Mercedes-Benz of Annapolis - Service Center

I bought a new Mercedes from these folks a few years back and continued to service my older Mercedes with them. Service was never very good for either car. At one point, the older car needed a large amount and continued to service my older Mercedes with them. Service was never very good for either car. At one point, the older car needed a large amount of service, and I had Mercedes of Annapolis do it. They not only didn't do the main part of the work right, they charged me for stuff they didn't actually do, and broke a couple of items that weren't broken when I brought the car in. I asked Mercedes-Benz USA to do get involved in trying to come to a reasonable accommodation, but they said they weren't interested in helping out with poor service on a used Mercedes. I only go to these folks now if I have something that MBUSA requires to be done at the dealer. Even then, sometimes I trek all the way out to Silver Spring to avoid these schlubs. The dealership in Silver Spring (used to be Herb Gordon Mercedes) has really fallen in quality, too, since merging into the same company as Mercedes of Annapolis. I'll look at some BMWs and Lexuses next time I need a car. More

A mostt unsatisfactory service experience. Car in at 9 am. Promised by 3pm. Not done until 3:45. No one seemed to no what was going on. Required to get in line to get in another line. No Over all resp am. Promised by 3pm. Not done until 3:45. No one seemed to no what was going on. Required to get in line to get in another line. No Over all responsibility for complete job. Very in efficient More

We began receiving the "replace battery in key" message shortly after purchasing our new E350, and we replaced the batteries in both keys within a month of purchase. When the message reappeared ea message shortly after purchasing our new E350, and we replaced the batteries in both keys within a month of purchase. When the message reappeared earlier this year we became concerned, and mentioned it to our service advisor, Frank Wilson. Frank swapped the batteries again, and asked that I keep an eye on the keys. One month later it happened again, and Frank advised swapping the keys. He informed me that the keys were found to be malfunctioning. When I picked up the car, only one key had arrived. I told him I could return to Annapolis to pick up the other one when it came in, but he offered to have one of the drivers bring it by my house. Unfortunately, the day that the key arrived at the dealership the drivers were already booked solid. I again offered to drive down to the dealership to pick up the key, but was told that someone would take care of it for me. The next thing I heard was that the acting Parts Manager, Richard Hamilton, would bring the key to me after work that evening. As promised, he showed up at 6:30, having braved a real downpour en route, and handed me my key. He also stuck with me until we confirmed that the key was functioning properly (but that is another story). I must say that I was quite impressed by this gentleman, who was willing to "go the extra mile" (or, in my case, the extra 22 miles) to make sure that my problem was resolved. More

Troy Gresham , Service Consultant,was extraordinarily helpful and accommodating in providing me with an immediate response to an urgent need for repair of my car on a busy holiday weekend. He greeted me helpful and accommodating in providing me with an immediate response to an urgent need for repair of my car on a busy holiday weekend. He greeted me in a warm and attentive manner. He made me feel as if my request was important to him and assured me that the service I needed could be provided. And, I arrived at the shop WITHOUT an appointment, as my car had an unexpected breakdown. Despite being very busy, he saw that my car was repaired in a very short time. Troy is an example of the best of customer service. thank you, Troy! Dave Fagley, the technician who serviced my car, was very helpful in explaining the problem and describing what was required to fix it. He gave me confidence that he could do what needed to be done. thank you Dave. More

We decided to take advantage of your offer for a free spring check-up on on our 13 year old ML320. We continue to use it for various purposes and have always enjoyed it. However, because of its age we spring check-up on on our 13 year old ML320. We continue to use it for various purposes and have always enjoyed it. However, because of its age we were concerned about what might go wrong unexpectedly. The comprehensive review that was offered was just what we needed. And when we met with Troy, we were very happy with how he made the system work for us. As a result a number of key problems were identified and repaired. The work took a few days to complete but a loaner car was made available to us. In addition, we commend the attitudes and helpfulness of everyone we came in contact with. Congratulations on running an excellent service organization. Joanne and Jim Rule More