Local Mercedes customer service
 

Was wondering if anyone knew the appropriate place/contact to let them know about their horrible customer service in Vancouver.
Currently with a 1 year old lease and each experience at their dealership has been worse than the previous to the point where I've gone to two and don't ever want to go back.

When I got the new car..their sensors were faulty since day 1 (inspection probably not done properly). It took them 3 months along with a lengthy complaint to finally get my car and start driving it. This included about 5 trips to the dealership, multiple courtesy cars or them telling me they did not having one for me..thus needing to return. A break in to my car on their lot for which they told me Id have to pay the deductible and take it to a body shop (this is a new car). I went to the dealer to take it to the body shop but could not even drive it due to glass being in the seat belt buckle, seat adjustment track and window track..each requiring a wait for them to clean each specific area (It's like they didn't even clean the car at all). After an email to the manager they finally resolved it and delivered my car without having me jump through anymore hoops. Car purchased July 26 didn't drive it until October 26.
Fast forward to this year and the sensors are again malfunctioning. Made an appointment 2 weeks out to get this fixed a long with the yearly service at a different Mercedes dealership. As I dropped the car off they again told me they has no courtesy cars and sent me away in a taxi to work (they had a voucher but it didn't cover the cost). They call me a few hours later to tell me that they have a courtesy car...so I go back and pickup the courtesy car on the same day. Called me next day to tell me to pickup the car. Every time I go into Mercedes it seems like I will lose a huge chunk of time.

Any advice on who to express my disgust in this company's customer service? Does Mercedes Canada have a comments or forum location? I had a Vw before and not only did they offer shuttle service but courtesy cars as well (like had one there ready). Service jobs never took more than a working day (as in drop off in morning pickup car after work) The sensor was a software fix along with an oil change. This job according to my research shouldn't take more than a few hours to complete.

At this point I dread going to the next service. The car is shit and the service is even worse. Paying them monthly for this level of treatment feels like a joke.

Usually if you bring your car in for service there will be a follow up phone call from Mercedes Benz Canada looking for your feedback

Also, personal experience from local stores are also pretty shitty, they treat you with a "I'm better than you" attitude.

Guess that's what you get for having corporate owned dealers.

Richmond Mercedes, horrible.
Boundary Mercedes, horrible.
Richmond Service, horrible.
North Vancouver bodyshop, horrible.

If I were you the only dealer that I'd consider going to is the one on Terminal, they at least show some pride in what they do.

Which Mercedes do you have and which locations have you been to? All MBs except for Surrey and Langley are corporate owned so from what I've seen, they take all formal complaints to head quarters very seriously.

Additionally, courtesy cars are given through a third party on a reservation basis. I'm not sure if you've made reservations prior (they take like 2 weeks to book) or just dropped in. I can help with your courtesy car situation depending on where you go BabyRage .

My service was booked 2 weeks prior...whixh is why I'm surorised. I'd understand if it was walk in or last minute. The one I went to first and where i got my car was terminal. Boundary is where I did my recent service.
I will never return to either of those. Which one should I try next?
I filled out a thing on their website and I haven't gotten a response.

Personally...it isn't even about one experience. I don't need help with one situation or dealer. There's gotta be someone in charge of Mercedes canada that I can express my dismay at their
1. Faulty car
2. Repeatedly shitty customer service.

I guess my question is how do I get in contact with headquarters?

I'm sorry to hear about your experience. I'm currently at North Van MB but can definitely review your file and see what outstanding concerns you have that we can assist you with. PM me your info. Thank you.

Another personal experience:

I went to the Boundary location for servicing. Called and asked what times they had and specified I needed a courtesy car. Got a date within a week and they gave me a new B series car. They said the service would take 3 hours and I ran some errands for 4 hours just in case and they were still not done yet by then and didn't tell me so until I arrived back. Was another 1.5 hours before I got my car back.