Mercedes-Benz of West Covina

It was difficult to get a call back. I've been a MB owner with 5 MB's for over the last 20+ years. Found myself stranded 50 miles from home due to street pothole that popped both passeng I've been a MB owner with 5 MB's for over the last 20+ years. Found myself stranded 50 miles from home due to street pothole that popped both passenger side tires after 8pm on a Sunday and eventually towed to the nearest MB (Covina) the next day. At my cost as MB emergency was not responding. Nonetheless my disappointment rests with Covina. First the assigned rep m, George, didn't respond to the text messages I sent. Yet this is how I was instructed to communicate. Had to call dealership AGAIN and told they would message him. Still didn't receive communication and tried again next day. Eventually, I simply got a message car was ready. No conversation. No response to my prior messages. Candidly I would have purchased all 4 tires but he saw me as no additional self revenue since my 2 destroyed tires were 'covered'. When I finally spoke to him. I requested for documentation on destruction so I could present to the city of Ontario for their negligence on pot hole. He refused. He said ma'am your paperwork already states pothole. I advised, yes, because that is what I advised when my car came in. But I'm requesting your professional opinion on destruction be listed in paperwork. As I intend to address with the city. He repeated. It already says that. My feeling - Okay great. Because that's what I said. You have no intention of assisting me to address the issue that happened. Which few people do because confronting a city is like confronting congress. I needed your help to validate what happened. That was a hard no, not going to extend you More

I recently brought my vehicle in for a routine service, and as always, my service advisor was very kind, professional, and attentive. I am very satisfied with his service, and it is reassuring to see that and as always, my service advisor was very kind, professional, and attentive. I am very satisfied with his service, and it is reassuring to see that his level of customer care has remained consistently excellent. However, compared with my previous experiences at this dealership, I was disappointed by two aspects of the service this time. First, the valet attendant at the drop-off area was not welcoming at all. He was wearing earbuds, did not greet me, and made me wait for quite some time before I finally had to approach him myself to get his attention. This was very different from the courteous and professional service I have experienced here in the past. Second, after waiting for a while, a woman who appeared to be assisting the service advisor came out. I am not sure of her exact role, but she took photos of my vehicle with her phone and appeared to check the mileage. Unfortunately, she did not introduce herself or explain what she was doing, and her manner came across as rather unfriendly. After that, I was left waiting again without anyone checking on me. When I eventually asked the valet attendant if I should wait inside, he simply responded, “Okay,” without any further assistance. I have been accustomed to a much higher level of customer service at this dealership, so this experience was quite disappointing. I sincerely hope this was an isolated incident and that the dealership can return to the level of professional and welcoming service that I have experienced in the past. The one positive, as always, was my service advisor, who continued to provide excellent and attentive service. I truly appreciate his consistency and professionalism. More

He is very kind and professional and speaking Chinese. He considers both vehicle safety and appropriate cost for his clients. He considers both vehicle safety and appropriate cost for his clients. More

Excellent Friendly advisor at store but poor services. my vehicle is sitting dealer for over a week for fixing engine light issue and B paid services. when I got back my vehicle, B service message is stil my vehicle is sitting dealer for over a week for fixing engine light issue and B paid services. when I got back my vehicle, B service message is still on and add on battery light is on. I just think This is a careless mistake. They just overlooked these messages. Advisor John took back my vehicle to reset service message but battery light is on (actually, I took back my vehicle and back to home. battery light is not show up again) but there had another issue happening is flat tire light on. it showed 2 front tires pressure is only 35 and 2 rear tires pressure is only 40. I was so frustrated all these issue pop up and my wife learned these and questions me is dealer just fixed the engine light issue but how about the B services? I did try to call back the advisor and left a message for call back.Unfortunately, I doesn't receive any call back. More