It all began with a simple desire to enhance my Mercedes-Benz with Renntech performance upgrades, and Mercedes-Benz of Burlington MA was supposedly an authorized dealer. Eager to proceed, I entrusted my vehicle to their service department. However, what followed was a frustrating saga stretching over months, riddled with miscommunication, damaged parts, and ultimately, appalling customer service at Mercedes-Benz Burlington MA.
The Renntech Installation Debacle at Mercedes-Benz Burlington MA
My initial request was straightforward: Renntech modifications. Believing Mercedes-Benz Burlington MA to be a reputable and authorized dealer, I expected a seamless process. Yet, two months elapsed with repeated follow-ups yielding nothing but excuses. I was consistently told parts were out of stock. Suspicions arose when calls to Renntech directly in Miami revealed a different narrative – parts weren’t simply out of stock but rather made to order. This initiated a frustrating cycle of calls to Mercedes-Benz Burlington MA, over five times to the dealership, before finally reaching the parts manager. I clarified the process, explaining that OEM exhausts needed to be sent to Renntech for valve actuator transfer, a detail seemingly unknown to the service department at Mercedes-Benz Burlington MA. The parts manager, finally understanding the discrepancy, discovered the “out of stock” issue was actually “made to order.” After two months of unnecessary delays and my own investigative work, I managed to get the service and parts departments at Mercedes-Benz Burlington MA on the same page – within the dealership itself.
Damaged Parts and Poor Installation at Mercedes-Benz Burlington MA
Just when I thought progress was being made at Mercedes-Benz Burlington MA, another issue surfaced. Upon installation, I received a call informing me the exhaust was damaged – dented. The question arose: had no one, neither the parts manager nor the technician, noticed this damage before installation? When I inquired about a resolution, the dealership representatives at Mercedes-Benz Burlington MA passively asked, “What would you like us to do?” My expectation was clear: when paying a premium price for a service at Mercedes-Benz Burlington MA, perfection and new, undamaged parts are non-negotiable. Adding insult to injury, the initial installation was subpar, with tailpipes misaligned on one side. This marked the third month of this ordeal, punctuated by numerous trips back and forth to Mercedes-Benz Burlington MA.
Detailing Disaster and Wrong Parts at Mercedes-Benz Burlington MA
To compensate for the mounting issues and delays, Mercedes-Benz Burlington MA offered a detail. Accepting this gesture, I returned, bearing in mind the significant distance from my home to the dealership – a 45-minute drive. Upon inspection after the detail at Mercedes-Benz Burlington MA, new problems emerged. Clear coat damage was evident in several areas, and inexplicably, the detailers had failed to tape off the chrome on the trunk, resulting in buffer scratches and swirl marks. Another call to Mercedes-Benz Burlington MA, another inconvenient trip back for “service.” During this visit, the parts manager was supposed to order two rear rims. Predictably, four days later, the wrong rims arrived at Mercedes-Benz Burlington MA. My car remained at the shop for eight days. While a loaner E-Class was provided, it was no substitute for my S-Class AMG Mercedes, especially considering the ongoing frustrations with Mercedes-Benz Burlington MA.
The Loaner Car Gas Dispute at Mercedes-Benz Burlington MA
The breaking point arrived upon returning the loaner car to Mercedes-Benz Burlington MA. After enduring months of issues, I was already at my limit. I returned the loaner with a half tank of gas. As I walked towards the service advisor, a lot boy aggressively chased me down, confronting me about the fuel level. He insisted, “You have to go and put gas in the car and bring it back with gas.” Already incensed by the parts manager’s latest error, being dictated to by a lot boy was the final straw at Mercedes-Benz Burlington MA. I retorted that I “have to do anything,” especially after spending considerable money and going out of my way to give Mercedes-Benz Burlington MA my business. He persisted, threatening a charge. The loaner car manager then intervened, echoing the same demand and threatening a $15 charge. Considering my significant expenditure at Mercedes-Benz Burlington MA over the past six months, my response remained the same: “Go ahead and charge me.” Finally, the service manager approached, and I expressed my utter disbelief. The prospect of losing a valued customer over a trivial $15 gas charge, after a cascade of problems and damage at Mercedes-Benz Burlington MA, was incomprehensible.
Yelp Review and Manager’s Response from Mercedes-Benz Burlington MA
Driven to frustration, I posted a negative review on Yelp detailing my experiences at Mercedes-Benz Burlington MA. The aftermath was even more astonishing. The manager contacted me via private email, not to apologize or rectify the situation, but to insult me for posting a negative review, suggesting I should be “embarrassed” and that my business was no longer “welcomed” at Mercedes-Benz Burlington MA. This response was beyond unprofessional. As I left Mercedes-Benz Burlington MA, I informed a friend working at another dealership that I could no longer patronize Mercedes-Benz Burlington MA due to their consistent failures and disrespectful treatment.
Lost Business and Reputation for Mercedes-Benz Burlington MA
While Bernie, the owner, has built a visually impressive dealership in Burlington, MA, the customer experience is severely lacking, particularly for owners of high-end Mercedes-Benz vehicles. Having owned dealerships myself, I understand the industry. However, Mercedes-Benz Burlington MA seems to lack fundamental understanding of customer service and quality control. In a close-knit community like Boston, word-of-mouth is powerful. Discussions about luxury cars and dealership experiences are common. Due to my negative experience, and those of my friends who also purchase similar vehicles, Mercedes-Benz Burlington MA has undoubtedly lost significant future business. Even during the parts manager’s call regarding the Renntech parts, I found myself essentially doing his job, coordinating between the service advisor, Renntech Miami, and myself – a truly farcical situation at Mercedes-Benz Burlington MA. This detailed account, though perhaps with some misspellings, hopefully clarifies the extent of the issues I encountered at Mercedes-Benz Burlington MA.
