Mercedes-Benz of Sacramento - Service Center

Mercedes reviewThis review describes the worst Mercedes review This review describes the worst experience I have ever had at an auto service company. These are strong words. I am 78 years old an Mercedes review This review describes the worst experience I have ever had at an auto service company. These are strong words. I am 78 years old and have continuously owned my own automotive vehicles since I was 20. The review describes a routine service (20K miles) for my Mercedes Sprinter van on which my Winnebago RV is mounted. I delivered the vehicle to Mercedes-Benz of Sacramento (MBS) about 8:00 am on Friday 20 Aug. The Assistant Service Manager David Lanzone was courteous and efficient and promised the vehicle service would be completed by Monday but that he would try to have it that day. I missed the call later that afternoon notifying me the service was completed but returned to MBS early on Saturday morning to pick it up. I drove about 19 miles directly back to my home in Davis, but when I arrived in my driveway I was being chased by 2 cyclists saying I had a bad fuel leak and when I exited my vehicle I could then smell and noticed the diesel fuel pooling in my driveway. Diesel fuel was leaking from the engine compartment and had completely covered the underneath of the vehicle as well as the exterior rear wall of the RV. Only the low volatility of diesel fuel prevented an almost certain fire and destruction of my vehicle. When I immediately called MBS to report that the service had failed I was told that MBS could not arrange for towing to return the vehicle to MBS and instead was referred to Mercedes Roadside Towing and MB Customer Assistance Center (Request #3023117). I spent the next 6 hours coordinating this and the vehicle was finally towed from my home back to MBS at about 3 pm. I had essentially wasted the entire day. I drove my other personal passenger vehicle back to MBS on Monday morning in order to be able to be personally present to discuss the situation. I returned to MBS to pick up the vehicle on Monday about 2:00 pm after the repair was reported as completed. The second invoice (RO# 415291) states that “Customer states large fuel leak found after picking up.” and “Verified customer concern, visually inspected under hood, found leak line of fuel filter was not clamped on correctly, reinstalled leak line and cleaned under hood, under engine and under vehicle, test drove vehicle to verify repairs made. No fuel leaking at this time.” After going to MBS at about 2:00 pm, picking up the vehicle and driving toward Davis for about 4 miles I started to lose power on Interstate Business 80 near E St in downtown Sacramento. Luckily I was near an exit and coasted off the elevated freeway, down a ramp at J St, and through a green traffic light to illegally park on 20th St between J and K xxx. The vehicle would not start so I called Mr. Lanzone. Although he was surprised that the service had again failed he began arranging another towing service. I sat in the vehicle at this location for roughly 4 hours while the tow truck arrived to take the vehicle back to MBS. I eventually arrived home at 7:00 pm. The next day Mr. Lanzone reported on the second problem’s source. It was out of fuel (even though the fuel gage read roughly ¾ full). Apparently the nearly full tank of fuel that had leaked out without being burned wasn’t counted by the Mercedes fuel gage computer and no one checked to see if the fuel leak they had “ fixed” had emptied the fuel tank. I do not know enough to attribute this fiasco to the service advisor, Mr. Lanzone. He was cheerful, courteous and helpful in all our interactions. Without understanding MBS’s quality control procedures it is difficult to understand who is responsible. How did an improperly clamped fuel line ever get installed on a vehicle, even during a routine service appointment, and how did it get through whatever safety checks MBS must do after a serious repair like a fuel system? Rather, that this could happen I instead lay more likely at a possibly nonchalant attitude of the service personnel. Their check seemed to be “If it runs, she’s good to go.” My vehicle was working entirely properly before I scheduled the 20K service. Now it still smells like diesel fuel. And I spent literally the better part of two days cleaning up after the two shoddy service jobs provided by MBS. I would suggest that MBS has serious quality control issues, especially with regard to safety checks after serious repairs, even if they happen to occur in routine service checks. More

Jack is excellent and nice professional service manager he is very friendly and job has been excellent manager he is very friendly and job has been excellent More

jack is awesome and helpful . he is very professional. everyone else was friendly as well everyone else was friendly as well More

Waiting area inside disorganized. No signage or instruction. I never spoke to the person handling my service the entire time bc apparently I was 10 feet from where I was expected to be. I came for instruction. I never spoke to the person handling my service the entire time bc apparently I was 10 feet from where I was expected to be. I came for a recall. Even though I received a letter for a recall, my car didn’t qualify. No one told me this. They just told me it was ready. I noticed it in the paperwork after I got home. It took 3 calls from me just to get an explanation. I still never heard from the person that handled my appointment. 1 star if not for the cool coffee machine and free Uber ride. More

You couldn't possibly ask for a nicer, more professional service writer than David Lanzone, the Sprinter specialist. service writer than David Lanzone, the Sprinter specialist. More

Excellent customer service experience. My services advisor took the time to explain the process and making sure the repair was done as process!!.. good work David L. advisor took the time to explain the process and making sure the repair was done as process!!.. good work David L. More

I had a great experience! Everyone was kind, that I encountered. I thought it would take longer for the service. But, I was out of there quickly, which was a nice treat. Also, my salesman came over and encountered. I thought it would take longer for the service. But, I was out of there quickly, which was a nice treat. Also, my salesman came over and chatted with me and offered me a beverage; which was a nice touch. We talked about my next car, which I’m excited about. Service was 10/10! Best, Nia E. Cooper More

Dave and the service team kickass. We’re cycling through 20 vans for recall repairs. The team has been great at communicating and meeting our needs. 20 vans for recall repairs. The team has been great at communicating and meeting our needs. More

The service manager and the technicians they didn’t do a great job. Jason said it’s only take a couple hours it ends up a couple of days. I didn’t have a car for a couple of days because of lack of communi great job. Jason said it’s only take a couple hours it ends up a couple of days. I didn’t have a car for a couple of days because of lack of communication, bad customer service of the staff. They left in my car lots of stain inside and my seat recliner is uneven. Such a poor service More