Mercedes-Benz of Salt Lake City

Reviews 3

JA

Jason Barber

I brought the vehicle in because it was showing an "Airmatic Malfunction" message on the dash message inbox and the front left suspension was collapsed. After replacing the left strut the malfunction message remained. On multiple visits the tech made the statement that that was completely normal and all that meant was that the compressor was inflating. I repeat, he said that the "malfunction error" was "supposed to turn on" whenever the suspension compressor turned on. This was after I explained that the error message had never turned on in the time that I have owned the vehicle and that when it came on it never turned off. But let me repeat, the only text in the error is literally the word "malfunction." When I questioned how that could be the case he literally told me to my face that "I am a certified Mercedes tech and have been doing this a long time. Trust me." This was on the third visit. They did replace the damaged strut and when I proposed that perhaps the damaged strut had also damaged the compressor he said very matter of factly that, "that is not possible." Completely brushed off the idea. I also told the guys in service that the alignment was off when I picked it up after they fixed the strut, and was also told that "replacing a strut does not affect alignment." (They did fix the alignment at no cost, I am assuming after they realized that they were simply wrong.) When I still brought the vehicle back to have it looked at again, the dealership rep told me that indeed, the damaged strut is what led to the compressor failure. Confusing, frustrating experience. And to make the already bad experience even worse, there is a brand new shiny door ding right in the center of the drivers side door that I noticed after driving home from picking up the car from the dealership. I cant fathom going back to fight them on this one. I will add, that I did pay them nearly $2500 for the work that they did do. I had no qualms with the cost of anything. It was just the most incompetent staff, and frustrating experience I have ever worked with for a dealership of any kind and it felt like a battle just to get them to do what I thought was what they exist to do, fix Mercedes Benz vehicles. Unfortunately, it is a drive down to Utah County, but I am guessing that is where I will be heading in the future. I will add, Jason in service was the lone bright spot during the experience. I felt like he empathized with my frustration and did whatever he could to get it resolved. However frustrating the experience was.

GE

Gene Kim

We bought our 2000 Mercedes from Ken Garff Mercedes, so we of course went back. LaNett was a very helpful salesperson (until the next day) we decided to drive to Lindon to take a look at their inventory, and after getting an idea of their pricing etc. I called LaNett, little did I know she must hate doing extra work....she was so annoyed! her tone of voice was very exasperated, and quite rude, she must not be used to consumers going to other dealers. Going against my better judgement we decided to go back downtown to try and strike a deal with LaNett who told me she would be able to be in "range" of where I wanted to be. However, upon arriving she presented us with a number that was not in the ballpark and said pretty much "take it or leave it" without any willingness to move on her price. (I obviously understand it is every car salesmans job to get the customer in the door, however I cant accept her attitude and unwillingness to negotiate) While waiting for LaNett I met two women who were also working with LaNett, and I started to talk to them about my situation, it turns out they were in the vehicle with LaNett on a test drive while she was taking one of my calls from earlier. They agreed her tone, and attitude was unacceptable and very rude. Before leaving the Ken Garff dealer I encouraged the women that The Mercedes in Lindon was a much better dealer, and the sales staff there was much better. While closing the deal on my new vehicle in Lindon who do I see? The same people from Ken Garff who said LaNett gave them misleading information regarding the differences between the 2015 and 2016 models she was interested in, and decided to take my advice. We both walked out of the Lindon dealer with a vehicle that day (approximately $150,000 combined). My vehicle will be serviced at the Lindon dealer (they drive to Salt Lake with a loaner, pick up your car, and drop it off when its finished) any future purchases will be made there as well, hopefully others will be smart and drive the 30 minutes to Lindon, cause THERE you will find a deal! Not with LaNett at Ken Garff Mercedes! On a side note, when waiting at the dealership, consumers should engage eachother and discuss what that particular dealer is offering etc. this will help put the power back into the consumers side! (The power of information) Chris, please note that we will not be contacting the dealer regarding this horrible experience, and your cookie cutter response you always post on bad reviews is not helpful nor necessary!

TE

Terry Fredrickson

Have to say I am NOT very Impressed with their service department, I take my car in (under warranty) and let them know my volume knob doesnt turn the stereo down unless I go very slow, and then also one of my vent flaps either shoots up or down if the a/c or heater is on high meaning there is to much play in it so if its on high it forces it up or down and will not stay where I set it, I drop my car off right when they open, I work all day its approaching 4pm and still no call to follow up on my car, I decided to call them and they said its all fixed and I asked what was wrong and they said "nothing" they could not duplicate the problem, I said oh no, I will be down to show you the problems, after waiting 25 minutes to pull my car around I made the service adviser come out and get in the car, I showed them the volume, they said it works good enough and that because the knob is tied into the NAV they dont like to replace them under warranty because the unit is close to 4k, I said again its broken and will not turn down half the time, and then the flap for the a/c said it moves, I said I know it moved to freely so it is always facing up or down it wont stay in the middle, he said yes it does, so I turned the fan on high and he couldnt get it to stay in one spot, after all of this and 4 more days later they replaced the whole nav system and the heater vent, I just do not believe as a customer I should have to come down and show them the problems, and maybe when I give specific instructions to the service advisers they should write it on the PO order for the tech, cause I got back my sheet and all it says is "stereo wont turn down" and heater vent broken, very vague, anyway I quit going there for service, and I have not heard many good things about the sales as well, their AD campaign with the ears that says "we hear you" is a joke, yeah you hear us but are you paying attention? two different things. ***another funny thing, reading through all of their reviews is the "owners response" all it says is sorry for your frustrating problems and contact Chris Keddington, sounds like Chris Keddington needs to get his departments together and fix ALL the problems throughout sales and service. I know what Mercedes stands for and this is not it, no high end dealer should EVER have these bad of reviews