Mercedes-Benz of Houston North

I recently had three deaths in just two weeks prior to I recently had three deaths in just two weeks prior to this, and the day of my appointment for an oil change was the day of my fathers services foll I recently had three deaths in just two weeks prior to this, and the day of my appointment for an oil change was the day of my fathers services followed by his burial the next day. My previous call to this dealership to inquire about possibly having a loaner car during my maintenance wasn’t very pleasant however I still choose this service department to perform the first maintenance of my vehicle. I had been under the impression my contact person would be Steve Davis, however when I arrived Chris Montoya was the gentleman who checked me in. Besides having an oil change, I brought up two other issues I asked to be looked into. Three hours after waiting in the lobby I had a hard time locating Chris and when I finally did find him he had already began working with another client, I asked if he would check the status of the work being done because it was not going on three hours. He continued to work with the other clients rather then do a quick check of my status to give my an update. After another 15 min I asked the cashier to speak to the manger to possibly get Chris some help since I felt he might be over extended with clients being that I got left on the back burner, at that time another employee over heard my request and said she would look into the status for me, Now my emotions were running high, I had more things to do then time allowed especially after being told loaner cars were not available nor provided for oil changes. After the three hours of waiting, my car was pulled up immediately just to find out I have to reschedule the two other issues I asked to be looked at, so all this time was wasted sitting around while my vehicle just sat there. This brought on tremendous stress as I was already dealing with the death my of uncle, sister in law and now my father. Had a loaner vehicle just been provided I could have left my car all day if need be but the way I was treated with no regard of my time was so disappointing, and to be pushed to the side so another customer could be help after waiting for three hours should not have happened. That morning I sent an email explaining my disappointment to Eriek Griggers and Darrell Williams and never got a response from anyone. More

These guys are all about the "Sale". Customer service is bottom of the barrel, and the GM and his team are right out of a crappy movie with their one liners. Finance department is super high pressure bottom of the barrel, and the GM and his team are right out of a crappy movie with their one liners. Finance department is super high pressure and want to sell you everything under the sun. More

Absolutely Unresponsive - Zero Customer Service If I could leave a zero star review, I would. We purchased a 2019 GLS-450 in December of 2018. While Dutch, the salesman was fine, the dealer ratin If I could leave a zero star review, I would. We purchased a 2019 GLS-450 in December of 2018. While Dutch, the salesman was fine, the dealer rating is dragged down by the absolute worst experience in finance department. The Finance person, Tariq, was absolutely condescending and extremely high-pressure, especially when he found out we weren't going buy the "Platinum" package that "every S-Class purchaser must have." Fast forward to December 2019 and the introduction of the 2020 GLS-450 with second row Captain's Chairs and a touch screen infotainment display. We made the decision to trade in our 2019 for the 2020 because it works better for our situation. Because of the awful experience at Houston North, we drove out of our way to Mercedes of The Woodlands to trade-in and purchase the new GLS. The difference in the process was amazing and I can see the difference in a locally-owned dealership and one owned by AutoNation. Because we had purchased an extended warranty and prepaid maintenance for the 2019, we are due a 100% refund on these products as we never did use them. Unfortunately Mercedes requires the selling dealership to process the paperwork. We have been trying for over a month to get this paperwork processed as Mercedes owes us quite a bit of money. We have provided all of the necessary paperwork to process the refund. All calls and emails to the Finance Manager, Frank Castenada, go unanswered. The times I have gone to the dealership in person, there was "no finance person available to assist you." I have also reached out to the Assistant General Manager as the General Manager, Ivan "was not available." The AGM has not responded to us, either. I am amazed that someone would do business in this manner. What is required to process my refund?? C'mon AutoNation! More

Terrible customer service and poor management skills and communication. Never called back. I had to initiate every conversation only to be met with my time completely wasted. Don’t recommend at all communication. Never called back. I had to initiate every conversation only to be met with my time completely wasted. Don’t recommend at all More

Takata recall replacement A week ago, I finally received the notice that the Takata airbag replacement had arrived. I have waited for years for this recall notice. So, I imme A week ago, I finally received the notice that the Takata airbag replacement had arrived. I have waited for years for this recall notice. So, I immediately called for an appointment at this dealership. I bought the car there. I requested a loaner and the service operator said no problem. The appointment was 5 days after the call. Upon arrival, I met with my service representative and another representative who join in. At that time, I was thinking why do I need two reps on a simple service. The second rep tells me, "if i want to wait the 3 hours". I said no, that I have a loaner scheduled and I need to be in Court. I practice Law. He tells me that he does not have any loaner available. I was in utter disbelief. My question, why, and what happened to the reservation for a Loaner? He just repeated the same and that I can reschedule. I just walked out. On the way downtown Houston, I called the dealership and requested to speak with the service manager. I was directed to his voice mail. I left a message. As of writing this, 24 hours later, I have had no one reach out to me from the dealership. I could understand that they could have overextended the loaners, but they could have called me before I my appointment. The two service reps showed very little interest in helping me. I left the dealership with the impression that this dealership did not want to deal with the recall. Very poor service and customer relationship. More