Well where do I even begin with my experience hereFirst of all, my wife was online and she found THE car (white GLK) she wanted, in West Edmonton at MercedesIt was a fair price so we decided to inquire about itWe were dealing with Brian during the sales talks and while he started off well enough he got quite pushy and started pressuring us after ensuring once we had placed the deposit we could take our timeBut this was THE car she wanted so we carried on, [redacted] ***(Brian did pick me up at the airport so I will give him credit for that!) Next we dealt with Sheldon in finance, who was a nice helpful guyI did the rest of my dealings through him, finalizing the saleI flew to Edmonton from Regina at the end of November to pick up the carEverything went smoothly at this visit, obviously I was purchasing a car! I drove the car back to Regina and on the way I noticed the brakes were squealing, concerning for a car with km on itI called Mercedes West Edmonton to express my concerns about thisI spoke to Craig about thisCraig assured me the car brakes would be taken care of when we were in Edmonton over the Christmas breakSo I booked the car in on December 27th [redacted] Fast forward to December 27th and us taking the car inWhile the lady in service we were dealing with, Tawnja, was great, everything fell apartI went for a drive with the shop foreman (whose name I forget) and the excuses began for reasons why the brakes were squealing when stopping, mostly pointing to operator errorI put my foot on the brake and expect the car to stop silently, seems like a simple conceptApparently notAt this point he also told me that he had NEVER heard of Mercedes doing anything for squealing brakes, as it is not a ware issue..say what? I am expected to roll around in a Benz with squealing brakes? Come on now..but I gave them the benefit of the doubt and told them I didn't want a bandaid fix but that they could try the brake clean route firstAfter a minute drive..guess what?? The brakes were squealing!! So back the car wentMy wife had a conversation on the phone with Craig and he had more excuses, [redacted] She told him to get it fixed or keep itHe listened but had no real solution for us so she called Tawnand TAWNwent to bat for usHer manager, Christian E [redacted] called [redacted] (FINALLY) and they said replace the brakes [redacted] But the brakes were a special order (US BRAKES ONLY-the paperwork said) [redacted] ***My wife had a meeting with Christian to discuss our shock and dissatisfaction with the goings on around these brakesShe was shocked that excuses continuedAn apology and a 'let us take care of you' is all we wanted and no one apologized, not even onceEven after [redacted] agreed to fix it, the excuses continued! SHOCKED is an understatement for how we feelBottom line the dealer did not want to cover the cost of replacing the pads and rotors, even though they were faulty when they sold the carUsed or not, a car coming from a dealer that has been certified preowned needed to be in top shapeThis car wasn't [redacted] ***In the end we did get the brakes fixed thanks to [redacted] , and as for Mercedes West Edmonton, they won't see us againChristian assured me the President, Scott H***, knew all about the goings on around this car and any company that makes the customer feel as we did, won't be getting another penny from us [redacted]
Avoid this dealership at all costVery, very poor serviceTheir service department is pathetic and full of excusesIt took them full days to give me a quote, and it took them an hour to write up the quoteStill had to pay over $just for them looking at the carThe service manager was not interested in my complaint, or assisting at allNot recommended at all
Initial Business Response /* (1000, 6, 2015/07/24) */
Mr***(customer) purchased a ***-*** *** *** from David Morris Fine Cars (DMFC) for $116,on Jan17,with a delivery mileage of 178km
The customer states that he had bought a $130,car and that
he was lied to about the tires; both comments being untrue
The customer bought a very high performance vehicle with over horsepower, which has to be supplied with ** speed rated tiresHe was very well aware of what he was purchasingNobody from DMFC told him his vehicle was equipped with other than the correct, original, high performance tires
Some customers drive high performance AMG vehicles in the summer months only with the ZR(300km/hr) rated tires
When fitted with the appropriate, ***-*** recommended,
V-rated(km/hr) winter tires, with 4-magic drive, his vehicle would be a capable winter performer
On Feb04, 2015, customer purchased the recommended winter tires from our parts counter but did not have them fitted at our DMFC
On March 20, the customer visited DMFC to have the recommended differential oil changed at a charge of $
The mileage on the vehicle was 3,kmand the customer was lent a Service Rental vehicle for the day at no charge
On March 20,2015, the customer was invoiced for $to cover the charged cost of his having been summonsed for a stop sign violation while in the possession of our vehicle
On April 17, 2015, customer received service on one or two minor issues at no charge and was again lent a Service Rental at no chargeWe were asked to inspect two front summer tires that he had in the trunkThe tires had circumferential cracks in the rubber and we took photographs to show the the supplying *** Service Representative.We were unaware of under which circumstances the tire were driven in nor under what circumstances they had been storedSoon after, the Representative came to DMFC to see the tires, which were not here and asked to have them brought to DMFC for his inspectionSome time later,in May, at our request, the customer delivered the tires to DMFC for subsequent inspection
