Mercedes-Benz St-Nicolas

Yesterday while in transit to deliver a vehicle to a guest from Nova Scotia, I experienced a malfunction of the windshield wiper system. I had to make an emergency stop in Quebec and was towed into MB. St-Nicolas for a not-expected repair. As we were already past mid day on a Friday, I knew the timing was important as we were racing the clock before the shops shut down for the weekend. Spending the weekend in Quebec, unfortunately wasn't an option. While I was waiting for the tow I contacted the service department and was directed to François Bellavance who quickly jumped into action and responded to my need for a replacement wiper set and wiper arm repair. When I arrived, François quickly got us settled in and drew up a repair order. After a quick break for lunch I returned with my out of town guests to a repaired and washed vehicle at no cost to us (thanks MB Warranty). François did not once discriminate that I was a salesperson from another dealership and made myself and my clients very welcome. They even allowed us to perform a walk-around delivery in the comfort of their drive-through bay without feeling pressured to vacate - it was still raining quite heavily. I was then greeted by the sales manager André Reny who made us feel at home and offered us a private area to complete our paperwork if we needed. This was the greatest example of the three-pointed star coming together to exceed customer and employee expectations I could ever hope for. Despite the mishap with the vehicle, we all left very satisfied with the service we received during our visit and would highly recommend André and his service team to those in the Capitol region. Merci de vos amis à Performance-Mercedes.

Horrible customer service with rude staff, Valerie from parts and service department is a bully and says whatever comes to her mind when you ask her a question. I had ask her to send me an email for a price quote for getting some work done on my car and she refused very bluntly to send me an email, which is by the way her job. On top of this when a complaint was put up, the communication specialist who should have some basic knowledge about communicating with customers tries to protect the employee instead of correcting the issue and writes back saying the employee is right and won’t send you an email for pricing as that is not their policy. The communication specialist can not even comprehend the problem and keeps writing back to me about some weird credit card policy, when the real issue here is lack of training of the staff. Also communication specialist Steffy writes the same thing again below and note how she writes we respect our employees and that means they don’t care about customers or won’t provide adequate training to staff for giving excellent customer service. They will keep protecting the employees and not care about customer service. I would like to ask anyone who has been to a Mercedes-Benz dealership that have you come across a staff who has denied to send you a price quote via email ? This is pure nonsense and their team needs to address this issue of misleading customers as there are other Mercedes Benz dealership who offer much better service and care for their customer. I would advice anyone who wants to get work on their Mercedes to go travel and find a dealership which offers excellent customer service like silver star Mercedes-Benz in Montreal. The higher level manager should look into as why employee like Valerie are allowed to be rude with customers and why the basic manners and etiquette of talking to customers is not their priority. I don’t wish to get any more replies from the communication specialist as she has completely failed to understand the issue and is more interested in protecting the employee for her own personal reasons. I’m going to address my complaint with the head office of Mercedes-Benz and make sure these two employees Valerie and the communication specialist are brought to the attention. Anyone who has problems with this dealership should write a formal complaint with the head office in Toronto and Germany. As these are employees of a corporation and should be held accountable for their actions. They should not be working on their whims and fancies. I hope of this gets the atttention of the vice- president of this dealership and I get a reply from a higher managerial staff than the incompetent communication specialist.

Nice cars and service

Service excellent

Service impeccable sur toute la ligne. Pour être allé dans d'autres concessionnaires sans les nommer, je peux dire que le service reçu est plusieurs coches au dessus des autres. Je n'écris pas souvent des avis, mais là, je n'avais tout simplement pas le choix de passer le mot. Merci encore!