Jhonathan Linares

Friendly Sales Experience, But Serious Concerns About Product Knowledge and Resolution We purchased a used Mercedes-Benz from this dealership for approximately $46,000 on May 28. While the staff wer Product Knowledge and Resolution We purchased a used Mercedes-Benz from this dealership for approximately $46,000 on May 28. While the staff were friendly during the sales process, our experience ultimately raised serious concerns about product knowledge and how problems are handled after the sale. Safety features were very important to our family, and we specifically discussed them with the salesperson before purchasing the vehicle. Mercedes vehicles have complicated packages, option codes, and equipment configurations. As ordinary consumers, we relied on the salesperson’s professional knowledge to understand what this particular vehicle was equipped with. We later discovered that the vehicle did not have the rear cross-traffic safety/alert feature we believed it had based on those discussions. What concerns us most is that when we recently returned to the dealership because we thought the feature was not working, the salesperson initially believed the vehicle had it too and thought it was a general feature. Only after additional research did he determine that it required a specific package that our vehicle did not have. This demonstrates exactly why consumers depend on dealership professionals to accurately explain complicated vehicle configurations. If even the salesperson initially had difficulty identifying whether the feature was included, it is unreasonable to expect an ordinary customer to recognize the distinction from a complicated equipment/configuration sheet alone. We tried to find a fair solution. We offered to return the vehicle while accepting a reasonable amount of depreciation for the approximately three months we had owned and used it. Instead, the dealership appraised the approximately $46,000 vehicle at $35,800, more than $10,000 below our purchase price after only about three months. They offered an additional $1,000, but only if we sold the vehicle back to them or purchased another vehicle from the dealership. We understand that vehicles depreciate and dealerships need to operate profitably. However, we do not believe it is fair to shift nearly all of the financial loss onto the customer when the purchase decision was made based on an incorrect understanding of an important safety feature. We were willing to absorb a reasonable share of the depreciation and hoped the dealership would meet us somewhere in the middle. This safety feature was especially important because the vehicle is used by a relatively new mother transporting young children. We were disappointed by the lack of consideration, understanding, and empathy for the real-world safety needs of a new mother and families traveling with young children. We also had an uncomfortable experience when optional products were presented during the purchase. After we declined the additional products, the person presenting them responded, “I really can’t believe that.” We felt this was inappropriate and unnecessarily pressuring. Customers should be able to decline optional products without being made uncomfortable about their decision. The dealership has many positive reviews, and the staff can certainly be friendly. But our experience taught us that friendly service is not the same as sufficient product knowledge or taking responsibility when incorrect information affects a major purchase decision. My advice to other buyers is simple: verify every important safety feature, package, and option in writing before purchasing, even if the salesperson tells you the vehicle has it. More

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My personal experience with Herb Chambers Mercedes-Benz of Boston was Outstanding on every level… professional friendly service was phenomenal…Thank you!!👍🏽💪🏽 of Boston was Outstanding on every level… professional friendly service was phenomenal…Thank you!!👍🏽💪🏽 More

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The customer service rep Schnider was very helpful and professional took care of loaner car and I highly recommend him professional took care of loaner car and I highly recommend him More

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Everyone we dealt with was very professional, courteous, and knowledgeable. Also, the staff is very friendly. and knowledgeable. Also, the staff is very friendly. More

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Good dealership they work well with customers made my process easy. My first Mercedes experience. process easy. My first Mercedes experience. More

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Excellent, respectful and courteous staff. Efficient and customer oriented. Explained service expected and was kept updated while I waited. Efficient and customer oriented. Explained service expected and was kept updated while I waited. More

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As always, excellent customer service. Have been buying cars from them for many years, and always satisfied. Have been buying cars from them for many years, and always satisfied. More

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My experience with Mercedes-Benz of Boston was phenomenal. Jonathan is the best salesperson that I highly recommend, from answering your call to getting you the car of your dream, STRESS FREE. He phenomenal. Jonathan is the best salesperson that I highly recommend, from answering your call to getting you the car of your dream, STRESS FREE. He will above and beyond for his customers and get you what you need. He makes the process fast and easy, I'm telling you, DO NOT WAIT, make the phone call and ask for JONATHAN! I'm grateful for you Jonathan More

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Jhonathon went above and beyond in my S coupe purchase. He answered all my questions AND provided helpful advice. This is the second Benz I have purchased from Jhon. He was great on the first car and even He answered all my questions AND provided helpful advice. This is the second Benz I have purchased from Jhon. He was great on the first car and even better on this. Like Herb's billboards say " he didn't sell me the car, he helped me buy it". Even after the sale, he is continuing to help me with my new purchase. Jhon made it a terrific experience! More

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Best customer service and support. From initial phone calls, to salesmen and staff. I highly recommend Mercedes of Boston. From initial phone calls, to salesmen and staff. I highly recommend Mercedes of Boston. More

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