Mercedes-Benz of Naperville - Service Center

Worst experience ever! Dealership xxxx! If Gordon Ramsey ever thought about starting a TV show for nightmare dealerships he should begin with Mercedes Benz of Naperville f Dealership xxxx! If Gordon Ramsey ever thought about starting a TV show for nightmare dealerships he should begin with Mercedes Benz of Naperville for the Pilot episode. REPORTED A LOANER THAT WAS GIVEN TO US AS STOLEN! NO ACCOUNTABILITY! GREEDY! NO UNDERSTANDING! IF YOU SUPPORT THIS DEALERSHIP YOU ARE SUPPORTING THE CORE PROBLEM OF BUSINESSES TAKING ADVANTAGE OF PEOPLE! My wife had her 2016 C300 being serviced at MB of Naperville and was given a loaner until her car was ready. Now let’s Fast Forward to one of the problems. While leaving at the end of the day from her new job she arrived at her parking spot too see it was empty and her loaner vehicle was missing! IN THIS MOMENT SHE PANICKED! She had thought her car was stolen and immediately had a panic attack! She called the Police who then inform her that her vehicle was towed by police since it was REPORTED STOLEN BY MERCEDES BENZ OF NAPERVILLE!!!! They continue to ask her why she was driving a stolen vehicle… EXTREME CONFUSION. She goes back inside which then her new boss and co-workers explain the whole mess they witnessed while she was busy working. POLICE HAD ARRIVED AS IF IT WAS A CRIME SCENE. They took pictures of the vehicle inside and out. Her coworkers who were watching at the time had no idea it was her car since she was new at the job. TRULY EMBARSSAING AND A VERY BAD FIRST IMPRESSION AT HER WORK! I arrive to the dealership with her that night. We were told that our loaner that was reported stolen ended up NOT being the vehicle that they were missing. WASTE OF TIME. Do not understand what kind of management is running this place where they just misplace cars as if they are some toys.  We are then told to go to Naperville Police station to go pick up her belongings. We arrive to the police station feeling like criminals to ask for her things back. All her things were investigated through and bagged as evidence truly embarrassing once again.  Spent a weeknight at a police station and in this mess all because their management could not keep track of inventory. Could not get over the idea of if she was behind the wheel of the vehicle at the time and could have been arrested for driving a stolen vehicle. This dealership reported a loaner as STOLEN that they gave to their own client! The dealership could have just called some of their customers and cross reference to solve the problem but did not want to mess up their own reputation. There is a certain level of customer service you expect from MERCEDES BENZ! ERIC HOFFMAN. Next day, my wife and I both called off from work. We then arrive at the dealership on where we had both called off work after the traumatizing event. We ask for Eric Hoffman (The magical GM that every google review has the number of to solve all issues).  The staff panics as if we had called for “Lord Voldemort” and did not want to ask for him. They were scared to bring him. We finally meet Eric who then begins to play psychological games with us right away. He acted as if he had no clue the reason we were there, even though his service manager had told him we were coming. The service manager was also on the phone with Eric the night before during the incident.  Eric then begins to tell us that he has never had a bad day in his life. Why you may ask? It is because he tells himself “Every day is a good day and why get upset?” Not sure what drugs this man does but I would love to know! He was just playing with our heads as if we are stupid. Keep in mind this is all before we bring up the incident and he at this point still claims he has no idea why we are there. Once we sat down he kept playing this clueless act. He precedes to tells us that he has NO idea what is going on and that he has heard of “something” regarding a missing car. His facade all falls apart later in the conversation when he unknowingly tells us the entire dealership was in panic for DAYS due to a missing loaner! He then admits that the dealership reported the vehicle stolen. I then let him know that my wife and I both are very displeased from the entire experience at MB. He then tells me there is nothing he can do to make my wife happy since the event is already over. “Nothing can repair the damage that is already done so why do anything?” Those were his words. PLEASE NEVER CALL THIS MAN IN FOR JURY DUTY. He does not believe in justice when a wrongdoing is committed. He believes, we should just get over it and move on since we cannot go back in time and prevent the crime from happening. I asked him what he would do if this happened to his significant other. Which then he replies, he would brush it off since he does not understand what is there to get emotional about! Why is this man the GM when he does not even understand human feelings or emotions! He even tried putting the blame on us since we had switched out the loaner for a different vehicle and because of that confusion was caused? THAT IS YOUR JOB! Why is this man the GM? He claims he does not know what to do since he has never had this problem before and asks me what should he do? As if we have dealt with stolen loaners before? He had no knowledge on how to provide any sort of customer service. Eric did everything he could to avoid accountability. We would probably have been treated differently if we were in there with our S class and not C class. He clearly did not want to take any sort of accountability and in return we did not even receive an apology. Our personal vehicle was being serviced for over a month due to a separate fuel line issue. After a very long conversation reiterating the situation he stated he would seek out some solutions for the situation, but he kept asking me what he should do. I finally suggested an idea of buying our car back for the remaining loan amount due and helping us in purchasing a different vehicle. He told us he will call us back and let us know. He finally called us back two days later during which he tried insisting we go with magical lease which apparently sounds like it was sent down from the heavens! I told him right away we are not interested in a lease at all and we want to purchase a different vehicle. Weeks go by and all he does is try to push his lease idea on us as if it’s the best and only way to own vehicles. EVEN WHEN IT IS TIME TO OWN UP TO THE MISTAKES THIS MAN IS STILL TRYING TO SELL ME SOMETHING RATHER THAN HELP ME OUT. He was still looking to make some money. Truly shaking my head. Some people just do not know when to lay off the sales man tactics. He called again informing me Mercedes Corp. was being involved and it will take weeks for them to process a trade assist. This is all because he did not want to mess up his own books. HE WAS STILL LOOKING FOR HIS OWN BENEFIT. When he came back with the numbers on our car they just did not match up. When I kept trying to get a hold of him, he apparently handed this entire ordeal off to another member from the dealership. From his point on he has not contacted me at all. He never called us back. Never called to apologize. Never Came up with a solution. After two whole months and a backordered part we finally are able to pick up our car, but the problems done stop here. When our car is dropped off to us at my wife’s work she finds a  tear in the leather on the steering wheel. Which again the service department makes a comment tries to blame us on saying the following “Looks like the tear was made by a woman’s wedding ring” No sense of accountability. There is a lot more to this story. Manipulated reviews throughout google! Do not fall for that trap. I even confronted Eric about this when he tried to flaunt his google reviews to which I asked him aren’t those manipulated? He had no response and just turned his screen back. Then I told him to check yelp where his SEO manger could not fake reviews. Which then he stated, “That’s just yelp... you know what kind of people are on yelp…” Yeah not sure what he meant by that. I have informed many family and friends to not do any business with this location. I can keep going on and probably write a book about this horrible experience but will stop there and prevent you from any further misery. Thank you for reading! Hopefully this prevents someone else from being put into a similar situation. STAY FAR AWAY FROM THIS DEALERSHIP. THIS PLACE IS A SCAM. RAN BY PEOPLE WHO ONLY CARE ABOUT HOW DEEP THEY CAN PUT THEIR HANDS DOWN YOUR POCKETS NOTHING MORE! WE ARE YET TO RECEIVE A SINCERE VERBAL/WRITTEN APOLOGY! More

