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November 2023 by Margarita Vazquez
I am trying to understand why a sold used Mercedes does not get the same 1st class treatment as a new car regarding service. I have a windshield motor washer that does not work and a missing blade in the back windshield (since the car was bought, but we only noticed it a couple of weeks after and made an appointment) however, today when I took it in for the appointment to get that fixed, I was told I might have to pay for the fix. That may have been a miss from the inspection dept. before it was sold, and it should be fixed at no cost. Also, a quick summary lesson on how to use the MERCEDES gadgets/tools in the car from the tech experts would have been a big plus and nice touch (I received that extra service from VOLVO without asking) Just saying...
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November 2023 by Irena W.
Avoid!!! I had electric/ brake issues with my new 2023 Mercedes Benz Sprinter van. I had six times my van in this dealership with the issue and pleaded with them for help and they always brush me with statements that is nothing wrong with my car even I show them videos of brakes locking up ,warning light are in ..... They demanded I should present the issues on spot !!! I gave up on this place after six visit and went to Autobann in Belmont In this Mercedes Benz they find the issues replaced faulty ebrake and even they pick me up from my location . Autobann is place to go, professional, clean and dependable. Don't waste your time and money anywhere else!!! .
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November 2023 by Eva M.
I came in to buy out my car from the ending lease. I wanted an option where I just come into the dealership, write a check, and leave in 30 mins.At first, I called financial services to find out what the process is and how much money to prepare. They told me, if I go through financial services (which is separate from the dealership), they will send me a packet of documents to fill out, then I have to mail those back, and finally go to DMV to process the purchase. They did not know if I had to pay sales tax at the DMV or while purchasing online. This sounded like a very cumbersome process, so I decided to go to the dealership and purchase the car there.I stopped by the dealership to find out their process. A person named Kamal asked if I want to do CPO (no, thank you) or if I want to finance (no, thank you). The he gave me the price I'd have to pay at the dealership. He said, "Since you're not buying right now, I don't have any more time to spend with you, I have clients coming". How rude.So few days later, I called the dealership to schedule an appointment to buy the car. I spoke with Marvin and he asked me to come the next day, promised all paperwork is done in house, and it will take 30-40 mins. Wow, I was excited.I arrived to the dealership and met up with Marvin. He asked if I want to do CPO, which I declined. I literally just want to write a check and get out. He said he needs to talk to the manager and left me. Then he came back with a big guy, who told me they do not want to sell the car to me because I don't want to do CPO, they want to ensure I will continue to service with MB and they can keep their business. Hmm, I thought they're supposed to want me to but a car from them not the other way around. The big guy offered me to go to Fremont and see if I can buy the car from there because they (Stevens Creek) have "a shortage of DMV clerks". Or I can go through their financial services and DMV. The guy just was intimidating and obviously looking to dominate a woman. Absolutely disguisting.After I got emotional and told them I want to just buy a car and not go to DMV, they left me alone and went to "see what can be done". Then Marvin came back and said, actually they can help with the purchase. That's the guy who told me it will take 30-40 minutes but it was already close to 1.5 hour and no resolution. He gave me some paperwork to fill out and told me to wait for the finance department who will process the purchase.I waited 2 more hours for the finance department. Marvin showed up one time and told me they have a new person working on my case. Of course! At a four hour mark, I was seen by Marco from the finance department. We did the paperwork within 30 minutes and I finally left, emotionally drained, hungry, pissed.The next guy the finance guy Marco sent me an email telling me he missed my signature and asked if I could come back into the dealership again to finish the paperwork. Can you believe it? I was there for 4 hours and they could not get all my signatures? And you're asking me to come back again? I asked for a way to send me a request for electronic signature but Marco said they don't have it. I told him it was not my problem. He said he will fedex the papers to my house in that case. When 2 days later I did not receive any papers, I emailed him again to follow up on the missing signatures. After some time, he sent me a request for an electronic signature, which I signed and that completed my quest of buying a car from lease from MB Stevens Creek.I will never go back to that dealership. The treatment I received was unfair and unacceptable. Worst experience of my life.
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November 2023 by Henry Cortez
If you’re ever in the market for an amazing SUV go see Cody Blanchard and Marius Coroiu at Stevens Creek Mercedes! These gents are true professionals at their craft. Great service and attention to detail. Thank you both for making me customer experience great!!!??
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November 2023 by Matteo Castrofino
Business side: Great staff, always helpful and polite. They spend time explaining details, answering questions and are always going out of their way to get us an appointment even on a very short notice.Repair shop side: nice and polite, but still struggling to identify and fix the issue after the third time we go back for the same problem...
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November 2023 by Vasana Thongphet
Love this dealership! The GM Goran was a great help when I first leased my GLE 350. 3 years later I love my vehicle so much I ended up purchasing it. The process went so smoothly and quickly, the finance manager Nick was a pleasure to work with as well. If you’re in the market for a luxury brand, this place has the best customer service and excellent experience by far. I would highly recommend this dealership to my friends &family.
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October 2023 by Gary Smurthwaite
First even though I was purchasing a vehicle of a much lower value than you typically sell, at know time did I feel as if anyone on site was more important to you at the time.My sales associate was attentive, and cordial through out the buying process. The only thing that could be improved is the time it took to complete the paperwork and close the purchase. If this was because of something I was lacking I am sorry, it would have been good to know why it was taking so long to get to the signing process. Everyone new I had a 3 hour drive home.Outside of that everyone that that I have spoke with about my purchase has been told by me that it was wonderful doing business with your company.
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October 2023 by Kay M.
