Not happy with my dealer this morning...
Thread Starter
Senior Member
Joined: Aug 2011
Posts: 370
Likes: 27
From: Canada
2016 GLE 350d
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.
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.
MBWorld Fanatic!
Joined: Aug 2013
Posts: 1,267
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From: Alberta, Canada
'18 GLE63S AMG /'19 PORSCHE TURBO S / '09 CORVETTE ZR1 /'14 LEXUS RX350/'16 RAV4 Ltd
Disappointing ain't it ? Why don't you check your filters...it's actually fairly easy...( I know..one shouldn't have to)
Thread Starter
Senior Member
Joined: Aug 2011
Posts: 370
Likes: 27
From: Canada
2016 GLE 350d
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.
Super Member
Joined: Jul 2012
Posts: 513
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From: SoCal
13ML BT
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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Joined: Mar 2011
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From: NYC / LI
2013 CTS-V, 2017 Audi Q7 / Past MB's: 2011 ML350 & 2012 ML350
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Thread Starter
Senior Member
Joined: Aug 2011
Posts: 370
Likes: 27
From: Canada
2016 GLE 350d
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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Member
Joined: Nov 2013
Posts: 114
Likes: 2
2014 MB ML63 AMG
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.
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.
Thread Starter
Senior Member
Joined: Aug 2011
Posts: 370
Likes: 27
From: Canada
2016 GLE 350d
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.
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.
Super Member
Joined: Mar 2012
Posts: 619
Likes: 34
From: East part of Texas
2017 CLS550
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.
Super Member
Joined: Feb 2012
Posts: 961
Likes: 240
From: Canada
2019 E63s
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 love2build@me.com
Oren
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 love2build@me.com
Oren
Thread Starter
Senior Member
Joined: Aug 2011
Posts: 370
Likes: 27
From: Canada
2016 GLE 350d
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.
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.
MBWorld Fanatic!
Joined: Aug 2013
Posts: 1,267
Likes: 56
From: Alberta, Canada
'18 GLE63S AMG /'19 PORSCHE TURBO S / '09 CORVETTE ZR1 /'14 LEXUS RX350/'16 RAV4 Ltd
Must have been tough for them to walk around the shop with their pants down 
j/k..glad it worked out for you
j/k..glad it worked out for you
