Mercedes-Benz of Richmond

Last month Joe Norris and Shawn Snider sold me a dirty and scratched up "CERTIFIED" 2018 AMG S63 with 19K miles fitted with the incorrect size/load rating tires which are loud and have wheel slip, squeaky and scratched up "CERTIFIED" 2018 AMG S63 with 19K miles fitted with the incorrect size/load rating tires which are loud and have wheel slip, squeaky brakes, shattered rear passenger multimedia screen, deeply scraped front bumper, bent MB hood emblem, gouged rim, pitted windshield, cracked engine start/stop button, and distorted $6,400 Burmester 3D Surround Sound System. I have had this car for two weeks so I am not sure if that's all. This was an out of state purchase so I was not able to see the vehicle in person but I did get a video walkthrough and a salesperson to verify the absence of damage before buying. I also thought I would be safe purchasing an MB certified vehicle. The next day the CHECK ENGINE light came on while driving on the highway. The engine cut off rendering me unable to accelerate so I had to pull over on the side of the road. I remedied the problem myself after discovering that the person who refueled the vehicle prior to delivery failed to properly tighten the gas cap. The vehicle contained all of the previous owner's personal paperwork including registration, address, inspection report among other things left inside. The windshield has a star drawn on it with some kind of black permanent/paint marker which will not come off and other decals were left stuck on the windshield. The black interior was covered with white spots of an unknown substance which was stuck to the leather seats, dash, screens and fabric headliner. It looked and felt like spray paint. The DVD player had a Despicable ME DVD left inside of it. Every exterior panel had many scratches and the vehicle was covered with swirl marks. Many panels had attempted touch-ups. I called Shawn within minutes of receiving the vehicle to report this damage. He assured me this would be taken care of. I took pictures of nearly everything immediately upon receiving the vehicle and over the next week provided the dealership with them as proof. I paid more than the KBB value for this vehicle which was advertised as being in "great shape, that whoever had it took really good care of it" and that it looked "all good" and had "no scratches or dings" on the exterior and no damage to the interior per Shawn Snider. The dealership also accused my bank of "short-changing" them for the amount of the vehicle days after receiving the bank draft. They turned out to be incorrect because they did not factor in the value of my trade in. They held the vehicle for an entire week until I decided to call MB Corporate office after which they called to apologize within a few hours. They finally chose to send this high valued vehicle in OPEN transport by a rather unique individual who showed up nearly 8 hours late. Shawn chalked up the driver's behavior to his role of a "typical truck driver." I was under the impression that MB certification meant that vehicles were held to a higher standard, close to those applicable to a new or demo vehicle. I voiced all of my concerns to Shawn who directed me to call his manager Joe Norris, used car manager. I finally took some time to call Joe Norris who had already been informed of all of my concerns. He immediately stated that ALL of my concerns were due to "NORMAL WEAR AND TEAR" and NONE OF IT would be repaired. He challenged me to call MB Corporate and stated that he would do nothing to address my concerns as a new Mercedes-Benz customer. How can installation of the wrong tires on a car be classified as normal wear and tear? Is it also normal wear and tear for a TV screen to shatter over three years? I have been very patient over the duration of this sale and I hope that my faith in MB USA can be renewed after I reach out to MB Corporate and that the problem is that the people at MB of Richmond are simply of a low caliber. I will update this review as the events unfold. More

Logan Bunger is always the best and I will always go with him in the future. Very sympathetic to my problem with the tire and very accommodating. Steve is your worst for many reasons. with him in the future. Very sympathetic to my problem with the tire and very accommodating. Steve is your worst for many reasons. More

Very impressed with the service and prompt communication. Sherry Moore did a great job of answering my questions and facilitating the repair. Wouldn't take my Mercedes anywhere else. Sherry Moore did a great job of answering my questions and facilitating the repair. Wouldn't take my Mercedes anywhere else. More

Kervin Ridgley's service was nothing short of excellent. He went above what was expected of a sales person to make sure we new what we were getting and how the car worked. My spouse Zelma was happy and tha He went above what was expected of a sales person to make sure we new what we were getting and how the car worked. My spouse Zelma was happy and that made me want to return. More

We had a great buying experience and really liked working with Matt Ward. We found the process fair, open, and honest. There were no hidden surprises at the end. with Matt Ward. We found the process fair, open, and honest. There were no hidden surprises at the end. More

Dear Ron,I especially appreciate the excellent customer Dear Ron, I especially appreciate the excellent customer service I always receive from Patrick, Justin, and the greeters whenever I need to bring my Dear Ron, I especially appreciate the excellent customer service I always receive from Patrick, Justin, and the greeters whenever I need to bring my GLK or SL in for service. Everyone is very polite and attentive to my requests. Thank you!! More

Excellent Service.On time job done. Excellent customer service. Nice online payment system. Text messaging about the updates on servicing and e-mail/text when vehicle is ready for pickup. service. Nice online payment system. Text messaging about the updates on servicing and e-mail/text when vehicle is ready for pickup. More

Went in for a recall item. Took me at appointed time and out in short period of time. Patrick managed my case professionally and timely! Thank you for a job well-done! Happy New Year! out in short period of time. Patrick managed my case professionally and timely! Thank you for a job well-done! Happy New Year! More

After recently relocating to Richmond, I needed a B Service for my Mercedes. I debated taking it to an independent German specialist, but decided to give Mercedes-Benz of Richmond a try. Was glad I Service for my Mercedes. I debated taking it to an independent German specialist, but decided to give Mercedes-Benz of Richmond a try. Was glad I did - the costs were reasonable, the folks were friendly, they provided a loaner, and when it was ready my car was brought out freshly washed. They even provided a Veterans discount. I’ll be back in the spring when it’s time for a new set of tires. More

The dealership was prompt, professional, and courteous. I was made to feel like my business was valued. I could not have asked for more - A-plus. I was made to feel like my business was valued. I could not have asked for more - A-plus. More