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I bought my first Mercedes ( 2016 C-450) from here and noticed over the course of a month or so air was slowly leaking from the tire. Long story short... it turns out the car I bought had two cracked rims, one of which was previously welded and repaired and the weld was failing. The Mercedes dealership claims and I quote in a very condescending tone “you wrecked your car, and now you expect us to fix it” wow, really? I drove this car less than 1000 miles and their claim is that I hit potholes big enough to crack both front rims, took it to the shop, got it repaired and the weld failed so I then brought it back after 5 months of ownership and tried to con them into giving me a new rim. It’s a 50k Mercedes, what am I driving in a glass slipper? I’d expect Mercedes to do the right thing and cover it, or at least not accuse me of lying and by the way they were very defensive when I even explained the problems I was having. Not the kind of customer service I’d expect out of Mercedes. I have kids, don’t even feel safe driving this car at this point. I’ve submitted a complaint to the BBB, shockingly, no response, I guess I’m not surprised this is right on par with the service I received so far. Awful customer service...
Hello there, Keith. I would like to take this opportunity to address your situation as simply as I can. Our dealership prides ourselves on the quality... vehicles we sell. Unfortunately, since you’re vehicle has driven an additional 10,000 miles since its purchase, it’s difficult to take accountability for these new cracks in your wheels. I am sorry that we could not come to a resolution that you was satisfactory for you. If you would like to continue this discussion, please give me a call directly and we can get this sorted out. – Ray Gunn, General Manager
My experience with this dealership service department has been a long frustrating ordeal. What was supposed to be a 1 day repair turned into a 10 day repair... due to a part arriving broken. I wasn’t offered a loaner car until half way through the wait. When my car was finally finished it was returned to me dented! I am now still trying to get that resolved a week later. I live two minutes away from this dealership, but I’ll have to consider driving 40 minutes to Farmington for future service. I only visit service departments I trust, and this one hasn’t earned it yet.
Thank you for reaching our regarding your longer than expected service experience, Jen. As you can imagine the world of auto-maintenance is unpredicta...ble but we try our hardest each day to provide a quick and easy experience for our customers. We were just as frustrated as you were when that part arrived broken and apologize if we haven't been able to resolve this situation quick enough. We appreciate your patience and hope we can continue to work together to make this right. - Mike Choate, Service Manager, (801) 222-4400
Love the service and character of the store. Love our three Mercedes as I know they will be well taken care of and that Jesse Green and the team are always... focused on meeting our needs as we look to the future.
Dan, your Mercedes vehicles are definitely in good hands. Jesse will continue to take great care of them and you going forward and we can't thank you ...enough for your loyalty to the brand and to our dealership. Thank you for the rating! -Ray Gunn, General Manager
Great service Chris and team!!! Very fast and went above and beyond when I got a flat on my new car.
Thank you for your great recommendation, Jamie! Chris and the team were happy to assist you however possible. We hope to work with you again in the fu...ture! - Mike Choate, Service Manager
Service dept is great and Chris the assistant service manager is very helpful, knowledgeable, and friendly. I reaappreciate him very much
Thank you for coming in, John! Chris and the team were glad to provide a top-notch service experience. If there is anything else that we can do for yo...u, please don't hesitate to let us know! - Mike Choate, Service Manager
fast, concerned about my specific time situation, kind and knowledgeable
Thank you for coming in, Stanton! It has been our pleasure to assist you and your vehicle however possible. We hope to work with you again soon! - Mik...e Choate, Service Manager
They were polite and quick. Facilities are nice and comfortable.
Thank you for taking the time to leave a review, Mary! We were happy to make your wait as short and comfortable as possible. Come back again soon! - R...ay Gunn, General Manager
treated me very well. I was happy with the end result.
Thank you for your short and sweet review, Donnel. We hope to work with you again in the future! Have a great day. - Ray Gunn, General Manager
This is my third Mercedes. Taylor has always been my service advisor. Love Taylor!!!!!!
That's fantastic to hear, Cassie! Taylor and the team were thrilled to help you get into your third Mercedes! We appreciate your continued support and... hope to work with you again in the future! - Ray Gunn, General Manager
Got me in quickly without an appointment, got the repairs done quickly and the finished price was less than the original quote. Great Dealership!
Thank you for the great review, Ted! It's great to hear that your service visit was quick and easy. We hope that you'll come back to Larry H. Miller ...Mercedes-Benz Draper in the future. - Mike Choate, Service Manager