As I mentioned yesterday I scheduled an appointment to take in my car to have them fix the problem with the passenger seatbelt indicator. I set the appointment for 8:00AM at South Bay MB in Torrance and notified the lady on the phone that I would require a rental as I have to go to work (and I work in Downtown LA).

I pull into the service driveway at 8:00AM and it takes almost 10 minutes for anyone to even come to my car to check me in. Then I still stand around for nearly 20 minutes before my SA even glances at my car. He then goes straight to the car to begin the paperwork and doesn't even bother to ask where the owner of the car was but I saw him in my car so I went over and stood outside while he checked the mileage and whatever. He then asks if I'm the owner and then gets a call on his cell phone so he motions to me to follow him into his office. It sounded as if he was speaking to one of his co-workers who was asking him to do him a favor regarding one of his clients. Now my SA is looking for and filling out paperwork on someone else's client while I'm sitting there waiting.

8:45AM and he finally finishes what he was doing and asks me what's wrong. I explain the problem I'm having and he fills out the paperwork and asks me if I'm going to wait for the car. Of course I let him know that I already requested a rental so I can go to work or they could offer to drive me to Downtown LA.

Now I go to the Enterprise desk and stand there for another 15 minutes waiting for the guy to get off the phone. Apparently someone had rented a car and their kid left a textbook in the backseat so now he has to track down the car to retrieve the item. He finally checks me in and offers me a C-Class for $10 or I can take a Galant, Grand Cherokee or Durango for free. I opt for the C-Class and then he brings the dirtiest C-230K I have ever seen. It even had dirty tissues in the car and the dumb guy didn't even bother to take them out. On top of that he tells me there is 1/2 tank of gas and I get in and there's barely even a 1/4 tank!

I am a very patient person and I usually don't like to complain but this experience was totally unacceptable. Even my Ford dealership has us in and out with a rental within 30 minutes at the most. It took me over an hour and fifteen minutes to get out of there.

I was curious as to how long it normally takes you from start to finish to drop your car and leave with a loaner. Also, is it normal to have to pay extra just to get a C-Class?

Maybe I'm being to hard on them...

 

2 different dealers 3 Mercedes over 6 years and never waited more than 20 minutes.

 

From the time I pull into the service bay and they drive my loaner in and I'm off (10 min. max). And the car is ready when they say it will be!!

 

My dealer will pick up my car, leave a loaner (not a rental) and when its done do the reverse. All at no charge and the delivery/pick up guys refuse tips!! When on rare occassions I do take the car in myself its less than 10 minutes.

 

Dropping the car off is never a problem. I don't have to pay for the loaner cars and they are at least a C240 4 Matic. They always have everything ready.

My issues are when I pick the car up. My car is never waiting for me! I get there at about 5:00 PM and I leave about 30 minutes later. This is not a big deal, but it seems that they always get busy when I come to get my car!

Steve

 

Everytime I go, there is a huge line. There I wait for 10 mins to be called to my service advisor. From there, I wait another 15-20 mins for a loaner. If its a oil change or something small, I've averaged around 25-30 mins waiting time...

 

I always schedule an early morning drop off - 7:00 or 7:30 and have never had a problem - usually 10-15 minutes. The SA folks are quick and very attentive. Service has been consistently good - even at the rental car section. The folks from Enterprise are tops - they drive the car up front, walk me through it, usually round down the gas gauge reading, and the cars are always in top shape!

Last time I was in I saw the guy from Dent Wizard and mentioned to the SA that I have a small dent in the hood - she jumps up, called him over, we walked to the car, he said sure - done deal - the service is really very good!

Waiting room, if I need it, is great - coffee, pastries, work areas, plasma screen TV - all in all a great experience.

 

Okay, I'm starting to wonder if the service varies depending on whether you're in southern California or not. All of the people so far that have commented on great service have all been from outside of So Cal. Could the service be bad over here simply because there are so many cars coming for repair work?

 

I think it depends a lot on the dealership, and the competition. My buddy in Rhode Island had nothing but problems with his service in the Providence area, and didn't have a lot of options for other dealers - that's one reason he dumped the Mercedes.

 

takes a while but nothing excessive, renting the car usually takes the longest especially if there's a long line

 

My first service yesterday

Parked the car outside
Walked in to the counter (20 sec)
When the SA saw me approaching, he had the car to the loaner ready when I reached him
Said "hi", took the key, and walked out (20 sec.)
40 sec. after arrival, left in a brand new M-Class loaner

Small country, small town......

 

Brian try going to manhattan beach one, some of the people over at the torrance location got transfered there and people at the manhattan beach one are really nice........torrance location sucks downs down, wasn't like that before...........

 

Different car (BMW)...service has been great, greeted immediately upon arrival, they escort me inside, write up order, then to rental desk for complimentary rental, out in 15 minutes total. Niello BMW in Sacramento.....I hope Mercedes Benz of Sacramento is as good when I get my new car. Does anyone have experience with or possibly recommend a good SA at Mercedes Benz in Sacramento?

 

Well, I'm picking my car up tomorrow morning and I think I am going to let my SA know that when MBUSA sends me the feedback card I'm going to be giving them a piece of my mind.

When I was putting something in the rental I found the last guy's invoice slip. His invoice stated "1 Day Rental $51 MB" and mine states "1 Day Rental $31". Does thismean that he was covered for the MB rental without having to pay a BS $10 co-pay? BTW, he brought in a 2002 C240 to check a fluid leak, Asian name, lives in Palos Verdes and probably most importantly has a different SA.

