Ray Catena Motor Car Corp - Service Center

Today was my very first dealership service experience. I am extremely sad to have to say it was very disappointing. Let me first start out by saying that Ray Catena other staff are very accommodating a am extremely sad to have to say it was very disappointing. Let me first start out by saying that Ray Catena other staff are very accommodating and treated me very well. There was a women who was making sure all Ray Catena, service customers were getting coffee, something to drink or eat. She (i wish i knew her name) did a fantastic job at making sure service customers in waiting were happy. Ray Catena, service area is awesome, free WiFi, plenty of food and drinks. Now what ruined my service experience. Glen Gaito who is the service manager, the top dog treated me more like a dog then a person. Here is my story. I brought in today my brand new 2012 C300 purchased from Ray Catena less then 2 months ago, with 1,500 miles on it. The reason I brought my car in for service was because I had a blow out on my left front tire. I did not hit anything, nor did anything hit me. The road side Mercedes Benz person from Contemporary that came out to help me the night this happened told me it looks like a defective tire. There was no damage to the rim or any bubbles in the tire. The tire had blown out along the beaded seam right above the rim. When I explained this to Mr. Glen Gaito he only really cared if I purchased a $700 Mercedes Benz Tire Protection Plan. I explained to Mr. Glen Gaito that I did not and it really should not make a difference to fixing this problem for me. Mr. Gaito told me but he could only as a one time courtesy give me 50% off the tire he sells very marked up for $300. And told me it would cost me $150. When I told Mr. Gaito he was not doing anything for me, charging me $150 for a tire that I already got a price on at Costco in Marlboro NJ for $190.99 and $15 to put it on my car. Costco in Marlboro sells and has in stock the very same exact tire. Mr. Gaito also told me that Costco does not sell the same tire. Well Mr. Gaito you are completely incorrect. I even visited Costco after I left your service place today and viably saw the same exact model # tire word for word. I also told Mr. Gaito that I already called Michelin tire company and opened up a case with their warranty dept. Mr. Gaito was extremely rude to me told me to go then get my new tire at Costco and said he will put my blown out tire back in my vehicle's trunk and send me on my way. WOW. This is Ray Catena service manager. Wow what does my service future look like. Mr. Gaito must be a close Ray Catena family member for him to treat a customer this way and get away with it. I am sure I am not the first. But maybe the first with a big mouth. So I told Mr. Gaito that I want him to take pictures of my blown out tire and send it to Michelin so they can make a call on it being defective. I also informed Mr. Gaito that I got in the mail yesterday my 10 page dealership survey and I will be sure to comment on my service experience today that has so far been not so fine and dandy. My service expectations have been hardly met. Rude service manager, that should have taken better care of a new and first time service customer in his shop. I was not asking him to replace my car, just replace a defective tire. Mr. Gaito, came back at me with why because you are not getting something for free. You are going to hold a dealership survey over my head. I said to Mr. Gaito no because you are treating me very poorly and should have just put a new tire on my less then two month old car and sent me on my way. Case closed. While Mr Gaito was playing in his very huge office, I contacted Michelin tire company and explained what was going on at Ray Catena Mercedes Benz of Edison. The representative from Michelin told me to put Mr. Gaito on the phone and they will handle this problem for me. Michelin Tire Co. obviously knows the proper way to treat a customer and tole Mr. Gaito they will pay for my tire. Mr. Gaito has obviously never handled any tire warranty problems from seeing what happened next. He had no knowledge of how Michelin was going to pay for this tire or the form that needs to be sent to them for payment. He called someone from the parts department while putting Michelin on a long hold. Mr. Gaito aren't you the service manager? People are suppose to call you for help. Mr. Gaito you are the service manager. You obviously have not been trained well. I hope your married to one of Ray Catana daughters or something because you are horrible at doing your job. Mr. Gaito also ripped up my $25 off coupon voucher that I was given by the road side service person. Even though I did not need to use it, since Michelin was picking up the tab, it was my property and you did not have a right to rip it up. You should have properly given it back to me. It was good and valid for 30 days. Now to end this story the Michelin phone call was ended at 10:43am. Mr. Gaito should have had the new tire put on my vehicle and sent me on my way. I did not get out of this dealership until 12:15. The reason being is Mr. Gaito was more concerned with processing the paperwork to Michelin then getting his customer out the door and on his way. When Mr. Gaito finally came out with my paperwork, I asked why I waited another 1hr and 30min to put a tire on my car. What took so long? Mr. Gaito told me he was waiting to get the paperwork processed by Michelin. Mr. Gaito you could have spent the whole day in your huge office playing with the Michelin paperwork. I should have been your first priority. Take care of me your customer and worry about the Michelin paperwork later. Wow, this is the worst service manager I have ever met. Chip on his shoulder and told me he is the top dog and no one else can override him. Well guess what Mr. Gaito, Michelin did override you because they know the proper way to treat a customer. Looks like I might have given the wrong dealership my business. Well I hope my review at least is read by others making a decision in buying a new vehicle from Ray Catena in Edison. Sales is just one part of buying a car. IF you are going to be treated poorly in service then your better off giving your business somewhere else. More