The Representative agreed to supply two new tires of the same type under a Goodwill policy to be supplied to customerThese tires had to be special ordered and were supplied to us earlier this week and supplied to customer on July 22, DMFC has not been involved in any of the tire changing or balancing and has no knowledge of the current mileage on the vehicle
We are unaware of the conditions, or under what circumstances the vehicle has been driven since we last saw it in April,
DMFC has fulfilled all the requests of the customer, who has never been lied to or misled in any way by any of our staff, who I have interviewed
It is not reasonable to expect us to pay for worn out or otherwise damaged tires on a customer's vehicle, that has no mechanical faults
Mr*** has been treated fairly and responsibly with respect at all times by DMFCWe have not been involved with the servicing of his tires or wheels, other than to arrange for the requested replacement of two front tires on a Goodwill basis
He is welcome to continue with his service requirements at DMFC, despite his wrongful and unfair allegations against us
Respectfully submitted,
*** ***,
President,
David Morris Fine Cars Ltd
Initial Consumer Rebuttal /* (3000, 8, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly for you to say I was very well aware of what I was purchasing was wrongIf I was aware then I wouldn't have asked what kind of tires were on the car before I bought itSecondly just because you "interviewed" the sales person that doesn't not mean he never said what he did***
Well where do I even begin with my experience here. First of all, my wife was online and she found THE car (2015 white GLK) she wanted, in West Edmonton at Mercedes. It was a fair price so we decided to inquire about it.
We were dealing with Brian during the sales talks and while he started off well enough he got quite pushy and started pressuring us after ensuring once we had placed the deposit we could take our time. But this was THE car she wanted so we carried on, [redacted]. (Brian did pick me up at the airport so I will give him credit for that!)
Next we dealt with Sheldon in finance, who was a nice helpful guy. I did the rest of my dealings through him, finalizing the sale.
I flew to Edmonton from Regina at the end of November to pick up the car. Everything went smoothly at this visit, obviously I was purchasing a car!
I drove the car back to Regina and on the way I noticed the brakes were squealing, concerning for a car with 25000 km on it. I called Mercedes West Edmonton to express my concerns about this. I spoke to Craig about this. Craig assured me the car brakes would be taken care of when we were in Edmonton over the Christmas break. So I booked the car in on December 27th. [redacted]
Fast forward to December 27th and us taking the car in. While the lady in service we were dealing with, Tawnja, was great, everything fell apart.
I went for a drive with the shop foreman (whose name I forget) and the excuses began for reasons why the brakes were squealing when stopping, mostly pointing to operator error. I put my foot on the brake and expect the car to stop silently, seems like a simple concept. Apparently not. At this point he also told me that he had NEVER heard of Mercedes doing anything for squealing brakes, as it is not a ware issue..say what? I am expected to roll around in a Benz with squealing brakes? Come on now..but I gave them the benefit of the doubt and told them I didn't want a bandaid fix but that they could try the brake clean route first. After a 20 minute drive..guess what?? The brakes were squealing!! So back the car went.
My wife had a conversation on the phone with Craig and he had more excuses, [redacted]. She told him to get it fixed or keep it. He listened but had no real solution for us so she called Tawnja and TAWNJA went to bat for us. Her manager, Christian E[redacted] called [redacted] (FINALLY) and they said replace the brakes. [redacted] But the brakes were a special order (US BRAKES ONLY-the paperwork said) [redacted].
My wife had a meeting with Christian to discuss our shock and dissatisfaction with the goings on around these brakes. She was shocked that excuses continued. An apology and a 'let us take care of you' is all we wanted and no one apologized, not even once. Even after [redacted] agreed to fix it, the excuses continued! SHOCKED is an understatement for how we feel.
Bottom line the dealer did not want to cover the cost of replacing the pads and rotors, even though they were faulty when they sold the car. Used or not, a car coming from a dealer that has been certified preowned needed to be in top shape. This car wasn't [redacted].
In the end we did get the brakes fixed thanks to [redacted], and as for Mercedes West Edmonton, they won't see us again. Christian assured me the President, Scott H[redacted], knew all about the goings on around this car and any company that makes the customer feel as we did, won't be getting another penny from us.
[redacted]
Avoid this dealership at all cost. Very, very poor service. Their service department is pathetic and full of excuses. It took them 2 full days to give me a quote, and it took them an hour to write up the quote. Still had to pay over $600.00 just for them looking at the car. The service manager was not interested in my complaint, or assisting at all. Not recommended at all.
