Mercedes-Benz of Pompano

I recently had a less than satisfactory experience with the Mercedes-Benz of Pompano Service Department, specifically dealing with Haden Smith. Here’s a detailed account of my experience: In mid-March, I brought my vehicle in for a relatively straightforward service. What was supposed to be a simple one-day fix turned into a frustrating ordeal lasting almost four months. Despite my patience and multiple follow-ups, communication from Haden and the service team was sporadic and uninformative. Throughout this period, I was repeatedly assured that the necessary parts, specifically a new steering wheel, would arrive within one to two weeks. However, it took almost four months for the part to arrive. Even then, communication was poor and updates were scarce. Simple updates like “We’re delayed” or “It’s still not here, but we’re on it” would have made a huge difference in managing expectations and reducing frustration. When the steering wheel finally arrived and was replaced, I discovered that the new steering wheel had a couple of dents. I have taken pictures as proof, should there be any attempt to suggest these issues were caused by me. The quality of service was far below what one would expect from a brand like Mercedes-Benz. Dealing with Haden Smith was particularly unpleasant. His approach and attitude were far from what I would expect from a customer service representative at Mercedes-Benz. His responses were often delayed, and when he did respond, it felt dismissive of the concerns and frustrations I was experiencing. I even included the Service Manager, Joe Viola, and the General Manager, Joe Rey, in my communications, but neither of them reached out or seemed to care. That tells you everything about how this place is run. I was trying to avoid writing this review because I had an amazing experience with the sales department at Mercedes-Benz of Pompano. The sales team was professional, responsive, and made the buying process a pleasure. This positive experience made me try to have as much patience as I could with the service department. However, if I can save someone from having to go through all of these issues, the better. Avoid this location if possible. Overall, my experience with Mercedes-Benz of Pompano Service Department has been extremely disappointing. As a valued customer who has invested significantly in a Mercedes-Benz vehicle, I expected timely, efficient, and high-quality service, none of which were delivered in this case. The prolonged delays, lack of communication, and subpar quality of service have left a lasting negative impression. I sincerely hope the dealership takes these concerns seriously and makes necessary improvements to their service and customer care. Customers deserve better communication, prompt service, and quality workmanship consistent with the Mercedes-Benz brand.