Tysinger Automotive Family

Reviews 3

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Rob Waddell

Business integrity and the customer experience have been my among my core beliefs, I seldom see enough of them in practice anymore. Once in a while we have an opportunity to experience a purchase transaction in a way that is actually enjoyable, and even amazing! Our experience with Salwah, Miles, and Corey embody the values and mission of this dealership. They get it! This past June, my wife and I were out on a Saturday looking for a pre-owned luxury SUV. We were about to hang it up for the day, as the whole dealership purchase drill usually isnt fun. I happened to see an Internet listing for a very nice pre-owned ML-350 on Tysingers website, and decided to call before heading home. The receptionist was friendly, (Touchpoint (TP)#1) and I was immediately put through to Salwah (Sally). In her friendly and enthusiastic manner, she asked how she could help. (TP#2) Salwah told me about the vehicle, and suggested that we head over. It was early afternoon, and we were tired, but Salwahs mannerism convinced me that this was worth the trip across the HRBT on a Saturday afternoon. We told her we were headed her way, and started the trip. The HRBT was backed up, and worried that the vehicle might be sold before we could get there, I called and asked Salwah if there was any way she could hold it, or at least give us first right, if someone else arrived first. I was surprised to hear, "Ive already done this for you, Mr. Waddell. Its pulled up on the ramp waiting for you. Just drive safely." (TP #3). Wow, we thought, Salwah is awesome! We arrived, and Salwah greeted us warmly. She thanked us for coming, and offered us refreshments, before even mentioning the vehicle. It was like arriving at a friends house. (TP#4) The ML was very nice, and as an Internet wholesale-to-the-public vehicle, had a few minor cosmetic things. We went for a test drive, while Salwah answered our questions, and kept the conversation rolling. We decided to buy the vehicle, and had a great paperwork experience with Salwah and Miles in Finance. We paid cash, and appreciated that there was no hard sell on the extended warranty. (TP#5) Miles was very cordial, and even helped us with a MB for BMW ball cap exchange (inside joke, we own 2 Bimmers) (TP#6). Fast forward 3-4 weeks: We absolutely love the ML, but after having it almost a month, experienced an issue with the A/C cold air, during a heat wave. It would stop blowing cold air, but driving it later, the cold air was back. I called Salwah, and set up an appointment with Corey in service. Salwah stayed in touch by text and made sure that I was good through the process. (TP#7) The A/C worked perfectly going into the appointment. Corey kept the ML for two days, but it was one of those phantom issues, that didnt happen while it was there. He ran tests, and everything checked out, but he said he wasnt giving up, since he said these things can be tough to detect. (TP#8) I decided to pick the car up, and mentioned the MB emblem had fallen off the wheel hub a couple days earlier. He said he would take care of it without hesitation. (TP#9) When we arrived to pick up the vehicle, I made it a point to introduce myself to Corey and thank him for his efforts. He was very nice, and I knew he really cared. (TP#10 He said not to hesitate to call him if it happens again - that he would do his best to fix it. (TP#11). Finally, Salwah, true to form, texted me to make sure I was happy (52 days post sale). (TP#12) This isnt counting the expressions of appreciation we received from Salwah and Tysinger Motor Company after we purchased the car. I told her about the excellent service received from Corey, and she was thrilled. So thats why these three individuals and Tysinger Motor Company earned 5 stars. I want this team and anyone reading this to know that this is how customers are treated at this business. Great job, Mr. Tysinger, on hiring and developing an exceptional team of special individuals! If you want an exceptional and authentic experience, you will get it here!

