Mercedes-Benz of Chicago

I’ll start by saying mine was an uncommon situation. I’m located in MA and coordinated the whole purchase process online with this dealer. Regardless, this review highlights the negligence as well as th I’m located in MA and coordinated the whole purchase process online with this dealer. Regardless, this review highlights the negligence as well as the condescending behavior of the staff that led to more than a month of delay between purchase date of the car to receiving the registration/plates. Even if you are purchasing in person, I’d highly recommend you exercise caution as the staff aren’t customer focused at all! The purchase/delivery process started on July 25th and the car was delivered on August 2nd. That part went smoothly. The dealer did ship the car with temp plates valid for 90 days. Problem: the state of Massachusetts doesn’t allow its residents to drive a car with temp plates. The car has to be registered first! I tried to explain this problem to the staff and expedite the registration process. What followed was a month-long process where I had to repeatedly call for updates, escalate all the way to their GM to finally get this resolved. (I could’ve registered myself in a day, MA Registry of Motor Vehicles (RMV) allows walk-ins and issues plates on the spot). Issue #1 - the sales rep, Marcus Jones, took a very condescending tone and tried to explain like I’m a 2 year old, every time I asked him a question or requested something. For example, they hadn’t even started the paperwork for registration 1 week after the purchase. When I asked him to expedite this, his response was “hey, you gotta understand the state takes time to process, you have to put up with this bureaucracy”. When the truth was the dealer was sitting on the paperwork and hadn’t filed yet. Issue #2 - non-transparent and misleading on several occasions. As I stated above, they didn’t even initiate the process until 1 week after the purchase was completed. When I realized they were estimating 2-3 weeks from August 4th, I requested they send the paperwork to me so I can handle the registration myself. They told me that’s not possible and they would do everything to expedite the registration for me. On August 9th, they stated they had filed through a third party (Vitu) and that it was with the state. I checked with Vitu 7 days later and they told me it was still in final audit with Vitu, meaning it was never sent to the state. I even checked with my state and they said there was no paperwork received and that they would turn in registration applications in 1-2 days. The dealer even blamed the state for the delay but the truth is they messed up the paperwork and hence caused the delay. Issue #3 - lack of customer commitment/no sense of ownership Marcus was only focused on closing the sale, Lok (Finance Manager) was only focused on financing. I found it extremely hard to get one person to work with. I had to go all the way up to Dan Flood (GM) who helped contain the damage but not repair it. Cherry on the cake - the paperwork was finally submitted to the state on Aug 30th (yes, the dealer/Vitu sat on it from August 4th - August 30th while blaming the process/state for the delay). The state of MA registered/handed out the plates the same day to Vitu. It reflected in my RMV profile on the same day, that’s how efficient MA RMV is. Vitu said they would get the plates on Friday sep 1st and that they would overnight it to me. You would expect me to receive it on sept 2nd but no! The dealer gave them a FedEx express prepaid label which only delivers on weekdays. For a small fee they deliver on weekends. I’d have gladly paid the fee myself to get it overnight but I had to wait until Tuesday (Sept 5th) for my nightmare to end. I’ve gone a whole month unable to drive the car while paying my first payment which I think is extremely unfair. Not to mention, I went with their financing (even though 0.5% higher than my credit Union) as they said they would handle registration and I thought that would be convenient. Had I known their incompetence before, I’d have registered myself and saved on interest. More

Allysia is an excellent and very professional advisor She made the service very pleasant . I will next time ask for her to continue to be my advisor She made the service very pleasant . I will next time ask for her to continue to be my advisor More

Excellent service. Ask for Marcus he is very knowledgeable,honest, and helpful. He will address all of your concerns. Ask for Marcus he is very knowledgeable,honest, and helpful. He will address all of your concerns. More

Alyssia is great! She had great communication with me during the service and very responsive. She had great communication with me during the service and very responsive. More

Anatas was great , easy to work with returned my texts and emails quickly. At delivery he was constantly checking to make sure I was happy with the service I was receiving. I would definitely consider dr and emails quickly. At delivery he was constantly checking to make sure I was happy with the service I was receiving. I would definitely consider driving from Detroit again to with him again More

Professional and classy top notch team member I would return and advise my friends to look at the Chicago dealership return and advise my friends to look at the Chicago dealership More

Drive from Michigan for all my Mercedes service work. We’ll worth the travel, always a great job! We’ll worth the travel, always a great job! More

Excellent service from my service representative, Mr. Juan Vargas. He did a great job, and I was very impressed. Juan Vargas. He did a great job, and I was very impressed. More

The Team at Mercedes-Benz of Chicago service facility is by far a superior organization. The certified technicians are very skillful and were able to solve my complex problem with ease. The Advisor was extr by far a superior organization. The certified technicians are very skillful and were able to solve my complex problem with ease. The Advisor was extremely helpful and kept me up-to-date throughout my visit. Even the Service Managers checked in with me during my visit. If you are in the downtown area, this is the place to go! Thanks to all! More