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November 2023 by J Lovely
Proceed with Caution and $5K in repair monies and another $2k to fix that repair after the first l. Wanted to charge me $100 a day for storage if I didn't get repairs done immediately. Just don't be African-American and have a car issue, you don't matter here even moreso... My opinion, my thoughts, and my experience. I have had numerous problems here and the level of service is terrible even when they try to sound nice. Last time here, service advisor ok'd repairs on my car without my authorization, and then stuck me with the bill. Shortly after that visit, oh wow a whole few days later, SRS Malfunction and no start (SRS stands for Supplemental Restraint System). That has all to do with the airbags ( which they have had to replace 2x on this vehicle due to recalls for a car that has never been in a collision - go figure!After another tow back there suddenly it's an entire Electronic System Failure .. Oh my, how does that happen when it was just hooked up to your brilliant diagnostics and the SRS is an Airbag problem. Total uncaring, incompetence, overcharging, let's do your car in and find a way to make more money and cause a new problem after repair because you won't be able to prove we did it place I've ever seen in my life, just to drive sales. I'm done with Mercedes on this account. My new car shopping will be elsewhere. Mercedes needs an entirely new location in the DMV area with some quality and care you would expect from a dealership. This place is not it. Some of these 5* reviews are workers. Desperation at it's finest. Please don't reply MB of Alex., that tired message that you reply to everyone's reviews with here is not individualized nor acceptable to me. Y'all are mad I called Customer Care, but they aren't worth two stale bags of chips either. If your care is over 10 years old you don't matter anymore, they forgot a customer is always a customer again! Not at NOcedes Benz - Smdh again
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November 2023 by Paul JC
My Mercedes got towed in for gas leaks. It’s been two weeks and I still haven’t got my car back. Calls went straight to voicemails. Request to speak to a manager and no manager calls me back. It’s better to go to another dealer where they appreciate your buúiness!
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November 2023 by Mike Rush
I scheduled a service appointment and requested a loaner and today when I arrived for my appointment, I was denied a loaner by the service advisor Austen. He was rude from the start and I just figured he may not have been a morning person, but to be denied my request was a major inconvenience for me. I then requested to speak with his manager and he said that management doesn’t arrive until after 9:30am. I’ve been in the automotive business for over 20years and I’ve never heard of this in the service department. I then asked for his managers card and Austen went to some junk drawer to look for a card instead of his managers office. This whole situation is just strange to me, at this point. I then went to the showroom to see if a manager was available there, but there wasn’t one which is okay for the sales team. As I began to leave, Austen runs into the service lane after his reality check and says that he’d make a one time exception and after I rejected his offer he got pretty aggressive and told me not to bring my vehicle there for service, because no loaners would be given. This guy is the worst and should not be allowed to work in any customer service position and especially not in a luxury car dealership. Maybe, it was just because I am an African American man. I really hate to bring race into any situation, but it 100 percent felt like it.
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November 2023 by David Schendt
If you have a warranty for a failing part, this dealership with gaslight you and defer actually fixing the problem until your warranty runs out. Don't take your car here, they can't even seem to be able to answer to phone properly.
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November 2023 by Anthony Arbuckle
I brought in my e550 to have an airbag recall addressed, parking brake inspection to determine why it won't engage and a Virginia state safety inspection. I was informed that the parking brake inspection would cost about $200 when I dropped it off, so I was not surprised to receive that charge when presented with the estimate.My first issue is that the inspection only confirmed that the brake wouldn't engage and recommended replacement of assembly at $1000 and then re-evaluating. I declined the repair and was able to reset an L shaped pin into its channel in about 10 minutes which fixed the problem.My second issue is that when the shop looked at my tires they found that my rear right tire had a nail in it and recommended patch. I accepted this repair and paid for it. When I returned with my car in the afternoon to complete safety inspection, after fixing the parking brake myself, I was informed that the repaired tire failed inspection due to a sidewall bubble and that the two front tires were deeply cracked requiring replacement.In both cases the tech appears to have done the bare minimum. I expect a level of expertise and attention to detail from a Mercedes service department that I am not getting here. This is my second poor experience with Mercedes of Alexandria, so I will not return. The first time, my car was in a road accident while in your possession.As MB is a luxury brand I expect to pay a premium for service, but I also expect premium level of service. I am not getting that level and really not even receiving a basic competent level of service.
