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Businiess name:
Mercedes-Benz Of Laguna Niguel
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Review by:
citysearch c.
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Review content:
I DO NOT RECOMMEND MERCEDES BENZ OF LAGUNA NIGUEL FOR ANY SERVICE OR SALE\r
On August 11, 2012 I went to Mercedes Benz of Laguna Niguel (MBLN) to get my car washed and MBLN returned it DAMAGED – it’s a Maserati, which I purchased through their used vehicle sales. Part of the deal was “Star” membership allowing free car washes for as long as I owned the car. I’ve taken the car to MBLN multiple times over the last three years without incident. This time, however, the detailer parked the car in a manner that made it easier than usual to exit MBLN without using reverse. I stopped at Costco on the way back home and discovered that the reverse switch, which lets me shift into reverse, no longer worked and felt like it had been forced. I had used the switch to reverse out of my garage in the morning to go to MBLN; it worked. It felt normal. Now I was stuck in a parking lot mid-Saturday with no reverse. There is no other explanation for the reverse switch DAMAGE than abuse by MBLN’s staff.\r
I called MBLN to complain and received apologetic assurance that MBLN would take care of the problem. Owing to the time and other commitments, I could not return with the car until Tuesday 8/14 when I agreed to meet with the service manager, Scott. No one called me in the interim, so I brought the car in on Tuesday morning.\r
MBLN service had me come in only to tell me that they would consider covering the cost after they talked to a Maserati service center following repair – MBLN could not work on the car. Why I had to drive to MBLN to get this information is still a mystery. Since I had to drive to MBLN, I met the service manager, Scott Parry, and asked some simple questions. If the Maserati service center said that the damage resulted from abuse, would MBLN cover the cost of repair? His response was that it would depend. Before leaving, I called the Maserati service center and asked if they could weigh in on my claim of MBLN’s abuse. Maserati said that they would be uncomfortable diagnosing the cause and that they’ve had many reverse switch replacements for abuse and wear and tear. I explained this to Scott. Scott drew the conclusion that the part was a poor design, defective and that there’s no way I could prove the damage resulted from abuse by the car cleaning crew. I escalated to another manager. The manager backed Scott. Both suggested I or some mysterious third entity broke the part and I was trying to shift blame.\r
The repair cost $1,700; Scott returned my voicemail to say that MBLN would NOT participate in paying for the damage.\r
In summary; I bring the car for a car wash on a Saturday morning. I can drive in reverse. I leave the car wash. I can’t drive in reverse. I return to MBLN at their request. They tell me:\r
1. Take the car to someone who can fix it.\r
2. They refuse to pay any of the $1,700 cost of repair\r
The experience was absolutely disappointing, I’m not going back. Mercedes Benz of Laguna Niguel has successfully crossed me off as a customer for life. \r
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