Mercedes-Benz of Little Silver - Service Center

I recently took my 2019 E63S Wagon here for repairs due to some fault codes and performance concerns. Given my well regarded, platinum-level Fidelity warranty, and previous excellent experiences with other to some fault codes and performance concerns. Given my well regarded, platinum-level Fidelity warranty, and previous excellent experiences with other mid to high-end dealerships (Mazda, MINI & BMW), I anticipated a straightforward and high-quality service experience. Unfortunately, my expectations were far from met. The initial interaction with my Service Advisor (SA) set an unusually negative tone. Immediately, I was greeted with dismissive comments about my warranty coverage ("Fidelity warranty doesn’t cover anything") and condescending remarks about my vehicle's age and mileage - this despite my vehicle being a well maintained and relatively new Mercedes with just 60k miles. Throughout the week-long ordeal, communication was virtually non-existent unless proactively initiated by me. When updates were provided, they were often incomplete, unclear, or delivered in a condescending manner. Specific points of frustration included: - No proactive communication or status updates from the dealership. I repeatedly had to contact the SA for basic information. - Misleading or incomplete information regarding warranty coverage. Fidelity, known for typically smooth warranty processes, offered to cover only a portion of the necessary repairs. The dealership’s explanation and handling of this matter were unclear and unsatisfactory. - An unclear and confusing diagnostic process, including receipt of a blank video intended as an inspection summary. - Difficulties in reaching the SA or anyone at the dealership when my SA was unavailable, with calls and texts frequently going unanswered. After deciding that the dealership’s quoted repairs were prohibitively expensive (and seemingly inflated beyond Fidelity’s approved coverage), I chose to retrieve my vehicle and seek repairs elsewhere. Regrettably, even this process was far from trouble-free. Upon collection, I discovered new damage - a noticeable scratch on the passenger window trim that was not present when I brought the car in. The SA's response to this concern was dismissive, and despite assurances that a manager would follow up, no such communication occurred. Diagnostic charges totaling $850, delays in collecting the car, and the car left parked blocking other customers just soured the experience further. The only positive aspect of the experience was that I was provided with a loaner vehicle, which is standard practice for service at this level but still appreciated. Overall, this was the worst service experience I've encountered across multiple automotive brands. For a premium brand like Mercedes-Benz, this level of customer care - particularly the poor communication, dismissive attitudes, and mishandled processes - is completely unacceptable. I strongly recommend seeking service elsewhere unless significant improvements are made. More

Bob has been our Service Advisor for over close to a quarter of a century. Besides Mercedes we have other luxury vehicles. However, in our experience with all the Service Advisors no one comes close to quarter of a century. Besides Mercedes we have other luxury vehicles. However, in our experience with all the Service Advisors no one comes close to Bob for Knowledge and Personality. More

Service advisor Michael was very knowledgeable and he was going through every item in a detailed manner. going through every item in a detailed manner. More

Our Service Writer, Bob, is a wonderful person and is such an asset to your company. He is definitely a keeper!!! such an asset to your company. He is definitely a keeper!!! More

Randi really goes above and beyond for you! It's great to have someone who ensures you're well taken care of and happy. It's great to have someone who ensures you're well taken care of and happy. More

Bob always does a super job . I highly recommend him for any kind of service. I highly recommend him for any kind of service. More

Very nice people very convenient to visit. We always do my services at Little Silver in the future and even when looking for new vehicle. We always do my services at Little Silver in the future and even when looking for new vehicle. More

Pleasant staff in carrying out concerns discussed with the dealer…and the Staff in picking up my car. the dealer…and the Staff in picking up my car. More

Excellent response and repair time. Great service overall. Particularly Steven Jung my service rep. I highly recommend Great service overall. Particularly Steven Jung my service rep. I highly recommend More

Without Bob, I wouldn’t be dealing with anyone else except for Bob and it’s a pleasure to deal with the company except for Bob and it’s a pleasure to deal with the company More