Mercedes-Benz of Annapolis

Reviews 3

DA

dave cdg

This is a follow up to my initial review of last week (see below). I was contacted by Stephen, the original parts salesman who told me they did not understand what had happened but if I was unsatisfied, to bring the bumper back and they would make it right. Within hours, I was contacted by e-mail and phone from Mr. Richard Hamilton, the parts manager and told that they did not sell used or reconditioned parts. He did not know what had happened with my order but they would resolve the matter to my complete satisfaction. They both were exceptionally professional and helpful and immediately undertook the task of replacing the parts I ordered with new ones. They could not get the new bumper cover but Mr. Hamilton went out of his way to locate a dealer who thought they could get the bumper (and they did). He also ordered new tow hook covers and sent them to me by expedited delivery service. He kept me informed by e-mail or telephone every day until I had the parts I needed in hand. I was so very impressed with his concern and efforts that I have upgraded my opinion of Mercedes Benz of Annapolis from 1 to 4 stars. In spite of the initial problem I had with my parts order, I would do business with them again. They are a reputable dealer with very impressive and caring employees that can be trusted to do the right thing. Thank you again Mr. Hamilton! I bought a new bumper and 2 new tow hook covers for my AMG SL320. Paid over $2400 for the three parts. All of the parts were supposed to be brand new, original Mercedes OEM parts. I picked the items up and since they were from a reputable Mercedes dealer, I did not unwrap them from their packaging, feeling comfortable that they were as advertised. About a week later, I was able to get a slot time with my body shop and I delivered the car and the new parts for the job to be accomplished. Before I left the body shop, the technician removed the packaging around the parts to inspect them - making sure they were the correct parts. What he found is that they were the correct parts but were clearly reconditioned used parts - and not such a good reconditioning job at that. In fact, he advised me that my old bumper - still on the car, was structurally more sound than the reconditioned parts. Luckily the body shop tech had worked for a Mercedes body shop in the past and was intimately familiar with OEM Mercedes parts and he carefully went over all of the things about the parts that I had bought which evidenced the fact that they were not new parts. IN fact, if I had of removed all the packing from the parts, even a novice like me could have seen that something was amiss/strange about these parts. I have placed a call into the Mercedes Benz of Annapolis parts department and they have agreed (at least telephonically) to replace the used parts with guaranteed new ones. I am awaiting a call at this moment to find out how long it will be before they can get the new parts. Hopefully, all that I will be out is lost time on my project, lost money to drive from Virginia to Annapolis to pick the parts up twice, and a bit of embarrassment with my body shop when they pointed out the obviously used parts that I was telling them were new.

BR

Brian Blumenauer

Mike Heissner is an awesome sales professional. He went out of his way to find me the exact certified vehicle I was looking for. Unfortunately, after an exhaustive search we didnt find the exact one, however he found me one even better! I am thrilled with my purchase and I know from ample research that I received more than a fair price. This is a very transparent dealer who doesnt play games with financing, options, or quality of vehicles/equipment. In a time when many dealers can not be trusted, I definitely felt like MB Annapolis had my best interest in mind. When it is time to replace my wifes MB next, we will definitely be back. Dustin Howard from Finance was awesome and shared ancillary product options (warranty, tire and rim coverage, etc) and why they may be good for me. After someone recklessly hitting me totaling my last Mercedes and a month of forms and insurance red tape, I found this purchase process EASY and I feel good about my purchase and not taken advantage of. The finance process was very transparent and all about what I was comfortable spending - no pressure, honest treatment, and just a cool person to talk to. I felt like I was doing business with a friend. Very efficient processing of my information, printing and signing was simple. Very professional packaging of the paperwork, I feel very prepared for any warranty claim - and have a great warranty coverage program. Best finance guy Ive ever worked with - and Ive bought at other premium car dealers - both other MB, Cadillac and Lexus - this was no comparison. Much better. I test drove and bought my car in less than 2 hours in and out, they volunteered to return my rental car to Enterprise so I could leave with my new car. The manager even came out to make sure I was satisfied with my delivery and offered to buy my dinner on the Annapolis waterfront. While I didnt take him up on it, I so appreciated it. This dealer is 80 miles from my house but it was definitely worth it. This is above and beyond service and it is rare to find it anymore. The location is tucked away downtown, which is a little tough to navigate but the location is pretty - and had it not been a weeknight I would have definitely taken them up on the dinner and celebrated right on the water! You dont find care, concert and most importantly EASE AND HONESTY at most dealers. Lastly, I am a very tough critic. Im surprised Mike didnt give up when I was being demanding about what I wanted in a car. Ive been in the retail industry my whole career, so I am highly sensitive to service - and these guys surpassed even my high expectations. If you want great service in Maryland for MB definitely visit this dealer. The days of spending half or whole day in the car dealer are over if you visit MB Annapolis. Ive done the Carmax thing - and while they are easy, this dealer was as easy AND the service was better as well as the quality of the vehicle. Thank you Mike, Dustin and everyone at MB Annapolis. If I receive a survey from MB (which by the way no one mentioned - thank you, because I find annoying when dealers pressure you to rate them highly - which usually means they dont deserve it) - I will definitely give you top marks!

DE

Dee Humphrey

Last week I brought my ML350 in for the premier detail. This detail was expensive. For the price, I was disappointed in the results. The chrome strips on the doors did not appear to have been cleaned. They were as foggy as they were when I brought it in. Also two days later the inside of my windshield is streaked and is more difficult to see through than when I brought it in. To make matters worse when I picked up my car the "Check Engine" light was on. The Service Dept. told me they found greasy sensors. The coincidence is too great that when I brought it in no "Check Engine" warning. When I picked it up after the detail, it was on. Im not buying the greasy sensor. To their credit the service dept gave me a discount on shop supplies, but the cost was still almost $600 to replace the sensors. That is almost too suspicious. Also to their credit I was given a loaner for both days of this experience. Rod the service manager, called me Monday morning to discuss my concerns. We addressed each area of my displeasure. He took immediate actions to include discounts, service credits and replacement parts. The chrome strips on the door cannot be cleaned so they were replaced at no cost to me.He was extremely proactive once he and I had the opportunity to talk. Jeff the service representative stayed in communication with me to insure all of action items to make me satisfied were accomplished. This dealership keeps me as a satisfied customer.