Mercedes-Benz of Reno - Service Center

I purchased this vehicle from this dealership in 2014 and have had it serviced there ever since. My recent experience with your service Department has caused me to conclude that I will no longer do so for th have had it serviced there ever since. My recent experience with your service Department has caused me to conclude that I will no longer do so for the following reasons: —my telephone requests, over a period of five days, to speaker to a Service Advisor were repeatedly forwarded to voicemail over which I left messages and requests for return calls, the first five of which were not returned. I was finally put through by calling the sales Department and expressing my frustration. —I was finally able to schedule service (battery replacement and oil change with multi point inspection). Working by text with the service advisor I coordinated my delivery of the vehicle one day prior to the scheduled service time and two days following. In a text exchange he informed me the work was completed and ready for pickup. However, when I arrived the day after this exchange to pick the vehicle up the Advisory on duty informed me I would have to wait because the vehicle was (1) blocked in by other vehicles and (2) the battery was dead. At my request, that Advisor kindly had a technician check the alternator and wiring voltages. Finding no reason for the battery to be dead he had a new battery installed. —I returned to the dealership the following business day when the first Service Advisor was present to register my complaints (including the fact that the paperwork provided me contained no report reflecting the results of the multi point inspection). His response was he couldn’t explain the issue with the battery because he was not on duty when I picked the vehicle up. Further, notwithstanding my experience with all of my previous multi point inspections, he informed me that all they ever provide is the invoice reflecting the oil change and associated cost. He clearly had no interest in accepting accountability for the battery issue or discussing my concern that perhaps the oil change and multipoint inspection had not been done since it was seemed quite possible the original battery had not been replaced. I expressed my displeasure with the experience and took my leave. I am an eighty six year old customer who, in my lifetime, has never had occasion to submit such a negative report on any establishment. I regret doing so now but am left with little choice. More

My rating is for my service advisor Marlon Alvarez. He was very honest about how long I would have to wait for the basic service A on my car and why. My car was ready 1 hour earlier than expected. He was very honest about how long I would have to wait for the basic service A on my car and why. My car was ready 1 hour earlier than expected. I was very happy with the customer service Marlon provided. He lead me to the lounge and offered the shuttle service for anywhere I might like to go, More

The services are good, but can be improved by checking messages and return calls right way, especially when people are waiting for picking up car as soon as possible. messages and return calls right way, especially when people are waiting for picking up car as soon as possible. More

I’d like the service department they are very professional and very knowledgeable personal….. especially my service manager, Brandon…. I enjoy talking to him professional and very knowledgeable personal….. especially my service manager, Brandon…. I enjoy talking to him More

Great service rep. Easy to get a hold of using the main call in nowadays. Or chat feature worked too. Online scheduler is nice Easy to get a hold of using the main call in nowadays. Or chat feature worked too. Online scheduler is nice More

My advisor Will was beyond amazing! I never had to wait to drop off or pick up my car. He even helped me pair my phone since the update had cleared it. I never had to wait to drop off or pick up my car. He even helped me pair my phone since the update had cleared it. More

My Service Advisor, Brandon Muhlenburg provides excellent customer service and communication. I’m very happy with fast service and quality care. customer service and communication. I’m very happy with fast service and quality care. More

Disappointed in the whole experience with the lack of real customer service. Years prior customer service was amazing, simple little things like calling me to tell me my car was ready for pick up, acknow real customer service. Years prior customer service was amazing, simple little things like calling me to tell me my car was ready for pick up, acknowledgment that I was in the building or that I had been waiting to talk to anyone about my car. The service technicians are sloppy to say the least , forgetting to cap off the oil cap , washer fluid lid. Refusing to do service that I myself requested them to do. I requested that my breaks be replaced and they tell me that I don’t need to replace them. I wasn’t asking if I needed them replaced I wanted them replace. So to close if you need service on your car find another license service tec to work on your car you will receive better service. More

As usual when I went for service my car was done in a timely manner and everything was fine. Everything was explained to me carefully by Brandon. He goes above and beyond to ensure his customers are ve timely manner and everything was fine. Everything was explained to me carefully by Brandon. He goes above and beyond to ensure his customers are very happy. Kudos to you all for having such a great staff there! More

The service for my 2014 E-350 Cabriolet (63,000 miles) was for a transmission problem. As always, Brandon Muhlenburg greeted me cordially, on time, and with concern for my problem. After the car was stu was for a transmission problem. As always, Brandon Muhlenburg greeted me cordially, on time, and with concern for my problem. After the car was studied by the technician, whose name I'm sorry to have forgotten, I was invited into the service area to show me the nature of my problem. The technician clearly explained the diagnosis and how he determined it. Unfortunately, the recommendation was to replace the transmission with a new one. Brandon explained that Mercedes-Benz does not offer rebuilt transmissions, or sell transmission parts so that a dealership's garage can rebuild a transmission, or so that an independent garage can rebuild the transmission. Brandon made a careful cost analysis and explained that the service cost would be approximately an eye watering $15,000. The Kelly Blue Book estimated trade in value for this 2014 automobile is listed at $16,600. Using an authorized Mercedes-Benz dealership to put my car back in running order would render the car a net residual value to me of approximately $1,600! I have purchased a used transmission that the seller claimed has approximately 12, 000 miles on it. The part numbers match, so I am hoping for a successful outcome. A small shop in Reno will remove my broken transmission and replace it with the used transmission. The net savings to me is over $11,000. I certainly have no quarrel with the dealership or the service department. Everyone behaved in a most knowledgable and professional manner and expressed sincere empathy for my situation. They followed Mercedes-Benz protocols. My wife and I are presently driving our 14th and 15th Mercedes-Benz automobiles. The Cabriolet in question was collected in Stuttgart using the now discontinued European Delivery Program. Will we buy a 16th? Hard to say. I have been hoping to collect a new Mercedes-Benz in Europe for my 75th birthday. That birthday passed last fall. If the EDP were re-instated, we would probably order an automobile. But there is a bitter taste over this development with Mercedes-Benz practices which demonstrate a lack of concern for long standing, loyal owners. I'll let Brando know how it goes. More