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vikram rajashekara

I have been a loyal customer at tysinger motor for over 10 years and have purchased 3 vehicles (E320, R350 and GL350) so far and have numerous services done at your location. I was having some concern with my vehicle and how it has been handled until now with my recent service. My GL350 bluetec currently have 100,300 miles on it out of the warranty zone. I recently had an issue with Airmatic suspension where the whole right side of my vehicle was completely sinking down. Before I send it back to the service team I was very clear to know how much its going to cost me since I was seriously thinking of upgrading to a new 2017 GL350. I did not wanted to put any money into a vehicle if I am not keep it. My service manager estimated $1000 for the repair and also gave me a trade in value for the vehicle. Since the 2017 Bluetec is not released yet, I decided to spend $1000 to get it fixed so that i could use it a little longer. I had made it clear many times about the cost involved to make sure that i am not spending too much money into this car. When the vehicle came back and the same night I noticed the same problem again. I have had good customer service from Tysinger for a long time. In my last few interaction I have found the customer service is highly disappointing. Especially my service manager, never returns calls promptly, keep the customer waiting for extended period 30 to 45 min does not apologize after making us waiting, my wife was waiting to talk to him and he was on a personal call for 20 min. I was asking for updates on my vehicle he failed to communicate. While my vehicle was still in the service, I contacted the sales department manager to find me a GL350 and get a good trade in value before and after the service so that I could upgrade right away. Guess what I have not received an email or a phone call from any member of the sales team yet. I have had many other dealership called me promptly wanting to get a sales out of me. Highly disappointing to see how a loyal customer is getting treated here. I was so frustrated I send messages to Vice president and Service director on thursday night. Guess what no one from tysinger management as called me back. My vehicle is back at service again, no updates and any kind communication on my vehicle so far. The Loaner vehicle which they provided me was a huge vehicle (metris) and I am suffering with a awful smell inside the vehicle and when I checked the vehicle I found that some one has vomited inside and I have been spraying fresheners. Basically I am having a terrible experience with tysinger motors. I wrote a detail email to Mr. Tysinger still no reply back. Instead of addressing the issue and resolving the issue the whole management team just kept ignoring my concerns and issues. I would not recommend anyone to buy or service at this location. vik

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Nina B. Donnelly

Not only did I have an incredible experience with this company, they reestablished my trust and faith in Mercedes Benz! It all started one day when the top on my C320 (conv) would not operate properly. It went up and down ok but a small lip stuck out each time it was put up. I read where this was happening to a lot of those for the year my car was (2005). I called Tysinger Mercedes and scheduled an appt for them to take a look. Once there, they analyzed, and attempted to fix it. I got the car home, really excited... and when I put the top up, the lip was sticking out still! :( I was bummed.. I called and spoke with the service guy (Chris) and told him what was happening. He was very nice but he didnt know what more he could do since the top shops all told him I would have to completely replace the top! (What they did was a minor repair which didnt hold but my hats off to them for thinking outside that box..) Ok so, back to square one. After thinking about it a while, I went back to the service guy and said, Listen, isnt there Anything at all you can do?FAST FORWARD to eventually I ended up speaking to the Service Manager Kim Kelly. And thats where my experience went from pretty upsetting and poor to literally one that I cant stop bragging about! Everyone I meet I tell them about Tysinger Mercedes and Kim Kelly! Heres why... Kim was compassionate, caring, understanding, professional, personable and KNOWLEDGABLE! She dug and dug and continued to dig deeper into the issue to find out how they could help. Not just the canned answer one may expect but a respectful thoughtful actionable answer!! Wow! I seriously kept looking around for the camera.. ok, ok,,, I get it.. wheres the camera! lol...No this was REAL. And guess what? it took some time, but she got it fixed! and to this day its PERFECT! :) Not only did she go out to the store on her own time to get a needle and marine grade thread, she-together with her amazing staff and top technician guy (cant remember is name but very very nice guy) - engineered a solution that worked! I am buying a new SUV this year.. GUESS who Im buying it from? Anyway, listen.. Kim Kelly is seriously one in a million. She is a DIAMOND in a gem speckled bag of wonderful employees at Tysinger Mercedes in Hampton... I love her, them and now, I LOVE MY BENZ again! That top goes down and up and down and up a lot.. now I can feel proud to show her off again!! Thank you so much Kim and Tysinger for your patience with my issue, for your steadfast approach to not only fixing the issue but making sure I was taken care of along the way, for being the kind of company I get to brag about! Way to think WAY outside the box on this and delivering a very satisfied customer for life! Nina Donnelly, MBA Hampton, VA