Well where do I even begin with my experience hereFirst of all, my wife was online and she found THE car (white GLK) she wanted, in West Edmonton at MercedesIt was a fair price so we decided to inquire about itWe were dealing with Brian during the sales talks and while he started off well enough he got quite pushy and started pressuring us after ensuring once we had placed the deposit we could take our timeBut this was THE car she wanted so we carried on, [redacted] ***(Brian did pick me up at the airport so I will give him credit for that!) Next we dealt with Sheldon in finance, who was a nice helpful guyI did the rest of my dealings through him, finalizing the saleI flew to Edmonton from Regina at the end of November to pick up the carEverything went smoothly at this visit, obviously I was purchasing a car! I drove the car back to Regina and on the way I noticed the brakes were squealing, concerning for a car with km on itI called Mercedes West Edmonton to express my concerns about thisI spoke to Craig about thisCraig assured me the car brakes would be taken care of when we were in Edmonton over the Christmas breakSo I booked the car in on December 27th [redacted] Fast forward to December 27th and us taking the car inWhile the lady in service we were dealing with, Tawnja, was great, everything fell apartI went for a drive with the shop foreman (whose name I forget) and the excuses began for reasons why the brakes were squealing when stopping, mostly pointing to operator errorI put my foot on the brake and expect the car to stop silently, seems like a simple conceptApparently notAt this point he also told me that he had NEVER heard of Mercedes doing anything for squealing brakes, as it is not a ware issue..say what? I am expected to roll around in a Benz with squealing brakes? Come on now..but I gave them the benefit of the doubt and told them I didn't want a bandaid fix but that they could try the brake clean route firstAfter a minute drive..guess what?? The brakes were squealing!! So back the car wentMy wife had a conversation on the phone with Craig and he had more excuses, [redacted] She told him to get it fixed or keep itHe listened but had no real solution for us so she called Tawnand TAWNwent to bat for usHer manager, Christian E [redacted] called [redacted] (FINALLY) and they said replace the brakes [redacted] But the brakes were a special order (US BRAKES ONLY-the paperwork said) [redacted] ***My wife had a meeting with Christian to discuss our shock and dissatisfaction with the goings on around these brakesShe was shocked that excuses continuedAn apology and a 'let us take care of you' is all we wanted and no one apologized, not even onceEven after [redacted] agreed to fix it, the excuses continued! SHOCKED is an understatement for how we feelBottom line the dealer did not want to cover the cost of replacing the pads and rotors, even though they were faulty when they sold the carUsed or not, a car coming from a dealer that has been certified preowned needed to be in top shapeThis car wasn't [redacted] ***In the end we did get the brakes fixed thanks to [redacted] , and as for Mercedes West Edmonton, they won't see us againChristian assured me the President, Scott H***, knew all about the goings on around this car and any company that makes the customer feel as we did, won't be getting another penny from us [redacted]
Avoid this dealership at all costVery, very poor serviceTheir service department is pathetic and full of excusesIt took them full days to give me a quote, and it took them an hour to write up the quoteStill had to pay over $just for them looking at the carThe service manager was not interested in my complaint, or assisting at allNot recommended at all
Initial Business Response /* (1000, 6, 2015/07/24) */
Mr***(customer) purchased a ***-*** *** *** from David Morris Fine Cars (DMFC) for $116,on Jan17,with a delivery mileage of 178km
The customer states that he had bought a $130,car and that
he was lied to about the tires; both comments being untrue
The customer bought a very high performance vehicle with over horsepower, which has to be supplied with ** speed rated tiresHe was very well aware of what he was purchasingNobody from DMFC told him his vehicle was equipped with other than the correct, original, high performance tires
Some customers drive high performance AMG vehicles in the summer months only with the ZR(300km/hr) rated tires
When fitted with the appropriate, ***-*** recommended,
V-rated(km/hr) winter tires, with 4-magic drive, his vehicle would be a capable winter performer
On Feb04, 2015, customer purchased the recommended winter tires from our parts counter but did not have them fitted at our DMFC
On March 20, the customer visited DMFC to have the recommended differential oil changed at a charge of $
The mileage on the vehicle was 3,kmand the customer was lent a Service Rental vehicle for the day at no charge
On March 20,2015, the customer was invoiced for $to cover the charged cost of his having been summonsed for a stop sign violation while in the possession of our vehicle
On April 17, 2015, customer received service on one or two minor issues at no charge and was again lent a Service Rental at no chargeWe were asked to inspect two front summer tires that he had in the trunkThe tires had circumferential cracks in the rubber and we took photographs to show the the supplying *** Service Representative.We were unaware of under which circumstances the tire were driven in nor under what circumstances they had been storedSoon after, the Representative came to DMFC to see the tires, which were not here and asked to have them brought to DMFC for his inspectionSome time later,in May, at our request, the customer delivered the tires to DMFC for subsequent inspection
