W.I. Simonson Mercedes-Benz — Attraction in Santa Monica

I got a car just about a month ago from WI Simonson in Santa Monica referred by a regional manager named Rob.

3 weeks later my car is already in shop and and apparently I’ve already missed my first payment as NOBODY sent me statement via mail and email. Ever since the day one, my key wouldn’t unlock the door with keyless entry nor I can open my trunk when key was on me.(took video) Our sales man STEVE showed us nothing and told us to call him if we have any questions. First of all, we don’t know what features we have, What we don’t have, what we know and what we don’t know. This is a sales person’s job to go through features step by step, especially this is the first model of a lot of new features, we at least expect a PERFECT DELIVERY after spending $40,000??? Then we realized that there were no accessories including first aid kit, I told the salesman this is the first car we ever had that doesn’t even come with first aid kit and he told us to come pick up first aid kit as “it should have been included”

Then AC shuts off in 100 F weather and we made an appointment with service. Jim took care of us great at MB services. My front camera that we didn’t know we had was all over suden activated when I’m on “Drive” driving forward. Very dangerous to show what’s in front on screen while you’re driving.(took video and showed to service person) They kept our car for 3 days and found out that AC was inoperable since the day one we got the car from the dealer( as it was defective from the factory), they had to put new AC system. We got a loaner, I wish they asked us what kind of car we want as I hate SUV and of course ended up getting a SUV loaner car. Then I received a phone call from MB financial services two days ago asking me why I missed the payment. I didn’t know it was due as I received NOTHING from them and trying to locate my contract to see if my first payment was included in the deal, while I was on the phone, I realized that they forgot to give us a copy of contract. As everything was in rush.(Sales man asked us to stop by at the dealer this week)Now I’m charged with late fees and missed the very first monthly payment. The MB financial services told me that the dealer is responsible for setting this up for me and they should have done it. I wonder if I will receive the statement for next month payment??? Overall MB services did a great job and give them 5 stars, but because of our total experiences, I give 3 stars total. It left a bad taste in our mouth.

———UPDATED——— So I called the number provided by the dealer in the response as my AC blew up again in 110F heat after my brand new one month old car was “fixed” 10 days ago because it came with defective AC in this weather and nobody was available to talk to us and GM won’t call us back. Mercedes corporate sent a message to the dealer to contact us. Hasn’t happened yet...... By the way apparently my key fob was jammed and broken since the day I got the car, our salesman Steve told me that I’m holding door handle wrong. Also there’s a recall campaign alert on my screen for SRS system which we contacted Mercedes but nobody seemed to know..?? I regret so much that after spending $40k+ I’m stuck with this car for next 3 years and we don’t have any customer service.???? It’s truly amazing this is how Mercedes Benz treats customers. It’s unacceptable. BMW treats customers much nicer and I should have...

It is very hard to get a price over the phone with these people. Communication is full of frustration. I have been looking for a new G 580e. Called them to get a price. Reza Abniki couldn't give me a price when I called. He told me that his manager would call me back shortly. Waited a while, I called again, still couldn't get to a manager. Then Reza texted me his business card. His title is Fleet Manager. I couldn't understand why a Fleet manager couldn't give me a price. Why? Raul, Reza's manager called me back. I told him clearly I wanted to buy the car today. He told me he couldn't do MSRP plus tax and license. I asked him what price he could do. He told me he could not give me a price over the phone, I needed to go in person to get the price. On their website, https://www.wisimonson.net/new-mercedes-benz/santa-monica.htm?model=G-Class, it says Please Call for price, but they didn't want to give me a price when I called. Why? Funny thing, when I called Reza at the beginning for the G 580e price, he didn't give me the price, but he told me that he would get the car cleaned and gassed, and kept asking me when I could go in. I couldn't believe that he wanted to gas up an electric car. Basically, he didn't care which car I was looking for, bottom line is to get me in. I told him that I lived in Newport Coast, I didn't want to spent three hours in traffic if we couldn't agree on the price. Reza told me it only took an hour to get to Santa Monica from Newport Coast. Really, an hour driving in the midnight? After you guys close? No common sense! I think I have said enough. Don't call them for price, just request the price online. Hope they will send you a price.

