Fletcher Jones Motorcars of Fremont — Local services in Fremont

UPDATE: I am updating my review based on my recent experience with Fletcher Jones of Fremont.

After my last review, I was reached out by Mr. Kimo Sanchez from Fletcher Jones. He expressed his sincerity and provided me his full attention to listen to the bad experience I had earlier at Fletcher Jones of Fremont. This is very important to me, A Service Manager is like the doctor for my car. Because having my trust broken once had left me in a situation where even going to a new dealership for future services of my car would have always kept me in doubt what if the same story would repeat. Therefore, I appreciate his time and willingness to hear me out and recognize the trust issues which I had faced with the service manager assigned to my account earlier.

Mr. Sanchez asked me provide another chance and bring back the car to Fletcher Jones of Fremont for a thorough inspection to eliminate any doubts and fix all the issues to date. He also assigned a new Service Manager Mr. Ron Reyes to my account who is a very patient human being and listened carefully to my concerns. This time my car war thoroughly inspected and the issues were mentioned in the report with clear information, rational for what might have caused the issue and recommended solutions.

Mr. Reyes and Mr. Sanchez also made sure to confirm that if any of the repairs were covered under warranty or discount those are applied right away. Additionally, Mr. Reyes ensured that he communicated all the details to me personally over phone. As a customer this is what I expect to be done because the sincerity of my service provider plays a significant role in my trust and reliability on them, not only for the current product but for future purchases and a long term relationship. After all, we live in a community where reputation is build by Word of Mouth and we hope to have someone to call as "Our Goto Person/Brand" in almost all sectors of our lives.

I received my car yesterday, after all the inspections and repairs. And, I am pleased to say that after a really long time I have a service manager who listened to me and worked with me to resolve the issues rather than just treating me like a nobody.

For now, this makes me believe that my previous experience was hopefully not because of the wrong doing of an organization but of an individual. That said, I also hope that Fletcher Jones of Fremont focus on further developing the culture of Discipline, Ethics, High Quality Service and most importantly Trust.

My sincere thanks to Mr. Kimo Sanchez and Mr. Ron Reyes to reach out with offering to work with me to rebuild the trust. I really hope that this trust is maintained. Earlier Review: I have completely lost trust in Fletcher Jones Motorcars of Fremont's ability to provide trust worthy service and repair of my vehicle. Not only once but multiple times (at least 3 times that I am aware of) had there been discrepancies in the Invoice, Inspection Reports and the parts replacement in my vehicle. I was able to catch the discrepancies couple of times and brought those to the knowledge of the Service Manager responsible for my vehicle's service. But, there has been no improvement in behavior and insincerity regarding the service and customer experience. I am not even sure whether the Service Manager is even verifying whether the engineers in the workshop are doing their job diligently. The problems and discrepancies have been so frequent and obvious that even a normal person could notice them, but disappointingly Fletcher Jones team seem to not care about it at all that I had to go through same experience more than twice. (Had to delete the details of specific instances because of...

I don't feel like a valued customer when I come here and this time around will be my last. Nothing worse than making an appointment on your day off to try to rectify a very underperforming and underwhelming purchase only for your time to be completely wasted and to be treated like someone else, who's appointment was a full 2 hours after mine began, was more important than I was during my appointment. The sales manager was late, uninterested in me and my intended purchase and was just simply there to hand over keys for a test drive and sign off on paperwork. My partner was selling me more on the features than this sales manager. I couldn't even get a detailed discussion of the trade in value of my car and where he got his figures from. It's also pretty insulting to be told I can't afford a car before even sitting down to discuss pricing and numbers. I didn't know I looked like I couldn't afford another Mercedes. This was a worse experience than the first and I believe this is just my sign that this particular Mercedes Benz location is not for me. Lastly, I never received a gift with purchase with my new vehicle whether it was a backpack, keychain, etc. I was told by Mohammad, apparently the owner’s son, that Mercedes Benz no longer gives out gifts with vehicle purchases. The next day after my purchase when I came to ask about the violent wheel shaking I saw another customer receiving a gift backpack full of gifts.

