Mercedes-Benz of Orange County powered by Benzel-Busch - Service Center

After dealing with the service department at Orange Cty. Mercedes, I will never buy/lease another Mercedes again. From missing a nail in my tire that could be seen with the naked eye (the reason I brought Mercedes, I will never buy/lease another Mercedes again. From missing a nail in my tire that could be seen with the naked eye (the reason I brought the car in), to mis-aligning wheels to the extent I had to replace all 4 tires on a 2020 vehicle with 21,000 miles on it, to delaying/misrepresenting or just not responding to my inquiries re: the status of repairs subject to an insurance claim - which, per the service manager, would have been done in 2 weeks, had I paid out of pocket, but have now been pending for more than 6 weeks with no end in sight… I’ve had wonderful experiences with other Mercedes dealerships, and the poor quality of service at Orange Cty has is inexcusable. More

I was towed into their dealership from the NYS thruway on June 30, 2021 around 1pm in the afternoon. My 2020 Mercedes A220 with approximately 18,000 miles had overheated. After waiting approximated 2.5 hrs June 30, 2021 around 1pm in the afternoon. My 2020 Mercedes A220 with approximately 18,000 miles had overheated. After waiting approximated 2.5 hrs, I was advised that my vehicle wouldn't be ready that day. I let my service advisor know I was 125 miles from home and requested a loaner vehicle while my warranty work was being completed. After speaking with her boss I was advised that no loaners were available but a rental car was arranged thru Enterprise in Wappinger Falls and this would be covered in full thru the Mercedes trip interruption program provided it was less than $300 per day. I verified this on the Mercedes website, so I agreed. I was shuttled to the rental car office where I received the last available vehicle. The next day I called an was advised the thermostat had failed on my vehicle, the part had to be ordered because holiday weekend my car would not be ready until Monday, 7/5 . I contacted the dealership again on 7/5 and was advised my vehicle repair was not complete and it would be available the next day on 7/6 (6 days from when I was towed in). I returned my rental car & returned to your dealership on 7/6 to pickup my vehicle. I submitted my the rental car receipt at that time. I received a call from my service advisor advising I would only be reimbursed for 3 days towards my rental car as the trip interruption program has a 3 day limitation. I have multiple issues with: 1. I was not advised of the 3 day limitation when I was told about the trip interruption service, if I was aware I would not have agreed to renting a car & I would have insisted on a loaner vehicle 2. I verified the trip interruption on the Mercedes website & once again there is no mention of a 3 day limit, it does mention the $300/day limit 3. It took the dealership 6 days to replace a thermostat, seems like an excessive amount of time to replace a thermostat. Reached out to the Client Relations Manager and I was advised they had made their decision. I realize I was traveling and they are not my home dealership, but I feel mislead into an outcome that ultimately 1) left me using my AAA to tow my vehicle in for warranty service 2) Was sent home in a rental car and had to make a 250 mile round trip (including tolls) to pickup my vehicle. 3) I was without my vehicle for 6 days for a simple thermostat repair and ultimately 4) I am now being told I have to pay 1/2 the rental cost for warranty service when I was advised the rental would be paid in full and when a loaner vehicle should have been provided at no cost More