Mercedes-Benz of Denver

Mercedes review: I purchased my second car in less than 3 months from Mercedes of Denver on April 17, 2024 and have waited 3 months to post a review because I wanted to believe that when my sales pers than 3 months from Mercedes of Denver on April 17, 2024 and have waited 3 months to post a review because I wanted to believe that when my sales person and the finance manger said repeatedly that “I got you” and “we will figure this out” and lastly all of the warranty items that I inadvertently agreed to and then within 1.5 hours of leaving the dealership texted and called to cancel “would be taken care of, it’s all reversible, it’s all cancelable (nearly $12k), is totally refundable”. Before I bought my first car at the Mercedes of Denver dealership I had not bought a car from a brick and mortar dealership in many years. I had purchased all of my cars (5 teslas) online, taken care of everything via app, and had little to no interaction with a live person and it was seamless and transparent. When I decided to trade my Tesla for a 2023 EQS 450 SUV in January of 2024 my dealings with Mercedes of Denver were lovely and it restored my faith in a traditional dealership experience. I felt like my sales person was a new found friend, and the finance manager had our back. I even sent my dear friend to buy her GLS 450 from “my guy” at the dealership. She had a lovely experience. I wend back April 17, 2024 and traded the 2023 EQS and my other Tesla model X for the 2024 EQS 450 SUV and it the transaction seemed like it was going to go in the same positive direction as the previous. This time I didn’t bring my husband and did the deal myself saying that whatever my husband agreed to on the 2023 ESQ warranty would be fine for the 2024. I got to the end of marathon worthy e-contract to find that my contract price was almost $12,000 more than we had agreed on during the trade discussions. It was explained to me that these were the warranties that were the same as what my husband had agreed on three months prior for the 2023, I figured ok. I hugged the finance guy, and my sweet sales person and went home. I live about an hour and a half away and by the time I got home and talked to my husband I knew I had made a mistake in blindly agreeing to these warranty items and called and texted to have it canceled. I even said I’d turn around and come back to resign everything and was told “ not a problem, you don’t need to come back and resign we will take care of it”. I believed these people, I felt like they without a doubt take care of everything and the $12,000 would be taken off my contract. After 7 weeks I can tell you that not only was I not taken care of I truly believe that the dealership intentionally and with full knowledge submitted the paperwork WITHOUT amending the contract for their own financial gain/bonus. We’ve even been in contact with the General Manager Emily Caldwell. It took her five days to reach out and has not resolved anything, she has however made excuses and empty promises of a resolution. In these last 3 months my husband and I have gone from being part of the MB of Denver family to basically pleading for this dealership to make good on reversing these “fully refundable” charges. To date we have gotten $4972 back along with endless lies and excuses. Listen, still being due $6149 sucks but what really upsets me is that feeling like I was duped. I bought my sales person and finance manager lunch. We had a friendly relationship, I felt like I could trust these people and defended these people when my husband would recall all of the none/ vague responses and unanswered calls and emails. I trusted that they “got me”. It actually hurts my heart that after the supposed relationship we had formed that these people did not have my back, did not make it right, did not figure this warranty stuff out that day, or the next or even in the same week. The loss of money sucks but the lack of human decency component, that really breaks my heart. I would have gone back to Mercedes Benz of Denver and bought my daughter her first car from there. I thought that was the relationship More