My first experience with Walters was right after I bought my E500 and noticed a strange sound coming from underneath the car. I took the car in and was told that I needed a motor mount and some other things totaling over $3000. I was told the repairs where done and that I could pick up my car. Driving home I noticed a similar sound to the on I'd taken the car in for. I drove the car for a day and returned the vehicle after the noise continued. Walters' service guys took the car in and determined that one of the screws on the new motor mount had not been returned to its rightful place. I was shocked but happy that the problem would be fixed. I left feeling suspect of the service department, but als felt like I was pretty limited in Riverside when it came to MB dealership repairs. On several other occasions I have taken my car there and have been ok with their service but have again have had another bad experience; Early one May 24 Saturday morning I had GEICO insurance tow my car to Walters because a previous diagnostic determined that my crankshaft sensor had or was going bad. When this happens you car will not start. The car was towed to Walters and dropped off at 730 that morning as reported by GEICO. I called and left a message with Walters message center reporting what had happened and giving them authority to perform the repair.
I had planned several charity events that weekend and my car was essential. Using a friends car I made my first events. As my day was full I called Walters later that morning to inquire about the repairs and when the car might be ready. I spoke to one of the service reps who told me a lie concerning when my car had been dropped off at Walters. He claimed that the car had only recently arrived (1030 AM) I rushed off to another charity event and called Walters the first break I had. I was told that they had not had a chance to get to the car; that the staff had gone to lunch. I was told that the staff would look at the car after they got back from lunch. I call after lunch and could not reach anyone. The friend whom car I was using had to go to work, but kindly dropped me by Walters. I walked the service area looking for my service advisor. The two young valets apparently found my being there funny; they immediately began making calls on a hand held walkie talkie. I walk out to the garage to see if I could see my car being repaired as promised. I did not see my car. I walked back in to again find my service advisor with no luck. This time I wanted to see where my car was physically located, so I walked towards the back where cars waiting to be repaired are staged. As I walked down the drive I noticed a car that looked like mine driving in my direction. The car was just being taken in to be seen. It was now 300 PM. I immediately turned a walked into the showroom to find the onsite manager. A gentleman invited me into his office to discuss what the problem was after I asked hi m for the general sales manager. I explained what my experience had been like and he escorted me to the service area. There at last was my service advisor. When the advisor was questioned about the circumstance by which I was still waiting for my car to be repaired he became visibly annoyed, spoke to me in a rude tone that was indignant and defensive.
The car was diagnosed and it was determined that it was in fact the crankshaft sensor and I was asked again if I authorized repairs, "I just want my car repaired" he was told, "Please fix it?" It was 315 PM. After 400 PM as I stood in the cashier area a rush of customers congregated in the area as the completed orders seemed to materialize, mine included. I paid for a ball cap and was rushed through the cashier process as she too looked like she was anxious to leave. This morning, June 2, one week, and one day later I got up to go to work, and my car would not crank. The problem it seems has not been fixed. I will keep you posted on the is one.
Mr. Carter
Corona, California
U.S.A.
0 comments