Anonymous
map-marker Portland, Oregon

Poor service!!!

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Took my car in for alignment and over a week still not fixed??? Said wrong parts were shipped??? Three times tried to find out and terrible communication!!! Management change and it is much worse. Ive been a Mercedes
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User's recommendation: Do t use!!!

Kim A Ktv

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Verified Reviewer
| map-marker Atlanta, Georgia

Need adhesive for GLC300 body repair

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Mercedes Benz - Need adhesive for GLC300 body repair
I was involved in a car accident 8 weeks ago. Not my fault. Significant damage. All the parts to do the repair are in. Except for the adhesive to put back on a panel. Mercedes has no idea when they will send the adhesive. Could take up to 6 months to a year. Car rental runs 900 a month for a Kia. They obviously have plenty of adhesive to put together new cars. Cant send a lousy tube to fix the car.Your a customer till the deal is done. Then your nothing.
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Loss:
$10000
Cons:
  • Horrible customer service

Preferred solution: A tube of adhesive

User's recommendation: Not buy a mercedes

Isolde Rsa
map-marker Chihuahua City, Chihuahua

Extended Warranty

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Updated by user Sep 26, 2023

I gave up. The manager I spoke with didn’t care.I wouldn’t recommend Mercedes to anyone. Extremely disappointed!

Original review Aug 27, 2023
Called dealership many times no call back prior to expiring manufacture warranty. Also needed B service maintenance. Dealership in Oakland CA never called me back. Called customer service corporate in Georgia to address my issue. Spoke to a supervisor poor service and even mentioned he was the head of customer service and he had no one above him to solve my issue. Ridiculous! Spent lots of $ with Mercedes never again will I purchase Mercedes.
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User's recommendation: They’re better véhicule out there and service. And less expensive

Anonymous
map-marker Hemet, California

VERY DISSATISFIED CUSTOMER

Why can't Mercedes Benz offer a solution to my problem. I need a key FOB replacement for my 2005 ML 350 and no authorized dealer can give me a clue on who does replacement. I can't believe a big huge corporation cannot offer assistance for a spare part for their product? I have also been on hold on the corporate customer service line for the past hour. Is this really the best customer service you can offer? Can't see why I should ever buy a Mercedes Benz vehicle with this kind of horrible experience consumers have to go through.
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Anonymous
map-marker San Jose, California

Terrible service

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Call for help and received none. I would not recommend them at all for anything. They were non responsible for help at all!!!
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User's recommendation: Don’t use them

Izzac Fsb
map-marker New York, New York

Financial services do not operate honestly

I wanted to refinance my car as my lease is up. My credit application was sent to the wrong address and e-mail. I called I never received it. They wrote down correct address. I never received email or regular mail with application within a few days. I called. I spoke to originally person, Ricky Rivera. He told me it was sent out Friday. I called the following week as I did not receive the application. Then Steve told me it went out Tuesday. Today is Friday and I spoke with Tanansha and she said it
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User's recommendation: Use different. financial services once u get your loan. They have no email

Anonymous
map-marker Charlotte, North Carolina

Charge me few vehicle was it 3/4 I bring it back at 3/4 dealer charge me $18 extra

overcharge me for fuel that I did not use dealership and not honest request their supervisor call me why my credit card was charged almost $18. A fuel that I did not used.
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User's recommendation: don’t overcharge the customer I’m fuel

MC H

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Verified Reviewer

Check engine light is on at 91,000.

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We are very disappointed about having a GLC 300 ****. Its at 91,500m.

The check engine light just went on. Theres no power or boost when pressing the accelerator. We took the vehicle to an authorized Mercedes repair shop and they said an error code led them to diagnosing a bad turbo waste gate (vacuum solenoid) which they said is internal to the turbo and cannot be replaced or repaired without replacing the entire turbo with a new one. The total repair plus tuning the new turbo will cost a crazy staggering amount of approximately $7000!

We bet JP cars wont have this kind of problem at this mileage.

Comparing with Japanese cars, MB seams a trash.

Wed like to know, for this model at this mileage, if the problem were having is common.

The garage people told us that the maker redesigned the turbo to avoid what we were facing. Sounds like the old turbo was a factory defect.

And there was NO recall in it!!! This is BAD!

