Mercedes Benz Manhattan Complaint - Horrible Customer Service and Bad Service in my
After buying two Mercedes from Mercedes Benz Manhattan I contacted them to schedule a drop off on August 2nd for service (fix damage from a car crash). I contacted them 2 weeks before the scheduled date to make sure they knew that I was going to dropped off my car. And they confirmed for me. As a courtesy I contacted them a week before to ensure that they knew that my car was going to be dropped off.
When I got there to drop off my car at Mercedes Dealer nobody knew about my car and they said that they have to check if they can take my car for service. After 30 minutes of discussions, Katie came to talk to me about checking the car, because it was an insurance related claim and she was the one to handle it, really fast she took the insurance check from my hands even though she didn't know the reason my car was going for service. After I schedule two weeks in advance and have confirmed a week ago, they should be responsible for their schedules, but in this case I was the one who drove over 50 miles to drop off my car in a good dealer and been sent home. I thought it was outrageous. Because of their internal communications problems and I was the one who would have to do the same thing twice. After one hour of back and forth, they accept taking my car. Katie assure me that she would contact the insurance company and reserve a car for me, so I could pick up around noon and drive back home with my 3 months old daughter and my mom.
When I got at the dealer around 5 PM my car was driven to NJ and no arrangements were made about my rental. Katie never called Enterprise, she called Enterprise when I got back to the dealer at 5 PM and told me that there wasn't any car available for me. This was the worst customer service or customer care that I have ever experience. I reminded her that she was supposed to call the car rental and reserve a car for me and she didn’t do it. When I asked her about that she just left, as she didn't need to answer to me. I asked to talk to her supervisor Gail. When Gail came to talk to me, I told her the situation and she start to explain for Katie, protecting Katie and not even listen to me that I need a car and I need to take my daughter and my mom home. Gail did not even try to get me a car to go home, she didn't care at all how I was going to drive my family home. She was basically telling me that Katie had no responsibly to get me a rental for my car even if she told me she would get me a car she didn’t have to do so. Gail simply told me that I have to find a way to go home, but she couldn't do anything for me.
I called the insurance company to schedule a car rental and they schedule the car for me. At that time I was at Mercedes already for 2 hours trying to get a car to go home.
Mercedes and its personnel did not do anything for me they only want the insurance money for the service and care less for me. It was the worst experience I ever had I my life with customer service.
After I arrange the car from Enterprise I left Mercedes around 8PM. I stayed there for over 3 hours trying to fix a mistake made by their employees. Before I left Katie guarantee me that she would call me and let me know the car status and when should I return the rental and when should I pick up my car. She never called me, I called Mercedes 3 times and never heard back from Katie. I decided to call the insurance company to find out how everything stands and they explain to me that Mercedes is trying to get more damages repair in the car and they would have to hold the car for more days. I told the lady at the insurance company that I called because my body shop hasn’t communicate with me at all and every time I call they don’t know anything about my car. I need to be informed and know when I am supposed to return my rental otherwise it would come out of my packet. After the insurance lady called the dealer to find out the status in my car and give a date to drop off the rental she called me back and let me know. I couldn’t believe that Mercedes Benz Manhattan could not call me to let me know about the status.
When I picked up the car the car was showing a message about service and they did not called me if I would like to have the service performed while my car was at the dealer. Now I have to send my car again for service (in a different dealership, because I will never go back there). It is extremely inconvenient.
On top of that they stole $60 in quarters in my car, the plastic container that is located in between the driver and passenger seat, the triangle, my car charger, a back protection, CD’s and they used up all my gas and returned it to me without gas to go back home.
Send your car to Mercedes Benz Manhattan if you want to be humiliated by bad customer services, if you want to be ignored every time you call to ask if your car is ready, and they will tell you that they have no idea about your car. And send your car to Mercedes Benz Manhattan if you want to be robbed and have your accessories missed when you pick up your car. I have over $400 dollars lost with my quarter, my charger missing, CD, the plastic container missing…