Excellent service We stopped in to get some accessories and ask about an issue. I didn't catch the service department guy's name, he was incredibly helpful and sweet (j We stopped in to get some accessories and ask about an issue. I didn't catch the service department guy's name, he was incredibly helpful and sweet (just found out it was Howard). Osi helped us out our plates back on and was also super kind and helpful. We don't live here- just passing through - but the MB owners around here should be thankful for such awesome service. Thanks!! More

Service lacks integrity I have done business with this dealership for years and never had an issue prior to this. I brought my older Mercedes in for service on a Saturday as I have done business with this dealership for years and never had an issue prior to this. I brought my older Mercedes in for service on a Saturday as the alarm was intermittently going off. On Monday the very arrogant and rude service tech called and provided a list of repairs needed on the vehicle totaling much more than the vehicle was worth. I called him back on MONDAY and told him we had decided not to do those repairs and we would pick the vehicle up. He stated he needed to check and see if the car was ready for pick up and would call me back. On TUESDAY he did not call back. On WEDNESDAY I called again to see what the delay was and he called back to say the car was ready and that the delay was because Service B was being done on TUESDAY. My husband went in to pick up the car and the tech claimed we had authorized the repairs and completely dismissed the fact that I had told them on MONDAY that we did not want them done. NET: the tech was told on Monday we did not want the work done and to ready the car for pick up. The next day, TUESDAY he had them do work on the car. Several hundred dollars worth. They discounted the work some but we still had to pay a few hundred dollars. I would not recommend this dealership or possibly any dealership owned by AutoNation because of this type of business practice. The irony is we had made a decision to trade the car for a new vehicle rather than do the repairs. More

Five Stars for the Service Department! I live in California, I scheduled a pre purchase inspection from Mercedes-Benz of Naperville on a 1989 Mercedes 560 SEC that I was hoping to purchase I live in California, I scheduled a pre purchase inspection from Mercedes-Benz of Naperville on a 1989 Mercedes 560 SEC that I was hoping to purchase sight unseen. Chris Zamecnik was my service representative and he went the extra mile for me. I know how busy he must have been, however, he was outstanding! Walked me through everything I needed to know and assured me that the car was as good as I had believed. He gave me every ounce of detail, he and his technician felt confident in this purchase which gave me the confidence to purchase the car. Without his time and extra care I would have been uneasy. The technician found only two small details that needed to be attended to and while I could have had the service on these items done in my own city, I chose to schedule the service to be done prior to transport with Mercedes-Benz of Naperville because of the confidence I felt in this fine establishment. When the car arrived it was exactly what Chris had told me it would be and I couldn't be more satisfied. ***** 5 Stars! More

