Mercedes-Benz of Shrewsbury

I have an attachment to forward. Also, I believe this is a breach of contract and may be discriminatory in natureHello,I wanted to share my recent Merces Benz experience with you. On August 10, I visited the Wagner Motors Mercedes Benz dealership, in Shrewsbury, MA, to purchase a car. I had been communicating w/[redacted], online about pricing for a loaner/new vehicle. I had an early appt, on August 10th, with [redacted] who never showed for this appt. I then met with[redacted], and we worked out a purchase price of $38,789. The only option I got was a remote starter for $750.00 Please note, I called the Service Dept and was told the remote starter was approx. 750.00 ..but [redacted](the salesman) was guessing at a $500.00 price. The [redacted] on duty, [redacted], reiterated $1000. Wait a minute, how can the same dealership share 3 different prices with a customer?? We agreed on $750.00. My car was ordered on august 10th & scheduled for delivery on Sept 28th, with $100 deposit which I was told was sufficient. Below are the email exchanges between Aug 10th & Sept 28th . Wagner Motors did provide me with a loaner to take my daughter to College the weekend of Aug 29/30th, as discussed on August 10th. After numerous emails,[redacted], the salesman, mentioned the car would be ready on Saturday, Sept 28th, and asked would I prefer a 9am or 12 noon time appt. I emailed 9:00am would be best. [redacted] later emailed that the 9:00am slot was taken and confirmed the 12noon slot for me. On Saturday, Sept 28th, I arrived promptly at 12noon. [redacted], the [redacted], offered me cookies & coke. I waited 10 mins. I walked over to the BMW dealership while I waited,. Five minutes later, if that, walking through the BMW dealership, I walked back to the Mercedes dealer. [redacted], the **, came out and asked me to come in the salesoffice. I asked to see the car. I reiterated softly "Ive waited 6 weeks, and now I'm still waiting 10 minutes and there is no one in the showroom. [redacted] immediatedly lashed out "You know what we'll never make you happy, we're not doing business with you". I asked for my $100 deposit back. I asked, how do you keep customers continuously waiting and are told to arrive at noon and the CAR IS STILL NOT READY and I'm still waiting at noontime. At this time, I did not know that WAGNER MOTORS did not have my car title for my HONDA CIVIC in their possession. It is Saturday, the Registry is closed, as are most offices in Mass. Please note, on August 10th, I offered to pay off my small $3600 car loan and I was told that Wagner Motors will pay it off, as they like the TITLE in their possession. I went out to my car & called the [redacted], who's name& tel number I had asked for weeks ago. I reiterated the story, to [redacted], and asked how do you tell a woman, in the possession of a $33,531.00 bank check that we don't want to do business w/you after making her drive down 40 miles, one way, to pick up her ORDERED vehicle. [redacted] stated he would get back to me. I waited 15 mins, in the parking lot, and redialed [redacted] tel #. [redacted] said "I don't know if we can make you happy, I accepted your $100.00 check in good faith and we have yet to get the TITLE on the HONDA CIVIC we are purchasing from you. [redacted], the [redacted], also shared that he accepted my $100.00 and ordered a car for me, with only a $100.00 deposit. Please note, I was told $100 was acceptable. Wait a minute, why wasn't my HONDA title purchased earlier in the week or weeks ago. I offered to pay my car loan, on Aug 10th but was told "No Wagner Motors likes to have the title in their possession" It took Wagner Motors 6 weeks to to pay my loan & they would get the title but they did not perform this task. I arrive, at 12 noon, w/my BANK CHECK in hand, only to find out that this transaction was not performed and who knows where my ordered car was. [redacted], the owner of Wagner Motors, shared "you're from REVERE, we'll never make you happy. What does my coming from Revere, a city north of Boston, have anything to do with purchasing a car. Desired Settlement[redacted] shared that my [redacted], my salesman, was busy assisting another customer at 12noon. Oddly enough, I saw [redacted] sitting there for 10 minutes with NO customer. I was waiting with my $33,xxx.xx check..I should be most important sale on the floor, as I had a SCHEDULED appt to purchase a car. What