I hope my review will discourage you from wasting your time & money. In August of 2019 I took my car in for scheduled maintenance and worked with Allison. She called me to tell me my wiper fluid container had a crack in it and needed to be replaced and since it was three weeks past my 5 year warranty MB would not cover the cost to replace. (Seriously this was a manufacturer defect not due to customer negligence.) She also informed me my front tires were showing metal and stressed that for my safety I should replace immediately. I admit it was my own fault for giving in to her pressuring me (they were still under warranty at Discount Tire) but I was dealing with divorce & moving at the time. When I arrived to pick up my car I asked to see the tires and she informed me they were already disposed of and wouldn’t be possible. I was unhappy with the treatment but chalked it up to a lesson learned. In the meantime I had recommended the dealership to my BFF who took her car in for maintenance. Allison called her with a list of things that needed to be fixed. Luckily my friend’s son was a mechanic and had been using & maintaining the car for the past few years so they knew that what my friend was told couldn’t be correct. The son called the mechanic directly and discovered that the items his mom was told needed repair IS NOT what the mechanic told the service rep. And to make matters worse when my friend picked up her car she heard Allison telling a customer that they had the same issue! I was mortified & angry that a company I recommended treated their customers this badly. When I received a follow up email I complained. Which resulted in the manager offering to pay for my next service. Which I accepted and when I took the car in this year I told them about an issue with the headlights (& even provided a photo of the warning on car’s display). When I picked the car up I was told there wan’t a problem (even though the car displayed it and I confirmed they were not working correctly.) Two days ago I found a bubble in one of the tires so I called and spoke to 2 different employees who informed me that it was still under warranty but since I was into the 2nd year I would be charged 50% of the price of the tire. Yesterday I took it in and spoke with three different employees who confirmed again that the cost would only be 50% of the tire. When I picked up the car I discovered that I was given only a 28% discount not the 50% that FIVE different employees confirmed I would receive. After numerous phone calls & complaints I was told they would issue the difference in the next few weeks.
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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