Overview

Overall Rating 2.41/5Overall Rating 2.41/5rating 2.41rating 2.41rating 2.41

17 Reviews

35% Would Recommend
100% Business Response
Latest Review 4 months ago

Reviews


BL
Brian L.
Bristol, TN
Overall Rating 1/5rating 1rating 1rating 1rating 1
01/28/2019
Dishonesty
Dishonesty this is the worst Dealership that I have ever dealt with they lied right to my face and then denied what they were going to do for me said they never made these arrangements with me. The service manager is the worst person that I’ve ever dealt with in my life he is a completely unprofessional and what he did and I know people are still going to buy cars still have there Maintenance done there. But I as a customer Will never deal with Rick imports again the worst dealership I’ve ever dealt with.

AB
April B.
Morristown, TN
Overall Rating 1/5rating 1rating 1rating 1rating 1
08/30/2018
Horrid
Just go ahead and file a complaint with the better business bureau. I have drove two days for a total of 6 hours to get my airbags replaced. Yes I was very upset and voiced my frustration. They had me drive all the way to tell me they wouldn’t service my car. Jack, Jeff and Mike Frazier aren’t even worthy to be him on my shoe.

AB
A B.
Morristown, TN
Overall Rating 1/5rating 1rating 1rating 1rating 1
08/27/2018
Horrid Service Center Customer Service
One shouldn’t even be the lowest level. Jeff who is at the front counter and his boss Jack are the rudest two men I’ve ever dealt with. Their lack of customer service will make you trade your BMW for a KIA. Their boss Mike Frazier must be scared of his own shadow as he will not return your phone call. If you are looking for or need a repair regarding a BMW make the extra drive to Knoxville!!!

RB
R B.
Pounding Mill, VA
Overall Rating 1/5rating 1rating 1rating 1rating 1
08/07/2018
Unhappy with service
Needed navigation updated due to Satellite going down. I have taken my car to Rick Hill Mercedes 3 times since May for this issue. Employee told me they needed to order a part.
Then I was told no part needed to be ordered.
They are unorganized and give you run around everytime service is needed.
I will not buy another car from this place.

RB
R B.
Pounding Mill, VA
Overall Rating 1/5rating 1rating 1rating 1rating 1
08/07/2018
Unhappy with service
Needed navigation updated due to Satellite going down. I have taken my car to Rick Hill Mercedes 3 times since May for this issue. Employee told me they needed to order a part.
Then I was told no part needed to be ordered.
They are unorganized and give you run around everytime service is needed.
I will not buy another car from this place.

BW
Becky W.
Kingsport, TN
Overall Rating 1/5rating 1rating 1rating 1rating 1
07/27/2018
Service was awful
Would give 0 stars if I could. We Bought a 2011 bmw from rick hill. 3 days later check eng lite came on. Called the salesman hunter locke an he wanted nothing to do w us or the lemon he sold us. Hunter Locke is a politician an a used car salesman.lies come out his mouth automatically. He wanted rid of the lemon an saw us suckers coming! Thanks again hunter locke of rick hill. They drained me dry an now I have come up with another 1,000 on top of the 1,000 I put in it 2 wks ago just to drive the car. Thanks again hunter locke of rick hill!!.

BW
Becky W.
Kingsport, TN
Overall Rating 1/5rating 1rating 1rating 1rating 1
07/19/2018
Worst place to buy a car
Boutght an 2011 bmw 328i xdrive June 2018. Since then I have put 1,000 in it just to keep it going an now another 800. The pully
s were bad an so was the compressor. I did call our salesman hunter locke an he refuses to do anything. We had the car less than 7 days when we called him over the 1st problem. an July 18 called over next prob. He don't care. Worst place to purchase a bmw. Go to Knoxville. Stay away from rick hill in kingsport

FK
Forrest K.
Bluff City, TN
Overall Rating 1/5rating 1rating 1rating 1rating 1
06/14/2018
No More
Bought a vehicle there once but never again. I was lied to twice by the saleman when trying to purchase a vehicle. Never Again

FK
Forrest K.
Bluff City, TN
Overall Rating 1/5rating 1rating 1rating 1rating 1
06/11/2018
Salesman is a Liar
For a saleman to tell me he works for me and not the dealership to try and get me the best deal possible is absurd. Additionally for a salesman to tell me he has no idea what Rick Hill has on a vehicle that was traded in is also a LIE!!!! If this were the case, then there is no way the saleman could tell the prospective customer if their offer was valid or not. This was my experience with my daughter and little did this salesman know that my wife and I are in the market for a car also.....But it won't be here!!!! I'll never go back.