11/19 update Reza texted me today, asked me if I had bought a G 580e. I texted him back that I was still waiting for his response. He texted me that he couldn't do $10,000 over MSRP. I asked him what he could do. He texted me back MAYBE $25,000 over. What does MAYBE mean? Maybe yes, maybe no? Sounds like a lot of uncertainty going on here. We are talking about the price, not a payment. Price is just a simple number, not maybe, not about. I felt that we circled back to the square one. Why can't a Fleet Manager give me a certain price? I want to buy the car, but the seller, a Fleet Manager can't give me a certain price. Does this make sense? Thinking back more, I remember that I told Reza not to bother me if he was not able to do my price. Why did he still try to reach back to me without a certain price? Was he doing this for practice how to sell a car? I couldn't understand. Please don't waste my time.

11/20 update Reza called me this morning. It was a 13 seconds conversation. Reza: " How are you?" Me: "Who is this?" Reza: "This is Reza. Why you gave me the bad review?" Me: Hung up After I hung up, Reza kept calling me three times in one minute. Then he texted me "Pick up the phone", "Hello", "Please call me let's talk about the deal". What's going on here is very uncomfortable. It feels like someone banging the door and demanding an answer. I can feel Reza's anger towards the bad review. Of course, he knows why I gave him the bad review. Unfortunately, he just can't manage his temper. Wow, what an encounter with W.I. Simonson...

The service here the first time I went was polite and quick, but this time was awful. I took my car in for an appointment, to which I was early, I was checked in and waited for my service advisor. My appointment was for changing two tires and replacing the bulb in one of my headlights. I was told that the entire thing would take two to two and a half hours. I sat in the waiting room waiting for paperwork to sign for forty minutes. I finally tracked down the service advisor, and he then told me that they had to special order the tires, and that my car would be done by five. And that was fine, obviously that was unforeseen, and I changed my meeting to the next morning. They gave me a ride to my home and everything seemed okay. Then I got a message that my car actually wouldn't be done until six thirty, because the tires came late, also unforeseen, but I was okay with it. But then I got a call at six that the alignment couldn't be finished that evening, but I was promised that the car would be finished by nine, and I thought I could make my meeting. At eight the next morning I got another message that the alignment guys weren't going to be there until nine-thirty or ten. I had to delay my meeting again. But I was promised that the car would be done before noon. And it was! I got a call at eleven-fifteen that it was finally finished, and I asked for a shuttle to take me to the service center and was told that it would be ordered immediately. I was going to make that meeting! But no, after waiting for the shuttle for fifty minutes, giving time for traffic, this is L.A. I called and the shuttle was not even ordered! I once again, tried to change the meeting, but this time, understandably, they just canceled. So I definitely didn't get that job. I finally took an Uber to the service center, requesting that the bill be emailed to me while I was on the way so that I could leave as quickly as possible, as I was, as you can imagine, extremely annoyed at this point. This didn't happen, the invoice wasn't even completed when I arrived. So at this point they had had my car for twenty-seven hours, for two tires and a bulb. I finally got my car, and finished the things I needed to do that day, and finally got in my car in the evening, and the bulb hadn't even been changed! Apparently no one had bothered to turn the lights on to check if it had been changed. So I went back to the service center for the third day in a row, and they finally changed it. This entire situation was ridiculous, I understand that things get delayed, but no one offered to get me a loaner car when they realized that this was going to take more than twenty-four hours, and I felt like they had no sense of urgency, as though my time was nothing. And I lost income from this debacle, which is the worst part. I don't know, this place is either fine or absolutely terrible with...