jay

We hear so many negative experiences here about MB centers all over the country, that I had to share my story.... a positive one..

My coupe was in for service for misfiring, and pano problems on the 22nd of this month, at which time I was given the standard C240 loaner from Penske Mercedes in West Covina. My service Rep. said he'd call later that day (which he did) but it turned out that it would have to spend the night, maybe 2. No big deal, I did have the loaner afterall....

Well, several days (9 to be exact) and a few thousand dollars in parts later, I have my car back.

What impresses me most about my service rep, and Penske in general, is the fact that they had my car flat-bedded to my home, approximately 90 miles from Penske, and took the loaner with them.... I know they wanted me to drive in to trade, but I had several conference calls today, and a couple of Dr.'s appointments to get to, so there was no way I could make it.

I didn't even have to beg them. Michael (my service rep) just offered it up. Now, I would expect it if I am coming in with an S or SL, but even my little coupe got me that great service.......

I do feel bad though. The driver spent 3 1/2 hours in weekend traffic to get here, and got lost twice..... I know he has a long night ahead of him.....

Tezta

I hear penske is good too. Why did you have to spend a few thousand dollars though?

mdp c230k

Penske took care of me the same way. Flatbed pick up and drop off with a c320 loaner. They even brought my car back after missing me the first time at 7pm and 40 miles away. Good dealer.

jay

No.. No...No.... I didn't pay for anything. It was all covered under the warranty, but the work order listed the parts and cost.

FrankW

Yes, Penske has that kind of service if you live far from them. HOI has the same kind of service. Just ask for it and you'll get it.

Matt230K

They must own their own flatbeds, because it gets expensive to pay a towing company to do that all the time.

Vince

i think if the car is under warranty then the bill gets sent to mbusa. so dealers don't really mind adding a little to the bill

Matt230K

I doubt that warranty would cover towing, but I could be wrong.

jay

The towing was paid for by Penske.... The driver mentioned that he does a lot of work for them.

mctwin2kman

Most towing companies work closely with the dealer to bille them exactly what they will get for towing from the manufacturer. Towing is covered under warranty if it is needed. But most manufacturers pay like $30-40 for towing so it is much lower than the tow companies charge. But if the tow company lets it slide for that rate, they will get more business from the dealer and they make it up on non-warranty tow jobs.

Matt230K

This may be true, but towing the car back to the customer is not needed and this is probably not covered by warranty. Except if the customer drives it in, then it is towed back, they can say that towing was to bring the car in.

If this dealer does this often, they may be better off buying their own truck and hiring a guy to drive it. It would probably be cheaper in the long run.

mbtech208

Penske has 6 of their own flatbed trucks, plus they use a few other outside towing companies if needed.