Came in with family to return their lease and help them - Elau1
Came in with family to return their lease and help them with the process. To be clear, we had an absolutely fantastic experience here. Let’s start with some history and establish the historically bad here for context:
We came in for a lease return following a pretty poor experience with our first gen GLB. It was riddled with small electronics and misc issues within the first 100 miles. No that’s not a typo, borderline lemon it was that bad. We barely drove it 100 ish miles and already had noises and what might as well been a Christmas tree on the dash. However because these issues, and there were many, were small and not catastrophically bad in terms of safety and driveability, there was only so much we could do (or wanted to waste time doing). All of the issues were either addressed after multiple visits or simply not addressed at all after being given a half baked reason. We were literally told a loud squeaking noise on cold start and one that came back longer drives were “characteristic” of the vehicle because they “started a few other GLB’s on the lot and it made the same noise”. I’ll let the readers process that (it was fixed TWO years later btw). A real shame at the end of the day, but let’s chalk it up to bad luck and 1st gen issues (production location of the GLB aside).
To be clear, my family and I have been customers of this dealership for over 10 years now and have always had good experiences up until the GLB, just wanted to highlight this experience after not having very many redeeming factors up until we met Isabelle.
Now the good, and I cannot stress this part enough in my thanks:
I don’t often write reviews, least of all for dealerships, but considering what a fantastic experience we had at Mercedes-Benz Arcadia recently, I really felt compelled to do so. After a number of not so great experiences during our GLB ownership, something we shared upon sitting down, Isabelle was quick to acknowledge it and immediately took the steps to help us get into what we wanted. She not only took the time to get to know both of individually, but also made it personable and more importantly, organic. We all know what these conversations are for, but to have it done on a way where it wasn’t forced and life experiences are shared goes a long way. All of this to say, it felt like less of a forced or rush transaction, and more of a conversation first. Something you’d be hard pressed to find in sales now, especially in so automotive sales in any capacity. Isabelle made sure we were able to look at any vehicle we wanted, even if it was parked in a dark corner of the cosmos. She went and grabbed each vehicle and pulled it right up for us to take a look at, even if it was the same spec, same color. She made sure we were sure of what we wanted before discussing anything else and really took the time to do it. She also fought for the numbers we had in mind and did everything she could to make it happen vs the ol’ wait and bait approach.
Isabelle was an absolute 11/10 from start to finish. She was patient, understanding, detailed, and very attentive to our needs. A rare find in the automotive sales let alone auto service industry. If I owned or managed this dealership in any capacity, I would fight to retain this woman and promote her at all costs.
We will definitely be coming back to Mercedes-Benz of Arcadia for another vehicle and will certainly refer people to this dealership again. Many thanks to Isabelle W. for her patience and generosity. Special thanks to Finance Manager Billy Kwan as well for the very quick and efficient paperwork process. Your kindness and generosity does not go unnoticed.
To the management at Mercedes-Benz Arcadia, if you ever stumble upon this or catch wind of it, please do give Isabelle and Billy our many thanks. They deserve recognition for their exemplary service.
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