Mercedes-Benz of West Chester - Service Center

Waste of time Went there for service. New customer Set up appointment over phone. Upon arriving at dealership the service writer was rude. Pushed me aside and s Went there for service. New customer Set up appointment over phone. Upon arriving at dealership the service writer was rude. Pushed me aside and said he has other customers waiting. Made remark are you just here for one of our loaners ? My car needed open recall to be fixed I guess my repair wasn't a big ticket service order. So I was treated terribly. I left with my own car shortly after that. More

Lease turn in process. Terrible service. Sales management wanted to charge an additional $350 for service that was not due when I turned in a ML350 from a 30 month, 30,000 mile lease. The car Sales management wanted to charge an additional $350 for service that was not due when I turned in a ML350 from a 30 month, 30,000 mile lease. The car was in perfect condition and had 29,400 miles. They wanted to charge me for the 30,000 service that was obviously not due. They blamed the additional charge on the leasing company, MB Financial Sevices. Ned B the sales manager, could care less about my 13+ years as a customer or the 8 cars that I had purchased / leased and had serviced at MB of West Chester. MB Financial Services easily understood the situation simply by accessing the service records and they removed the $350 bogus charge. I have taken my sales and service business to another Mercedes Dealership. More

Poor service department performance. The purchase experience was fine. Purchased new 2013 GLK 350 4Matic with AMG appearance package with all options. The service experience was exasp The purchase experience was fine. Purchased new 2013 GLK 350 4Matic with AMG appearance package with all options. The service experience was exasperating and the resulting communications with the associated dealership employees was equally exasperating. Each time the vehicle was serviced the vehicle was returned to me with problems that did not exist when the car was initially brought in for the service. The problems were eventually repaired each time, but only because of the extraordinary efforts and communications by me. I do not have the time or the inclination to deal with this blend of repeated incompetence, arrogance and excuse making that was consistently exhibited by some of the employees of this dealership. I will simply not purchase Mercedes-Benz again. I have been told of other peoples similar bad experiences with this dealership. Maybe Mercedes corporate will eventually shed their dealers that have a problem with proper ethics and a lack of concern for Mercedes-Benz customers. Thank you. More

I just wanted to take a moment to commend the outstanding service and salesmanship I have continuously received from Michael McMahon. I have purchased my last two cars from Mr. McMahon and he always goes ab service and salesmanship I have continuously received from Michael McMahon. I have purchased my last two cars from Mr. McMahon and he always goes above and beyond what is required. He is very knowledgeable and customer orientated. He is a valuable asset to your dealership and I would not hesitate to recommend him to my family, friends and associates. More

The dealership is top line, best of the best. Great service and superior knowledge of the product. I felt very comfortable having them work on my dream car, routine service. My service advisor delivere service and superior knowledge of the product. I felt very comfortable having them work on my dream car, routine service. My service advisor delivered my car to me before the original quoted time and saved me $500.00 by not replacing my brake rotors. I wasn't sure if I needed brakes when I took it in and thanks to an honest dealership, I didn't. Mr. Bonnet was very helpful in setting up my appointment and getting me where I needed to go, what a friendly face. Keep up the good work, your dealership is the only dealership I will have my car serviced by. More