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Loss:
$6800

Preferred solution: Refund the price we paid the garage to fix the turbo.

ayse g Vlb
map-marker Riviera Beach, Florida

Being ripped off for servicing and being lied upon it

I brought my new car because my car was switching from drive to park while I was driving.so since the car was under used car insurance they said they will fix the problem . The sales person asked me if I was the car serviced and I said how much would it be and he said only 450 dollars and when I went to pick up the car the bill was 950 dollars. Shame on them to take advantage of people.
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Loss:
$950
Pros:
  • No pros
Cons:
  • Lie all he time

Preferred solution: Price reduction

User's recommendation: do not go to Mercedes Benz for you car issues

marita a Air

My brand new care broke down its been 47 days and still not fixed

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c43 amg been in services in Mercedes Benz of Beverly Hills for 47 days not repaired horrible service
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Loss:
$4000

Preferred solution: Full refund

Ahmad K Xar

Complaining

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Complain about my warranty and he never return my call. I called him two hour ago. I told me wait. Im just waiting for my call to say I have warranty or not. I will call him three time. He said he dont need the computer yet, but I have to wait all day for them.
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Preferred solution: I have warranty on my van and they call me cost me $10,000 for a brick

Craig P Hja

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Verified Reviewer

Why did smart benz tell me my call is to old and they will not work on my car

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They told me after 2.5 years they don't work on Benz cars 15 years or more it took them 2.5 years to tell me that
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Cons:
  • Leave the usa

Preferred solution: Do work on my 1999 slk 230 kumbuster

User's recommendation: Do not buy them

Russ H Fyc

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Verified Reviewer

Tele aid system

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Original review May 08, 2023
Cant get rid of Teleaid SOS prompt Tried MB Customer care to no avail. Dealer cant help me because car is a 2005 S500 which is 18 years old but in showroom condition, and the Teleaid system is now defunct. Who can help getting the prompt off my dashboard or disable system as it not functioning anyway. In addition, MB lost a lawsuit in 2008 on this issue. I should be reimbursed the $650 or more that was offered to owners to live with this prompt.
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Preferred solution: Issue fixed.

Rich R Sys

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Verified Reviewer

The worst customer service since the cave man days

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545 Centavo

Redding, CA 96003

530-953-****

530-953-****

Hello.

My name is X and I'm a retired customer service VP that worked for a Fortune 25 company. I desperately need your help as I'm asking you to investigate the unbelievable number of unreturned calls and lack of information/updates/confusion/vehicle resolution requirements shared by both your service associate and site manager (Literally hundreds).

I am at my wits end and no longer know how to resolve this issue. To manage the length of this email, I'll try to offer high level information and I'm willing to share in depth details if you need them.

In 2021 I was living in California. I have several Benz's, but this issue is in reference to my 2007 Mercedes Benz s600. This car was sitting in my driveway unused as it leaked radiator fluid, the battery would not hold a charge, it needed some minor cosmetic fixes and I have another daily driver car.

My father came to town to visit and told me how much he liked the car and I offered to get it fixed up and give it to him as a gift. I paid a gentleman to tow the car to your Sacramento Mercedes Benz dealership at 1818 Howe Street. It was there that I met one of your service associates named Jason. Please note, before dropping my car off at your dealership, mechanically it ran perfectly.

I was only serviced prior at Benz dealerships as I would not let anyone other than a certified Benz professional touch any of my cars. The only issue that added to the "things to fix"list was when the vehicle was being transported, the gentleman let the car slip off of the loading ramp ((6-12 inches) and the side of the ramp and punctured the oil reservoir,

I'll now detail what has happened at a high level:

~5/20/21 - Had my 2007 s600 dropped off for a service quote

~5/21/21 - Jason provided me with a quote to have all issues fixed. I approved of having the work done

~6/23/21 - Jason provided me with a new quote. I approved to have the work done

~7/5/21 - Jason let me know the parts were installed, but the car was misfiring and he needed time to find the cause of the issue.

I agreed

~7/X/21 - I notified Jason that my mother, who lives in Chicago, suffered a stroke and that I would not be able to deal with the car until I got things with my mother stabilized. This required that I move to Chicago.

~Over the next several months, Jason contacted me twice and asked me if I wanted to sell the car. I declined as I told him I still needed to get it fixed, but needed some time to tend to my mother

~7/20/22 - I contacted Jason and let him know I was ready to pay and pick up the car. Jason contacted me about what was owed (Approximately $5,000).

I told him I would make 2 payments on specific dates over the next few weeks, which I did as promised.

