Mister Sandman

Review of South Bay Mercedes-Benz

Purchased my car from this dealership in 2013. Was...

Purchased my car from this dealership in 2013. Was told that there was a special sticker placed on my windshield to signify this and make sure that I got special treatment any time I brought my car in for service. A nice perk was that they provided loaner vehicles. Well I brought it in for the airbag recall and they told me that they don t give loaners for recall repairs. That s a stupid policy. I am inconvenienced because of a recall that was their fault and all of a sudden their policy changes. If I m not giving them money to repair my car then I m on my own, I get it. Strike 1. I scheduled my appointment at 9:20am on Saturday and they say it should take 2-3 hours. I get to the shop and wait outside in the cold for 20 minutes for a service advisor to come to me. One doesn t come, however, their big boss comes because he sees me waiting and gets my info himself. A couple minutes later my service advisor shows up. Their excuse was they didn t see me standing by a pillar next to my car. Really? If you would have come to my car you would have seen me! Strike 2. We go inside and they tell me it will take 3-4 hours to complete (so much for the 2-3 hours they quoted me earlier). I let them know this is fine however I need the car back by 2 because of another appointment (about 5 hours later). 1:30 rolls around and I decided to call them for an update since the 4 hour window they promised has passed. They tell me it won t be ready until 3. I tell them that s not acceptable because I needed to be at a party. The SA said that was the estimate the technician gave. They said I can get the car Monday morning. That was not an option because that car is used to haul kids around to school and go to work. Note that a loaner car was never offered as a solution even though I m sure they had some available. So after some discussion we agree to leave the car with the receptionist on the sales side and I would leave my party early to come get the car at 9pm. They miraculously finish the car at 1:45 (15 minutes after I hung up with them) and they ask me to come pick it up. I told them we agreed on 9pm and there is no way I could get it because I was already on my way to a party 90 minutes away. Strike 3. What a mess. So we leave our party early and make it back by 9pm.

I would expect this treatment from Chevy or Ford but it appears this is no longer the case. My other car is a Tesla and they are the gold standard for customer service. This dealer is a joke. This is the last Mercedes I will ever buy.