After speaking with a salesman I was told that the car was nearly perfect and there was only one place on the car that had any scratches which was a wheel scuff. The salesman knew that I would be flying to VA to purcahse the car if we reached a deal.

I asked the salesman to throughly inspect the car for any additional scratches and to send me pictures of even the smallest scratches as I needed to know of any imperfections to make a decision before I flew to VA.

I was assured that there were no other scratches or issues with the car so I flew to VA to purcahse the car. When I arrived to pick up the car the salesman picked me up at the airport and had the car parked in an area that wasn’t very well lit. I looked over the car and did not notice any scratches other than the wheel.

I made the purchase and drove the car home. Once I got home and had the car in good light I noticed some major scratches toward the bottom of the drivers door that had been touched up. While they wern’t very noticable if the car was not in direct sunlight, they stick out like a sore thumb in sunlight.

While this was my mistake for not looking over the car more throughly, the scratches were bad enough that it was impossible for the salesman not to have noticed these scratches. He definatly lied and knowing the distance I was traveling, if he had any integerity he would have disclosed these scratches before I made the trip.

The second issue that I had with the dealership was with the business manager. There was an issue with recording the lien on the vehicle that required the business manager to get auhorization to send the title work on the vehicle directly to my lendor as opposed to sending it to me.

I purchased the car on a Friday and she assured me that she would have an answer on the following Monday and would call me. She did not call me on Monday so I began calling her on Tuesday. I had to leave her multiple messages. She finally returned my call and did not have an answer.

Over the course of the next three weeks I had to call her 12 times, some of these calls were call backs as she did not return my first call.

Once I finally received the title work on the car (3 days prior to the the deadline to to regester the car) the dealership had not signed the title transfer so I couldn’t title the car.

After calling the dealership I found out that the title clerk released the title work to the business manager without signing the title and assumed that the business manager would sign it. Apparently the business manager mailed the title work without looking at it. It seems to me that any quality dealer would have controls in place to ensure all title work that goes out is complete.

To say the least this was a horiible experience. I would suggest anyone looking for an Infiniti in the Alexandria, VA area should stay far away from this dealer.

Sales Associate
New Car Inventory	Not Rated
Finance Department
Trade In Process	Not Rated
Service Department	Not Rated
Overall Experience

By Marie May

ser•vice: Installation, maintenance, or repairs provided or guaranteed by a dealer or manufacturer.

The definition above is the one that most people – myself included– use when they think of the word “service”, especially as it relates to their beloved automobile.

Unfortunately, that does not extend to the ownership and management of Mercedes Benz of Laguna Niguel.

I purchased an S500 from Mercedes Benz of Laguna Niguel in 2006, and have faithfully utilized their service department for all of our scheduled, and non-scheduled, maintenance needs.

Recently the “SRS” light on my S500 was on, and I dutifully took my car in to have the problem fixed at Mercedes Benz of Laguna Niguel. The next day I was told the problem was solved, however as I drove off the lot the light came back on and they asked me to again leave the car in their service bay.

Imagine my surprise and horror when, two days later, I received a call from the dealership explaining that my S500 had fallen off the service hydraulic lift (an 8-foot drop), and my car was totaled. Employees at Mercedes Benz Laguna Niguel confirmed that when my car fell, the impact shook the ground so much it was felt in the showroom.

Although this accident happened on Wednesday, I was not notified until Thursday, after the dealership contacted their insurance company and accident investigators.

When I returned to Mercedes Benz of Laguna Niguel, the car was indeed a total loss. Something went very wrong in that service bay – details that I still have not received — and through no involvement or fault of ours, our family was now without a car that we truly enjoyed.

I have accepted my insurance companies total loss settlement. What I haven’t accepted, and thought the citizens of Laguna Niguel and the surrounding communities might find interesting, is that the dealership continues to refuse to explain why the car was on the lift in the first place, what happened to cause it to fall off the lift, and why our family was not notified sooner.

In addition, they failed to meet our expectations regarding a fair-value replacement and were profoundly lacking in customer care.

I was a Mercedes Benz owner for 12 years and always had service performed at Mercedes dealerships. I purchased the S500 at Mercedes Benz Laguna Niguel, paid for it in full and had every service performed at that dealership.

After this experience, I an now the proud owner of a 750li BMW, and wanted to alert other customers in Laguna Beach about what might happen if they take their beloved automobile in for “service” at Mercedes Benz of Laguna Niguel.

Sales Associate
New Car Inventory
Finance Department
Trade In Process
Service Department
Overall Experience

Probably the worst service experience I have ever had. Spoke to the manager and he was yelling at me and saying that said certain things to the Rep, that were never said. Things that I asked to be addressed, were never addressed.

Also, when they took off my dashboard panel to replace the TCM (which they said would 99% fix my problem), they disconnected my trunk release…when I asked why my trunk wasn;t working, they told me, “It’s not our problem, the switch probably went.” I pulled off the cover and behold, the switch had been disconnected, but they wanted to charge me to look into it.