Mercedes-Benz of Walnut Creek

Hey Thomas. I very disappointed, I drove an hour and a half just to find out the car is not ready and cannot be test driven. Also, the car has had a wreck both I very disappointed, I drove an hour and a half just to find out the car is not ready and cannot be test driven. Also, the car has had a wreck both front and rear bumper have not been replaced. Also, the price on the car advertised is different from the price you advertise so now there’s a confusion on the price. More

I am absolutely delighted with my new Mercedes-Benz and grateful to Jose Castro for his outstanding service. I wholeheartedly recommend him to anyone in search of a new car. His professionalism, expertise, grateful to Jose Castro for his outstanding service. I wholeheartedly recommend him to anyone in search of a new car. His professionalism, expertise, and genuine care for his customers make him a true asset to the dealership. Thank you for making my car buying experience truly exceptional! More

My wife and I bought the brand new 2023 EQE 500 at the Mercedes of Walnut Creek dealer because we love Mercedes. And the car is having problems with door handles which are not working properly with both Mercedes of Walnut Creek dealer because we love Mercedes. And the car is having problems with door handles which are not working properly with both keys. We brought the car from the dealer, and the dealer knew the keys were not working with the car. They took the car to the services and they told me “It will be easy to fix, we just need to program those keys with the computer, don't worry" and I waited for the car in the lounge for 4 hours till the end of the day. I went to ask them about my car. They told me “The technician opened the door frame on the passenger side and found the antenna is not working properly, so the car will be done tomorrow. You have my words!" and I told them that "it's my brand-new car and I don't want the car to be opened like that already because you said it the key just need to program with the computer" and they told me “We just opened the outside frame of passenger door, don't worry" so we have to go home without our lovely car which we thought it will be easy fixed. And the next day, when we went to pick up the car which they promised us would be done. And the car was not fixed yet, we were really not happy about that. No one gave us an update about the car until we came to the dealership. And at that time, we had a really bad experience, the car's still not fixed and they opened all the door frames inside of the car. (oh my god, our brand new car). They told us to go home and wait for their call. And they kept the car for a week. My wife and I couldn't wait any longer, we had to come and see the car because we have not owned the car for 24 hours and now the car was in service for a week. And guess what, the car was not fixed. After they opened all the frame and our car couldn’t be fixed, they said “the car is too new, so we won’t be able to fix it, we have to order the parts from Germany and it will take months for those parts to come here” we were not happy about that, but we had to take our car without fixing the door handles. And when the technician put all the frames back to the car, they left the gaps on the car which were not matching with the original frame and they even forgot the screwdriver in our car. It’s unbelievable! And now when we are driving, we can hear wind noise on the passenger side too. And they said when the part comes they will not guarantee it will work. We are writing this to Mercedes to find the solution for our brand-new car because the door handles are still not fixed yet, we really had a bad experience with Mercedes right now. We love Mercedes, we have a GLE too. So what should I do now? Because right now, it’s very inconvenient to open the door since the key fob is not working with the car. When I picked my daughter up at school, I couldn’t even open the door while carrying her. I need to put her down and find the key to open the door properly. And I have to wait for months for that fix. More

I went to great lengths to work with a fantastic Auto Broker - Mina Halaka in Los Angeles. 5-Stars for him! He was spot on. Responsive. Available day and night and weekends. Always with accurate informat Broker - Mina Halaka in Los Angeles. 5-Stars for him! He was spot on. Responsive. Available day and night and weekends. Always with accurate information. We found my wife the perfect car, after many hours of work for him and many days for me. I sent him all the needed paperwork and info and we confirmed the deal with the dealer. THEN - the day it was supposed to be shipped out to Los Angeles from Walnut Creek, suddenly people from the dealership are asking for my wife to text or send a selfie of herself holding her State Driver's License top them. She was, in my view, understandably reluctant to do so since they offered no credible reason and provided no safe, secure means of transmitting this document with sensitive information. They were quite rude and actually tried to pretend that they couldn't understand why this seemed unusual and implied that this was to prevent us from trying to steal the car, etc. I let them know that there are myriad ways to identify a person - I pointed out that they already had a photo of her ID, that they had our proof of insurance showing that there was already a Mercedes on the insurance in the same name, same address. Matching the ID. I pointed out that the credit report showed both a lease then a loan for that same car. And many others. I let them know that I'm a licensed CA attorney and Mortgage Professional as well as a 15 year Solar Power Professional in CA - and that my wife was a long time professional in her career with a long list of celebrity clients. Well known people. But they seemed unconcerned. I also explained that this was a replacement for the Mercedes we had recently stolen form us! They seemed unmoved by this. I let them know that when collecting sensitive information for loans and finance projects there are well known ways to do this. Secured document transfer features built into every CRM, etc. I offered to have her go to a local notary and have them verify her ID, or to go to a local Mercedes Benz Dealer and have THEM verify her in person. And share that with them somehow. They offered ZERO cooperation or understanding. Rather than cooperate professionally and at least acknowledge their out of the ordinary and inherently sketchy process, they refused and instead, insulted us telling me that this "refusal" to provide the selfie was a "red flag for them and they now choose not to sell us a car." I reached out to the Sales Manager Thomas Laurent, and was ignored. Wouldn't take my call or call me back. I reached out via email and text to their General Manager Jason Viscarra, advising him of the situation and the shabby and sketchy way that we were being treated and he chose to ignore me as well. This all transpired today- ruining our plans, and the delivery date of Friday for my wife's car. Now I risk having difficulty finding a replacement. Frankly, I'm not sure that this process is even legal. All the General Manager had to do was send an email to my wife directly asking for this picture - if not using a secure document transfer tool- then assuring her in writing that the information would not be shared, etc and would be destroyed after the car transaction was completed. He refused to do this. I cannot imagine that any celebrity or other business person would want to be told to send a selfie holding their ID??? It makes no sense. It was rude. Demeaning. And entirely inappropriate. I highly discourage ANYONE from working with this dealership as I am certain that there are many other choices that would not dream of treating a multiple brand loyalty repeat customer this way. I will keep you posted if this dealerships steps up and corrects their outrageous behavior. Maybe they should waive their delivery fee for the imposition and disrespect. More

