Mercedes-Benz of Silver Spring - Service Center

I am hoping that Kristina can breathe some new life and customer service into this service department. It has become apparent to me that MBSS wants to cater to the older crowd who doesn't care how long customer service into this service department. It has become apparent to me that MBSS wants to cater to the older crowd who doesn't care how long it takes to get service done. I, on the other hand, expect effiicient service, and more importantly honest communication. I previously had an experience where I was waiting for a vehicle to be worked on, and the rep told me it was in the shop. Apparently, they are not aware of the technology they sell in the front of house, because I can tell where the vehicle was (out back, locked up) via the ME app. This was last year, and ended with a conversation with Jim Elefantis basically sticking up for the dealership, and the service manager telling me I didn't understand how accurate GPS was NOT! ( I work in the industry.) Fast forward to now, and I gave it another shot. After having my GLS A service completed in December with no issues, I sent me GLE down for B service and a check engine light. At the end of the first day, I pinged Kristina to check on the car, and she said it wasn't ready and they'd need it another day. I re-arranged my schedule to accomdate. But at 2:30 on the second day, I got alerts that my vehicle was locked and moved out back (yes, the inaccurate GPS again.) At 4, I started to try to determine if my car was coming home that night. After 5, after contacting the service manager (who never called back), Kristina called and told me the car was still being worked on, waiting on the new module they replaced to sync up. At this point, I called xx and asked her if my vehicle was outside. She was stunned. After asking for time to do some research, she called me back. The vehicle was indeed done. But the mechanic gave her bad info. The service manager refused to contact the employee at home to confirm it's status. They couldn't even find someone to bring my car home that night. So, I am waiting this morning for my "first thing" delivery. I am rating Kristina high, because once she discovered she was lied to, she did her best to accomodate me, and was very apologetic. However, I can't say the same about the service department. We have bought or leased 5 vehicles in the last 7 years from Marcelo Via, who is a shining star out front. Unfortunately, his and her attitudes are not the norm at MBSS More

The repair was on time and my agent Darrel was very professional and helpful, I will recommend this dealership to anyone. professional and helpful, I will recommend this dealership to anyone. More

Everyone at this dealership has been professional and courteous every time I’ve been there. I would recommend them to anyone interested in purchasing a vehicle there. courteous every time I’ve been there. I would recommend them to anyone interested in purchasing a vehicle there. More

Great and fast service. They accommodate client easily and one staff, Robert really helps me a lot. They accommodate client easily and one staff, Robert really helps me a lot. More

Ms. Williams is a breath of fresh air to the dealership, super friendly, underhand I always felt like she was not pushing extras that I did not need. Williams is a breath of fresh air to the dealership, super friendly, underhand I always felt like she was not pushing extras that I did not need. More

I had one of the best experience with your salesman Edward Moore at your dealership. Will tell all my friends what a good experience i had with him and the dealership. Edward Moore at your dealership. Will tell all my friends what a good experience i had with him and the dealership. More

I believe there should be a receptionist available for check in. As a first time customer at this location, I had no idea who my service advisor was, where he was located or anything. When returning my lo check in. As a first time customer at this location, I had no idea who my service advisor was, where he was located or anything. When returning my loaner, I had no idea of where to go to pick up my vehicle, nor was there anyone there to direct me. The dealership was clean and presentable, however that was one of my reservations; not knowing where to go with no direction. More

Kristina Williams was extremely helpful in assisting with the servicing and repair process of my vehicle! She is approachable, knowledgeable, and was able to deliver a rememberable customer experience. It is the servicing and repair process of my vehicle! She is approachable, knowledgeable, and was able to deliver a rememberable customer experience. It is clear from first contact that she has the customer’s best interest in mind. Thanks for everything Kristina!!! More

I would like to say kudos to my service rep Christina. She was absolutely AWESOME today. I have been to this dealership multiple times before and was always a bit disappointed in the customer service ( th She was absolutely AWESOME today. I have been to this dealership multiple times before and was always a bit disappointed in the customer service ( the repair work has always been good) and she made all the difference. She took her time, addressed all of my concerns and got the work done and me back on the road seeing my veterinary patients! Her customer service was outstanding, and for someone who was ready to go to another dealer out of frustration, she made all the difference and I feel like this can be the dealership for me. Many thanks Christina and for all those I don’t get to meet behind the scenes. Keep up the good work!!! More

My service adviser went about and beyond to accommodate me without an appointment. He understood my situation and he was very helpful me without an appointment. He understood my situation and he was very helpful More