I took my 2011 ML350 into Foreign Autohaus with 2 issues, a “clunking” noise on heavy acceleration and intermittent issues with the key turning on. The service advisor got back to me at the end of the day to tell me they hadn’t spent much time on the car but the problem is the CV axle and will need to be replaced. I asked if he was sure it was not the differential or transfer case. He seemed to get defensive stating he had been around cars for a very long time and that is definitely an axle noise. He called me the next day to advise me the problem was the transfer case. He expressed that this would be an expensive repair and should consider that as the car is older and has 185k miles. The recommended repair was to change out the transfer case. The estimate was over $6000. The transfer case itself was $4600 (the Mercedes MSRP). While that is expensive, it didn’t surprise me. What did surprise me were the other quote for some other parts to complete the repair. The root of the problem is a stretched drive chain in the transfer case, which the tech noted. The part is $100 for a Borg Warner replacement. This type of repair is more for DIY people who understand the risk of repairing an internal component. It would be good if there were options other than what Mercedes charges. For instance a rebuilt transfer case in my case. When Rafael saw my initial review, he called me to better understand my concerns and perspective. It really showed me he is a conscientious business owner and wants to take care of his customers. I also learned he will work with me on repair options. This is important on an older vehicle when it’s ending its utility. I will certainly give Foreign Autohaus another opportunity in the near future. The ignition key problem was never investigated.
Dear Valued Customer, We sincerely apologize for the frustration you experienced with your recent service at Foreign Autohaus. We take all feedback seriously and appreciate you bringing these concerns to our attention. While we understand your perspective on the repair process, we must clarify that we strictly adhere to manufacturer guidelines for all repairs. Transfer cases, in particular, are complex components that typically require replacement as a complete unit to ensure reliability and warranty compliance. However, we recognize the importance of transparent communication. We'd like to offer you a complimentary oil service and inspection to address any lingering concerns, especially regarding the ignition key issue. Your satisfaction is our priority. Please contact us to discuss how we can make this right and restore your trust in our services. Sincerely, The Foreign Autohaus Team
- Foreign Autohaus