I spent $125,000, sight unseen, on a low mileage SL65 at FJ Mercedes-Benz of Chicago and would never buy a car from them again. In the middle of May I found the car on autotradercom. It looked good black/black all options and a reasonable price so I e-mailed them to see if it was still available. I got a response back that it was from a used car salesman named Ken Montijo. He was incompetant and dishonest. In other words the stereotypical used car salesman. Here are some of the things that occured:
1) He forced me to pay for the car in 2 days. I know, never let them force you into anything, but it was low mileage, all the options, carfax ok, from one of the largest dealers and my brother had a look at it. So in other words I responded quickly to their request.
After they got my money everything slowed down.
2) I asked for a price to change the wood trim to carbon fiber. I requested this from Ken 3 times. Finally he said that he can't get it without a VIN from a car that has it. So I went on autotrader and found 1 and sent him the details. Next day I had a price. Why so many requests? Why couldn't he find a VIN? Incompetent? Lazy?
3) Right from the beginning I was asking for the service history of this vehicle. It took 3 weeks to get it! At first he said it's so new that there is no history. Then he said that he checked and it's private information. Finally I called and spoke to service directly and they faxed it to me in 5 minutes!
4) When I finally received the car it did not have a nav disc. I called Ken and informed him of this. He said he saw it in the car. He's was sure it's in there. It was a #6 cd. I informed him that my car is an 05 and now they have DVD nav disc's.
5) I sent a negative review to MBUSA. The next day Ken called me and wanted to know why I responded that way so I spent 15 min. explaining. He appologized and said he would try to get me a nav disc and would definately get back to me before the end of the day. He didn't call that day, nor on the next. Finally I called him again. Again he appologized and promised a response by the end of the day. Again no response!
6) So I finally decide to speak to his manager, G. Storm. I explain what happened and he says "what do you want me to do?" I ask and he pays for a nav disc. Not really interested in fixing a problem or earning some customer loyalty back but getting rid of a disgruntled customer.
These are demonstative of my experience at FJ Chicago. I was never loud or aggresive with them. I thought that dealing with a large, somewhat repected, MB dealer would result in better customer service. I told them that I also wanted an s65 so they should not have thought that they'd never see me again. My brother is a doctor at a nearby hospital so why treat me this way. Do they think he'll ever buy a car from them?
I don't understand why they don't treat their customers well. It seems logical that you treat them well and they'll come back, but you treat em bad and you won't see them again or anyone that listens to your negative experiences.
I'm from Canada and that happens up here too, like that video about the dealer in Vancouver. But for the most part Canadians have a reputation of being "nice". What is this world coming to when you spend $125,000 and are treated like crap.