Tom Rutledge

I am writing to inform you of my recent experience at the Mercedes Benz Euro Motorcars dealership in Devon, PA. The following are the events that transpired: On April 11, 2023, I dropped off my 2016 300 C, Mercedes Benz Euro Motorcars dealership in Devon, PA. The following are the events that transpired: On April 11, 2023, I dropped off my 2016 300 C, that I purchased from this agency, for service. While I was waiting for the loaner car, I went to showroom to look at the 2023 300 C models. I met Quintin Campbell a new sales associate at the agency. Quintin was great! He was bright, friendly, and extremely knowledgeable. We went on a test drive, and I was hooked. When we returned to the agency and discussed the features I wanted in the new car, he told me that a model I was interested in purchasing was expected to be delivered later that week. After agreeing on a purchase price, I signed the sales agreement and left a $1000 deposit. A few days later Quintin called and informed me that the vehicle had not been delivered as promised. He anticipated it would arrive the following week. I contacted him in the beginning of the following week; he informed me the vehicle was “on the water.” I told Quintin that I could wait and was leaving for a trip that Sunday. I told him if the vehicle could not be delivered on Friday, April 21st, I would complete the purchase when I returned two weeks later. Upon returning from my trip, I called Quintin who informed me they could not find the vehicle. I found this difficult to believe. In my experience automobile agencies do not lose vehicles. He told me Devon would find another car with the same features, he also told me the agency had received another 300C that had more features and would cost more. I told him I wanted the car we had agreed upon. By this time, I was very frustrated and decided to call the General Manager, Randy Clements, to discuss my experience. I left my phone number in his voice mail. The next day I had to bring the car I had just paid over $500 to service back to the Agency to fix a problem that apparently resulted from the service. While I was waiting I stopped in the showroom to speak with Quintin to find out when I would get my car. Since I was at the agency I asked if I could see the vehicle with additional features he had told me about and was informed that it had been sold the night before. A few days later I called and was informed that another car had been located and would be transported to the dealership. When I asked when it would arrive I was told it was enroute. Later that day or the next Quintin called and told me the car had arrived, but it needed a part that had been ordered. I asked when it would be ready and was told I could pick it up on Friday, May 12th at noon. On my way to the dealership Quintin called and said the car would not be ready as promised. I told him if the car was not ready I wanted my deposit back. When I arrived at noon and the car was not ready I told Quintin I was done. I asked for the return of the $1000 deposit; he told me he would get the check. Instead of the check his sales manager came out and asked me how he could make up for all of the problems. He offered to give me an additional $500 or $1000 off the price. I told him I did not want the money, indeed I found this offer an insult. The sales manager said they would reverse the transaction with my credit card company. As I write this email on May 20th, I have been informed by American Express, the charge has not been reversed. I called the dealership and was informed they needed something from the salesman. I left this dealership and immediately drove to Mercedes of West Chester. I bought a car a took it home that day More

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