Beth Preimesberger

Review of Keyes European (Mercedes–Benz)

Made an appointment for basic required scheduled m...

Made an appointment for basic required scheduled maintenance and waited 15 minutes to be helped, only after I asked someone who is standing around what happened with the service advisor (Gary Papazian) assigned to my vehicle. Mr. Papazian never came out or acknowledged me to apologize for the wait. I ended up being helped by someone else who stated that Gary will call me after 3-4 hours when my car is ready. NO ONE CALLED all day. I called the next day to find out what is going on and was told someone will call me with the status as my assigned advisor is not at his desk. Finally received a phone call after 5 minutes and was told it is ready. Went to pick up my car, this time was helped by the assigned advisor, Gary, and was told I am all set, someone will bring my car around. Again, to my dissatisfaction, I had to wait again 15 minutes before one of the guys standing around finally asked me if someone is helping me. Mind you during this time, no one else is waiting to pick up their car, JUST ME. I expressed my frustration and irritation for having to wait 15 minutes just to pick up my car when I was told by 'Gary ' that someone will bring my car shortly. Apparently, no one was asked to retrieve my car. I asked them to just give me the key to my car and I will get it myself and maybe will get out there to make it to my appointment on time. Only then they scrambled to get my car only to be told that they put the wrong tag to my car key that is why they couldn't find my car . By this time, I have been waiting for 25 minutes. In addition, my name is on the appointment information and yet they continue to call me by my sister's name who is the former owner of the car, I had my car serviced last time and I never had any issue including being addressed by my name. I have been a client of your company for many years and this is the worse service I had ever received. There is no excuse to how I was treated from a company who advertises their service excellence. Maybe I should trade my Mercedes to a BMW or Audi to get the service I expect from a luxury car dealer service department.
By the way, Google Review has several clients rating their service department 1 star. If management can't take a hint, nothing will change.