Ray Catena Motor Car Corp - Service Center

Disgusted I bought my c 300 in rockland county and decided to try the Edison branch for service because it was closer to my house. When I arrived I thought wow I bought my c 300 in rockland county and decided to try the Edison branch for service because it was closer to my house. When I arrived I thought wow nice place they offer lots of beverages and food in their waiting room. When I spoke to the agent he said your car might not be ready today because they needed to order a part. Ok fine no problem I thought. Then I asked can I use a loaner car? Ray Catenas policy is they don't give loaners to people who bought their car from elsewhere, how stupid is that??? You were willing to service my car and I didn't buy it from you! Okay next question well what about a ride home? Response I don't think that's possible you live 40 minutes away and that's too far for my driver!!!! Did I forget to mention I was with my 4 year old daughter!!!! So here comes the kicker !!!!! We have enterprise in the building and you can rent a car from them!!!!!! I had to spend close to 100 dollars because I had no choice. I needed a car I have a child. There was no guarantee the car would be ready in a day . I let them fix my tire and said I want it back! I'm not going to pay anymore for a car rental . I used to own an Audi and went to Bell Audi. The customer service was fantastic!!!!!! Yes even though I didn't buy the Audi from there I was able to use a loaner when my car was being serviced. Disgusted and will never return to Ray catena or consider purchasing there in the future Lauren More

OOPS!!!! I had service done on my Mercedes that required some painting and the color did not match my car . Fred was quick to help me with my problem by taking I had service done on my Mercedes that required some painting and the color did not match my car . Fred was quick to help me with my problem by taking my car back and was willing to repaint the part till it was perfect. However due to my schedule I was unable to wait for the painting to be redone again. Fred was very understanding and felt horrible for the mistake that was made. The paint was a few shades lighter than my car I understand it's difficult to match the paint perfectly. I'm moving to Florida and will be back up in September to have it repainted. Fred made good on the mistake that wasn't his fault !!! Fred is a very good asset to Mercedes Benz.. . People like Fred are the reason I keep coming back to Mercedes Benz of Edison . Thank You once again Fred!! More

I've had the opportunity of visiting Ray Catena Mercedes Benz, Edison service center for quite a while now. Ms. Linda Farrell makes you feel special. She greets and welcomes you quickly and offers Mercedes Benz, Edison service center for quite a while now. Ms. Linda Farrell makes you feel special. She greets and welcomes you quickly and offers some refreshment. She is polite, courteous and friendly. Over the years, I kept observing her selfless dedication with inner love, naturally manifesting her true divine affection in her daily service. Good job! Keep it up. Thanks Linda, you are an angel to many customers who flock into this company's service center daily to service their vehicles. More

My key issue here is the service center's unfriendly and rude behavior. My car buy experience was very good but my experience with the service center has been extremely unpleasant. To start with, I call and rude behavior. My car buy experience was very good but my experience with the service center has been extremely unpleasant. To start with, I call the service center and a feminine voice from someone named Douglas answers the phone. This guy/gal has no business being on the phone and talking in a robotic manner which is very insulting. He cuts me off abruptly while I am talking. He transfers the call abruptly while I am talking with no regards to the person on the other line. How can this guy keep his job despite being so horrible and hopeless is beyond me. Next the service advisers and only slightly better. The way they talk with a customer makes you feel as if they are doing you a huge favor. On every occasion I call them, the call gets transferred to their VM. When I leave them a VM asking them to call me back, the call is never returned. My local Nissan dealer's service center is 100 times better than Ray Catena Mercedes. At least they treat me as a human being. Otherwise I have no complaints about the service work on the car being done here. But treatment is equally important which is hopelessly lacking. More

I have dealt with Ray Catena for both service and parts for my S 500 Mercedes and I'm always very impressed with their responsiveness, professionalism and reasonableness. Adam is a superb service advisor b for my S 500 Mercedes and I'm always very impressed with their responsiveness, professionalism and reasonableness. Adam is a superb service advisor both from his knowledge, attentiveness and ability to work with you on the most immediate problems versus long term problems.The lady who serves as a floor receptionist that welcomes customers is outstanding. I'll always go to Ray for my car needs and enjoy the excellent service and atmosphere. More

My S550 was scheduled for service due to a recall. They emailed me twice to confirm the appointment and stated if I was not able to make it there on time or needed to reschedule to call them. I arrived on emailed me twice to confirm the appointment and stated if I was not able to make it there on time or needed to reschedule to call them. I arrived on time only to be told they were out of stock on the part. Absolutely unacceptable. More

Having bad experience with Ray Catena. After flushing brake fluid system on my car lost the lug nuts and tire on the highway. Catera not responsive at all. Not good for customer service.stay away from RA brake fluid system on my car lost the lug nuts and tire on the highway. Catera not responsive at all. Not good for customer service.stay away from RAY CATENA NJ!!!!!!! More

I love,love,love MBE, Very friendly and execellent customer service! I always had the best wait times and very comfortable set-up. Technicians very knoweledgable customer service! I always had the best wait times and very comfortable set-up. Technicians very knoweledgable More

