Mercedes-Benz of Billings

by robcarp on 02/11/2014

PLEASE READ THIS BEFORE CONSIDERING A PURCHASE FROM Mercedes-Benz of Billings, MT!!! If you want a Mercedes and Customer Service go to Mercedes-Benz of Salt Lake or Denver but... DO NOT BUY from Mercedes-Benz of Billings, MT. Purchased a brand NEW 2014 Sprinter 3500. My experience working with Jeff(sales) went well and he always came across as friendly throughout all our interactions involving the sale. About 3 weeks after delivery of the vehicle: Being very familiar with diesel motors(previous owner of Dodge, Isuzu and Audi diesels), I called the service desk to inquire about the length of time my glow-plug light should come on before starting. We had endured several days of (-1 to -12 F) sub-zero temps in which the Sprinter had not been started or moved. Following exact starting procedures in the manual I noticed the glow-plug lamp flashing on for less than 1sec. The vehicle then would take more than usual turns before actual firing up, which was very rough at that. After repeated tests over the next few days under similar circumstances I got the same result... a glow plug or indicator that was only lighting up for less than 1 sec(couldn't even count one thousa... before it would turn off). Feeling this was a very unusual compared to my many years of past experience with diesels I called the service department. After explaining my situation I was repeatedly told it was "probably" nothing to worry about. I pushed for an answer from a knowledgeable tech who might know exactly how long a glow-plug should come on for on the first start after many many hours in freezing temperatures. I received a voice message back 5 minutes later that a trained Sprinter tech said it should run for approximately 5 to 10 seconds. Phone Call #1: 12:56PM I then called back to the main line which all calls are then routed to the proper department via "receptionist". The phone rang for about 40 seconds with no answer. I assumed they were busy or had stepped away from the desk. Phone Call #2: 12:59PM I called once again the exact same number in Call #1 and the original call to the service desk. This call rang for about 1 minute before finally hanging up. Again assumed someone needed a restroom break or away from the desk. Phone Call #3: 1:04PM Thinking that there surely must be someone there(a salesman, a manager, anyone...) who could answer the phone I let this one ring for 4 minutes. Take a guess.... NO ANSWER! As I was making Call #3 I also happened to be walking into my office with access to a desk phone. I doubted myself for a second thinking surely there not using their Caller ID to dodge customers who have concerns about warranty issues with newly purchased vehicles. Phone Call #4: 1:09PM Immediately after pressing the end button from the phone(phone number) all the original calls had been placed from I called from my office phone. Get ready for the surprise... the so-called "receptionist answers before the second ring can even finish. After her short greeting I asked for service. Through the phone you could literally hear her choke up trying to respond realizing this is the guy she just childishly ignored via Caller ID. She stammered that service was with a customer and it was going to be a while(surprise). I responded that wasn't a problem and I'd just drop it by there so they could look at it when it was convenient for the service department. This is where I received the rudest and snottiest comment I didn't expect for a customer with a Brand NEW 2014 Mercedes-Benz Sprinter. Her response word for word was, "well are they even expecting you?". Going off the technicians description I think most would agree that is a valid reason to be concerned. After all glow plugs greatly ease the burden of starting diesel vehicles in the cold weather(like Montana). Mercedes-Benz vehicles are great vehicles and I have no doubt a simple remedy or resetting of the system might cure the issue. What cannot be cured is the unprofessional manner in which the "receptionist" and whomever supervises her choose to do business AFTER the sale! $50,000 didn't buy me any level of post-sale customer service and it certainly won't get you any either. Save your money, take a little weekend getaway and buy your Mercedes-Benz from Salt Lake or Denver. Chances are they will at least not ignore your calls via Caller ID if you have any questions after your purchase. PS. I did verify with several RimRock Auto Group(the parent company of several dealerships including MB) Employees that they do have Caller ID and it didn't surprise them that I had this issue with them.

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by lenoxb on 01/16/2013

I do want to start off saying that Darryl (my salesmen) was great, but from there on was horrible. I traded in a 2012 Jeep for my 2009 Lexus about 2 1/2 weeks ago and have nothing but problems with brakes and the customer service provided. I took my car in and they were very nice and gave me a loaner and said they would take care of the brake issue and change the oil (which I thought was already done when bought the car but the change oil light came on) so couple days later picked my car up and brakes still squealing LOUD!! Unfortunately for me I could not get it to happen the second time when a mechanic was in the car and asked if he could drive it home that night....was told by the service advisor Josh that since I could not get it to squeal while mechanic with me there was nothing they could do....I take it to Midas yesterday who told me they just needed lubed and should be fine....WRONG, they are still squealing!!! Then on top of all this I had finance calling saying they need additional info for our loan which we signed 2 weeks ago....I told them when they fix my car I will provide them with info needed....I was told that I am defaulting on my loan and they can come pick my car up....REALLY!!! In the mean time they sold my Jeep of course......I called my finance company who told me that they were waiting on just the paperwork from Mercrappy and they didnt need any additional info.....Last but not least I log into my cking acct this morning to find that my car payment on my JEEP had been taken out. A vehicle that they already sold keep in mind and paperwork done over 2 weeks ago... I call my bank they said they just received my paperwork yesterday....I call the finance guy (RUDE) at Mercrappy and he says "will they are going to refund you arent they" real [non-permissible content removed]!!!! NOT THE [non-permissible content removed POINT!!!!! This dealership needs help with doing things the right way the first time and are in need of some serious CUSTOMER SERVICE SKILLS!!!!!

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