I'm sure dealers actively cultivate the "illusion" that you get better service from them than an independent shop - at a premium price. But when it comes to the service department at MB Westmont, I truly believe it. They are very knowledgeable, sincere, and helpful. Highly recommended, in spite of the high prices. One year after I unfortunately had a much different experience: I have been a customer of Mercedes-Benz of Westmont ever since we bought our first E350 in 2015. We have spent many thousands of dollars maintaining our 2 Mercedes. The actual service I received on the car itself this past Thursday was fine. However the customer service I received was pretty terrible: Before I left the dealership, the customer service representative told me she would call me in the afternoon with an update on the status of the car. When I did not receive a call by almost 5:00pm, I called her. My call went to voicemail and I therefore left a message asking her to call me back. After some time, as it was getting close to the time that I needed to leave work to get the train back to Westmont, I called again and managed to reach the agent by going through the switchboard. The agent told me that my car was done (no explanation or apology for not having let me know earlier). I notified the agent that I was planning to take Metra to Westmont, arriving at 6:06, at which time I would like the courtesy shuttle to pick me up. I told her I would to call to confirm once I was on the train. Having boarded the intended train, I called the agent right away. Once again, my call went to voicemail, and I left a message reconfirming that I would like to be picked up when the train arrived in Westmont. After arriving in Westmont I waited about 10 minutes before calling the agent again. She clearly had not received my message and told me that she would – only then – dispatch the shuttle. Approximately 30 minutes later – waiting outside – the shuttle still hadn’t arrived. I called again and was told the shuttle was on its way. Shortly after, the shuttle driver called to let me know he was at the station – however, he was on the opposite (inbound) side of the tracks, even though I had clearly conveyed the fact that I was waiting on the outbound side. Upon arriving at the dealership – almost an hour after I had expected – I was told by the cashier that the paperwork on the car was not ready, even though work on the car had been complete since around 5:00, and the agent knew that I was on the way to the dealership in the shuttle. Once the paperwork was completed, and the bill paid, only then was the call made to bring the car around to the front for pickup, another 10 minute wait. Upon entering the car, I found the key tag taped with packing tape to the key fob. Upon removing the tape, the finish on the key was marred. (see attached photos). I went back inside let the cashiers know about the damage to the key fob and to suggest that in the future they don’t use packing tape to attach the key tag to expensive key fobs. No apology was offered. Clearly, at the very least you need to find a better way of arranging shuttle pick-ups. I feel like you are taking my loyalty for granted, and I will seriously consider going someplace else the next time our car needs service.
Peter Conover
Nov 30, 2019
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