Had a horrible experience today! Had cash stolen from the center console of my car while it was being maintenanced, but that's not even the worst part! I waited for a phone call from the Service Director (Jason) for 5 hours...didn't get one so I went back in person. He says he did an investigation, didn't find out who stole the money, but would give me a check to reimburse me. He didn't say I am so sorry, this is not the kind of care you deserve as a Mercedes Benz customer, I apologize for this major inconvenience, let me at least fill up your car with gas for having to come back here...nothing! Instead he says that I can file a police report, IF I want. I say "that's it, that's all you can offer me?!" His reply "I can detail your car if you want." Not at all empathetic. While I'm waiting for the check to be printed, which is made out in the wrong name no less, I file a police report and wait to speak with the General Manager, Walter. He finally comes up to me and says "I guess you're waiting to talk to me?" Yeah, I guess so! He says "let me start out by saying that legally I don't have to give you your money back, I am not liable for anything left in the car. Why would you leave money in there anyway?" BECAUSE I DIDN'T FIND IT NECESSARY TO CARRY IT AROUND WITH ME FOR 2 HOURS WHILE MY CAR WAS WORKED ON AND I CERTAINLY NEVER IMAGINED IT WOULD BE STOLEN AT MERCEDES BENZ, OF ALL PLACES. Again, not one apology from him whatsoever. The whole time he's rolling his eyes as if this is a major waste of his time. He goes on to say that I shouldn't leave anything in my car, that I can't bring my car back there to be washed because he doesn't want to deal with this again (even though that's included in what I am paying for!), that I'll probably go on to find the money in the car later on...basically that he doesn't believe me and that he's doing me some big favor by giving me a check. He says his solution is to fire all 3 guys that were in my car today since nobody confessed, and that he's sure if someone stole the money they would have admitted to it so their "buddies" didn't get in trouble. I tell him that I don't think that's fair for the two innocent guys; his response: "well you don't get to tell me how to do my job." What a jerk! I reiterate that this all could have been solved if the Service Director havd some customer service skills and he says "what else do you want, this is a moot point!" At this point, still can't believe that I'm hearing. I tell him that if he had offered me gas or something from the get go, this would have been resolved. He says "so this is all about a tank of gas?" No, this is about your poor customer care. Meanwhile, there are signs surrounding me that say "World class cara deserve first class care." Oh, the irony! I will definitely not be back at this place ever again. Even though it's a bit of a drive for me, I'm sure the Mercedes dealership of South Orlando has some tact. So very disappointing!
Kyle Farrell
Dec 22, 2016
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