AD
A D.
Johnson City, TN
Overall Rating 1/5rating 1rating 1rating 1rating 1
01/06/2018
Service Department unreliable
They kept my car for a week, cost over $500 not including the $260 it cost me for a rental. They would not return my calls. They stated that they could not find what was wrong with my car. Oil change and cleaning up my door locks. Immediately took it to another shop who spotted one of the problems right away. Will not recommend or go back. Unreputable.

RH
Rob H.
Johnson City, TN
BMW X5
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
12/30/2015 Category: Service
Took my BMW X5 in to check out the .....
Took my BMW X5 in to check out the headlights and change the serpentine belt. The answer was spend $4,000 to change out the headlight assemblies and the belt was okay. Came home, bought 2 new bulbs and installed them which fixed the lights. Changed the belt myself too and that fixed the problem of noise for $35. The good news is I saved a lot of money but it does not convey the right image for a dealer who should be able to diagnose and fix problems,
Wayne R., Porsche/BMW Service Manager from Rick Hill Imports responded on 12/31/2015

Thank you for feed back regarding your last service visit. While every effort is made to explain and ensure our cutomers completely understand estimates for work, it can be confusing on occasion. Your vehicle was brought to our dealership with the complaints of dim headlights and to check the drive belt which was not making any noise at the time of inspection. The technician inspected your car and suggested new head light bulbs and found your drive belt was in good condition and did not require replacing.  An adittional estimate was given to you for replacemant of the headlight assemblies of which you requested due to to the the poor condition of the glass. You were also advised that it would be expensive and not recommended. I would like to add we inpected your vehicle and provided all the advise at no cost to you. We are always willing to help our customers and must reiterate genuine BMW parts carry a 2 yr parts and labor replacement warranty. I hope this helps your understanding of our service process.

For evaluation purposes surveys are kept in customers file.


Wayne Ram
Porsche/BMW Service Manager
Rick Hill Imports
PH:423 224 2108


NB
N B.
Harlan, KY
MERCEDES-BENZ TRUCKS ML350
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
12/29/2015 Category: Service
Most awful experience. Very poor customer service.
The personnel are not at all helpful and more so they are hateful. The lady at the front desk had all the frustration in the world while talking to me. It was friday afternoon 3 PM appointment. I had made this appointment online 2 weeks prior. During the appointment I clearly mentioned that apart from 30,000 miles service, the breaks need to be checked. When I arrived at the dealership the front desk attendant said she did not know about that. She did not bother to greet even though I did. She did not even offer to sit on the chair while to talking to her for 5 mins. She was in a hurry and looked at me like "Why this guy came". I really felt bad with the way she behaved. Then she took my car keys & ask me to sit in the waiting area. This a big bomb. The waiting area is just one desk away from her. No snacks to eat. All they had was some filthy coffee. Some how they agreed to repair the brakes and charge me 640 dollars just for break pads apart from my service. Being owner of Mercedes I give damn about the charges because I am prepared that they will charge way more than any customer expectation but they didn't even treat me well for paying them so much that really hurts. I would not recommend any Benz owner to go to this place ever. I am not going there either. I told the representative who called me for follow up the same. My rating for this place is big 0/5, but I had to give give 1/5 as the system is not allowing me to submit. I had also decided not buy Mercedes vehicle in future after this experience.

LB
Larry T. B.
Johnson City, TN
MERCEDES-BENZ TRUCKS GL550
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
12/28/2015 Category: Sales
The sales lady at the dealership was helpful. However, a follow-up call to Bill Woods was disappointing .
My wife was questioning Bill Woods about an automatic starter option MBrace had described for the 2016 GL 550. Bill Woods responded to my wife's question. He said, "I guess you will have to go out and start your car yourself; but you have a heated steering wheel." My wife was unable to locate the steering wheel warmer on the vehicle either and he replied, " I guess you are just going to have to wear gloves!" This condescending response was rude and uncalled for so soon after the purchase of a $100,000 plus vehicle. His sarcasm was not appreciated.

