My biggest issue with Dennis Dillon is not the mistakes. - destryeskew
My biggest issue with Dennis Dillon is not the mistakes. It’s what happened after the mistakes were discovered.
I reported a clicking noise in my Mercedes multiple times. I was sold approximately $1,200 in replacement tires after being told the tires were the cause. The clicking remained.
When my vehicle was later sent to Mercedes-Benz for repairs that Dennis Dillon could not perform themselves, Mercedes identified the cause of the clicking and recommended additional repairs and an alignment. According to Mercedes records, those recommendations were sent directly to Dennis Dillon.
When I raised this with dealership management, I was told Dennis Dillon had “no knowledge” of the recommendations and that there was “no mention” of them in the Mercedes documentation. I was then able to obtain and provide documentation showing the recommendations had in fact been sent to the dealership, including the specific email address Dennis Dillon requested Mercedes use.
What happened next was even more disappointing. I copied the General Manager on my detailed complaint and every subsequent email exchange. My letter outlined the misdiagnosis, the undisclosed repair recommendations, the out-of-pocket costs I incurred, and included documentation contradicting the dealership’s claims. The General Manager (Cam) never responded. Not once. No acknowledgment, no explanation, no apology, and no attempt to contact me directly.
Instead, after all of this, the resolution offered was a refund for an oil change, but it came with the requirement that I sign a goodwill release stating that I would not post anything negative on social media.
Customers can decide for themselves what that says about accountability.
Mistakes happen in every business. What matters is how those mistakes are handled. In my case, I was given information that did not match the documentation, concerns that were never adequately addressed, and complete silence from the highest level of management at the dealership despite being copied on the entire matter.
I can forgive mistakes. I have a much harder time accepting explanations that do not match the facts and leadership that chooses not to respond when those facts are presented.
Based on my experience, I would not purchase another vehicle, warranty, or service package from Dennis Dillon.
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