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July 2024 by Travis Ryan
Purchased a 2015 VW Golf SportWagen TDI used in February 2020 with ~30k miles on the odometer (not from Romano). Car was originally registered in Texas according to VIN records. In late 2021 I noted corrosion appearing around the front passenger door handle. I became aware that VW offered a 12 Year, Unlimited Mileage, Limited Warranty for corrosion and contacted Romano Volkswagen to see if this corrosion qualified. I brought the car in and they took pictures and in the process also identified signs of corrosion on the rear driver side and rear passenger side doors (same general location). The warranty claim was approved and I brought the car in for repairs in early 2022. Romano Volkswagen uses the neighboring Romano Mercedes as their body repair shop. The repair was completed in a timely manner, and in general I was satisfied with the experience, despite the paint color match being less than perfect. Approximately 6 months later in September of 2022, I noted that the paint was starting to bubble on the front passenger side door and then reported the corrosion to Romano Volkswagen/Mercedes in November of 2022. Romano VW/Mercedes agreed to repair the corrosion due to the fact that it appeared <1 year after they had repaired the exact same area of the door. After dropping the car off to Romano for repair I was informed that “…I should let you know that this is the last time we can fix the corrosion on the door. VW paid the first time, & Romano Mercedes is picking up the tab this time as a “Good will” jesture. But do to the fact of the heavy corrosion, we cannot fix it a 3rd time. If it comes through again, you will have to replace the door.” That seemed like an odd response given they did not inform me that the corrosion was in an advanced state when performing the original repair, so to me it seemed like they did not repair it correctly the first time and were looking to remove themselves from any future warranty claim. Within 2 weeks of receiving the car back I noted that the paint was already bubbling on the newly repaired door. Romano VW/Mercedes claimed they were working on a “supplement” to replace the door directly with VW. I continued to ping them with limited information being provided and then also notified them that corrosion was appearing on the rear driver side door in June of 2023 and then notified them that corrosion was appearing on the rear passenger side door in September of 2023 at which point they stopped responding to my emails. I tried reaching out to Volkswagen with limited success and was referred back to a “local authorized Volkswagen dealer”. I am working on getting a claim submitted through Burdick Volkswagen, but wait times for these types of claims are exceedingly long. The corrosion has advanced significantly with rust stains bleeding through the paint and becoming an eyesore, as well as appearing under both the sideview mirrors on the front doors. Car has been great otherwise and service appointments at Romano VW have been relatively pain free, but this experience with honoring what I believe to be a valid warranty claim and Romano Mercedes unwillingness to stand behind their work has been disappointing.
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July 2023 by John T.
When looking for a new car, the sales department was phenomenal. Absolutely not pushy, I knew the car I wanted and they made it work. Now the service department was a cut above the rest, quick turn around, polite, reasonable (for a Merc) and a wonderful team to work with. I would recommend this dealer to anyone in the "upstate" area. I will continue to purchase my vehicles and utilize all services offered by Romano Mercedes. Remember, this dealer is busy for a reason, they are good.
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July 2023 by Mike L.
Three years after buying a car with a dashboard that couldn't stay lit and three blown motors later, I finally got a dealership in Rochester to take pity on the pos I got from this place. All I want back is the balance of the extended warranty I paid for. 3 calls and emails and even the gm can't reply about being ignored for almost two weeks.
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June 2023 by Ken C.
I am a customer of Mercedes Benz of Syracuse. Stopped in to look at a 2020 CPO C300, Mojave Silver, low mileage. From a distance it looked great. A closer review revealed scratches and a ding on the passenger door. The salesman shared with me the scratches could be buffed out and the ding touched up. In addition, while test driving the car vibrated. Reason? New tires that maybe needed to be balanced. Disappointing visit.
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May 2023 by Living In L.
I would try to get to the rochester mercedes if you can. I know it is an hour away but the customer service at the Syracuse location is actually pathetic, have been driving the extra hour to rochester the past few times and its been much better and quicker service.
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May 2023 by Saad A.
They never call back. Keep your car for repairs for a month and do not give you a loaner. Stay away from Syracuse NY mercedes benz. You will be repulsed by the brand after this experience. I bought my car in Boston when I worked there and that dealership is like. Ten star compared to this joke. I will never buy my next car from here. Albany or Rochester is the way.
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August 2022 by Michael K.
