Mercedes-Benz of Boerne Parts Center

"I have worked in dealerships before but I’m now retired. I’ve seen good and not so good dealerships. I usually do a lot of my own work. This dealership so far have given me excellent both service and the parts department. I give you 5 stars."

"We will never do business with this Mercedes Dealership.The worst quality, the worst service at the Boerne store. RE: 2015 Mercedes Benz CLA 250 Sedan VIN: WDDSJ4EBXFN186722 The reason I am writing this letter is to address a customer service issue. First and foremost, I have bought several Mercedes Benz automobiles for the past 20 years, we are considered a Mercedes family and loyal to the brand. We purchased most of our cars either from Mercedes Benz Boerne Texas or Mercedes Benz San Antonio, Texas. On May 10th while driving on I-35 Texas highway, apparently an object or large rock hit the panoramic sunroof of our 2015 Mercedes Benz CLA 250 and shattered the whole glass, my daughter and wife were in the car with my wife driving. They described the sound as if a gunshot. There were pieces of glass shattered all over the interior some of the glass hitting my wife and daughter in the face, they immediately pulled over to evaluate the situation. She had SAPD meet her at a gas station as she thought someone has shot at the glass, but officer confirmed that indeed there was proof on the right corner of the panoramic sunroof had an area where something hit it and caused the glass to shatter. On May 23rd my, my wife took the car to the Mercedes Benz Boerne Service Department located at 31445 I-10, Boerne, TX 78006. She spoke with the Service Manager or Director Mr. Kevin Boles, she explained the situation and wanted to know if filing a claim would be faster or have the car fixed on a cash option. His response was she was “well you out of luck either way, if you file with Progressive insurance, we would not be able to fix because Progressive only pays $50.00 labor cost per hour and our labor cost is about $150.00 per hour” so my wife asked what about if we pay cash? He stated it would be around $3,000 dollars. She asked for a detailed breakdown, and we would pay cash and settle with our insurance later, but we need a drivable car at this time. His attitude was very rude, interrupting her several times, very condescending and unprofessional, he stated that he would not give us an estimate anyhow because he would not be able to fix it any way and he did not have the parts available or the glass anyway. She was flabbergasted with his answer, so she asked him what we are supposed to take the car to get fixed, he stated that was not his problem and to take it to a shop that works on Mercedes. My wife left the dealership very disappointed and made several calls to European and Mercedes shop and all the stated that they could work on the car, that only Mercedes service dealerships could fix this problem due to only Mercedes has the appropriate tools to fix these types of panoramic roofs. The following week my wife decided to take the car to the local Mercedes dealership service department in San Antonio Texas located at 9600 San Pedro Ave, San Antonio, TX 78216, she spoke with a service advisor about having an estimate to fix the panoramic roof. He was wonderful, polite, and willing to help in any way, he was very apologetic about her situation due to no able to drive car daily. He gave an estimate and my wife decided to authorize the repair and pay cash. He stated that that it would be ok but did not have the parts available or the panoramic glass, that all the part were on back order until further noticed. He recommended since we have insurance, to file a claim with Progressive and directed her to their Mercedes Certified collision center called Northside Ford Collision Center and they can possibly expedite the process, but he was not guaranteeing the time, since they have to get the parts from his dealership anyway. The car is only drivable for short distances, and they can keep the car in their facility and file for a rental car with the insurance. The following week Progressive accepted claim and agreed to fix the panoramic roof and gave Northside Ford authorization to begin work."