Mercedes-Benz of Laguna Niguel

I am disgusted and surprised on how blatantly a MB dealership can lie. When our MB lease came to an end, we decided to lease another MB vechicle. During the leasing process, the MB salesperson state dealership can lie. When our MB lease came to an end, we decided to lease another MB vechicle. During the leasing process, the MB salesperson stated that because we were leasing a new vehicle, the excess miles on the prior lease would be taken care by the dealership (we had roughly 2,600 excess miles). Approximately two weeks later, we receive an invoice from MB Financial stating that we owed money because of the excess miles. We contacted the dealership and spoke to the salesperson (Steve Hall). He stated that it was just an oversight and he would resolve the matter. We then start to get collection calls, so I email the salesperson asking if the matter was resolved. In the email, he responded that he believed it was. We continued to get collection calls, so we constantly called/left messages for the salesperson as well as the sales manager (Alex Nazari). We then decided to make a visit and hand deliver the invoice to the sales person. He made a copy and stated that we shouldn't worry because "it will be taken care of". After continuing to get collection calls, we started to get concerned. My made another visit to the dealership. It was then that the manager/salesperson stated that they would not take care of the invoice because "they did not document it anywhere". I asked to talk to one of their superiors so he/she could resolve this. The sales director (Jared Bayless) offered us a car wash in lieu of correcting the problem. Now, the invoice is in collections and on my credit report. The collection agency suggested that I take my kids and picket the dealership. Most likely, that is what I would need to do to resolve this. More

I initially contact them via internet sales. No one contacted me after about a week, so I stopped in. The sales guy was great. said that they are interested in my business to lease a new 2010 E550. I t contacted me after about a week, so I stopped in. The sales guy was great. said that they are interested in my business to lease a new 2010 E550. I told them i want to compare apples to apples and told them the exact car and equipment I want. I also told them I wanted a 36-39 month lease, so I can compare apples to apples. I was upfront that I would be back in 6 days to purchase the car and complete the paperwork. the manager came back with a "ballpark" price several hundred lower than anyone else in the area. I was excited. But then found out he ran it on a 60 month lease! I asked him to re-run the #'s for a 36-39 month lease, and he told me to come back when i am serious, as he has another deal working, and as the #2 dealer in the nation, they dont give out pricing until I am ready to sign a deal. they certainly are #2! They wasted 40 minutes of my time. More

I brought my newly bought used car in for regular service in November. It is used by my daughter in No. Calif. I had it checked out before purchase by a reputable foreign car mechanic who said it was in good in November. It is used by my daughter in No. Calif. I had it checked out before purchase by a reputable foreign car mechanic who said it was in good condition. I wanted to establish a relationship with a MBZ dealer for regular service so I brought it to the Laguna Niguel dealer. After it was checked out, the service rep called me and listed $3500 worth of repair that needed to be done. After each item, I asked if it was a safety issue. He said yes, except for the wipers. I had the work done, as I was concerned about my daughter's safety and she had to return to No Calif the next day. When I showed my husband the invoice, he said I had been taken. They also repaired the wipers when the tech said they wouldn't. Three days after service, the battery died. I sent a letter to the service manager. He did not respond. I emailed the letter to him. He did not respond. I emailed it again and copied the manager. The service manager said he'd take a look at it and get back to me. He never did. MBZ headquarters called me because I took a post-repair survey. I told them the story. They called the service manager to make sure he called me. He never did. I emailed the manager once again to complain about the lack of response. He never responded. Take your business elsewhere! More

REDEFINING “SERVICE” By Marie May ser•vice: REDEFINING “SERVICE” By Marie May ser•vice: Installation, maintenance, or repairs provided or guaranteed by a dealer or manufacturer. The de REDEFINING “SERVICE” By Marie May ser•vice: Installation, maintenance, or repairs provided or guaranteed by a dealer or manufacturer. The definition above is the one that most people – myself included-- use when they think of the word “service”, especially as it relates to their beloved automobile. Unfortunately, that does not extend to the ownership and management of Mercedes Benz of Laguna Niguel. I purchased an S500 from Mercedes Benz of Laguna Niguel in 2006, and have faithfully utilized their service department for all of our scheduled, and non-scheduled, maintenance needs. Recently the “SRS” light on my S500 was on, and I dutifully took my car in to have the problem fixed at Mercedes Benz of Laguna Niguel. The next day I was told the problem was solved, however as I drove off the lot the light came back on and they asked me to again leave the car in their service bay. Imagine my surprise and horror when, two days later, I received a call from the dealership explaining that my S500 had fallen off the service hydraulic lift (an 8-foot drop), and my car was totaled. Employees at Mercedes Benz Laguna Niguel confirmed that when my car fell, the impact shook the ground so much it was felt in the showroom. Although this accident happened on Wednesday, I was not notified until Thursday, after the dealership contacted their insurance company and accident investigators. When I returned to Mercedes Benz of Laguna Niguel, the car was indeed a total loss. Something went very wrong in that service bay – details that I still have not received -- and through no involvement or fault of ours, our family was now without a car that we truly enjoyed. I have accepted my insurance companies total loss settlement. What I haven’t accepted, and thought the citizens of Laguna Niguel and the surrounding communities might find interesting, is that the dealership continues to refuse to explain why the car was on the lift in the first place, what happened to cause it to fall off the lift, and why our family was not notified sooner. In addition, they failed to meet our expectations regarding a fair-value replacement and were profoundly lacking in customer care. I was a Mercedes Benz owner for 12 years and always had service performed at Mercedes dealerships. I purchased the S500 at Mercedes Benz Laguna Niguel, paid for it in full and had every service performed at that dealership. After this experience, I an now the proud owner of a 750li BMW, and wanted to alert other customers in Laguna Beach about what might happen if they take their beloved automobile in for “service” at Mercedes Benz of Laguna Niguel. More

