Mercedes-Benz of Cutler Bay — Local services in Cutler Bay

This was my first time taking my car to the dealer A little backstory I bought my car as certified preowned, Mercedes dealer in Texas. The cars history showed a small front end accident.

After driving the car for several months I noticed a thump when the wheel was turned all the way say making a U-turn. my car is a C 63SAMG which has performance tires so I know to be wary about the tires wear very fast. A few months ago I went to check the tire and noticed extremely uneven treadwear particularly on the drivers front tire.

I took my car to Mercedes of Cutler Bay. It was nice that they gave me a loaner but when you’re bringing your AMG vehicle in for service and they give you an Ultima it’s not top level service as you expect. I was paired up with a service advisor Jose, in which I explained my story. Jose notified me that they recommend to replace the tires and they would do a full inspection of my car. He also notified me that he would be off the following day. I drop my car off at first thing in the morning and according to my GPS the car sat in a parking garage all day and never entered the service garage. because nothing was done with my car for a whole day I stopped in and I was paired with a different service advisor because Jose was off. I don’t know how to explain my story again and the new service advisor told me that they inspected the car and didn’t find anything out of the ordinary and we’re going to replace the tires and doing alignment (of course none of this is covered under my certified preowned warranty and would be about $1500)

After the new service advisor telling me that they inspected the car I told them are you sure you inspected the car because I have a known transmission pan leak he then told me that they were going to look at the car that day. So he told me they inspected the car when they didn’t because if they inspected the car they would’ve noticed seeping transmission fluid from the transmission pan. This second service advisor also told me that he would be out the following day.

My car on the second day was driven around the mall area according to my GPS and entered the garage. I was told that nothing out of the ordinary was seen with my suspension. they did an alignment and replaced two front tires. I asked if I can go for a drive with a mechanic as I know there is something out of the ordinary making a thumping feeling when turning. I was paired with the shop foreman. We did circles in the parking lot of the mall in which the shop foreman admitted that he felt something but he kept blaming it on the imperfections in the parking lot. After doing it several times he asked to move to a different part of the parking lot at which time he drove the car and couldn’t replicate the problem. I’m a car enthusiast, I know that there is a problem related to the suspension of the car.

The following day upon picking up my car the first Service advisor nor the second service advisor I was paired was there. I then had to speak with a new service advisor which was the third one.

Approximately $1600 later that wasn’t covered under my certified preowned warranty I got my car back. Now the stripe on the steering wheel is slightly to the left and if I straighten out my steering wheel the car drives to the right. I was told that the alignment was slightly off, the excessive wear on my tire is not indicative of a alignment that is slightly off, it’s way off.

There is an underlining problem here that this dealership does not want to admit to or investigate in detail. There was excessive wear on the inside of my tire now to brand new tires were replaced and the car was a line yet the stripe that’s in the center of the steering wheel is slightly to the left and if it’s straightened out the car goes to the right.

Now I don’t know what to do, I spent $1500 to get new tires and an alignment and now my steering wheel is not straight. When my steering wheel is straightened out the car goes to the right.

No reply from the dealer to try and...

First of all, this rating does not reflect on my sales person Carlos. I wish I could separate these. He was great. This rating is for the Finance manager and whoever is above him. Looking at all the recent reviews either every person bought cash or used Mercedes financing, because I was treated great until they found out I was going to use my credit union as the rates were 2% lower than they could offer. I will do my best to summarize.

I went in to purchase a vehicle, they did not have one to match but located one which would arrive soon. (That day I informed them I would use my credit union). They were even nice enough to hold it for me without a deposit, however when it arrived, I had 48 hours to see it and give a final answer.

Vehicle arrives and everything is ready with my credit union. All they need is a PO# and they can print the check the same day. It was March 28th, 2023. I come to see the vehicle, looks great I am ready to purchase. They insist on trying to get me to finance with Mercedes directly but the rates did not come close. After some back and forth the finance manager told me he FORGOT it was months end and could not sell me the vehicle if I didn't use Mercedes financing because they check would clear after the end of the month. REALLY!!!! I have been in sales for 25 years and had never heard anything so absurd. Before walking out to be 100% clear I asked, " Are you telling me that if I do not use Mercedes financing you cannot sell me the car even though I can have a check here tomorrow?" (It was after hours) Finance manager response - "In Short Yes".

