Mercedes-Benz of Caldwell

Complete nightmare. My mother & I went there 9÷1÷15 to lease an S550. We were trading in a 2008 S550, & wanted to pay the lease upfront. Our salesman, Deshone, was OK. He arranged to drive us around the lot to see the avail colors. We decided on 1, returned to his office, & negotiated a deal. Deshone asked us if we wanted to drive the new car home today; we said yes. He then intro’d us to Tommy, a finance specialist. We told Tommy that we were paying the lease upfront. Tommy called Deshone in & scolded him in front of us., saying Deshone did not give him that info. Then, the phone rang. Tommy picked it up; it was MB Finance Co., confused about the addy on our application. Again, Tommy scolded Deshone for filling out the paper work incorrectly. Tommy’s behavior was unprofessional, & made us extremely uncomfortable. Tommy then tried to impress us by showing us pix of his show horse. I have no clue why he thought this was important, or what it had to do with the business we were conducting. It made us feel even more uncomfortable. MB Finance Co. asked Tommy to ask us if we would show them a bank statement. We were trading in an S class with a trade in value about equal to the cost of the new lease, & were paying the entire lease UPFRONT. I said there was no way we’d show them a bank statement. Tommy asked to speak to a «supe.» He spoke with the supervisor, unprofessionally, calling him «bro». He was able to get the supervisor to OK the lease application, & asked us to leave his office while he prepared the paper work. We went to the lounge. On our way, some man, offered us some water; my mother accepted. We sat in the lounge for a long time. Tommy finally came out & brought us back to his office. He said the computer wasn’t spitting out the right numbers, but he fixed them by hand. As we were going over the figures, Tommy pointed to an amount & said, «This is the amount of the check that you are giving me now.» I advised him that we didn’t have a check with us, that Deshone offered to let us take the car home today, that we would bring the check & title tomorrow AM. He excused himself, went to speak with Deshone, & came back & said, «OK. I spoke with Deshone. He said you will bring the check & title tomorrow morning.» Again, my mother & I felt uncomfortable, as if we were lying about what Deshone had offered us. To make up for the «trouble» & the «amount of time» we had spent in the dealership, Tommy offered us a free clear coat application (which we still don’t have). We thanked him. FINALLY, at 7:30PM, 6 hours after we had walked into the showroom, we were handed keys to the new car. As I was sitting in the driver’s seat familiarizing myself with the car, someone knocked on my window. I look up & Deshone & the man who had given us water was standing there, so I rolled down my window. Deshone said, «You remember Keith, our Sales Manager?» I said, «No. He never introduced himself.» Keith then said to me, «Deshone is going to follow you home to get that title & check.» There were several customers & a few employees in the area who heard what he said. My mother & I were mortified. I got out of the car & told Keith, We have been in the dealership for 6 hours, my mother’s diabetic, we’re going out to eat, & Deshone is not following us. Deshone & Tommy both know that I’m bringing the check & title the tomorrow AM. If you have issue with that, we’re leaving w/​our old car & tearing up the new car contract.” He backed off & let us go. When we got home, we discovered that the 2^nd key did not work. I told Deshone, who offered to bring us a diff key & come pick up the check & title. He came the next afternoon with new keys that didn’t work. He said he’d get us a working set. As of today, 9÷14÷15, we still don’t have a 2^nd working key, nor have we heard from Deshone about the keys. We got a call from Steve, Gen Mgr, who was very noncommittal. He offered to buy my mother dinner or a ticket to a play, to show her «We’re not bad guys.» Based on our horrendous, embarrassing experience, I said no, & asked him to consider a real gesture. This dealership is unprofessional. Over the years, we have purchased very many cars, including several Mercedes. We have never been treated so poorly. anywhere. STEER CLEAR!

The service here is truly the best service we have had anywhere! Although we bought our car at a different dealership in Bergen County, we have found the service that we received here was superior in every way. Not only are the mechanical services top-​notch, but the entire customer service experience is outstanding as well. Jon Polera and Franca Urbano-​Marciano make us feel special from the moment we pull up to drop off our car and then follow up personally on every detail in the most professional way possible. Everyone here is courteous, polite and friendly and never try to sell you service that you don’t need. I give it my highest recommendation on all counts. Sergio M