Jackie Cooper Imports - Service Center

optout responded

My husband just passed away on my birthday two weeks ago and I had to go out of town to visit family. I missed my appointment in Springfield to have my brakes and rotors done, my back seat put back up (as it is stuck down), and something is wrong w my CD player and it won’t stop loading disc so I can’t use my infotainment center at all. So, I had the brilliant idea to drop my car off while I was out of town so everything could be done to it while I was gone. I assumed all Mercedes’ service departments were the same essentially but as it turns out they are not. I assumed that they would be able to look up the service history and see the notes or whatever was done last to my car- but even if they can they didn’t. I understand saying that they needed to diagnose it themselves, and I appreciate that. I gave them the list of the problems I was having, they picked it up and two days later I got a call telling me I needed to replace the spark plugs and it was ready to be serviced. Which would have been great except 3 weeks ago I had just had that service completed. So why did I need it again just a few weeks later? He couldn’t explain. In fact, he couldn’t do anything but tell me that my extended warranty wasn’t going to cover anything and that really I would just be better off buying a new car. He said they would get me an appraisal and gave me Jason’s number. Jason called me, told me we could probably get something done and work something out with the two cars I was willing to trade- and then that was it. I didn’t even get an appraisal on my vehicle. They wanted to charge me $500 more to service my brakes than what was listed on the quote I just got from Springfield 3 weeks ago- and they were going to have to charge me even more to diagnose my back seat issue. I called Springfield and got the service history that was just done and forwarded the email to Jacob. He finally agreed that they had just changed my spark and they didn’t need to be done but told me still I just needed a new car. I told them to just park it and j would come pick it up when I got back. I got back, and they charged me almost $500 to watch my car all week. They didn’t even look at the back seat- it’s still stuck down and it was a complete waste of my time and money. I feel so taken advantage of. I am so disappointed - but the good news is that even though my brakes and rotors are xxxx- I at least made it home. So, I will count my blessings and hope my brakes will make it until I’m able to get to Springfield and get them done. Thanks for absolutely nothing guys. I was ready to trade my Benz and my late husbands Range Rover so that I could get one car that fit my needs- but they couldn’t even help me to do that. I am completely let down and still have a back seat on a $60000 vehicle that won’t go back up, brakes that shake my entire vehicle when I use them, and a radio I can’t use because it continues to say loading disc. Worst experience I’ve ever had with any service my entire life. Absolute worst. And again I am out $500 and still nothing is done.

Jackie Cooper Imports responded

Optout, we are sorry to hear you were disappointed with your recent visit to Jackie Cooper Imports. It is true that individual service records aren't shared with other dealerships. We would have loved to be able to look those up for you but we can only see service completed at our specific dealership. We can share with you the issues we ran into when we tried to take care of your requests. There were some serious issues with assessing your vehicle that prevented us from doing so while you were out of town. If you would like to discuss it, we encourage you to call Denny Martin, Service Manager, so that you may fully understand why neither sales nor service could drive your vehicle to complete the assessments. 918-249-9393. Thank you!

Jackie Cooper Imports responded

Melissa, thank you for letting us know of your disappointment. We are looking into the items you mentioned in order to find out how that happened. We have a thorough process of checking vehicles each and every evening before service closes and are intent in finding the loop hole that allowed that to happen. While we have a high level of customer service, we know we aren't perfect and are eager to get better at what we do. Please accept our apologies. We hope you will allow us to WOW you in the manner you deserve when you visit again in the future.

Jackie Cooper Imports responded

Hi evansfsm, Thank you for your 5-star review. We are glad to hear you were satisfied with your visit. We hope to see you on your next visit. Have a great day. Sincerely, Chris Martinez, Director of Sales

Jackie Cooper Imports responded

Hi BIGSTARREALESTATE, Thank you for your kind review. We are delighted to hear our team was excellent during your visit. We hope to see you soon. Have a great day. Sincerely, Chris Martinez, Director of Sales

Jackie Cooper Imports responded

Hi JOAN.BRIAN6165, We appreicate your 5-star review. We are glad to hear Emily was excellent at getting the vehicle of your choice. We hope to see you soon. Take care. Sincerely, Chris Martinez, Director of Sales

Jackie Cooper Imports responded

Hi opout0321, Thank you for your 5-star review. We are glad to hear you were satisfied with your experience. We hope to see you soon. Have a great day. Sincerely, Chris Martinez, Director of Sales

Jackie Cooper Imports responded

Hi Edlightner, Thank you for your 5-star review. We are delighted to hear you were satisfied with your visit. We hope to see you soon. Have a great day. Sincerely, Chris Martinez, Director of Sales

Jackie Cooper Imports responded

Hi GROVEPAUL7, Thank you for your kind review. We are delighted to hear Max was excellent with your service. We are looking forward to seeing you soon. Take care. Sincerely, Chris Martinez, Director of Sales

Jackie Cooper Imports responded

Hi Bear, Thank you for your 5-star review. We are delighted to hear our team made your experience excellent. We are looking forward to seeing you soon. Have a great day. Sincerely, Chris Martinez, Director of Sales

Jackie Cooper Imports responded

Hi justjoel73, Thank you for your 5-star review. We are delighted to hear our team was excellent during your visit. We hope to see you soon. Have a great day. Sincerely, Chris Martinez, Director of Sales