Worst dealer EVER!
by MJKnowsBest , 04/22/2014
Recently had the worst experience I've ever had with not only a car dealership, but ANY customer service experience. This dealership not only sold ONE, but TWO cars out from underneath us. On the 2nd car, we had already called and added the vehicle to our insurance plan. We took the car for a quick test drive and came back in to sign the paperwork. The sales rep was ready to write everything up. Then, the most horrible sales manager walked in with the biggest attitude I've ever seen and said, sorry, sold the car to someone else. We were beyond frustrated at being treated this way. It even got worse though. The sale rep was really good and tried to calm us down saying that the manager would come in and try to make things right. So, we waited and waited for this manager to come in. Finally, this unprofessional guy walks in named Frank Carrasquillo, General Sales Manager. This Frank guy missed Customer Service classes 101, 102, and 103. He has the audacity to walk into the office and get on the offensive with us telling us about all the different cars we looked at (we looked at 7) and how long it took us to make decisions (the last car they sold out from underneath us we made a decision in half an hour). At that point, we needed to walk out. This is the worst manager I've ever had the opportunity to come across. This was my first and last experience that I've ever had with Mercedes Benz. We are very happy enjoying our new Audi A5 convertible. Bye Mercedes Benz! We are very well connected in the community and letting everyone know about our horrible experience with Mercedes Benz! Do yourself a favor and never step foot in Mercedes Benz of Naples!
Do NOT Bother with this Dealership
by hudsonw80 , 04/22/2014
I rarely write Yelp reviews but I had such a horrendous experience at this dealership last week that I have to share. I went in as a referral and initially was treated very well by my salesperson Curtiss. I found a car that I wanted and was in a rush. It was late in the day and the car had just come in. So I said "let me sleep on it" and went home. I called the next day to say that I did want the car, and asked if I needed to put a deposit on it to hold it until the next day which was the earliest I could come in and complete the transaction. I did not receive a call back. No problem, I went in the the next morning. I find out that the car had been sold. I was very frustrated as I offered a deposit to hold it but I figured....oh well, let's find something else. I went through a number of cars since the one I really wanted was gone. I finally settled on another vehicle and we agreed upon numbers. I had not actually driven the car yet so, of course, I asked to drive it before proceeding. At this point there was NO MENTION of anyone else looking at the car. We went on a 20 minute test drive and I was ready to go, even called and added the car to my insurance. We walk back in and someone stops our salesperson and this man had a very flippant attitude and said "the car is sold". Curtiss says "Really are you sure?" and this manager (Frank Carrasquilo) throws his hands up (in my line of sight) and gave a "not my problem" comment. At this point I was very upset but Curtiss asked me to let him go talk to management and try to fix it. So I wait. He says give the manager five minutes and he will come help us out. Fifteen minutes go by. Frank walks in and asks how I'm doing, to which I reply "not very well". And I mention that I was very frustrated that they had sold two cars out from under me and not even been apologetic about it. He then has the nerve to chastise me and explain "hey, you know, you looked at a lot of cars and took too long to make a decision, not my fault." This is when I decided to walk away. I have purchased and / or leased 17 cars in the last 20 years and I have NEVER had an experience like this. I will NEVER set foot in this dealer again, and by the way am VERY happy with the Audi I took delivery on from Audi of Fort Myers. Please do not go to this Mercedes Benz of Naples dealership....I am doing you a favor.
Where's the quality?
by Mercedes-NeverAgain! , 07/09/2011
I purchased a CPO (certified pre-owned) Mercedes from this dealership and ended up spending apx $1,500.00 on repairs in the first 6 months, that according to them was not covered under the warranty. After the purchase, the sales manager, Tom Hite, and the GM, David Wachs, were both a$$holes to deal with. I went with a certified vehicle to protect myself of these issues, so what does certified really mean? I assumed that I would have gotten better QUALITY and CUSTOMER SERVICE from a MERCEDES dealership, but all they did was further solidify the "used-car salesman" reputation.
They give "Used Car Salesman" their reputation - DON'T TRUST THEM!!
by upset customer , 04/21/2011
I purchased a certified pre-owned Mercedes and within a month I had discovered that the seatback on the driver side would NOT incline forward, therefore I couldn't get passengers into the back seat. I didn't even think about testing the seat levers / seat back, I was more concerned about how it drove and if there were dents. I guess I assumed that basic functionality of a vehicle was tested by the delearship and warranty would cover basic functionality. I was flabbergasted when they told me that they would not repair it and that it wasn't covered under the CPO warranty therefore they would not pay for the repair. Unbelievable!! I paid a premium for the "CPO" vehicle and they won't take responsibility. I will never buy a vehicle from them again, nor will I purchase another Mercedes... going back to BMWs.