Mercedes-Benz of Ft. Lauderdale - Service Center

Brought my vehicle and to get trim replaced. They said it would be ready the same day and at 5 PM they said the wrong parts came in. They said it would be ready by the next morning. They called me the next d would be ready the same day and at 5 PM they said the wrong parts came in. They said it would be ready by the next morning. They called me the next day and said the parts won’t be in for a few more days come pick your car up. So I went without a car for a day and a half for nothing. Terrible customer service More

Absolutely terrible experience with their Service Department. I bought my C63S there for engine misfires, after legitimately being told the vehicle would take a few weeks due to COVID I was thrilled Department. I bought my C63S there for engine misfires, after legitimately being told the vehicle would take a few weeks due to COVID I was thrilled but a tad bit concerned to be called 2 days later saying my car was ready. I returned only to realize they updated my engines software and nothing changed. At first start the vehicle was slightly rumbling very slight but I guess because I drive the vehicle I noticed it, unfortunately I had already left the dealership, once I returned with the car I was told by the service manager who was in charge of my car Manuel that “xxxx happens” granted him, and I were very cool at first so I didn’t really care about the profanity but to tell me that after I just gave you my car two days prior was a bit ridiculous, and then he threw his hands up and just looked around when he said it.... what are we waiting for was my first thought ? Manuek then walks me to two empty cubicles and says wait for one of these guys, he does not call anyone, just says “wait” I then say well this makes no sense to wait outside as they probably won’t notice I’m waiting for them.. I then proceed to stand in “Customer Care Managers” office Matthew Pickton.. he wasn’t there yet but one associate noticed I wasn’t the happiest camper and offered to call out for him, I appreciate whoever that happen to be that day. Matthew returns to his desk and is at first attempting to clridyu why happen. After I explain to him what happened he claimed is Service Managers would never say a car would take “3 weeks” which he did, and proceeds to call Manuel in, after Manuel says “No” he has never said that Matthew looks at me with this “I told you so” type of look. I felt like I was in a high school cafeteria going back and forth with two people about my $75,000 car and there lack of care when fixing these high end vehicles. After that Matthew tells me they’ll take the car back but won’t give me a loaner, or even attempt to make any expections to check the vehicle immediately as they literally just had the car over the weekend. He also said their Shuttle Bus was down due to COVID which is understandable but the sheer lack of effort from him was amazing, he also kept complaining he had other people to get to so he demanded I make my decision outside of his office. That rubbed me the wrong way, he didn’t say it with much tact so I replied “no I’d like to stay in the office” he says no get out... so I proceed to ask him various questions that will give me a reason to be in the office as I think.. I did this because if I left I was almost sure he’d get caught up with something else, and never get back to me, after realizing I don’t want these people to work on the car I consider my baby I tell Matthew I’m done wasting his time.. MATTHEW THEN REPLIES TO ME “GOOD NOW GET THE xxxx OUT OF MY OFFICE” Matthew Pickton is the epitome of Unprofessional, and I made the right decision with not allowing them to work on my car. Funny enough the story doesn’t end there... as Matthew realizes I was recording our conversation he leaves and heads over to the bar on the showroom, I guess it’s where all the sales managers have lunch, I hear him talking to his associates about our encounter. I then proceed to walk over as well, I am in Real Estate Law by trade so I personally love a good controlled argument, at this point however Matthew was clearly upset, I let his associates know that he actually told me to “GET THE xxxx OUT OF HIS OFFICE” he admits that to them, and says it’s because I said I was done wasting his time. He then leaves quickly and tells them “Good luck he’s just going to waste your time” I then ask his associates would they be willing to attest to their manager that Matthew Pickton Admitted to saying that, they each looked around and said “I’m sorry sir I’m just eating my lunch, I didn’t hear anything, but if you need help with sales we can assist you” very professional response, and honestly I don’t want to put them in a funny spot. One of the managers eating who over heard was a sales manager, I believe is his name was Abraham, he was able to talk to me privately and let me know he completely understood why I was frustrated, I was also scheduled to see a property that day but missed my appointment due to having to return and basically litigate my cars issues. I appreciate Abraham as he told me to return two days later with the car and gave me his word on a loaner.. I never returned due to the broken trust between Myself, and Matthew Pickton. He is a disgrace to Mercedes Benz, and the term customer service. Ironically he is there “Customer Care Manager” what a name aye ?... interestingly the problem was resolved at Mercedes Benz of Pompano. The Car is undergoing a PFST claim with Mercedes Benz in Germany, due to Fort Lauderdale’s lack of effort To intervene before the issue MB Germany has approved a complete engine replacement, Mercedes Benz of Pompano is now waiting for a New Engine to be shipped from Germany I was told shipping should take a week but with COVID who knows really, I’m just happy Pompano cared for the car, they also handled my last vehicle as well and it was phenomenal. I wouldn’t recommend Mercedes Benz of Fort Lauderdale and I surely wouldn’t want any of my clients working with such an unprofessional team, led by unprofessional people such as Matthew Pickton. If anyone in my company were to tell a client, angry or not to “GET THE xxxx OUT OF MY OFFICE” they would be fired the next day. No professional should ever speak in that manner to any potential client. Shame on you Matthew Pickton, and Mercedes Benz of Fort Lauderdale, customer care managers should maybe try showing some care. More