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October 2023 by G Uy
DO NOT TAKE YOUR CAR HERE FOR MAINTENANCE OR REPAIRS. As you can see, I have local guide status with Google. I rarely give low ratings unless I truly had a very bad experience. If you take the time to scan my ratings, you will see that I have been a long time Mercedes Benz owner. And, I have given VERY HIGH praises to the location in Arlington, VA. Unfortunately, the service at the location in Alexandria did not match anywhere close to what the Mercedes brand should reflect based on my experience on 10/25/2023-10/26/2023. I was thoroughly disappointed with my entire experience. I visited Mercedes Benz of Alexandria on 10/25/2023. The appointment was scheduled by Porsche of Arlington where I had purchased a used Mercedes 1 month prior. That was the earliest appointment that MB could fit us in (1st flag). The representative from Mercedes Benz of Alexandria stated to the Porsche rep that the repair will be covered as long as the same fault code (P052e71) appeared when they run the diagnosis. Fast forward to 10/25/2023. They were not able to provide me with a loaner car and they said that it could take up to 3 days to run a diagnostic (2nd flag). Up to 3 days to run a diagnostic when an appointment was made 1 month in advance? I have never experienced this in my prior experiences when dealing with Mercedes of Arlington (American Service Center), Tyson (Penske), or Hampton (Tysinger). The level of service at MB Alexandria does not even come close to those dealers in my opinion. The rep (a female) said she tried contacting my rep from Porsche, but I do not believe her. They declined the repair stating it was not covered. I was like why did we even make the appointment if that was the case? In addition, they attempted to slide some additional recommended items to address, and the total cost was over $4,000. The MB of Alexandria rep said in the report that the 100,000-mile service needs immediate attention. That may have worked if the car was my first Mercedes. But I had a copy of the CarFax report, and the recommended service was completed at this same exact dealership in April of 2023. Service intervals are 12 months or 10,000 miles. I asked her if I could purchase a maintenance package (which is a prepaid package). I purchased these prepaid packages on the spot just before maintenance is completed. It has been offered to me at other dealerships. She stated I had to purchase through their finance department. Obviously, this woman did not know I am a long time Mercedes owner. So, I caught her in another fabricated story. My rep from Porsche tried calling MB of Alexandria 30 times. He showed me the log on his phone. Because they were evading his calls, he drove to the MB of Alexandria to find out what was going on. He spoke with the service manager. After some back and forth, they went back on their word and would not cover the repair stating the miles. The difference between a class A operation and MB of Alexandria is that a Class A operation will do the right thing. You know what Porsche is doing? They not only paid for the diagnostic to have my car checked. They are having my car repaired at another facility on their dime. That’s Class A service. The Mercedes Benz of Alexandria is a total joke. Based on my experience and how they handled things from beginning to end is not reflective of the Mercedes Benz brand. Please read my reviews about the Mercedes Benz of Arlington location. The reviews are night and day with this place being given my lowest rating in a long time. With multiple Mercedes dealerships in the DMV area, I would recommend taking your Mercedes anywhere but this location.
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September 2023 by theusefulgoods Store
I felt the need to share my almost bad experience turned good by a couple of helpful folks in the service department. I had an appointment for my normal schedule "B" service. My Advisor Rudy (who turned out to be great and very helpful in the end) informed me that there were no loaner vehicles available and that I would have to wait. I explained to the gentleman at the loaner desk (Josh) I believe his name was my situation and he took matters into his own hands by preparing me a brand new loaner car that they had just received! He was also very helpful with showing me some features on the car that I was not used. After reading some of the other reviews I felt the need to share my experience because I feel like a positive attitude goes a long way with dealerships. I will return for my next service!
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September 2023 by Denia Woody
Been taking my car here for 8 years for service. Even purchased my car from this dealership. I have had issues with them over the years but today put the nail in the coffin to where I will NEVER return. I scheduled my service appointment online (which was a mistake) and requested for a loaner. When I called the dealership the day before my scheduled appointment, because I never received a confirmation, I confirmed the time of my appointment as well as the fact that I would be getting loaner car. The rep on the phone confirmed this for me. When I get to the dealer the day of my appointment, I’m told that I can’t get a loaner for that type of service I was having done. I’m traveling from Waldorf to Alexandria thinking I would get a loaner car so that I could pick up my son on time. Not only is the online scheduling system a waste of time and completely flawed, there was nothing done to accommodate my time or the fact that I received false information. Because of this “rule” about the loaner car, I had to cancel my appointment right there at the dealership because I didn’t have time to wait for the service since I planned my day around having the loaner. This was my last straw with this dealer. I will NEVER be returning. You lost a longtime customer. Shout out to my usual rep Cesar who always looks out for me. Unfortunately he was not there the day of my appointment.
