Towed my E 350 on Jan 12 for a relatively simple problem. It wouldn't start and the steering wheel locked.
Department would not return calls for several days. After 6 days I was able to talk to someone finally. They had not even started to diagnose my car. They start working on it only after I talked to the manager. Like it is very common they called back with a very large list of things they suggested changing. I approved only the routine service and the fixing of the problem. Bill: $1600, 70% on labor cost. They took 4-6 hours to work on it after I told them that I would be there to pick it up ready or not.
I got my car back on Jan 25!! and only because I told them I was going to tow it to another facility. The repair cost probably 125% more than if done in a generic garage. I expect to pay more for mercedes service but I also I expect superior service. Very disappointed and annoyed.
They sent me a box of chocolates 1 week later.
13 days to return me my car.
7 days to start the diagnosis
12 days to start to work on it
1 hour for diagnosis, approximately 5 hours of labor.
Overpriced labor (expected)
Absolutely horrible communication
A box of 4 chocolates (good quality) with a generic note 1 week later.
My advice: If you are going to use them for service make sure you get a loaner. All other times I did. This time I didn't because It was towed there and I live far away. I don't think it is a coincidence that when I get a loaner they work my car on time.