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October 2023 by Nicole D.
I've been debating whether or not to leave a review, unfortunately I feel like I need to. After buying my first Mercedes and being a loyal customer at this dealership for years, it honestly saddens me to have to leave a review on the opposite side of satisfied. To start: I recently purchased a pre-owned C63s Coupe from a dealer down south since this dealer didn't have any on their lot. Which is completely understandable, they are rare cars. Especially in the specs I was looking for! After purchasing, I immediately texted Hector, my favorite salesman to date. He would always take care of me, truly one of the best! He got me in for a "pre-sale" inspection, just to make sure the car was in tip-top shape since I didn't buy it from this dealer. After taking it in with a few rattles and warranty work I wanted done, I picked it up one week after drop off. Which is great time! Unfortunately, during inspection one of the service techs punctured the back leather trim of the drivers seat when re-installing the headliner to remove the rattling noises I was concerned about. No worries though! Sal in service let me know he'd order that trim piece while also ordering the leather dash that I wanted replaced. About four months later, the dash was in. However, they forgot to order the leather back price to my drivers seat. No problem! It would be ordered and received in less than a month! Once that was delivered, I scheduled my appointment for everything to be replaced. But they didn't have any courtesy vehicles for another two weeks. Not a problem, I was busy anyway so I scheduled when they could get me one to take home. Side note: I drive two and a half hours to visit this dealer, because of their quality and customer service. After finally getting my car in, Julian called me during and after they had put the new parts in, he was really responsive and knowledgeable! He also let me know when my car was ready, which was about two weeks after I had dropped it off. Here's where it gets bad, after their first incident with my drivers seat I would hope they'd be more careful. Especially with Mercedes. I picked my car up one evening after work, plus a two hour drive. I noticed there was a poke in my center console leather trim, in the shape of a screwdriver (see attached pictures) In addition to that, when I got home I also noticed a gash on the metal trim of my steering wheel. (See picture)I also found three zip ties, and a loose clip that I would think belonged somewhere other than under my floor mat. The speaker on the dash was also bent, I'd assume this probably happened during installation of the dash. The ac trim for the rear seats was also loose and not completely snapped in. Not sure how that passed inspection. (See pictures) So, in conclusion. If you've made it this far, I'm upset and disappointed. And I hate to be, this has been my trusted dealer for years, I felt like a valued customer each time I'd visit. May I not have spent hundreds of thousands there, but I always spoke so highly of them. To add, no one has reached out to me regarding the mentioned damage. I've made several calls and have texted Julian, who took my car in initially. At this point, I don't need anyone to contact me, because In all honesty I don't think I'd take my car back for a third attempt.
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August 2023 by Rex Scatena
Convertible top would not close. I could not risk driving the car with the top sticking up so my wife dropped me off at MBM. Showed the service manager a photo and explained the situation. 2 hours later, Patrick and his colleague, both terrific mechanics, came to my house and fixed it in 5 minutes. Just INCREDIBLY GREAT service.
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August 2023 by Kevin G.
Julian Cruz is genuinely the person I now will think of when it comes to excellent customer service ! I was getting my E300 maintenances .I had a bunch of questions and concerns that Julian answered and went over with me and the best part is I didn't even need to ask him to do so ! He was very respectful, friendly and super understandable ! Man deserves good praises from MB of Monterey ! Keep it up Julian !
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July 2023 by Chen Gu
Purchased my first Mercedes here and overall experience was good.The purchasing experience was simply great. Angie as a sales is super professional and is able to get things done efficiently. The whole purchasing process was very smooth and effortless. Angie even went out her way to help on some post purchase issues.I’m giving 3 stars mainly because of Yahaira, the finance PoC. She is fairly new, which is totally fine. But her unwillingness to help is what frustrates me, especially when the fault is clearly on their side.When signing the paperwork, I realized the apt # is missing from the address. Instead of reprinting of the documents, Yahaira simply appended a change of address form. I was a little concerned that such appended form might be ignored by DMV and confirmed with her multiple times and she assured me that this was totally fine. Unsurprisingly, the change of address was neglected by DMV, and my plates and titles got failed to deliver due to insufficient address. When I called her, she simply said everything cleared on her end and I needed to talk to DMV myself. It took me 6 months and multiple DMV visits to get my title. All this hassle with DMV could have been simply avoided by reprinting the paperwork but she didn’t and she didn’t even want to help afterwards
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July 2023 by Elizabeth Morgan
Costumer service is a priority at Mercedes Benz of Monterey . Julian is very professional and always explains what services my car needs to ensure its safety !Excellent service !Sincerely Elizabeth Morgan
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July 2023 by Jason Osburn
Fantastic dealership! Did complicated recall work for us on a tight timeline since we are from out of town (don’t have a dealership where we live). They even did some extra last minute work that was needed on top of that within our time frame. Extremely friendly staff and great communication too! Highly recommend.