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September 2023 by Angela George- Edwards
They had my car for five hours to make matters even worse. They proceeded to look for a recall on my car, which was an airbag that needed to be replace. Clearly, there’s a message that’s coming up on the car that says front left malfunction, unsafe see operators manual. Instead of checking the error message as they were doing a safety recall, on my car for five hours . I was told I needed to bring it back in for diagnostics of which they charge . I don’t have a problem of paying for the diagnostic. The problem is the fact that when you had my car and you’re putting in something that clearly is a safety issue, a replacement of an airbag you have the audacity to tell me the reason you didn’t replace a check that particular message is because that’s not what the appointment, they had prior knowledge to the event and did not check it because their pockets we’re not getting line with money
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August 2023 by Denia W.
Been taking my car here for 8 years for service. Even purchased my car from this dealership. While I have had issues with them over the years, today put the nail in the coffin to where I will NEVER return. I scheduled my service appointment online (which was a mistake) and requested for a loaner. When I called the dealership the day before my scheduled appointment, because I never received a confirmation with my appointment information, I confirmed the time of my appointment as well as the fact that I would be getting loaner car. The rep on the phone confirmed this for me. When I get to the dealer the day of my appointment, I'm told that I can't get a loaner for that type of service I was having done. I'm traveling from Waldorf to Alexandria thinking I would get a loaner car so that I could pick up my son on time. Not only is the online scheduling system a waste of time and completely flawed, there was nothing done to accommodate my time or the fact that I received false information. Because of this "rule" about the loaner car, I had to cancel my appointment right there at the dealership because I didn't have time to wait for the service since I planned my day around having the loaner. This was my last straw with this dealer. I will NEVER be returning. You lost a longtime customer. Shout out to my usual rep Cesar who always looks out for me. Unfortunately he was not there the day of my appointment.
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August 2023 by Teresa Tkacik
It was a pleasure to be a customer at Mercedes-Benz of Alexandria. I have worked with and bought from different automobile dealerships over 20 years. I informed my sales manager, Mike Prati, who was AMG certified what I wanted from a car. He was the FIRST auto dealership manager who listened when I told him exactly what I wanted my car. Mr. Prati knew more about Mercedes than I could have read in magazines, Car Werk, Edmunds, YouTube etc. He explained the different variables of each model with and pros and cons. He directed me to the E class 450 sedan for a test drive. I personally could not have found the car without his background and experience. I bought the Mercedes pre-owned and certified. What made the dealership a phenomenal experience was how everyone listened and were respectful. Often, customers are talked to which happened at another dealership I walked out of two weeks prior. The goal: sell you something you don’t want. Not at the Mercedes-Benz of Alexandria.Later, I required work on the car. In lieu of calling the Service department I contacted Mike Prati. Who does that? I did. He immediately sent a tow truck, introduced me to a service assistant and I sat back as arrangements were made for a loaner. Mercedes-Benz of Alexandria was organized, cooperative and I had details regarding my car in less than 24 hours. The general manager, which people never see at dealership, called me. He wanted to be sure all departments were working together and I was satisfied. I actually think this dealership off of Pickett Rd in Alexandria has the finest employees. Great attitude. Thorough. Buying a Mercedes? I recommend Mike Prati to sell you one at MB of Alexandria. He won’t sell you a car unless it is exactly what a customer wants.
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August 2023 by tonya Rouse
The quality of service has gone all the way down. I tried to call to schedule an appointment and the customer service was the worst. It sounded like I woke someone up who didn't want to work. He was rude and unhelpful. I didn't want to call this dealership because the last two times I brought my car in for service work, i had to bring it back because it wasn't done correct. I know have to go all the way to Bethesda and i only live 5 miles from this dealership.
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August 2023 by Robert N.
I went to this dealership to have some work done on my C300 Cabriolet. First thing I noticed was a real person answered the phone in the service department. I'm tired of other dealers thinking they can automate that step. When I got to the dealership they interviewed me for why I was there. They sized up the problem and helped me straight away. I heard the service manager on the phone with another client telling him to bring his car in since they had several loaners he could choose from. That sounded pretty good. I also like their service department is open 7 days a week. Other dealership service departments are closed on Sundays. I know where I am going next time I need work on my C300.
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July 2023 by Blackstar One
Hands down the worst service dealer among the Mercedes’ brand here in Va. Dropped my sprinter off with Chris for my Tuesday morning appt. It’s now Thursday afternoon, the car has still not been looked at, my service advisor Chris whom I’ve left numerous voicemails with, conveniently took a sick day. At the dealership to move the car to Mercedes of Chantilly and it’s been over 40 min for the Porter to bring the van over from the satellite lot 5 min away. Just ridiculous. Read all their lowest reviews, their reputation as a lackluster service department is evident.
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July 2023 by Ray Schalk
From Alice & Ray Schalk - 7/11 2023 10,000 mile service. My Service Representative, Rhudy, Was exceptionally processional. He explained everything in a clear concise manner. Additionally, he spent, extra time helping pair my cell phone to my vehicle. He made my choice of dealerships, worthwhile.
