Mercedes-Benz of Westwood

Reviews 3

MY

My Chi Tran

You would think MB would have the top of the notch quality in service, but I definitely disagree for this branch in Westwood. I had to take out a loaner here since my car was in the shop for maintenance. Due to bad luck while driving on the highway with the loaner, a huge black object came flying and hit the front bumper of the car, causing damage to the bumper. Luckily, I paid the $15 coverage by MB so I didnt have to be held responsible for the damage. I felt really bad about the damage and asked them if I needed to do anything else to get it fixed. The loan manager said all I had to do was call my insurance and make a claim and my insurance will cover some of the damages and MB will take care of the rest. So I called my insurance right away and told them what happened, and after my part was done, MB said they will talk to my insurance and take care of it from then on. A couple of weeks past, I thought everything was all settled, until I received a check from my insurance for the claim damages. I was confused, so I called the loan manager that was helping me and asked her whats going on. She then tells me "Oh your insurance made the check out to you, can you send the check back to us?" Of course I had no problem sending them the check, so I personally went to their office and gave them the check. To find out, there was suppose to be another check coming to me for $800 that I need to give to them also, which I did not get it at the time with the other check. The check must have gotten lost in the mail or something because I had to call my insurance to have them send it again to my house. During the time of waiting for the check, the loan manager kept on pestering me about how they cant release the loaner until they get the $800 check. I clearly told her that I cant do anything about it since I still have not received the check. I even then got a call from this lady at their collision center telling me to send in the check and if I dont send it to them in a couple of days they will have to charge me a storage fee!?! That really was the last straw for me of how they are trying to use every tactic to get me to send them the check, when I clearly told them I still have not received it. Unbelievable! And to top it off, the lady from the collision center was so rude that she didnt even let me talk and she talked over me loudly. I couldnt believe the behavior, so I emailed the loan manager and told her what happened and how upset and unsatisfied with their service. Of course, I didnt get a reply back about this issue (it seems from the other reviews that not responding back to customers calls/emails is a BIG trend here at MB Westwood). But she would instead call/email and pester me about whether I received the check or not, totally ignoring my complaint about the Collision Center. Clearly, all they want is the $800, which they were crying over because they need to "get the loaner" out (which I find it hard to believe that they cant do business without it or even cant afford to get it released). I just hope in the future they learn how to help their customers out and show some professionalism because thats what we paid for. Wouldnt want to recommend any of my friends/family here at this branch.

CU

Cualquier Cosa

I recently went to MB of Westwood shopping for a CLS63 vs an E63 AMG. The SA Quan Dao in his introduction boasted about their transparency. I drove both vehicles, the SA was very courteous and did take the time to show me all the features of the vehicle. However they kept delaying the disclosure of the trade-in allowance of the vehicle I brought to trade in presumably to butter me up to see if I would bite on their ripoff offer and after asking 3 times they finally disclosed what resulted in hindsight to be a intelligence-insulting lowball that made the whole deal crumble. I had gone to Prime Porsche in the past and had a similar experience where their trade in offer was way below what dealers in the same market area were willing to pay (about 15-20% less with Porsche), which leads me to conclude the issue of lowball trade in allowance is specific to Prime. They tried to justify by saying they use autotrader, which is a lot of BS, since their offer is not even competitive with the dealers near them. They offered me 10K less (or 25% less) on my trade in than a dealer about 20 miles from them offered me without haggling. Taking the time to show you the cars and trying to justify an unrealistically low trade in value made me feel they were out to rip me off, which I corroborated when I was able to get a completely different trade in allowance on a dealer in the same market area. If you are dealing with them or any other Prime dealer and have a trade in, beware, with so many other dealers in the area I would strongly suggest you shop around because after two experiences with Prime where they were so far off on the trade ins I have to conclude this was not an isolated incident and part of their business practices. I have bought 4 Mercedes, 5 BMWs, and three Porsches in the last 10 years, all new, and they will not be seeing me again because of their penny wise/dollar fool approach. I ended up buying two vehicles, an E63 AMG and a CLA beater after being offered a competitive trade in allowance and new vehicle price lower than MB of Westwood from a nearby competitor.

DA

David Vaughn

I have had two negative experiences at Mercedes of Westwood. The first experience was when I went into look for a new car. I had walked into the showroom right past the front reception desk, the woman who wasnt on the phone didnt even greet us when we entered. We made our way over to one of the cars to check it out and were waiting to be helped. Of the several sales people who were in the show room not one of them came over to ask us for assistance. We walked around some more on the lot, and still no one asked us for assistance. The sales personnel were too busy talking with each other to care about a potential customer. I then proceeded to leave and we purchased our new Mercedes elsewhere. The second experience was with the parts department. I had called one Saturday to ask the cost of purchasing an additional key for our new Mercedes as the Westwood dealership is closer to my house than where I purchased my Mercedes. I called the parts department and the phone just rang continuously with no one answering it. I then called Customer Service asked if Parts was open and she informed me yes they were and transferred my call. The phone rang and it was answered. The parts attendant asked me to hold so I said sure. I sat on hold for 10 minutes before he came back and he didnt say he was too busy, he just said I have someone in front of me so I need to call you back. I said I would have appreciated being told that before waiting on hold for 10 minutes. He didnt respond and asked for my name and number. I gave him my information and of course the call was never returned. I have also dealt with Prime Infiniti of Hanover, and I am coming to a conclusion that Prime just wants to be the big shot dealer and not actually provide quality customer service to any of their patrons. I am bothered by Primes lack of service and professionalism and will never utilize them for anything in the future.