I initially faced issues accessing some of my vehicle’s features after purchasing. After contacting Mercedes, they confirmed that my vehicle was equipped with these features and diagnosed it as a tech issue that could be easily resolved at my local Mercedes service center.
Subsequently, I contacted Gurley Leep Mercedes and spoke with Fred Foulks, who informed me that my vehicle did not come equipped with the features and that he would not be able to assist me. Confused by this contradiction, I reached out to Mercedes again, and they reiterated that my vehicle did indeed have access to the features.
Despite their reassurance, I made six to seven calls between the Mercedes Support Center and the Gurley Leep Service Center, only to be dismissed by Fred. He insisted that his experience alone was sufficient to conclude that the Mercedes Support Center was mistaken.
To address the situation, the Mercedes Support Center emailed Fred Foulks detailed vehicle information and contacted the Gurley Leep Service Center to inform them of the features offered with my vehicle. Mercedes graciously documented these interactions.
Upon contacting the service center again, I spoke with Fred once more. He claimed to have overlooked the email and denied ever being contacted by Mercedes. Despite my pleas, Fred refused to contact Mercedes, asserting that he and his foreman “knew what they were talking about.” When I offered to visit the center and call Mercedes myself, I was threatened with a $185 charge for having him communicate with Mercedes. Dissatisfied with the service, I was advised by Fred to “find another service center.”
Following his demand, I drove from Mishawaka to Kalamazoo to seek assistance from another service center, which promptly resolved the issue. Both Mercedes and the other service center were perplexed by Fred’s behavior and level of service. Not only was Fred incorrect about the issue, but he also displayed condescending behavior, rudeness, and a refusal to reconsider his stance in the face of evidence. Consequently, I spent hours on the phone with Mercedes and had to drive 50 miles to another service center for a ten-minute fix.
It is unfortunate that I will now be required to drive to Kalamazoo for something as simple as an oil change, but my experience at Gurley Leep falls far short of the standard of service one would expect of Mercedes. I have filed a formal complaint with Mercedes and have recordings and logs to document this experience.
Buying a vehicle here is good. If you care about your vehicle DONT DO ANY SERVICE HERE!! THEY WILL CAUSE DAMAGE!!! THEY DONT CARE!!! Took my vehicle in for an oil change and tire rotation yesterday 7-22-2024. Even had an appointment and waited 2 hours for my vehicle! Three of my rims are damaged!!! EVERYTIME I GO HERE FOR SERVICE THERE IS DAMAGE TO MY VEHICLE!! MY VEHICLE IS ALL BLACK INCLUDING THE RIMS!!!
Went in to see the manager Jesse 7-23-24 and he blamed all the damage to my rims from the road! The center caps is from " corsion" it magically appeared after they were done servicing my vehicle!!!
