Mercedes-Benz of Sugar Land

by DeannaZ on 08/14/2018

I am completely appalled at the lack of customer service and unethical behavior of this dealership. Let me list just a few things that have happened during my 15 months of buying and owning my GLC43. It all started with us signing a contract on a blue GLC43 that was in New Jersey. Two days later we were informed that they could not get that car. Interesting since we already signed a contract and why did it take two days to say they could not get the car when they assured us the night we signed the contract they could. They then told us they would give us a great deal on the GLC43 that they had there. We agreed on a price and bought it. About 5 weeks later I had an issue with the windshield wiper, and brought it in and had it fixed. The next day my ESP light came on and the car kept slowing down. When I brought it in they again could not duplicate the problem but after contacting Mercedes they replaced a part on the transmission. It was in the shop from May 3-12, 2017. On December 7 I bought the car in for a problem with tires skipping when turning in a tight radius. Again they had my car 6 days and then I was informed that this happens with the summer tires in cold weather--interesting it took 6 days to get that answer. Then again a few days later my infotainment screen would not light. I had to take it back for them to change the screen out. I then brought it in Mar 20 for my one year maintenance and a problem with the brakes jerking. Again they had the car for 4 days. Interesting thing is they changed my oil and used 8 quarts of oil but owners manual says my car only needs 6.9 quarts with the oil filter, another little discrepancy. I received no mention of my tires getting worn and might need to replace them soon. I took my car in on June 28 for a recall to another dealership-West Houston Mercedes. They informed my that my tires needed to be replaced after only 10,000 miles(interesting that in 2000 miles my tires went from fine to totally worn out). Then July 7th I had the problem with the ESP light occur again only this time it was worse. The front brakes totally locked up while we tried to get the car 2 blocks back home. By the time we got back home the whole front end was smoking. The dealership came and picked it up on a flatbed. Of course they test drove it and they could not duplicate the problem. After 3 weeks in the shop, Mercedes USA says the car is performing as it should. I find this totally ridiculous since the brakes were locked up for 2 blocks. I understand the car should slow down if it feels that the car is sliding for some reason, but that does not explain why the brakes were locked up. Even though the dealership could not duplicate the problem, the tech said the brakes were discolored so he knows that really happened. My next problem is the dealership had asked if they could put on diagnostic equipment and test drive my car. I agreed since I do not know how else you would diagnose the problem. My real problem is, after I got the car back, I found out that my car had been on the toll roads while it was supposed to be at the shop. When I asked the dealership about this, I was told the service manager took my car home a couple of nights. They never asked about this and I would have never agreed to this. I find this totally disrespectful to take a customers car to a private residence and use the tollroad for your personal use. Even though Mercedes USA claimed the car was performing as it should, they decided to give me a good will gesture of new tires. I did agree to get new tires because I had decided by then just to trade the car in because I feel it is unsafe and I will not put my life at risk for Mercedes. I had asked if I was going to get run flat tires, since this is what I was told was on the car when we purchased it. I was told that the car doesn't have run flat tires. When we purchased the car I had asked about the spare tire. I was informed it didn't have one, but the car had run flat tires. Now after a year I find out it didn't have run flat tires so I am glad I never got a flat since I would have kept driving on it. Another unethical business practice--lying to your customers. The service manager then told me I should have a tire kit in the trunk. I looked for one and informed him that I did not have that either. Then he looked it up and told me that it was an option for the tire kit. Seriously, Mercedes sells a $68,000 car with no spare tire, no run flat tires and no tire kit either? That makes me feel that Mercedes could care less about its customers and just is concerned about their bottom line. Obviously Mercedes USA does not stand behind their cars. I had the tires replaced on August 2. I did not even get the car home--less than 5 miles--and the tire pressure light came on. Are you kidding me? I had to drive back to the dealership AGAIN. After they looked at it, they decided the tire pressure system needed to be calibrated. Seriously, why wasn't this done when they changed the tires. I could go on about how Mercedes Benz Sugar Lands customer service at the service center is terrible, but I think I have said enough. I have bought a competitors car(that has a spare tire), unfortunately some other unlucky person will end up buying this GLC43 and I am sure will have similar problems.

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