Category: | Mercedes Benz Dealer |
Address: | 6631 Baltimore National Pike, Catonsville, MD 21228, USA |
Phone: | +1 410-788-7744 |
Site: | mercedesbenzofcatonsville.com |
Rating: | 4.4 |
Working: | 9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 9AM–6PM Closed |
JA
Jason Radolec
Brought my car in for a standard Oil change - $79.99. Time was around 11am. I returned at around 3:30pm to figure out where my car was. I was told by the service rep Juan that they were still working on the car. Baffled by that response I simply waited in the customer waiting area. By 4pm Juan explained that the oil changed was performed, although the Oil reservoir cap was broken and that the broken piece was "probably sucked into the engine and would probably cause more problems later" but that they were done with the oil change and the car was taken to the car wash. At this point Im frustrated because after 4 hours waiting for my oil change Im being told by the service rep that something has been sucked into the engine of my car, and they knew about it, then drove it around. As I started asking more questions about the problem to determine if Mr. Juan was an idiot or actually knew that something had been sucked into the engine, he began to shut down and would simply state " I dont know sir, it was broken when you brought it in sir, perhaps you should check the last place that changed your oil. It was broken when you brought it in......" Mr. Juan decided that pulling up a diagram of the broken piece would provide more insight into the broken item and how it was "sucked into the engine". After he was unable to explain why they cranked it up and drove it over to the car wash without the engine exploding for lack of oil he then paged an actual service tech to explain it to me. At this point its 4:15pm, the service tech takes the diagram and says " Yea, what ever he said about stuff being sucked into the engine, thats just wrong, theres no possible way for it to be sucked into the engine, so, yea thats simply wrong, but the cap is broken. Should be a quick change. Its not really a big deal, we see this all the time." Comforted by the service techs response, I decided to move on and get out of there without complaining. After paying for the oil change and ordering the new part. I finally made it to my car by about 4:30pm. I opened my drivers side door, sat down in the seat, and started to grab my interior door handle. At this point the handle falls off the door and onto the ground. I proceeded to pickup my interior door handle, took it inside to Mr. Juan the service rep, only to find that Mr. Juan was no where to be found. I dropped the handle onto another service reps desk. Im not even entirely sure how you break off an interior door handle and then turn around and gently balance it back on the inside of the door, then manage to carefully shut the door so that the piece doesnt fly off into the drivers seat, but someone with very delicate hands managed to do just that. I started to explain just how childish this was and that after nearly 5 hours waiting for a simple oil change this type of action is uncalled for. I stopped and figured that it was a waste of breath. I had two service reps looking at me like I was speaking Chinese. I stopped and said just call me when you guys figure out what you want to do about it. Nearly two weeks later I did receive a follow up call from a service coordinator. By then I had time to reflect on the incident. Im not saying that my oil filter cap was broken by the dealership, in fact, I will admit that there is a possibility that it was broken prior to me arriving at the dealership. However, with that being said, theres also very little to show that they didnt break the part during the oil change either. After the interior door handle incident how am I to know that they just didnt break the oil filter cap by accident and claim someone else may have done it before I brought it in? I explained to the service coordinator that I have decided to no longer have my vehicle serviced by this dealership as I can no longer trust them to work on my car. I will never again take my vehicle to Mercedes Benz of Catonsville. If you happen to be there for any reason and they stick you with Mr. Juan as your service rep simply get up and walk out.
AM
Amanda Rice
In late February, 2015, I found myself in need of a replacement vehicle. I scanned advertising and noted a pre-owned Mercedes C350 at Koons Mercedes Benz of Catonsville. I called and was assured by Sales Manager Jason Richardson that the car I was interested in was still available. Arriving just before one of the worst snowstorms of the season, I was greeted warmly by General Manager Sam Somarriba and Sales Consultant Erik Hershan. The car was brought into the service concierge area so I could ask questions and inspect at my leisure. I’m not a gal who is just interested in the “color,” I always have a lot of questions about performance, safety, durability and warranties. It was at this point, I noticed a big difference with this dealership. Their knowledge base is superior. They know their cars! It was also evident that the same commitment to professional service was as exceptional when discussing a pre-owned car as a “top of the line” new car. The courtesy and professionalism also extended to the negotiation for sale. I was treated with respect and received a fair deal .Erik, Sam, and “Pre-Owned” Manager Destin Kahl made sure my purchase was complete and that I received all of the accessories that were to come with the car, even when it meant placing a special order. While the car was under the initial warranty, I asked to have it checked for an acceleration issue. This is when you discover the type of dealership with which you are working. Some act like they don’t even recognize you after the initial purchase. Not here! In short order and in the most courteous manner, an appointment was made, a loaner arranged by Erik and Sam, and I was assured all would be resolved. I was personally introduced to Service Manager Patrick Taltavull by Mr. Hershan who took the time to talk to me and listen carefully to my concerns. Tamara Medeiros and Service Advisor Juan Ayala was patient and helpful in my further questions about the loaner, “Bluetooth,” radio etc. They could not have been kinder or more helpful resolving all service issues without my missing one minute of work. I live in Lutherville/Timonium area and have a Mercedes dealership that I have previously used closer to my house, but because of the customer service, professionalism and genuine concern of the Koons/Catonsville Mercedes team, I will return for all routine service and future sales as well as refer my family and friends. This is a team worthy of recognition. Kudos to Erik, Sam, Patrick, Tamara, Juan, Destin, and the rest of your team!!!
WA
Warren Chambers
I believe that Mercedes-Benz makes the best cars in the world I have owned a 2003 S500, 2006 S500, 2008 S550 and a 2011 CL 550. I am in love with the S-class and the CL-class. However the customer service at the dealerships here in Baltimore (especially R&H) have been HORRIBLE! It was so bad I actually had given in to the idea of buying a BMW. I am not saying BMW is not a good car in fact it is a great car just not my cup of tea. However their customer service is AMAZING as I have taken my parents cars in for service and witnessed it firsthand. I just happened to stumble on to MB of Catonsville and was completely shocked at the amazing customer service I received. I didnt even get a chance to get out of my car, much less walk in the door, before I was greeted by, my now service advisor for life, Robert Escobar. Mr. Escobar was attentive and did something no other service advisor had ever done at any of the previous MB dealers; he listened. He assured me they could track down the issue and fix it, not "the we will keep guessing and you keep paying approach." He made sure I had a Benz loaner that fits my larger than normal physical frame and not a Toyota Corolla (take notes R&H). When I came back to pick up my car my warranty covered the repairs like he told they would. When my warranty ran out he called and forewarned me months in advance. And when I had repairs that were out of pocket his estimate were always within 10% of the actual price. I also had the opportunity to meet my service technician, for life, Craig Combs. Mr. Combs is extremely knowledgeable and is an expert in his craft. Craig also did something strange, he listened, and yes I made the noises to describe the issue and he told me his opinion of what it was and it was fixed the first time around, again take notes R&H. he also gave me several tips on how to keep my air conditioner from going bad. Trust me clear the leaves from under the windshield wipers or pay for a new AC, its not cheap. He is very honest and upfront and I trust him and his knowledge with Grace, yes I named my car Grace. These two gentlemen have been the lynchpin in keeping with Mercedes and definitely with MB of Catonsville as long as they are there. Mr. Escobar and Mr. Combs please keep up the good work. Thanks for bringing up the level of customer service that is appropriate for the brand of Mercedes Benz. THE BEST OR NOTHING!!!!!