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November 2023 by Bill T.
Every time I take my Mercedes in I get a great video message from the service tech but when it's time to call or schedule for pick up they just won't. It took 2 days to do a recall which I received a video that it was green lighted and done and yet 2 weeks later still no call to come pick it up.
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November 2023 by Eesha Ahmed
Where is your COMPASSION Mercedes Benz of Clear Lake? Where is your basic human understanding? The flag bearers of customer loyalty and satisfaction , where is your implementation of customer care for your established customers who have invested in you? why is your customer dealing and relationship so tangible? Far from professionalism, where is your basic human compassion? Are there conditions to where you project customer care ? Since 11/4 I have requested my name to be put on the loaner’s list as my means of transportation is sitting at your service center. It is today 11/9 and I still have not been communicated whether you have my name on the waiting list or not. The manager is made well aware of my request numerous times but lacked compassion to respond back confirming and verifying that my name has been put on the list. I never asked to prioritize my name, I simply requested to just CONFIRM with me by responding back that the least you have made sure is my name is on there which should have been done the first day I dropped my car 11/4 had you embraced some professional and customer support. Why am I not being contacted and updated on this? Am I making any out of your hand request? Why is the manager overlooking his managerial tasks to ensure that my name is on the list and that I do have that provision. I don’t mind waiting at all, but can you demonstrate some basic professionalism and atleast respond back and communicate with me when and where my name is on the loaners’ list? And what time frame am I looking at? The least you can do is communicate professionally as a manager of a reputable business. I hope you will look how many times I have made efforts to reach you in this regard and improve your communication with your customers.
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September 2023 by Deisy D.
Eric and Juan M were very professional and were great to work with. The customer service was exceptional, as he kept me updated throughout the entire process. Quick service & very trustworthy. Thank you again Eric & Juan!
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September 2023 by Joseph Fowler F.
The customer service at this dealership is amazing!!! The dealership is such an elegant vibe, and has many amenities and awesome services! The staff are so knowledgeable, friendly and helpful! I love my vehicle and am very comfortable with my car in this dealerships hands! Mercedes forever!
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July 2023 by HardHitta SkettaD
Some of the best people and the very best customer service experience I've ever had. Also the very best service technicians I've ever come across. Great place to sit and wait if you have or want to. Trent Pham is the best.
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July 2023 by Ciara H.
My experience with this dealer ship was piss poor to say the least. I originally was elated to know how fast I was able to get into something within my price range and a newer year and low mileage . Shortly after purchasing the car , I noticed a problem with the bumper and also the back light above the license plate was hanging as if it was broke. After reaching out to the salesman I was asked if I bumped into something and I notified him that I would never be the type of person to do something as mischievous as wreck and expect dealership to fix the issue. He says I can bring it back and they will fix. I was in a rental deifor 3 weeks and wishing that time continually inquired on when it would be ready . On the third week I finally received a response and you would never guess? I was told that it was sent back to the body shop due to the back of the truck bumper being fixed (which nothing was wrong but the light over license plate not the bumper ) and they needed to fix the front. I mentioned within the attachment of the text messages what was wrong? As you see I didn't get a valid answer . Once my vehicle was returned two weeks after the three the light was still hanging in the back the front wasn't fixed properly and the car smelled like cigarettes and it was a hammer, screwdriver , and other tools in the backseat. The driver who delivered the car back to me , mentioned their have been many complaints with the service work and he wasn't surprised about my front bumper not properly being fixed (he is the one that pointed it out by the way ). He then provided me with the general manager direct phone number and I reached out via phone call and text message he stated he was off for the day but to let him know when I'm available the next day. So I then reached out two days later due to me moving into my house and he never responded to my text again nor my three additional calls. Not to mention I never received additional paper plates for the rental and I asked for some and her never emailed me new ones, so I was riding around with expired plates. My boyfriend also purchased a car from them within a few days after I purchased and was having even worser problems than me. His car literally stopped on him and his rpm meter doesn't work and when he mentioned needing a new car they stated they can fix and gave him a rental for two weeks. The problem was still the same after the return and he mentioned he wanted a new car and he was told he was going to be handled by the used car director. Never reached out and when he contacted the salesman again he had yet another excuse. So moral of the story please do not shop here for your next vehicle !! Do not let the name Mercedes Benz fool you! It's nice on the inside and customer service is great while your purchasing but they sale not good quality vehicles and not to mention my aunt also has purchased a 2020 Mercedes a month before us and recommended but then needed a part for her car and still haven't received this and we purchased in May . So I felt like this needed to be addressed. I know it's a novel but I'm real big on customer service and this is the longest review I've ever did in my life because I do not take big purchases being neglected lightly.
