Mercedes-Benz of Beaverton - Service Center

Mercedes-Benz of Beaverton responded

Brian, I am sorry for your experience. While giving excuses is not an 'excuse' for the situation - it will give context to you and what most dealerships are experiencing these past few months. We lost one service advisor this past year because he received a job from another brand and industry; this left us with a shortage within our service department for only three months. But this staff shortage is also apparent in all three of the local Mercedes-Benz dealerships, including techs and overall support staff. The second is a problem with parts shipments from all over the United States. The most recent (where 80% of our parts come from) is California. The fires caused a delay with trucks, transport, and parts production -- this has delayed cars in our service department and has created a backlog of appointments. When we have this backlog and urgency of cars not running on top of maintenance and warranty work, every dealership tries to get everyone promptly. We have noticed that the other two dealerships are booked about 1-2 months out. Then they book with us, and we are in this negative booking cycle. The issue you bring up is the "return of phone calls," - which we are aware of. We are trying to return every phone call possible. In addition, we have four service advisors who can relay messages via text faster. Still, the primary concern is that if you call any of the dealerships - they too are experiencing the problem of the backlog of appointments. The battle we are facing within all our dealerships is the appointments. When a dealership has appointments booked out for months (which hasn't occurred before), the issues within the cars of the service departments get prioritized -- then the problem becomes the delay. This causes the issues of customers calling in to know about their vehicles, scheduling appointments, and concerns such as yours. We (and I say that I am responding from the whole dealership) know we must return calls promptly. For that, we apologize. However, we want to provide the best customer service you deserve by purchasing from us and servicing your vehicle. I truly understand your frustration and promise that we are addressing this matter head-on. We added a few more "BDC (Business development center) Service" employees to take calls and call back, organize voicemails, and respond as fast as possible. We still have some challenges to work on, but we will be better. Thank you so much for understanding, Dale Acelar General Sales Manager Mercedes-Benz of Beaverton

Mercedes-Benz of Beaverton responded

Thank you for your very kind review. We strive to make sure that all of our customers leave happy, and it's great to hear about your excellent experience here at Mercedes-Benz of Beaverton. Best Wishes, Chris Walters (503) 296-1700 CWalters@lithia.com

Mercedes-Benz of Beaverton responded

Thanks for sharing your thoughts about your experience with Mercedes-Benz of Beaverton. We appreciate your business and hope to see you again soon! Best Wishes, Chris Walters (503) 296-1700 CWalters@lithia.com

Mercedes-Benz of Beaverton responded

Thank you for taking the time to share your feedback with us. We work hard to make sure our guests have an exceptional experience. We will share your comments with our team, and we look forward to working with you again. Best Wishes, Chris Walters (503) 296-1700 CWalters@lithia.com

Mercedes-Benz of Beaverton responded

Thanks for sharing about your experience with Mercedes-Benz of Beaverton. We appreciate your business and hope to see you again soon! Best Wishes, Chris Walters (503) 296-1700 CWalters@lithia.com

Mercedes-Benz of Beaverton responded

Thank you for the kind words for our service department! We look forward to sharing your compliments with them, and don't hesitate to let us know if we can be of further assistance. Best Wishes, Chris Walters (503) 296-1700 CWalters@lithia.com

Mercedes-Benz of Beaverton responded

Thank you for taking the time to share your thoughts on working with our team, Loretta. We're glad to hear we delivered such a great experience! Best Wishes, Chris Walters (503) 296-1700 CWalters@lithia.com

Mercedes-Benz of Beaverton responded

Thanks, Tony! It's great to hear that we were able to help you out. Our goal is to make sure everyone who walks through the door leaves happy. Thank you for choosing Mercedes-Benz of Beaverton! Best Wishes, Chris Walters (503) 296-1700 CWalters@lithia.com

Mercedes-Benz of Beaverton responded

It has been a pleasure serving you. Quality customer service is always our number one priority, and we're happy to hear that we met your expectations. Thank you again for choosing Mercedes-Benz of Beaverton, we look forward to having you as a valued customer for many years to come! Best Wishes, Chris Walters (503) 296-1700 CWalters@lithia.com

Mercedes-Benz of Beaverton responded

Thank you so much for your excellent review! We are so glad Andy had the opportunity to work with you, and we are thrilled that you found your experience with us here at Mercedes-Benz of Beaverton to be a positive one. Please don't hesitate to reach out if you need anything else. Best Wishes, Chris Walters (503) 296-1700 CWalters@lithia.com