Business ProfileforMercedes-Benz of Knoxville

Terrible experience, terrible customer service! I waited 3.5 hours for a simple wheel alignment. I want to point out to you that in the 3.5 hours I was at the dealer, I never saw more than two people in the waiting room. This was not a busy day at all at the service department. I waited 3.5 hours not because the department was swamped with customers but simply because I fell through the cracks and the customer service was extremely poor. In all the time I waited, the service rep never once came to talk to me or check in or update me. Not once! You need to train the service reps to communicate with the customers especially if they are waiting 3.5 hours for the simplest and quickest repair like an alignment. The reps don't repair the vehicles, their entire job is customer service but I didn't get that.

My appointment was originally at 3:00 but the service rep, texted me to ask If I could come in at 1:30 instead so I did that. When I arrived, I was told that the service rep was at lunch and I needed to wait for him to return. I'm pretty sure that the policy at Mercedes isn't to have the customers wait for the service reps to return from lunch before getting service. I waited fifteen minutes and still no rep so I asked if I can get a different service rep. After all, I didn't choose that rep, he was assigned to me by your computer system. I never did learn why the rep told me to arrive at 1:30 if he was going to be at lunch.

Two hours into my wait, I texted my service rep to come talk to me in the outdoor waiting. He texted back and said he would be right there but never came out. He clearly forgot. I didn't see him until an hour and a half later when I asked to talk to the manager. I ended up talking to assistant manager who said that Friday is their "catchup day" and he was surprised that the computer allowed me to make a reservation on a Friday. What? That pretty much proved to me that my long wait had nothing to do with the shop being busy and filled with customers.

I emailed both the service dept manager and general manager later to share my experience but got no response. That told me all I needed to know about this place!

Mercedes of Knoxville needs to do better!