Last early Dec 2010, I placed an order to buy a new C 200 CGI AVG. After almost 2 months of waiting period, on Jan 31st, 2011, the dealer delivered my new car. 3 hours later, my new car produced an electrical malfunctioning sounds from the speakers. That sound was on and off the whole night in my garage. Less than 24 hours after I received my new car, the dealer took it back and tried to fix the stereo system and re-charged the car battery. I then emailed to Mercedes Benz Indonesia as well as the dealer several times, as well as called the head office and complained to the customer service officer. The only replied that I received was that my email was submitted to ASD/ASS department (whatever that means) with no further updates from either Mercedes Benz Indonesia nor the dealer. It has been a week since my car is back in the dealer's service department. I am so disappointed. Bought a NEW car and got a DEFECTED "NEW" CAR ? Worst thing is, Mercedes Benz Indonesia as well as the dealer, PT. HARTONO RAYA MOTOR have no responsibilities in selling a defected new car.

My Mercedes has 37, 900 miles and was off warranty by 4 months when the transmission totally failed.

Since it was out of warranty period they would not contribute to a repair of $7, 000.

They are aware that I have been a Mercedes owner for some 30 yrs. and currently own two of their cars but apparently they couldn't care less.

In a nutshell this is the saga of being sold a car without the promised options by Mercedes-Benz of Tampa Bay and their subsequent denial and refusal to deal with the problem.

I warn anyone who is thinking of dealing with this company to be very careful what you buy and make sure what you are sold is what you asked for, DO NOT believe your salesman. There are in fact other reputable dealerships in the area that in my opinion you should consider before Mercedes-Benz of Tampa Bay.

February 11, 2010

I was coming up to the end of my lease of a Mercedes C230. I had an appointment with a salesman at Mercedes-Benz of Tampa Bay to discuss my options. Upon meeting the salesmen Andrew I informed him that I was interested in purchasing a Mercedes. I told him how much I loved their cars, and how I just needed to find the right one. I informed him that my biggest must have with the car was satellite radio and a navigation system, a point which I reiterated several times, the car I purchase MUST have these items. I did a test drive on a new C300 which was very nice, but the salesmen showed me a Certified Pre-Owned 2008 E350 that he suggest I try. Upon getting in the car the salesmen tells me how it is equipped with both satellite and a navigation system. He tells me he understands thats what I want, and this car has both.

February 16, 2010

I decided I would purchase the E350. At that point I assumed it had everything I said it must have, Andrew points out the satellite radio just needs activating and the navigation system needs the DVD inserting for it to work, I naively believed him. After four hours of signing papers the car was mine. I was told at this point someone would go over all of the details of the car with me, unfortunately she had to go home. Andrew then just went through really quickly the basics of the car. At this point I notice the vanity mirror on the driver's side is broken. The salesmen tells me he will see how much they cost and let me know if he can get me a deal on one. I thought this was very odd, considering I had not driven the car off the lot, I felt they should be responsible for fixing that. I asked him at that point what I had to do to get the satellite radio working and the navigation system. He says he will talk to the service guys and give me a call. When I got home I called Sirius to see if I could get my subscription transferred, and after a while of trying they told me to contact the dealership, because they did not know what the problem was.

February 17, 2010

I called Andrew and for the first time he says he is not actually sure if my car is equipped for satellite radio or a navigation system. He tells me he will talk with his manager and get back with me. I do not hear from him the rest of the day. Also later that day we discover that the Zxylon (paint protection) had been applied incorrectly, so now there where swirls all over the car.

February 18, 2010

I try and call Andrew again and cannot get in touch with him. I decide to call Adam (the finance guy) who I must say was the only one helpful person through this entire experience, even though there was very little he could do. He says he will try and get in touch with someone who can help me.

February 19, 2010

I called Andrew again with no luck. Spoke with Adam who again tries to find the right person to help me.

February 22, 2010

Call Andrew again and leave another message. Spoke with Adam who tells me he will try and get me in touch with the Director of Preowned Sales, Ed. He gives me Ed's number and I call and leave a message.

February 23, 2010

Call Ed again and leave another message.

February 24, 2010

I spoke with the Director of Preowned Sales, Ed. He reconfirms that the car is not equipped with satellite radio or a navigation system. He says that I can bring the car back in and they would get me into something else. This would be fine but he admitted they did not have any preowned 2008 E350's on their lot so I didn't have the option to replace the vehicle and they weren't going to buy the vehicle back.

He also tells me that he knows people put after market satellite radios in their cars and I could just do that (trouble is with this $100 option it does not integrate with the factory fitted radio and would have to be stuck on the dash and also be tuned into the car's sound system using an FM channel, this is not a great solution). This statement proves to be very important later. He DID NOT make me an offer to do this free of charge, he just made that statement.

