Mercedes-Benz of Gilbert - Service Center

Do not use this dealership. They are absolutely awful, especially their service department. I’ve owned 5 mercedes benz in my life and never had any issues until I met the Gilb They are absolutely awful, especially their service department. I’ve owned 5 mercedes benz in my life and never had any issues until I met the Gilbert dealership. They never have a loaner car, they lie and say they will deliver the car and then somehow can’t do it when the time comes. The lady who answers the phone is rude. The service advisors rarely answer their phone or texts. If you need your car serviced be prepared to rent a car for about a week or more. I’ve even sat there all day waiting to have someone come out and say it wasn’t going to be ready after I wasted my whole day there. The sales team is not much better, not trustworthy with some bait and switch moves at the last minute. More

Do not repeat do not go to MB of Gilbert. My spouse and I first visited their service department for the first time excited to see MB dealership near our home. Unfortunately we were met by My spouse and I first visited their service department for the first time excited to see MB dealership near our home. Unfortunately we were met by John Hastings who seemed bothered, irritated that we brought our S63 into their service dept. We felt less than human. He made no eye contact and looked at us both up and down said well it’s $275 to diagnose as if we can’t afford it. I then gave him opportunity to show some type of customer service in his office and still no eye contact, no engagement only I smell xxxx look the whole time. I don’t know if it was because I’m Asian but I’ve never felt so uncomfortable around anyone until him. We decided to go back and pick up car before work is done as we don’t trust him. Long story short do not go to MB Gilbert, and they unfortunately missed out on almost 10k worth of service. More

Nowhere near what you would expect from a representative of Mercedes-Benz.  In my experience, the Gilbert dealership severely tainted the Mercedes-Benz brand. Initial intake = D- Service = F- Sales = of Mercedes-Benz.  In my experience, the Gilbert dealership severely tainted the Mercedes-Benz brand. Initial intake = D- Service = F- Sales = F- Management = F- Overall Customer Service = F- I will not name any names because they / you know who they / you are. Front-Line workers, incompetent; Service staff, nonchalant, non-caring, void of accuracy; my Salesperson, should find another occupation; Management team, not engaged, no return calls, planting, cultivating and driving bad behaviors and overall culture.  I found the other low scores and comments to be very true, extremely true. Sage Advice: When you are spending this amount of money, go to Mercedes-Benz of Scottsdale. "Wow" they get it right.  They uphold the Mercedes-Benz Brand. Top Shelf across the board! More

Do yourself a favor Don’t buy a Mercedes. Every time it goes in for service or repairs I get hassled about the warranty. My battery was replaced under warranty 10 months later that battery go Every time it goes in for service or repairs I get hassled about the warranty. My battery was replaced under warranty 10 months later that battery goes bad OH we don’t replace batteries that we replaced under warranty If you buy one you’ll have a 2 years warranty. Also be ready to pay at least 3 times the going rates of other shops More

Keith Wong is very professional and friendly. He patiently answered many of my questions and kept me updated on the processing. I appreciated his help a lot. He patiently answered many of my questions and kept me updated on the processing. I appreciated his help a lot. More

Brought in my 2017 Mercedes Benz C300 AMG line to Mercedes Benz of Gilbert for a CPO work. I had to make an early 7am appointment on weekday since they do not offer a loaner vehicle on weekend appoin Mercedes Benz of Gilbert for a CPO work. I had to make an early 7am appointment on weekday since they do not offer a loaner vehicle on weekend appointments on CPO work. I had to get up extra early before my work shift to make this work. They told me I have to spend $250 to initiate the diagnose to even look at the issue I am having with my C Class... Mercedes Benz of Chandler did not have such fee for evaluating prior issues I had on CPO work request and they had no problem providing me with a loaner car on weekends... What makes me mad even more is that my car was purchased at MB of Gilbert as a CPO vehicle... I will never use this dealership and only go to MB of Chandler. No wonder this place has a horrible ratings... More

Worst experience by the service department, John Hastings has no experience and didn't recieve any training on how to treat clients and communicate with them, I left my car for voice assistant problem, they has no experience and didn't recieve any training on how to treat clients and communicate with them, I left my car for voice assistant problem, they claimed the car need software update, after leaving the car for for a day and half, I received the car back with the same problem. Texted John sharing my frustration with no response. Unprofessional ethics . More

