Mike Smalley

UPDATE-AUGUST 2026 I am updating my original review because, unfortunately, the customer service issues I described have continued long after the sale. It is important to point out that the sales proce because, unfortunately, the customer service issues I described have continued long after the sale. It is important to point out that the sales process itself was equally disappointing, and the experience since the purchase has only reinforced the concerns expressed in my original review. It has now been almost four months since I purchased my vehicle on May 2, 2026, and I am extremely disappointed that I am still having to pursue refunds and reimbursements that should have been resolved months ago. After more than two months, I finally received reimbursement for the new license plate/tag that I was incorrectly charged for despite providing my registration in advance and specifically requesting that my existing plate be transferred. While I appreciate that the reimbursement was eventually processed, it should never have taken more than two months and repeated follow-up to correct an error that occurred during the original transaction. I also still have not received reimbursement for my Uber ride from the airport, despite being told multiple times that the dealership would reimburse me for that expense. The warranty and protection products have been another ongoing issue. I canceled the incorrect extended warranty that was sold to me, the key replacement warranty, and the maintenance package. I received confirmation from the dealership on June 3, 2026, that these cancellations had been submitted. Nearly 90 days later, I have received refunds for the extended warranty and key replacement coverage, but the maintenance package refund remains outstanding. Because I was unable to get these matters resolved directly with the dealership, I eventually involved Mercedes-Benz national customer service in an attempt to obtain assistance and answers. Unfortunately, even after Mercedes-Benz became involved, the dealership has refused or failed to provide them with the information and answers needed to resolve my concerns. It is extremely troubling when even the manufacturer's customer service representatives are unable to obtain answers from one of its dealerships regarding a customer's unresolved transaction. What is perhaps most disappointing is the dealership's continued lack of communication. Since posting my honest review about my experience, the dealership has essentially stopped communicating with me altogether. Rather than addressing the concerns raised in my review and working toward a resolution, I have been left to repeatedly pursue answers on my own. My original review was not posted to be malicious or unfair. It was an honest account of my experience as a customer who traveled from Michigan to Illinois expecting the level of professionalism and customer service associated with the Mercedes-Benz name. Unfortunately, the problems did not begin after the sale--the sales experience itself was disappointing, from the unexpected change in salesperson and lack of preparation to the plate error, inadequate explanation of warranty options, and overall lack of attention to the customer experience. The continued lack of communication and unresolved refunds after the sale have only made that experience worse. At this point, almost four months after purchasing my vehicle, I should not still be chasing this dealership for money owed to me or involving Mercedes-Benz national customer service simply to obtain basic answers. I am asking the dealership to complete the maintenance package refund that was confirmed on June 3, honor the Uber reimbursement that I was repeatedly promised, and provide Mercedes-Benz customer service with the information necessary to address my concerns. The true measure of customer service is not simply how a dealership treats someone while making a sale, but how it responds when something goes wrong. Unfortunately, based on both my sales experience and everything that has happened afterward, this dealership has fallen far short of what I expected from any dealership. More

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⭐☆☆☆☆ I traveled from Michigan to Illinois to purchase a luxury vehicle from this dealership, expecting the level of service and professionalism associated with the Mercedes-Benz brand. Unfortunately, wha a luxury vehicle from this dealership, expecting the level of service and professionalism associated with the Mercedes-Benz brand. Unfortunately, what should have been an exciting and memorable experience has turned into a month-long frustration due to poor communication, unresolved issues, and a lack of accountability. Before arriving, I had spent considerable time working with a salesperson and had built a good rapport with him. However, I was never informed that he had left the dealership until I arrived ready to purchase the vehicle. My deal was then handed off to another salesperson, Andrew, who appeared unfamiliar with many of the details and did not seem invested in ensuring a smooth customer experience. One of the biggest issues involved my license plate transfer. Prior to my arrival, I provided my registration and clearly requested that my existing plate be transferred. When I reviewed the paperwork, I discovered that a new plate had been ordered and charged instead. I was assured the issue would be corrected, but more than a month later I still do not have a clear answer regarding the status of my plate transfer or reimbursement for the fee I was incorrectly charged. I also have not received reimbursement for the Uber ride from the airport to the dealership, despite being told that it would be covered. Another disappointment was the lack of communication regarding warranty options. Questions I asked could not be answered without repeated trips back and forth to the finance department, and I later learned there were warranty coverage options available that were never fully explained during the purchase process. Perhaps most disappointing has been the lack of response from management. I contacted the Pre-Owned Sales Manager, Darren, multiple times regarding these issues and was repeatedly told to wait for updates. I also contacted the General Manager by both phone and email more than three weeks ago and have yet to receive any response. While waiting at the dealership, I also noticed other customers being offered refreshments and basic courtesies while I was largely overlooked. Although minor by itself, it added to the overall feeling that my business was not valued. More than a month after my purchase, I am still waiting for answers regarding my plate transfer, reimbursement for expenses, and acknowledgment of the concerns I raised. A luxury vehicle purchase should not end with this level of uncertainty and lack of follow-up. Based on my experience before, during, and especially after the sale, I cannot recommend this dealership. More

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Matt was fantastic, wasn’t even looking to buy a car. Was just driving by and stopped in. So glad I did, leased a stunning CLE 53 AMG. Matt is epic, go buy from the Aussie! Was just driving by and stopped in. So glad I did, leased a stunning CLE 53 AMG. Matt is epic, go buy from the Aussie! More

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