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May 2023 by David L.
Trent is the best employee from any make dealership that my wife and I have ever had the pleasure to dealing with. Not even a salesperson that gets commission out of "treating us nicely" has done a better job to make sure we are happy like Trent has. Trent doesn't stop until he makes sure everything is resolved and will go above and beyond to facilitate the vehicle owner's life. He understands that life happens and sometimes you cannot plan for a car to breakdown or a tire to be punctured and have everything ready in both work and life, but he makes sure to help solve anything to allow for mishaps to not be as tough. My wife and I cannot be happier that we ran into Trent after switching from another Mercedes dealership to this one because of the lack of customer satisfaction ideals the other dealership had. Trent keep doing what you are doing! I hope we don't see you as often, but when the time comes again, it's good to know that people like you are there to help us solve our problems, and always doing it with a smile. You are a great asset to Mercedes! I would give you 1k stars but this thing only lets me put down 5!
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May 2023 by Petronilla Osuagwu
The atmosphere is beautiful and well kept. The staff very friendly and professional. Their dressing is impeccable.
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May 2023 by Taylor M.
Who brags about a $140k 4 cylinder with a turbo Mercedes gas lost their mid and gone down ver board with electrics. Some people want em some don't ut getting rid of all gas powered cars and going full electric or hybrid is a mistake. Guess what mom I just bought a 4 cylinder turbo for 6 figured. Haven't heard someone brag about a 4 cylinder turbo since 1990 i high school. Big mistake So far the service here has been lack luster. I didn't buy my car from here but have been using it for maintenance. I have had three esperinces here. All of which they seem very attentive when you're there but returned phone calls just doesn't happen. Knowledge of product and year fitment is non exhistent. Lack of inventory is a big issue as I tried to buy my car here but was over a 6 month wait I had to source out of state. No Mercedes body shop had a small warranty issue and they send me to Lexus who seems to be more knowledgeable about their cars than Mercedes is. I asked about a lot of features and options and aftermarket and no one seems to be able to answer my questions better luck on google. Worst part is I bought the end of non hybrid cars for a reason I like the sound the feel of acceleration and the feeling a gas engine gives you that a electric just won't. The other is a hybrid is complicated they seem to struggle with gas cars can only imagine the struggle 5 years from now when you have both electric and gas engines and they can't figure it out. bought the last amg non high brid. A lot of Mercedes owners have spoken with long for the twin turbo v12 and v 8. I think you're going to abandon these people to end up with a Tesla that has a small market share for a reason and is probably more reliable than a Mercedes. People that buy Mercedes aren't worried about gas mileage they want luxury and a status symbol. Not much status on being a 2nd to Tesla. I bought the last non hybrid for a reason I think in 4 years when all the electric vehicles are having issues people are going to miss these cars and the amg v12 v8 am even v6 are going to belcome popular Quickly. I hope I'm not the only one that has mentioned these thoughts. As you are about to abandon your main buyers in the US no one comes home and brags about their 4cylinder turbo unless you're in high school and own a Honda. You're missing the market if people wanted electric cars everyone would drive a Tesla and more than half of America lives in an apartment with no way to charge the car. I really hope someoen with intelligence gets this email otherwise Mercedes is doomed to become a lesser Tesla
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May 2023 by Gloria V.
If you want to stay sane i suggest you do business with another dealership besides Clearlake.. terrible customer service and attentiveness towards their clients they will leave you on hold for hours and not return your calls they scam and lie about they packages they sell with your vehicle because half of what is stated to cover isn't even true. They state they are always out of loaner vehicles when it comes to getting your car serviced as well so Good luck if you have a job basically because they could care less.Also i suggest they get a new receptionist because Daniela has a disgusting attitude when it comes to greeting people walking through those doors. It cost nothing to be kind and smile as a client why did i feel the need to do that first because all i got was being stared at till i said something... and the condescending voice isn't getting her anywhere. Maybe look into well trained receptionist who enjoy their job because Daniela is a hot mess!
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April 2023 by Justice L.
