Mercedes-Benz Maple

Traded and purchased a used vehicle last month. It was the 1st time doing business with the dealership, probably will be the last. The sales guy we were dealing with was Tushar/Ali. The trade negot It was the 1st time doing business with the dealership, probably will be the last. The sales guy we were dealing with was Tushar/Ali. The trade negotiations was extremely unprofessional. The guys were selling the vehicle with only snow tires in spring when temps were +20. Blows my mind how a Mercedes dealership cheap out on providing the right kind of tires on a vehicle based on the weather/season. The following day the guy calls up to close the deal and I almost ended up hanging up the phone and canceling the deal. Not because they wouldn’t equip the vehicle with the right tires, but due to the tone and unprofessional communication. Then the guy and his manager makes me drive 2 hours to drop off a document when initially he had claimed that his manager lived 5 mins away from me. Then claims he wasn’t able to get his manager on the phone hence I had no option but to drive all the way down. Finally after a week of ignoring messages, “seen messages” and lack of any communication when it came to answering questions, our day finally arrived to pick up the vehicle. 30 mins into the drive the guy calls us saying he won’t be able to deliver the vehicle since he was unable to install the license plate bracket. Technical issues are common, but it’s the effort someone takes to inform the customer and value their time is of key notice. This guy kept blaming the issue and at no point apologized for wasting our time/weekend. The pick up day was rescheduled and upon arriving this time the guy couldn’t get the license plate off the trade in. So I suggested he remove the bracket and take it to the workshop to unscrew the bolt. The guy instead cut out the mounting hole on the plate and bolted it on the new car. I noticed the plate hanging onto 1 hole when I replaced the plate cover. During the test drive I noticed “Contact Dealer for Maintenance” message flashing on the cluster gauge. Assumed it was something to do with some fluids that was pending change and would be changed out and reset at the time of delivery. Drove back the car home with the error message flashing. Had to contact the guy again to confirm if the fluids were changed at inspection or if he knew when it last done by the previous owner. The guy was clueless as usual. I feel when you pay top dollar for a car, you expect basic etiquette dealing with customers when it comes to communication and customer service. The cars black headliner was stained with some white residue and the overall experience was pathetic! Hopefully the other sales guys/manager are better than these 2. Good luck dealing with Maple Mercedes 🤞 More

Bought a CPO vehicle from Mercedes-Benz Maple and noticed a glaring fault – the MBUX system was OFFLINE. Arranged to meet their product genius at the dealership a few days later who said that a 3 hr noticed a glaring fault – the MBUX system was OFFLINE. Arranged to meet their product genius at the dealership a few days later who said that a 3 hr software update was needed and could only be performed 2 weeks later. 2 weeks later and 5 hours after dropping it off the service rep stated that the work was taking longer than expected and they’d need another day. Using the Mercedes me app, I noticed that my vehicle remained parked in the yard without moving the entire afternoon. Picked it up the next morning and rescheduled for another 2 weeks later when a “loaner” would be available. I then discovered that the loaner was actually a rental and insurance was not included. Agreed to $25 for insurance, learning later that it was actually $25/day. 2 weeks later, I left it at 9:15 am. Just after 5 pm service rep Youssef stated that “we are still performing updates”. Using GPS and geo-fencing within Mercedes me app made me doubt his truthfulness. Did research and found a service bulletin stating that it required a replacement security certificate to allow VPN authentication. Next morning Youssef texted asking that I remove/re-install the Mercedes me app on my phone. Informed him that I’d come in early that afternoon. On arrival Youssef stated that the work was still not complete, requiring a 3rd day. Having seen that the vehicle remained parked in the lot, and unhappy with the loaner provided, I informed Youssef that I’d wait on-site and start to get loud if it wasn’t finished that day. I provided the service bulletin. 40 minutes later (30 minutes after my vehicle was finally moved to a service bay) Youssef texted that the update was 60% complete. 15 minutes later we reviewed. Still off-line, but he suspected only configuration. 10 minutes more and it was resolved with the help of the product genius. Disappointing and a large waste of my time. First, received a vehicle with a glaring fault; despite close inspection and “certification”. Second, it seemed I was being misled with respect to the efforts being made. Third, I paid for insurance on a loaner. Fourth, I did without access to my vehicle for nearly 4 days when the issue was finally resolved within 1.5 hours. Fifth, I did without purchased features for the first month. The final insult related to service review. Reacting to invitation, I wrote and submitted a fair review (3 stars). 1 week later it’s been ignored and not posted. In soliciting review, MB Maple asked what they could do to ensure receipt of 5 stars. Beware of shuttle services utilizing cheap Uber rides, insurance costs for the “loaner” per day, “5 star reviews” online, a cavalier attitude toward customers and their time. On the positive ... all staff were polite, the dealership is clean and well-appointed, problem was finally fixed, and I really like the vehicle purchased. More