Gina Kim

Review of Mercedes Benz of Brooklyn

My husband and I purchased a brand new sprinter va...

My husband and I purchased a brand new sprinter van at the end of August. We offered to pick it up but the commercial van sales manager Alix Jones assured us that delivery was no problem and we thought - ok great that s convenient since we re in Philadelphia and we have a 2 year old and also we re small business owners so it ll save us time! The van arrives 24 hours after they say it will, but it looks great, spotless, the van is over 9 feet tall and we don t even dream that something could be wrong with it since it s a BRAND NEW VAN, we sign for it (our one mistake that will haunt us), and then about 15 minutes after it s been delivered, my husband climbs up on the roof to start planning for our solar panels because we are converting the van to live in. He finds the roof is scratched and dented as if the van has been driven under a bridge. We notify the dealership immediately and attach photos. They assure us they will take care of it all. About a week or more later they send us to a body shop that s near us, saying take the van in and they ll take care of you . The body shop has been briefed on the situation and they assure us we will be on every email exchange with the dealership for full transparency and updates on the estimate and repair. We hear nothing. I call the body shop intermittently to get updates on the progress. Finally, three weeks later our van is complete! ONE PROBLEM. The dealership refuses to pay for the repairs because they say the body shop never sent them an estimate. So long story short, we have been stuck in limbo with no van, making payments for it and its insurance, had to move out of our home bc we had ended the lease in anticipation of moving into the van- without the help of the van for moving might I add, and have suffered a lot of lost time with our small furniture business as well as deliveries that we also planned on using the van for. This van was a huge life move for us. We are self employed, and these vans are not cheap. We did not expect a company like Mercedes to be so stingy and unhelpful and we are now having to file a lawsuit because of the unresponsiveness and lack of accountability from their end. I would not recommend purchasing a vehicle from this dealership. They will ghost you when it s convenient, and they will leave you with a $10,000 repair bill for weeks on end with NO OFFER of a loaner or any money back. If we weren t literally homeless now, we d want to return this vehicle just because of the terrible experience from this dealership. I ve waited this long to leave this review because I was being patient and trying to be understanding but now I realize they were playing me for a fool. Mercedes Benz of Brooklyn operates like we re in a world where you can t trust anyone and even if you buy a brand new item you better check every inch of it because they will not honor their word after the fact. I would ve rather they just told us they wouldn t help us. Then we wouldn t be in this situation where we re literally without the van that we bought with our hard-earned money during a pandemic to help our family get a little closer to our small dream. They ve deflected blame at every turn and blamed the body shop or the transport company - all companies THEY hired, leaving us no options but to stress out and move into my parents garage and find a lawyer all while raising a child and running our own business. I don t leave negative reviews ever but this is seriously unacceptable.