Mercedes-Benz of Fresno - Service Center

I am super Disappointed with the overall culture and customer experience as a first time customer. Upon taking my vehicle to the dealership for an oil change I will admit I expected a little more engage customer experience as a first time customer. Upon taking my vehicle to the dealership for an oil change I will admit I expected a little more engagement from the team. I wasn’t greeted by anyone until my advisor approached my car. When I sat in the lounge awaiting the service completion I observed other guests being greeted and offered snacks and beverages staff coming in and out of the space talking with them. However ironically no one made contact or bothered to say hello. Finally I engaged Ali and shared my concern in that I had watched him bounce around in the space and take initiative to offer beverages and snacks to other guest and not once did he ask me. Fed up with the experience I finally asked him if there was a reason this was so? He apologized and said that he was sorry that it happened that way. Instead of taking ownership and turning around the situation I found it disgusting that Ali passed blame that the location was working on the culture there, had decreased staff and was working on the space in general. Hear me well it doesn’t matter what excuses were given or why members did not take time to make eye contact or create a better customer engagement but your lack thereof was felt by a first time visitor who will identify another service provider even if I have to drive further. To spend a nickel with anyone let alone almost $200 today on an oil change and receive the lack of service and engagement is absolutely horrible. Super disappointed won’t be returning and will spread the word to others. Honestly I was told not to make the appointment but I figured it would be different- so sad it wasn’t. More

I would like to give a shout out to Mike B from Service advising as he perfectly embodies the three principles of being disingenuous, dishonest, and apathetic. He is everything that is the antithesis of cu advising as he perfectly embodies the three principles of being disingenuous, dishonest, and apathetic. He is everything that is the antithesis of customer service. Mike was uninterested and disingenuous when I told him I wanted to take my broken car to another service location because the service quote Mercedes gave me was too expensive considering how old my vehicle is. He gave me no other options, nor did he try to work with me, and instead I was given a look of disdain and treated as if I was stupid. I was fortunate enough to have met Mr. Lamont who was concerned for my broken sounding car and my safety, and did his best to negotiate the price with me and ultimately convinced me to keep my car with them for service. BUT I regret that choice. When I had ultimately decided to go ahead with the repair on a Wednesday, I had been told it would be ready by Friday by Mike. When Friday came by, no one from Mercedes reached out to me about the status of my car and I had to call them myself to ask what was the situation. It was only when I had called that Mike told me only the parts had just came through and my car hasn't been worked on yet, so it would not be ready until the following Monday. When I mentioned to him that he was the one who told me my car would be ready by Friday when I originally decided to go ahead with the service, Mike not only gaslighted me but denied that he ever said that. There was no accountability to even admit his own mistake or miscommunication. As a result of his miscommunication, this has costed me several days worth of Uber/Lyft rides. Lastly, on the day of pick up, as if it were even remotely appropriate, Mike had thought it would be smart enough to make a joke about my financial status given my employment. "Oh, if you're a [my job], why didn't you just pay the full price then, haha" I shouldn't have to explain that everyone comes from different backgrounds and I didn't come to Mercedes to have to explain my own financial situation to anyone and be looked down on. I came to Mercedes because I have before in the past to other Mercedes service locations (not the Fresno one) and I care for my car that I have been driving and dependent on for a long time. Mike has demonstrated to be apathetic to any customer given his reputable history of repeated terrible reviews here on Google. Unless I am blind or someone cannot read, it is amazing that he still has a job there at Mercedes. It has been clear that someone has not learned "if there is nothing good to say, then just shut your mouth." Mr. Lamont thank you for your customer service. It is something that Mike has yet to learn and add to his vocabulary. I hope you plaster this review next to his desk as a reminder of how much of a great employee he is and how much he means to Mercedes. He truly goes above and beyond treating his customers poorly. It's amazing that he is one of the first faces you will see if you try to bring in your car for repair. I would rather have driven my broken car and crashed than to be serviced with Mike. This is just utterly very unprofessional service, especially at a Mercedes dealership. I would NEVER come back again because of how degrading and irresponsible Mike was. More

Good Job service and sales. Very pleasant experience, the service adviser lady was very professional. Very pleasant experience, the service adviser lady was very professional. More

Took my car in for a recall issue and a set of new tires. Service Rep took very good care of me upon my arrival and made sure all the issues would be addressed. Car was ready for pickup at the end of the day Service Rep took very good care of me upon my arrival and made sure all the issues would be addressed. Car was ready for pickup at the end of the day and again Service Rep Brandon Puga went the extra yard to help me with a rebate for the tire purchase. I've always had great customer service at this dealership. That's why I keep going back.. More

Abel was very informative and communicated with me on a timely manner. Made sure that everything was taken care of for me. timely manner. Made sure that everything was taken care of for me. More