The Representative agreed to supply two new tires of the same type under a Goodwill policy to be supplied to customerThese tires had to be special ordered and were supplied to us earlier this week and supplied to customer on July 22, DMFC has not been involved in any of the tire changing or balancing and has no knowledge of the current mileage on the vehicle
We are unaware of the conditions, or under what circumstances the vehicle has been driven since we last saw it in April,
DMFC has fulfilled all the requests of the customer, who has never been lied to or misled in any way by any of our staff, who I have interviewed
It is not reasonable to expect us to pay for worn out or otherwise damaged tires on a customer's vehicle, that has no mechanical faults
Mr*** has been treated fairly and responsibly with respect at all times by DMFCWe have not been involved with the servicing of his tires or wheels, other than to arrange for the requested replacement of two front tires on a Goodwill basis
He is welcome to continue with his service requirements at DMFC, despite his wrongful and unfair allegations against us
Respectfully submitted,
*** ***,
President,
David Morris Fine Cars Ltd
Initial Consumer Rebuttal /* (3000, 8, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly for you to say I was very well aware of what I was purchasing was wrongIf I was aware then I wouldn't have asked what kind of tires were on the car before I bought itSecondly just because you "interviewed" the sales person that doesn't not mean he never said what he did***
Well where do I even begin with my experience here. First of all, my wife was online and she found THE car (2015 white GLK) she wanted, in West Edmonton at Mercedes. It was a fair price so we decided to inquire about it.
We were dealing with Brian during the sales talks and while he started off well enough he got quite pushy and started pressuring us after ensuring once we had placed the deposit we could take our time. But this was THE car she wanted so we carried on, [redacted]. (Brian did pick me up at the airport so I will give him credit for that!)
Next we dealt with Sheldon in finance, who was a nice helpful guy. I did the rest of my dealings through him, finalizing the sale.
I flew to Edmonton from Regina at the end of November to pick up the car. Everything went smoothly at this visit, obviously I was purchasing a car!
I drove the car back to Regina and on the way I noticed the brakes were squealing, concerning for a car with 25000 km on it. I called Mercedes West Edmonton to express my concerns about this. I spoke to Craig about this. Craig assured me the car brakes would be taken care of when we were in Edmonton over the Christmas break. So I booked the car in on December 27th. [redacted]
Fast forward to December 27th and us taking the car in. While the lady in service we were dealing with, Tawnja, was great, everything fell apart.
I went for a drive with the shop foreman (whose name I forget) and the excuses began for reasons why the brakes were squealing when stopping, mostly pointing to operator error. I put my foot on the brake and expect the car to stop silently, seems like a simple concept. Apparently not. At this point he also told me that he had NEVER heard of Mercedes doing anything for squealing brakes, as it is not a ware issue..say what? I am expected to roll around in a Benz with squealing brakes? Come on now..but I gave them the benefit of the doubt and told them I didn't want a bandaid fix but that they could try the brake clean route first. After a 20 minute drive..guess what?? The brakes were squealing!! So back the car went.
My wife had a conversation on the phone with Craig and he had more excuses, [redacted]. She told him to get it fixed or keep it. He listened but had no real solution for us so she called Tawnja and TAWNJA went to bat for us. Her manager, Christian E[redacted] called [redacted] (FINALLY) and they said replace the brakes. [redacted] But the brakes were a special order (US BRAKES ONLY-the paperwork said) [redacted].
My wife had a meeting with Christian to discuss our shock and dissatisfaction with the goings on around these brakes. She was shocked that excuses continued. An apology and a 'let us take care of you' is all we wanted and no one apologized, not even once. Even after [redacted] agreed to fix it, the excuses continued! SHOCKED is an understatement for how we feel.
Bottom line the dealer did not want to cover the cost of replacing the pads and rotors, even though they were faulty when they sold the car. Used or not, a car coming from a dealer that has been certified preowned needed to be in top shape. This car wasn't [redacted].
In the end we did get the brakes fixed thanks to [redacted], and as for Mercedes West Edmonton, they won't see us again. Christian assured me the President, Scott H[redacted], knew all about the goings on around this car and any company that makes the customer feel as we did, won't be getting another penny from us.
[redacted]
Avoid this dealership at all cost. Very, very poor service. Their service department is pathetic and full of excuses. It took them 2 full days to give me a quote, and it took them an hour to write up the quote. Still had to pay over $600.00 just for them looking at the car. The service manager was not interested in my complaint, or assisting at all. Not recommended at all.