 

UK dealership,
Same here. Last courtesy vehicle was an E-class 200K. This was solely for remedial work, and not a service. The drivers are all retired professional people that are excellent drivers and enjoy looking after your car.

The same routine will apply when the service is due.

John

 

Brian....I have had outstanding service on both E500's I have had. I am in and out without any holdup. Don't always get a MB loaner as I usually try to get there a little after the rush and the few that Enterprise has here are gone.

I do know that some people who have a different SA have had problems. They simply called the Service Manager and requested a different SA. Then when you get a good SA...always schedule through him.

 

That sounds like the Service experience from Hell. I guess they could have wrecked your car, but short of that it seems they did not miss a thing.
The odd thing is that most dealers make more profit from their Service than any other area. You should expect more efficiency from a Honda Dealership much less MB. Find another Dealer. Now! Do not pass Go.
In addition, I would write a letter to the Service Manager and copy the General Mgr. explaining why you were taking your business elsewhere.

 

Well, I went in this morning to pick up my car. The first thing I did was ask to speak with the service manager and voiced my opinions about how unhappy I was with the service. I also showed him my invoice and the other invoice I found in the car and asked why I wasn't offered the same MB rental coverage as he was. He basically had no answers and didn't even attempt to offer anything to mitigate the situation. I told him that I wanted to make sure he knew that I was unsatisfied and that I would be taking my car elsewhere for service.

I go out to pick up my car and there are dirt marks all over the passenger seat, door sill and door! But worst of all was they scratched the wood on the door panel!!! Needless to say I marched straight over to the SM's office and told him what I found. They took the car back and had it cleaned and had the scratch buffed out but this should have never happened in the first place.

I am definitely going to be writing a letter.

Okay breathe in, breathe out...

 

You were a lot calmer than I would have been. My service experience has not been thr greatest either. I went in several weeks ago for a some trans mission leak which they fixed promptly. However hthe pan was soaked and they re-ordered one immediately. One week later I received a phone call to come in for the new pan. After waiting for 2 hours they discovered that the pan did not fit. This is after I approached my SA asking the status on my car. Long story short, the SA said he will re-order the correct one and call me ASAP. Three weeks later no call and no new pan. As for a rental, not even offered. This was my first issue besides ther SBC recall and I'm not pleased. I would have expected beter from MB as this is my first mercedes. Oh well as someone stated before, atleast they didn't wreck my car. BTW, when my car did come back the first time, their were dirt marks everywhere inside.

 

Try going to the house of imports. I took my car in the the first free service plus to fix the same seatbelt chime/light problem. I made an appointment with the service dept on a Monday to bring in the next day. Drove up to the service area, walked into the service advisor's office and started the process right away. Took him about 10 mins to hear and notate the reason for my visit. He asked me if I needed a rental(which was free, you have the option to buy their insurance or not). Was at the service area for no more than 15 mins. Walked over to the enterprise office and was driving off in my c230 in about 10 mins. Total time approximately 25-30 mins. There is a drive difference from the south bay to buena park, but if you're stuck there for so long and getting bad service, it might be worth it.

When you make an appointment with house of imports for service you get a few little perks, including free rental, and car wash. Its kinda nice to when you bring in your car with dirty rims and it comes back to you nice and clean

 

Ditto, except my delivery/pick up guy accepts the tip.

I switched a few years ago from a dealership that was "doing me a favor" by allowing me to buy a car from them, to a dealer that can't do enough for me.

 

Euromotor Cars in Bethesda MD has the worst service department on the planet (or at least my part of it). For my first service I stood around waiting for a service advisor for 45 minutes. There were at least 4 service advisors drinking coffee and bsing. No one could explain to me why any service advisor could not bring me up on the computer and allow me to get my loaner and leave. The people at the dealership from the cashier all the way up were arrogant and nasty. They acted like they were doing you a favor to even talk to you nevermind actually wait on you. I got a call from "customer service" and gave them an earful. But that was after I spoke to the general manager and gave him an earful as well. I have owned a Lexus an Audi and countless Nissans, Acuras, and Hondas, all of these dealerships overall treated me better than this by a factor of 10. Too bad because this service department has really turned me off

I have received a survey from MBUSA. I am afraid if I am honest they will not properly service my car. If I am dishonest and say everything was fine, I accomplish nothing. I guess I am going to have my car serviced elsewhere.

 

I guess MBUSA got enough positive comment cards returned, so that Euro got to open a second MB dealership a few miles up the road in Gaithersburg, MD. If I were you I would send in the card with your complaints highlighted. The dealership needs MBUSA and their CSI (customer service index) determines car allocation etc. They may not like you at Euro, but it seems like they don't like you too much now, anyway. Also, there are other dealers in the area, so you can always shop around for some better service. Good luck !

(PS A little tidbit about Euro Motors is that Mike Jackson, current president of the Florida based AutoNation car dealer group is the ex-president of MBUSA. Jackson got his start working at Euro Motors as a technician.)

 

Morning,
I agree with what you are saying and I wonder if owners are actually accidentally causing the lowering of standards by being afraid of any repercussions when filling in these questionnaires?

John,
A mild morning in Torquay

 

card.

The really unfortunate thing here is that I really like the car.