Bad Independent experience, Atlanta Ga
Hi all, This is my first post on this forum, I normally read the forum for ideas and I always find answers. My experience with The Benz Shop, Atlanta, Ga. was the worst. Here is my story:
2001 Mercedes Benz CL500 Thursday, December 10, 2009
I called The Benz Store, and spoke with Todd Thomas, regarding clearing the DTC code, for a soft door close fault. I was told by Mr. Thomas, the diagnostic service would cost $77 including troubleshooting the fault code, this was included for 1 hour of diagnostic time. I agreed and delivered my car to The Benz Store, 4321 C Buford Highway Chamblee, Ga 30341. The date was Friday, 4 December 2009; approximate time was around 12 noon. After removing my car to the service area, I was told he found a defective vacuum part within the door, I told him I would bring the car back, and he said he would plug the vacuum port to avoid burning out the vacuum motor. Mr. Thomas came back out to the customer service waiting area and informed me that he wanted to show me something on my car. As we proceeded to the maintenance dock, he asked if my car was ever wrecked and who worked on my door last, and how long had I owned the car. When we reached my car, I noticed right away that my driverâ€™s window was badly cracked. He proceeded to explain what happened, he said because my door was out of adjustment, it led to my window glass cracking. He also said that they would partially compensate me on replacing the cracked glass. I said first off, my car had never been in an accident and it had a clean Car fax history. His reason for thinking it had been wrecked was RTV, on the rubber seal between the front and rear door glass. I personally applied the RTV, to quiet a hissing noise created by escaping air past the seal. He quickly changed his story to maybe the RTV, contributed to the glass crack. Room temperature Vulcanizing (RTV) remains soft and pliable and does not harden. I quickly deducted he was not taking responsibility for cracking my driver window door glass. I also said that I arrived with a driver window that was not cracked and I will not absorb any repair cost associated with replacing my window glass. He pointed out that my window was loose in the track. I said that you still cracked my driver window glass and you should take full responsibility without fabricating a reason to pass the cracked window glass to the owner as if it were an operator fault. He agreed to replace the driver window, I also pointed out that my glass is factory tinted and is original Mercedes glass, evidenced by the logo in lower right corner. The car will be returned to the Benz Store, 11 December 2009; for driver door glass replacement only.
December 11, 2009 Time: 1008hrs
I walked through the door; the owner asked if I needed help, I said I was there to have a driver door glass replaced, CL 500. I asked if the glass was on-hand, he said yes. I asked if the glass was OE, he snapped back, yes, what do you think. I was the only customer in the waiting area at the time. Todd, was the person I originally spoke with about my car. He asked if I had the door vacuum repair kit, I said yes but I decided I want to have just my door glass installed. He became irate and then left the customer waiting area. A few minutes and now the owner is at the service counter, he informs me that my broken door glass was no fault of his technicians. In addition, that he is not responsible to cover all cost of the replacement glass. He also said his tech, discovered a missing screw that led to the breakage. Customers are now present, I said I brought my car to what I thought was a reputable business. I said you break my door glass and tell me I will share replacement cost. I said I will not pay any cost associated with a broken door glass that he will not accept responsibility for breaking. Customers are beginning to walk out; he said okay, he will replace the door glass. After returning my car to the front of his facility, I noticed the greasy finger prints on my door and dirty glass. I did not say a word, I paid the diagnostic cost and left. On my way home, the window howled because the glass did not seal at all. When I arrived home, I noticed the screws in the chrome door surround appeared to have been rounded out. Mind you, I work as a quality assurance inspector, for Lockheed Martin Aviation. Nobody deserves to be treated this way because the owner of The Benz Store did not want to absorb the cost of replacing my door glass that he broke. I think a dealer might have handled this much differently, at least I hope so.