Mercedes-Benz of Stevens Creek - Service Center

Outstanding dealer associate Steve K at Mercedes Benz Stevens Creek has provided some of the best service we have ever had in 45 years of owning and repairing our Mercedes. He is ou at Mercedes Benz Stevens Creek has provided some of the best service we have ever had in 45 years of owning and repairing our Mercedes. He is outstanding in how he treats the customer and completes the work with superb expertise. We have never met a more conscientious individual who goes well beyond to complete the work . Best in the business. More

This review is for exceptional service that I received when taking in my 2013 C63 AMG Black Series Coupe in for service at Smythe European Mercedes-Benz in San Jose, CA. My Service Manager is Troy Schalk, when taking in my 2013 C63 AMG Black Series Coupe in for service at Smythe European Mercedes-Benz in San Jose, CA. My Service Manager is Troy Schalk, and working with him is an absolute pleasure. Additionally, he understands how much I care for my cars, and how picky I am. As such, he personally makes sure that my car and I are well cared for throughout the entire process. It's hard for me to trust service departments based on past experiences at other dealerships, but Troy and his department have earned my trust; I bring all my Mercedes' to him (ranging from a C250 to various AMG's). More

Wow..where do I begin? Sales- Certified pre-owned C280, Wow..where do I begin? Sales- Certified pre-owned C280, according to Auto-nation there is a three day satisfaction guarantee. The Sales Mgrs tried t Wow..where do I begin? Sales- Certified pre-owned C280, according to Auto-nation there is a three day satisfaction guarantee. The Sales Mgrs tried to pretend they didn't know about this. Don't buy the Service A & B contract, purchasing it when you need it was less than buying it up front. Rude- The moment after I bought the car, I was told "we lost money" on the car we sold you. Ahh yeah..never in a million years would a dealership do that!! The first six months my car was constantly being repaired..I drove it for a total of two months max. It was always in the shop for a week at a time and getting a courtesy vehicle took an hour each time. They once gave me a car where the trunk lid kept flying open multiple times as I drove less than a mile away from the dealership. My car was certified as "ding free" yet there was a ding on the roof. My car was supposed to be "detailed" which I postphoned till later since it was going to rain. When I brought in for the replacement of a cracked Burl wood trim on the door they just ran it through the water rinser in the back and after pointing this out to the service advisor Jay x 3 it was finally taken care of. Btw, The "new" Burl wood trim had a chip on it. When I brought it back in for replacement they bumped my car into something & damaged the front bumper that had to be REPAINTED! All the while, my car had been making a loud "ticking" noise coming from the right rear side of the car that sounded like roulette wheel slowing down when I came to a full stop & a rattling noise when accelerating at a slight incline. I was told they couldn't determine the problems so basically as far as they were concerned there weren't any. I insisted they test drive & check it again the morning they wanted me to pick it up & low & behold they found the problem (the fuel line was twisted?! When I picked up my car one of my chrome rims was damaged! Of course, they denied it & after alot of hassle they agreed to replace it...they took a used beat up one off another car & put it on my car without my consent. This was completely unacceptable & they reluctantly shipped a pair from the "chromer." Which arrived scratched because were not packaged correctly. Four more were sent with imperfections & scratches which I was forced to select from because I was told "there weren't anymore available." I was so disgusted with Smythe European at this point I just wanted to get it over with. The rattling during acceleration & slight inclines was not resolved until now. They had a service technician with poor hearing ride along with me who "didn't hear anything." I requested a different technician and finally had it resolved...broken piece of Fuel pump in Cadallitic converter & adjustment of Octane sensor. Against my better judgement I took my car there to have the Service A completed and they DINGED my front passenger side door of my "Ding Free" car!! Big surprise they denied it..stating that Jay & Mike (Service Mgr)had documented (after I dropped off my car and left) that my car had other dings, etc. Neither the Service Mgr or Service Director were there so I had to get the General Manager of the dealership involved because there was no way I was driving my car off their property without aknowledgement of the ding. I challenged Jay to show me the other dings, etc they documented & he could not show me one!! The General Manager's opinion was that my car was very clean!! He reassured me that they would take care of it...oh my gosh when I went to go pick it up it looked like they put "White Out" on it!!! It went back to the Body Shop..still could see it but it was much better. They offered to send it back and after all the drama I had been through I just wasn't willing to risk them damaging my car further!! I spoke to Rob Meiter on multiple occasions about their carelessness & incompetence and asked him why I would return?? He just made excuses. Obviously he doesn't care about improving their service or their reputation. More

I took on my E320 for service B. during the repair, they told me that I should replace my break. When I ask them how much wear i have left. "well it is pretty low" when I ask for a #, "well, it is only 20% told me that I should replace my break. When I ask them how much wear i have left. "well it is pretty low" when I ask for a #, "well, it is only 20%" I will leave it up to you on if that is the right time to change breaks. More

I had my ML-430 serviced through Smythe for 6 years until my last incident with my power steering. Apparently they had two recalls on the ML's power steering hoses/attachment point. One of these recalls wa my last incident with my power steering. Apparently they had two recalls on the ML's power steering hoses/attachment point. One of these recalls was performed on my car, the other was not, even when they were aware of it. As a result my power steering hose disconnected/leaked heavily when I was driving home one day and I lost my power steering as I exited the freeway. When I had the car towed in Smythe attempted to not pay for the tow even though MB Roadside service said it was covered. As I left dropping the car off I had it resolved that they would pay, yet when I went to pick up the car, they tried again not to pay! So I was not happy with them for blantly not handling the recall item proactively and then trying to avoid the costs. The tow truck driver said he was picking up a lot of MLs for the same defect and there was a tug-o-war between MB USA and the dealers over the tow coverage. Additionally on smaller services, I had to bring the car back because they forgot to do something. Example: I had the central window switch replaced, and the tech forgot to plug in the mirror cable to it. Something has been happening at Smythe over the last few years, a change in managment or something, as customer service has declined in my book. More