Mercedes Benz of Buffalo

I received your letter regarding Ms [redacted] My sincere apologies to Ms [redacted] if she feels one or several of my employees have treated her rudelyI reviewed the letter with the employees that I could ascertain were involved in Ms [redacted] 's recall service appointmentApparently when Ms [redacted] arrived for service on 01/30/16, a number of loaner vehicles had not been returned from the day before and therefore we did not have any availableWhile this does not happen often, sometimes we are unable to control when people return their loaner vehiclesIn this instance, we do our best to get the client in and out in a short period of time, or offer to shuttle them homeThe recall was a short software update, so we did our best to the vehicle serviced promptlyI have advised the employee involved and explained in this instance what other options we could have made available such as offering one our manager demonstrators to use instead of a loaner or offering to pick up the vehicle the next day wherever they are located, complete the recall and return it to the client when completeHowever, I understand thatdid not help Ms [redacted] in her situationGoing forward I would suggest Ms [redacted] contact either myself, Brooke [redacted] (General Manager) or Brian [redacted] (Service and Parts Director)We are available every day and are here to assist clients who have questions, issues arise with their vehicle or do not feel they have had a "best or nothing" experienceAgain my apologies Thank you for bringing this matter to my attention Sincerely, Robert J [redacted] ***President Mercedes-Benz of Buffalo Main Street Williamsville, NY www.mercedesbenzbflo.com

I am responding to your letter dated 09/11/regarding Mr [redacted] ***Mr [redacted] visited our dealership September 9, He called wanting to service his vehicle that dayOur appointment coordinator indicated that we did not have a loaner vehicle available that day, but if he would be willing to wait we could have him out in about minutesMr [redacted] indicated to her that he needed to be gone by 5pmShe said if he got here by 3PM, he should be have no problem being out by 5pmShe then made an appointment for Mr [redacted] with Service Advisor Neil T***Mr [redacted] arrived at 3pm and was greeted by Neil T***They began the write up process and when Neil indicated to Mr [redacted] that we would be waiting, Mr [redacted] became very agitatedHe asked for a loaner and was again told that he did not have one availableLoaners are provided based on reservation, usually there is a one to two day wait for a Mercedes-Benz loanerNeil suggested that we could provide him a shuttle to his home, but based on the time of day we would not have anyone available to bring him backMaybe a family member or friend could return himThe other option presented was that we could reschedule for another day and we would pick his car up, bring him a loaner as not to disrupt himIt is my understanding that Mr [redacted] was not happy with any of the above options and decided to waitHe went into the waiting room still agitated and returned several minutes later to the service offices and begun jumping up and down, screaming, swearing and at one point punching his phoneIt was violent,and scary for the employees and clients who witnessed itOur Service and Parts Director Brian S [redacted] tried to speak to Mr***, after determining that he would not be able to have a rational conversation directed that Mr***'s vehicle be brought to him and that he leave the premisesBrian did hand Mr [redacted] his business card and suggested they speak at a later timeMr [redacted] sent an email to our company the next morningI have attached the response email that I sentYou will see that the invitation still stands for Mr [redacted] to speak with BrianI also offered as Neil [redacted] did for us to pick up his vehicle, bring him a loaner and perform the maintenanceI have received no response from Mr [redacted] since emailing him back on September 10thPlease let me know if I can be of additional helpBest regards, Brooke PA [redacted] General Manager Mercedes-Benz of Buffalo

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is some what satisfactory to meI hope that the employees of that company would stop informing clients that it is company policy not to give out loaner cars to clients who did not purchase from them, I'm sure corporate wouldn't like it either especially when they are making buisness from servicing my car Regards, [redacted]

Consumer filed new complaint: Customer Service Issues More than twice I was treated with no respect at the Mercedes dealerThey are rude and judgmentalSecond time I went to get the recall on my vehicle addressed twice I was told that I will be getting a loaner car and when it was time for the appointments they didn't have a loaner or transpiration like they said they wouldA friend of mine also stated he was treated with no respect and was looked down upon because of what he was wearingHe said he will never again in his life do business with MercedesI feel the same way that is why I went to Rochester to make my purchaseI have filed a complaint but didn't do it the right way this time j want the dealer to know Contact by the business Better customer service and respect to all customers who walk threw those doorsWhen I'm told they will do or have something for me I want it done

