Mercedes-Benz of Arrowhead

I have visited the dealership for service a couple of times and have not been satisfied with my experience. My service advisor was Nicholas Thompson. During my first experience they tagged an additional times and have not been satisfied with my experience. My service advisor was Nicholas Thompson. During my first experience they tagged an additional $100 to the bill for services that had not been discussed, authorized or communicated. My second experience was for worse than the first one - a typical "bait and switch" tactic. I was quoted $199.99 for a service, but when I got in Nicholas Thompson wanted to charge over $500 for the same service. The final straw was when the service department tried to "up sell services" that are NOT part of the Mercedes Benz maintenance requirement, but "RECOMMENDED" by the dealer. These services are flagged in "YELLOW" with a "CAUTION" status, making you feel that the vehicle really needs a lot of work done - the fact is that its a ploy to generate additional income, in my case I came in for a service for $199.99 and the dealership attempted to make an additional $1520.25 from me - No wonder the consumer does not trusts car dealerships. So be prepared before going to this service department. More

I picked up what I thought was a ‘new’ 2011 GL450 from the dealership in Oct 2011. I am only writing this now because even after trying to get the issue sorted out with them for more than 6 months it is s the dealership in Oct 2011. I am only writing this now because even after trying to get the issue sorted out with them for more than 6 months it is still not resolved and clearly the company doesn’t wish to resolve it. I contacted Jeff Lane of Mercedes-Benz of Arrowhead through the Edmunds online service for new a car purchase (GL 450) and it appeared that they had the specifications that I was looking for. At the initial discussion; I was told that the car was at the sister dealership (Phoenix Motor Company) and that they were willing to bring it down for me. When I test drove the vehicle and enquired about the 500 plus miles on the vehicle; I was told that it was built in December 2010 and in the 10 months that had lapsed it was test driven by several potential customers (Intuitively, this made sense as they said that each test drive would put 10-15miles and since the car was in the dealership for 10 months the miles would translate to about 3-4 test drives a month). I picked up the car and 2 months later got a service warning and when I called the dealership they said that the odometer should have been reset before it was sold and instructed me to bring it in. Since I lived closer to another Mercedes dealership; I took it in and told them what I was told by Mercedes-Benz of Arrowhead. To my surprise they informed me that the car has been on the road since December 2010 and was still registered to the dealership in California. When I called the dealership they told me that I had purchased a ‘golf car’ ( I didn’t know what that meant then but these are cars that are used for transportation in golf tournaments) and that I should have known that. When I told them that this was never disclosed to me; they were rude and obnoxious about that and almost called me a liar. Appalled by the sudden change in attitude; I approached Jim Astuno who was the general manager there. He further supported Jeff and dragged other sales members into the conversation and I have never felt more humiliated or insulted before. I eventually told them that although I found the way they conducted their business unethical and misleading, I was happy with the car and all I wanted was the additional I-year of warranty since the car’s original warranty had started in Dec 2010. They initially agreed but dragged their feet and eventually refused to do that. My personal opinion is that the team there tries to get your business using any means possible and after that they really don’t care. I hoped that this was a one-time issue but after talking to other colleagues who have picked up their cars there-they tell me that they will never return back. I wish I had known that before I approached Jeff Lane initially. I have purchased 4 other Mercedes in the past from other dealers and have had impeccable service. This company from top down has an unacceptable ethical standard that borders on a deliberate effort to defraud their customers. More

Bob Cross was an excellent sales person,and nice person to do business with. Bob also took his time in explaining what the car had to offer. He is a good business man. to do business with. Bob also took his time in explaining what the car had to offer. He is a good business man. More

STAY AWAY FROM ARROWHEAD MBZ. Watch out for promises made. Please get things in writing as they will go back on the promised work / deal. made. Please get things in writing as they will go back on the promised work / deal. More

Arrowhead of Mercedes Service deaprtment is sub par. No Arrowhead of Mercedes Service deaprtment is sub par. No one greets you at the curb side. Stephanie, the service advisor, has been late too both of my Arrowhead of Mercedes Service deaprtment is sub par. No one greets you at the curb side. Stephanie, the service advisor, has been late too both of my appointments and was not speedy to get me on my way. 45 - 60 minutes to drop of my GL450 is unacceptable for World Clss Service at A mercedes Benz dealership. More

DON'T GIVE THEM ANY DEPOSIT!!!!!!! They make you sign a non-refundable partial payment agreement, and no matter what the reason, they keep your deposit if you do not purchase the vehicle. Also, check out non-refundable partial payment agreement, and no matter what the reason, they keep your deposit if you do not purchase the vehicle. Also, check out the Better Business Bureau complaints. They have SIX complaints and are considered very unsatisfactory. In order to stop them "stealing" from other potential victims, I have filed a complaint with the Attorney General's Office. I did business with their other dealership, Phoenix Motor Company. For your own well being be very careful. They are terribly shrewd. More

Brand new dealership just opening and the staff is very friendly. As a new store in the Phoenix market they appear to be willing to step up and provide a competitive price, and they say service. Since whe friendly. As a new store in the Phoenix market they appear to be willing to step up and provide a competitive price, and they say service. Since when I bought my car they have not opened service I can't comment, but I have reveived a letter from the sales consultant and the service manager. That is a good sign. When we purchased our new car it was not as clean as it could have been. They arranged for us to return and have it cleaned the following week. They did miss a few small items but overall it looked great. More