I'll start by saying that the other reviews here paint a very positive picture. I wish that I could say the same about my experience. When I made the initial decision to choose Mercedes Benz, I did so for a luxury car that promises to come with luxury service. The motto is "The Best or Nothing" after all. From start to finish, the customer service provided by Coconut Creek was closer to nothing. I live across state so I needed a lot of details to be squared away prior to making the drive over. The process was slower than I would have hoped for, but fair enough. However, issues arose as soon as I signed and drove away. Frist, part of the deal I negotiated was to receive a sun shield/visor. This was written into an "I owe you" piece of the contract. May 25th, 2016 is when I made the purchaseit is now June 30th and after countless emails and phone calls, I am still anxiously waiting for the sunshade
35 days and counting. Second, on my way home after making my purchase, I noticed the car was pulling strongly to the right (needing an alignment) and the back left speaker was rattling/blown. The paperwork for the certified car showed an alignment performed less than 30 days prior to my purchase. Maybe it's a coincidence both werent noticed during my short time testing the car, but I was a bit disappointed. The issues on the car required me to bring my vehicle to another MB dealership since I live on the other coast of Florida. The MB who serviced my vehicle rightfully requested I pay for the diagnostic and alignment even though the issues should have been resolved by Coconut Creek prior to my purchase. After over 2 handfuls of back and forth calls across a period of 3 days, Coconut Creek agreed to cover the cost of the diagnostic and alignment. My vehicle was held in service for over 6 days due to poor communication between the two MB dealerships. After the long wait and not having transportation, I paid the repair payment after Coconut Creek advised they would reimburse me. My car was serviced and paid for June 8th. It is now June 30th and I still do not have compensation for the repair payment. I would like Coconut Creek to help me understand why a mailed check would take over 20 days to be received. This would be worrying enough but it isn't even the worst part. Much of the situation could have been resolved by better communication and Coconut Creek taking ownership of their actions. The sales associate I purchased my car from has sent numerous emails to methanked me for my purchase, asked for feedback/concerns to be shared, and even asked for referrals from friends/family who may be inquiring about a new MB. I received about 6 of these emails over the course of a month, however I never once received a single reply to any of my messages or phone calls to her. When calling Coconut Creek, trying desperately to resolve my issues as explained above, I was constantly informed by various employees that "I'll leave a message and they'll get back to you"
my 10+ calls never received a call back. I had to take extensive time out of my day and work schedule to track down someone who could do more than "take a note. Eventually I started requesting to speak with a manager. To be fair, for the most part, Mike has been apologetic, attentive and has tried to own the situation. The unfortunate part is that I still had/have to continuously follow up with him. I was never proactively informed on any status in regards to the check or sunshield. Over 3-4 days would go by each time I was advised it should be in your mailbox and then I would have to call again to get an update. The overwhelming take-away is: had I not continuously chased down Coconut Creek for this long, wasting time out of my day, FORCING customer service, no one would have taken ownership. I would never be able to recommend Coconut Creek to anyone else looking to purchase a vehicle. Luxury service and customer service, do not exist here
jarodmorgan7
Jun 30, 2016
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