Mercedes-Benz of Pleasanton

I purchased my 2012 Mercedes C250 from Mercedes Benz of Pleasanton in 2014. They have performed all the maintenance and repair services since the time of purchase. In January of 2021, I brought my car in Pleasanton in 2014. They have performed all the maintenance and repair services since the time of purchase. In January of 2021, I brought my car in for a repair that was not covered by warranty and was estimated to cost $1400 plus tax. After shopping around at nearby foreign car repair establishments (all of which quoted me a price far lower than Mercedes of Pleasanton), I decided to continue having Mercedes of Pleasanton perform my repairs, including this one. When the repairs were completed, I picked up my car and drove a short distance home. The next time I drove the car, I reached into my console only to find that all of the gift cards (roughly $900 in value) were missing, stolen actually. No one other than me and Mercedes Benz of Pleasanton had access to my car. I called on January 25, 2021, the next business day to address the issue and was told someone would get back to me within 24-hours. It took management two weeks before they called me back just to say, “They’ll investigate the matter.”. Approximately 7 ½ weeks passed before management got back to me saying “Yes, an employee had stolen from me.” and approximately 5 months passed before I was reimbursed the gift card value. To add insult to injury, management initially offered me a service credit of $745, which is $155 less than the total value of the gift cards, to be used at their dealership. When I said a service credit would not work for me, they said it was either a service credit or nothing. I tried contacting Mercedes Benz USA to see if they could help but received a generic response stating that each dealership is independently owned and to contact the dealership directly. I had to contact upper management multiple times to get the issue resolved. My hope was that purchasing a higher end car with brand recognition such as Mercedes Benz would expose me to better customer service. My biggest concern is that not only was there no sense of urgency in fixing the wrong done to me by one of their employees, their mismanagement of the situation and utter dismissal of me, their loyal customer, made it seem like they were doing me a favor when I was the violated party. They weren't very apologetic, were slow in rectifying the situation (crime actually, let’s face it, their employee stole), and did not make me feel like a valued customer of 7 years. I had every intention of purchasing a Mercedes GLB for my next car, but I cannot in good conscience purchase a Mercedes knowing that this is how this dealership and their corporate parent company treats their customers. I’d encourage you to think twice before giving your money to any business that is not interested in valuing their customers and quickly fixing substantial errors like employees stealing from customers. I’ve attached a timeline of what happened. I hope this helps. Timeline of Events 1/19 – Delivered car to Mercedes of Pleasanton for overnight drop-off. 1/20 – Scheduled repair. 1/21 – Repair completed; picked-up car; drove straight home. 1/23 – Discovered gift cards were missing. (First time driving car after pick up from service.) 1/25 – Contacted my service advisor to report missing items. Was told I would be contacted in a day. 1/29 – Sent text to service advisor re status of claim. 02/01- Called service advisor. Was asked to provide a list of missing gift cards. Was told I would receive a status update within 24-hours. 02/05 – Was called by Service Manager who informed me that she was aware of the situation and that they were investigating. 02/11 – Last communication from Mercedes of Pleasanton - Received a call from Service Manager stating that they were still investigating the matter. 2/23 – Sent email to Mercedes Benz USA regarding this matter with updated gift card list. 2/24 – Received generic response from Mercedes Benz USA (corporate parent) stating dealerships are independent, and that my letter would be forwarded to Mercedes Benz of Pleasanton 3/19 – Received a call from Service Manager stating that their investigation was concluded confirming that one of their employees had stolen my gift cards. She offered me a service credit for $745. 3/23 – Sent email to General Manager, Service Director, Service Manager asking for full cash refund of gift card value. 3/23 – Received email from General Manager stating I would receive a check in the full amount of the items stolen. 4/13 - Emailed General Manager regarding status of check as I had not received it. 4/13 - Received email saying he thought it was handled. 4/22 – Having not received my check, I file police report with Pleasanton Police Department . 4/28 - Called Mercedes Benz to speak with General Manager. Was not available, message left. 5/4 – I was contacted from someone in the Finance Department regarding issuing a check, inquired about my address. 5/7- Received check from Mercedes Benz of Pleasanton, FINALLY! More

THIS DEALER LIES AND CHEATS PEOPLE BE CAREFUL. I usually do not file complaints but this dealer lied to me about the car I bought. When I called about it I was hung up on by the sales manger. I was cheated do not file complaints but this dealer lied to me about the car I bought. When I called about it I was hung up on by the sales manger. I was cheated by them in reference to multiple issues. I purchased a Certified pre owned SL 400 and was told they put four new tires ion the car. They looked very clean and I trusted the dealer because I could not imagine they would lie. I have had Mercedes cars for thirty years and always found their dealers honest. It is 8,000 miles later, when I had the car serviced by another dealer I was told the tires where never changed and I needed new tires for $2,200. There where a few other issues but the they blatantly lied about putting on all new tires. We where very clear that I would not purchase the car without new tires and they assured me they where new. More

Horrible service in sprinter department , Manager MARK WASHINGTON and Associate VIRGIL CANSECO not professional , not friendly ,HORRIBLE CAR BUYING EXPERIENCE , I wasted time trying to buy sprinter WASHINGTON and Associate VIRGIL CANSECO not professional , not friendly ,HORRIBLE CAR BUYING EXPERIENCE , I wasted time trying to buy sprinter More