Took my car in on a Wednesday, it wasn't looked at until Thursday afternoon. Received update after I inquired about one @12:30. @3:30 received another update which was a half hour after I inquired again @3 Thursday afternoon. Received update after I inquired about one @12:30. @3:30 received another update which was a half hour after I inquired again @3:45 was told they would have update on Friday I just needed to know if I needed a rental Also on Thursday @3:45, they close at 5, asked how long I would need rental and didn't receive a response until friday morning. I was just making sure I had a way to get to work. friday @ 10:00am said I had rental until Saturday, service department is open until 3, BUT NOT FOR REPAIRS, Oscar didn't think it was important to let me know that though, as he responded with "No problem, Thank you" . Monday left 2 messages, just so I knew if I needed a RENTAL! I needed to get to work!;It wasn't until I messaged what horrible service this was Oscar called and said car would be ready Tuesday. On Tuesday didn't hear anything until after 2pm and AFTER I SENT A TEXT. Was told car would be done by 3. IF I HAD BEEN GIVEN SOME NOTICE I could have made arrangements to pick my car up before closing! But when it's 3pm and they are just testing it it's kinda difficult. After receiving 5 messages and a phone call the entire time my car was there, I received 9 messages from Oscar in 2 and 1)2 hours, that it took me to drop off car and get to the Mercedes shop! Oscar was kind enough to provide a lift AND give the WRONG ADDRESS for pick up. Once at Mercedes Oscar made sure I understood that he WAITED for me, as he stated it at least 4 X's. After paying almost $1200 dollars that was after $350 was removed to pay for rental, and being told how unsafe it would have been to continue driving my car, by Oscar, I turn my car on and SAME lights are on! I tell Oscar and he advised me to drive it home anyway and then on Wednesday he will have someone pick it up from my work and return it when they are done. Not until 3pm did I get an update and thinking they would be bringing my car back, I didn't reserve a rental. After the 1st invoice stated no moisture was found, this time water was found! And apparently A LOT, although they sent pictures of wires there weren't any of all the water they supposedly found! This was @1pm on wednesday. Took an Uber to try and get rental waited 4 hours and Avis said it would be another 2 hours wait! Didn't hear back again until Friday @ 4:45 and after I left 2 messages. That weekend I gave up on rental and lost an average of $350 from my 2nd job because I had no car. I went in on Monday to talk with Jeremy, the service manager. I had left a message the previous weekend and never returned my call, BUT, he did acknowledge my message! The person who worked on my car never talked to me only Iscar and Jeremy and tried to feed me with a bunch of xx. I said I refused to pay MORE money and was told, after Jeremy asked if I had faith in them fixing my car which I said no, to take my car and get off the property and that we were never to go back there again. My car was still in the service department all torn apart, so I had to wait until Tuesday when they put it back together. That was comforting! Got my car back with no power to the passenger seat or rear driver's side window. The refund was what I paid for JUST the service, the rental fees weren't added. The BBB is a joke, they are funded by the businesses that they provide ratings for. I was having to banter with Mercedes Benz of Fresno for the rental fees and not until I pointed out that Mercedes Benz of Fresno was even responding correctly to my complaint, I don't hear another word. And Mercedes Benz of Fresno just kept replying "This matter is closed at MB of Fresno" if you still take your car to Mercedes Benz of Fresno document everything. This is what I dealt with for almost a month and I am still dealing with it. I do plan on leaving this review anywhere I can. Oh and I did leave a message for the GM, John Hernandez, but didn't get a response! That shouldn't surprise anyone! More

My eco stop/start system was not working. It turned out that the battery I recently purchased was bad so there was no charge. I was happy it wasn't something major. I always feel confide It turned out that the battery I recently purchased was bad so there was no charge. I was happy it wasn't something major. I always feel confident about bringing my 2015 S550 here because I feel they are honest, have expert technicians, and keep my cream interior clean. My service advisor Abel is friendly and professional. More

Staff very friendly and professional as always. They always seem to be able to take care of all of my problems quick and kindly. No loaner available but they reserved and rented me a car, then gave They always seem to be able to take care of all of my problems quick and kindly. No loaner available but they reserved and rented me a car, then gave me a ride to pick up the rental car. More

Attentive, Friendly service from very friendly people! Appreciate the good service and the loaner car! Appreciate the good service and the loaner car! More

Not upfront about repair cost. Was told all 4 tires needed to be replaced at 24990 mileage. The car had a little over 8,000 miles when leased. We were asked if the car had new tire Was told all 4 tires needed to be replaced at 24990 mileage. The car had a little over 8,000 miles when leased. We were asked if the car had new tires when it was leased. We did not know. Our fault but not good customer service on your part. This car was rarely driven and never driven out of town. It doesn't make sense. My husband forgot about the $150.00 spring service offer. It wasn't verbally offered at time of pick. Our fault but not good customer service on your part. More