Mercedes-Benz of Richmond

So far so good. This is first service visit & I hope it’s always this way. This is first service visit & I hope it’s always this way. More

A luxury brand, lousy service: my disappointing experience with a West Broad Mercedes dealership." I want to share the email I sent to the management of this dealership. I got no response at all experience with a West Broad Mercedes dealership." I want to share the email I sent to the management of this dealership. I got no response at all. None. Zero. I am writing to tell you how disappointed I am with your sales team. My wife and I felt disappointed when we should have been exhilarated at purchasing our second car from Mercedes on West Broad. My wife and I purchased a 2021 Mercedes GLC 300 a few weeks ago. Our salesman, Sean, was nice enough but needed to thoroughly review the features and, more specifically, the lack of parts in our car. He did not do so. We expect more from a Mercedes dealership. We called Sean to point out our concerns, but he shrugged them off and made us feel it was our fault that we didn't specifically ask about them. The two features in question were Sirius/XM radio and Wireless Bluetooth Apple Car Play. Two features we felt would have been standard in a 2021 Mercedes. Not deal breakers, but things we would have liked to know about before we made a decision. The lack of these features is not the real problem. How things went from there is the problem, and why my purchase, which was not my first car bought from your dealership, will be my last. We expect more from a Mercedes dealership. Two days later, my wife went to the dealership to drop off the keys to our trade-in, a 2015 Mercedes GLK350, and Sean again did little to nothing to help solve our disappointment in our purchase or walk my wife through the features. He again shrugged it off. We were looking for solutions to our unhappiness and got none. Sorry, you are unhappy, thanks for sale. Two weeks later, Sean followed up with a phone call and, for the THIRD time, did not take our concerns seriously and again, basically said sorry your unhappy, thanks for the sale. At that point, I had enough and called the dealership and spoke to the sales manager, the guy who "closed" the sale with us. I think that was Joe. I spoke with him for a while and got the same line I had received from Sean; Sirius XM and Wireless Apple Car Play are not standard features, and we should have specified that. Is Sirius SM not standard in a Mercedes? The paperwork we got with the vehicle even had Sirius XM literature included. We have it in our 2015, our 2010, and in my new truck. Once again, the disappointment in the features of our car is not the basis of my disappointment with your dealership. The sales manager assured me he would get with the service people and offer me some solutions. At the very least, I expected him to set up getting these features installed at dealer cost, and I would have happily paid for them. I told him that. I am not looking for a handout. I am looking for the service I expect from a Mercedes dealership. We have owned several different models and dealt with several dealerships. That call was several weeks ago. To date, I have yet to receive word from your dealership. What a consistent and stunning display of lousy customer service. We expect more from a Mercedes dealership. Not only did you lose a repeat customer, but you also lost our family, friends, and anyone who would ever ask me about my car. All it would have taken was the primary customer service I would expect from Walmart or Target, which I did not receive from a Mercedes dealer. We expect more from a Mercedes dealership. More

I was running about 20 mins behind because of traffic, they still saw me and got me in and out in under an hour they still saw me and got me in and out in under an hour More

My wife and I appreciated working with Logan Bunger and the efforts of those working behind the scene. Logan was informative, helpful, empathetic and followed through with a high level of professionalism. the efforts of those working behind the scene. Logan was informative, helpful, empathetic and followed through with a high level of professionalism. The same is to be said of those in the service department whom we haven’t had the pleasure of meeting. We had a few issues on a new GLE where Logan and the service department worked with a high level of expertise to satisfy and resolve these issues. More

Very professional and courteous listens to the customer concerns has a beautiful waiting area and refreshments concerns has a beautiful waiting area and refreshments More

Drive in, immediately seen by service rep - timing explained. When one add'l thing required, provided loaner car and told when my car would be ready, which it was. explained. When one add'l thing required, provided loaner car and told when my car would be ready, which it was. More

very responsive & customer first mentality! He D a very good experience with Tim & all others i dealt with on my k ast visit. All staff went out of their way to go above & beyond!! He D a very good experience with Tim & all others i dealt with on my k ast visit. All staff went out of their way to go above & beyond!! More

I was very pleased and appreciative of the thoughtful and efficient service provided by both Cheryl Bowman (Sales) and Steven Hunnewell (Service). They were very professional and helpful. Overall it was on efficient service provided by both Cheryl Bowman (Sales) and Steven Hunnewell (Service). They were very professional and helpful. Overall it was one of the best car buying experiences that I have ever had! More

I love my new car. Great experience. Irvin was wonderful and extremely professional to deal with! Great experience. Irvin was wonderful and extremely professional to deal with! More