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February 2024 by Pattie J.
I am writing to express my profound disappointment and frustration regarding the mishandling of my custom G wagon order by Mercedes-Benz of Austin. It has come to my attention that, despite having paid the deposit, received a VIN number, and fully funded the loan for the vehicle, I have been informed that the car was sold to another customer. This egregious error has caused significant inconvenience and distress, and it is completely unacceptable given the level of commitment and trust I placed in your dealership. The lack of communication and the subsequent mismanagement of my custom order has not only damaged my confidence in your dealership but has also led to a breach of trust. It is deeply disheartening to have invested time, resources, and trust in Mercedes-Benz of Austin, only to be informed that the vehicle I had ordered and rightfully paid for has been sold to another customer without any prior notice or explanation. I strongly urge Mercedes-Benz of Austin to conduct a thorough investigation into this matter and provide a detailed account of the events that led to the erroneous sale of my custom order. Furthermore, I expect to be offered a prompt and suitable resolution to rectify this situation, including but not limited to the immediate identification and allocation of a replacement vehicle that fulfills the specifications of my original order. Additionally, I expect to be provided with clear and transparent communication throughout the resolution process, as well as assurances that such a gross mishandling of customer orders will not be repeated in the future. I trust that Mercedes-Benz of Austin will take the necessary steps to address this matter with the utmost urgency and professionalism, and I anticipate a swift and satisfactory resolution to this deeply regrettable situation. I kindly request that you acknowledge the receipt of this complaint and provide a timeline for when I can expect a comprehensive response and resolution to this matter. Furthermore, I must express my deep concern and disappointment at the mishandling of this matter, and I am now in the process of seeking legal advice to understand my rights and options in light of this situation. I hope to resolve this matter amicably and avoid any further escalation, but I must protect my interests given the circumstances. Sincerely, Pattie Pearson
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November 2023 by Dgx G.
I contacted The sales department and asked that they honor the flier that they sent to me. The terms were 8k down with open an MSRP of $88,150. The monthly lease payment was $1169. They had one for $89,500 but called back and wanted over $1900, per their sales manager. I asked that they call me back if they can honor their own flier and I've not heard back from them.
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September 2023 by Rich L.
BEWARE OF THE SALES DEPARTMENT After waiting 1.5 years to take delivery of a Mercedes custom ordered - it arrived! Unfortunately the sales person (SS) did not order the correct build. He had left off several key features (such as diver assistance package) and added ones not request (ie. night package). On top of this it had almost 200 miles on odometer which sales man said was due to "omission testing". Ever after I showed the salesman the build sheet I had sent (from Mercedes own web site) and pointed out the errors they refused to acknowledge of offer any concessions for. BEWARE OF THE SALES DEPARTMENT they are not only incompetent but dishonest.
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September 2023 by S A.
I don't know if these people are races or what. But I called to do a credit application on a GWagon they have a good deal on at the moment, I offered to put 50% towards the credit application. I guess they feel like a young black girl can't afford something like this so it's a waste of their time. I even told the seller I'll pay 100% if the credit application didn't come through. After several hours of trying to email him about just paying cash, I called to request a different seller. The lady at front desk put me on hold, then comes back to say a manager said they'll call me... I still haven't heard from these people. I guess they pick and choose who can drive luxury in this city. I can buy their entire inventory if I wanted too. I just wanted to use credit. And I see they ran my credit which is actually over 700. These people are something else. They being picky about who to sell to not knowing they are hurting the company pockets because I'm a serious buyer and this is my dream vehicle.
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September 2023 by Aggie V.
My Hubby bought his new car here about a year ago. The service was amazing! So when I sold my BMW, and wanted to match him, we came here. Found a new SUV I absolutely had to have. Easy dealing, in and out. We recommend this dealership to all our friends, especially my play date groups!
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September 2023 by Chase M.
