Mercedes-Benz of Reno

Had to wait six weeks to get my car in for service. My husband took his car in on Tuesday for routine service and it was not ready for three days. I took my car in for 10:40 appt. and he asked me what tim husband took his car in on Tuesday for routine service and it was not ready for three days. I took my car in for 10:40 appt. and he asked me what time I needed it. I said 2, He said too early...maybe 5. It was not ready until 6. I have sent two emails to Steve the manager with no response. We live our cars and Dave Rowe is the best salesman in town. Believe me ,I know them all. I did car loans for 30 years. Not in to completing surveys when there is no response. Sad scenario that Mercedes is not what we expect it to be. Just common courtesy is what we are looking for More

Routine maintenanceOn printout Stated customer needs Routine maintenance On printout Stated customer needs wheel alignment and customer said no I was not informed and not given option to fix Now ha Routine maintenance On printout Stated customer needs wheel alignment and customer said no I was not informed and not given option to fix Now have to make separate appointment take more time off from work to travel extra 35 miles and wait while they service Over booking appointments took twenty minutes check in More

If you need a loaner car it will take several weeks to get a service date, but their loaners are quite nice. Once in it may take a couple days. get a service date, but their loaners are quite nice. Once in it may take a couple days. More

Brandon Hanifen did an outstanding job and I will look forward to having him service my car again soon. He went above and beyond here. forward to having him service my car again soon. He went above and beyond here. More

Service department most inconsiderate, non-communicating group. New 2 weeks old, check engine light on, given appt 2 months out, took 2 weeks to fix group. New 2 weeks old, check engine light on, given appt 2 months out, took 2 weeks to fix More

I realize that these are difficult times, but it doesn’t take much to make a phone call. I took my Sprinter in on a Thursday for an early Friday appointment and started calling on Monday for an update. I l take much to make a phone call. I took my Sprinter in on a Thursday for an early Friday appointment and started calling on Monday for an update. I left 4 messages and spoke with the service desk 3 times, begging for our advisor to tell us what was happening. We had an RV trip scheduled and needed to cancel if the Sprinter wouldn’t be ready in order to get our money back. We finally had to drive to the dealership on Wednesday to find out it was ready. Such horrible customer service - all we needed was an answer. But they did a good job fixing the engine. More

Experience with this dealership has become much worse over time. Just to schedule annual maintenance it took three days of calls. Each of those times, a Service Writer was not available and was told so over time. Just to schedule annual maintenance it took three days of calls. Each of those times, a Service Writer was not available and was told someone would "return my call". No one ever did! After three unreturned calls, I called for the Service Manager only to be told this person, too, was unavailable but would return my call. They did not! Finally on the FIFTH call, the service coordinator was at least able to schedule a day and time for the service but could answer no other questions I had. I decided to just keep the appointment and ask my questions when there. When I arrived, the person with whom I was to speak was not available and not even in the dealership. Fortunately, a very nice young man, Brandon, quickly offered to assist me. That part of the experience was very good and took care of matters efficiently. Unfortunately, it took 2.5 hours for the service while I waited. I could not help but observe others waiting for their cars as well, many having waited much longer than had I, and several were vocally upset. Two men apparently became good friends while waiting and had been waiting for over an hour before I arrived and were both still waiting when I finally left. After I left, I discovered the windshield wiper blade replacement on one side was loose and not fitted properly. I had to return to the dealership to have this corrected. Fortunately, Brandon was able to re-connect the blade properly himself without having to go through another waiting process. Mercedes Service, and this Service Department in particular, could do with much improvement. I have had Mercedes serviced at other dealerships across the country for years and have always had very good service. Too bad about this experience. More

Absolute worst experience-Brought car in for scheduled service on Tuesday after waiting a month for the appointment. Didn't look at the car till Friday. Picked car up on Monday. A/C now doesn't work. Bro service on Tuesday after waiting a month for the appointment. Didn't look at the car till Friday. Picked car up on Monday. A/C now doesn't work. Brought the car back. They checked the system not sure the problem-couldn't get it back in for service unless there was a cancelation. I told them I have never been so unhappy with a service and that I can't believe not only being without a car for almost a week no my a/c doesn't work with the heat and smoke. All this for an oil change/transmission service and suspension check. coming away from the service with my a/c working-never a problem with it before the service. More

You did not fix the problem and $2200 later I am stranded in the middle of nowhere. in the middle of nowhere. More

Always helpful at parts counter or service scheduling, very professional approach! Especially thanks to Mr Kwanny for taking care of business each and every time… very professional approach! Especially thanks to Mr Kwanny for taking care of business each and every time… More