Mercedes-Benz of Westwood

Very disappointing experience from both of my past 2 trips to this dealership after prior years if quality service. Most recently, the dealership had my car fir 2 days with zero communication. After f trips to this dealership after prior years if quality service. Most recently, the dealership had my car fir 2 days with zero communication. After finally getting in touch with me on day3, I was informed the delay was due to a 2 day backup in the service department. The service manager apologized for the delay. The dealership had the car for another week before they fixed my issue (simply fixing the window which wasn’t functioning). I will not be going back to this dealership. More

My car sales person George N. Is awesome He has 10 stars !! But the service department is horrible They take forever for everything. What should take 1 to 1 1/2hrs takes 3 1/ Is awesome He has 10 stars !! But the service department is horrible They take forever for everything. What should take 1 to 1 1/2hrs takes 3 1/2 hrs. And they are always giving the same excuse “we are short handed” I’ve been hearing this for almost 2 years now…. Get your car serviced somewhere else Unless you have many hours to waste. . More

I usually don’t write reviews but am so horribly disappointed in this dealership, I would advise anyone considering servicing your car there to go elsewhere. I leased a brand new car in December 202 disappointed in this dealership, I would advise anyone considering servicing your car there to go elsewhere. I leased a brand new car in December 2022. Right away the audio wasn’t working and I needed to have it serviced there. I dreaded even calling them because when you call their line either continuously rings with no answer, or you get disconnected while on hold, or they tell you to call back. When I finally set aside two days to bring it in (knowing it would be a process), I was continually ignored. They had no loaners to offer, fine, they gave me a ride home. My service guy called me later that day to tell me my car was fixed but couldn’t guarantee that until starting it up the next day. So I asked them to keep it overnight to make sure it works and I never received any call again from them about it. I called 4 more only to get a different answer from whomever I spoke with. The first time, my service guy said yep it wasn’t working when we went to start it so we had to replace a part and will be complete within the hour. No call back. I call again and someone else else said they hadn’t even started working on it yet but someone would call me before they closed that day. Nope, no call. The next morning I call again and am told they were going to check on it and call me back. Nope, no call back. Finally the fourth time I called I refused to hang up until I got an answer about my car and they tell me what is happening. Then I am told it is still not working and needs another part that won’t be in until at least Monday (this was Friday). I said that was unacceptable and I wanted them to either fix it that day or give me a loaner, which they said they didn’t have any available and I could come get my car but it won’t be working and could bring it back. Again, I said unacceptable. I had no other ride there and needed a car for work and couldn’t make any adjustments without knowing when I’d get my car. I asked to speak to the manager or my service guy, both of which were conveniently “busy”. I said I would hold until one was available. After 20 minutes holding finally they found a loaner car for me and got me a ride there. Got the loaner and didn’t hear from anyone again until Thursday (9 days later from when I dropped it off) to tell me my car was ready. The lack of communication is absolutely unacceptable and the fact that I purchased a brand new car from them that didn’t work, should have been upsetting to them, but no one seemed to even be bothered. This is not the first time I’ve experienced such bad service from them and I should have known but wanted to give them a chance as they were the closest dealer to me. No more chances. I strongly recommend staying far away from this dealership. More

I would really caution you from working with these folks. When I leased my vehicle in December 2020, Robert Leaver, their finance person, pressured me to buy an $1,100 prepaid maintenance contract that cove When I leased my vehicle in December 2020, Robert Leaver, their finance person, pressured me to buy an $1,100 prepaid maintenance contract that covered maintenance for 20k miles/2 Yrs. I didn't want to purchase the contract but he was so aggressive, he wasn't going to let me leave if I didn't. So, I purchased it. I used the service twice for two maintenance services (oil changes and check ups). It is July 2022 and I'm attempting to use my prepaid contract and have been told it is expired because it was limited to two services. That was never explained to me and it is nowhere in the documents that I received when I left with my vehicle. I never received this fully executed "contract" they keep referencing. They are unwilling to help me and just offered me another prepaid contract. I was taken and I would not recommend Westwood Mercedes to anyone. Get an Audi or a BMW instead. More

Horrible. Called them to go check a car, got there at 5:30 and they kept me waiting for 15min to tell me they cant show me the car now and to come another day. Called them to go check a car, got there at 5:30 and they kept me waiting for 15min to tell me they cant show me the car now and to come another day. The guy was very rude and unprofessional.Called the next day, they said they’d call me back and they never did. More

