It seems my little brother has been taking his C32 there for service since warranty is about to expire and they do not want to perform service on his car. The General Manager simply screamed at him in front of customers and humiliated him to top it off, basically kicked him out of the dealer. He is pissed and supposedly his car is a CPO. Does any one know what actions one can take to prove this guy wrong? I simply will not take my car there any longer; they have been scratched off my list. Any input is appreciated.

 

I would take this issue up with the owner of the $tealership.If I didn't receive satisfaction I would call Mercedes Benz and ask for the name & phone # of the regional manager and have him address the issue.

One other thing, start a log now with names and times so none of the facts can be disputed.

 

That is so far over the top.

I would call Montvale for sure and at least see what happens.

Mercedes Benz USA

One Mercedes Drive; P.O. Box 350
Montvale, New Jersey 07645
Tel: 201-573-0600



http://www.mbusa.com/cda/aboutus/jsp...ge=our_company

 

Thanks Guys, I will call MBUSA and see what happens.

 

Keep us posted.I am curious to see how this plays out.

 

Why did the service manager get angry and yell? Is there a problem or a conflict they're arguing about?

 

no - I am sure that they do that to random customers all the time.

Customer: Good afternoon, I'd like to have my car serviced because it's developed an oil leak.

Service Manager (screaming): Get the &%$@ out of here you cretin. WTF do you think we do hear, fix things? Be gone!

It's not just Mercedes - I've seen it done at Audi, Porsche and even the local Rolls dealer, although they end it with "my good chap".

Perhaps there is a little more to this story?

 

I find it hard to believe the GM would do that for no reason whatsoever. What are you not telling us ? Perhaps the car has been highly modified and a warranty claim was denied ?

 

Crazy...do keep us posted

 

Please tell us "the rest of the story". As in, what led up to the confrontation? If the GM flew off the handle at a regular customer with absolutely no provocation per your description, he must be a mental case. It is impossible to make any sense out of insanity.

 

was it the service manager, or the general manager? theres a big difference between the two. if it was the service manager, then go to his boss (general manager). if it was the general manager, then go to his boss (corporate).
were they denying a warranty claim? if it was over a warrantable failure, then a copy of his contract will prove that his claim is valid. does he have a copy of his service contract?

 

dig up your parerwork that specifies your expiration of warranty on your brother's car. the paperwork should be cut and dry as far as what the dealership's obligations are. unless your brother has modded the car to negate the service, you should be able to rectify the situation. like previously mentioned, there is a big differnce between GM and service manager, make sure the GM is aware of your situation. if its the GM thats being the *****, you're going to have to go to someone higher in the chain. good luck.

 

We need a lot more detail here before anyone makes a conclusion. The OP left everything hanging, including info on the warranty and what exactly transpired between his brother and the SA

 

something's missing from the story.

 

I like how some of the imagination goes to work,...

Sorry my mistake it was not the SA, it is the General Manager.

Well nothing hidden here, the General manager is just a plain old......" I will leave it at that. My brother car is not modified at all. Stock to the air filters.

He bought the car used from Lakeview mercedes. But to our surprise it has nicks and nacks that need to be worked out. He has gone back and forth to the dealer at least 4 times within a month. Everytime something pops up he is there. The car has 55k+ miles and warranty will run out in a few months.

My little brother is only 21 years old and this is his frist AMG, nothing wrong with him fighting for his rights, specially when his car is a CPO. He might be a bit nervous since he is **** about his cars.

The claims the General Manager is making is:

1. He has visited them too much in a period of time.- of course he should , I would visit them 50 times if I had the time too.

2. He used to work for that dealer in the parts dept.- so he knows many of the techs. He does not want to treat him as a customer, I guess he still sees him as an employee.

3. If you sell me a used car, I expect it to be in decent shape, which it is, but I will sure as hell try to make sure I get everything fixed as soon as possible before warranty runs out.

4. This is a funny one- He told him to go back to where he bought the car!!, "they are the ones that should be fixing his problems", unfortunately they are 30-40 Miles away from his home (lakeview), Silver star is only 8-10 miles away, It doesn't matter if the car came from hell land, WTF!! Isn't it a CPO mercedes?

I clearly see where they don't want to spend time fixing things that would not produce money for them. He went in because his alternator light keeps coming on under WOT. He also went in because his instrument cluster was defective. I doubt MBusa will make anything about it, but I definitely will voice my opinion.

Thanks CH for sticking with it!..

 

Now that you explain it properly with a little background on the situation it makes sense. Sounds to me like the GM needs his teeth knocked out...Or, a call to MBUSA should take care of the problem. That is of course if the warranty items are covered under the CPO terms.

 

i didnt know there was a limit on how many times you could take your car in...

 

Neither did I....I will personally pay them a visit on monday. From what the other SA's tell me he is very arrogant and tends to yell at them too...

 

i would, and definitely notify MBUSA of this problem.

 

if Silverstar is closer, then go there...any mercedes dealership will honor the warranty claim if his car is a Mercedes CPO. is your brother asking his tech buddies to perfrom "under the table" type work in conjunction with his claims?
if not, then the GM needs to retire and MBUSA should be notified of his customer service practices.

 

Yelling at employees is one thing....yelling at a customer is a whole diferent ballgame. I'd go in there and get in his face. Make sure you have someone videotape it so you have evidence and then threaten a lawsuit.

 

Nope, nothing under the table, He is a young kid, so he thought he could ge away with it. I will waste every breath I can to get my point accross. It is not right.

 

Don't waste anymore precious time. Your brother already got an "unacceptable/unprofessional" answer from the GM.

Get on the phone to Corporate and get this thing documented very well.

It's really a shame to hear of stories like this. Good luck.

 

I had this same kind of treatment with a Saab 9-5 aero in 2000. I finally got the service manager "moved" after I called his voice mail and let him have it-- then he called mine and let me have it!

 

did u check the rear tires lub u, had to take a jab time for exhaust stop slacking