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Mr. Scott Mertens, for you to take time from being CEO of Manitowoc Tool and Machine to write this, tells me you must be passionate about it. I am sorry you feel this way. Apparently, we failed having you understand our recommendations before we sent you to the Mercedes dealer. As you know, this 2014 Mercedes S550 4Matic is a premium car and is unique requiring parts and procedures not found in most cars. From the beginning, we made it clear it would cost $200 to diagnose your concerns and we had you sign for this amount on the repair order before we started. We first did tests for an auxiliary battery warning light concern and recommend a new auxiliary battery. 99% of cars don’t have this type of battery and is unique to Mercedes. The part and required software programming was most cost effective if performed at a Mercedes dealer, so we advised you to go there. Your second concern was a noise complaint which we diagnosed would likely be rectified by performing published service bulletins by Mercedes. One bulletin advised installing or removing special suspension shims and the other bulletin pertained to the struts and related parts. Again, we recommended going to the Mercedes dealer for this repair since these parts are sold only by them and would be most cost effective. We never made any estimates since we advised the dealer for repair. We even supplied you with the Mercedes bulletins to take to the dealer, so it could be repaired quickly. The $1500 was a guess we verbally made if shims did not cure the noise and if the struts needed service. I am sorry for putting any number in your mind, though I think you asked, “what it could cost”. I know you were not happy we charged $200 for the tests to diagnose the concerns though remember our diagnoses was 100% accurate. Test to determine causes take time and a qualified individual armed with knowledge. This must be at a cost, and we gave you a great deal for four hours of our time to do these tests. When I took your phone call, I said I was happy our diagnoses were correct, I was glad your problems were resolved, and listened while you told me how inexpensive the repairs were at the dealer and how disappointed you were we charged you $200 for the tests. I tried to explain our side, and you were not listening. I suspect the dealer was also aware you may be ready to trade in for another $125,000 Mercedes and buried some of the cost to make you feel good about coming back. Sorry for your disappointment in us and am happy your problems are resolved.

Sincerely, Greg Satori

Satori's Auto Service commented on 12/19/2017