Mercedes-Benz of Fresno

I bought a 2022 Mercedes. The vehicle itself as for running has been great, but the interior has been terrible. I first noticed that when I would vacuum the backseat, the carpet would come out. I spoke with the dealership about it. The first time I took the car into be maintenance they said they would look into it conveniently they kept forgetting about it. The same thing happened around the seatbelts. The leather kept ripping I noticed with only having grandchildren in the backseat periodically. I spoke with them about it and it took over six months to finally get them to fix that still trying to work on the carpeting. I spoke again with them about it. They told me they would fix it. They've ordered the carpet and they would give me a call when the carpet came in guess what? No phone call nine months later I've gone back in and now they tell me that it would be fraudulent if they had it fixed. In other words, I'm lying I will never buy another car from Fresno Mercedes nor will I have work not under warranty.

I am super Disappointed with the overall culture and customer experience as a first time customer. Upon taking my vehicle to the dealership for an oil change I will admit I expected a little more engagement from the team. I wasn’t greeted by anyone until my advisor approached my car. When I sat in the lounge awaiting the service completion I observed other guests being greeted and offered snacks and beverages staff coming in and out of the space talking with them. However ironically no one made contact or bothered to say hello. Finally I engaged Ali and shared my concern in that I had watched him bounce around in the space and take initiative to offer beverages and snacks to other guest and not once did he ask me. Fed up with the experience I finally asked him if there was a reason this was so? He apologized and said that he was sorry that it happened that way. Instead of taking ownership and turning around the situation I found it disgusting that Ali passed blame that the location was working on the culture there, had decreased staff and was working on the space in general. Hear me well it doesn’t matter what excuses were given or why members did not take time to make eye contact or create a better customer engagement but your lack thereof was felt by a first time visitor who will identify another service provider even if I have to drive further. To spend a nickel with anyone let alone almost $200 today on an oil change and receive the lack of service and engagement is absolutely horrible. Super disappointed won’t be returning and will spread the word to others. Honestly I was told not to make the appointment but I figured it would be different- so sad it wasn’t.

I would like to give a shout out to Mike B from Service advising as he perfectly embodies the three principles of being disingenuous, dishonest, and apathetic. He is everything that is the antithesis of customer service. Mike was uninterested and disingenuous when I told him I wanted to take my broken car to another service location because the service quote Mercedes gave me was too expensive considering how old my vehicle is. He gave me no other options, nor did he try to work with me, and instead I was given a look of disdain and treated as if I was stupid. I was fortunate enough to have met Mr. Lamont who was concerned for my broken sounding car and my safety, and did his best to negotiate the price with me and ultimately convinced me to keep my car with them for service. BUT I regret that choice. When I had ultimately decided to go ahead with the repair on a Wednesday, I had been told it would be ready by Friday by Mike. When Friday came by, no one from Mercedes reached out to me about the status of my car and I had to call them myself to ask what was the situation. It was only when I had called that Mike told me only the parts had just came through and my car hasn't been worked on yet, so it would not be ready until the following Monday. When I mentioned to him that he was the one who told me my car would be ready by Friday when I originally decided to go ahead with the service, Mike not only gaslighted me but denied that he ever said that. There was no accountability to even admit his own mistake or miscommunication. As a result of his miscommunication, this has costed me several days worth of Uber/Lyft rides. Lastly, on the day of pick up, as if it were even remotely appropriate, Mike had thought it would be smart enough to make a joke about my financial status given my employment. "Oh, if you're a [my job], why didn't you just pay the full price then, haha" I shouldn't have to explain that everyone comes from different backgrounds and I didn't come to Mercedes to have to explain my own financial situation to anyone and be looked down on. I came to Mercedes because I have before in the past to other Mercedes service locations (not the Fresno one) and I care for my car that I have been driving and dependent on for a long time. Mike has demonstrated to be apathetic to any customer given his reputable history of repeated terrible reviews here on Google. Unless I am blind or someone cannot read, it is amazing that he still has a job there at Mercedes. It has been clear that someone has not learned "if there is nothing good to say, then just shut your mouth." Mr. Lamont thank you for your customer service. It is something that Mike has yet to learn and add to his vocabulary. I hope you plaster this review next to his desk as a reminder of how much of a great employee he is and how much he means to Mercedes. He truly goes above and beyond treating his customers poorly. It's amazing that he is one of the first faces you will see if you try to bring in your car for repair. I would rather have driven my broken car and crashed than to be serviced with Mike. This is just utterly very unprofessional service, especially at a Mercedes dealership. I would NEVER come back again because of how degrading and irresponsible Mike was.