Mercedes-Benz of Foothill Ranch

The short story: My wife brought our GLS 450 in because of sudden grinding on one side. It had 30,000 miles on it. She was told by Isaac Lam that normal wear and tear isn't covered under warranty- only mec of sudden grinding on one side. It had 30,000 miles on it. She was told by Isaac Lam that normal wear and tear isn't covered under warranty- only mechanical failures that would lead to things such as one brake pad wearing out prematurely. We were then told all brakes were worn and needed replacing. We felt something was off and had another professional look at it. One rear brake pad was worn through completely while all others were at 80%. Really shady. Photos attached. They treat you like royalty when selling you a car, but lie and ghost you once they've made the sale. We expected more. We reached out to Isaac Lam who told my wife "not to hesitate if there was anything else he could do" and never heard back. Two emails have gone out to GM Edward Hwang and General Sales Manager Kekoa Dapitan with zero response. The long Story: We bought our GLS 450 in November 2020 as a Certified Pre-Owned car. The vehicle had 11,000 miles on it. We were encouraged to buy a CPO car because of the many benefits that were supposed to come along with it like a warranty and the added reassurance that the car was in great mechanical condition. While on a road trip this summer, the rear driver's side brake suddenly started grinding. At this point, the car had 29,000 miles on it. I was concerned because it was coming from just one wheel, the rear, which in my experience doesn't wear out the fastest. Because of the warranty we received from Mercedes, and because we purchased the car from Mercedes-Benz of Foothill Ranch, we brought the car in to get the brakes evaluated at that location. Having replaced several brakes on other vehicles I've owned, I had an idea of what was happening. My wife brought the car up to that location for an evaluation. The report states, "Client states there is a metallic grinding noise when applying the brakes. Client requests a courtesy brake inspection. Inspected brakes, found front brake pads #4mm. Rear brakes worn to metal to metal contact. Recommend to replace rear brake pads and rotors, front brake pads. Customer declined replace front and rear brakes." My wife called me from the dealership to tell me that nothing was covered under warranty because it was all "normal wear and tear". I was upset to hear this because I don't think there is anything "normal" about only one being worn down to the metal while the others didn't make a noise. I was directed to call Russ Ellis, the used car manager. I explained to him that I didn't agree with service, and that things didn't add up. I was very frustrated about how things were handled but he didn't seem to care. We were given several pictures of the worn out tires that have a 50,000 mile rating, that we were told also needed to be replaced at 30,000, but no photos of the brakes or pads. He continued to talk over me, and that nothing is covered under warranty. There was an excuse for every possible scenario. Because of how we were treated, we had another business replace the rear rotors and all brake pads. When they took the driver side rear wheel off, they immediately noticed where the metal pad was wearing on the inside of the rotor. The technician was concerned because all of the other pads had 80% life left in them. He stated that the caliper was likely sticking or the pad could have been defective and delaminated. Because we needed the car right away, we had them finish the job. I'm not sure where things went wrong. Either the service technician didn't take the wheel off to see what was happening and made up a diagnosis, or he looked, and blatantly misdiagnosed what the problem was. Either way, they were negligent, and this repair work should have been covered under warranty. It's really disappointing to see the lengths that were gone to to preserve the dealership's bottom line and not cover a defect. It's ironic that my wife was told the "only way something would be covered under warranty was if there was a mechanical fault that then caused one side to wear out prematurely, etc.,," and conveniently, it wasn't that (even though it definitely looks to be what happened). I would not expect normal wear and tear to be serviced under warranty, but we now have direct evidence that proves that the dealership was dishonest in diagnosing the problem to ensure that they would be paid for the service. It makes me angry to think that she could have easily paid for this service in trusting what she was told. I expected so much more from a Mercedes dealership that claims to be all about exceptional customer experiences. Isaac told my wife not to hesitate to reach out if there was anything that he could do to help us along the way. She called and left a voicemail weeks ago and received no response. We should be able to trust you and we have been really disappointed that they would do business this way. I hoped to resolved this together, but that's clearly not their intention. More

