I brought my 2016 Mercedes CLA 250 4Matic in to Th...

I brought my 2016 Mercedes CLA 250 4Matic in to The Mercedes-Benz Center at Keeler Motors service department THREE times for an abnormal noise that can only be reproduce with specific conditions and they were not able to fix it.

The first time I brought it in (15AUG17), I did not have any recordings of the actual noise because I thought it was a one time thing. I did give the Service Adviser, Joseph Palumbo, the specific conditions to reproduce the noise. After they took a look at my car and could not find anything wrong with it, they said nothing was wrong with the car.

Then a few days later, the noise re-occured. I decided to get video recording of the noise and how to reproduce it from two different points of views (driver's point of view and bystander point of view). When I brought the car in this time (08SEP17), I provided the Joseph with the video recordings. He initially thought it was a heat shield problem, and, lo and behold, the technicians were actually able to find a sheered bolt in my heat shield. However, they were not able to reproduce the noise. Their logic was that if they can't reproduce the noise, it automatically means that nothing is wrong with the car and they can't be bothered to try it again.

I brought the car home thinking everything was good and the very next day, the EXACT same noise occured again. At this point, I was mildly upset because they only try to reproduce the problem once every time I bring the car in and I keep having to bring the car in over and over again for the same issue (I live half an hour away from this dealer, which is the only available Benz dealer in the region). This third time (18SEP17), I brought it in and Joseph was very impatient with me and gave me attitude. I kept insisting that it was an engine or transmission issue because of the nature of the problem but he kept saying I don't know what I am talking about and reluctantly took my car to check once again. I even asked if they could just open my transmission or engine block to investigate the problem rather than try to reproduce it, but he was saying there is no reason because if they can't reproduce it, there is nothing wrong. After handing them the keys, I turned on the Travel Zones setting on my Mercedes Me app to track whether they actually were taking my car out to try to reproduce the noise and of the 10ish days I left the car there, they tried it once. Ten days to try once and then they told me they couldn't reproduce the noise and that nothing was wrong. At this point, I was furious and decided there is no reason to bring the car in a fourth time.

Now, a little more than a month later (28OCT17), I bring my car into Carriage House of New London, gave the Service Adviser, Jason Pierce, the exact situation and guess what happens? They were able to find out it was a transmission problem, as I had originally thought.

The accumulation of the three unfruitful visits and another dealership finding the problem in one visit just goes to show how unreliable the service at The Mercedes-Benz Center at Keeler Motors is. The service adviser, Joe, was easy to anger, impatient, and rude and the service department performed only the bare minimum. I can not speak for the sales and parts department, but the service department here is, from my experience, terrible.