New Country Motor Cars

Probably the worst customer experience I’ve ever received in my life. Not only were the staff extremely unprofessional, condescending, irritable when asked basic questions, but they hung up the phone on me several times “on accident” various days when I would call to check on the status of my vehicle. Everyone I spoke with had different answers. “I ordered your part”, “I don’t know where your part is”, “You didn’t pay for anything so we ordered nothing” “Your part is here”. Ridiculous! No one had real answers until harassed. Even Mercedes headquarters said they could track the item and see where it was in progress. Also dishonest with pricing. The price increases for a job they’d determined during a service appointment a month prior was highway robbery. How did the price of something simple increase by $500 just a month later? (Increased labor fees) Other Mercedes’ locations as well as a outside dealership warned me in regards to this location that the pricing was unreasonable and the customer service was nonexistent. Unfortunately my car had already been towed to this location. The other dealerships ended up being correct. I’ve never heard such sarcasm when talking to staff until I got to this location. From the servicing staff to the managers, (Both named John) everyone always sounded as if they were having a bad day and were uninterested in their customers. Sarcastic responses and annoyed cadences to minor questions. My car sat for several days at this dealership and when requesting a loaner every excuse was given that none would be available. Magically when my part arrived which meant I would have to pay for the entire job ($2400) now they were able to find a vehicle within the hour. Negating the fact I had to call out of work that entire week due to no transportation. The afternoon they completed the job I was harassed to bring back the loaner even though I had extended time based on their loaner policy. The supervisor also told me he’d drive my car to me (because I was working) and I can pay now & to give them their vehicle instead of waiting less than 3hrs for my return. When I finally came to get my vehicle, the outside was still dirty. Hadn’t been washed at all. Even when Mercedes services a vehicle or does an oil change or any service whatsoever they wash the car. I guess the minor rain drops that day were sufficient. The staff act as though they are doing us a favor by fixing our cars and with the amount of money paid at a LUXURY dealership this treatment is disgusting. I will never return to this location or patronize this specific location again. Even a quick phone call to the North Haven Mercedes dealership was profoundly different along with the pricing for the same job. The staff were cheerful and eager to assist with any concerns. Next time I know where to have my vehicle towed to. DO NOT spend money at New Country Mercedes Hartford location! The positive reviews are from their own staff! Be sure to read the actual negative reviews!