I was delivered my 22 GLC in May from the helpful and professional associates at the South Scottsdale location and knew it was the start of a great relationship with MB. However, now that the first servi professional associates at the South Scottsdale location and knew it was the start of a great relationship with MB. However, now that the first service has come due I needed to schedule time to take my new car in. I would’ve gone straight back to the South Scottsdale location but I cannot beat the fact that the Gilbert location is 5 min from my office. Not sure if my service advisor, Brandon, was having an off day but the entire experience was stressful, long, and borderline incompetent. I called the dealership a week in advance to schedule the appointment and let them know I will need a shuttle after my 8am drop off to take me to my office. I arrived at the dealership a week later at 7:50 thinking I’d be in shuttle shortly after 8 and go on with my day. No, they informed me the shuttle had just left for Queen Creek and it’ll be 30-40min until he is back. I’m understanding and knew that sucks but what could I do. I just said okay but I can’t wait too long. (Wish they would’ve had a loaner). I finally was driven around 8:30 and was told I will be called for a ride back once my vehicle was ready. Around 3:45pm I had not heard from the dealership. I called and the agent stated my service advisor was busy and would call me back. I waited until 4:20pm and haven’t heard back so I had a family member take me from my office to the dealership as I had a concert that evening and needed by vehicle. Once I arrived he was nowhere to be seen so I was seated in his office for about 10min. He informed me they were still working on the car inspecting the wheel (a concern I had them check for). He said I should have it ready within the hour. I was a little irritated because the car had already been there for 8 hours on a prescheduled detailed appointment. Once I was waiting in the customer lobby I noticed around 5pm the technicians just lifting my car and changing the oil. Brandon noticed me seeing this happen and said “hey they are just putting in the oil should be done soon”. Imagine my shock that work was just being done 9 hours after I dropped the car off. I said okay but this has been really inconvenient I’ve now been waiting almost an hour for what I thought was going to be a quick pick up. Another 20min goes by and I walk up to find Brandon to see if the car is ready and I cannot find him. I wait under the car park hoping to see him. I finally asked another employee “hey do you have a service manager?” He stated “he’s gone for the day what’s going on?” I said I am waiting for Brandon to tell me my car is ready. (At this point I see it parked up front). The other employee informs me Brandon has left for the day. The fact that he knew I was waiting and couldn’t have the courtesy to inform me he was leaving was beyond frustrating especially since it was already 5:30pm at that point. Not a great way to start out my service experience with MB. Heck - I had better service when I use to go to the Kia Dealership. Not sure I can trust coming back here. More

worst experience and worst treatment by the service advisor Kris Mason at this dealership. my sprinter van would not start and i was told by a local auto repair shop that i needed to get special parts advisor Kris Mason at this dealership. my sprinter van would not start and i was told by a local auto repair shop that i needed to get special parts at the dealership. my van was towed on sunday night to the street right outside the dealership fence. my van sat there for days and they ignored it. mind you, its a camper van that i currently live in full-time. this was an emergency walk-in, it was clear to me immediately that i was low priority to them. they would not diagnose my van until wednesday afternoon, after my father called Kris and begged him to help me get my van running again. unbelievably, they tried to charge me $1,300 plus tax for a starter and $255 for some new wires, they said maybe that was what it needed. days later i told them i found a shop nearby that would install the new starter for half the price that the dealership was asking. i told the dealership i would get my van towed out of their lot, to go to a local shop. to my surprise, Kris Mason handed me the keys and told me the van was actually starting and driving the whole time. they told me they repositioned the starter and got it to start up, days ago. so i was able to drive my car to an honest repair shop where they told me i didn’t actually need a new starter, i just needed a $10 battery cable. the dealership was trying to scam me for nearly $2,000 for a new starter that my van did not even need. for four days they had me thinking my van would not start, because they were so desperate for my money. so i camped in my van in their parking lot from sunday night to thursday afternoon, sleeping and peeing in their lot filled with their new cars. they had the keys inside the service center so i couldnt even try to start the van while i camping in it, waiting for them to fix it. Kris Mason and the manager of the dealership knew i was living in my van in their lot and still it was not urgent to them to diagnose my van, and they lied to me about my van. they withheld information from me. they were not honest with me the entire week. my experience with Kris was so unbelievably stressful and deceitful, i am terrified to step into a dealership again. this was truthfully the worst experience i’ve ever had with an company in my entire life. the lengths they will go to to take all your money is unbelievable More

Today I had good experience with Brandon Schoonover. Thank you for all your help and explanation. Thank you for all your help and explanation. More