Today was my very first dealership service experience. I am extremely sad to have to say it was very disappointing. Let me first start out by saying that Ray Catena other staff are very accommodating a am extremely sad to have to say it was very disappointing. Let me first start out by saying that Ray Catena other staff are very accommodating and treated me very well. There was a women who was making sure all Ray Catena, service customers were getting coffee, something to drink or eat. She (i wish i knew her name) did a fantastic job at making sure service customers in waiting were happy. Ray Catena, service area is awesome, free WiFi, plenty of food and drinks. Now what ruined my service experience. Glen Gaito who is the service manager, the top dog treated me more like a dog then a person. Here is my story. I brought in today my brand new 2012 C300 purchased from Ray Catena less then 2 months ago, with 1,500 miles on it. The reason I brought my car in for service was because I had a blow out on my left front tire. I did not hit anything, nor did anything hit me. The road side Mercedes Benz person from Contemporary that came out to help me the night this happened told me it looks like a defective tire. There was no damage to the rim or any bubbles in the tire. The tire had blown out along the beaded seam right above the rim. When I explained this to Mr. Glen Gaito he only really cared if I purchased a $700 Mercedes Benz Tire Protection Plan. I explained to Mr. Glen Gaito that I did not and it really should not make a difference to fixing this problem for me. Mr. Gaito told me but he could only as a one time courtesy give me 50% off the tire he sells very marked up for $300. And told me it would cost me $150. When I told Mr. Gaito he was not doing anything for me, charging me $150 for a tire that I already got a price on at Costco in Marlboro NJ for $190.99 and $15 to put it on my car. Costco in Marlboro sells and has in stock the very same exact tire. Mr. Gaito also told me that Costco does not sell the same tire. Well Mr. Gaito you are completely incorrect. I even visited Costco after I left your service place today and viably saw the same exact model # tire word for word. I also told Mr. Gaito that I already called Michelin tire company and opened up a case with their warranty dept. Mr. Gaito was extremely rude to me told me to go then get my new tire at Costco and said he will put my blown out tire back in my vehicle's trunk and send me on my way. WOW. This is Ray Catena service manager. Wow what does my service future look like. Mr. Gaito must be a close Ray Catena family member for him to treat a customer this way and get away with it. I am sure I am not the first. But maybe the first with a big mouth. So I told Mr. Gaito that I want him to take pictures of my blown out tire and send it to Michelin so they can make a call on it being defective. I also informed Mr. Gaito that I got in the mail yesterday my 10 page dealership survey and I will be sure to comment on my service experience today that has so far been not so fine and dandy. My service expectations have been hardly met. Rude service manager, that should have taken better care of a new and first time service customer in his shop. I was not asking him to replace my car, just replace a defective tire. Mr. Gaito, came back at me with why because you are not getting something for free. You are going to hold a dealership survey over my head. I said to Mr. Gaito no because you are treating me very poorly and should have just put a new tire on my less then two month old car and sent me on my way. Case closed. While Mr Gaito was playing in his very huge office, I contacted Michelin tire company and explained what was going on at Ray Catena Mercedes Benz of Edison. The representative from Michelin told me to put Mr. Gaito on the phone and they will handle this problem for me. Michelin Tire Co. obviously knows the proper way to treat a customer and tole Mr. Gaito they will pay for my tire. Mr. Gaito has obviously never handled any tire warranty problems from seeing what happened next. He had no knowledge of how Michelin was going to pay for this tire or the form that needs to be sent to them for payment. He called someone from the parts department while putting Michelin on a long hold. Mr. Gaito aren't you the service manager? People are suppose to call you for help. Mr. Gaito you are the service manager. You obviously have not been trained well. I hope your married to one of Ray Catana daughters or something because you are horrible at doing your job. Mr. Gaito also ripped up my $25 off coupon voucher that I was given by the road side service person. Even though I did not need to use it, since Michelin was picking up the tab, it was my property and you did not have a right to rip it up. You should have properly given it back to me. It was good and valid for 30 days. Now to end this story the Michelin phone call was ended at 10:43am. Mr. Gaito should have had the new tire put on my vehicle and sent me on my way. I did not get out of this dealership until 12:15. The reason being is Mr. Gaito was more concerned with processing the paperwork to Michelin then getting his customer out the door and on his way. When Mr. Gaito finally came out with my paperwork, I asked why I waited another 1hr and 30min to put a tire on my car. What took so long? Mr. Gaito told me he was waiting to get the paperwork processed by Michelin. Mr. Gaito you could have spent the whole day in your huge office playing with the Michelin paperwork. I should have been your first priority. Take care of me your customer and worry about the Michelin paperwork later. Wow, this is the worst service manager I have ever met. Chip on his shoulder and told me he is the top dog and no one else can override him. Well guess what Mr. Gaito, Michelin did override you because they know the proper way to treat a customer. Looks like I might have given the wrong dealership my business. Well I hope my review at least is read by others making a decision in buying a new vehicle from Ray Catena in Edison. Sales is just one part of buying a car. IF you are going to be treated poorly in service then your better off giving your business somewhere else. More

She is a very nice person. She called me to let me know that the dealership was short of service associates on that saturday, november 12 2011. So she asked if i would consider coming back on weekdays for that the dealership was short of service associates on that saturday, november 12 2011. So she asked if i would consider coming back on weekdays for my service and I will get a loaner car.i told her I would call her back and let her know. Beforre I returned her phone call, she called me back and said it was ok to come on saturday as it was primarily planned! That is good customer service. Thanks michelle. More