~7/X/22 - I placed numerous calls that were unreturned to find out when I could pick up my car.

~7/28/22 - Jason contacted me and said the car was still misfiring. Offered another quote for approximately $5,000. I asked if I paid this amount, would the issue be resolved and he stated he did not know. I approved of having the work done.

~7/29/22 - Jason let me know the parts were ordered.

~7/X/22 - I placed numerous calls that were unreturned to find out when I could pick up my car.

~8/X/22 - I placed numerous calls that were unreturned to find out when I could pick up my car.

I escalated to customer service leadership and even they voiced frustration after numerous unsuccessful attempts to reach them and/or broken promises to return my calls.

~8/16/22 - Jason contacted me to let me know the car was still misfiring. He offered me another quote for another part. This part related to a part that he said I needed in a previous conversation and I asked why wasn't this part included in the previous quote as they were related. He did not respond to me.

I sent another text stated that it seemed as though we were constantly ordering parts, yet when I asked if the part needed would resolve the issue.

~Every time I did manage to speak with him, I asked if he knew what the resolution was and he stated no. I then asked, how they knew which parts to order if they didn't know what the cause of the issue was??? Again, no response from him. It became very apparent, they did not know what the solution was to fix my car.

-8/17/22 - Jason contacted me and said the parts were ordered.

~8/X/22 - I called and spoke with Jason and let him know that my wife and son were in Sacramento and because of the extreme weather related heat, their flights were getting cancelled as they were travelling with our dog.

Desperate to get home and back to work, my wife wanted to pick up and drive the s600. I contacted Jason to let him know this and asked him if the care was road ready, again he said no.

8/18/22 - Present - I have received no updates and have called numerous times and have not received a single update. Please look at the call logs and you will be surprised at the numerous (tens if not over 100) calls I made that were not returned over the course of months???

Please advise, does my car need to be shipped to Germany to have one of your engineers fix it?

As a former leader of numerous customer service teams, never, ever in my 20+ year career history have I ever come across this level of poor customer service. It's very simple, I wanted to do a good thing for my Dad.

I took the car to your dealership to be fixed, and your service team agreed to do the work. A life challenge for me occurred and the car sat for several months. When things stabilized for me, I was told what I owed and I paid as promised. I've spent $5,000 and been asked for more money and have been told they don't know what the cause of the issue is???

I'm literally waiting for Jason to suggest that I replace every part on the car from front to back bumper, with a brand new part and maybe that will resolve the issue?

Here's what I want:

Option 1

1) What-My car fixed and ready to be picked up

2) When-Immediately

3) I want it running at a minimum at the same level as when I brought it in.

4) I will not spend another dime on my car to go on a exploration/guessing mission with Jason and your Techs

5) I would appreciate a full investigation where you determined why Jason and his manager were determined to not return my calls.

Please note the number of call back requests and the times I was ignored. I was only with me voicing my next contact being with corporate, that they returned my calls

Option 2

1) If necessary, please share the date I can arrange to have my car picked up.

2) Please provide the contact number of your attorney as I'm willing to pick up the car, as is, unfixed as it seems no one at the Sacramento site knows how to fix my car.

I respectfully await your response regarding next steps.

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Loss:
$5000
Pros:
  • Great cars
Cons:
  • No control over the situation

Preferred solution: All of the above

User's recommendation: Their cars are great. They must have low margins because they can’t seem to be able to afford adequate service support. If you have car issues, either fix it yourself or pay to ship your car to Germany to have a service engineer fix it. I also believe their company policy doesn’t allow them to make outbound phone calls.

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Steven M Knp

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Verified Reviewer
| map-marker Cherry Hill, New Jersey

Do not ever buy a Mercedes’ !!! Service is the worst my car is been in for multiple times I only put 15,000 miles on it it’s in the service shop more that I have it. They never have a loaner car for m

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Mercedes Benz - Do not ever buy a Mercedes’ !!! Service is the worst my car is been in for...
Dont ever buy a Mercedes youll be sorry Ive had mine for two years now its been in the shop more than I have been able to ride it. Service is horrible same things keep breaking down on it and Im getting no resolution from corporate. Youve been warned
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Cons:
  • 000 miles on it
  • There are no pros so far my experience just cons service is horrible and my car is in the shop constantly and i only put 15

Preferred solution: Full refund

User's recommendation: Never buy a Mercedes