Mercedes-Benz of Brooklyn

I brought my Mercedes to Mercedes-Benz Brooklyn on April 9th because of an electrical issue that prevented the car from starting. Their own towing service picked it up and delivered it to the dealership. I 9th because of an electrical issue that prevented the car from starting. Their own towing service picked it up and delivered it to the dealership. I paid $544.36 for the initial diagnostic, with the expectation of timely communication and a professional resolution. Instead, I heard nothing for almost two weeks. I had to repeatedly reach out on my own just to get any updates. Eventually, on April 22nd or 23rd, I was informed that a second, more invasive diagnostic would be required. The cost for this was quoted at an additional $1,199 just to "look into" the problem, without actually fixing anything. At that point I declined and arranged for the vehicle to be towed back. To my surprise, the towing driver was able to start the car and drive it out of their facility, something the dealership never once communicated to me. Worse, when the vehicle was returned to me, the interior was disassembled, wires were exposed, and my dashboard showed multiple warning lights that were not present before. When I dropped the car off, the only minor warning was for tire pressure. When I got it back, I was faced with check engine and numerous other errors. I escalated the issue through management. First a manager (Jerry Suarez), then the director (Scott McVay), acknowledged the situation. By email, their own representative admitted fault and offered alternative resolutions. I requested only a partial refund of $250 from the diagnostic fee and for my car to be returned in the same condition it was received — nothing more. Yet the dealership refused to follow through. Later, Vice President (Will Berardino) denied responsibility altogether, contradicting their earlier written admission. In the end, the dealership kept my money, returned my car in worse shape than I delivered it, and failed to provide even basic transparency. Because of their handling, I've incurred over $3,000 in additional expenses. My experience shows a clear lack of communication, accountability, and respect for the customer. Be extremely cautious when dealing with this dealership. More

After all the negotiations when the day comes they will tell you some mysterious customer put a deposit on it. tell you some mysterious customer put a deposit on it. More

Great specialists prompt service no problem with a car loaner friendly stuff . very good experience. loaner friendly stuff . very good experience. More

Never again. This dealer lacks both technical expertise to troubleshoot car problems, but even worse has no clue how to provide customer service even after screwi This dealer lacks both technical expertise to troubleshoot car problems, but even worse has no clue how to provide customer service even after screwing up. Brought the car in, and both time the main concern was completely ignored and third time not documented correctly by the advisor. Meanwhile they billed MB $ thousands to fix minor issues. More

We dealt with Ronald Gilmartin and we cant say enough positive things about him or the service department. They communicated exactly what the issues the previous dealership (Ray Catena Mercedes Edison positive things about him or the service department. They communicated exactly what the issues the previous dealership (Ray Catena Mercedes Edison), and identified exactly what was wrong with the car with timely, truthful and accurate updates. Along with a Loaner! We were a bit gun shy after our last negative experience but they really upheld the brand. More

Mercedes-Benz of Brooklyn’s service falls short. Despite numerous complaints about my GLS 450’s liftgate while it was under warranty—with service invoices to back it up—the dealership repeatedly cla Despite numerous complaints about my GLS 450’s liftgate while it was under warranty—with service invoices to back it up—the dealership repeatedly claimed there was no issue. Now, just months after the warranty expired, they acknowledge the problem but refuse to cover it, even though it was reported multiple times while the vehicle was still under warranty. I appreciate Gary, my service advisor, who genuinely attempted to advocate for my situation with his management. However, management refused to address the issue and didn’t even reach out to discuss it with me. Gary’s professionalism stands out, but unfortunately, the service department’s management is making Mercedes-Benz look bad. This is not the level of service I expect from a luxury brand. Mercedes-Benz of Brooklyn, you are failing to uphold the reputation that Mercedes-Benz is known for. -Richard R More

My car was in for service this week and I can’t say enough good things about Karen. She is extremely kind and helpful. Both her and Jerry were extremely helpful in making sure we got our car back quick enough good things about Karen. She is extremely kind and helpful. Both her and Jerry were extremely helpful in making sure we got our car back quickly I. Time for my husbands treatments. Highly recommend this service center! More

The so called service advisor is worse than the salesman. Now service advisor are trained to force you into bogus service which is not necessary for your car. This service advisor wanted me to do a service p Now service advisor are trained to force you into bogus service which is not necessary for your car. This service advisor wanted me to do a service package for $3500 for vehicle with 60,000 miles when my car only has 34,000 miles 😳😳😳🤦‍♂️🤦‍♂️ all I needed was an inspection and oil change the dude charged $700 😂😂😂😂😳😳😳😳 wait. That wasn’t enough for him so he called me saying I need a new battery lmaoo 😂😂🤦‍♂️🤦‍♂️🤦‍♂️ cuz the one I have is low . He charged $670 plus $274 for labor to change the battery. This was my last trip to this place because they have this belief if you own a Benz you must be selling drugs then why not robbing you 🤷‍♂️🤷‍♂️🤷‍♂️ please people open eyes when you go to this place 😳😳😳 don’t go there !! More

My experience was amazing. The team was professional and of course caring. I highly recommend this dealership team. From Olivia Chalet to Mike, Rafael and Jellan. Everyone was The team was professional and of course caring. I highly recommend this dealership team. From Olivia Chalet to Mike, Rafael and Jellan. Everyone was helpful! More

Great at lip service, horrible at identifying, or God forbid fixing the simplest issue in your car. Be prepared to return again and again for anything outside the regular maintenance and oil change. forbid fixing the simplest issue in your car. Be prepared to return again and again for anything outside the regular maintenance and oil change. First it was the trunk automatic lock. Three visits and they could not fix it. Took the car to Manhattan and it was fixed from the first time. Then it was the annoying alerts coming from the navigation system. That one was beyond their comprehension! So, I gave up on it waiting to return the leased car to get rid of it. Now the heating function on the A/C. Three times, back and forth, with a loaner and a full week of toying around with the car and every time I pick up the car and turn the heat on, it blows cold air. The manager brought a temperature gauge and measured the air coming out of the vents to be 70 degrees when the heater was set to 84 degrees! The service department 's superintendent's excuse was "I compared your car to another one in the garage and they both performed similarly!!! After driving the car for 10 minutes the temperature dropped even further to 65 degrees! Once again, I'll be taking the car to Manhattan to get it properly fixed. Mind you, they will haunt you for a five-star review after the regular service visit, but never ask you for one when there they know they screwed up badly! Shame on MB for allowing this to continue! More