I purchased a GLE 580 three weeks ago from Mercedes' Benz of Syracuse. Upon picking up the vehicle the Salesman Mark Davis told us that he had the spare keys and the owners manual earlier in the day and could not find them. He promised to send them via FedEx the next day.We left with our purchase and waited over a week with no response. I texted Mark who was very responsive up until the purchase and got the response that he was very busy and thanks for reminding him, he would get right on it.Another week goes by and I text him again. This time he ghosts me. I try one last time reminding him if I don't get a response I am going to have to reach out to a manager for help. Again ghosted.Next up I call for the General manager and he is on vacation. I then ask if they have a sales manager and they put me through. I explain the situation and also let him know I'm still waiting for a response on snow tires for the vehicle as well. About 2 hours later he calls back to let me know the info on the snows and needs to research where the keys are.Today is one week later. No keys, no manual and very irritated. The back story is that I waited my whole career to make this purchase and was so very excited.Today I wish I could roll back time and just simply have purchased from a dealer who stands by their word.If you choose to do business there do it carefully and don't leave the building with them owing you anything. Integrity is doing the right thing when no one is watching. What do you call a dealership who does nothing when you are watching??
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March 2022 by Lamis N.
Overall I'm happy with the service here. They try to get you in asap. When I went inside I got seen quickly. The staff is really nice and welcoming. I lease my car from here and I live one hour away, they always send me a loaner car and it's quick and convenient. I would say that they are pretty busy and you would have to book a month in advance for any of their services unless it's an emergency. So one time I hit a deer and the bumper was in a bad shape, they took the car right away and started working on it. I received a loaner car. They replaced the computer for my right signal it took them 3 weeks.When we first got the lease they gave us various options when it came to the price and worked with our price range. I'm pretty happy with the service especially the manager there was really nice.
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December 2021 by Marshal B.
I would give zero stars at this point. I initiated a purchase of a New Mercedes Sprinter on Aug 23 2021 with Mercedes of Syracuse. Goran Girazov (Salesperson) and Joe Valentine (Finance Manager) were my points of contact. The first few days of putting this deal together seemed fine. Because I live so far away there were a lot of phone calls and emails to begin. We completed the digital part and the dealership said they needed to mail me something that needed to be signed by me and then notarized. They said it was important this happened quickly. I let them know I was currently on vacation in Napa and would only be at the hotel for 1 more day and if they could overnight the docs I'd get them signed and returned. They said "No problem, we do this all the time." Three days, $1,500 in extra hotel rooms later the documents arrived. We eventually completed the purchase on 08/26/2021. Because we live out of state Mercedes of Syracuse wouldn't release the vehicle for almost 2 weeks. We finally pick up the vehicle with a 30 day temporary registration and another promise of how great their registration agent is ( this is so the car could be registered in our home state of NV). This service requires that the dealership collect sales tax and registration from us. Mercedes indicated we'd receive the plates in about 30 days maybe less. After 80+ days of waiting and many conversations with Mercedes we made the decision to pay the sales tax and registration a second time and then asked for it back from Mercedes. That registration and request of repayment happened 15 days ago. Mercedes is still refusing to pay until they get some sort of confirmation from their registration agent. When will that happen? They don't know or don't care. Mercedes Benz of Syracuse is full of poor communicators, who improperly set expectations and worst of all they don't seem to care about their customers. This is an honest review. Please don't buy or sell with this dealership.
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August 2021 by Edgar M.
This absolutely the worst experience I've ever encountered at a dealership. I've purchased from dealerships in different states and this is by far the saddest dealership. The salesperson has absolutely no value in his word. They will tell you you have a deal that they will run your card for deposit and will email you days later unapologetically to tell you "the boss" has changed his mind and your car is no longer available. I'm assuming my salesperson used to be a white shiny shoe wearing used salesman that slaps the roof and holds no accountability for his promises. I can't imagine a person with less character and ethics. I'm sure matilda's dad will provide a more pleasant experience with more honesty. We purchased a vehicle elsewhere and are truly happy we didn't give these people our money. Please take your money elsewhere, somewhere where you will be respected.
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July 2021 by Bradley Burke
Had my wife's car for 3 weeks and
Didn't do a thing to it, sat in the parking lot, what kind of business is that !
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May 2021 by Laura C.
I had a terrible experience with MB of Syracuse.1. My car took almost four weeks to fix. Towed in on 1/31, it was returned to me on 2/19.2. I was not offered a loaner car until the dealership had the car for over two weeks. That was two weeks I was inconvenienced with no car.3. The dealership did not always return my calls and when they did they were inconsistent about when my car would even be looked at let alone when it would be repaired and returned to me. It took over a week for someone to even run diagnostics. I was told various times that the shop foreman was the only one who could diagnose and work on my car, that he was out, that I was next in line, that the weather made it so he could not come to work, etc etc.Typically I take my car to a local mechanic to be worked on. In this instance it needed to be serviced by a dealer as it was a computer and wiring issue. This was my first experience with the Syracuse dealership and it will certainly be the last. Next time my car needs to be serviced by a dealer I will be going to Albany. I will never buy a Mercedes again.
