Went to Ray Catena in edison for the first time. Friendly staff, courteous and great waiting area. Had my power steering seals replaced and going there again soon for another work. However, i feel they have a lot of room for improvement. I'm comparing them with Acura dealers because thats the other car i own and something i could benchmark with (in short i've had better service experience with Acura Dealers)
Here's where Ray Catena lacked:
1) Lack of communication on the timing of the repair.
I wasn't told how long the repair would take even tho i knew it wasn't a big job. Plus i saw my car standing at one of their service station for 45mins with no one attending, until i reached out.
2) No courtesy call from service to let me know if my car was ready.
After 2 hours of wait for a 30min job, i decided to have my wife pick me up and run some errands. I told them i'm stepping out and that i would be back later. Anyway, 2 hours later i didn't get a call from them so i decided to call to check if the car was ready...and it was. With Acura (located in Princeton), they call you back letting you know if your car is ready. Plus, they give you upfront expectation as to how long the repair would take (if any).
3) No loaner car if you didn't buy the car from them.
I haven't had that problem with any acura dealer. It doesn't matter if you bought the car elsewhere, they'll loan you if you keep the car overnight (even if its oil change and you want to keep the car overnight).
4) Lack of communication/coordination between the person who takes your appoitment over the phone and the service advisor. (PM me for more info on that).
Anyhow, the people working there were great and friendly. Few minor improvements and i think they'll be up to par with Acura :P
P.S This is my first MB and my expectations were higher.But i feel if they just keep up with the Japanese dealers....i'd be happy then too.