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November 2023 by John H.
Came in with a minor issue. No appointment. Shop foreman came out and managed the problem and got it solved in an hour. Very satisfied. Will be back.
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November 2023 by Omoro O.
This is by far one of the worst Mercedes-Benz dealerships in the DMV area. I've had this car for three years and I've gone to this dealership for the most part for all of my routine maintenance. My prior experiences have been mediocre to fine. Picking up my car was an ordeal. I First, called the dealership for a battery service as my car was not working and I had to have it towed. I requested a loaner car and was surprised to learn that they were out of cars for the day.Sometimes this happens and I am understanding of that. The rep that I spoke with told me that they could try to get me a loaner car in the next day which I was fine with. Upon dropping my car off, the service person I spoke with gave me their phone number that I could text as well as call when the car was ready for pick up. Once I was notified that the car service was complete and my vehicle was ready for pick up, I texted and called repeatedly to coordinate picking up my car that evening, however,no one would respond to me until several hours later, even though I was calling during their official operating hours. I just decided to show up the next day and get my car. When I finally did pick up my car, the push to start button was missing, meaning, I literally couldn't start my car to drive away. Again, this is a luxury car dealership. I searched for it and found it on the floor of my car. I had to chase after a service technician to reinstall it. As I'm driving away, all of a sudden I'm hearing this loud beeping noise and a red emergency triangle keeps flashing. This now happens literally every 30 minutes as I drive the car. To this date, I have called, emailed, texted and even filled out a survey asking someone to get back to me so that they can repair this issue that they left my car with and I literally have not heard back from anyone. I even emailed the general manager of the dealership. I'm so confused as to how a luxury car dealership can conduct business in this way, but please be warned and take your car to the Mercedes-Benz dealer of Bethesda or anywhere else but here. They are highly unprofessional. For reference, the staff person I had the misfortune of working with was Alireza Kashani. And not surprisingly, up until the point that I made a payment? He was Super easy to get a hold of highly responsible. But Once I made a payment? He Basically ghosted me.
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August 2023 by Denia W.
Been taking my car here for 8 years for service. Even purchased my car from this dealership. While I have had issues with them over the years, today put the nail in the coffin to where I will NEVER return. I scheduled my service appointment online (which was a mistake) and requested for a loaner. When I called the dealership the day before my scheduled appointment, because I never received a confirmation with my appointment information, I confirmed the time of my appointment as well as the fact that I would be getting loaner car. The rep on the phone confirmed this for me. When I get to the dealer the day of my appointment, I'm told that I can't get a loaner for that type of service I was having done. I'm traveling from Waldorf to Alexandria thinking I would get a loaner car so that I could pick up my son on time. Not only is the online scheduling system a waste of time and completely flawed, there was nothing done to accommodate my time or the fact that I received false information. Because of this "rule" about the loaner car, I had to cancel my appointment right there at the dealership because I didn't have time to wait for the service since I planned my day around having the loaner. This was my last straw with this dealer. I will NEVER be returning. You lost a longtime customer. Shout out to my usual rep Cesar who always looks out for me. Unfortunately he was not there the day of my appointment.
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August 2023 by Robert N.
I went to this dealership to have some work done on my C300 Cabriolet. First thing I noticed was a real person answered the phone in the service department. I'm tired of other dealers thinking they can automate that step. When I got to the dealership they interviewed me for why I was there. They sized up the problem and helped me straight away. I heard the service manager on the phone with another client telling him to bring his car in since they had several loaners he could choose from. That sounded pretty good. I also like their service department is open 7 days a week. Other dealership service departments are closed on Sundays. I know where I am going next time I need work on my C300.
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July 2023 by August M.
Dealerships are a hit and miss with my experiences having been largely dependent on the point of contact/advisor. I went in recently with a key fob issue which turned out to be a electrical issue. Joao took care of me from beginning till end with prompt updates and attentiveness to both my schedule and concerns around my AMG. One of my better experiences with a dealership throughout my history of owning Benz's and Infinity's.
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April 2023 by Dinah J.
My parents purchased their first shiny new black Mercedes from your South Pickett Alexandria dealership 20 years ago. The car was a symbol of the cumulative sacrifices they had made as young immigrant parents arriving in America with the literal clothes on their backs, a one year old toddler on their hip. Thirty years of breaking glass ceilings afforded them the opportunity and luxury to claim a piece of the American dream. So impressed with their first experience with your sales team, they returned in 2015 to purchase their second Mercedes. Two days ago we were shocked and disheartened to learn from your service department that mom's vehicle was totaled due to a manufacturing defect in the sun roof resulting in a years' long accumulation of rain water under the driver's side floorboard. Geico corroborated your technician's diagnosis and the claims process was initiated. The loss of our primary family vehicle has upended our lives, literally overnight. The logistical and financial implications are daunting. Yesterday we were instructed to return today to the service station to retrieve our personal belongings. An hour ago I walked into the service department and requested to speak with Chantal, our designated contact. I was passed off to two employees before being informed that the car was no longer on the premises, despite being assured that the car would not be towed until we personally completed a walk thru. Minutes later an employee returned with an industrial sized black garbage bag, my mother's personal effects swimming at the bottom. The contents included a Harry Potter throw blanket, a glasses case, license plates, and an heirloom Koran that has been with our family for three generations. Missing was a parking permit hang tag that will cost us 300 to replace. I don't know what hurts more; The embarrassment of having my mom's belongings thrown like trash into a garbage bag and handed to me in front of a room full of onlookers; or was it the horror of realizing that a Holy Book was discarded like refuse; maybe it was the complete apathy and disregard signaled by your employees towards a family that have been loyal customers for over two decades. No amount of fancy, sleek furniture, pleasing music, or impeccable ambiance will compensate for the way we were treated today. We expected and deserved more. This was an opportunity for your staff to demonstrate professionalism and empathy. Instead their negligence resulted in hurt feelings, a stain on your reputation as an elite brand, and a loss of sales revenue for your sales department. Regretfully, The Tabbah family
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March 2023 by Han S.
