3/20/19 Update: Received the generic PR response from the dealership that's very much the same for all other negative reviews. That does not show me that you "care about all our customers and wish to restore your good faith in our dealership". I've already stated my honest and objective experience here. What is your GM going to be proposing? Is there an investigation opened for the issue reported? Was the individual involved talked to? Is there any proposed solutions to remedy the issue? I do not see any concrete actionable items been proposed at all, so why would I spend even more time to discuss with you for your benefit? This issue was escalated to both AutoNation and Mecedes-USA, and they also promised to "look into" the issue, so we'll see what will come of it. Original review: WOW, NOT the kind of experience I’d expect from a Luxury car dealership. I don’t write reviews often, but this is something other people who shops Mercedes need to be aware of. When we first entered the dealership, it took a little while for the reception to locate the car sales person we had initially setup contact with, Bernard, who did overall a good job with our Mercedes experience in this particular dealership. But when we were first greeted at the car lot with Bernard, however, he introduced this other gentleman named Jiband(or something in that effect) to help him show us the cars around, no problem, but that’s where it’s going downhill really fast!! Obviously completely inexperienced and don’t have a single sense of customer service, he asked us which cars we were interested in. When we told him the couple models that we were thinking of, he wanted a specific model, trim, color and such and getting his facts completely wrong on how these cars are being leased vs. being financed. And not even showing a slightest interest in showing us the cars we were interested in, he interrogated us on picking a specific model and getting down to our budget…Well, sales 101 for ya, you gotta get your client to like a product before you talk about these things… Now getting to the test drive part… again, he tried to pressure us into picking only one car to test drive, and again, this whole trip (all 10 minutes of it), didn’t show a slightest interest in getting us like the car, being on his phone most of the time, didn’t give clear directions, and getting combative when questioned on him being more clear when giving directions. Worst of all, with the whole test drive being the shortest test drive for any cars I’ve ever bought(basically get on the immediately off the highway), when my wife finished her turn to test the car, and when I took over the driver seat, he was leading us directly back to the dealership, like 300 yards away. How are you getting your clients to like a car in 300 yards?? And after we get back, he needed to ask “permission” from someone to have us drive another car… Thank goddess Bernard took over for the second test drive… Worst car salesman I’ve ever experienced in my life, and I bought quite a few cars… The cars themselves are not bad, and from the first look the leasing and financing options are fair. Bernard on the other hand, was pretty helpful for the rest of the experience. I’d expect much higher level of customer service and experience from a Luxury brand like Mercedes, certainly a huge disappointment for us, and not sure if we will spend our money in this dealership. So here it is, you’re warned.
Chao Shen
Apr 2, 2019
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