Mercedes-Benz of Easton

Although the sales experience was good for the most part, I’m amazed how horrible the Germain service experience has become. After purchasing a Mercedes GLC350 in April, I’ve had a few service experiences I’m amazed how horrible the Germain service experience has become. After purchasing a Mercedes GLC350 in April, I’ve had a few service experiences that have left me in shock (much different than the experience I had years ago with Germain Cadillac). Issue #1: After noticing a blur on the display from the front camera (which could not be wiped off), I called to schedule an appointment which took a little over a week. I get there and they determine I have a chip in the camera. The sales advisor (Joe Struewing) was extremely arrogant/rude but ordered a new camera and schedule an appointment for me to bring my car back to repair it. No loaners available for a month so I had to arrange to leave the car there. On the day of the appointment, Joe came to my car and informed me that they were unwilling to cover the cost as the vehicle was not damaged when it left and told me to either pay out of pocket or submit it to my insurance. I pushed back and informed him that it was impossible to have happened after I purchased it and asked why I wasn’t notified of the cost when they looked at the car instead of when I was dropping it off. It seemed as though he tried to bully me into paying for it as he spent a good amount of time is “talking to individuals.” This provided me with enough time to remember I took photos of the car before leaving with it and upon reviewing them, noted the crack in the camera. After presenting this to him after he came back and told me my only options were to pay for it, he said he would go discuss it with “them” again. He came back 10 minutes later to tell me everyone was now in a meeting and it would likely be several hours and they could call me. I refused and waited - 45 minutes later, he came back and told me they agreed to cover the cost. Issue #2: The car didn’t come with a control module due to the chip shortage so it was to be retrofitted later. I received notification that it was available and scheduled an appointment to have it installed (ended up being 1 month out). I again had to drop the car off because it would have been 2.5 months out if I needed a loaner. I check in to drop the car off and get a call later from Joe telling me that my car will not be ready as they didn’t have all the parts. Upon arrival, I was escorted to the front service desk to schedule an appointment for the following week (without a loaner) and the gentleman and female working there were extremely rude. Sure, they offer you a free Lyft to take you where you somewhere, but when you travel between sites for work, taking someone 1 place doesn’t really help. Issue #3: Today (7/22/2022), I call as the WiFi and wireless charging are not working. The lady who answered (Kesha) was extremely rude/incompetent. I had to repeat the issue multiple times as she either wasn’t fully listening to what I was saying or making an attempt to multitask. Once she finally got the problem, she said she spoke to someone and started asking questions to troubleshoot which I was answering in a clear manner, she then started trying to tell me about why she was asking me the questions as though I wasn’t giving her answers and said that she could just schedule me. In an attempt to avoid confrontation, I agreed and while going through the scheduling process, she initially told me the soonest appointment with a loaner was in September. Moments later, she then changed it to October. My experience with Germain (Cadillac) was always top notch and I have always pointed individuals toward Germain based on that experience. I can honestly say, I’ve never received such poor/unprofessional service in my life. I even received better customer service from CarMax when I took my trade-in there to sell after Germain tried to lowball me. It makes me wonder if the Cadillac side has also gone downhill. I initially thought perhaps it’s just poor service in the Mercedes department, but I find it hard to believe someone would allow 2 departments under the same umbrella to run so differently. More