Welllll, idk about what the other reviews are saying but I can just tell you what my experience was like!! I originally went on the website on 4-15-2023 just to browse!! I said...hmmm what are my odds of getting the actual car I really want. So I applied for the CLA 250 Jupiter Red and did everything on their website. Granted it was around 6:30ish pm on a Saturday evening, I wasn't really expecting a response. Mr. Antonio Alonzo reached out and made it clear he'd help me out. So Monday comes, 4-17-2023 and he emailed, called and texted me bright and early to answer all my questions. After me being all "skeptical", on if I'd even get the approval, he tells me This is your car Miss Heggins!! He even went as far as doing a whole entire video of the car and sent it to me while I was at work!! That's top notch service right there. The whole entire process took less than 10 minutes online. I didn't get off until 5:30pm but him and his finance guy waited until I got there, which was close to 7pm and they went over everything with me thoroughly and even got me a better rate, which I didn't even ask for lol, but gosh darn I was happy about it!! When I tell you these guys, especially Antonio, were so professional and enthusiastic, hell I even thought it was a trick hahahaha. But no, it was forreal!! So I am now riding in my new CLA 250, and it was so much more than what I even imagined! And to think I almost bought a 2015 CLA from vroom for literally 47k and I got a 2020 for wayyyyyyyyyyyy better at this Clearlake Mercedes dealership!! All I have to say is....THANKS YALL!! Especially Mr.Alonzo! Even the general manager who reached out to me on Sunday to make sure my questions were answered and to make sure if they weren't, he'd make sure they were!!! I'm really crunk y'all!! Love this place!! They forever have my business now!!
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April 2023 by Capt. J Parrish
See Patrick in service..he handles business. Quick, to the point..no BS.
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April 2023 by Julie T.
My salesperson was great. My issue came with the Finance Manager who lied about maintenance. My EQB came with two years free maintenance, which we did not know at the time, so we agreed to buy the plan. The finance guy Reginald Bailey was who scammed us. Yes, shame on us for not knowing, but shame on him for taking advantage of our trusting nature. I will never do business with MB Clear Lake again!
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April 2023 by Christopher T.
Service is Top Tier and definitely what you would expect at a Mercedes dealership. I took my car in for one of those old rude check engine lights. The Service Advisor was Luis T, who quickly got the car in and diagnosed. We scheduled an appointment for the repair and it was completed the same day. Thanks again.Until the next one Bye-Bye!
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March 2023 by CINDY H.
Customer service and attentiveness is the primary reason for one star. The service manager, and the sales manager evidently do not return phone calls or emails. My journey started when my brand new Mercedes would go into a neutral while driving within traffic and it would make a zipper sounding noise when braking. This is dangerous on houston highways. I initially brought it in to service, and they told me there was nothing wrong with the vehicle and I felt somewhat blown off. After one week, I eventually called back and insisted on somebody looking at it again. At that point it was determined that there was a transmission issue, potentially. They kept my vehicle for 30 days and replaced the transmission. This is a brand newGLA 250.Upon picking up the vehicle, periodically when placing the vehicle in gear, it sounded as if a gear missed and dropped to hit the concrete below it. It was a really bad sound and was concerning. I called the service department three times and left messages with a person and I also emailed twice. The person who took my last call decided to send an "urgent" Email to Juan the service manager. I never received a phone call back or an email back after multiple contacts.There were a few other issues as well with my car so I reached out to Mercedes and today they notified me that under the lemon law there would be a re-purchase of my vehicle. Stay tuned for what that entails.So far I have somewhat of a bad taste in my mouth, but I thought that I might consider the buyback and obtain another Mercedes, L O L. I wanted to be open minded through my apprehensiveness since an occasional Lemon is a possibility. I telephoned to speak with the sales manager. I chose to speak with the sales manager in light of the issues that I have had with the new vehicle and the service. I might consider purchasing another Mercedes and wanted to discuss it. I never received a phone call back. THIS IS TERRIBLE SERVICE. At this point, I will be going back to BMW. There is no excuse for service failures, there is a dealership on every corner. Is it possible that they are so busy with new business or poorly manufactured vehicles that they can't make time to speak with clients? When I phoned, the Service Manager was in a Sales Meeting. That's poor managing when you are promoting "Sales" with staff meetings and miss sales "opportunities" by not returning a sales call because you were busy in a meeting trying to promote "sales". Go figure!Regardless of the issue, I sincerely believe that there are serious service issues with this particular dealership, and I will be taking my business elsewhere.
