Terrible experience

I took a Mercedes Airstream Interstate van to Schumacher or Mercedes to have a solar charging issue repaired . I made the reservation by email and followed up with two phone calls and when I arrive they had no record of my reservation . They diagnose the solar charging problem as a failed relay which part they did not have. They had no interest in helping we with the part number or finding the part. They did however fix another problem with a hose. They shorten the hose and replace two hose clamps . That took a total of about seven hours. I counted at least five people touch my work order before I got the bill .
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ID
#1010538 Review #1010538 is a subjective opinion of poster.
Service
Schumacher Mercedes European Rv Repair
Reason of review
Bad quality

Service department deceives / lies

Service advised me to replace my brakes pads because they were "at 10% and the rotors are right at minimum spec". The math did not add up: I dropped the vehicle off with no brake pad wear sensor light requesting brake service, the sensors find themselves 4.5 mm (a $4 dollar replaceable sensor ) into the brake material from the metal backing for brake pad whose when new dimension is 13.5mm of brake material, so at point when the brake pad sensor light calls for service, 29.6% of brake pads is left, to date I do not have a brake service light and it has been 3 weeks. They also told me that the rotors are right at minimum spec, a machined notch in the venting that corresponds to this minimum. I was nowhere near my wear limit. The reason my vehicle went in for service to begin with was the airmatic system service required popped up on the dash and the vehicle suspension was riding abnormally. Josh informed me it was " due to compressor running and burning up the connectors ". when I asked what caused it to run excessively ( online research pointed me to a leak in the suspension system ) he said it was "likely an internal malfunction in the unit" intentionally being vague as to what he meant by unit. I asked if the leak had been found and requested inspection of old parts, Josh texts back the next day that he was not able to get the old parts back before the tech turned it back for warranty, and also informed me that unless I want other repairs he advised the car was ready for pickup. After insisting something would have caused the compressor and a connector to burn Josh told me a relay was sticking and causing the motor to run until it failed. At this point I am thinking could an engineer have designed in a relay that could not have been able to handle the inductive load, and the wire connectors was inadequate as well? Being an electronic engineer I would have expected a fuse to open to prevent physically damaging the system as Josh was describing. I asked If I could speak with the tech to which I was told yes and given times. When I came to pick the vehicle up I was told the tech was not there nor was Josh. Online forums everywhere pretty much say that relays go bad in the open sense, and the compressor In my vehicle did not look new. One of the other issues that was supposedly remedied was windows opening up immediately after they were closed by a user: Mercedes Benz of Chicago replaced the driver side control months before, Schumacher did the same but intermittently we have issues. After picking up the car I also noticed that TPMS was telling me all my tires were inflated to 40 PSI. the door jamb specifies 32 psi for front and 38 for rear inflation pressures, over inflating fronts by 25%. I asked to meet with Josh's manager. When I met Aurel Bobesku he pulled the shop forman into the meeting, Over the phone I was told we would look at the brakes and try to see where the 10 percent number came from but that never happened. The shop foreman had a spiel and answer for everything, The airmatic compressor was killed by a faulty relay, when I told him I have seen relays fail open but never in a closed state he said it happens all the time. When asked why the compressor does not look new, I was told remanufactured compressors are used. I asked why 40 PSI and not the door jamb specifications? He said the shop goes by the sticker on the inside of the gas filling door (later I checked and found that the gas filling door sticker shows 32 front 38 rear just like the door jamb). I wonder how the airmatic system was calibrated for riding height with my tires being over inflated, do I now have to maintain 40 PSI over inflated tires for my airmatic system to operate correctly? No one at Schumacher could explain how they determined the Auxiliary battery required replacement but the service advisor told me I needed to replace both batteries and other things I did not go in to see them for in order to have them look at what was causing issues.
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ID
#992980 Review #992980 is a subjective opinion of poster.
Service
Schumacher Mercedes European Car Diagnostics
Reason of review
Order processing issue

Parts Manager Rude- Unbelievable

I have an older model Mercedes CLK 500 which I love, but due to a hit-and-run accident I have had several issues to have repaired. I had an expired coupon which I wanted to use if possible, but at Christmas they were too busy so I requested to use it now but did agree to pay if necessary. The parts manager Andy called me day before Mother's Day and said they will not service my car. I was extremely upset because of the inconvenience and his rudeness. He claimed I had a problem with Raintree Body Shop. The woman who handled my claim also was unpleasant because it's an older model (but in excellent condition). Exeryone else at Raintree was nice and a young man intervened and helped me. I could not believe what I was hearing. My mechanic was very nice and hated to lose him.
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ID
#845880 Review #845880 is a subjective opinion of poster.
Location
Scottsdale, Arizona
Service
Schumacher Mercedes European Manager
Cons
  • Parts manager extremely rude
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Proceed with caution!

