Carlton Motorcars, Inc.

No matter how good the buying experience is…you must continue to deal with a horrible service department. No loaner offered no matter what the sales department promises you. Also, picked my car up from the front lot and it looked like this. See photos. Grease on seat and console under plastic, plastic still in seat, paper mat on floor and service tag still in windshield. So…YOU (not the people servicing your car) must clean your car after service before driving home. Plus, no courtesy wash offered EVER!

Easiest car buying experience ever, the staff was beyond professional and helpful, Chad Grosset was awesome. Even though it was a used Audi, they still treated us like it was a new Mercedes. This place is the hood standard for what a dealership should be. When it comes time to buy another vehicle, Carlton Motors will be my first stop.

Thank you for the excellent service that I received during the order and purchase of my 2023 EQB. This car is perfect for me. Each person that I had contact was courteous, kind and professional. Again, thank you for your service. I look forward to my yearly car service and continued conversations as needed. It was by far the best experience that I have had with a car dealership.

I wasn't going to leave a review but after seeing yet another Facebook post about how they do.not want to deal with Carlton service dept. Made me do it! I have owned Mercedes for the last 15yrs of which I have bought a couple from Carlton. I recently had a light come on my dash booked an appointment which btw I waited two wks for only to get there to be told well we may be able to plug it in to the machine in a few days or maybe a week. Can you.rent a car! Ok I rent a car keep it two days and they still were unsure of when they could plug it in..I picked my car back up because by the end of.the week I would have paid out more than enough for rental. Get there and they say yea when.the light pops back on come by we can check right then. literally I can be checked right away if I just show up 🤷🏻‍♀️ but not with an appointment? Let's not mention I bought this car brand new there and baby it to death yet the turbo is out a 5-6000.00 repair which he was quick to tel me that. Its probably never been over 60mph much less turbo blown. Needless to say I searched and spoke with so many people and not one person wants to touch it so I'm no longer an owner of Mercedes. Sad day for me because I love them but if this is the service you get I want no part in giving my money to.them anymore. Went to a new dealership and they give loaners for.the life of your car as long as you own it. Acura next door treated me right!

Recently I called to get a quote for some services on my car and was snubbed because my car is over ten years old. I was told they start cutting their customers off around the ten year old vehicle mark especially for repairs. This response was completely unprovoked, all I asked was that I get a quote. I wasn’t even offered a quote. I guess they knew who I was and they knew they couldn’t fix my car the last time I came in so they didn’t want me there. I have had my car in for service here many times, and every time there is always an issue with something. I am not an unkind customer, but I guess since I don’t have a new lease vehicle to bring in for service I’m treated lesser. Or maybe you guys only know how to do lease vehicle work like oil changes and filters, the basics. I guess if you’re getting basic work done to your car you might be oblivious to how bad this place is actually ran. Last time I brought my car in I was told they did a “diagnosis” of my complaint which was the car had a lack of power. I was turned away then and had to foot a $200 diagnostic charge for nothing. I should not have tried to even call again recently. Took my car to a different shop and the issue was fixed within two days with oem parts for half the cost and better expertise. The only reason I even considered coming back is because Carlton is right near my house and the other shop is 30 minutes away and I just needed brake fluid flushed and a few other items. These guys had my car for a week and couldn’t fix it and charged the dealer premium to top it off. Don’t let these amateur technicians tell you anything. Also I checked my dash cam after service and I don’t appreciate your techs badmouthing me to other techs because you thought my car didn’t have any real issues and I was just complaining. Another person on here left a review with the exact same experience after checking his dash cam. Two customers in a row, you guys are on a roll!

Initially I encountered an unsatisfactory customer service experience and was provided incorrect information. However, after posted my original review here with a 1 star rating within one hour the service manager of this location reached out to offer his apologies, correct information and preliminary thoughts of what may be the issue with my vehicle. I really did appreciate him reaching out. I'm not sure if he reached out out of sincerity or if the dealership prompted him to reach out because they received notification of my first review. Either way I felt that this gentleman was genuine in his kindness and I was pleased with our conversation. Please note that at this time I informed him that I was on my way to take my vehicle to another business for diagnostic and repairs. The following day I received a voicemail from said gentleman stating that that I was invited to bring my vehicle in for a scan to diagnose and a conversation about repairs that may be needed. However, my vehicle is currently being serviced at another local service provider. Final update: After my repair was completed elsewhere I developed some concerns in regard to the idling of my vehicle. Although I did address these concerns with the business that completed my repairs/service I still remained unsettled. The service manager of Mercedes of Laurens Road kindly responded to my review prior to this update. Again he continued to extend a warm invitation to assist me if needed. With this being said I decided to reach out for support. I will summarize this with stating that Douglas made the entire difference in my experience with this dealership. We met at the dealership. He then accessed my vehicle, offered his expertise in regard to what I was experiencing, demonstrated and explained features of my vehicle and more. Douglas single-handedly raised my experience from a 1, to a 3 to the finale of a 5 stars. Kudos to him for being an amazing human and service manager. I was not asked to increase my rating to 5 stars. I volunteered!