I reviewed them before and I guess to save face, they commented saying "email us..." and never responded to their emails. But I took 2 cars here. They charged $800 each to LOOK at the cars, not fix or touch anything, just look. And I told service advisor, Romani, that it would jump into limp mode if I accelerated too quickly, there was a check engine light on, a rattling noise, and my tire PRESSURE monitor was lighting up. When I got the back the car, my service advisor told me that my tire PRESSURE monitor was going off because of the size of my tires... I think he doesn't know the difference between pressure and area, or he blatantly lied to my face because they didn't check what I asked them to check. The tire pressure gauges were going bad and there was a slow leak in my rear passenger tire. Which he could've told me if they actually looked. I paid an extra $541 for them to turn off my check engine light, I left the lot and didn't even get 3 minutes out before the light popped right back on and I come back. I get back to the dealership only for him to say that I need to pay for ANOTHER diagnostic even though they clearly didn't do the job right the first time. Not a SINGLE PERSON has reached out to actually do due diligence or even attempt to make things right. Not one email, call, text, nothing. I came to the dealership to build a relationship and have EVERYTHING serviced there, instead I've done 85% of the work myself for literally 12% of their quoted prices (not including all the things they missed in their $800 WASTE OF MONEY diagnostic). Part 2: Oh! And they reached out to eventually (2 years later) and then offered to check the check engine light for free, cool, right? The deal was that they check my check engine light for free and if it was the same issue, they'd fix it for free, if it was a different issue, obviously I'd have to pay for the repair. Why did I show up and they put me on the same service advisor that I made a complaint about and this guy tried to charge me $215 to check the exact same engine THAT THEY DIDNT CHECK LAST TIME?!? Customer service must be a joke at this place. Don't waste your time and money and find a specialist
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July 2023 by Ed P.
Took my car in at 10:30 am, they did a recall, an A7 transmission service, B maintenance service and car wash by 5:30 with a smile. Thanks
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July 2023 by C P.
So this is my nightmare scenario with the dealership, I have been loyal to since the first purchase of Mercedes in 1996. I have had 6 Mercedes in the 53 years, I have been on this earth. Two weeks ago I took my SL to have ABC pump replaced and issue with hard top functioning properly. I waited a month to get car in. No problems as many dealerships are behind in scheduling. When my day arrived took car to dealership to have these issues looked at. Again, they were backed up, my new service advisor, which I seem to have the dealership keep changing me from one to another, still had many cars to look at before they could look at my car. I told him no problems, I have loaner car, I know there are many that need their cars faster, so I waited almost two weeks to get car back. Again no issues, as I assumed that hat the car issues were corrected. That was not the case. I got the car back but neglected to see if the hardtop was able to open when I got the car back. My fault, as I assumed that what I took the car in for repairs was fixed. That was not the case, about two weeks later, decided top open hard top. The top would not open not even move. So, I called the dealership disappointed that hard top was not fixed at all, even though the adviser stated was minor rings that were replaced. I again called the dealership and spoke to their service department operator. The biggest mistake one can make. She told me the adviser was with a client and ask if I wanted to be connected to the advisers voicemail. I said sure. The day goes on and close to closing time for the department. I decided to call again and this time a second service operator informs me that the adviser did not come in. What the HEC!!! Your morning customer service rep stated he was with a client and now you tell me he did not come to work??? Upset at all this issue, the operator ask me if I wanted to be connected to MERCEDES BENZ manager, I stated please. She comes back after a few moments and states he is off and ask if I wanted to talk to the service manger, I said sure. She connects me with my old service adviser. I tell him issue ands why the issue was not corrected. He states really need to inspect car to get a more accurate diagnosis. I then ask why I was sent to another adviser as I have worked with this one for 3 years. He stated he was on vacation but I saw him in his new office. No problems, truth or lie. I just wanted to get car fixed. I stated congrats on being promoted to customer service manger. He states I am not service manger, again another lie from another customer service operator. Lies upon lies. I take the car in the very next day and he tells me the pump which I replaced just a couple years ago was empty of fluid thus the top not being able to open. Okay I said just get what ever needs to be fixed to be able to open top. So left car with the old adviser. On the way back home with my nephew, I started thinking maybe they just forgot to refill the cylinder pump that operates the hard top and that it might have been overlooked. We all know that happens sometimes. So I call Mercedes service department, we all know if you have taken your car to the dealership that they have caller ID. So the customer service operator sees my number and after several long rings, my phone call gets hung up. No problems things happen. I call again and again after period of time the operator connects me to general voice mail. In the 27 years that have been with the dealership never has this happened. That was the last straw, all I wanted to do is contact the service adviser to let him know of my thoughts but instead, the operator who must be the service manger whom I guess gets to decide whom to answer incoming phone calls and whom not to answer phone calls decides to but hang up on me the first call and send me to voice mail the second. Again if you have ever taken your car to be serviced they always answer not this case as they saw my caller id. Frustrated beyond means I tell the service adviser to give me the car back that I will never deal with this dealership again.
