I leased my car March 9, 2006. Since then the service at Mercedes bens Laval (Auto classic) has been less than perfect! It has been horrific. The first bad experience was my first oil change or as they call it “Service A” they call it this so they are able to do a bunch of useless checkups on a NEW car and charge you an arm and leg. I called Mercedes to take an appointment for service A and got my appointment 6 weeks later, must be very busy I thought to myself. The next time I called Mercedes was to change my tires (winter tires) I called about a week ahead of time. I talked to the service department and the only appointment they could give me was 8 weeks later. I didn’t take the appointment and chose to go to a private garage. I got them changed the very next day.
The next time I brought my car in I had problems with my transmission. I called and they asked me to bring my car in for a test drive. I did. After test driving they told me they didn’t find anything.
I then called about 2-3 weeks later for the same problem; again they had me bring my car in to be looked at. This time I was told they would upgrade the software. They did. The car drove better for about two weeks, after that back to the same thing.
A few weeks later as I was driving to work the car lost all power. I could floor it and all it would do is bock and hardly move. I was not too far from the dealer so I took the chance and headed in that direction. I made it there, walked in and told the service manager (Normand) that I thought the transmission may have gone. He test drove the car and saw it was going nowhere. They gave me a loaner and I went on my way. I got a call a couple hours later and they told me it was a sensor that had gone and not my transmission. I asked them if they could also check the tranny because it was back to the same tricks lately. They told me they would and that I would be able to pick my car up the next day. The following day I went to pick up my car. The service manager told me they had upgraded the software in the tranny (again) and changed the sensor.
By now I was familiar with Mercedes service policies so whenever I saw a service coming up I would call and make an appointment WAY in advance. “Service B” was creeping up so I called 6-8 weeks in advance and got my appointment as projected. I brought my car in. A few hours later I got a call from Mercedes. The lady on the phone explained to me that my brakes would be ok up until my next service but if I wanted I could have them changed today. I asked her not to, since they would be ok till the next service.
Two weeks later I brought my car to change tires at the same private garage that changed my tires last year. The mechanic there told me I could seriously hurt myself if I didn’t change my brakes. He told me that I was driving metal on metal. I then called Mercedes. The service manager (Normand) told me that no one ever told me this and proceeded to argue with me. He told me that if I wanted to change my brakes I would have to wait six weeks!. I hung up, called back and asked to speak with the sales manager. I got his voice mail and left him a message explaining my situation and how it was handled by the service manager. I also asked for him to call me back. The person that called me back was NORMAND! The only person I did not want to talk to. I hung the phone up on him, called back and left another message for the sales manager to call me back. I never received a phone call.
I called another Mercedes dealer and explained to them my situation. They gave me an appointment the very next week. I ended up paying $1300.00 to change 4 discs and 4 pads..
“Service A “again. I get my car serviced.
ONE week later my brakes are just not working well. I bring my car in and explain this to the one and only NORMAND, he walks into the garage; pops open my hood and checks the oil level. He then walks out and comes back with a bottle of oil. As he approaches my car he looks over at me and sarcastically says “you should check this every now and then you know!”. I look over at him and at this point I am not a happy camper. I yell back at him that I PAID HIM TO DO JUST THAT LAST WEEK!.
A few months later.
Problems with power steering and my transmission. I call for an appointment and instead they ask me to come in for an evaluation before they can give me an appointment. I bring my car in the next day and get it test driven by a mechanic. The mechanic finds nothing wrong with neither the transmission nor the power steering but tells me that the transfer case is broken. We then proceed to the service counter and he explains the problem to the girl that’s there and asks for an appointment to fix the problem. The lady there tells me that all she has available would be in 6 weeks! or she could give me an appointment sooner but without a loaner. Knowing full well that that’s unacceptable I take the appointment for 6 weeks later. When I get back home I call Mercedes and ask to speak with the manager(again). After a heated and lengthy conversation the manager tells me that it’s not that dangerous and that he would try and get me an appointment sooner and would call me back next week.
No one ever calls me back. I then decide I would try and resolve this with Mercedes Canada.
Phone call to Mercedes Canada.
