Marco Bianchi

Review of Mercedes Benz Autobahn Motors

Vehicle was brought in for routine service plus a ...

Vehicle was brought in for routine service plus a warranty issue with broken clips on a molding on a Tuesday. The service advisor said that the vehicle should be ready by end of day. Towards the end of that day, my wife who was in the area drove her loaner to the dealership to see if it was ready. The service advisor " who did not call to advise her" said that they had to overnight the parts for the molding and that the car should be ready by the next day. The next day, he did call that the part wouldn't be in until late in the day and that all should be good for the following day. No call the following day. Mind you, we expressed to him that we were leaving for a long trip that Friday and we needed the vehicle since it afforded us plenty of space for our gear as opposed to the small sedan we were loaned. Friday morning comes and we had to make a call since the service advisor went MIA. When he finally returned our call, he said the car would be ready by 2pm. We were already on the road in our overstuffed sedan and expressed how unhappy we were with this process and that we would pick up the car on Monday mid morning. On Monday we return the loaner, go to the cashier and we are told that it would be 5 or 10 minutes while they bring the car up. BTW, the service advisor was off that day. After 30 minutes of waiting, no car. Go back inside and we are told they can't locate it. It turns out they mislabeled the key. Finally they locate it and drive up. The car is filthy outside and in, not to mention it clearly wasn't sanitized! We had him clean the car inside and out which took another 20 minutes and we are sure he did not sanitize it since he didn't mention anything. In summary, we gave them 1 star for the actual service of the vehicle which was done properly. The customer service experience was horrible. We could potentially tolerate this kind of service if it was heavily discounted , but we paid top dollar with terrible customer service.