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May 2023 by Tracy L.
If you need to service your vehicle you're out of luck. I live in central Austin and now drive to Georgetown for service, a real pain. Unless I move from central Austin, I will not buy another Mercedes! My service manager actually said, "they can't find people to work and can't handle all the cars they have". Georgetown is growing too, but they make it work and provide a free Lyft home! Buyer beware, this is not the place you want to depend on!
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May 2023 by Danielle R.
I am giving 4 stars only because we have been back and forth with service on a car we bought (certified previously owned). They have been great in working with us on our issues. I do have to say, though, that the Service Manager Nick is a gem!! He was a great communicator and expectation setter. He went over and above to satisfy us. We truly felt valued!! *Danielle and Mark Feser
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April 2023 by Robin L.
Neiko Brown is fantastic. Our salesperson for years left for another opportunity and I fell into the very capable hands of Neiko for my next vehicle purchase for my client. We get a new G wagon every two years. My client never has to set foot in the dealership. Neiko arrived and took on our file. He helped me order the vehicle from Mercedes Benz, followed the build AND the container it was shipped on so I knew where the vehicle was and when it would arrive. Upon arrival he flagged it so it would get priority handling to get it to Austin ASAP. He was great every step of the way. He delivered the G Wagon to my clients home and got paperwork signed. This is such a perk and so much appreciated. Neiko goes above and beyond and we love it! Will be ordering another G wagon from him in a year!!! Thank you, Neiko!!!
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March 2023 by Adeel R.
I just called to ask about a part that Georgetown didn't have in stock but can be delivered in 2 days. Part was marked up by $50 dollar. The same part retails online for between $80-$100. Georgetown Mercedes had it for $100.80 I asked why are you pricing your part higher then the Georgetown Mercedes? They are like, we get a lot of customers so we price our parts higher, wait what? You are a volume dealer, so you price your parts higher? This dealer has had prior shady practices, where I booked a car, once it showed up then jacked the car price by 5000, this is after waiting for 4 months. I have purchased a brand new Mercedes from them before, never again!!!
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March 2023 by Mollie K.
My husband and I bought a 2019 BMW X5 from this dealership yesterday. We had the best experience. Our team was Dillion Homer, Chris Corn, and Heath Bracken. These individuals are top-notch. They even stayed well passed closing time to get our deal completed and us on our way back to Waco in our "new to us" BMW. Thank you again for the excellent service!
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February 2023 by Kalynne M.
I don't ever write reviews, but I want to warn people of how terrible the Mercedes dealership in Austin, Tx is. Go spend your money where they will treat you better and actually care for your car. I am so unbelievably disappointed and unsatisfied with pretty much every single trip to this Mercedes dealership. Not only did they WRECK my car when it was being serviced a couple years back. I took it in about two months ago because I needed a service and my media center was not working (radio, backup camera, phone charger, etc.). Turns out my radio is completely fried, the car is only 4 years old, of course it's "out of warranty" now. When I asked my service advisor, Klebar Romani if there was ANYTHING they could do, and brought up that they did in fact wreck my car on the lot, he laughed and said "yeah, but that was a long time ago" ...........Okay, but y'all STILL wrecked it?! What kind of response even was that? So he mentioned he would try and find an old radio to replace mine with, this was almost two months ago. I have not received a single form of communication from Klebar about this matter. And on top of that, he tried charging me with so many additional fees for my service. Even one of the ladies at the rental car desk mentioned he always adds unnecessary charges to up charge customers. I will absolutely never own another Mercedes, at least not while I'm living in Austin. By far the WORST dealership I have ever been to. Luxury, where? It's an absolute horror show. Not to mention I paid cash for my car when I did purchase it, and this is how they treat a loyal customer? It's laughable.
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February 2023 by Gabriel R.
Bought my first Mercedes with this dealership and couldn't be happier with the process. I always felt like a extremely valued customer by the sales team that I worked with. Chris Corn, Dillon Homer, Daniel Azel were the team that worked with me. Thank you all gentlemen, and this is only the first of many I'll be buying from you in the future.
