Orlando Casale

I have been a Mercedes-Benz customer for years, but my recent service experience has been quite frustrating. My 2019 CLA 250 experienced a no-start issue involving the battery system. After more than o recent service experience has been quite frustrating. My 2019 CLA 250 experienced a no-start issue involving the battery system. After more than one service visit and a battery replacement, I was informed that the battery ground cable also needed to be replaced and that the part had to be ordered from Germany. I have now been waiting for nearly two months. As of August 21, the part is still on backorder, with no estimated arrival date. This means that the repair has still not been fully completed. I do appreciate Service Manager Orlando Casale for responding to my concerns regarding the earlier service experience. He also offered me a complimentary full vehicle detail, although I have not yet used this service. When I contacted the dealership again recently, the service department also checked the latest status of the part for me. However, as a Mercedes-Benz owner, it is disappointing to wait this long for an important electrical system component with no estimated delivery date. I hope Mercedes-Benz can improve its parts availability and communication, and I sincerely hope this issue can be fully resolved soon. I will update this review once the battery ground cable has been replaced and the repair is fully completed. More

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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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Thanks for helping me with my Sprinter van. The off road display keeps going on. But the check engine light went off. Just came back from a 2400 mile trip. Will bring it back to see if you can The off road display keeps going on. But the check engine light went off. Just came back from a 2400 mile trip. Will bring it back to see if you can find the problem. Thanks More

by Ken Verified Customer Verified Customer

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Valentina took care of all my service needs with professionalism, courtesy and a very pleasant attitude. It was a pleasure to have her handle my service call. professionalism, courtesy and a very pleasant attitude. It was a pleasure to have her handle my service call. More

by LUGIN 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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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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Excellent a pleasure Amari in service is outstanding very helpful very professional and shows that he cares. helpful very professional and shows that he cares. More

by TONYVMAX10 Verified Customer Verified Customer

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Valentina was very thorough and professional, listened attentively to my concerns, and provided great value for my service. attentively to my concerns, and provided great value for my service. More

by ronald.hennel49 Verified Customer Verified Customer

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Great customer service amazing person. Thank you for everything you did to make my car in better shape. Thank you for everything you did to make my car in better shape. More

by IMUSOVIC1 Verified Customer Verified Customer

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Service was quick and efficient especially appreciated video descriptions. Valentina was very helpful and kept us informed every step. video descriptions. Valentina was very helpful and kept us informed every step. More

by STACY777 Verified Customer Verified Customer

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