I gave all five stars because the service I received at the dealership(service dept) was simply outstanding!!! Don Pagano went above and beyond the call of duty!!! Don Pagano is a huge asset to Mercedes Be the dealership(service dept) was simply outstanding!!! Don Pagano went above and beyond the call of duty!!! Don Pagano is a huge asset to Mercedes Benz of Naperville. Don was very knowledgeable,patient,courteous,and professional!! Don Pagano is worth all 5 stars!! More

I have taken my Mercedes Benz to several dealerships and none of them can compete with the outstanding service that Mercedes of Naperville provides! Don Pagano is the reason why I continue to take my vehicl none of them can compete with the outstanding service that Mercedes of Naperville provides! Don Pagano is the reason why I continue to take my vehicle there! Don Pagano provides award winning service everytime I go! More

I have had the servicing on my cars handled well for years by Don Pagano at Mercedes Benz of Naperville. He has always been attentive, knowledgeable, and ready to schedule an appointment for me even on years by Don Pagano at Mercedes Benz of Naperville. He has always been attentive, knowledgeable, and ready to schedule an appointment for me even on short notice. More

I have only needed service/maintenance on my 2004 E Series 3 or 4 times, but at each visit I was treated with respect, explained the best service options, done in a timely manner, and confident that my Series 3 or 4 times, but at each visit I was treated with respect, explained the best service options, done in a timely manner, and confident that my car will continue to carry me safely through my travels! More

After having only BMW's for the last couple years, I was worried about having a Mercedes and dealing with a new service department at a dealership we have never been too. During our first visit, the ass worried about having a Mercedes and dealing with a new service department at a dealership we have never been too. During our first visit, the assistant service manager Ed came up to us with a great attitude and helped us with every question / problem we had on our ML350 (which we didn't even buy here). He was extremely helpful and even pointed out some issues we weren't aware of...all covered under the MB warranty. Any reservations I had going there were turned around by Ed...my wife even had the same experience working with him. It was very refreshing. I took our car back in yesterday when the parts came in and he was again amazing to work with. He makes there service department just as good as what I had with BMW. If you are going here for the first time, I would ask to work with Ed and I you will be dissapointed. More

Negative service review for Mercedes-Benz of Naperville. Since I usually do not have the time to write feedback, I will normally just take my business elsewhere if I still have issues after repeated attempt Since I usually do not have the time to write feedback, I will normally just take my business elsewhere if I still have issues after repeated attempts to solve them. In this case, I must take the time to warn the community about the repeated poor performance from the privately owned Mercedes-Benz of Naperville dealership. To start with, I am a long-time Mercedes-Benz owner, even tempered, and always conduct myself in a professional manner since I deal in an industry which relies on integrity and client service. I am writing this review after dwelling on this issue for a couple of weeks in order to be as objective as possible. My problem initiated when our S55 required air conditioner service after failing a second year in a row on a 95+ degree day. Our car is black-on-black. Since we experienced an unexplained several day delay in having our car returned from service in April 09, my wife checked Yahoo to see if MB of Naperville had negative feedback. Upon reviewing the several negative feedbacks, but seeing many stemmed from one particularly disgruntled customer, I called MB of Naperville to hear their response. Late in the afternoon, I had a lengthy conversation with a service representative about the negative feedback which included reviewing our car history and personal information. Her response was conflicting and included: 1. I was not aware of any negative feedback 2. people with problems are louder than satisfied customers 3. we have no problems Since the weather was still 95+ degrees and the MB of St. Charles could not take the car for three days, I reluctantly made a 7:15 am appointment for the next morning. My wife was at MB of Naperville at 7:15 am for her appointment and was asked by a service rep to sit in the waiting room while another customer was being helped. Forty five minutes later and after no attention she went and stood by our car in the service area. After another 5 minutes and still no assistance she had to leave so she wouldn’t be further delayed for work. Our experience with the service reps at MB of Naperville is that they are very good at not making eye contact, not being proactive, and avoiding contact. After hearing of this incident from my wife I called MB of Naperville. I was connected to the same service rep I made the appointment with and she unapologetically told me that she couldn’t send a porter out to pick–up the car even though it was their fault. I explained that our car was black-on-black and that my wife is in business clothes which would make it very uncomfortable to return to the dealership during the mid-day heat. I also recalled our conversation from the previous afternoon. The service rep said she speaks to a lot of people every day and could to recall the conversation. Overnight, how does one not recall such a conversation when the topic of the conversation occurs the next morning? Service is extremely friendly until there is a problem, then the mood turns defensive and vague answers are provided. Some often used comments include: I don’t know, we haven’t experienced that … before, they (service manager) are currently on the phone or with other customers, we are short handed today…… There also has been a pattern of strong-arming to provide favorable service survey results. As of now we are very happy to be working with another MB dealer, an hour drive away, since they deliver the high standards of service and care one would expect from a Mercedes-Benz dealership. More