Mercedes-Benz of Morristown Service

I would start off by saying that the sales representative was professional and courteous. But the real problem with this dealership lies with the service department and the managements.

Like many shoppers, naturally I wanted a good price for my shiny (and expensive) car. I shopped around the NJ MB dealerships and eventually found the best price with Morristown MB. Of course, prior to signing the order form, I read some of the horrible reviews of the MMB service department. But since I was ordering a new vehicle from the factory, I thought the problems with the service department would not concern me.

But of course, I was wrong.

The day before my scheduled pickup date, I received a phone call from the car dealership informing me that my brand new vehicle had been scratched during a routine car wash at the service station. Apparently the door of the service station was not cleared before the technicians tried to pull my car out of the garage. The left side of my car had a visible horizontal stretch with a dent the size of my fingernail. Needless to say, I was heartbroken and very, very upset. After all, I did wait for more than 3 months for this car.

The next day I visited the dealership in person to resolve this issue. Since I love the car very much and wanted to drive this car home that very day, I was willing to take the car despite the scratches only if I can take it elsewhere to fix and have MMB reimburse me for the cost. I thought this was a fair suggestion since I would not want to send my car back to the place where it was injured. The sales rep called the sales manager over to discuss the matter further with me.

And that's where everything went even more horribly wrong.

The sales manager told a completely different story as the one told by the sales rep. According to the sales manager, the car was scratched in the parking lot of the dealership, therefore it never made it to the service station. The scratches were from an other vehicle, not the doorway of some garage.

I think this is clearly an insult to my intelligence. I think any sensible person would be able to tell the difference between the scratches from a car from the scratches from some obtruding part of a garage door. Furthermore, his explanation cannot explain why there was a small, but visible, dent on the vehicle. Also, according to the manager's story, the car never made it to the service department and therefore was never washed. But based on what I observed, the car was squeaky clean.

Needless to say, the sales manager did not want to place the blame on his service department despite the fact that it was clearly its fault. And of course, he refused my suggestion because he claimed his service department is "exceptional" and "state of the art."

At the end of the day, I got my deposit returned to me and walked away without the vehicle. I just couldn't place my trust in a dealership that fed me 2 completely different stories in a matter of 24 hours and insisted that both are true. If you are going to lie, at least put in some effort and be consistent about it.

I hope my experience with MMB can shed some light on the unimaginable impact their impotent service department could have even on a new vehicle. I also hope no one had to endure the same painful experience I went through with MMB.