I drop off the 15 sprinter for a brake job saturday morning 3/25. No place to park. Circle around the building .After dropping off the car. 2 hours later,called later to see the progress.first time no one picked up the phone. 2nd time answersing machine.third time Katherine, pick up the phone. I asked about the progress on theVan. She said your car will be stock in on Monday? Why did the originalservice advisor told me this? She was curt and not very friendly, bolderlinerude. Answered, questions in one sylible like, automated service, yes, no, monday, chris. No complete sentences. Very off putting and I felt like I wastaking on her valuable time. I would not be back nor would recommend this place to get service to any one.
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January 2023 by Ebony J.
Maybe I'm just not "used to having nice things". The best way to describe the atmosphere here is "snooty". Maybe you have to dress up and look expensive to get better customer service. I came here because I needed to get an additional key fob for my car. I was already out running errands so had on gym gear. No one greeted me at the door and I happened to see a line at the service and parts counter. Waited in line for 15 minutes. When I got to the counter, the man behind the counter tells me he has to help someone outside for a second. So now I wait more. When he finally returns, I tell him what I need to do and then he goes on to tell me that I need to talk to someone sitting at a desk. There are several people sitting at desks so who am I supposed to speak to and he tells me any of them, without any additional information and walks away. So I end up going to the other side of the room to a desk where I see someone standing. Tell them what I need and they are somewhat dismissive but tells me I didn't have all the paper work to get an extra key fob. So now I have to call my husband to come bring the paperwork. He has a big presence (former b-ball player so most folks don't miss him). Now, he is NOT as patient as I am when it comes to customer service. When he arrives, we try to find someone who is free to assist us. My husband approaches another service person but he tells him he is busy and asks his colleague Zack if he can help. Zack claims he's busy but my husband tells him we need assistance now, so he (what I felt) reluctantly helps us. We are sitting at his desk and he checks on the paperwork required for us. At first he was dismissive and not giving us updates but since I spent the better part of my afternoon waiting, I was insistent on updates. My husband explained to Zack that I had been given the run around that afternoon, and that changed Zack's communication. He was apologetic and made sure we received the information we needed. We were able to order the additional fob. I don't know if I'll come back to this location yet. No one was excessively rude, I just wasn't feeling the air of exclusivity...even though it is Mercedes. We will see.
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December 2022 by Dr. Rami Sami
Bad services. Technical / maintenance team needs to be more professional. And the service department should be more flexible and experienced when dealing with their customers.For example; when you go to the service department to ask them any questions, they answer is “I don’t know please bring your car!!”Please CLOSE this department and replace it by a sign BRING UR CAR.This will save ur money.
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December 2022 by Daniel L Williams
This is my favorite stop during the day. Especially when it is time for a service on my 2010 E350AWD ... Everyone is courtesy and welcoming. The Service is top notch.
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September 2022 by Fatima A.
Just don't go there are a lot of other benz dealers that are more honest this service department is the worst.
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December 2021 by Jeni Buchanan
The parts and service departments were very helpful. We had a blown tire while traveling and remarkably they actually had the right one in stock. They removed our luggage, replaced the tire and put everything back neat and clean. Thanks guys.
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December 2020 by Buckie Buckley
A joke, My classic has less than 140K miles and nobody knew how to run a proper diagnostic. I have grown up with Mercedes with over 400,000 miles. I told them I had a general diagnostice - and they ran the general too. The ABS is a part under warranty for my model, yet they want me to pay an arm leg and 1/2 kidney to fix something they are aware of being faulty AND COVERED UNDER MERCEDES. My other Mercedes is taken to a different location for REAL results. Really, 140K miles for a 21 year old classic??? And they can never seem to fix it?? Had the convertible roof repaired and it is messed up too - even MERCEDES can not put the roof down. DO NOT HAVE SERVICE DONE HERE.
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December 2020 by Crystal Gibson
I WENT IN TO HAVE MY CAR DIAGNOSED AND I WAITED OVER 15 MINS THEN THE SERVICE PERSON RETURNED HE BASICALLY PASSED ME OFF ONCE HE WAS INFORMED i DID NOT PURCHASE THE CAR FROM THIS LOCATION. I FIND THAT TO BE SO UNPROFESSIONAL & PREFER NOT TO USE THIS LOCAION FOR SERVICE.
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December 2020 by Isaiah Brooks
Just seems like nobody there wants to help/work/or enjoy their job. So dead in there.