Mercedes-Benz of Boerne

I had purchased a 2020 c63s from Mercedes-Benz of Boerne. All this is documented in emails and text message conversations. Tires & Alignment- Upon purchasing my car and on the drive home, I noticed th All this is documented in emails and text message conversations. Tires & Alignment- Upon purchasing my car and on the drive home, I noticed that the right front tire was lighting up yellow indicating that it was beyond the normal operating safe temperature. Relaying this via text message, I was reassured by my salesman, Francisco Pavon that this is completely normal and that he verified with their technicians. A couple More conversations were had after this where I told Mercedes-Benz Boerne that I was pretty sure that the alignment was off. All this was ignored. I did have a few questions pop in my head at this moment. 1. If these values were “normal“ the factory wouldve thought this out and incorporated these “normal” values into the operating system. 2. One would assume lights and noises coming from a 2020, $100,000 car would be something of concern? 3. In conjunction with the above, one would also think the sheer customer service, online questioning would be a bad look for something “normal”? 4. Having to constantly reassure customers that a warning beeping, blinking, warning light is normal for a 2020 Mercedes-Benz would seem tiresome and a constant fight. Oil and Service- Halfway through my drive home the “check engine oil“ light came on. I thought this was odd because I was told that the service have been completed. The service indicator light was flashing indicating Service A had or needed to be performed. I was, again, reassured that this was completed at the dealership but they “must have forgotten to reset the alert”. Strange since the service technician drive the cars to the front after they’ve been serviced. I am again skeptical but I have to trust the dealership because, after all, it’s Mercedes Benz and you’re supposed to be able to trust the brand and those associated from Mercedes-Benz Corporate, Group 1 Automotive, to Mercedes-Benz of Boerne. I was provided a cell phone picture of the computer screen showing that service was provided to the car prior to my purchase. Not sure how this was manipulated at the time but it’s also not clear showing a “g” when I was told the “A” service was completed. Again, Mercedes-Benz, quality, trust, class. Fast-forward to July 2022. The car was purchased was 1,0XX miles on it. At 9000 miles I had a blowout on the freeway going 80 miles an hour. Luckily nothing catastrophic happened but it quickly yanked me off the road. My business purchases and maintains, 150+ tires that I personally oversee due to the amount spent monthly. The tires ranging from $40 to $1700 a piece. Some trucks have over 20 tires alone per truck all tires costing $600 to $1700 a piece. I know a little about tire wear, DOT, servicing, maintenance, and abuse. Upon removing the blow out, my tire guy and myself observed significant wear on the inside of the tire showing the wire tread. We then removed the tire from the driver side front and this two showed significant wear on the inside, not the outside. My fears were indeed correct. When we furthered our inspection I noticed that the rim had been repaired at some point. I paid for two new front tires out of pocket that were prematurely worn. After a week and two days of trying to contact Mercedes-Benz Boerne I demanded to speak with the GSM because nobody was returning my phone calls. I was told that their phones were not working and a few other excuses. When I did speak with him finally he said he would call me back in one hour, that never happened. The next day I again, demanded to speak to the GSM was kept blowing me off repeatedly. He was not interested in what I had to say, was speaking to others during our conversation, and generally dismissive. When I can, had to call back because nobody was again returning my phone call he sent me a text letting me know that they will not take care of any of the issues I presented to them, “hope this helps” which is insulting that you purchase a $100,000 vehicle and nobody can answer a phone or bother to call someone to explain their stance. Had this happened, my entire demand probably would be entirely different but the brash, dismissive, and general arrogance was off putting for obvious reasons. At the time, my request was simple. “Just make it right“, meaning to replace the tires and have it aligned but the my refused. At this point the car was at Mercedes being looked at. The local dealership who did not sell me the car, told me all my concerns are validated and proven without a doubt. In fact, the mechanic himself told me that there’s parts under the car that look newer than others but it’s hard to verify if they were replaced or just happen to stay clean. Therefore there seems to have been damage that wasn’t disclosed that Mercedes-Benz Boerne refuses to even listen to on the phone. All communication has taken place between Mercedes of Albuquerque and Mercedes of Boerne. They also verified that the camber on the car was off 6° and a car the small and AMG this is considerable and much outside of what anyone considers normal, hence, the abnormal wear and the front two tires significantly hotter by 20-30° causing a blowout on the freeway. Mercedes of Albuquerque and also spent days trying to contact the GSM and GM of Boerne. Once the GSM returned their phone call he said “we’ll do the A service out of good faith“ as if this was a favor or to make me go away. As more information was coming to their attention Boerne paid more and more as they couldn’t argue any of the facts from Albuquerque and myself. After the case was escalated to the GM of Borene, he too has refused to call me back. Mercedes Benz corporate also has reached out to them many times explaining the importance of calling me back however they too have been unsuccessful in making this happen. They too are equally as frustrated and will be making recommendations in-house I’m told. Unfortunately, at this point my original offer has expired. I feel the engine may have been compromised and there’s possible front end damage we are unaware about. The attorney general New Mexico has been contacted and are preparing the case accordingly. Had Mercedes-Benz of Boerne handled this case with respect and in a reflective manner to that of Mercedes-Benz this would’ve cost the dealership much less. More

Service manager is always excellent. Very informative and very kind. Explains all that car needs . Very informative and very kind. Explains all that car needs . More

We work with Advisor name Charles, he was awesome to work with our vehicle. I give a 👍 with our vehicle. I give a 👍 More

I was pampered from beginning to end. Service to the max. Staffing is exceptional. Prompt and efficient. Service to the max. Staffing is exceptional. Prompt and efficient. More

Great service. My service account Manager is Mark Delafuente, who has taken care of our 4 MB's the past 20+ years. Always provides suggestions to help cars last lon My service account Manager is Mark Delafuente, who has taken care of our 4 MB's the past 20+ years. Always provides suggestions to help cars last longer and maintain top performance! More

Fantastic service department. Charlie was our service advisor and did a great job with taking care of our car. Charlie was our service advisor and did a great job with taking care of our car. More

Staff are always prompt, courteous and efficient. Pat Enriquez is a knowledgeable and cordial service advisor. Getting a loaner is fast and easy. Pat Enriquez is a knowledgeable and cordial service advisor. Getting a loaner is fast and easy. More

Mercedes Benz of Boerne is by far the best dealership whether purchasing or servicing a vehicle. I have yet to be disappointed and I have been going for 8 years. My service manager (L de la Cruz) always whether purchasing or servicing a vehicle. I have yet to be disappointed and I have been going for 8 years. My service manager (L de la Cruz) always takes time to answer my questions and always greets me like I'm family. Plus, technicians always meticulously take care of my car. Wouldn't go anywhere else!! More

Linda was very pleasant , very efficient . she was checking on my car to make sure I don’t have to wait to long . she was checking on my car to make sure I don’t have to wait to long . More

Always have been very pleased with Mercedes Benz of Boerne and Linda DeLaCruz. Very happy with everything done this time also! We appreciate every aspect of this business. Boerne and Linda DeLaCruz. Very happy with everything done this time also! We appreciate every aspect of this business. More