Russell Pentz

My experience was great, my vehicle was repair and returned to me the same day under (4) four hours. The staff was very polite and made my experience pleasant during my issue with my vehicle. I would returned to me the same day under (4) four hours. The staff was very polite and made my experience pleasant during my issue with my vehicle. I would like to thank the staff of Catonsville Mercedes Benz for a job well done. More

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I had an absolutely horrendous experience with the Catonsville Mercedes Benz dealership. I brought my 2017 c63s in for repairs, and not only did they fail to completely fix the issues, but they also e Catonsville Mercedes Benz dealership. I brought my 2017 c63s in for repairs, and not only did they fail to completely fix the issues, but they also ended up robbing me for my car. They made a mistake on their end, and then tried to charge me an absurd amount of $116,000 for it. To make matters worse, the service manager was incredibly rude and uninviting throughout the entire process. I felt like I was constantly being brushed off and dismissed, and my concerns were never taken seriously. When I tried to escalate the issue to the general manager, things only got worse. The general manager contacted me and was blatantly rude and disrespectful. He even went so far as to threaten to destroy my vehicle, which was completely uncalled for and unprofessional. Overall, I would strongly advise against doing business with the Catonsville Mercedes Benz dealership. They clearly do not value their customers, and their service is subpar at best. Save yourself the time, money, and hassle, and take your business elsewhere. More

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We have brought our vehicles to Koons for years. We would go nowhere else! Very reliable and caring We would go nowhere else! Very reliable and caring More

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I would never refer anyone to this dealership. The Service Department and it’s staff are disrespectful and rude. They are money hungry and feed you bull crap. Don’t take their word, and get a seco The Service Department and it’s staff are disrespectful and rude. They are money hungry and feed you bull crap. Don’t take their word, and get a second opinion. They will sabotage your vehicle and you be pushing the car out using AAA. More

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The dealership was clean and service department was awesome..please keep up the great service!!! awesome..please keep up the great service!!! More

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On time. Charges as stated earlier. Outstanding service Will go in future for service and will refer others to this dealership Keep up the good work Will go in future for service and will refer others to this dealership Keep up the good work More

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Attends to customers in a professional manner and attention to details. Environmental is clean and safe Abd sitting areas are spacious. Fast and well codinated attention to details. Environmental is clean and safe Abd sitting areas are spacious. Fast and well codinated More

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Completed repair sooner than promised. Yes they did. Stan P was very helpful & courteous. He is in Sprinter service. This was an important recall repair Stan P was very helpful & courteous. He is in Sprinter service. This was an important recall repair More

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Finally called it quits We used them for years. We had to constantly watch and question their aggressive recommendations for fixing expensive non-issues and replacing wear pa We used them for years. We had to constantly watch and question their aggressive recommendations for fixing expensive non-issues and replacing wear parts too early. Finally called it quits with them when the manager told us they had provided information when they did not. They said we declined work we had never even been told about. Just not trustworthy. Will try one of the highly rated independent shops that are actually closer and just take Lyft instead of loaners. More

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Brought my car in for regular maintenance and asked them to look at my headlight that had a bulb go out & had MINOR condensation. I received the car back with a headlight full of water. I was told I have a to look at my headlight that had a bulb go out & had MINOR condensation. I received the car back with a headlight full of water. I was told I have a hairline crack in my headlight, but they put it through the car wash anyway. The rep that helped me, Jackie, was incredibly unprofessional from the start—even prior to issue arising. She was cursing throughout the interaction in a very casual way, saying things like “It’s Mercedes. That s**t’s expensive.” I don’t expect people to talk to me like a robot, but at the same time, it’s Mercedes. We’re not at the bar. They ended up giving me a loaner while the tried to resolve the issue. Jackie called me the following day and told me they blew out my light to get the water out and it was ready for pick up. The car was in the exact same spot and I was told by another representative that it hadn’t moved the whole day. Needless to say, nothing was done to get the water out and I wasted my time going there after work. So that night I ended up speaking with Abe who was very professional, understanding, and accommodating and told me to keep the loaner because the light still wasn’t addressed. The following day I got a call from Paula, the cashier, who said that she told me when I got the loaner, that I would have to bring it back right away if the issue was fixed. I told her it was still being worked on so she said she would check with the manager and he would call me back. Russel, the manager was very reasonable and professional. He tried to accommodate me, but ultimately the solution they were offering (replacing the headlight for $2,200) was not something I wanted to do. Fast forward to day five that my car is in the shop for this issue. I get a call from the shop manager and he tells me my key fob isn’t working and asks me if I’ve ever had issues with the key. I told him no. I used the key to get the car there and I was just in the car days earlier to grab something before I left after my second attempt to get the unfixed car. I asked him if the battery could have died. He opens the key fob up while I’m on the phone with him and the battery was in upside down. Obviously the battery wasn’t in upside down when I brought it in because I drove it there and they drove it several times in order to work on it. He said they must have replaced the battery and put it in the wrong way. This added to my distrust for the dealership because judging from my interactions up to this point, I don’t feel like they would randomly replace my battery for free particularly AFTER the car was worked on and just sat. On the sixth day of the car being at Mercedes, I went to pick the car up. Russel said the night before that they dried the light out and I could pick the car up. When I got there, it was better than it was when I came to get the car the first and second time, but not in the same condition it was when I brought the car in. The problem isn’t with Russel, however. He’s doing what he can with what he’s got. Overall the dealership was VERY on top of trying to get their loaner back, but not at all worried about fixing the issue with my car as evidence by the fact that the car sat for several days with nothing done and no communication from the shop. I got several calls about the loaner without any updates on my car. Communication is a massive issue there. But to top things off, the whole experience wouldn’t have been complete without $25 getting stolen from my center console! I honestly had to laugh and drive off because I couldn’t believe how terrible the whole transaction was. Quite the experience for Mercedes Benz. Russel and Abe, you two are fantastic and I really appreciate your attempts at helping. My interactions with everyone else were unacceptable and my car is worse for the wear having gone to the Catonsville location. Not only would I not recommend this locations, I will definitely tell people to avoid this location. If I can save one person from the headache I’ve gone through here, it will be worth sharing the experience. More

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