RE: Chandler Mercedes Benz, Michael DRUKEN, GSM,Kevin Naylor, Service Operations Manager, Nate Rogers, Service Writer
Sadly to say this story is in regards to my unbelievably well taken care of 2002 S500 Mercedes Benz. I have taken my Mercedes to Kevin Naylor and Nate Rogers for almost two years now and I must say that the relationship has been good for the most part except for the very beginning. Now it has ended with a BANG as most relationships do. Yes, this story has an unfortunate non caring end to it and it will have a buyer beware and Service Department beware as well. This is the third Penske shop in the valley in Phoenix,AZ where I have caught them with their pants down in a dishonest manner involving putting in parts to my vehicle in which they didnt need to be put in.
Heres the story. I recently took my 2002 S 500 Mercedes Benz to the Chandler Mercedes Benz where Michael Druken is the GSM, Kevin Naylor is the Service Manager and Nate Rogers is the Service Writer. They had emailed me what they could do for me involving a potential good will pricing basically at 50% of retail since my car had barely hit 100,000 and I had a Starmark Warranty that had expired. Well the 50% was a lie too. I will explain later.
The problem on my vehicle was a right control arm that needed to be replaced and was causing a sound under my
car. I said very well. Then the technician who I forgot his name said I needed engine motor mounts as well.
Come to find out this is an EASY money maker for the dealership after speaking with 3 other independent dealers that specialize in MB. They also said I needed a new CD changer(by the way they always put in a Refurbished one.
Just an FYI. I was lied to about this in Lynnwood, WA when it was originally replaced. I will get to this story at a later time.). They also said I would need to take the heads off and replace the gaskets.
So I take my car in to get fixed. The service writer Nate Rogers emails us and says they cant get the right strut out because the 2 bolts that connect the right strut to the right control arm are frozen and cant be
loosened. He says its going to be an extra $1,300))LOL I immediately call him up to discuss. He then proceeds to say that they have successfully put the left side control arm on.))LOL I said the car didnt need a left control
arm.))LOL He said please holdNate Rogers then gets back on the phone and says Im sorry Dion but we just assumed as most customers when they replace one side they replace the other. I can take it off for no charge if you like. This was a my first RED FLAG of dishonesty. I said please take it off and DO NOT do the engine motor mounts and I will be back to pick my car up immediately. He said I am sorry but the engine motor mounts have already been done.
I said ok I want my originally engine motor mounts. He said I am not sure I can. When I got there though they gave me the original engine motor mounts. I also made a few calls on my bill and noticed my bill to be too high for engine motor mounts. They were giving me 50% off based on 7.5 hours of labor for the motor mounts when in fact I called other shops and dealerships and they said they would have only charged me 3.5 hours. Sneaky, but I had just caught him in another LIE! The service ops manager called me immediately as I was driving home and said he would be willing to take $200 off my bill for a Perfect Survey. I said that was fair. However, it
didnt sit well in my stomach because I knew he had been caught in a lie and that he was buying a survey and buying me to not write this review or contact the BBB, AG, www.ripoffreport.com, yelp, www.dealerrater.com and
google etc and all the other review sites to tarnish their name and reputation.
I then took the engine motor mounts to MB independent and had them look at them. They and two others all said they didnt need to be replaced and this is one of the easiest and biggest money makers for the dealership. I said well yes and especially if they try and charge the customer for 7 hours of labor. Do your homework folks and call 3 dealerships and at least 2 independents and parts stores to make sure on everything before you get work done on your vehicle. Also check the review sites as well. Even if they have great reviews still be cautious and do your homework.
The ENGINE MOTOR MOUNTS DID NOT need to be replaced. The service manager Kevin texted me and said he would gladly put in my original motor mounts and not charge me a dime and refund All my money. Thats when I decided I knew I had been RIPPED OFF!!! I said I dont ever want you touching my car again.
This is the THIRD time now that I have taken my car to a PENSKE dealership in the Phoenix Valley. All of them have attempted to rip me off. I have caught ALL three dealerships of putting in parts that did not need to be put in. I have just caught one of their dealerships to not be disclosed in putting in a wrong piece of GLASS for a windshield on two of our cars
I told the service manager Kevin Naylor that I want the original motor mounts to stay at NO charge for the LIEs
and for them to EAT a NEW strut and Control ARM on the house as a lesson to not CHEAT people and my $200 off on a REFURBISHED CD changer in which I had to do some research on this in which they are not put in NEW like they claim when you ask them. Oh by the way. I will be calling my Insurance company and confirming a part number for a piece of Glass for the windshield they put in as well to verify that is OEM glass in which they claim it was. After I do my research since I just caught Penske Rapid Repair Auto glass in a lie on two of my other cars it will not surprise me if I catch them in a lie on my S500 as well. If this is the case I want an OEM piece of glass
put in like the Insurance company authrorized.