sales organization, regardless if it's a car transaction, software purchase or boat purchase, allows a customer to sit there waiting to make their $33,000 BANK CHECK PURCHASE?I have never seen such inefficiency in my life. Regardless, the fact that I was paying cash, there were many instances of miscommunication and Wagner employees losing their tempers and not acting in good faith. Other than [redacted] Wagner apologizing for the miscommunication, I never heard the **, [redacted], say, "I'm sorry, how can we make this experience better for you". Here I sit with no car. Below please find the email exchanges: (I'd be happy to copy the emails for you if you'd like)Sept 10th: [redacted](customer) asked [redacted] ([redacted]) if car was picked up at portSept 11th ([redacted]) "You car has arrived at the port & is being processed. Once that is completed, which can take a few days, it is then released to the trucking co. Overall, it usually takes about 10 days before it reaches the dealership"[redacted] responds: Please keep me posted & send me the breakdown for the final numbers.Sept 12th : [redacted] (salesman) "Your vehicle should be here soon. It has arrived at port & is being scheduled for transporation to the dealership. Will talk soon[redacted] responds: What is your definition of soon?[redacted] responds: Vehicle should be here by the end of next week. I will keep you updated.I ask [redacted] (salesman) if I can get a loaner for Sept 21st for another college visitSept 17th [redacted] (salesman) emails: "Your vehicle has been released for transportation. It may be here by Friday but we don't know for sure. It is now in the hands of the trucking co. The good news is is that it is now going to be here faster than originally planned. I will update you as I get more info.Sept 17th : [redacted] "Given the trucking co has the car when can I expect it? Initially, I was told Sept 28thSept 18th : [redacted] ([redacted]) "Correct, the trucking co has your GLK in its possession. I am hopeful it will be here before the weekend.but don't want to promise it. I don't have a loaner for this weekend. Remember, the process is running ahead of schedule. I will update you as info becomes available.Sept 20th:[redacted] (salesman) "Your vehicle has arrived. When you get back from your trip contact me & we we'll make arrangements for delivery.[redacted]: What trip, what are the arrangements?Sept 21st [redacted]: Is the car there, I have yet to see the breakdown?Sept 24th [redacted] "We have the title for your vehicle. Please let me know which way you would like to pay for the vehicle so we can process the paperwork and get you the complete cost breakdown before you come inSept 24th [redacted]: Please provide an itemized cost breakdown so I know exactly how you arrived at the final pricing When will the car be available & are you delivering the car to me or am I driving to Shrewsbury?Sept 24th [redacted]: No problem, I will get the cost breakdown for you - Are we transferring the plates from your trade?In the meantime, I cannot wait for the breakdown after asking 3-4 times, since Sept 11th. I call the **, [redacted] & reiterate the entire sequence of events. [redacted] is arrogant, unapologetic & harsh . His demeanor is less than smooth. [redacted] provides me with the cost breakdownSept 25th [redacted] shares sales tax $1900 .. plates, insp & doc fee $423.00As reiterated above, I did show up, with bank check in hand only to be turned away for voicing my opinion about my experience. I do believe Wagner Motors had NO INTENTION of selling me my ordered vehicle on Saturday, Sept 28th. I wasted hours driving to/from Shrewsbury, Ma, an 80 mile round trip. Wagner Motors sells cBusiness Response We repeatedly communicated the steps associated with both the purchase and transfer of plates for a motor vehicle in the state of Massachusetts. The customer was unable to understand the process. We believe we honored all of our commitments to the customer including letting her borrow one of our cars for a weekend for her personal use while she waited for her ordered car to arrive. It became clear when the vehicle arrived we were not able to satisfy her, so I offered the vehicle she ordered to any dealer of her choosing so that she would not be inconvenienced, which is what ultimately happened. We are not the customers local dealer and we feel she is best served by establishing a relationship with her local dealer.