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Not happy with my dealer this morning...

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Not happy with my dealer this morning...

 
Old 02-21-2014, 07:40 AM
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Not happy with my dealer this morning...

After a $711 bill yesterday for Service B, I had a look at my wheels this morning and realized that my wheels were not rotated yesterday despite them telling me this would be done.

I only know because there is a small mark on the front drivers side tire that I am very aware of every time I hand wash my ML and its still in the same damn spot this morning.

So its not the end of the world but when the worlds best car brand and a massive high end dealership does this, it makes me wonder what else did they not do? Was my oil actually changed? Did I get the expensive new cabin air filters I paid for? I'm driving several thousand miles next month and would prefer to not worry about my vehicle.

The service manager will be hearing from me this morning.
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Old 02-21-2014, 02:34 PM
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Disappointing ain't it ? Why don't you check your filters...it's actually fairly easy...( I know..one shouldn't have to)
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Old 02-24-2014, 02:28 PM
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UPDATE: Service Manager called me very apologetic. He has credited me back the entire cost of the service vist, $711. I am pretty happy with him for seeing it as I did.
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Old 02-24-2014, 02:32 PM
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Wow..that's..crazy
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Old 02-24-2014, 06:57 PM
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Originally Posted by 2012MLBlue View Post
UPDATE: Service Manager called me very apologetic. He has credited me back the entire cost of the service vist, $711. I am pretty happy with him for seeing it as I did.
Sounds like a dealership run by a smart business person. We all make mistakes but he made it right and likely kept a lot of money coming in from repeat business and referrals.
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Old 02-25-2014, 11:58 AM
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Originally Posted by 2012MLBlue View Post
UPDATE: Service Manager called me very apologetic. He has credited me back the entire cost of the service vist, $711. I am pretty happy with him for seeing it as I did.
WOW, good for you.. I would have been shocked if they credited you half the amount.. But to credit you the full $711 that is great.
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Old 02-25-2014, 11:22 PM
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Glad they took care of you... By chance is this a large dealership in Suffolk county? My dealership is excellent and I could see them dealing with the issue in that manner.
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Old 02-27-2014, 03:13 PM
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So I am in at another local dealer right now getting my wheels rotated. Tech said these wheels have never been off since new (two lug nuts were seized on and had to be replaced). I had him pull the two air filters that were supposedly replaced and while the cheaper cabin air filter had been replaced, the expensive engine air filter I paid for had not. He is now replacing it and giving me the dirty one. I am going to put a call into the dealer GM tomorrow to let him know he is lucky I am not having them charged with fraud. Not rotating my wheels is one thing but charging me $95 for an air filter and not really replacing it is just confirmation this was a pretty brutal **** up.
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Old 02-27-2014, 03:34 PM
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Wow..now this is disappointing
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Old 02-27-2014, 04:33 PM
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Uh someone needs to get fired. I don't necessarily mean the service manager but definitely the tech!
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Old 02-27-2014, 04:40 PM
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I'd be checking for a new oil filter...and tech may have simply done as instructed.
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Old 02-27-2014, 04:44 PM
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I'm going back in early next week for new oil and filter. Don't believe for a second either was replaced.
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Old 02-27-2014, 04:56 PM
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No service manager in his right mind would ever instruct the tech to not replace filters whether air or oil. All those parts are inventoried and parts and service department heads regularly meet to make sure all numbers are in line. Sounds to me like the tech did not do his job, maybe he passed over your ML altogether and just figured how would you ever know if it was done or not.
In the end you were refunded the whole service for the reason of they figured out the tech did not do his job. There is no excuse for someone not doing their job!

Sorry this was your experience and I hope it works out better for you in the future. I would start looking at options of other service centers in your area.
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Old 02-27-2014, 04:59 PM
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Originally Posted by ChrisMclass View Post
No service manager in his right mind would ever instruct the tech to not replace filters whether air or oil. All those parts are inventoried and parts and service department heads regularly meet to make sure all numbers are in line. Sounds to me like the tech did not do his job, maybe he passed over your ML altogether and just figured how would you ever know if it was done or not.
In the end you were refunded the whole service for the reason of they figured out the tech did not do his job. There is no excuse for someone not doing their job!

Sorry this was your experience and I hope it works out better for you in the future. I would start looking at options of other service centers in your area.
I agree that it was a lazy or disgruntled tech and not likely to be at the direction of a Manager. Its disappointing as I love(d) this dealership until this experience. Now I have a big fat credit with them that I may just use up on detailing services or something other than important servicing.
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Old 02-27-2014, 05:36 PM
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What a shame! I have always taken it for granted that my Mercedes dealer did what he said he would do - and I think he has. But now I have reason to wonder. Although this appears to be an isolated case, it looks like from now on the prudent thing to do is to police the service and repairs myself and verify all the things I have paid for. We have now been reduced to this and that is the real shame.
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Old 02-27-2014, 09:02 PM
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im in toronto

2012,

I've made the rotation through 4 dealers in the GTA. I can't seem to PM you, but id like to discuss this with you. Im pretty sure I have a solution to your problem.

my email is [email protected]

Oren
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Old 02-28-2014, 02:51 PM
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Ok went in for the final chapter today. Service Manager greeted me, apologized again. Went and got the head tech who I had met before, very good guy. Quickly changed oil and filter but did confirm that it HAD been changed last week (guess he could tell by the cleanliness of the oil filter and perhaps by the colour of the oil as it drained).

No charge plus and another credit to comp the bill I had to pay at the competing dealer yesterday. Also got confirmation any time I come back I will now get the head tech only.

I'm happy.
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Old 02-28-2014, 03:10 PM
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Must have been tough for them to walk around the shop with their pants down j/k..glad it worked out for you
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