Omar Martinez

I am beyond disappointed and angry with my experience at Mercedes-Benz of Harriman, particularly with how they handled an ongoing warranty issue and their complete lack of accountability afterward. I broug Mercedes-Benz of Harriman, particularly with how they handled an ongoing warranty issue and their complete lack of accountability afterward. I brought my vehicle in for service in November 2025 for recurring problems that had already been brought to this dealership multiple times and issues that I had upon purchasing the car. On previous visits, repairs related to these same issues were covered under my warranty. However, when I returned because the problems continued, I was suddenly told they were no longer covered and was charged approximately $1,500 out of pocket. I have yet to receive a reasonable explanation for how a recurring issue can be covered under warranty, fail to be properly resolved, and then suddenly become my financial responsibility. Because their explanation did not make sense, I brought my vehicle to two other Mercedes-Benz dealerships for their assessment. Both agreed that, given the circumstances and service history, I should not have been charged for these services. I repeatedly attempted to resolve this directly with Mercedes-Benz of Harriman. I worked with Brandi Lawler, Omar Martinez, and Orlando Casale, giving the dealership multiple opportunities to review the situation and explain the charge. Instead of receiving a resolution, my calls stopped being answered or returned. Apparently, communication is easy when collecting $1,500 but much more difficult when a customer begins questioning whether that money should have been collected in the first place. The situation became so frustrating and exhausting that I ultimately sold the vehicle and purchased another car from a completely different dealership. Selling a vehicle and purchasing another is not a minor inconvenience. I had simply lost confidence in both the vehicle and this dealership’s willingness to stand behind the repairs. It is unacceptable that an unresolved service and warranty situation became so aggravating that I felt getting rid of the vehicle altogether was my best option. What makes this experience even more upsetting is that throughout the process, I felt dismissed and treated differently as a single woman handling a vehicle service issue on my own. I cannot speak to anyone’s intentions, but I can absolutely speak to how I was treated. My concerns did not seem to be taken seriously, and being ignored after challenging the charges only reinforced that feeling. For a dealership representing the Mercedes-Benz name, I expected significantly better. This is no longer just about $1,500. It is about a complete lack of transparency, communication, accountability, and respect. I gave Mercedes-Benz of Harriman numerous opportunities to address this privately before posting a public review. Instead, I was left without answers, sold my vehicle, and took my business elsewhere. I am still waiting for this dealership to take accountability, explain why previously covered recurring issues suddenly became my responsibility, and make this situation right. If you plan on purchasing a Mercedes, I recommend Mercedes-Benz of Golden’s Bridge. They have great customer service and show consideration to their customers. More

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Mr. Omar Martinez did an outstanding job of keeping me informed about my service needs and answering any questions I might have had. My experience was fantastic. informed about my service needs and answering any questions I might have had. My experience was fantastic. More

by PETERMCFARLANE952 Verified Customer Verified Customer

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Used to be my favorite place to get service but after recent staff changes not sure I will return . Understand maybe the service department is overwhelmed but after my last 2 experiences makes me questio recent staff changes not sure I will return . Understand maybe the service department is overwhelmed but after my last 2 experiences makes me question what is really going on . Slow to return calls , missed items and requests, inconsistent pricing on the same exact vehicle and lack of knowledge for their own advertised discounts . Valve caps not replaced on tires after service. No knowledge of process for manufacture or extended warranty items .Sometimes it’s the little things that can drive you away . Sucks as was very good before and always a pleasure to come in . More

by DLSA Verified Customer Verified Customer

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Omar listened to my concerns and had the car serviced as requested. I have had other irritating, intermittent issues with the car that were not rectified, and one very serious safety issue that I will have requested. I have had other irritating, intermittent issues with the car that were not rectified, and one very serious safety issue that I will have to escalate because MB has not addressed it. More

by MERCURIOANTHONY Verified Customer Verified Customer

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I’m traveling cross country and the dreaded DEF light comes on .. I am so blessed to have called Gia who got me an appointment the next day . E’Mari Davis sat me down and explained they only had one tech comes on .. I am so blessed to have called Gia who got me an appointment the next day . E’Mari Davis sat me down and explained they only had one technician and I might have to wait .I went out exploring and called later in the day . It was finished and under warranty!!!I could have kissed him over the phone ! THANK YOU Everyone I met at this location was professional and friendly. Please keep up the good work. More

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Omar provides EXCELLENT professional service, he is a great asset to your service team. It was a pleasure working with Omar as well as all the other dealership associates and technicians I’ve met. great asset to your service team. It was a pleasure working with Omar as well as all the other dealership associates and technicians I’ve met. More

by carguys Verified Customer Verified Customer

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Pleasant efficient, a pleasure to deal with Also, very good at keeping you in the loop of how your car is doing very good at keeping you in the loop of how your car is doing More

by STEVESANTAGATA Verified Customer Verified Customer

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Really Good people,Very clean location and one of the Best Mercedes Benz dealer I have had so far hopefully we can stay family and together for years to come. Best Mercedes Benz dealer I have had so far hopefully we can stay family and together for years to come. More

by MICHAEL.JET747 Verified Customer Verified Customer

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Best dealership I’ve been to in 6 attempts. Thorough, truthful, and willing to work out circumstances that are in the grey. Thorough, truthful, and willing to work out circumstances that are in the grey. More

by ASKORION Verified Customer Verified Customer

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Great team, great service. Jodie at the desk, Miguel in the maintenance garage, Omar as the customer service point of contact. Thanks very much for an easy and pleasant experi Jodie at the desk, Miguel in the maintenance garage, Omar as the customer service point of contact. Thanks very much for an easy and pleasant experience; keep up the great work! More

by Brian.wetzler Verified Customer Verified Customer

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