Understanding that to expect a great experience with all customer touch points is a significant challenge and to manage and maintain. However, what is achievable is when a customer escalates an opportunity customer touch points is a significant challenge and to manage and maintain. However, what is achievable is when a customer escalates an opportunity to a member of leadership that it is accepted and someone takes accountability for through resolution. Below is the escalation email that I sent to the service manager and GM. Still no response even though I've received a "thank you" email and post card but far from satisfied. Below clearly shares my experience and opportunity that never received : Date of original service: 2/24/13 Date of first follow-up:2/25/13 Date of second follow-up: 2/26/13 Date of escalation: 2/26/13 (start of email) From: Anderson, Jason Sent: Tuesday, February 26, 2013 03:42 PM To: bgunn@yourmercedes.com Cc: Mschramm@yourmercedes.com Subject: Hallmark of Customer Care? Bernie – Good Afternoon. I wanted to share with you that I had my first experience with your service department and initial visit to the West Chester location on Saturday. It’s a very impressive location however your service area needs support. During my 2012 S350’s initial visit obtaining a PA state inspection your team discovered service codes sharing opportunities with the car’s fuel pump. Understanding you only offer C classes as loaner vehicles I decided to keep my vehicle for the rest of the week and advised the tech that I will drop my car off tomorrow morning on my way to the airport and retrieve it on Friday. It was my understanding that everything was set. Yesterday I called and spoke to Craig regarding my appt to confirm and understand what the codes meant and timeframe my car should be expected in your service bays. Craig was unfamiliar with my car situation which I briefed him on. He advised either he or one of the two ladies that assisted me on Saturday will call me back before EOD with a status. Note – your technicians were unfamiliar with the service codes being shared and needed to engage Mercedes Benz on Monday when they reopened for direction. This is why I was engaging Craig on what the scope of efforts were. Today I initiated another call to your office and spoke with Greg. Greg advised that he doesn’t see any appointment for tomorrow associated to me and that Craig was unavailable. Frustrated with ownership and accountability of my situation I am moving forward to a new dealership of choice. This is not the service I would expect from a Mercedes Dealership or what the brand stands behind. As a result of these multiple opportunities I’ve cancelled my car service from picking me up from your location during my route to the airport and I will make alternate choices with who my Mercedes service department will be when I return. Fortunately as a resident of Landenberg, PA and employee in Cherry Hill, NJ I have multiple options that are convenient. While your facility may be best in class – your customer experience is below par and far from the “Hallmark of Customer Care” expressed online. (end of email) ---------- There was no response to this email with any effort to try and apologize or try to take ownership for resolution. ---------- Today 3/6/13 a follow was received as a result of this posting. Service manager advised he read my subject as spam and deleted my email without reading. Furthermore all facts above he confirmed were accurate in addition to another issue was identified. Advised that service advisor Ashley was recently promoted to this role and is learning. Happy that West Chester Benz allows first time service advisors to manage customer vehicles and relationships that exceed $100k. To resolve the issues I was offered a different advisor.... Needless to say the "Relationship Recovery" effort for my experience was pretty poor and I'll be using Wilmington DE Benz going forward. More

I had brought my car in for a rather simple service issue, and the car was kept for over a week because a part that was needed had not come in yet. So, why did they tell me to schedule an appointment issue, and the car was kept for over a week because a part that was needed had not come in yet. So, why did they tell me to schedule an appointment if they weren't even ready to service my car? What's worse is the lack of communication. My service advisor did not return my voicemails, and nonsensical explanations were provided about the repair delays. It's really disappointing that such a high-end dealership cannot provide the level of service commensurate with the price of the car I just purchased from them. While the sales experience was fine, the service side is something less than desirable. I am sure this is just an isolated incident, but again, it's something that shouldn't happen at this level. More

I had my car towed in for a problem with the key. I was told that I would have a loaner car available to 2 days until my key arrived. The key was $418 ???????????? After being charged way over what I shou told that I would have a loaner car available to 2 days until my key arrived. The key was $418 ???????????? After being charged way over what I should have, I look at my credit card statement and I was charged $122 for the loaner car. We had talked to a sales person and filled out all the paper work for a new car. We were approved and waiting and waiting for someone from service to call back. NO ONE EVEN called back. Cut off on the phone 3 times and was treated like we didnt matter to anyone. I guess when you get someones money thats it. I will not buy a new car mainly because of your service.Its not always about the money its about how to treat people. Poor service and word of mouth can truly give any company a bad reputation. Frank Manning 302-685-9006 More

John was very accomodating. When I gave him a hard time because I was confused about a part of the bill he didn’t get angry or defensive which is what I usually find at some places but, he patiently explai because I was confused about a part of the bill he didn’t get angry or defensive which is what I usually find at some places but, he patiently explained everything to me until I was satisfied. Very good job. I highly recommend him. More