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July 2023 by Dave McCall
Mercedes was very accommodating and allowed us to test drive several models before making our decision. Their waiting area is the best we have ever seen. The salesman was very courteous, and friendly. My wife and I enjoyed the entire process leading up to our purchase.
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July 2023 by Fawzia Ashraf
The check in was very easy and fast. My service coordinator (Joe Campo) was very polite, helpful and knowledgeable. Sally at the rental department was very practical and helpful. A very expensive but a great experience
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July 2023 by Jason C.
I would like to thank Chris the General Sales Manager and Angie, Sales Consultant for going above and beyond in the sale of a GLE Mercedes.You have customer for life!
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July 2023 by Reina K.
I've dealt with this dealer briefly but that 20 minute or deal was enough. The extra 2nd star was only because of the actual service worker that helped bring my car around once I decided I was leaving instead of getting my car serviced. He was very nice and apologized multiple times for whatever happened. Took the time to be personable and tried to still help me and offer his services. I'm already very sad I do not have my dealer in Southern California. Least attentive higher end dealer I've encountered yet. Carmax is more attentive. BUCKLE UP! I scheduled an appointment and missed it since it slipped my mind. They said I could come drop the car off still and it'll be worked on tomorrow. I drive 10 miles there (for nothing) and when I pull in there's the tiny service reception area. No signs indicating to pull in there. Nothing. A car got towed and dropped off so it was facing the same way as the other car which is facing me. So didn't want to just pull in the wrong way. I parked and walk into the dealer and there's an empty reception desk. I stand there just looking stupid, not knowing where or what anything is. What I assume is a salesman, finally says from across the dealer, what did you need help with? I tell him and he says to pull in the bay and a service advisor will come. I do that. I get out and I collect a bag of stuff from my car. Stand outside of it for a couple minutes. Got back in and just sat there. After 7 minutes a guy comes up and asks if I have been helped. I said no. He said ok do you have an appointment. Replied yes but missed it and was told I can bring the car in srill. He said okay and walked back inside the dealer. Wait another 5 minutes. One car pulls in behind me during this. Then another after another 7 minutes. Tell me why she gets out and walks inside to the same guy and is talking for over 10 minutes. So the person who got here after two others is who is being helped??? I'm good. I'm used to the Ontario Mercedes Benz service department. Who helps you from the second you pull in. The service advisors are beyond personable, helpful and have the best hospitality. This place? Polar opposite. If I'm gonna pay for a service and get recalls fixed; I expect to feel welcomed and helped. Especially at this premium prices we pay for these premium priced vehicles. LEARN HOW TO OPERATE BETTER!
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June 2023 by Brent Fontes
I usually dread buying a car as I’ve had horrible experiences in the past. “A.D.” Adenawel was my salesman and stayed with me through the full process. I feel I got a very competitive deal on my car and didn’t even get the good cop bad cop scam that some places try. I forgot the sales managers name but he was so nice also. Yahaira in Financing was super nice and it was so easy, she didn’t push me on all the extras. I would totally recommend them and will go again to explore new cars when my lease finishes.
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June 2023 by Vanessa Howard
Great attentive staff. Provided a loaner for the day and finished my car within promised timeline. The other dealership I used to take my car to wash and clean it every annual service.Over all satisfied. Thank you.
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June 2023 by Honor Knight
My car was towed to MBZ service @ 3am due to a flat tire that happened on a weekend. So I called 1st thing on Monday just so I know my car got there & receptionist was not very reassuring by saying to call back @ 10am which I did & still not able to tell me if my car got there. She said no one from the service Dept is available to check. This gave me a lot of stress.Julian Cruz left me a voicemail by 1100 that made me feel better, knowing that my car arrived & will be taken cared of. When completed, I would have to pick it up until 530pm. He tried to get a Lyft twice but no driver was available. So I had to find my own ride by calling friends & family.The tire was replaced & was able to get my car as they were closing.
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June 2023 by Les G.
Gone were da days when shops fixed cars in time labor parts fairly. Now overcharge put car in stall parked whole day then charge you down payment for new car. An oil change took whole day to do is beyond bad work ethics and service. This place is a rip off. $200/hr and lip service. No solutions just end up billing for unnecessary parts and charge you to inspect is bull. Their waiting room is pathetic for a luxury german car place no food old fruit bad coffee is unbecoming. The selection is crap. Mbz buyers must have low self esteem insecure lust for attention not well endowed to own a car with high maintenance service schedule is undermining being the best car...what a joke to advise to come here for service and provide a feedback on your survey is bad customer service.
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April 2023 by Rebecca cada
Service agent was pleasant and polite. This may be a small thing, but the last two times I have brought my car in for service I was told it would be returned washed and neither time has it been washed. I expect more from a Mercedes dealership.
