Mercedes-Benz of Georgetown

Reviews 3

BR

Brent Saba

For nearly the past year upon relocating to Texas, I have had both of my Mercedes-Benz vehicles in for service at M-B of Georgetown (2010 E350 and 1990 560SEC). My most recent service visit will likely have been my last. I was in for "Service A" on my 2010 E350 4Matic last Saturday, 12 March. Imagine my shock when I was told my car, which previously had displayed no leaks, or evidence there of, had somehow, suddenly developed several leaks!! It was also said to have needed a brake job, coolant was low, so a coolant service was recommended, etc. Thinking the worst, the high costs I was going to be burdened with, and stressing over what my next options would be: should I trade in, sell it, would my extended warranty cover all the necessary work?? How much was this going to cost?? etc. A while later, I was then informed that my vehicle got mixed up with another vehicle, and as it turned out I didnt have the leaks and other problems as previously told! It was all blamed on a new dealership software/program issue, and the fact my name was "similar" to another customer who happened to be visiting the same day!? Point is, this should have NEVER happened, to anyone! Turned out my issues were reported to be worn engine mounts. But it now has me wondering what else got mixed up, and are my engine mounts on my 2010 with barely over 43K miles on it really worn?? I am seriously considering a second opinion, as I feel I can no longer trust M-B of Georgetown! Then when I returned to the dealership the evening of 15-March to pick up my vehicle (which I was told was ready before I left home) and I stated I would be in to pick up the vehicle that evening, my paperwork wasnt even ready when I arrived. I waited nearly 40 minutes for my paperwork to be completed, and the vehicle to be brought out before I could leave. One would think that if my vehicle were ready, the paperwork would have already been completed, and I could have picked it up without much delay. My drive to the dealership is nearly an hour, and my parents happened to be visiting from out of town, leading to a reduction in the amount of time I was able to spend with them. Again, the delay was blamed on a new program issue. Why and how is that MY problem?   And another matter: I have asked TWICE on different visits to M-B of Georgetown to have the Mercedes-Benz Rescue Assist decals/label applied/installed on my E350 (would also like to have them on my 1990). The first time I was told none were in stock or available, its even stated on my invoice from a previous visit! This last time I was told theyre locked in the service managers "safe", but they would inquire about them on Monday (14-March). I reminded the service person Saturday afternoon about it again. And yet ANOTHER matter: I keep a specific amount of change in my ashtray for emergency purposes. I removed my ashtray to take with me upon learning the vehicle would be remaining at the dealership while the issue with the worn engine mounts was looked into. I had discovered about $5 was missing from the ashtray. Granted, perhaps I should have removed it before I brought the vehicle in for service instead of just closing the sliding cover. But still . . . . . . I expect so much better than this from a Mercedes-Benz dealership! Never in all my years of being a Mercedes-Benz owner, have I experienced anything less than stellar service from any other Mercedes-Benz dealership until this! Mercedes Benz of Georgetown has failed miserably! Brent S, Killeen TX.

KO

korim ahmed

I find them mostly incompetent and their behavior is offensive and insulting. And above all, we are down about $6K due to not any fault of hours and due to their failing to diagnose the issue to begin with. On June 4, 2012, I took my Mercedes GL 450 to the Georgetown Mercedes Dealership located at 7401 IH-35 South, Georgetown, TX 78626. One of the reasons for the visit was that when we accelerate, the SUV was almost pausing for few seconds and then all of sudden it was moving again. The dealership failed to diagnose the root cause and told us there were no issues after they played with the adaptation. On September 18, 2012 my warranty expired and I did not renew since everything was fine according to the dealership. The problem persisted. From June 2013 till August 2013, we took the car back to the dealership and in almost each instances, we mentioned the issue but they said everything was fine. During the 3rd week of October 2013, the car had an issue - it was making a sound for which my wife had to take the car back to the dealership. The dealership took care of the issue – they had to change two tires and few other parts. It had cost us roughly about $2200. When my wife brought the car home, the original issue of “pausing” continued to persist and even deteriorated, so she went back to leave the car with them. This time they said that the Transmission requires replacement to address the issue and it was going to cost us nearly $6000. My wife went with it since I was out of country. There were three times after they changed the transmission that when they called us to inform that the issue was resolved but the issue persisted. In the final time they figured out and resolved the issue. In our opinion – a) MB Dealership in Georgetown failed to diagnose the issue originally when we had the warranty. b) That they changed the transmission and the issue remained for another three times kind of tells us that it was probably not the transmission to begin with. I tried to talk to the Service Manager Eddie McCracken to explain the situation during the second of week of November, 2013. He told me that he would call me next day once he gathers additional facts, but I have never heard from him ever again. Then I spoke to Bert who is the client relationship manager. I told him that before I give the feedback to Mercedes on user experience, I need them to address this $6K charge. We talked several times and on the third week of December, 2013 on his request I went to the dealership to give him the warranty paperwork. He said he was working with Mercedes to give us some many back but I never heard from him. Finally, I called him about couple of weeks back and left a message. He did not call back. I called him the next day again and he did not call back either. Then I went to the dealership to see him to get an update on the status but he kind of insulted me by not coming out to speak to me and give me a status update. He told the gentleman who went to get him that he cannot see me and that he would have Eddie McCracken call me the next day. To date, I have never heard from anyone.

SE

Seth Smith

I have been a customer for around 10 years with Mercedes Georgetown and have purchased 4 vehicles from them. The most recent purchase is a 2016 S550. I purchased the vehicle, tire and rim coverage, dent and scratch, and the interior protection. I have been to the service center three times since purchasing the car and have been told all three times my vehicle is not covered for the reasons I am bringing it in. The first time my rim was extremely bent and the tire gauged and they proceeded to tell me that it was fine and wanted to send me on my way. I have example after example of how they have completely taken advantage of the situation and had tried not only to not honor my warranty but send me out in a car that is not safe to drive. I have requested multiple meetings with management but have been ignored each time. Again, this is just the tip of the iceberg and I have held off writing this review because I wanted to give them a chance to make everything right. In my final effort to allow them to do this I brought the car in this past week and left it with them for 5 days. They were going to take care of some rim scratches, a few paint scratches, a dent in the front bumper, some interior scuffing, and do the alignment because the sensor I pulled in over told them the car needed it real bad (Which I agreed to pay $150.00 for). When I picked up the car this morning the only thing they attempted was getting the scratches out of the rim which they did a very poor job of. My service adviser told me that everything had been taken care of so basically was willing to tell me whatever it took to get me out. As for the alignment I asked if I owed anything for it and was told no because of all the hassle I had been through (nice gesture I thought). I proceeded to pull my vehicle into the service area to transfer over my stuff from my loaner car to my car so I could get to work. I pulled in over the same alignment sensors to get to the area where the loaner vehicle was parked. As I was transferring my things from one car to the other another service employee approached me with a print out stating that my car was out of alignment and that for $150 they would take care of it. My original service adviser hurried over, took the paper from the other employee, and stated that I should not worry about that because sometimes their machine messes up and just says the alignment is bad when it really isnt. Again, I do not like writing bad reviews and try to give people and businesses alike the benefit of the doubt but I would urge people with some many options to purchase cars that you find anywhere but Mercedes of Georgetown.