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Had a great experience working with Wendell! He was not... - Leo
Had a great experience working with Wendell! He was not pushy and he made my car buying process a breeze. Would definitely refer this dealership and Wendell to friends & family.
Top Reviewed Specialists At This Dealership
Sales and Leasing Consultant
Excellent visit with the service Dept. Trent Jenkins and... - Ciaglijoe
Excellent visit with the service Dept. Trent Jenkins and Erik Rudd went above and beyond for a fantastic and effective visit. Thank you so much
Leasing and Sales Consultant - Internet Manager
Lead Product Concierge Supervisor
Another bad service review - Unhappykristie
This dealership was unprofessional, inept and extraordinarily rude. The staff does not communicate with one another and I was continually given different information every time I spoke to them. I have been a Mercedes customer for years (in California) and I have never been so mistreated in my life. I highly recommend that you review the multiple negative experiences here on Facebook, Yelp, and The Better Business Bureau (BBB). (Be sure to look at the hidden Yelp reviews too). I hope my review helps others.
We were passing through Reno on a Saturday when we had issues with our 2015 Mercedes. We took our car to this dealership and were scheduled and confirmed for 7:45am diagnostics on Monday morning. Brandon called me at 8am Monday to tell me he was running the diagnostics and he would call me back shortly. By 12pm I had not heard from him, so I called back and Brandon rudely told us he had not looked at our car and he wasn't sure if he would even get to it that day. I explained to him that I just needed the diagnostics run (as promised) so I would have a better understanding of how long we might be stuck in Reno for. Brandon rudely repeated he wasn't sure when he could run the diagnostics. I then asked for a loaner vehicle, only to be passed around to three different people, then told Brandon would look for a loaner and call me back. He never called me back.
After some time passed, I called the dealership again, explained my frustration that I was scheduled for a 7:45 am diagnostics and now was being told they don't know when they will look at my car. I again asked for a loaner, passed around again, then I asked for the service manager. The service manager, without any hesitation, said they had plenty of loaner vehicles. I made my way to the dealership, picked up my loaner and Brandon again told me he wasn't sure when they would even look at my car. I reminded him I was confirmed for a Monday morning diagnostics, I asked him to please just run the diagnostics so I could make arrangements with a hotel and my work regarding how long I would be stuck in Reno. I tried to explain to Brandon that I understood they would not be able to WORK on my car for repair that day, but I was promised the diagnostics would be run that morning. Brandon refused to confirm when the simple diagnostics would be performed. When I asked what time the dealership closed, Brandon told me to look it up on the website.
My experience from there went even more downhill. I would get different statements regarding my car between three different people in the service department. I eventually had to tow it out of Mercedes of Reno. The tow truck driver called me to tell me that this was the most difficult and rude dealership he had ever worked with. They refused to provide one ounce of assistance. He even provided me with a written statement so that I could contact Mercedes North America corporation.
Overall, my experience was the worst customer service experience of my life. I would like to again say be very cautious doing business here, look up their hidden reviews, look them up on the BBB (Better Business Bureau) and on Yelp. You will find many unhappy customers all with very similar experiences. It really says a lot when the majority of all the negative experiences are so similar.
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