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.