European Auto Solutions — Local services in Waltham

It is troubling that people who have a little difficulty getting in touch with an extremely busy service and sales manager at the best Mercedes repair shop in Massachusetts or who haven't followed through on a problem or taken good advice would take this out on the place by giving one star. When I saw this, I thought I had to write in response. Yes, sometimes it takes a few calls. But you're also not going to be paying the prices for service or for excellent used Mercedes (and a few others) that you would pay at a dealer. That immediate service at the dealer: you're paying for it, through the nose.

EAS has been taking fantastic care of our three Daimlers for seven years now (a total of four, actually, but one of them got totaled, so I bought a great old E-Class wagon from Ed that's been a joy to drive, along with our S- and C-class models). We just plain trust them. They don't BS you about the few cars they sell, because Ed does his best not to sell cars he doesn't want to stand behind.

They also, and this is crucial, don't BS you about repairs. They do necessary repairs, and they do them for a very reasonable price. Even more importantly, they don't fix things that don't need to be fixed, or don't need to be fixed yet. This saves you serious money over the long haul. For example, why do the brakes when they've got 30% left? Wait until it's actually an issue, and then do it. You've gotten months or years (depending how much you drive; when you've got three for two people, some cars don't get that many miles) more service from the parts before investing more money.

They absolutely stand behind their repairs, and in these seven years with three cars, we haven't had a single problem. Ken is also totally no BS and tells you straight up what needs to be done, what can wait, and when you can expect to have to deal with something.

Regarding sales, Ed has cars to sell, but he's also a wonderful source of information and insight into other cars you might be looking at, and EAS will do a pre-purchase inspection on a used MB (or BMW and maybe others) you're looking at, and they'll give you an honest assessment, even if it means you buy a car from another place rather than from them. It may not be ideal for their business, but it IS their business, which is based on the best customer service possible and on a devotion to Daimlers and to people driving good cars.

I'm 60 years old, and I've never had a dealer or repair shop I have trusted anywhere near as much as I trust EAS and Ed.

Ed goes out of his way to help customers get and keep the best cars possible....

EDIT: Ed, i think you are misunderstanding. Warranty did not want it spliced, you did. Warranty wanted to replace the entire harness, as that’s how repairs are done. They were waiting for you to send them the bill, in order to provide final approval, which they would have. Don’t mislead me and the public with this “number of phone calls”, “jumping through hoops” talk. It takes dealerships and other independent shops (your competitors) two weeks MAXIMUM. Your competitors, who have expressed great satisfaction and pleasure in dealing with US Warranty Co.

You are the one who wanted to splice a new socket. That is YOUR low standard. The EAS standard. The standard BELOW YOUR competitors. You didn’t refuse to splice. As a matter of fact, that is what you stated is the “right way to do it” when I came in to collect the car, after attempts to reach your business over telephone, which always resulted in no answers.

Please find attached an image of the Diag sheet that you provided, the Diag sheet that explicitly states “wiring harness MUST be replaced”... The Diag sheet I received only after I requested it, because you charged me for wasting my time. Don’t lie to yourself Ed.

I’m glad you’re disappointed. You should be. I visited your place of business WANTING to do business with you. Your gross incompetence gave me zero reasons to ever say anything remotely positive about your business. You are the Service Director/Partner, you should be on top of things. I never spoke to you until I came to pick up. Don’t get things twisted.

Rule #1 in Business; If you don’t do it, someone else will.

Wishing you and European Auto Solutions continued success, Richard

ORIGINAL: (still 1 star) it was obviously a mistake ATTEMPTING to do business with these people. my car sat for four months on their lot, with zero communication, even when i attempted to reach out. I don’t know why i had to book an appointment over one month in advance if it was going to sit another month before it is looked at. i gladly went right to the dealer, because $225/hour is better than this untrustworthy organization of gaslighters. don’t waste your...

This is a bizarre one. I have an old BMW that I am restoring and I was extremely excited to find this place. Went in to have an oil change and thought the place was great. Had a good conversation with a couple of the guys, got to see some nice old German cars, was then presented with my bill along with some work recommendations. I reviewed the work recommendations with them and they then agreed to get a quote together for me to let me know what the cost would be. Mind you- this car is a toy for me and is being restored, so I'm prepared to spend money on it. That was a couple of months ago.

That was the last I heard from this place. For the life of me, I cannot get them to return a call or an email. So far, I've sent several emails to two different addresses associated with this shop and haven't received a response. I've called the shop and asked to speak to Ed (who originally helped me) and have been told he'd call me back. He didn't. I've left two messages with them via Facebook, neither have been responded to.

I have no idea why this shop refuses to communicate with a customer who is trying to spend money with them, but I'll take my...