
Mercedes Benz Of Escondido
2
TOTAL REVIEWS
NORMAN L Oor
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Verified ReviewerReport that the Service Department has deteriorated over the years
Original review Oct 23, 2021
The dealership's Service Department, mainly due to its service advisors, has deteriorated over the years. Former top service advisors Larry Hastings and later Anna Almasri were courteous, thoughtful, honest, and promptly delivered a repaired car as promised. However, after Larry left and later Anna, the Service Department has slowly slid downhill. The dealership represented by Larry's and Anna's excellent work earns five stars; presently the dealership needs major personnel improvements and, therefore, deserves zero stars. Larry was an exceptional service advisor, like the advisors (plural) at other Mercedes dealerships, friendly and competent, called and sincerely apologized when there was a problem, and basically looked after the customer. Invoice 653178, 657435, 659298, 672449, 687947, and Invoice #: 716037 Ramon V, in lieu of Larry, promptly delivered a repaired car as promised but, during the repair, it was impossible to contact Ramon via text or phone for an estimate for a future repair job or for the car's repair status before closing time. I contacted a service manager and reported an AWOL Ramon. The service manager apologized and, though busy, provided an estimate. Where was Ramon? Invoice #: 752370 After Ramon's poor service, I gave Mercedes Benz of Carlsbad a try, a trouble-free repair and pleasant experience though the drive is long. Michael S was like Larry, courteous, thoughtful, honest, and promptly delivered a repaired car as promised. Invoice #: 679336 Returning to this closer dealership, Anna, sincere like Larry, was a pleasure to work with, constantly updated me on the repair as I waited but, unfortunately, she did not stay long. Invoice #: 757921 The Parts Department had informed me that it has the parts for the infamously delayed airbag recall campaign. I asked for confirmation. The Parts person confirmed. I arrived the following Monday at the appointed time, met Rudy H, and waited an hour during the repair. Rudy suddenly approached and conveyed that the Parts Department does not have the parts and that the parts should come on Friday. Invoice #: 763749 Brian H mentioned and insisted on a new set of tires numerous times during checkout. I passed as I do not carry a copy of Consumer Reports in my pocket or in the car on new tires. Invoice #: 776944 I questioned Mario V's diagnostic fee as those fees are usually waved during repairs. However, Mario insisted that the diagnostic fees are now part of the dealership's new policy. Invoice #: 803335 I asked Brian O about the diagnostic fee imposed in a previous repair. Brian informed that he does not charge diagnostic fees but that other service advisors may charge diagnostic fees. I thought that I had found an outstanding and upstanding service advisor like Larry or Anna. Nope, Brian does not answer my texts or calls during closing hour. I followed-up with a service manager. Five minutes later, 53 minutes before closing, Brian called and informed that there are no parts, standard TPMS sensors, available and that the sensors are coming in the next day. Was Brian at work? RO (Repair Order) #: 811966 The dealership's mechanics have performed very good repairs. It is too bad that its service advisors are something else.
Preferred solution: I do not think that there is a solution to the Service Department's poor customer service, aggressive tire selling, or an overcharge.
User's recommendation: I strongly advise that customers go to a different dealership for service. Reviews elsewhere will confirm that this dealership is problematic.
1 comment
Anonymous
POOR CUSTOMER SERVICE EVER!
I BROUGHT MY CAR INTO THE MERCEDES DEALERSHIP IN ESCONDIDO FOR A 30K MILES SERVICE AND NEW TIRES. I WAS TOLD THAT MY CAR WOULD RETURN TO ME WASHED AND CLEAN. WELL.......AFTER THE WORK WAS COMPLETED, THEY FORGET TO CALL ME TO INFORM ME OF THE SERVICES BEING COMPLETED. THEY SAID THE WORK WOULD BE COMPLETED BY THE END OF THAT DAY. NOW, IT'S DAY 3 AFTER WORK. I CALL THEM AND NO ONE RETURNS MY CALL. THIS WAS AT 4 PM. DAY 4......I DECIDED TO JUST GO OVER THERE DURING MY BUSY DAY TO SEE WHATS GOING ON. I COME TO FIND OUT MY CAR WAS JUST SITTING THERE. IT WAS COMPLETED 2 DAYS AGO. NO ONE CALLED ME TO LET ME KNOW. I'M APPAULED AT MERCEDES FOR THE LACK OF EXCEEDING THE CONSUMERS EXPECTATIONS. I WILL NOT INDORSE Mercedes of Escondido, CA 92027 TO ANYONE NEEDING ONE!!!! BUT I WILL GO ON ALL MEDIA TO LET PEOPLE KNOW OF THE HORRIFIC SERVICE.
Reason of review:
Poor customer service
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Mercedes Benz Of Escondido
Thank you for heads up