Mercedes-Benz Maple

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

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