This has been my dealership for the past 12 years, no issues until now. They won’t call you back for an update on your car, when you call, it’s always voicemail. Service wise, they are lost, brought my issues until now. They won’t call you back for an update on your car, when you call, it’s always voicemail. Service wise, they are lost, brought my car (new) for a regular service, nothing was wrong with it, pick up and breaks were making noise, had to bring the car back, was told the break booster needed to be replaced, they “did it “, so at pick up time, breaks where still making the same noise, and I was told the booster needed replacement again… yeah… Something changed drastically for the worst, because the service quality is not there anymore. More

This Dealership service has gone down. I had my car serviced over the weekend, and I was very, very displeased with their customer service! I will seek going elsewhere for future services on my vehicl serviced over the weekend, and I was very, very displeased with their customer service! I will seek going elsewhere for future services on my vehicle. My time being there from 9:30 a.m. until 4:00 p.m. for brake repair did not appear to be valuable to them. (A loaner car according to them, was not available). I had to consistently ask when my vehicle would be ready! I would not recommend anyone I know to do business with this Dealership! More

Nick Marotta (and everyone else whom I have had help me with service) at Mercedes-Benz of Westwood is extraordinary in the thoughtfulness, customer service, and care given each and every time my car is ser with service) at Mercedes-Benz of Westwood is extraordinary in the thoughtfulness, customer service, and care given each and every time my car is serviced. Where most service departments at car dealerships service cars...Nick services people. Ever-concerned about my needs and well being, he goes over and above when calling to explain work needed - or work not needed - to assure customer understanding and satisfaction. My 2014 GLK was bought used - it is my first ever 'preowned' car, yet I am treated at this dealership with such care and respect, one would think I purchased the most costly vehicle there - Words are but words - yet everything I stated is heartfelt. I greatly appreciate everything about the individuals at this dealership and recommend them with the highest regard. J. Baker / Newton, MA More

They are not honest and will not return your phone calls if you are having an issue. The manager Sean Ramos will not return any of my phone calls after promising me that he would handle a complaint that i s if you are having an issue. The manager Sean Ramos will not return any of my phone calls after promising me that he would handle a complaint that i spoke with him about. I have called and left several messages and asked if he could kindly let me know what is going on and he ignores my calls this is unexceptionable. I have been a loyal customer for many years with Mercedes and after this experience i will be looking to purchase something other than a Mercedes in the future. I think everyone should look on these reviews before shopping at certain locations. I will no longer buy a Mercedes. Deborah Rose More

Cannot trust their CPO multipoint inspection. They sold us CPO car with worn out breaks. We Bought a certified preowned GLS450 (just over 30K miles) from Westwood Mercedes, and within 60 days and less th us CPO car with worn out breaks. We Bought a certified preowned GLS450 (just over 30K miles) from Westwood Mercedes, and within 60 days and less than 500 miles, several check lights popped up on the dashboard. While in servicing for the check lights, we were told the brake pads are worn out to the lowest point 3-4mm, and we will need to pay out of pocket. The whole point of buying CPO cars is because the dealers or automakers go through a multipoint inspection and will check on hundreds of parts and systems to ensure they meet the minimum requirement. When we demanded the CPO multipoint inspection records/details and how the car passed inspection at first place, we were left unanswered. The salesperson Matt told us he does not have any records of work done to the car and thought the “service guys must have been sleeping”. According to service/salesperson Grant, “its normal for Mercedes brake pads to go from 8 to 3mm in about 500-1000 miles”. Per Grant’s claim, all Mercedes owners need new brakes in about 2000 miles??? While we are sure Mercedes would like to hear these ridiculous claims made by Westborough dealership, we are still trying to reach the Sales manager Jeremy (or Jerry?) and has been ignoring us. The whole process has been a very time consuming and frustrating experience despite having all the warranties and extended warranties on a 3-year-old certified car. It’s almost a month we are going through this hassle and its simply exhausting. In our opinion, the brakes will not ware out from 8mm to 3-4mm within 60 days of use and less than 500 miles. Westwood cannot produce the proof of work prior to sale, neither is it recorded in the database that another dealership can look it up. Did Westwood sell us a car with worn out brakes/failed inspection or they never really did any multipoint inspection? Its hard to trust car dealership but you cannot trust their certification either! More