Juliana Kroupa

I brought my recently purchased Mercedes-Benz to Mercedes-Benz of Owings Mills for a pre-purchase inspection after purchasing the vehicle from Carvana. I was specifically told that if mechanical iss Mercedes-Benz of Owings Mills for a pre-purchase inspection after purchasing the vehicle from Carvana. I was specifically told that if mechanical issues were found, SilverRock, Carvana’s warranty company, would handle covered repairs. My wife waited at the dealership for several hours while the inspection was performed. We received a video from the dealership indicating there may be an oil leak, although they could not determine where it was coming from. We were also told about some clamps that needed to be secured and that the Mercedes emblem needed to be replaced because it was interfering with the radar sensors. The service advisor told us she had submitted the claim to SilverRock and that my wife could leave with the vehicle. A few days later, we were told SilverRock had denied the claims. When I contacted SilverRock myself, I was told they needed documentation showing exactly where the oil was leaking before they could determine coverage. The service advisor then instructed us to bring the vehicle back so they could take additional pictures/documentation. My wife returned to the dealership, only to be told they needed to keep the vehicle. She was sent home in an Uber. This was on a Thursday. By Monday, no additional repairs had been completed and there was still no approval from SilverRock, so I picked up the vehicle. I was charged $274.92 for the original inspection. I contacted SilverRock again and was told they had not received the additional pictures or video that we were told were being obtained when we brought the vehicle back. I contacted the service advisor, and she sent me the same original video we had already received. At that point, I decided to get a second opinion from Mercedes-Benz of Hunt Valley. That decision made it very clear how serious the problem with the original inspection was. Hunt Valley subsequently inspected the vehicle and obtained authorization for multiple repairs, including: • Torn bushings on both front upper control arms • Torn bushings on both lower control arms • A leaking oil return line for the left turbo • A torn right intake tube • A missing/failed drain plug seal • Front and rear alignment • Both front door inner window seals The repair order totaled $6,704.01 before any declined work, and these were not simply cosmetic recommendations. Mercedes-Benz of Owings Mills later contacted us after I submitted my complaint and acknowledged in writing that items had been missed during the initial inspection and that there had been miscommunication regarding SilverRock. They also stated that hearing another dealership had found issues initially overlooked by them was “very concerning.” They asked to speak with us about how they could “make things right.” We were willing to have that conversation, but as of today, September 30, we still have not been contacted regarding the $274.92 refund I requested for the inspection. This experience was extremely disappointing. When I pay a Mercedes-Benz dealership nearly $275 for a pre-purchase inspection, I expect the vehicle to actually be inspected thoroughly and the findings to be accurately communicated and documented — especially when the inspection is being used to determine whether a warranty company will authorize necessary repairs. The fact that another Mercedes-Benz dealership subsequently found and obtained authorization for multiple significant mechanical issues that were missed during the original inspection is extremely concerning. I would strongly encourage anyone having a vehicle inspected here, particularly when dealing with a third-party warranty company, to get everything in writing and verify directly with the warranty company that all required documentation was actually submitted. At this point, I’m not looking for an apology. I would simply like the $274.92 inspection fee refunded and for the dealership to take responsibility for the lack of inspection. More

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Great experience at this dealership. My wife took her vehicle for a service appointment. Her vehicle was fixed in less than 5 minutes. No long waiting times, estimates and unnecessary c My wife took her vehicle for a service appointment. Her vehicle was fixed in less than 5 minutes. No long waiting times, estimates and unnecessary charges. I wanted to take a moment and say big Thank you to Juliana, who was very professional and did an outstanding job. Also, big shoutout to the General Manager Johnathan Logue who personally called me to update me on her vehicle situation. Overall, amazing service from a well run dealership. Thank you ! More

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My experience with Christene Marshall over at Mercedes Benz was awesome she was very helpful nice and got me into the car I wanted and affordable for me I will definitely recommend her to family and frien Benz was awesome she was very helpful nice and got me into the car I wanted and affordable for me I will definitely recommend her to family and friends 😁💯 More

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I had a great experience with Juliana. I especially want to recognize my service representative, Juliana, for her outstanding support. She was not only kind and courteous throughout the en I especially want to recognize my service representative, Juliana, for her outstanding support. She was not only kind and courteous throughout the entire process, but what truly stood out was her speed and efficiency. From check-in to completion, everything was handled quickly and smoothly without sacrificing quality or attention to detail. She respected my time, kept me informed, and made the entire service experience stress-free. I truly appreciate her dedication and would highly recommend her to anyone visiting this location. More

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