Complaint Review: Mercedes-Benz Clear Lake - League City Texas

This dealership lost a customer and so has the manufacturer. I purchased a 2010 CLS550 sedan in September 2013. From the point I purchased the vehicle there was an issue with brakes. I reported the issue to my sales person, Chill Pillsbury and he directed me to service. I was told it was a crystallization on the brake pads and there was nothing to worry about. I brought the car in again at 19,000 expressing my frustration and was dismissed by the service representative Richard Martinez. I spoke directly with the Service Manager at the time, Jason Briggs, who assured me I would not have to deal with that individual again. At that point I was told again there was plenty of pad and the noise was annoying but nothing to worry about. I take the car in a minimum of 2 other occasions for other reasons and was told the same thing. This past Monday morning I brought my car in to have other issues addressed and complained again about the noise with the brakes. On Wednesday I was sent an evaluation report by the service representative that I had an issue with in the past, Richard Martinez. The report indicated that the pads need to be replaced along with the rotors at the expense of $723.55. As you can imagine I am in utter disbelief that after the number of complaints I would be expected to cover this expense. I have zero problems paying the expense of the pads, but anything above and beyond that is negligence on the part of the dealer as they clearly communicated there was nothing to worry about with the noise. I was told by Richard Martinez, that the Service Manager, Eric Clifton would have to approve that and he would be back in the office on Friday. Finally at 6:10pm, I receive a phone call from Eric. He explains that the dealer is not liable and there is only one notation in the service records of my complaints about the brakes. He proceeds to over talk me and speak to me in a condescending manner. As a female Marine-Veteran business owner selling used construction equipment, I understand the importance of customer service. My business is 95% referral based as a direct result of treating our customers with the utmost respect. Without the customer there is no business. So the service department's position at this dealership, sends a clear message of disregard for their customers and that is completely unacceptable. I will consider it my responsibility as a consumer to communicate this experience by every means possible to help educate potential customers on the hazards of purchasing through this dealership.

My experience with this dealership has ensured that I will never purchase another Mercedes Benz at any point during the future. This dealership lost a customer and so has the manufacturer.

I purchased a 2010 CLS550 sedan in September 2013. From the point I purchased the vehicle there was an issue with brakes. I reported the issue to my sales person, Chill Pillsbury and he directed me to service. I was told it was a crystallization on the brake pads and there was nothing to worry about.

I brought the car in again at 19,000 expressing my frustration and was dismissed by the service representative Richard Martinez. I spoke directly with the Service Manager at the time, Jason Briggs, who assured me I would not have to deal with that individual again. At that point I was told again there was plenty of pad and the noise was annoying but nothing to worry about. I take the car in a minimum of 2 other occasions for other reasons and was told the same thing.

This past Monday morning I brought my car in to have other issues addressed and complained again about the noise with the brakes. On Wednesday I was sent an evaluation report by the service representative that I had an issue with in the past, Richard Martinez. The report indicated that the pads need to be replaced along with the rotors at the expense of $723.55. As you can imagine I am in utter disbelief that after the number of complaints I would be expected to cover this expense. I have zero problems paying the expense of the pads, but anything above and beyond that is negligence on the part of the dealer as they clearly communicated there was nothing to worry about with the noise.

I was told by Richard Martinez, that the Service Manager, Eric Clifton would have to approve that and he would be back in the office on Friday. Finally at 6:10pm, I receive a phone call from Eric. He explains that the dealer is not liable and there is only one notation in the service records of my complaints about the brakes. He proceeds to over talk me and speak to me in a condescending manner.

As a female Marine-Veteran business owner selling used construction equipment, I understand the importance of customer service. My business is 95% referral based as a direct result of treating our customers with the utmost respect. Without the customer there is no business.

So the service department's position at this dealership, sends a clear message of disregard for their customers and that is completely unacceptable. I will consider it my responsibility as a consumer to communicate this experience by every means possible to help educate potential customers on the hazards of purchasing through this dealership.