Mercedes-Benz of Rocklin

I had to go back 3 times for the same issue - I ended up going back to the Arden Mercedes location, because this location had me come back 3 times - and it was frustrating - the first time I went I ended up going back to the Arden Mercedes location, because this location had me come back 3 times - and it was frustrating - the first time I went there, they kept my car for a week in a half - More

Intentionally mislead and taken advantage of by liars. When I met with my service agent to have my 4 tires replaced, he told me I must be mistaken and that according to the notes from my last visit, I shou When I met with my service agent to have my 4 tires replaced, he told me I must be mistaken and that according to the notes from my last visit, I should not need new brakes. He suggested that it is probably a sensor and that at most I may need new pads in the front 2 wheels. As he was filling out the paperwork our small talk touched on how I was recently disabled and that I was staying in Roseville to help a family member who is at home in her final days of hospice. I informed him that my mother who lived in the Bay Area would be paying for the tires and that upon inspection of the brakes, that he should call her with his findings. I was very clear that since I was borrowing the funds and due to my mothers fixed income as a senior citizen and my own as and disabled student, he was to receive approval from my mother at the phone number I provided, before proceeding with any work beyond the new tires. He printed out the paperwork and updated my insurance information for the loaner vehicle. I reminded him of my request the day earlier as well as when I had originally made the appointment, that if at all possible I could please have any car besides a GLA simply because it would be nice to experience something different. He replied that he could probably do that for me and had a few options available that I should really enjoy driving. As he reviewed the service paperwork, and requested my signature, I noticed that it had listed charges different that we had discussed just moments ago. In addition to the “amazing out the door tire pricing with rebate” that he had texted me a few weeks earlier (to lure my back to Rocklin Mercedes after my first disappointing experience with the same service rep), he listed additional tire service/labor charges and parts fees, and most disturbingly charges for parts and labor for new rotors, pads and accoutrement for all 4 wheels. Upon seeing these charges I protested and reminded him of the price he quoted me for the tires, to which he assured me that the rebate would take care of the over charges in question. When I inquired about the brakes and as to why he listed them needing replacement as well as reminding him of my financial constraints, he assured me that it was just so I knew what the maximum possible charges would be. He went on to reinforce his understanding that he would contact my mother after the inspection had taken place to inform her of the mechanics findings and allow her to decide whether any work would be approved at this time or saved for a later date. I objected when he insisted I sign the bottom of the document and started to cross off and make notes to reflect that approval was needed before ANYTHING BEYOND NEW TIRES was to take place. He pulled the paper back and said that this was just for the mechanics to know what they should be looking for and that all work would have to come to him for approval after their inspection. He was adamant that there was no need to mark up the document other than with my signature and doing so may confuse things. Reluctantly I signed. I knew better. I knew I couldn’t trust this guy... only a few weeks earlier he tried to tack on charges in excess of $900 for repairs that were completely covered under my warranty. He quickly tucked away the signed papers and handed me the keys to my loaner and said that it was all the way in the back left corner of the lot and to use the unlock button to identify which one was mine. I was disappointed to see a stock GLA250 but not ungrateful nor upset enough to walk back to the service center. The details of my previous visit were fuzzy at the time and it wasn’t until after laying in bed later that night that I remembered that he had also had me sign off on the $900++ charges when I dropped off my car during our first interaction. And that when I had picked up my car that first time at Rocklin Mercedes, I choked at what I was asked to pay. It wasn’t until I was able to get him out of hiding, and bring his memory back into clarity, that he reluctantly removed the charges. My preferred Mercedes Service Center in the Bay Area later confirmed that there should not have been any charges for the work done, just as there had never been upon any service visit up until this point. It came crashing back like a ton of bricks how I felt so victimized and taken advantage of by this creep. My trust had been violated and the image I previously held for Mercedes was vastly damaged. I was angry at myself for not remembering my experience and hoped that things would be different this time around. The next day my mother called me crying asking me why I had not asked her before approving charges that were so much greater than what she and I had discussed and far outside what she was able to afford. Apparently she had never been called with the findings of the inspection but instead the very same service agent that had promised me up and down that no work beyond tires would be performed... had convinced my mother that I had already approved all of the work to be done and that if she did not provide payment, I would not be able to get my car back. He informed her of the rise in the daily rate of the loaner if not returned after 24 hours and scammed my confused, senior citizen mother, out of her credit card credentials and processed the charge. I was livid. I drove over to the dealership first thing the next morning to pickup my vehicle and to demand an explanation from this snake of a service representative. He was not in the office that day so another gentleman stepped in to help me. He was very understanding and sympathetic. He sought the assistance of a supervisor from the sales division as there were no superiors available in the service department on that weekend. I was reluctant to take my car and expressed to them that I did not want to drive off the lot if I would be stuck paying for these repairs that were not approved in fear it would eliminate my ability to receive a refund. After hours at the dealership on a Saturday, and after repeating my story numerous times to more than 3 additional, profusely apologetic managers (I believe all the way up to the Assistant General Manager or #2 in charge of the entire dealership), the cashier had left for the day and a refund would have to wait until Monday. I left with the promise taking my car would have no affect on any refunds and of a phone call the next day or Monday at the latest from the service manager who was on vacation but somehow available on Monday. He assured me that the service manager would not be in the Bahamas as mentioned by the cashier, but that he would reach out and would be able to rectify the situation to my satisfaction. Next day... no call. Day 2... no call. I believe it was Day 4 that I finally called that Sales rep who promised to take lead and not let me down. He apologized and explained that his manager was still out of town and the he wouldn’t return for over a week. Weeks passed and I called again. He answered with more excuses and apologies. “How can we fix this for you and make you happy so we can keep you as a customer?” I asked that the unapproved work be refunded. “We can’t do that..... You signed the work order” After arguing for several minutes I said, “refund the labor. And most of all refund any commission earned by the sales rep who lied to both me and my mother as well as scammed my mother out of her retirement savings.“ he was unable to do that either. Finally I inquired if he would be able to replace my windshield (since I had just taken a rock to the center of the passenger side from the construction on hwy65) and update the map in my gps. He sounded agreeable and said he would look into it and get back to me. That was weeks ago. I’ve left messages for everyone who’s business card I was given and no one seems willing to take my calls or meet with me when I stop by the service center. This is plain and simply the most atrocious customer service I have ever received or heard of anyone else receiving. Thievery, lies, deceit, unreachable, and no concern at all with fixing the problem. I hope the criminal service agent is fired. I hope the other service agent is reprimanded and retrained. I hope the service manager is scrutinized and that he takes a look through his team and their practices with a fine tooth comb. I hope the rest of the managers all the way up to the top are embarrassed and humiliated that this goes on under their watch and under their roof. More