I brought my 2023 Mercedes C300 in for a Service A and unfortunately had a very disappointing experience. While my vehicle was being serviced، an employee came to the waiting area and told me they were "almost done" and were working on my driver's door because it occasionally gets stuck. At no point was I told there would be an additional charge for this work، nor was I asked to approve any repairs. When I received my invoice، I noticed an extra $207 charge had been added to my bill without my authorization. I explained that I never agreed to the repair and that if I had known the cost، I would have simply taken the vehicle back to the Mercedes dealership since the issue is covered under my warranty. After discussing it with management، I was asked if I would be willing to pay half of the charge. I declined because I had never authorized the work in the first place. The charge was eventually removed، but the way the situation was handled was very unprofessional. What was most disappointing was the customer service afterward. Instead of acknowledging the miscommunication or apologizing for the lack of authorization، I was met with a dismissive attitude. I was told، "nothing is free،" despite the fact that my concern was never about paying for a repair—it was about being charged for work I never approved. When I explained that the miscommunication occurred on their end، the employee rolled her eyes، responded with "I don't know،" and continued to speak to me in a rude and confrontational manner. When I stated that I would be leaving a review based on my experience، she replied، "I'm not worried،" and added that they would charge me next time. That level of unprofessionalism and lack of accountability is unacceptable، especially from a business that services luxury vehicles. Customers should be clearly informed of any additional costs and asked for approval before any work is performed. While the unauthorized charge was ultimately removed، the dismissive attitude and poor customer service ensured that I will not be returning. Along with all of that they left oil stains on my door!