From the start this felt like the same old stereotypical sales process. Teh hidden "manager", the "bait and switch", the sales guys standing around the front smoking. This place was awful. After i asked the sales process. Teh hidden "manager", the "bait and switch", the sales guys standing around the front smoking. This place was awful. After i asked them to find a car with some special features, they traded for it and told me now i "have to buy from them". I bought from Fletcher Jones...a far better experience. More

I wanted to lease a 2009 CLS550 as a replacement for my AUDI A6 4.2. I went to the dealership and after I told the sales person that I am interested in a CLS550 the sales guy started talking, talking, talk AUDI A6 4.2. I went to the dealership and after I told the sales person that I am interested in a CLS550 the sales guy started talking, talking, talking. He did not ask one single question what I am really looking for. He explained every single function of the car, and he went on even after I interrupted him and told him that I know all that stuff from my fully loaded AUDI. After test driving the car, I told him that I was interested in the car. Next thing was the price. I told him my current lease conditions, his immediate answer was that he can easily beat that. He brought his manager in and they tried to make a deal on the spot. I told them that I want to see the car with the right color, options etc. first and because I do not want to waste my time I wanted to discuss about the final numbers right now. They kept repeating we will definitely beat your current lease conditions. Anyway I left telling them to call me when they have the car I wanted and I requested the deal in writing before I would come back. Next day, I sent them an e-mail outlining the car specs and the lease conditions. There response was: WE HAVE THE CAR AND WE WILL MAKE YOUR DEAL. I made an appointment with the sales person. I went there, but another sales guy told me that the person I made the appointment with, is not here today, but he was told to take care of me. I told him that I JUST called 1 hour ago. Anyway I asked for the car. I wanted to see it. He told me that they have plenty cars, but unfortunately not the color I wanted, but he thought that does not matter. Beside that he had no idea that they already agreed on the lease conditions. I left the dealership and I will definitely never return. Everyone I met there was unfriendly, unprofessional and they don't care about their clients.. .. I went to BMW CREVIER SANTA ANA and the experience ( David Hwang (Sales) and Dino (Finance) there was outstanding. From the beginning no false promises and after a couple of hours I left the dealership with a BMW. I lease a BMW 550i and the car is light- years better than the CLS5500 I test drove. More

Although the dealership offers free car wash, the customer service guy at the car wash is extremely rude. I just went for my car wash on 11/1/08 around 11am. According to my previous experience, the customer service guy at the car wash is extremely rude. I just went for my car wash on 11/1/08 around 11am. According to my previous experience, the wait time is usually between 60 to 80 minutes. So this time, i have my husband pick me up after i dropped off my ML350 for car wash. Just as I was trying to get in my husband's car, the customer service guy ran up to me and started "yelling" at me: "Ma'am! ma'am! You cannot leave your car here because we cannot babysit your car!!!" I then said, I will only be away for 15 mins, I will be back before the car wash is done. He then raised his voice even more and yelled at me that "You do not understand! You cannot leave your car here. It doesn't matter how long! If you insist on leaving, you will lose your privilege for car wash!" So, I stayed at the dealership, and waited until my car is done. I am still shocked about this guy's attitude. I have no problem with following the policy of waiting at the dealership during car wash. But I do have a huge issues with the car wash guy's attitude. What kind of customer service is that???? How on earth can you "YELL" at your customer? I will never go back to this dealership and will not continue my regular car maintenance at the dealership. More

I have been using this dealer for over 20 years and recently they have been getting very greedy. For example, I brought one of our cars in for an oil leak and they quoted $3,455 in repairs. A week late recently they have been getting very greedy. For example, I brought one of our cars in for an oil leak and they quoted $3,455 in repairs. A week later I tried a different SA and they said $800. Was just a leaky oil pan bolt, costs 50 cents. They told me I needed brakes and I only have 20% left but they were nearly new. I'm not naive, I went to auto repair school, just chose a different career. In addition to uneeded services, I have had several problem with poor workmanship. I had to bring it in 5 times for a brake problem they couldn't fix and when I took it apart to show them the part that was bent they said, yes, that should have been replaced, duh! Even my last 2 oil changes where problematic, once they overfilled it and got warning on dash, second time they didn't change the filter (I hear this is common, mechanics save the filter for their own cars) and I had to get the oil change redone elsewhere. They do very sloppy work and even though my car came with a 4yr 50k miles of free maintenance, I pay to have it done elsewhere. I will never use their service department again unless it was an emergency. Their sale department is much better, I can recommend buying a car from them. Just find somewhere else to get it serviced. More

They called me back on a deal that I had requested on an agreeable price "FOUR" times and when I made the trip to their show room I was told they would not honor their own published coupon. Because they did agreeable price "FOUR" times and when I made the trip to their show room I was told they would not honor their own published coupon. Because they did not know what kind of deal they were working on so when I told them initially that I have the coupon it was no problem but Later they said they can't use the coupon and they tried to increase the payment which I thought it was totally unethical. To top that I was verbally and physically threatened by (Sales Manager) …I wonder what kind of place of business would treat their pervious customer with such treatment. More