Category: | Mercedes Benz Dealer |
Address: | 19750 Germantown Rd, Germantown, MD 20874, USA |
Phone: | +1 301-601-5500 |
Site: | eurogermantown.com |
Rating: | 4.2 |
Working: | 9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 9AM–7PM 9AM–5PM Closed |
A
A Private User
Dont go to the Germantown dealer. The place is terrible! The sales manager is very arrogant and the sales consultants only care about themselves. I tell you what happened to me at there recently. Im interested in buying a c300 and I called the dealer directly and they directed me to a sales consultant named L, and I asked a bunch of questions. He agreed to send his contact information immediately but I didnt received in two hours. In the mean time, i had another questions, so I called in again. No one answered the phone this time. A few minutes later, I called again and this time I was connected to someone named J. I only asked one question about how many cars they still have. He didnt reply me and said he will call back in a while. But he didnt call me in two hours. So I visited the dealer by myself. I was introduced by the front desk to this L. I said I talked to someone else too, I would like to thank her - M. He then was not very happy but he pretended to say that he and her would both like to serve me. Of course I was concerned with his commission. so I asked him if that means he has to share commission. He said no no no. Then I agreed working with two of them. We tested it and picked a car. We offered a price but didnt work out. So we left. Later on, I got a call from M and was told to come back with the price we offered. At the time, we were already at another dealer and wanted to negotiate for the price. But since Germantown agreed the price, we thought we have been there and agreed to go back to close the deal on Monday. However, that J, called me many times on Monday (people are working on Monday and maybe in meeting. dont keep calling!). He said he had the answer for my question - number of cars available - finally! I told him that I have been working with L and M. The offer didnt work with L but with M So we are going to go ahead with M. He was very nice on the phone, saying thats great...as long as you are taken care of..If we would have worked with him, he can do work with a lower price too...balabala...Here I’m going to tell you why this guy is such a jerk. He hung up the phone and went to the sales manager and said that M was going to give away company profit to get a client. If we are going to buy a car, three of them have to share the commission. Here is how the internal politics come in and they totally forget that customer service is the most important thing! The sales manager, trying to avoid internal conflicts, declined our offer.They wasted our time by having us visit twice and with the expectation to drive the car home! What a bad dealer! When we walked out, the sales manager said that you are not going to buy this car at this price around this area. Thats why hes arrogant. You know what, the second I walked out and called another dealer. They agreed with our price! But we are now thinking if its worthwhile to buy MB at all. So, if anyone wants to buy a car, please go to elsewhere or buy another brand. The sales consultants there only care about their own interest. Mercedes-Benz sucks.
PI
Ping Wang
The other day I received a service coupon in the mail and decided to give this dealer a try, which turned out to be a disaster! When I called Monday to make an appointment to have the GPS in my car updated, both the Parts department and Services department said that it would not take long and I should plan just waiting there while the GPS updating was performed. The Service department representative said that the coupon I had received were applicable to the service I would need. When I arrived this morning (Wednesday), the first substantive sentence advisor Jeffrey Balkin said was that he was not sure whether the coupon that got me hooked was applicable to this service. After consulting his manager, he got the green light. Then I waited there for two full hours, during which no one even stopped by the waiting area to tell me what was going on or how much longer I had to wait. I finally went back to Balkin and he then placed a call to the technician. After some further delay, his answer was that the GPS updating was still going on and he was not sure how much longer I should wait. He also said that "usually it takes about 1.5 hours to get this kind of job done." At that point (2.5 hours have already passed since my arrival), I asked to see the service manager to provide an explanation. After some further delay, the service manager Jon LaFond appeared and said the job was done. Then when Balkin processed my payment, it took him another 30 minutes to figure out the computer system to get the right amount. So a 1.5-hour job turns out to be a 3-hour wait. The worst part is their lack of care for customers needs and feelings. They put me in the waiting area for two full hours without even stopping by once to give me any update. When I requested to see the manager, Balkin blamed the call center for setting wrong expectations (about the waiting time). But Balkin himself said that this kind of job takes about 1.5 hours and he didnt even bother to let me know what was going on after 2 hours of waiting. Is he suitable for advising and serving customers? I dont think so.
JO
Joseph Stagnitto
I never wrote a review before but I felt the need to warn others about the shoddy service I had experienced at this dealership. I went in to pick up my car after it was serviced and was ignored for a while. I went to hunt some service advisor and was told to go directly to a cashier to pay for the services given to me but did not explain what services were provided. I asked the cashier was services were provided and she said she didnt know. Just sign and pay for the "services". Twenty minutes later I got my car. I found the replaced windshield had a ton of dust all around the perimeter. I went to get the service advisor to get him to clean it and we found that the windshield wiper was broken. I asked for the supervisor and showed him what happened. He saw the broken wiper but he said he didnt understand what I was talking about. "What is wrong" he said. Clearly the broken wiper was invisible to him evidently. Horrible experience. After I started driving home I noticed that there was air coming from the seals around the windshield and it was not fixed properly. I pulled over and called them to ask if I could return for them to inspect these problems and they said that Id have to make an appointment first. So I had to drive home with the potential of the windshield caving in on me which is life threatening. That thought didnt seem to bother them. Ive never had this kind of crappy service from any other dealer. Lexus service is outstanding. This place sucks. Ill never come back.
CH
Chuck Lin
1. I have a brand new Mercedes Benz C300 2015. Only 10 days old, the bottom of window-shield cracked from the driver side to the passage side when I turned on the max hot air button to clear foggy windows. I cannot enjoy my NEW car because I waited 7 days for service and park NEW car in my garage. After 7 days, I wait another 34 hours to get car. 10 days drove new car and another 9 days wait to fix: this is my first MB car experience in 19 days. 2. After that, more horrible story at customer service: I pick up car from dealer with dirty windows and I have to ask service guy to clean. We found the window shield wiper was broken too. My first customer service experience: no one inspect car before give to customer. No one told me in person what jobs have done. This is my first MB Car Service Experience!!! 3. When I drove home, it made funny sound for at least 10 times for 10~30 seconds duration. I did record video via my phone. I suspect the window shield leak air and it may crack again due to poor installation with dirty dust around the window. So I call service to bring car back for inspection and want to talk to manager. They ask me to make appointment first. It is life threatening. It looks like MB service didnt seem to bother. Ive never had this kind of crappy service from any other dealers. Lexus service is outstanding. This place sucks. Ill never come back.