I call Mercedes and ask to speak with someone about a complaint I had. They ask me what area I am from and transfer me to a voice box. The voice box of Harry Clouy(spelling). I explain to him in short and ask that he get back to me. One week later no call back HAhahaha. I call back and insist I talk with him. Miraculously they find him and I explain to him my situation and frustration with Mercedes and my car. He tells me that he is going to talk with his supervisor and get back to me the very next day. One week later he has not called me back. I call back and get him on the phone again, he tells me he has not talked to his supervisor but will definitely talk to him today because he has made me wait so long and that he will get back to me the very next day. Again, one week later I call him and he gives me the same song. This happens one more time the following week. Today October 16, approximately one month after contacting Harry I called and asked to speak with his supervisor or anyone else but him. I got the voice box of Ann something. I again left a message. Let’s see what happens next!! LOLHAHAHA Mercedes Bens what a joke...
I delt with Mercedes Benz of Reno and they were great. The real fun of buying a car from a dealership is when everyone there makes you feel special and adds to the excitement of buying a nice new car. Mercedes Benz of Reno was amazing, alltho all car dealers are somewhat sneaky and want to get their hand into your wallet, I found these guys to be a lot better then the rest. I would say forget about the dealership you have been dealing with. Your warrenty is good at Any U.S. Mercedes Benz dealership, you are spending your money on a mercedes benz, there is no reason to take that kind of shit from a dealership when there are so many others that do take good care of their customers. You should call Mercedes Benz of USA and complain, focus on calling and complaining there. I would forget about Mercedes Benz of Canada, they will have nothing to do with any US car. I live in Canada, and the Mercedes Benz of Canada dealerships will be very reserved on going out of their way at all for a US car (seeing as that last year Canadians imported something like 200,000 cars from USA into canada because of the drop in the value of the Greenback.
It really does sound like a combination of a poor quality C class (no surprise there....had one) and a very, very bad dealer. You should have never returned to that dealer if they were so bad. That was your biggest mistake.
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"One anecdotal story does not constitute a statistic."
"You know the Germans make good stuff" -Vince Offer
Update:
October 18.
I call Mercedes Canada and asked to speak with Anne. They tell me that Anne BELL was out of the office but put me through to her voice mail. (Again)I leave a message for her to call me back.
(No call back)
October 20.
I bring my car to Mercedes Laval to get fixed as scheduled.
October 21.
My wife receives a phone call from Ronald Lejour at Mercedes Laval. He asks her to have me call him back. My wife contacts me and tells me that Mr. Lejour at Mercedes had called and wanted me to contact him. I immediately pick up the phone and call his office. Mr. Lejour answers and tells me that my car will be ready tomorrow and if I could see him before leaving the dealership with it. I agree to see him and end the call.
October 22.
(My father had asked to come along.)I pick up my father and head to Mercedes with him to pick up my car and see what Mr.Lejour had to say or offer. We walk into Mr.Lejour’s office and greet him. The first thing that he says to me is “So, you wanted to see me?” I was a little lost for words but I did manage to get out a “ahh ahhh no---- no-------- not really, I think you wanted to see me”. He then goes straight to telling me what they fixed on my car. A pulley was changed that was recalled, the transfer case was fixed and something was done to my transmission. He told me that some error codes were found in the computer (whatever). He then asks me (AGAIN) what I wanted to talk to him about. At that point I should have walked out of his office but didn’t. I proceeded to tell him how unhappy I was with my car and the service there. Something he knows full well about because I had also sent this letter to him. During this little conversation my father had taken a seat in front of his desk while I stood. Not because I wanted to but because I was never offered a seat. Right there next to his desk was a third seat and he never offered. I stood there in front of his desk the entire meeting which lasted about 15 minutes. During this meeting I asked MR.Lejour why the Manager (him) had not contacted me when I left him three messages on two separate occasions. He replied that he gets back to everyone that leaves him a message (ok...). Needless to say nothing got solved nor were there any apologies or offers to make things better. Just a big waste of TIME!!. The only thing he offered was his card and told me that in the future I could contact him directly if something went wrong or I needed something. HA! What a joke!. (Fool me once... )
(I never learn.) Before starting work I decide to give Anne Bell at Mercedes Canada another try. I call and ask for her. The receptionist tells me that she was not at her desk but would take a message for me. Again, I leave my name and phone number and ask for her to call me back. Still no call...
Why do you keep going back to the same dealer who continues to give you bad service? Go above the service manager to the dealership owner(s) and have a chat with him/her/them about your experiences. If the owner is with the program at all, he/she/they will start offering you stuff and keep an eye on the service manager.
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