Got "sold" by Schumacher to buy a tricked out Mercedes...custom ordered, took a month longer than expected, communication was awful all around. Sales manager is a real tool and no help whatsoever. Salesman promised to hook me up with service coupons but never came through on his promise. It doesn't matter that there's a Mercedes emblem on the hood, car salesman are car salesman. They will tell you anything to make a sale and then forget you soon after! I tried to sell my car back after a year and with low mileage and they expected me to accept 40% depreciation. That tells you how much these piece of *** cars are worth...
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ID
#812507 Review #812507 is a subjective opinion of poster.
Location
Phoenix, Arizona
Reason of review
Poor customer service

Aurel at Schumacher is Poor on Service

Aurel Has a poor understanding of customer needs and service He has no follow up and is not versed in Mercedes issues, plus takes no responsibility for any issues He doesn't work with customers to resolve issues but promises solution and doesn't deliver results Our Mercedes was brought in multiple times for the same problems and never was corrected Aurel continued to promise it would fixed and it never was!!!! Each time we had to pay for a loaner and drive a lesser Mercedes than we own!!! Schumacher's are arrogrant and out of touch with other Mercedes and luxury auto dealers
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ID
#773415 Review #773415 is a subjective opinion of poster.
Location
Scottsdale, Arizona
Reason of review
Bad quality

Too expensive

Inflated service rates. Actual bill much higher than quote with no explanation. Went to the dealership where we bought the vehicle. The bill was 400.00 for an oil change and also to fill up another fluid. Beware. Not necessary to go to dealer, you can save hundreds by going to another vendor. Charge was way above quote. Originally told it would be 280.00 which was way too expensive. Wow. Do not purchase anything or have service here. Will never return. Schumacher Mercedes takes advantage of their customers. Asked why it was so expensive and they did not know.
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ID
#438154 Review #438154 is a subjective opinion of poster.
Location
Phoenix, Arizona
New Reviewer

Schumacher Mercedes Benz Scottsdale Az Terrible Service

Schumacher Mercedes Benz in Scottsdale, AZ has absolutely Terrible customer Service. I am really disappointed at the arrogance, and the rudeness of this dealership's employees. I once lived in another large city, and i have experienced a great Mercedes dealership, but this store is deplorable My sales person was terrible (really bad) ..BUT, the service department is even worst. Arrogant and rude. No customer service skills, what so ever. You would think that when you spend $75,000-$100,000 dollars on a luxury vehicle that the company would treat you well, but this is not the case at Schumacher Mercedes Benz. I am sure that the owners Michael Schumacher, Werner Schumacher and Chris Schumacher are good people, but they should know that that their employees are lackluster. I am seriously disappointed in this dealership. I give them a 2/10
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5 comments
#1097072

Charging for auto loaners on service is for domestic vehicles not Mercedes! !

#1097069

The service department is poorly run by Andy Homer and his arrogant assistant who is ill equipped to work with customers and resolve service issues

#681192

I had the best car buying experience there. My sales rep Mathew Lennox was beyond helpful and I went into the dealership today for service and he remembered my full name and said hello.

I got a great deal and great financing.

I even added them on my business website as a business that I would recommend. I have owned a BMW, Lexus, Jeep, and Dodge and had horrible experiences at each one of those dealerships, buying from Schumacher was a breeze.

#669625

I also agree that the people that work at Schumacher Benz in Scottsdale DO NOT have ANY customer skills whatsoever...They seem to have an air about them that says something like "I just work here and I could care less about what you would like or think" and they do act very disconnected and uncaring...They just seem to want to live off the name of this dealership...Staff of Schumacher Benz, please take some "How to deal with a customer" training classes from Mercedes Of Chandler as they have by far been VERY nice and courteous to deal with...You can actually have them spend some time with you answering your questions as opposed to just feeling rushed at Schumacher Benz. Also, WHAT is the deal with charging $15 for a LOANER???

Mercedes of Chandler does not do that! At least for service on an under warranty vehicle!

#653870

I agree the service is terrible--they are rude. I would never go back to this dealership.

Planning on trading in my car, but will go to another dealer. By far the worst customer service of any Mercedes dealer I have ever been to.

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ID
#329713 Review #329713 is a subjective opinion of poster.
Location
Phoenix, Arizona

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