EM
E W M.
Kingsport, TN
MERCEDES BENZ E320W
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
12/11/2015 Category: Service
xxxxxx
Greg and Jenny Great -??????? - 200% prices (compared to what I would pay elsewhere and dictated by Rick) stinks. Likely to cause missed new sale

GH
Gary M. H.
Church Hill, TN
MERCEDES BENZ E350W
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
12/04/2015 Category: Service
Mercedes Benz
Awesome customer service

RR
Randy R.
Johnson City, TN
Overall Rating 1/5rating 1rating 1rating 1rating 1
11/20/2015 Category: Sales
New is not better
Parts have now moved to a new building. There is no convenient parking. The person who waited on me was not friendly. They don't have a credit card reader, so he had to take my card next door to run it. Fifteen----not kidding----fiftenn minutes later he comes back and says "you're ready to go bud". No I'm sorry it took 15 minutes. I told him they need to get a card reader and he said ya and a cashier. Very poor customer interaction and poor service and set up.

MM
Mark M.
Piney Flats, TN
MERCEDES BENZ C63AMG
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
11/13/2015 Category: Service
Unfriendly sales department
Some time back I went to Rick Hill Imports to get a new key for my C63 AMG Mercedes Benz. The service and parts department went out of their way to assist me. I was completely satisfied with their knowledge and willingness to help. When I initially arrived at the dealership I strolled through the showroom to see what they had in stock. I took a few moments to look at the cars. Not once did anyone ever ask if they could help. I saw one lady peep around the corner of her cubicle type desk, but she never spoke or asked if she could help. So I said to myself " they must not need to sell an $80,000 to $100,000 car. They must be rolling of the lot by the dozens". Later when I returned to the dealership to pick up my key. I once again tested the theory that no one would ask if they could assist me. Once again....my theory held true. Again, no one seemed interested in selling a car. I even had a couple members of the sales team walk by and I did not even get a simple "Hello"....or better yet "Get Lost". They might be able to sell a few units if they had a sales team with some personality. I can't imagine the doors are being beat down every day with $100,000 + car sales. I would say it is the exception.....not the norm. This is why I but me cars elsewhere.

WD
Weldon D.
Big Stone Gap, VA
MERCEDES BENZ E320W
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
11/04/2015 Category: Service
My M-B experience
You hooked my car up to a handheld diagnostic device, and told me you couldn't clear the erroneous codes. This took 5 minutes and cost around $100.00 then performed a wheel aleinement that took all of 15 to 20 minutes. The fee for this top notch job was $229.80. I know I bought my wife a Benz (preowned) because she works very hard and I feel she deserves a good vehicle to drive. Had I known beforehand that a Benz is locked into such a degree of proprietery only service only available at a Dealerrship I would have avoided it like Ebola! $229.00 and I can't even get the codes reset ? Do the words "Scam, or Usery" ring a bell ? I intend to trade or sell this vehicle as soon as possible, but unlike some others I will warn any prospective buyer that he will need deep pockets for even routine vehicle maintance ! Your system requires any work done be preformed at a Dealership because you and you alone have access to the required equipment to work on your vehicles. It would just be nice that for the prices you charge you'd be able to actually fix the problem ! Sincerely, Weldon Davis, APRN, MSN, ACNP and former Sargent of Marines.

IH
Ibrahim H.
Kingsport, TN
MERCEDES BENZ GL350
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
10/14/2015 Category: Service
Maintenance and warranty services
I like the professional type of the services. I do not like that we get charged labor for items like filling addblue! with other services that I got completed there should be no labor for that. Also, during the repair they made a scratch in the inside of my door and I have to wait for the next visit for this to be fixed!

RW
Russell W.
Naples, FL
MERCEDES BENZ E320
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
09/28/2015 Category: Service
My Experience
After spending around $600 for washer repair, window that would close and some minor item, the check engine electronics light came on driving home. Called when I got home and service dept. requested we bring car back to see what the problem was. Had no trouble driving to the dealer garage but was told the transmission fluid was getting into the computer system some way but could not tell us how. Would have to leave auto for service to trace this problem. We were very fortunate to make it home after the engine ran at 4,000 rpms and appeared the transmission was in low or first gear. No trouble getting to the service dept. but sure had trouble getting the car back home.

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