She is a very nice person. She called me to let me know that the dealership was short of service associates on that saturday, november 12 2011. So she asked if i would consider coming back on weekdays for that the dealership was short of service associates on that saturday, november 12 2011. So she asked if i would consider coming back on weekdays for my service and I will get a loaner car.i told her I would call her back and let her know. Beforre I returned her phone call, she called me back and said it was ok to come on saturday as it was primarily planned! That is good customer service. Thanks michelle. More

Called to make an appointment for an "A service" for my S600. I asked if there were loaners available and was informed that since I did not purchase my vehicle there I could not retain a lo service" for my S600. I asked if there were loaners available and was informed that since I did not purchase my vehicle there I could not retain a loaner. I went so far as to inform the male receptionist that I was told upon purchase of my $200k vehicle that I could get a loaner from any Mercedes Benz dealership anywhere, he rudely retorted, 'I didn't here that.' I called up the next closest service center whom welcomed me warmly and before I could even inquire, informed that a loaner will be waiting upon my arrival. I'm not even calling Ray Catena back to cancel. More

Theives! I had gotten my smart car from Ray Catena and was told at the time of purchase that service and maintence were included. I wanted about a year to take care of service on my Smart. Only to be told was told at the time of purchase that service and maintence were included. I wanted about a year to take care of service on my Smart. Only to be told that service wasn't covered and that I owed 300+ for BASIC MAINTENCE. When we tried to speak with someone we were treated rudely and shruged off. The work itself was done well but it was not $300 worth of work. Plus it took all morning for them to even get to my car. Do not to business with Ray Catena. If you have to make sure you get all of their claims in writing and read before you sign ANYTHING they give you. They are a bunch of theives that will run you through to make a buck. More

I love this dealership. Everyone is so friendly and cannot do enough for you the minute you walk through the door. The service department is A-1. If you wait for your car for your service there is f cannot do enough for you the minute you walk through the door. The service department is A-1. If you wait for your car for your service there is free wi-fi, an array of complimentary food and drinks, pool table, etc. It is just a first class operation. My sales person, Tim Antoniszyn was very friendly and very professional and knows the cars he sells inside and out. It was a pleasure dealing with him and the entire staff at Ray Catena Mercedes-Benz. I would never think of going anywhere else to buy my cars. More

I went to the Edison location for service in February 2009. I requested that my passenger side rear fog light to be enabled. After the service I was told by the advisor, it could not be done that day. 2009. I requested that my passenger side rear fog light to be enabled. After the service I was told by the advisor, it could not be done that day. I know this can be done *via Mercedes SDS* quickly. I wanted this done so it can help prevent rear end collisions. They were done on all my other Mercedes Benz cars. A few weeks ago I got rear ended, I wish the rear fog lamp was enabled. I brought the car to Sovereign in Brooklyn for the repair, Because they have enabled the rear fog-light on another car. Upon the completion of the repair, I did request them to enable the fog light. This was done in a few minutes as I was waiting for the car. Best Regards, Makeuhigh@aol.com More

The service department replaced the transmission of my 2003 C320 in 2005. The transmission is failing again. They did not follow the proper procedure since they did not replace the radiator as prescribed 2003 C320 in 2005. The transmission is failing again. They did not follow the proper procedure since they did not replace the radiator as prescribed by the mercedes bulletin for that specific failure (glycol contamination). Obviously now they will not stand by their work and parts. More

Today I brought my 1992 Mercedes 500 SL in for a diagnoses. I had no expatiation's of the car being repaired today, but did expect your technicians to have sufficient time to find out what was wrong diagnoses. I had no expatiation's of the car being repaired today, but did expect your technicians to have sufficient time to find out what was wrong with my auto. I brought the car in at 830 in the morning and received a phone call from one of your service ad visors informing me that they wanted to keep the car over night that they needed a minimum of 4 hours to diagnose the problem. Since I had an appointment for 830 this morning and my vehicle was there at 815AM I cant understand why the diagnoses couldn't be completed today. I paid 227.00 for absolutely nothing, It's not the money that upsets me! It's the fact that the employees of Ray Catena Mercedes Benz underestimated my intelligence by having me come back for a second service appointment and a second chance to be ripped off. D. F. Orlan More