I would not give any star If that was possible! If you I would not give any star If that was possible! If you want to enjoy your new vehicle and amazing customer service, well THIS IS NOT THE PLACE!!!! I would not give any star If that was possible! If you want to enjoy your new vehicle and amazing customer service, well THIS IS NOT THE PLACE!!!!! DON'T GO THERE!!!! I got my new lease car a year ago and since then the car have so many problems and issues that causing me spending my time back and forth having them fix what need to be fixed, so many hours to waist on fixing a new car, a Mercedes benz car that suppose to work perfectly! I never had to fix problems so many times during a year doesn't matter which car I had from Toyota all the way to an old very old mini van. But the worst part was when I try to talked to a manager over the phone after telling me few times he have to check something and call me back he told me I have to add a lot of many to replace my car! WHY?!?! THIS IS NOT MY PROBLEM THAT YOUR MERCEDES BENZ CAR HAVE SO MANY PROBLEMS! Since I said no he just told me OK and hung up on me!!! Then I decided to go to the Delarship and one of the mangers his name is Anthony was there to "HELP" me. I explained him whats going on and told him about the call from earlier today even if he agreed that this is not normal or should be like this he told me that my options are A. To buy off the car - YES YES the same new car that I lease and have so many issues. B. To get in to a new lease and adding the money for my current car too - meaning pay more money that I do not need to pay because its not my fault that the car i lease from THEM have so many issues!!!! I told him he have to find another solution it doesn't make sense, he called Ala the lady that helped me when I got my lease i explained to her all over again she had to check few things ofcourse I have to wait again and get back to me like everything I just told them didn't exist! You can lease a new car but it doesn't make sense because you will have to pay a lot so we working on getting you a loaner car so we can fix your car they completely ignored of everything I said! So I got upset and asked how is that going to help ?!?!? I came for  a solution! I can't keep coming when a new problem starts. She left and than Anthony came and said she left crying( that she didn't since I saw her right after and she was just fine!) And that i can't talk like that to employees and than he told me to get out and leave the location! And left ! Amazing customer service!!!! They do not know how to deal with problems that comes from their hands so they kick you out !!!! I was never so HUMILIATED in my life!! I will make sure that no one that I know will step in to Mercedes benz! And ofcourse now I stuck with a car that have problems!!! Again "Amazing customer service"! ANTHONY crossed the line when he KICKED ME OUT from your location like I'm a criminal while I'm just an upset customer that it can happen every day, and if they don't know how to deal with a customer that upset because of your customer service or product that you provide so maybe they are on the wrong job! More