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards, *** ***

I received your letter regarding Ms. [redacted]. My sincere apologies to Ms. [redacted] if she feels one or several of my employees have treated her rudely. I reviewed the letter with the employees that I could ascertain were involved in Ms. [redacted]'s recall service appointment. Apparently when Ms. [redacted] arrived for service on 01/30/16, a number of loaner vehicles had not been returned from the day before and  therefore we did not have any available. While this does not happen often, sometimes we are unable to control when people return their loaner vehicles. In this instance, we do our best to get the client in and out in a short period of time, or offer to shuttle them home. The recall was a short software update, so we did our best to the vehicle serviced promptly. I have advised the employee involved and explained in this instance what other options we could have made available such as offering one our manager demonstrators to use instead of a loaner or offering to pick up the vehicle the next day wherever they are located, complete the recall and return it to the client when complete. However, I understand thatdid not help Ms. [redacted] in her situation. Going forward I would suggest Ms. [redacted] contact either myself, Brooke [redacted] (General Manager) or  Brian [redacted] (Service and Parts Director). We are available every day and are here to assist clients who  have questions, issues arise with their vehicle or do not feel they have had a "best or nothing"  experience. Again my apologies.   Thank you for bringing this matter to my attention.  Sincerely, Robert J. [redacted]President  Mercedes-Benz of Buffalo 8185 Main Street Williamsville, NY 14221 www.mercedesbenzbflo.com

I am responding to your letter dated 09/11/2015 regarding Mr. [redacted]. Mr. [redacted] visited our dealership September 9, 2015. He called wanting to service his vehicle that day. Our appointment coordinator indicated that we did not have a loaner vehicle available that day, but if he would be...

willing to wait we could have him out in about 90 minutes. Mr. [redacted] indicated to her that he needed to be gone by 5pm. She said if he got here by 3PM, he should be have no problem being out by 5pm. She then made an appointment for Mr. [redacted] with Service Advisor Neil T[redacted]. Mr. [redacted] arrived at 3pm and was greeted by Neil T[redacted]. They began the write up process and when Neil indicated to Mr. [redacted] that we would be waiting, Mr. [redacted] became very agitated. He asked for a loaner and was again told that he did not have one available. Loaners are provided based on reservation, usually there is a one to two day wait for a Mercedes-Benz loaner. Neil suggested that we could provide him a shuttle to his home, but based on the time of day we would not have anyone available to bring him back. Maybe a family member or friend could return him. The other option presented was that we could reschedule for another day and we would pick his car up, bring him a loaner as not to disrupt him. It is my understanding that Mr. [redacted] was not happy with any of the above options and decided to wait. He went into the waiting room still agitated and returned several minutes later to the service offices and begun jumping up and down, screaming, swearing and at one point punching his phone. It was violent,and scary for the employees and clients who witnessed it. Our Service and Parts Director Brian S[redacted] tried to speak to Mr. [redacted], after determining that he would not be able to have a rational conversation directed that Mr. [redacted]'s vehicle be brought to him and that he leave the premises. Brian did hand Mr. [redacted] his business card and suggested they speak at a later time. Mr. [redacted] sent an email to our company the next morning. I have attached the response email that I sent. You will see that the invitation still stands for Mr. [redacted] to speak with Brian. I also offered as Neil [redacted] did for us to pick up his vehicle, bring him a loaner and perform the maintenance. I have received no response from Mr. [redacted] since emailing him back on September 10th. Please let me know if I can be of additional help. Best regards, Brooke P. A[redacted] General Manager  Mercedes-Benz of Buffalo

Consumer filed new complaint: Customer Service Issues  More than twice I was treated with no respect at the Mercedes dealer. They are rude and judgmental. Second time I went to get the recall on my vehicle addressed twice I was told that I will be getting a loaner car and when it was time for...

the appointments they didn't have a loaner or transpiration like they said they would. A friend of mine also stated he was treated with no respect and was looked down upon because of what he was wearing. He said he will never again in his life do business with Mercedes. I feel the same way that is why I went to Rochester to make my purchase. I have filed a complaint but didn't do it the right way this time j want the dealer to know.  Contact by the business         Better customer service and respect to all customers who walk threw those doors. When I'm told they will do or have something for me I want it done.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is some what satisfactory to me. I hope that the employees of that company would stop informing clients that it is company policy not to give out loaner cars to clients who did not purchase from them, I'm sure corporate wouldn't like it either especially when they are making buisness from servicing my car.   Regards,  [redacted]