"Very much a turn off from this dealerships online sales..."
Very much a turn off from this dealerships online sales department manager. While email is difficult to establish tone, this dealership made it clear that they don’t want my business. They also have insane dealership mark ups to screw local buyers. I’d think twice before shopping here or any Fletcher Jones dealership. Again this is just my opinion. You may find the service and hospitality to be acceptable.
"Just wanted to write this review in an effort to..."
Just wanted to write this review in an effort to hopefully help someone with their leasing decision or research into working with Mercedes Benz of Foothill.
My personal experience was less than optimal leasing a Mercedes from here. I went through three pairs of tires on my vehicle (36,000 miles), which cost me $1k plus dollars in additional expense, I was also later told by a salesman at the dealership that they were aware that there was an issue with unusual wear, which was never addressed by the dealership. I was also told during the leasing paperwork that I would have to return the car with the exact same tires.
Prior to the return of the car, I was told to schedule a inspection prior to return and then was told by someone else at the dealer to not schedule the inspection.
After returning the car, I was charged extra for damage that did not exist when I returned the vehicle at the end of the lease and received no assistance or follow up when asking..why?
All during this time I received multiple emails about getting into new vehicles and deals and so on. If you plan on leasing a vehicle and are not concerned with the details of your agreement, this can be the perfect place to spend your money. If your looking for the best price and service, please do your research and explore your options before leasing here in my opinion.
Other Employees Tagged:
"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
"Russ helped me with my GLB lease. He is always available..."
Russ helped me with my GLB lease. He is always available when I have questions or need some help. Very patient when answering my questions. Great service. Highly recommend.
"Very good GLC custom order experience"
Overall, very positive experience with Russ on custom order GLC. Russ was open to help us with custom build and ordering the car how I wanted; the price given once the car arrived was also fairly competitive.
"Highly professional service by Russ Ellis and Nima Sabeti"
My deep gratitude to Sales Manager Russ Ellis and Financial Manager Hima Sabeti.
Choosing and buying the car is not a simple task, unless you have a professional Sales Manager who can clarify all specs and options of the car you are looking for and, eventually, help to finalize the deal. Russ Ellis made this process simple and straightforward. With no hassles and zero pressure on optional bells and whistles Russ, in a very professional manner helped to select the car that satisfied my requirements.
In his turn, the financial manager Nima Sabeti provided a great care in completing this purchase, including optimal support services. Gentlemen, thank you again!!!
"Russ Ellis is beyond amazing! This is our 4th lease..."
Russ Ellis is beyond amazing! This is our 4th lease transaction and he is our guy as long as I am driving a Mercedes. We originally met him at MBLN and followed him over to Foothill Ranch. He is organized and professional and there to help. I offer top notch service to my clients and when I get to be a customer I want that same service, Once again Russ exceeded our expectations!
From the start till the end ... at first, had no intention of buying one, just looking around ... but excellent service by Russ Ellis ... provided comparison of many different options and explained clearly .. very satisfied ...
"They earned a loyal customer from first visit!"
Very professional, sales consultant knows product inside out, and very pleasant staff, from minute I walked in. Focus on safety is what I appreciated most.
Other Employees Tagged:
"Excellent Satisfaction "
Just stop by for shopping around and next thing was purchasing E class sedan. Russ and the team are very patients & willing to us in many way, buying process are Sooooo pleasant and we felt very much in trust. We would highly recommend Russ to everyone and never known any salesperson in California is so trusty. It was a pleasure to find right dealership
Thank you Russ, you are awesome !!!
Dr. & Mrs. Park
Other Employees Tagged:
, Kashani Mossy