Ryan Kinkade

I am extremely disappointed with how this appointment was handled. This appointment was scheduled by Rob Plimpton and specifically included a loaner vehicle. I arrived as scheduled, checked in, received t handled. This appointment was scheduled by Rob Plimpton and specifically included a loaner vehicle. I arrived as scheduled, checked in, received the loaner, and left for work. After I had already left the dealership, I received a phone call telling me the repair could not be completed and that I needed to return the loaner vehicle immediately. If the repair could not be performed, this should have been determined before I was given a loaner vehicle and sent on my way. As a result, I wasted a significant amount of time, had to interrupt my commute, return to the dealership, and ended up over an hour late for work. What is most concerning is the lack of communication and accountability. Different staff members provided different explanations, and nobody was able to clearly explain why the appointment was scheduled or why I was released with a loaner vehicle if the repair was not approved. I purchased an expensive protection package expecting professional service and support. Instead, I experienced conflicting information, poor communication, and a complete disregard for my time. Management should review this situation carefully and provide additional training to the service department to prevent this from happening to other customers. My concern is not simply that the repair was denied. My concern is that the dealership scheduled the repair, confirmed a loaner vehicle, released me from the dealership, and only then informed me that the repair could not be performed. This resulted in lost work time and multiple unnecessary trips. Additional information: Before scheduling this appointment, I specifically asked whether my maintenance/protection package would cover this repair, and I was told that it would. Based on that information, I brought the car in expecting the repair to be completed under the package. Later, the dealership changed its position and said the repair could not be covered, then sent me an estimate of more than $2,000 if I paid out of pocket. More

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I wanted to commend Derek Whitman, Ryan Kinkade, Frank Regalis and the entire service department at your dealership. As the owner of three Mercedes, I am in the dealership quite often. I am always greeted Regalis and the entire service department at your dealership. As the owner of three Mercedes, I am in the dealership quite often. I am always greeted with a smile and courteous service from the time I drive in the service department. Derek and my service technicians always explain what needs to be done in language I can understand and then they send me a video of the part that needs replacement You are to be commended for the quality of your service personnel. Thank you. More

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Excellent experience at Mercedes of Fort Washington. Great service department. Very honest and quick. Thx Jenna you made my experience wonderful 👍 Great service department. Very honest and quick. Thx Jenna you made my experience wonderful 👍 More

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jenna helped my girl friend with no time . she’s awesome. i recommend her and the service department she’s awesome. i recommend her and the service department More

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They have been consistant with 5 benz that we have for 10yrs.. no complaints with them whatsover 10yrs.. no complaints with them whatsover More

by TFETZNER Verified Customer Verified Customer

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It was expensive to get the rotor and caliper installed but it was necessary. I needed a loaner when it was determined that the car would not be done right away but it was done the next day but it was necessary. I needed a loaner when it was determined that the car would not be done right away but it was done the next day More

by LSTABBY Verified Customer Verified Customer

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I needed brake service due to my caution brake light coming on. I was able to take my vehicle in for repair immediately. My issue was resolved in a couple of hours with professional service from the ser coming on. I was able to take my vehicle in for repair immediately. My issue was resolved in a couple of hours with professional service from the service representative and I was able to make it to work on time that day. I was very pleased with the completed work which was done in a timely manner. More

by NANCYJSG Verified Customer Verified Customer

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ISAAC WAS GREAT ! Service was fast & efficient. Would recommend them to anyone looking to purchase a car , with an easy process :) Service was fast & efficient. Would recommend them to anyone looking to purchase a car , with an easy process :) More

by MAGLOMEL Verified Customer Verified Customer

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Excellent. Very efficient in and out for me as well as excellent service on the car. Very efficient in and out for me as well as excellent service on the car. More

by BJKELLEY Verified Customer Verified Customer

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Staff were very helpful. Work on my vehicle was good. Thanks for loaner. Extremely satisfied. Work on my vehicle was good. Thanks for loaner. Extremely satisfied. More

by LACABRERA2 Verified Customer Verified Customer

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