February 25, 2010

Finally spoke with Andrew who asks me to come in to the dealership. I make an appointment to see him the next morning at 9:00. I show up and Andrew is nowhere to be seen. He finally calls and says he forgot he had to take his son to the pediatrician so he will not be able to make it. I speak with Bernard, Client Relations Manager, and he just takes down the info. Later that day Bernard calls and tells me that there is no way they can get satellite radio or a navigation system in this car. I let him know that I would not have purchased this car had I been aware of that, and I was lead to believe it did have those things.

In fact the car CAN be fitted with both systems as the wiring kit and equipment for the Satellite radio can be purchased for $1100, and the navigation equipment for around $500. It seems they just don't want to spend the money righting their mistake.

February 26, 2010

I decide to contact Mercedes Benz USA. I tell them my story, and they say they normally would have someone get back to me within 24 hours, but due to a snow storm it might take longer.

March 1, 2010

Called Mercedes Benz USA and they informed me how terribly sorry they are, but they can't get in touch with anyone to help me.

March 2, 2010

Called Mercedes Benz USA and again told how sorry they are, but they have been unable to speak with someone from the dealership.

March 3, 2010

Called Mercedes Benz USA and leave message. Speak with Adam who says he will try to get Ed to give me a call to see what he can do.

March 5, 2010

Called Mercedes Benz USA and speak to Mariano. He says he will contact the dealership regarding the mirror, xziolin, and the satellite radio issue to see what they will do to make things right. Also spoke with Adam again and he tells me he will try and get Bernard to call me and see if we can resolve the situation.

March 8, 2010

Called Mercedes Benz USA and spoke with Jenna. She says she will work with Mariano to try and get my situation resolved.

March 9, 2010

Received a call from Mariano of Mercedes Benz USA to let me know that Mercedes Benz of Tampa Bay will fix my mirror. Still nothing on the the xziolin, navigation system or satellite radio.

March 10, 2010

Mariano called from Mercedes Benz USA. He lets me know that he has spoken with the dealership and they said I never said that satellite radio was a requirement for the car I wanted to purchase. They also told him that they had offered to install an aftermarket satellite radio free of charge, and I had never gotten back to them so the offer was no longer available. I informed Mariano that Ed mentioned I could put the aftermarket radio in the car, but they never mentioned this as an offer or that it would be done free of charge by them. In any case a $100 radio from Best Buy will not compensate. Mariano concludes that this was possibly just a misunderstanding and there is very little I can do about it at this point. They are sorry about this. He also says that he will speak with them about fixing the Zxylon application. I informed him that this seemed incredibly unfair on so many levels. First to basically call me a liar and say I never said I must have satellite radio and the navigation, and second to retract an offer I was not even fully aware I had been given. I told him I felt as if they were completely disregarding me. Up to the point of purchasing the car everyone at the dealership treated me as if I was a very important client and they would do anything to make sure I was happy. After I purchased the car I could barely get a phone call returned, and could hardly speak to the same person (besides Adam) more than once. They have left me with zero recourse other than to make as many people as possible aware of their appalling customer service which the longer this goes on makes me think is not coincidental, do they treat all their customers this way once they have driven off the lot?

March 12, 2010

Called Ed again to ask for an explanation on his "I'm a liar" comment. Of course I couldn't get in touch with him, left another voicemail.

March 18, 2010

Still no call from Ed or anyone else.

If you can put up with waiting endlessly and poor finance service and accuracy, you can go to Ewing Autohaus. I purchased my new car 2 days ago, the experience has been nothing but chaotic. Service stopped the moment the contract was signed. I regretted my decision to switch from Lexus to MB. My money is not worth the headache and the stressful experience I have with this dealer!

DOUBLE CHECK THEIR MATH!! Their math is always in their favor, and if you don't check their math, you're at a loss. The contract included poor math, and A LOT OF hidden terms. They even messed up with the base sales price by $2, 500.

I vented my bad experience with the dealer's management, the attitude I received back was defensive and nothing but arrogant. They show no sympathy for what a customer has gone through, as far as they're concerned, they met their sales quota, everything else is your problem.

P.S. You have to be in line for just about everything. For someone who's spending $50K on a car, you think it's worth your money and time?

DON'T GO TO THAT PLACE, PERIOD.

Hello,
My AC on my clk 320 went out so i took it to the dealer. They told me that it was the evaporator had to be fixed and it will cost around $4000. I went ahead and did it. Less then one year later My AC went out and not they are claiming it is not under the warrenty because other part has been leaking. so now i have to pay additional 1100 for that part. I wen to pick up my car and AC was not fixed.
I am wondering if this people even actually fix things.