Ash is awesome! I have been his customer since 2020. He is definitely the best sales person. He keeps up to date and he knows very well what I want. The sales proces I have been his customer since 2020. He is definitely the best sales person. He keeps up to date and he knows very well what I want. The sales process was always quick and easy. Excellent dealership! More

Finally had my chip that was like so many others held up in shipping and or shortages. Of course it just so happened that the chip took twice to install. Seems to be working so far. The other update had to in shipping and or shortages. Of course it just so happened that the chip took twice to install. Seems to be working so far. The other update had to do with the charging phone system also working fine so far however it doesn’t display saying it’s charging on the screen anymore. All in all with constant updates from Henry my service rep as well as service personnel the appointment went very well. More

Ashton and Kevin are Dream Team ! Best Mercedes’ dealer in Orange County ! Always give you the ROYALTY Service !! Best Mercedes’ dealer in Orange County ! Always give you the ROYALTY Service !! More

I was very pleased with my Service Writer, Henry Eiring, and the Foothill Ranch Mercedes Benz service department. Henry was very pleasant and attentive to my car’s needs. Henry and the service department and the Foothill Ranch Mercedes Benz service department. Henry was very pleasant and attentive to my car’s needs. Henry and the service department deserved 5 stars today. More

My A220 brake rotors became warped at less than 20,000 miles. The steering column and brake pedal vibrate badly during normal city driving. As my car was practically still very new, I assumed the repair s miles. The steering column and brake pedal vibrate badly during normal city driving. As my car was practically still very new, I assumed the repair should be covered under warranty. To my surprise, MB foothill ranch told me that it is considered normal wear and tear and wanted to charge me thousands to fix it. Unbelievable! I’ve never owned a car where the break rotors warped so soon. I thought Mercedes Benz vehicles were supposed to be high quality! Apparently not, as this indicates they use cheap materials. I was a big fan of Mercedes, but not anymore. They treat you wonderfully when you buy the car, but then screw your over with costly early repairs that should be covered under warranty. I will never buy another Mercedes again! They still haven’t fixed another transmission shifting problem that has been happening since I bought it! Don’t buy a vehicle from these people unless you want to spend thousands of dollars on maintenance in the first two years! More

Although it was very busy, they made you feel like a priority. There were vehicle arrangements and had the service completed in a timely fashion. Very pleased with the numerous experiences there. priority. There were vehicle arrangements and had the service completed in a timely fashion. Very pleased with the numerous experiences there. More

Car runs fine. Be careful washing cars though. My decal to get back through the gate in my neighborhood was gone from my headlight when I took the car out for a dri Be careful washing cars though. My decal to get back through the gate in my neighborhood was gone from my headlight when I took the car out for a drive. Had to get help from the security booth to get back in. More

The teams at MBFH were professional, friendly, and had many kind follow ups to make sure that I was fully satisfied with the whole process and the car. It was one of my best experiences with car dealersh many kind follow ups to make sure that I was fully satisfied with the whole process and the car. It was one of my best experiences with car dealerships. More

I bought a certified Mercedes Benz C 300 from this dealership (Foothill Ranch) in April. I spent more money on this Certified car because I thought it was worth it and I would be backed by Mercedes Be dealership (Foothill Ranch) in April. I spent more money on this Certified car because I thought it was worth it and I would be backed by Mercedes Benz (I also bought an optional extended warranty). Since it was my second car, I have not been driving this car that much. After a couple of weeks, I noticed a crack on my windshield which had been covered up before. So I brought my car to the dealer and talked to several people ( Kekoa Depitan and Russ Ellis). But they did not take liability for that and told me this car went through rigorous inspections and we have not seen any cracks by the time we inspected this car. That was the funniest excuse that I have ever heard, cause when I received my car three panels inside the car were off and they did not even notice significant issues like that, let alone a crack on the windshield. Just stay away from this dealership and purchase from a more reputable dealership. They are all nice when you are about to buy a car from them but once the sale is closed, they would turn to totally different people. More