Helms Bros., inc.

Review: I'm not sure how long this will be, so please bear with me. I'm only giving them one star because of service consultant [redacted] and they gave me a Mercedes Benz umbrella. Earlier this year my car needed a little body work. So I was assigned to [redacted], who was condescending and trying to up-sell me on extra things. In addition to the body work I also got the car detailed. While my car was still with them, id email [redacted] different questions that I had, and he was SUPER slow to respond. and when he did, it wasn't even to answer everything. One of the questions I asked was if he could turn up the volume on my navigation system, bc sometimes the voice is too low. He never responded to that. Now, fast forward to when I go to pick up my vehicle. The body work was fabulous...it looked just like nothing happened, so I was very happy about that. As a standard they are supposed to wash and vacuum the car. The vacuumed but didn't wash. I really just wanted to get home so I didn't make a big deal of it. When I turned the car on, it said "cannot read navigation DVD". So I turned the car off and back on again...same error message. I had them get [redacted]. He took the DVD out, looked at it, said its corrupted and that I need to buy a new DVD for $200...and that my DVD probably never worked. I was so pissed! it DEFINITELY worked. I informed him that I used the navigation to lead me there...so it worked. He was like, oh well...a new one is $200. Needless to say, he never turned up the volume on my navigation. I was pissed but didn't want to make a scene, so I left. Later that night I emailed corporate to inform them of what happened. The next morning I called corporate and they assigned me a case manager. That afternoon I received an email from [redacted] saying he found a navigation DVD in storage (same year as my car) and that I can have it for free...if I want it. I told him I do, he asked when I would be there to pick it up, I told him I'm not coming there and that he can mail it to me....he did. Now for this weeks incident. when I brought the car in, I was assigned to [redacted]. I specifically said that I did not want to work with [redacted]. I told [redacted] that my brakes were a little squeaky but that they worked excellent, so it probably needs some fluid.he make a note of it and said they will check it out. The next day I was having an issue with my extended warranty and [redacted] was SUPER helpful, courteous and attentive. Every email I sent his was responded to in a timely manner. When I asked about the navigation volume, he said he will show me how to do it and offered me a loaner while they worked on my car. The day I picked it up [redacted] informed me that I need all new brakes and that they can do it for only $500. I said no thanks...cause I know its [redacted]. They bring my car around, fresh from being washed and I noticed one of the screw caps on my license plate frame is missing. I told the service guy, and he said oh, I guess it got lost in the car wash. oh well. I gave him an unsatisfied look...he then offered to go and look for it (but he was obviously frustrated). When he came back I noticed that my car hadn't been vacuumed. I mentioned it and he said oh, I thought you were in a rush. I said OK, but that's standard so it needs to be done. more attitude, but he did it. Then I asked about my navigation volume and told him to get [redacted]. he insisted he knew what he was doing....but he obviously didn't. I had to ask for [redacted] 2 more times before he went and got [redacted]. Throughout both incidences I contacted the manager and he NEVER got back to me. *SIGH* I most definitely will NOT be going back there in the future and have told other Mercedes owners not to go there.Desired Settlement: free car wash

Business

Response:

To Whom It May Concern:

On April **, 2013 [redacted] dropped off her 2007 CLK350 for bodywork. Once the body repairs were completed (6 days later), a vehicle check was performed in which it was found the 'A' maintenance service was due and the check engine warning light was on. The check engine light was being caused by the Balance Shaft which had fault codes and needed replacement. [redacted] declined the Balance Shaft repair and only authorized for the 'A' service to be performed. These were the only two repairs which [redacted] presented to [redacted]. He did not attempt to "upsell" any repairs her vehicle did not need. On Monday, 4/*/13 [redacted] left a message for [redacted] that her vehicle was complete. She arrived on Saturday, 4/**/13 but was unable to pick up her vehicle because she did not have the funds to pay for the repairs. Eleven days later on 7/**/13 [redacted] returned and picked up her vehicle. A complimentary car wash is performed on all vehicles serviced the day repairs are completed. This car wash includes a light vacuum and exterior wash. We offer a full detail for the amount of $189.99 which was not authorized, therefore only the complimentary wash was performed.

[redacted]'s vehicle sat fox a total of 17 days after completion. This would result in the vehicle getting dusty again. Regarding [redacted] being updated on her vehicles progress, [redacted] had an extremely difficult time getting in contact with the her. When the vehicle was dropped off she informed [redacted] that she works in a lawyer's office and would be unreachable at work and would not be able to answer her cell phone either.

Therefore, [redacted] was forced to leave voicemail messages. A navigation DVD was needed and provided at a later date for [redacted] at no charge. This disc normally ranges in the amount of $200-$250. When I the vehicle returned on 7/**/13 [redacted] sat with advisor [redacted]. She requested diagnosis for the following: Side marker lamps out, Check Engine Light, Brake Squeak. [redacted] attempted to have the Balance Shaft covered by [redacted]' extended warranty but the claim was denied. [redacted] then approached me for assistance in this repair. I offered for Helms to pay for 50% of the repair ($3000 off the $6000 total). [redacted] presented this offer to [redacted] who declined along with all other recommended repairs. Upon vehicle pick up [redacted] assisted [redacted] with adjusting the volume on her navigation and explained diagnostic work that was done regarding her concerns.

Should you need to contact me regarding this issue you may call me at ###-###-#### or via email at