Buying a used car from this dealership has been the worst car buying experience I have ever had. And before the dealer responds to this review and gives me the number to the manager to call, I have called many times and no one answers. So please do not respond to this review with that generic request to pretend the dealer cares about the low quality of customer service it provides. Here is how it went:- We went to see a used car and the sales man was nice but unknowledgeable about the vehicle and every single thing we asked.- We bought the vehicle. It was a slow process.- Vehicle almost immediately, within a day, had tons of issues including a tire pressure sensor issue. We had the car checked out by a mechanic we trust and they said that the TPMS was damaged (which it is illegal to sell a car with), the front valve cover was leaking amongst other issues. Our mechanic made clear that this area was conveniently cleaned super well to likely hide the leak. Once he ran the vehicle for a little it became clear there was a leak. The dishonestly is what gets me.- called dealership and they agreed to help with only the TPMS but emphasized that we bought a use car and the sales man inappropriately brought up his personal vehicle and comments and opinions. Conveniently they couldnt see the vehicle within the 5 day return window but made assurances. - we dropped off the car on Monday and supposedly had an appointment at 10am that Tuesday.... Well they didnt even call us to tell us they had no idea why the car was there until 3pm that Tuesday.- they then stated that the vehicle needed to be inspected but the service center said that was not the case.... It was a mess.Fast forward. They still have our car. It is Friday and I cannot get ahold of anyone. Would we ever buy a car or have a car services here again? NO. Should you? NO. The process felt shady like we were buying a car from a scammer.
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October 2023 by David B.
tl;dr bought a used car that an independent mechanic said had some safety problems. Gave us the run-around and turned a one-hour repair into a week.Bought a 2010 Toyota Highlander. Took it to our mechanic when the tire pressure monitoring system light came on. Got an independent inspection and found the TPMS was broken and a leaky valve cover, as well as a number of other routine maintenance issues. We scheduled our mechanic to take care of the other issues but tried to get the dealer to take care of the TPMS and the valve cover, since it was still within the five day return window.First, they gave us the runaround on the phone, trying to refuse to either repair. Finally, they agreed that the TPMS is a safety feature that we can't drive broken and they scheduled us a service appointment for Tuesday at 10. We dropped the car off Monday, and I gave a quick explanation, which was written down. Tuesday at noon they had no idea what was going on. No one knew why the car was there. Eventually we reminded them of what was happening and they said they would send it to the Toyota dealership to avoid waiting for parts.Exchanged messages Wednesday.Exchanged messages Thursday. At this point we are trying to use every phone number to speak to someone, on up to the general manager. Oh, the robot who replies to negative reviews here on yelp? Yes, we called the number there, too. The best case was someone actually answering to tell us the person we were trying to reach wasn't at their desk. The worst case was being transferred multiple times to people who needed us to explain our situation who still had no idea what was going on.Called Friday. Same runaround. After an hour of trying to talk to someone, we finally were told that they would need the car for three more days. This would bump into our scheduled service with our mechanic. Eventually they called back and said it would be ready in four hours.
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September 2023 by Anand Dhandapani
I have purchased used car from this showroom. However the car's exterior and interior detailing is very clean and maintained to the perfection like new car. I would recommend this to my friend as well. Only negative is they wont give single penny discount even if you are purchasing it immediately. One price and they are very much firm on that.
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September 2023 by Andy Schneider
Had a recall performed on my SUV recently and it was a great experience. Through no fault of the dealership, a scheduling error occurred which required me to come in a second time, and the service manager kindly offered me a loaner throughout the time my car was indisposed (4 days in a new EQB!). Fantastic service and really friendly and responsive staff, and all with someone who's not a customer...yet.
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September 2023 by Hien Truong
I love this place because it is nice and clean. Coffee, mocha, vanilla, and tea are always there. Beautiful cars to check out while waiting. It also has loaner car if you book in advance for service.
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September 2023 by Ryan C.
Once you buy the car the customer service stops! Everyone was nice and helpful but after driving off the lot you won't get any response if you have questions. They sold me a car with no front license plate and did nothing to help me locate the plate. And if you buy a warranty, I'd be very careful. They won't let you cancel it if you sell your car early....or at least they won't respond to you when you tell them you'd like to cancel and need their help processing. Reached out multiple times in the last month and nothing from them. They are a very busy dealership, so once they have your money, they will forget about you and move onto someone else. Plenty of MB dealers in the area, I'd suggest trying another one.
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September 2023 by Steve Shahinfar
My favorite car has always been Mercedes Benz! This passion for the car ended with experience I had with MB of Stevens Creek. We leased the car 3 years ago. From the get-go, we were ripped off by a well-trained financial advisor who lured us to purchase a useless maintenance package for thousands of dollars, which added to our monthly payment, not knowing that it is worthless package. It did NOT help at all during our 3-year. Little we knew then that cost of an oil-change just 4 months ago was around 1100 dollars with lots of other made-up costs that we could not argue. We gladly were ready to get rid of the car much earlier. They asked us to come to talk - We encountered a person who had nothing in mind except how to make money out of a dissatisfied customer. They tried everything in their power to jack up the return fee. Today was one of the best day in my experience with this dealership, where I paid my last due and ran away from that location. Our experience with service department is also lengthy and colorful. They are there to just nothing but add bogus items into your invoice to jack up the price. I visited 4 times this department in 3 years and each time was worse than the previous one. They have no sense of customer service. if you go like this, it would not take too long to lose to competition. I have already communicated this to all my colleagues in this high-tech place I work for.
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September 2023 by Tracey Ziomek
This was the first service for my 2500 Sprinter Van 4x4 awesomeness, with service advisor John. From time of setting up the appointment, answering my millions of questions, and timely pick up, John was amazing! He was very clear communicating the work that might be done, the work actually being done, and pricing. I even received a video from the service guys with a run through of the van. I will be servcing my vehicle here moving forward. Thanks John and team!
