Mercedes-Benz of Flagstaff

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Opinions

• Lee Harris

  Dec, 25 2017
  ★ ☆ ☆ ☆ ☆
  I have worked in the car industry for 10 years and feel this is one of the shadiest dealerships I have ever come across. I would pull their dealer license if I were Mercedes.
  
  To start I had visited the dealership in the past for warranty work and everything was great. The service manager was exceptional which is why we came back.
  
  Minutes before I pulled in the Service Manager and someone else quit or were fired from the dealership I was told. There was a new guy who had only been there 2 weeks. He seemed nice enough at first and I tried to help calm down because he seemed very lost. We had my vehicle inspected for the problem I was having and had out service done. The mechanic found the issue and reported it to our service writer. The said we needed a water pump and that "Mercedes" recommended fixing an adjoining part during the water pump replacement and made it seem like the adjoining part would most likely fail if not replaced. After about 15 minutes my wife found out it should be covered under warranty. The new guy had no idea which was understandable but there was no one else he could confirm the warranty claim with, mechanic, manager etc. So we left waiting for a call. We finally got a call and confirmed that the water pump was covered but the adjoining part wasn't because it wasn't really needed just recommended by the dealership NOT Mercedes. This was not the new guys fault we was just telling us what he was told to say OR he wasn't really new and lying, either way they were trying to get us to replace parts that weren't needed.
  
  Because of all the confusion with the warranty work I failed to notice I had been charged for 2 extra things on my service that I didn't authorize. When I called back to address the situation I was told by the new guy he would check with his Fixed Operations manager and get back to me. He didn't. I called several days later and he was like" Yeah I spoke with my manager and he doesn't feel like you were over charged" I then asked to speak to the General Manager and put on hold forever. I hung up and got a call back saying he spoke with his manager (not the general manager) and they wanted me to send over a competing quote for a service? I told him I wasn't going to all that trouble and gave them my number to call me to address the problem. Apparently the managers don't want to speak to customers when there are issues they just want to hide behind employees and come up with crazy replies.
  
  I will NEVER go to this store again and I will tell everyone I come in contact with to avoid this store as well. The don't care about customers and are only out to charge them as much money as possible and make up things to fix.

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