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Mercedes Benz of Spokane

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Mercedes Benz of Spokane Reviews (2)

My name is Dan C[redacted], General Manager of Mercedes-Benz of Spokane.  The address below is incorrect.  Our business is at [redacted].  I have reviewed the complaint and also spoke with my management team to get further info.  Just for a little...

back story of our company, we purchased the Mercedes-Benz store (our company’s name is [redacted]) on October 16th 2017 from [redacted].  When Ms. [redacted] purchased her vehicle, Mercedes-Benz of Spokane was owned by [redacted]. I have not accessed her purchase agreement but to reference her complaint it sounds like she purchased extra product in the form of GAP Insurance.  Different Automotive Groups have GAP insurance through different companies. Because of the buy/sell on October 16th 2017 we ([redacted]) do not have a legal obligation or have legal access to process a GAP cancelation for another company.  [redacted] does offer a Gap protection that we would be able to assist with but it is my understanding that Ms. [redacted] purchased [redacted] Gap.  At that point we are unable to assist.  The best we can offer is to reach out to [redacted] on behalf of the customer (which we did) but again, they ball is in their court.  We want to pride ourselves on customer service but I can’t force [redacted] to communicate.  Just this morning, we have reached out to [redacted] again on behalf of the customer, and have heard nothing.  In reference to the “Desired Settlement”, I understand that the customer would like the refund.  The statement that “They easily took our money” should not be pointed at [redacted].  We were not the recipients of any profit for this transaction and we can only and simply be an advocate for Ms. [redacted]. We have attempted to start communication from [redacted] (with no obligation) and have got as far as she has.  The Revdex.com complaint should be directed to [redacted] and I do apologize that my team was not able to help further.

I received a letter dated 7/21/16 stating if Ipurchased a vehicle from you, Iwas to be congratulated. It further stated that because I recently inquired about doing business with you, my credit report was obtained and you were unable to sell me a vehicle based (in whole or part) on information...

obtained from a credit bureau. Additionally, it stated that if I would like a statement of the specific reason why this action was taken, I must contact you within 60 days of the notice. Please consider this as written notification that I am requesting specific details. You should be aware that the integrity of Mercedes of Spokane has been compromised, and I would like to share my experience with you. On June 7, I met with Cahnen C[redacted] to discuss options for a mid-size SUV. Itest drove a GLC300, and discussed options available and what I desired in a car. Cahnen provided me with a MSRP print-out for a GLC300W4. As I was very interested in the car, the next day Icontacted a credit union regarding financing, and also checked with my insurance carrier about coverage for a new car. Cahnen was very courteous; he even sent me a thank you note indicting he was looking forward to working with me. Iwas impressed, as he was the only salesperson to send a follow up note (I had met with 5 other dealerships/sales people, test driving cars to determine which one was best for me). As Iwas going to trade in my current car (Audi A4) Cahnen looked over the car, and said he would follow up regarding a trade value. I sent a follow up email to him that evening, asking whether he could provide me with a trade-in quote. I also asked about the possibility of a 2015 model. On June 8, he responded his manager would want to see the car before quoting a price and that yes, a 2015 was a possibility although there was none available at that time at the dealership.  I responded I would pursue a 2016 model. Cahnen indicated he would be out of the office the next two days. On June 10, Cahnen sent an email stating the Audi would be valued at between $7500-8000, but his manager would need to see it. On June 13, Cahnen emailed he had spoken with Derek A[redacted] and clarified answers to questions I had about extended warranty,service maintenance programs, etc. Cahnen was aware that Iwas going to be out of the country from June 27 through July 24; my goal was to have all the purchase details ironed out prior to leaving so that when I returned, alii had to do was to complete the last pieces to pick up the new car. On June 17, I brought a friend with me to look at a GLC300. Cahnen met with us; we went for a test drive again. On June 19, Cahnen sent me the MSRP for a GLC300 that had all the items on my wish list. I responded on June 20 with a few additional questions. Cahnen responded with answers the same day. I also asked questions about financing, and was told the finance manager would respond to those questions. At this time (4:21 pm), Cahnen offered that since the car wasn't physically there, all the paperwork could be done via phone and email; he could then meet me with the paperwork at my home or a Starbucks for the signing of the documents- "then, when the car comes in and is detailed, you just come in to pick it up. Super easy and convenient." I   recall thinking at the time this was the easiest purchase of a car I  had ever experienced . were discussing was approximately $1800, and I asked Cahnen if his word and integrity- and the integrity of the dealership- was worth $1800; if he couldn't keep his word for one month, I had no confidence that in agreeing to order a car now that would be delivered in eight months that someone on his end would not change the agreement. This was a difficult conversation for both Cahnen and myself; I asked to speak with the manager and when Cahnen went to get him he was gone for about 5 minutes, then returned and said his manager was in the middle of something and couldn't meet with me. At this point, I  stated I would take my business elsewhere. Cahnen's response: Okay. Two days later, I  completed a transaction for a new car with another dealer.  My credit scores on July 28 were 822, 839 and 854- so imagine my surprise when I  received a letter on June 29 from Lithia stating they were unable to sell me a Mercedes due to my credit rating. I  would like you to be aware I currently own a Mercedes, and have taken it to your dealership for the past 9 years for maintenance and necessary repairs ONLY because of your service department. I have requested that Derek A[redacted] personally work on my car, and that request has been honored each time. Your service department is stellar; Amber has been excellent in her attention to detail and follow up. My apologies for the length of this letter. I  have referred to my saved emails for accuracy and would be agreeable to sharing those with you. I am of the generation and profession where one's word defines the integrity of the individual but, this obviously is not the standard by which your managers and staff are held. hope you will hold your staff and managers accountable to keep their word with future consumers. I will no longer be a Mercedes Spokane customer, and will not miss an opportunity to share my experience with others hoping to purchase a Mercedes from your dealership. I  look  forward  to  your  statement  in  response .

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