5 star rating for Drew Smith’s utmost professionalism and impeccable sales/service skills. Caleb Go was extremely responsive and proactive as well during my initial Internet inquiry about the car and financi impeccable sales/service skills. Caleb Go was extremely responsive and proactive as well during my initial Internet inquiry about the car and financing options. MUST MENTION, as it cannot be ignored nor forgotten, that I had a HORRIFYING experience with John Lee in finance. Despite this, I chose to still do business with Mercedes Benz WC because of Drew Smith and the value he brought to the transaction, although I was in fact shopping a comparable car, same color, less mileage, less price, at another dealership. I liked the proximity of the dealership to my home and that financing was pre-approved before I went to test drive the car I wanted. However, it does need to be said, and I will be bold enough to say that WOMEN should probably NOT purchase vehicles ALONE here!! (Look at previews reviews on how they have treated other women.) I was at the receiving end of disparaging comments from John Lee, who offered me extended warranties, prepaid maintenance and the like. After careful consideration (I am a numbers person, and a 20% discount on an event that may or may not happen, and a free oil change once a year, is not worth the present value of money in my pocket.) John didn’t attempt to create trust prior to attempting the sale, so I wasn’t convinced what he was selling was in fact valuable to anyone or anything other than his pocketbook. So I refused the add-ons. In response, I was treated in a most condescending way, which was at best, chauvinistic, and at worst, gender and racially biased. (For how could a helpless woman possibly handle car maintenance on her own in the future ….without purchasing the add-ons?!?) Regardless, Drew and the manager Thomas Laurent did make an authentic effort to create a better experience post John-Lee’s infantile-tantrum-at-not-making-a-sale. Five stars for Drew and Caleb and the lovely lady (Shaunna?) who tied up the loose ends. And Michael for approving to buff the scratches (be careful!!) discovered during inspection. So here we are, we have a car, and an unforgettable experience- in whatever way one can interpret that. I am a repeat customer, I’ll probably be back. Next time, I’ll bring my husband. *insert eye roll emoji here.* More

Horrible service! Horrible sales department. Bunch of vultures circling around trying to slam dunk cars down your throat. Massive sales pressure. Horrible service d Horrible sales department. Bunch of vultures circling around trying to slam dunk cars down your throat. Massive sales pressure. Horrible service department as well. Took my Mercedes here to fix a rattling truck area and they can’t or won’t or don’t know how to fix the problem- it was not fixed and the advisor simply told me to take my car back as is. Ridiculous. How about a phone call to discuss the issue? No- just a cryptic text message from a rogue text number to come pick up my car. And when i finally did reach my service advisor he did nothing to advocate for the problem the car was having saying there was nothing he could do. The service manager was no help either. And treated me as if i was speaking a foreign language when i also explained the problem of the rattling issue to his attention. He first tried to say it was the emergency brake but then apparently attributed it to the back up camera which makes a loud noise like an aluminum can crumpling every time it deploys and retracts…and it does this is a lot bc it deploys and retracts every time the car is put into reverse or drive or park and every time the vehicle goes above or below 15mph. How about recognize the fact that it’s a major problem and what is Mercedes going to do about it to fix the constant rattling noise problem? No, just here it is and if you don’t come get it we’ll start charging you storage fees. Handing my car back to me with a scratch on the door and bird crap on the hood made things extra special. I asked the service advisor who didn’t want anything to do with me at this point to have the scratch and bird crap addressed. So they put some car polish solution and buffed out both areas. they should not have ever handed the car back to me like that in the first place. Service center here is a total disaster and horrible customer service. -John Taylor -John Taylor More

