Beware of this dealership!Written by mkundranda on 05/02/12 01:39:35 PM PDT Go back to Sales reviews
Recommend this dealer? No Purchased a vehicle from this dealer? Yes
I picked up what I thought was a ‘new’ 2011 GL450 from the dealership in Oct 2011. I am only writing this now because even after trying to get the issue sorted out with them for more than 6 months it is still not resolved and clearly the company doesn’t wish to resolve it. I contacted Jeff Lane of Mercedes-Benz of Arrowhead through the Edmunds online service for new a car purchase (GL 450) and it appeared that they had the specifications that I was looking for. At the initial discussion; I was told that the car was at the sister dealership (Phoenix Motor Company) and that they were willing to bring it down for me. When I test drove the vehicle and enquired about the 500 plus miles on the vehicle; I was told that it was built in December 2010 and in the 10 months that had lapsed it was test driven by several potential customers (Intuitively, this made sense as they said that each test drive would put 10-15miles and since the car was in the dealership for 10 months the miles would translate to about 3-4 test drives a month). I picked up the car and a 2 months later got a service warning and when I called the dealership they said that the odometer should have been reset before it was sold and instructed me to bring it in. Since I lived closer to another Mercedes dealership; I took it in and told them what I was told by Mercedes-Benz of Arrowhead. To my surprise they informed me that the car has been on the road since December 2010 and was still registered to the dealership in California. When I called the dealership they told me that I had purchased a ‘golf car’ ( I didn’t know what that meant then but these are cars that are used for transportation in golf tournaments) and that I should have known that. When I told them that this was never disclosed to me; they were rude and obnoxious about that and almost called me a liar. Appalled by the sudden change in attitude; I approached Jim Astuno who was the general manager there. He further supported Jeff and dragged other sales members into the conversation and I have never felt more humiliated or insulted before. I eventually told them that although I found the way they conducted their business unethical and misleading, I was happy with the car and all I wanted was the additional I-year of warranty since the car’s original warranty had started in Dec 2010. They initially agreed but dragged their feet and eventually refused to do that. My personal opinion is that the team there tries to get your business using any means possible and after that they really don’t care. I hoped that this was a one-time issue but after talking to other colleagues who have picked up their cars there-they tell me that they will never return back. I wish I had known that before I approached Jeff Lane initially. I have purchased 4 other Mercedes in the past from other dealers and have had impeccable service. This company from top down has an unacceptable ethical standard that borders on a deliberate effort to defraud their customers.