Mercedes Benz of Rochester

Process as always is seamless, professional and the staff is always friendly and helpful. My salesman continues to be the best. is always friendly and helpful. My salesman continues to be the best. More

Service department is really well managed. Had all my needs addressed promptly and correctly. Very friendly and no pushy staff. Had all my needs addressed promptly and correctly. Very friendly and no pushy staff. More

ATTENTION! ATTENTION! ATTENTION! I had brought in my vehicle on 2/14/2022 in since I felt a vibration on the right side of the car. I was told that the front ATTENTION! ATTENTION! I had brought in my vehicle on 2/14/2022 in since I felt a vibration on the right side of the car. I was told that the front wheel needed a wheel bearing adjustment. I picked up the vehicle on 2/17/2021 at around 5:30 in the evening. The vehicle was driven home and not used until Saturday the 19th after 6pm. After driving the vehicle for 1 mile on the 19th, the steering wheel was not horizontal and was positioned at the 2 and 8 o’clock stage. Mercedes Benz was closed and was called back at 8am, Monday the 21st since they were closed on Sunday. I was given a call back by Sherry Hopkins, stating that they are unable to to do anything since my car was hit from the bottom right, basically the underneath of the car. I went back in there and they put the vehicle onto the lifer and showed me the damage. I then noticed that my car was hit from the passenger back rim and also the bottom side of the vehicle while at Mercedes Benz. I was in shock that they did this within the 1 day period of it being there. I then was greeted by a rude, service manager, Steve Heidtke, who didn’t know what he was talking about and doesn’t know anything but to laugh at all times and only knows how to tell you “it wasn’t done here, contact you insurance.” First things first, if I wanted to contact my insurance company, I would’ve done that from the beginning. They don’t need to tell me that, I am fully aware of that and know how to use my insurance company! I insisted on speaking to someone higher up since my vehicle was damaged here and I’m not walking out with an issue after having my vehicle here! Thereafter, I spoke to Doug Stanley, who doesn’t look like he knows how to keep his word, just like everyone at this dealership. I explained the story to him and Steve Heidtke decided to just stand there the entire time and giggle, laugh and shake his head. I was told this was not done here and the car was hit and a bunch of pointless talk coming from him. He asked if I had any evidence, I stated “no” since I don’t need to take any photos since I know my vehicle has no issues. He asked Sherry if she had taken photos of the vehicle before hand and inspected it and she didn’t. THIS IS A PROTOCOL TO HER JOB AND SHE FAILED TO DO SO!!! SHE WAS SUPPOSED TO INSPECT THE VEHICLE UPON ARRVAL TO MERCEDES BENZ AND SHE DIDN’T!!! She stated she was “TOO BUSY” as she had so much stuff to do… WHETHER OR NOT SHE HAS 4 CARS WAITING OR 30 CARS WAITING, THIS IS HER JOB AND SHE IS SUPPOSED TO FOLLOW PROTOCOL, BUT SHE DIDN’T! We came to conclusion after about 3 hours of being at their dealership, he would be replacing the rim that was damaged and also the bottom side portion of the vehicle. I agreed to that and I would be responsible for the remainder. Here is where it gets EVEN MORE SKETCHY!!! “Your just going to do the alignment? How do you know that’s the only issue?” This was being said to me repeatedly, at least 5 times. I said that’s fine, I will discuss with Sherry and go from there. I told him I would take care of this with her, then repeated the same thing over and over again. WHY DOES SOMEONE REPEAT SOMETHING LIKE THIS? IT IS IN FACT SINCE THEY KNOW THIS HAPPENED HERE! Also, I don’t know what happens to my vehicle once being serviced. Many people that work there drive the car. I could’ve easily happened with a worker and they chose not to bring this up and would think it would just get loose and no one would notice. I then walked back into the service area to see what we can do for alignment and also a schedule on when to get the vehicle repaired. Five minutes later I was told Doug would like to see me again. We went back to the area the car was in, told me “I am going to rescind my offer since the car’s wheel is bent, didn’t show me proof of alignment off, just off the top of his head. Try’s to tell me “I’ve been doing this for 30 years to keep food on the table, is this what you do?” That is so low of someone, but I will now know to advise everyone to stay from this dealership for all needs, including buy/lease. More

A great experience from everyone! Doug, their General Manager, treated me like his cousin. Thanks for all the personal treatment we received from Sales to Service. A VERY satisfied customer! Manager, treated me like his cousin. Thanks for all the personal treatment we received from Sales to Service. A VERY satisfied customer! More

Great Service!! I was very happy with how I was treated as well as the quality of the workmanship. I would recommend this dealership highly. Thank you. as well as the quality of the workmanship. I would recommend this dealership highly. Thank you. More

Mercedes Benz of Rochester, MI provides exceptional customer service. Especially appreciate the on time appointment program that reduces the wait time prior to, during, and following the service appoi customer service. Especially appreciate the on time appointment program that reduces the wait time prior to, during, and following the service appointment. More

Quick and Excellent work on my GL. They will make recommendations as far as maintenance and provide estimates. I trust that they will take good care of my car as much as I do. recommendations as far as maintenance and provide estimates. I trust that they will take good care of my car as much as I do. More

Well, Cool seat has loud fan noise for front LH/RH. (C300) Inspection result is under specification. It seems necessary to benchmark other car brands.By the way, receptionist is so kind. That's all. (C300) Inspection result is under specification. It seems necessary to benchmark other car brands.By the way, receptionist is so kind. That's all. More

Just had a terrible experience at Rochester Mercedes Benz Service. I called a couple weeks ago to arrange a Service B. I wanted to get the car checked out throughly before our CPO warranty expired and the w Service. I called a couple weeks ago to arrange a Service B. I wanted to get the car checked out throughly before our CPO warranty expired and the were running a $150 off service special. The lady I spoke with in service said there would be NO CHARGE for a service B on my car. After having her confirm this, I made an appointment (1 day after the coupon expired, now believing it was not needed). Got to the dealer only to be told I had been miss-informed and the service B was not covered and the $150 coupon could no longer be used. I let them know what had transpired, that I was very upset... they knocked $50 off!!!! Lesson learned. Will be adjusting my desire to purchase a GL or GLS from them. More

Super Service My visit was just for an oil change, but I was treated with all courtesy. The service was performed in record time. And I was out of the dealership My visit was just for an oil change, but I was treated with all courtesy. The service was performed in record time. And I was out of the dealership and on my way home. All in all, the experience met and exceeded my expectations. That's why Mercedes Benz of Rochester is my dealership. More