done here....."
I wish they would have honored the online coupon for $130.00 off $250 or more maintenance service. We spent over $1500.00 and they only gave us $75.00 off. While at the dealership I asked Raquel about the discount and she said she gave it to us, only for me to find out later that she only gave us $75.00. I was in contact with Raquel and she simply said it was too late. I am very disappointed. Why do you offer the coupons if you will not honor them?
"Continued excellence from your service staff."
I am an eight year customer of your service center. The service has always been excellent. Even when there has been a concern or problem after service it was handled quickly, efficiently and very much to my satisfaction.
"2016 GL550 recall notice"
Professional, timely and informative from the time I scheduled over the phone until I got the text the day the vehicle was completed for service.
Raquel was GREAT!!
I have always been satisfied with the service I receive at Germain. I would recommend them to anyone who needs routine service, or has a problem with their car.
Other Employees Tagged:
"Discovering a warranty"
A pothole damaged a tire. Went to the dealership was scheduled immediately. When came to pay, to my surprise discovered my tire had a warranty and a new one was provided for free. The only concern is that the dealership should have informed me that we get this warranty.
Other Employees Tagged:
Raquel pushed on an issue that I was having with my SUV that resulted in the service department finding the problem. Without her diligence, I would still be experiencing the same problem that I have had for a couple of years.
Thank you Raquel!