Mercedes-Benz of Fort Washington - Service Center

Bill Nardo responded

DO NOT TRUST THIS DEALER WITH YOUR CAR!

Mercedes-Benz of Fort Washington responded

Hi Mr. Nardo thank you for sharing your feedback and we are very sorry that the situation has escalated to this level. We completely understand your frustration. There are a few points in your feedback that do need some clarification. You mentioned the ParkOps team, they have been a partner with us for quite some time. They have well trained individuals who are very responsible and respectful to our clients and their vehicles. I'm not sure it is fair or accurate to say "the valets are young and underpaid employees.." The ParkOps team has an important role in our service lane process and we have tremendous faith in them. The service lane team works hand-in-hand with our Service Advisors and the whole process is managed by our Service Managers. Having a vehicle stolen from our facility was highly unusual and we are investigating all aspects to ensure this doesn't happen in the future. We have tight security measures in place and we continue to evaluate areas of opportunity to tighten further. In learning more about your situation, I believe the replacement vehicle we searched and purchased for you was a 2018 E43. We then put this vehicle through the Mercedes-Benz Certification process and made it available for you as per your request. I also learned that the totaled vehicle was a non-MB Certified 2017 E43 that you had searched for several months and ultimately purchased from MB of Cherry Hill. You mentioned that we tried to upsell you - please know that the "upsell" was offering you a newer vehicle with more equipment and now Mercedes-Benz Certified. Our team also offered to supplement the difference between the Insurance check and what you purchased the vehicle for originally. We would love to continue to help in the process of finding a replacement E43 that closer matches what was lost. Please feel free to reach out to me directly if you would like us to assist. Again we are truly sorry that this happened - hopefully we can come to a happy resolution. Thanks, Aaron Smith -Sales Director aaron.smith@yourmercedes.com

Bill Nardo responded

Mr. Smith, You mention your tight security measures but your service department lost the key to my car which led to it being stolen. Your security cameras were not working at the time which does not sound very secure or responsible to me. Your service manager took almost 8 hours to call police to report my car stolen because they lost track of my car on your property. When I inquired about the Park Ops valets or dealership employee that might have been responsible for my car being stolen, no one including Derek, Carla or Chris would give my any information regarding any actions being taken to prevent this from happening again. If you Google search ParkOps employees, their own reviews state the high turnover rate and low wages. As far as the replacement, Ms. Savage presented me with 3 options but said she could not guarantee that they could be purchased without further research. She asked for my thoughts and what I would prefer. I responded with 3 CPO Mercedes Benz E43s, that I found, that were at local dealerships. One of which was over $5000 less expensive than the car you "purchased for me." My 3 choices were never even considered. The car that was "purchased for me" was significantly more expensive than I could afford. I was expected to pay $10,000 more. I was offered a newer vehicle with more options, however that becomes irrelevant due to the added cost I would have been responsible for. I even offered to compromise with Chris and pay $5,000 to cover the cost of getting the car Certified. He refused. I have been trying to work with your dealership for 3 months, and I have been met resistance throughout the entire process. As of Thursday 11/18/21, I owe the Philadelphia Parking Authority $350 in speeding violations that occurred during the time the car was stolen. No one at your dealership has offered any help to deal with this. Your staff has constantly pointed out to me the expense that this has caused your dealership but no one has addressed the stress and aggravation you have put me through.