Mike Lawson, Service Manager
First, let's start with this: Parkhill Imports' Rating on Autodealerbase.com Yelp Review Here's our story: We were charged $220 (two hours) for a visit where mechanic interacted with vehicle for maybe 10 minutes and failed to solve the problem which led to the visit. Apparently fraudulent invoice from Parkhill Just a few minutes before dropping Sprinter at Parkhill Imports, we checked the DEF tank and added about a quart to top it off: Checking DEF before heading to Parkhill Imports Then we took it to Parkhill Imports. Here's a video of the entire visit: Video of Parkhill Imports Rip-Off Note that the hillbilly mechanic spends no more than about 10 minutes on the vehicle. Visit should have been covered by warranty, but we were billed two hours @ $110/hr. The DEF tank holds 4-5 gallons of DEF. The low DEF alarm was on with the DEF down one quart. In other words, the DEF tank had more than 4 gallons in it when the low DEF alarm was on. We know this because the DEF tank would only accept about 1 quart of DEF 3 miles before Parkhill Imports received the vehicle. In spite of overwhelming evidence to the contrary, Mike Lawson at Parkhill imports foolishly insisted that we had run the tank dry, which we most certainly had not. Foolish Mike went on to claim that the remaining-starts countdown (shows up on the dashboard) had been initiated during a previous trip. But neither our driver nor our in-house mechanic observed the remaining- starts countdown on the dashboard. Mike Lawson was clearly lying to support his illogical, unsupported claims. There is a discussion of this situation on Sprinter-Forum.com: Sprinter-Forum DEF discussion We're pretty sure we'll get another false alarm soon since they did nothing to resolve the underlying problem of a bad sensor or similar. We also contacted Mercedes customer support regarding this matter. They promised to get back to us same-day. We weren't too surprised when they didn't. How does a premium brand get away with absolutely horrible customer service? Call Log from 6/2/15 I talked to Mike Lawson at Sullivan Parkhill several times today, as follows (paraphrased): 10:21 AM: Called to see if they would S-P would like to refund the credit card before we reverse the charge ourselves. Lawson stated that they were not going to do anything on their end. 11:09 AM: Called to confirm that we would be reversing the credit card charge, and that S-P did not want to refund the charges. 11:45 AM: Lawson calls back and leaves a very partial message, containing absolutely no information other than his name. 2:17 PM: Called Lawson, left message. 2:29 PM: Lawson returns phone call. I inquired about the hourly charge for the technicians work, and told him the amount of our bill, wondering how our bill could have been so high considering the work done on the vehicle was minimal. Lawson claimed to not know the service charge per hour, and would not give me a breakdown of the charges on the invoice, rather informing me that I had the invoice to look at. 2:46 PM: Called and spoke to receptionist in the Mercedes service center and was informed that the technicians charge $110 per hour for labor. If you're looking for Mercedes Service, Parkhill Imports shouldn't even cross your mind. Go somewhere else! Update 6/3/15 A mere 150 miles after Parkhill reset false alarms rather than fixing the cause of the false alarms, Sprinter is displaying check engine light. We've taken it to the competent folks at Stoops Freightliner. Based on prior experience, we expect to have it back tomorrow or the next day, with problems properly diagnosed and corrected. Update 6/4/15 Received a phone message from the hillbilly prick who owns Sullivan-Parkhill: ""Mike P*****, this is David Parkhill calling, as long as there is bullshit on the internet about Sullivan Parkhill, we will not sell you parts or provide any service on your fleet of vehicles. That's your answer. Have a good day." Dave Parkhill is third generation Parkhill child, if I recall correctly. Not sure why he doesn't understand that he's already been terminated. We would only consider using them again if he corrects the problems described above. Escalating them doesn't really help his cause. Here is the voicemail. David Parkhill It has been edited to remove our employee's last name. Apparently, anyone who criticises this guy's dealership online will be refused service? I wonder where MBUSA stands on this matter. Update 6/4/15 Afternoon We just heard from the good dealer - Stoops Freightliner in Indianapolis. Here's what they said: "this unit is done we had to relearn the DEF system it was full and only reading 1/4 tank. It is done and ready to go. This will be warranty." The way I'm reading that is the DEF level sensor was calibrated incorrectly. When tank is at 3/4 full, Sprinter thinks it's empty. A good dealer doesn't reset an alarm and declare the problem fixed. A good dealer asks what caused the problem in the first place, rolls his sleeves up, and doesn't give up until the source of the problem has been found. Stoops is a good dealer.
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