Mercedes-Benz of Fort Washington - Service Center

Very disappointed with S.M's help in paying for this very expensive repair. I felt part should have still been under warranty. Could not use my insurance because there was no collision ! expensive repair. I felt part should have still been under warranty. Could not use my insurance because there was no collision ! More

Didn't care for the communication with this particular service advisor; didn't have the same customer-friendly experience I'm use to with Joanne and Derek! service advisor; didn't have the same customer-friendly experience I'm use to with Joanne and Derek! More

BEWARE bringing your car here for service; simply don’t do it unless you want to be left stranded without a ride or a vehicle. I called on Tuesday, August 17th and the customer service representative was do it unless you want to be left stranded without a ride or a vehicle. I called on Tuesday, August 17th and the customer service representative was very helpful and informed me that I didn’t need to schedule an appointment as long as I arrive between 8am to 3pm for Express Service. On August 19th I took my Denim Blue Mercedes Benz to Fort Washington Mercedes Benz to have my tire sensors checked. Arrived before 9am and I drove my vehicle into the service bay and the check-in representative asked me why I was coming in today? I informed him that for the last 2 days ALL four tires were giving me different PSI readings and I was unsure if I needed air or if something was wrong with the sensor. Next thing I knew the rep asked me to show him what I meant and reached into my car resetting the gauge. He said “you see it’s all fixed now. I can add air but the sensors are fine.” I showed him photos on my phone of the different PSI tire pressure readings over the last 2 days. After that he stepped back and allowed me to exit the car informing me that I had entered the service bay through the wrong entry. He informed me where to find a service advisor and asked me where I usually have the car serviced? I answered Cherry Hill and he asked me who offered better service? Next I spoke with an Express Service advisor, Jasmine. Jasmine let me know that it would be a while since 16 cars were ahead of mine and there were no available loaners. Jasmine said my car should be ready in 2-3 hours. I asked if I could be dropped off at my office since it was just over 20 mins away and I provided my firm’s address twice. I was informed that Lyft drivers were now used due to Covid-19 versus the Mercedes valets. My Lyft driver was very nice and prompt, however he did not speak English and Jasmine typed the destination wrong address so I had to use an app to give him my office directions. As if that was annoying enough, after 4 hours I got a phone call from Jasmine informing me that I had several bubbles in one tire and a nail had punctured the other tire. I guess everything was not fine?! I informed Jasmine I have a tire and wheel warranty. She took my information and she said “I hope everything checks out” and “I will call you back after I speak with them”. Well, I guess she never spoke with them since she NEVER CALL ME BACK! After about 90 minutes I called Mercedes Benz of Fort Washington and asked for Jasmine and learned she had gone home for the day. What! How was I supposed to know the outcome of the car? How was I getting back to the car? I was left stranded. I had to request the express service advisor manager and I was transferred to Joann. Joann apologized for the delay and said they were SLAMMED with vehicles and said she will have my car washed. Joann arranged for me to be picked up via Lyft and assured me that my vehicle would be ready when I arrived and to ask for her once I got to the dealership. The second Lyft driver’s GPS was not working so I had to give him directions back to the dealership. I walked into the service advisor section and asked for Joann only to learn that she had gone home for the day but Nick could assist. I was still in line waiting for Nick to finish servicing the customer in front of me but as soon as that gentleman left a woman walked up and Nick handed her keys and walked away with her leaving me standing there. I walked to the next service desk and informed that rep that despite him not being in the express section I just wanted to get my car back and leave immediately since Jasmine left me stranded and Joann had also gone home. I was completely livid with the xxxx POOR customer service. He printed my service sheet, I signed it and I left. I will NEVER use/refer this dealership to anyone. A 2-3 hour service lasted over 8 hours and the entire time the Mercedes Benz Fort Washington dealership had my vehicle and did not top off any of my fluids. I try to be understanding of the additional pressures that the pandemic has impressed upon us all as a society but no accountability, leaving a customer in dark, and not communicating properly is not due to Covid-19 nope that is just xxxx POOR business practices. More