Complaint / review text:
Car left us stranded, called AAA brought car home. Called Mercedes roadside assistance which came very promptly "Diane Garcia" which knew us since she came to our house 1 1/2 years ago for the same reason car left stranded. Diane did a diagnois on car left a work order shook her head and said it was a "key" problem again. Mind you these keys are $350.00. Called Penske spoke with "Joe" service and parts which said he couldnt believe it was the key again, offered to speak with "managment" sent us a email, stating jus this and said he will get back to my husband the next day. We waited until 2P.M. No call. I called "Joe" says managers have been in meetings all day he did get to speak with "techs" and they didnt think it was the key since we jus purchased it. I asked "what would you like me to do since my car is still sitting here in front yard and not starting" put me on hold to go speak with someone, came back to say bring the car in. Called Mercedes had to car towed free of charge. Get there, with car, greeted by "Joe" which takes us in a finance office to see a miserable guy which my husband recongized because we had other work done there and he helped my husband when he was in parts/sales. Now I realize hes a "onwer/manager" Phil. Phil puts his Iphone up to our key and says "this key is dead" next sentence guys we need to do a diagnostic for $99.00 to make sure. I started to say really that's not what we were just told on the phone. He pointed at us and said "it doesnt matter, that's neither here or there"My husband said "WOW you changed"then I said sounds like I need to write the BBB about this complaint since its seems as though their keys are defective. He started laughing, "hhhaaa since we are multimillion in Japan" I dont think one letter is gonna make a difference. I got chocked up at this point stood up grabbed my purse and told my husband lets go. He (phil) said your car doesnt start. He stood up walked to back to where the car was I looked at my husband and said he willnt get away with the way he treated us. He comes back and says "i hear you both talking about me" his voice is raised now and he spit on my husbands like from his lack of control. My husband wipes his lip and says "really" he did apologize for that. I walked away went outside to call management. I came back asked "phil" who is your manager he opened his arms wide and said "THIS IS MY BUILDING" i said oh really you own this. He said YES! I turned around and walked out. Then about 2 minutes later my husband comes and we leave. I paid $70.00 to have AAA come tow car out of there the next day, since Mercedes only tows for free to the dealership. Now I am in process of getting a key, from another dealership which I am told I dont even need the car there just bring proof of ownership. This whole thing could have been avoided had "Phil" the owner/manager showed a little compassion. He is very condesending, and has horrible people skill, We feel he took his position to a whole new level, and we got the blunt of his angry miserable ways. By the way he had stains on his dress shirt, he might want to adress that, when he is treating other people like they are trash.