I needed to obtain a replacement key because my keys were stolen or misplaced. As a result, I had the car towed to the Mercedes dealer in Ft. Lauderdale. I arrived close to closing time on a Friday. I was pleased with the initial drop-off. Although the Parts department (for the key) was closed, I successfully interacted with "D", who is one of the service advisers. He also arranged for the 20k mile service, which is currently due. I figured I would handle both issues at once. Unfortunately, everything went downhill from there. First, they had no loaner car available. This was especially problematic because Enterprise was closed (after 6pm). Second, "D" told me to call the next morning so I could arrange to obtain a loaner car. When I called the next morning, a woman told me that no cars were (still) available; however, she would put me on the waiting list. I never heard back from her. The Parts department was equally unimpressive. Steve in Parts told me that the key would likely be ready on Monday. However, Monday comes and goes and I receive no word from Parts. I call on Tuesday, and learn that the key actually arrived on Monday! (Their excuse: Steve was out sick on Monday. But why couldn't Stanley or any other Parts employee give me a call? Or my service advisor?) Now it's Tuesday, and we know that the key is available. I tell Stanley that I'm still waiting on my 20k mile service as well, and I'm not sure if that service has been accomplished? He tells me he'll take care of it, and then hangs up. I hear nothing from the dealership for the rest of the day, or on Wednesday morning. By late morning on Wednesday, I am furious and give them a call. A lady tells me the car is in the service bay. I assume the car will be done shortly, since the car is simply in the bay for routine service. She doesn't offer an ETA. By mid-afternoon Wednesday, I still haven't heard from anyone. I call the dealership again, and a different lady tells me the "paperwork is just being finished." The service department closes at 7pm, so I call them around 5:30pm. The receptionist transfers me to an unknown person's voicemail. I leave a message asking for a call as soon as my car is ready. Naturally, no one returns the message, and the dealership closes. It was not until early afternoon Thursday that I reach Nora, the only helpful person at the dealership. I explain the ongoing frustration to Nora, and she promises to look into it and call me back promptly. Amazingly, she kept her word. She told me the car was ready. Not once did I hear from "D" (after I dropped off the car), or from Israel, who had been reassigned as my service advisor. When I arrived, no one seemed to be aware of all the problems the dealership had caused for the past week. I don't think they intentionally avoided giving me an apology; I think that Israel was literally unaware of the terrible experience I'd had. The problem at this dealership isn't a matter of courtesy; it's a matter of competence. No one follows up when asked, and the Parts department and Service department seem to be incapable of speaking to each other. I will not be returning to this dealership in the future.
Nautical93
May 28, 2016
