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Review 10/12/2011
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Fletcher Jones service department is taking advantage of women who take their cars in for service. Their tacticts have taken a turn for the worst from a year ago. They will write items to "look at" without being clear in explaining the work to be performed. They get the customer to sign off on items and perform the unauthorized work. They used to call and get authorization on items to be fixed before doing the work, but they no longer do that. We as customers trust that they will do what they always have done in the past by calling us to authorize them to do certain work on the automobiles, but no longer. When you drop the car and they list items that you didn't request, and they get you to sign off on the sheet, they will perform the work without further calls. They won't go over the items listed line by line either. After being a loyal FJ customer, buying 2 cars there, driving 1 hour each way to service both cars, having family buy cars there and telling all our friends to go there.... I was wrong! No more business for FJ Mercedes from us or family and friends. That was all for $460 charged to me for unauthorized work performed. It probably cost them $200. BAD BUSINESS DECISION and BAD CUSTOMER SERVICE.
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Business's response - by Client Care Manageron 10/17/2011
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Dear Edward,
Thank you for sharing your point of view.
As a reputable Authorized Mercedes-Benz Dealer with many female employees, we have a high level of respect for all of our guest regardless of gender. In addition, there are many regulations that we must abide by; such as gaining authorization and documentations on all work to be performed.
If you have a specific occurrence that you would like us to review, we are happy to do so. Every line itme is clearly written and explained in each case.
Respectfully,
Heather Lewis
Client Care Manager
(949) 718-3160
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