Downtown LA Motors Mercedes-Benz

Yvette said the service was great and excellent.

Jason said the service advisor was great and they had a vehicle for him. He appreciated the follow-up call.

Mike said this business is as good as it gets. Every time they are prompt, courteous and take good care of him. He is very satisfied with this business.

Joann said the vehicle had cardboard in the roof and the passenger side trim was taped up. No one at the business would return phone calls. She is still working with the business to resolve the issues. For these reasons, she would not recommend them.

Last week, I went to the Mercedes Parts Store in DTLA to order a replacement master key. I went to pick it up today on April the 13th, and that’s when everything gone wrong. From my previous experiences, I always thought the service department always tires to rip customers off: to make as much money as they can. Today just proved me right. After picking up the key from Bob from parts (Bob is an amazingly nice guy), I decided to try out the key right away, however, it did not work. Today probably the rain the hardest in LA, so I ran back to the parts store, and I was told by someone else from parts that I should leave the key in for 5min, so the car can recognize it. I ran back to my car once again, wet, left the key in the car for 10min, still no luck. Again, I ran back to parts, and I was told that I should take this to the service department. This is where it went wrong. After taking my car inside the service department, the employees are very unprofessional, they were texting and talking on the phone. Thinking this will be a quick exchange, I waited for someone to show up, 30 min later I was finally brought the service advisor. I did not catch this Korean-American guy’s name, but he is the absolute WORST. Yes I only have a C-Class, but my family has Mercedes in Taiwan, Canada, and Hong Kong, I have been to all the different service departments at different servicing center, but I have never experience this before. Due to my lack of confidence from previous trips to Downtown LA motors, I was convinced by a friend and customer of yours to go back again (Mr. Al-Badddad, I’m sure one of your mangers will know him), but yet again I was disappointed. After the Korean-American (I don’t recall his name) service advisor took a look at the car, I was in his office to fill out some paperwork. First, he told me that my old key only works one way, If I flip it and tries to start the engine, it does not work, so he tells me that he needs to charge me $165 dollars to just “check” on the problem. This is when a light bulb went off in my head. I know for a fact that my old key works perfectly fine either way, so I told him I am going back to my car to check. Surprisingly, the key works PERFECTRLY fine. I went back to the office to tell him this, he seemed displeased and said that either way he is charging me $165. Hold on a second, while my old key works perfectly fine, and now I bought a key from Mercedes that does not work, I HAVE TO PAY to see what’s wrong? I tell him right away that this does not make any sense to me, obviously my car is fine because my old key works perfectly (unlike his lies), but he kept insisting that I have to pay, when I asked him to explain to me why I have to pay for something like this when I did not make the mistake, and he says “I have to pay my workers right?”. Are you kidding me Mercedes? I was so angry at this point, I decided to take my problem back to Parts. Upon arrival, I told Bob the situation (and how one of his co-worker tried to rip me off), and right off the bat, Bob understand, he tells me I shouldn’t have to pay anything. He went off to talk to the manger, came back, and told me that they need to send the key back to get some test done – a very satisfying comment. Unlike the experience I had where the advisor tried to blame the problem on ME. This place is not customers first, and definitely not customers are always right.

There is a recall on my car, but I will take no further business here. I will never go back here nor recommend anyone to come here again. The advisor is rude, accuses me, and even if I asked for an umbrella to borrow to walk in the rain, I was told no.