Next day I go to Mercedes of Coral Gables and asked them to bring the vehicle from Cutler Bay so I can purchase there. My first question was on the credit union check and if it would be a problem since it "WOULD CLEAR AFTER MONTHS END" The sales person immediately laughed and said they have no issues with outside financing. A sale is a sale.

Almost simultaneously my sales person from Cutler Bay calls to follow up and I informed him we were doing business elsewhere since they won't sell me the car with a credit union. He spoke to someone and SUDDENLY the tune changed. "Come on in and you will leave with the car today". Since they were holding the car Mercedes of Coral Gables could not pull it and did not have an acceptable replacement vehicle. So reluctantly I went back.

They were now able to make a price adjustment that even with a higher rate was lower than what I would have paid at my credit union monthly, so instead of the savings over the loan, I got it upfront. Numbers are numbers and a lower payment was my ultimate goal. However, I still came out ahead. They push for in house financing as they make more money on deals financed through Mercedes, but they will see not a dollar of that EXTRA profit. I immediately refinanced with my credit union that made my payments even lower including an extended warranty I purchased. I have already received the payoff paid from Bank of America and I NEVER made a payment.

After the transaction was over, I get the typical apology from the finance manager with the closing line, "We all have a boss and I was only doing my job and following orders". So, from the very top of this dealership, it's profit over people. No one has inventory and with demand so high the next guy would buy it mentality. I ended up on the better side but the experience is one I could have done without.

If you have your own financing start with that question and make sure you don't waste hours there especially if it's months end or better yet go to Mercedes of...

BUYER BEWARE. I would give 0 stars if I could. DO NOT trust this dealership's "certified" vehicles. Long review but worth it to protect the next buyer.

I purchased a "certified" pre-owned vehicle on April 27, 2024. This vehicle did have a noise when I test drove but my salesperson, Brandon, reassured me that in the 2 days the dealership had it before I brought it home, this would be reviewed and fixed. I came to pick up my vehicle and was told that he isn't sure what was happening, but it is magically not having the same issue as when I test drove it. I drive over an hour back to my house and low and behold, the vehicle is making the noise and scraping when steering. Not fixed. I immediately contact Brandon and he has the service department contact me for an appointment. I work full time and live almost 2 hours from the dealership. I made an appointment that worked with my schedule. I am told I can wait for the vehicle, and it should be done that day. A few hours later I am put in a loaner vehicle for them to keep my car because they cannot diagnose it. I receive a call a few days later that I can come get my car but that I have to wait at least a month for the part to fix it. Yes, the issue that was magically fixed on my CERTIFIED vehicle took days to diagnose and now requires a part that will take a month to arrive. They just wanted to make a sale and lied about it being fixed. I go to pick my vehicle up and the steering wheel was damaged by the crew. They say they will fix this when the part comes for the other issue.

I leave and make my drive back home and my check engine light comes on. At this point, I've had it. I bought the car 17 days prior to this occurrence and have only had it in my possession for 7 of those days. I go back to the dealership the next day and tell them they need to take the car back. The sales manager sits down with me and says they will do a trade-in, but I will have an $8K loss. On a car I have barely had in my possession. They said if I had been back sooner, then they would've taken it back with no penalties, but they had the car 90% of the time I've owned it! I keep the car, not willing to accept the loss, and report the dealership to Mercedes Corporate. My part arrives and I get my car fixed.

I think the worst is behind me until my tire pressure light comes on with 24psi left in my rear driver side tire. It is a Sunday, so I take it to Tire Kingdom and they do a patch. Not even a week later, I get a notification for passenger rear tire but this time the alert came on when the tire only had 7psi and next thing I know I'm on the side of the road, 8 months pregnant, with a flat tire. Tires that are dry rotted and getting holes from normal daily driving. Tires I was told were brand new at the time of purchase because it was "certified".

MORAL OF THE STORY: Go somewhere else. They are liars. Crooks. And not once has the sales team reached out to me to ask about the car or my experience or to apologize. They knew what they were doing when they sold me this vehicle. It should have never been certified and put on the lot.

Fernando in the service department is the ONLY honorable employee at this establishment and this review is no reflection of him or his service team that have been caught in the crossfire of the sales team's lack...