Mercedes-Benz of West Covina

Service on car was excellent. The car came back great, great communication through the worker who worked on my car. Went into service building to pick up my vehicle and I was curr The car came back great, great communication through the worker who worked on my car. Went into service building to pick up my vehicle and I was currently in the waiting area and have been waiting for assistance without being acknowledged. Additionally, I was not informed that my service advisor had been changed, which has made the situation more confusing. I waited in the lobby for quite some time , normally staff asks me if I need any help. No help!!! People watched me waiting there and did not even acknowledge me there and when I spoke to my service advisor Jose, he mentioned that he wasn’t my advisor “ I was not informed that I had been reassigned to a new advisor. Going forward, I would appreciate clearer communication regarding any changes.” More

Roberto contacted me after an online inquiry. He was very polite and honest in his response about the vehicle. Decided to buy and he brought the car to us that evening. We live 1 1/2 hours from t He was very polite and honest in his response about the vehicle. Decided to buy and he brought the car to us that evening. We live 1 1/2 hours from the dealership! Above and beyond Matthew, the financial officer was also very friendly and happy to help. Easiest car buying experience I’ve ever had. Highly recommend! More

Service and execution were top notch. The only thing that stopped me from a 5 star rating is the 3% credit card surcharge. I know that Mercedes of Ontario charges the same surcharge. The only thing that stopped me from a 5 star rating is the 3% credit card surcharge. I know that Mercedes of Ontario charges the same surcharge. More

I am extremely disappointed in the customer service experience at Mercedes-Benz of West Covina. I purchased a 2025 certified pre-owned CLA 250 from Rabih in late October 2025, paying the full amount experience at Mercedes-Benz of West Covina. I purchased a 2025 certified pre-owned CLA 250 from Rabih in late October 2025, paying the full amount in cash at the time of purchase. During the test drive, I noticed the check engine light was on. I was assured not to worry, as it was fully covered under warranty and would be corrected prior to delivery. I also mentioned that the wireless phone charger worked intermittently, and I was told it just needed to be properly secured with the lever. Based on these assurances, I moved forward with the purchase. At no point was I informed that the vehicle only came with one key. When I was handed a single key at delivery, I was told the second key would be located and sent to me. Although the check engine light was off when I drove the car home, it returned within a few days. This issue should have been resolved prior to purchase as promised, yet I had to take time off work to bring the car in for service. I followed up multiple times with Rabih about the missing key and was repeatedly told to wait, but never received any updates. I then contacted Gustavo, the customer service manager, who said he would look into it and call me back. He failed to follow through on multiple occasions. Ultimately, I had to take additional time off work in March 2026 to visit the dealership in person and speak with the General Manager, William, who finally ordered the key. During that same visit, I went to the service department to address an ongoing issue with the center console volume control, which had been working intermittently since purchase. I also reiterated the issue with the wireless charger. James at the Service Department initially confirmed these would be covered under warranty, but later informed me the claim was denied due to alleged coffee damage. I explained that I do not drink coffee and that these issues were present at the time of purchase. Despite this, the warranty claim was denied by his supervisor. I attempted to contact William again and received no response, which forced me to return to the dealership in person once more. After discussing the situation and emphasizing the repeated service failures, lack of communication, and pre-existing nature of the issues, he initially offered to split the repair cost. After further discussion, he agreed to cover the full repair. Unfortunately, the experience did not improve. When I picked up my vehicle, the center console had not been properly reassembled, requiring me to return immediately to have it corrected. This lack of quality control was extremely frustrating. Additionally, even the rental car process reflected poor service. I was directed to retrieve a vehicle that was improperly parked and impossible to safely remove without assistance, requiring me to go back inside and ask for help. Throughout this entire experience, James in the service department was the only individual who demonstrated consistent professionalism and customer service. James was excellent to work with and was very responsive. Aside from James, this experience fell far short of the expectations associated with the Mercedes-Benz brand. From unresolved issues at the time of sale, to poor communication, to repeated inconvenience and lack of accountability, the level of service was unacceptable. As a result, I will not be purchasing another Mercedes-Benz in the future, despite previously planning to do so for my son. More

Jose did a wonderful job. He was honest and reliable . I’m so thankful for him and his great dealership. He was honest and reliable . I’m so thankful for him and his great dealership. More

Pro(s): Demitra was pretty good. She was welcoming, professional & clear. Con(s): Overpriced; Car now has a leak, which it didn't before taking it in; Requested a cosmetic repair quo She was welcoming, professional & clear. Con(s): Overpriced; Car now has a leak, which it didn't before taking it in; Requested a cosmetic repair quote, which Demitra said was completed, but your site never delivered it to me; Made a rental car reservation and you could not provide the rental car - why take reservations and leave customers high and dry - kinda shameful. I could go on with other problems experienced. More

Every time I schedule service with Riad he does an exceptional job and makes sure all my car is taken well care of exceptional job and makes sure all my car is taken well care of More

John was very courteous and friendly. The issue was completed in a timely manner. I will be a repeat customer. The issue was completed in a timely manner. I will be a repeat customer. More

Peter was high energy and fast moving. Lobby was immaculate. I was treated with care and respect. Lobby was immaculate. I was treated with care and respect. More

I recently purchased another Benz and I am back with the Mercedes family. The customer service is always top notch and I am glad to be back. Mercedes family. The customer service is always top notch and I am glad to be back. More