Tim Kelly

Extremely Disappointed — Customer Service Should Not End After the Sale I previously left a review regarding our experience purchasing two luxury vehicles from this dealership. Unfortunately, what initia After the Sale I previously left a review regarding our experience purchasing two luxury vehicles from this dealership. Unfortunately, what initially seemed like an unpleasant interaction with management has become an ongoing nightmare of unresolved issues and broken promises. After purchasing both a Cadillac Escalade and a Mercedes-Benz G-Wagon, we are still waiting for several issues to be addressed. My biggest concern is the missing wheel-lock key for our Escalade. I am a mother of three young children, and I am genuinely afraid to drive a vehicle that costs as much as a house because of what could happen if I experienced a flat tire while traveling with my children. To make matters worse, I have already taken the Escalade to another GM dealership in an attempt to resolve this issue myself. Their technicians informed me that they could not safely remove the locked lug nuts without risking damage to my rims. Let that sink in. I purchased a luxury vehicle, and I am now driving around knowing that if I get a flat tire on the side of the road with my three small children, even another GM dealership has been unable to offer a straightforward solution without potentially damaging my vehicle. How is that acceptable? Why should I have to choose between risking damage to my expensive rims and worrying about being stranded on the roadside with my children? This is not simply an inconvenience. This is a legitimate concern for my family’s safety and my peace of mind, and it should have been treated with urgency from the beginning. On top of that, the Escalade’s key card still does not program correctly, and we had to pay $300 out of pocket for emblem installation that the selling dealership was originally supposed to complete. The G-Wagon’s settings also have not been reset, preventing us from connecting it to our Mercedes-Benz app. Claudio personally stepped in, offered to help resolve these issues, and provided his direct phone number. Unfortunately, his promises have not translated into action. He specifically stated he would call me on October 26. Today is November 3, and I have received no call. My follow-up messages have gone unanswered despite being read. What makes this experience even more disappointing is that Tim, the salesperson who went above and beyond to accommodate our family, was terminated following our purchase. We were informed that his termination was related to allowing us to sign paperwork in the common area while traveling with our infant. Meanwhile, the actual issues with our vehicles remain unresolved. We purchased two luxury vehicles from this dealership within weeks of each other. I am not asking for special treatment. I am asking for the basic level of service, accountability, and follow-through that any customer deserves. I should not have to beg a dealership to provide the equipment necessary to service a vehicle they sold me. I should not have to chase down employees for weeks. And I certainly should not have to feel afraid to drive my own children in a vehicle I paid this much money for. I hope ownership takes these concerns seriously because the lack of urgency, communication, and accountability has been incredibly disappointing. Customer service should not end when the sale is finalized. And a mother’s peace of mind should never be an afterthought. More

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Huge thanks to Niram and his entire team from Rich and the team in service. As a new resident to the area they went out of their way to earn my business. They white gloves my order, trade-in, and deliv the team in service. As a new resident to the area they went out of their way to earn my business. They white gloves my order, trade-in, and delivery to ensure I was 100% satisfied in this world of crazy supply chain and inventory issues. Thank you MW team. You’ve earned a lifelong customer with me and my family. More

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Couldn’t ask for an easier car buying experience. Didn’t expect to buy a 1961 MG through a dealership but I would 100% recommend anyone go to Alex at MWC in Barrington for ANY car. I will certainly be retur expect to buy a 1961 MG through a dealership but I would 100% recommend anyone go to Alex at MWC in Barrington for ANY car. I will certainly be returning my business More

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Rick was great to deal with. He was a pleasure to negotiate with on my trade and with the purchase of my Escalade. He had great follow up with out being pushy. Adam in service took care of a minor negotiate with on my trade and with the purchase of my Escalade. He had great follow up with out being pushy. Adam in service took care of a minor issue replacing the center consul that seems to be an issue with the Escalade quickly and professionally. More

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This company stands beside their product. From sells rep.Bill Heussner to service Ross Ware and GM Rick Ayash, you couldn’t be in better hands! rep.Bill Heussner to service Ross Ware and GM Rick Ayash, you couldn’t be in better hands! More

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Was greeted warmly and taken care of. Everyone explained all of my options and put me at ease throughout my time there. My 3rd Cadillac from this dealership and certainly won't be my last all of my options and put me at ease throughout my time there. My 3rd Cadillac from this dealership and certainly won't be my last More

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