So I was driving up the 5 North in Carlsbad last week on the way to a meeting and a boulder hit my windshield - well not a boulder but the rock was pretty darn big. The result was an instant 5-6 inch crack that kept on growing on the way to my meeting.

On the way back from my meeting I figured I would call a couple of local dealerships and see who could put a new windshield in for me as quickly as possible.

I first called Hoehn Carlsbad (because that was the closest to where I was that day). I asked for service and they transferred me to parts to see if they had my windshield in stock. I gave them my VIN, they checked their stock and they had one. They gave me an estimate somewhere around $350.00. I put it on hold, they transferred me back to service and I asked about having it installed that day. They told me they had loaner cars available and to merely bring it in. They gave me a quote of around $250.00 to have it installed. The whole process took at most 5 minutes.

While I was driving I figured I would call MBZ San Diego and see if their prices were different. I asked for parts to see if they had the correct windshield in stock. I was transferred to someone's voicemail. Finding that odd, I pressed zero and ended up back with the receptionist. I informed her that I ended up in someone's voicemail and asked to speak with someone in parts. She transferred me to somewhere and I ended up on hold for about 10 minutes, then the call was disconnected.

So I called back asked for parts again. I was transferred to voicemail again. I pressed zero and asked if anyone was working in parts. I was told that "he" was on the phone. I asked the receptionist if there were more than one person working in parts and was informed that there was not. She tried to transfer me again and ended up disconnecting me again.

So I called back and asked for service. I explained the situation and the woman with whom I spoke asked me to check with parts. I informed her that it had been about 15+ minutes by this point and apparently no one in parts was available. I was put on hold and then disconnected again.

I called back and at this point was a little miffed. I asked to speak with the service manager - and ended up in his voicemail. I finally got back to the receptionist and asked to speak with someone to get a simple question answered and asked her if it was reasonable that I had been trying to get answers for almost 20 minutes now and had gotten none. She transferred me to someone who shouted to someone else in the background and asked this other person if they had the windshield in stock. I was informed that the windshield would be over $400.00 and that they did not have it in stock. She informed me that I could order it, but I politely declined.

By then I had made it to Hoehn Carlsbad and dropped off my car. When dropping it off I asked if they could remove the "1 malfunction" error caused by the teleaid system not being active. The assistant service manager I talked to said something about them possibly not being able to remove the code because of liability concerns (???). So I told him to give it a shot and if he could that would be great.

The next day I picked up my car, paid the final bill ($606.00), and was informed that they were able to service code that error out of the system (and indeed it was gone). They did not charge me for the recode.

While I was impressed with Hoehn Carlsbad, I was less than impressed with San Diego MBZ. I had been into San Diego MBZ previously and had a similar experience with their parts department and service.

So is this a typical difference between these two dealerships or were these just two random coincidences?

 

Don't know about the SD dealership issues, but double check that the put in the correct glass. I have heard that some places use a cheaper glass supplier.

Check tint color and verify the glass manufacturer's logo matches the rest of the car.

 

I go to Hoehn in Carslbad for my service. I used San Diego Mercedes a few times and was not impressed. I think the dealership is way too big. When I bring my car in, no one comes to help me, I get Civics as loaners, and to get appointments, it takes a few days. On the other hand, when I go to Hoehn, someone comes right out to talk to me, I get my choice of loaners (ML, C320 Coupe, C240 sedan...), and I can get same day appointments anyday. Although, it is a bit farther from La Jolla to Hoehn, I feel better bringing my car there than at San Diego. I think the service quality is the same, but I just prefer to go in anytime I please, and come out with a nice clean ML. ( One time they gave me a ML320 sport with AMG exhaust!)

 

Thanks for the info on the glass. I checked the glass and it has all the necessary MBZ info.

The last time I stopped into MBZ SD I wanted to buy some touch up paint. The parts guy refused to sell it to me! Instead he tells me to stop by their shop during the week and have the body shop touch up any chips. I told him I don't work in the area and just wanted the touch up paint and he responded that they were all sold out - without checking since we were outside checking on the color code. Now maybe he knew all the color they had in stock, but to me it seemed odd.

So I asked him about getting my extra key coded. He tells me to take it around back and that they can program it by pointing it at the car and pressing a few buttons??? I almost laughed out loud at the idiocy of the statement (wouldn't that mean anyone on the street could walk around with keys and program them to match your car?). I took it around back to service and was informed that they could program the key but needed my car for a day to do so and that I'd have to make an appointment. Needless to say I haven't made an appointment yet.

I just wanted to know if this was standard at MBZ SD or if I just happened to drop in and call on bad days for them.

SD MBZ is closer to my home, but Hoehn is closer to my office. I just want to know if I'll be able to get decent service at both or whether I should focus on Hoehn in Carlsbad. Thanks to everyone who can offer an opinion!