Purchased a used cargo van from this dealer, and when they cleaned the cargo area of the van on the morning that I came to pick up the van, they had sprayed water on the floor of the cargo area of the va they cleaned the cargo area of the van on the morning that I came to pick up the van, they had sprayed water on the floor of the cargo area of the van, and water had seeped underneath to the carpet pad attached to the rubber floor liner in the cargo area. First they argued that it wasn't wet, then when I reached under and could feel the water in the pad and forced them to do the same thing with their fingers, the "reconditioning service manager" agreed to remove the liner and pad, turn it over to dry out the carpet padding, and clean the musty smell out of my new van. When I returned two days later, they had parked it on the rooftop level of the garage, had not removed the liner or the padding, (they had only partially lifted the back half of the liner and carpet pad up to let a little air in to that area), and they rolled down all the windows and opened the doors as and parked it in the sunlight. The sales guy assured me it would be fully dried out, clean and ready to go in two more days. Two days later I picked up my van, and after the first night at home it was filled with the odor of mold. Sure enough, I removed all the carpet, and there was mold and moistur eon the floor, and the carpet padding was soaking wet, on the entire front third of the floor liner in the cargo area. The moisture meter reading I took was 33% on the carpet padding under the liner. Sent photo to them, contacted them, no response. These guys are crooks...buyers beware. I will never shop there again. More

Horrible service department. I took my 2020 car for warranty service and they made all the excuses to charge me for the repairs. never going back there. avoid it at all costs. warranty service and they made all the excuses to charge me for the repairs. never going back there. avoid it at all costs. More

No Integrity They made false claims about their service contract. Then their service department ripped me off. The service manager, Mark, is a lier. DO NOT TRUST H They made false claims about their service contract. Then their service department ripped me off. The service manager, Mark, is a lier. DO NOT TRUST HIM! More

Dealership with no integrity Avoid this dealership at all cost. I bought an used Acura TL from them several weeks ago. I only got one key for the car I bought. Both before and aft Avoid this dealership at all cost. I bought an used Acura TL from them several weeks ago. I only got one key for the car I bought. Both before and after I bought the car, I kept asking for the second key since every car should have them right? My sales Jenny just told me not to worry, she will ask somebody to look it for me after the manager came back so I agreed to closed the deal base upon that. Afterwards Jenny kept telling me she would check on it but weeks passed by and I still didn't get the key. So I decided to give them a call. Their sales manager answered and told me I should contact Jenny and he is not responsible for this. I told him the whole situation which I asked Jenny for the key and waited several weeks now. He checked the record for me and told me that on their system, there is only one key that are associated with this car. He also told me that "you bought a car which is nine years old! We sell it as it is! We have only one key and we have what we have! I know you may negotiate differently if you knew that the car only have one key but sir, you already get the discount and you did not pay for the full price sir!" Just Because I got a discount on the car and just because my car is nine years old, I suddenly got no right asking for some basic integrity from them to let me know the situation before I bought the car. EXCUSEEE ME??? What happened before I bought the car? What happens to all of those promises you made before you close the deal with them? Shouldn't I get acknowledged that the car only have one key before I bought it????? To me this key or even this car don't worth too much but that's not the point. To me this whole experience of buying the car just seems like some trick they play and after the deal, you have zero support and service. Please be aware and give it a second thought before you come to this dealership. More

Bad expirience Bought a certified ml 350 salesman David promise us to sign papers and we will fix net behind pasanger seat. But now when I went there they say no so Bought a certified ml 350 salesman David promise us to sign papers and we will fix net behind pasanger seat. But now when I went there they say no so please don't buy car at pleasenton mbz. More

Horrible Experience HORRIBLE CAR BUYING EXPERIENCE I am in the process of purchasing a car from Mercedes-Benz of Pleasanton. It has been the most horrible car buying HORRIBLE CAR BUYING EXPERIENCE I am in the process of purchasing a car from Mercedes-Benz of Pleasanton. It has been the most horrible car buying experience of my lifetime. Although I am the customer, and made this huge purchase, I am left feeling like my business doesn't matter and that I am a nuisance. We purchased our vehicle using our credit union, and the bank sent a cashier's check to the dealership for the full amount of the vehicle. You would think that's it, right? Bank certified check in hand = Keys in hand, in any other world. The dealership has explained to me that they usually wait until the CASHIER'S CHECK clears, before they deliver a vehicle. I know this to be untrue; my friend who referred me there paid by personal check, and immediately drove his car from the lot. I can only assume that race plays a part. I am a black man. Although I am paying by cashiers' check, my salesperson explained to me that because of my credit (on the report they ran illegally; we paid cash), they would need to hold the car. A paid for car, that I didn't use them to finance. Biggest bunch of crap I've ever heard. I am looking forward to getting my car, and running as far away from this place as I can. Do yourself a favor, patronize one of the many other MB dealers in the area, like I will for servicing my Benz. You may find that you are less of a nuisance and are treated more like a paying customer. I will speak to my attorney to find out what remedies are available. More

CPO BUYER BEWARE Let me preface this as buyer beware!! DONT BELIEVE them , car fax crap, take the vehicle and have in inspected by another mechanic.I purchased a CPO 1 Let me preface this as buyer beware!! DONT BELIEVE them , car fax crap, take the vehicle and have in inspected by another mechanic.I purchased a CPO 14 mercedes GL for 80k with 1000 miles. Salesmen was friendly, Vehicle was in and out of the shop 6 times in the first year of ownership, multiple problems with sensors going bad, seatbelts breaking, turbo problems, engine going into safety mode and not accelerating which throws ZERO codes and they have no idea how to fix nor fix because they couldnt replicate, I had to wait until the problem happened and drive it that way all the way to them so they can hook it up, this took 2 years before they could figure it out. I was lightly rear ended in a parking lot and had to replace the bumper, I took it to a Mercedes certified shop and was told by them that the upon inspection and replacing the bumper that this vehicle has been in a previous accident. BIg help the carfax with zero problems showed. SHADY dealer, not worthy of being a mercedes dealer., service department like most have said is true, slimy and shady service people who offer fake smiles and no quality service, will not buy another vehicle here or have service here. Hope this review helps someone else out there. More