This dealership needs to be avoided at all costs, at lease for service. This is the third time we have had to take our S550 2015 in for some matter or the other and they are utterly lacking in professionalism, courtesy and responsiveness. In the latest instance, the car was taken in on a Tuesday for a regular scheduled service. At the time provided for pickup, my spouse had to wait 45 minutes before being told that they had "scratched" our car but they would fix it at no cost and we would get it back on Thursday or Friday. Hmm...scratched? But we were willing to chalk that up to human error. We were provided a rental and when my spouse asked for a car that had navigation in it she was told they didn't have one but would call as soon as they had one and they would come out and exchange it for us.
We didn't hear anything for two days. Nothing nada. We called to ask to swap the car with one that had navigation. No response. Then i get a "survey" type email from the General Manager Jason Hoover on Thursday. I write back to him telling him about the "scratching" and the fact that we haven't heard back. So he responds, which i thought was a good sign. We talk, and after telling me how surprised he is at my experience because his "service department has been doing fantastic work for the past 12 months", he promised to immediately walk down personally and check on things and revert back.
Of course, i never heard back from him. We called and left multiple messages on Monday for the General Manager who had called us as well as our "Service Advisor", a gentleman called Malcolm. Nothing. Didn't get a call back the entire day. On Tuesday i finally called MB Corporate and complained. They tried reaching the dealership. They couldn't get a hold of even a single manager! Finally, on Thursday, a week after we were supposed to be getting our car, we get a call from the Service General Manager that we would get our car on Friday. When asked why we hadn't heard anything for so long he said, well you asked Corporate not to call you. IN fact what we had told MB Corporate was that we would rather hear from them at that point on when we would be getting our car rather than the dealership because we were done dealing with the folks at the dealership. So this guy conveniently twists the matter around to suit his own justification for awful customer service.
I won't go into the details of what happened the last two times we took our car into this dealership, but believe me it was equally bad, in fact worse on one of the occasions.
In contrast, the one time we took our car to the Arlington MB dealership, the Service was fabulously responsive.
Avoid this dealership! By the way , they are owned by the Penske Automotive Group.