List of things I noticed wrong with my Mercedes that I purchased 3 years ago:

*I asked them if I was supposed to receive a spare tire with the car and was told that the model did not come with one. I checked later on and that is completely FALSE. BE SURE IF YOU BUY FROM HERE YOU HAVE ONE OR BUY FROM SOMEONE ELSE.

front passenger door sounds hollow/loose when closing the door. Imagine the other doors sounding smooth and new but this one sounding like it belongs to an old Buick or old Prius

*both back passenger windows have slowly started letting air in so when I'm on the freeway I can hear loud air seeping through-I've never experienced this with any car I've ever owned

*when braking on the freeway, the steering wheel would shake violently (I let Mercedes know the same week I purchased it and was basically told 'oh well'

Among other things, this is just simply not the quality you expect from Mercedes Benz and this experience has been extremely underwhelming.

Although Fletcher Jones has provided their flippant response, they NEVER made any attempt to make this issue right. I have connected with corporate and BBB who have been overtly committed to making me whole. Fletcher Jones has never made any attempt to make anything correct.

Pictures attached will show my inner door panel separating from the outer door panel, causing the ‘hollow/old’ noise when closing the door. The Mercedes Benz emblem is also pictured on the window.

It is also incredibly off putting how their relationship manager, Kimberlee Camargo has never attempted to resolve my issue but instead makes herself busy by flagging my reviews on Yelp. Very strange behavior whose job it is to...

Exceptional Service and a Great Deal on the EQE 350! My family and I recently worked with Linda Vu and her manager, Michael, when purchasing our new Mercedes-Benz EQE 350, and we couldn't be happier with the experience. From the moment we arrived, Linda was outstanding. Her knowledge of the vehicle was thorough, and she made sure we were comfortable with every aspect of the car and the purchase process. Linda’s professionalism and genuine care for our satisfaction were clear from the start. Linda’s Expertise and Dedication Linda’s deep knowledge of the EQE 350 was impressive. She carefully explained the vehicle’s benefits, especially as we were transitioning to an electric car. She answered all of our questions about performance, technology, and the shift from a gas-powered vehicle, and even went the extra mile by walking us through charging infrastructure and long-term cost savings. Her thoughtful responses gave us confidence that this was the right choice for us. What stood out most was Linda’s attentiveness. She truly listened to our needs and worked tirelessly to find the best deal. It was never just about making a sale—it was about ensuring we were completely satisfied with our purchase. Her personalized approach made us feel valued. Seamless Negotiation When it came to the financial details, Linda and Michael worked together flawlessly. They were transparent about the costs and explained each aspect of the pricing clearly. There were no surprises, and we appreciated the honesty. Linda advocated for us, ensuring we received a great value for our trade-in and maximizing the available incentives for the EQE 350. Michael also played a crucial role in finalizing the deal. His professionalism and experience were evident, and he ensured everything went smoothly. We felt confident knowing that both Linda and Michael were committed to giving us the best deal possible. Exceptional Delivery Day On delivery day, Linda exceeded our expectations. The car was prepared perfectly, and she took the time to walk us through all the advanced features of the EQE 350, from the infotainment system to safety features. Linda made sure we were fully comfortable with the vehicle before we drove off the lot. She even followed up a few days later to check in, which really showed her commitment to customer satisfaction. Overall Experience The entire experience with Linda and Michael was stress-free and enjoyable. Their teamwork, transparency, and attention to detail made the car-buying process a pleasure. We never felt pressured, and every interaction was based on genuine care for our happiness. They helped us secure an excellent deal on an outstanding vehicle, and we couldn’t be more thrilled with our EQE 350. If you’re in the market for a new car, especially the EQE 350, I highly recommend working with Linda Vu and Michael. Their dedication, professionalism, and customer-first approach made all the difference. Five...