Absolute crooks and and bunch of cowards that work at this dealership. I drove 6 hours to purchase a mercedes-Benz from this dealership. After my purchase I refinanced with my own bank the very next day this dealership. I drove 6 hours to purchase a mercedes-Benz from this dealership. After my purchase I refinanced with my own bank the very next day and immediately sent the dealership all the necessary documents for them to sign and send back to my bank so the bank could finalize my loan. This xxxxx Ash golnazar the finance guy dropped the ball on my paperwork. I called 4 times a week for almost 2 months straight to make sure my paperwork was being taken care of but was told by the receptionist that no one at the finance office was available to speak to me and that she would take a message. Long story short because of this dealership my credit got completely ruined, I lost thousands of dollars by taking time away from my business and dealing with this issue. At this point the entire dealership including the finance guy, ash golnazar, shawna Davis the finance director and the general manager Jason viscarra know about my concern but nobody has the decency to step up to the plate and address my concern, instead they continued to ignore me like a coward that they all are. I left the general manager over 10 voicemails, numerous text messages on his personal cell phone and about 30 messages with the receptionist requesting to have the general manager call me back. I have bought over 30 cars from different dealerships In my lifetime, however I have never dealt with this level of incompetent crooked xxxx bags before. I am currently in the process of hiring an attorney to file a lawsuit to get my matter resolved. Don’t make the same mistake I did. Please do yourself A huge favor and stay as far as possible from this dealership filled with a bunch of money hungry pesticides. There are far better Dealerships then Mercedes Benz Of Walnut Creek that actually care about the customer rather than only caring about making a profit. More

The sales person was not very experienced at all. He kept answering my questions with “I don’t know”. He even left his sales tactics guide on the desk where I could read it (as it was facing me). It He kept answering my questions with “I don’t know”. He even left his sales tactics guide on the desk where I could read it (as it was facing me). It said “make the customer wait - we are up selling them”. I only came for the Spark not a Mercedes but that’s only because we might leave the country in two months. I would have expected the same professionalism as if I had inquired about a Mercedes. He said he brought the car into Chevy but didn’t tell me the outcome. A battery is good and tires are good isn’t good enough for me. I wanted data, numbers. Same with financing. Finally when I left the financing guy came rushing out. Too late at that time. Also, when it rains, offer your customers an umbrella too rather than you guys using one and letting tour customers stand in the cold rain. More

A few months ago, after long and detailed negotiations with representatives from this agency, I entered into a contract by phone and email with Nicholas Matheson-Thomas, a Sales Manager at the Mercedes-Be with representatives from this agency, I entered into a contract by phone and email with Nicholas Matheson-Thomas, a Sales Manager at the Mercedes-Benz of Walnut Creek dealership. Since I suffer from physical limitations, the salesperson Andrew Cortes came to my home with the car and the contract to sign. During this meeting, I spoke on the phone with Mr. Matheson-Thomas, who presented himself as "Nic." He charged by the phone my credit card by an extra 20%, more than agreed upon in the initial written contract. The entire amount characterizes a down payment due signing, a first month's payment, and a service package for three years at Mercedes dealerships. In this circumstance and others, both promised to send me a copy of the contract, as Andrew came with only one and a written certificate confirming the payment in advance for all periodic maintenance services. I made the advance payment and have already paid several monthly payments, but such a certificate has yet to arrive. To find out the matter, I called the sales manager, Mr. Matheson-Thomas, who repeated his promise to send the certificate and to return the overcharge. He used, again and again, many excuses for the delay, then started to say he needed to sort it out "tomorrow" with the general manager. Then, he stopped answering my emails and phone calls. Due to my surgeries, I couldn't come to the agency myself to take what I was paying for, and I had no choice but to contact a higher authority. I turned to Mr. Jason Viscarra, who holds the title of General Manager of Mercedes-Benz of Walnut Creek. Despite the promises inviting inquiries appearing on the company's website, the man didn't answer even once to my emails or the voice messages I left him; he ignored messages completely. Beyond actions that point to absolute dishonesty, as the payments on my part have been made in full, I am amazed by the poor customer service of this agency. The charges differed from what we agreed upon, and I entirely purchased a service product that still needs to arrive. More than the failure to deliver a paid product, the company ignores its customers' complaints; I find it the worst customer service I have ever encountered, a disgraceful customer service. Although I have bought a few Mercedes cars from other agencies over the years, I would never again purchase anything from MB of Walnut Creek dealership. Sincerely, D.G. More

Our son, who is a high school senior, was keenly interested in getting a Mercedes-Benz while we both parents were used to mostly Lexus over the years, so we were somewhat hesitant at the beginning t interested in getting a Mercedes-Benz while we both parents were used to mostly Lexus over the years, so we were somewhat hesitant at the beginning to buy something outside of our comfort zone. Luckily, our son connected with Mr. Savaun Davis at Mercedes-Benz of Walnut Creek. Savaun took all the time needed to understand the demanding requirements of our teenage son, met with him multiple times, took time to test drive C-Class as well as E-class sedans, showed us both used and new vehicles, walked us through financing options, and guided through the whole sales process that we felt very much comfortable, and helped us decide on 2023 E 350 model with all the features that our son wanted. Savaun and his manager Mike and the whole team worked closely with our bank to get the best deal possible, and we could not be happier. Savaun and his team have been understanding, kind, professional, and highly knowledgeable. We highly recommend Savaun and his team at Mercedes-Benz at Walnut Creek. We certainly look forward to working with Savaun again for our next auto purchase. More