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October 2023 by Lindsay Cartwright
I scheduled an appointment on August 28th to get my sunroof fixed which would be covered under my extended warranty. I got a loaner car to drive a 2023 GLC. After not hearing anything for several weeks I called and was told they were short staffed, and to keep the loaner until it was fixed. Two weeks ago the loaner failed to start which had to be towed back to the dealer. I was told they didn't have another loaner to give me, but my car was being worked on and should have it back in a few days. They have since needed to order more parts, and still don't have a loaner. It will be close to another week before I am supposed to get it back if there are no other issues. So this will be 2 months without my car over something that could have waited to be fixed. I have also been told that I am still responsible for the $200 deductible for the extended warranty and if I trade the car the pre-paid maintenance isn't refundable. So keep that in mind if you buy a Mercedes with the pre-paid maintenance and you want to trade it in before you've used all of the services.Also the last service I got I was told I would have to pay for it even though I had pre-paid maintenance. I had to produce the contract to keep from being charged. This was after waiting 8hrs for a service and them to diagnose the sunroof issue.
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October 2023 by Steven Dragoo
Mercedes-Benz of Charlottesville did a fantastic job start to finish. Nicholas Paone in particular made the purchasing experience seamless with us being out of state buyers. We would absolutely recommend their dealership to anyone.
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October 2023 by Valencia C-H Wells
I stopped by the dealership for a brief question relating to coolant for my car. Regina Fitz was the service advisor who assisted me. She was professional, friendly, and knowledgeable. She got me in and out! She's assisted me before and will be my service advisor for all services relating to my car! Thank you, Regina-5 star service all the way!
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October 2023 by Kayla Lewis
This is by far the best dealership I have ever been to. I didn’t get a car but i will be back. I was Working with Nick and Patrick and let me say they know there stuff and are very straight forward. I will be back soon. Thank you both for the best experience I ever had.
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October 2023 by Donya Sabet
Came to Mercedes of Charlottesville to buy a C300 I saw online that I fell in love with. The salesperson Josh and the sales manager Nick were super helpful. Not only was I in and out in no time, but their customer service was top notch. They were both very knowledgeable about the vehicle and answered all the questions I had. Would recommend coming here if you’re looking for a new vehicle. Will be coming back for all my future car purchases!
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October 2023 by Jerry C.
I've owned MBs for past 45 years and service has always best positive, until this past week. About six weeks ago the SRS (Safety Restraint System) message appeared on the screen of my 2017 E300. I googled what the SRS message might indicate, which urged owner to immediately take vehicle in for service because the airbags might not deploy in an accident, or worse, deploy on their own while driving the vehicle. I called Regina my regular service rep and was told the earliest I could bring my car in for service was a month out, snd no loaner vehicles were available. I asked Regina if my E300 was safe to drive and she assured me it was. So between the time that I made the appointment for service and by the time I arrived for the service appointment I made 2 round trips between Nelson County and Cabin John, MD (a 3-4 hour drive each way) plus used my car as a daily driver each day v for a month. I was told the service to run the diagnostic would take no longer than 2-3 hours. I'm recovering from major spinal surgery so o thought I could cope with sitting in their service wait room for 2-3 hours. Five hours later the service tech was still running diagnostics. So Rachel (Regina was off on the day I arrived for my service) ordered a shuttle van to take me home. I requested a loaner, but was told none was available. My service appointment was on Monday October 9 at 9 AM. Tuesday passed, Wednesday passed as did Thursday and still work not completed today on Friday October 13 at 5 PM and once again was told that no loaner was available. But was advised by Rachel that I could rent a car until my Mercedes is repaired. A 2-3 hour service has turned into my worst experience for Mercedes service in my 45 years of owning MBs. I'm out of groceries, need refills on medical prescriptions all caused by the lack of attention to customer service by Mercedes Benz of Charlottesville. I purchased my E300 new from Mercedes Benz of C'Ville in 2017, and they can be assured I'll never purchase another MB.
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September 2023 by Tamesha White
Very nice people they took very good care of my vehicle. great customer service you need help speak with Ragina
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September 2023 by Sunny Pleasants
The service was outstanding! Regina made my experience quick and easy. I was very impressed with how she went above and beyond to make sure all my needs were met. I will definitely be returning to this location for all future maintenance.
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September 2023 by Matt Glover
Would give a lower rating if possible. The customer service is severely lacking, with no improvements coming. Highly recommend staying away from this dealership.Came in for a repair that was covered under warranty, however no loaner cars were available, and dealership refuse to reimburse for the rental car cost. I was told by Ragina Fitz and Chris (manager) that they would get to the bottom of it. I have been told they are waiting for Angela Williams to approve. It's going on 5 months now, and I think Angela Williams is not a real person. Now Angela Williams, Ragina Fitz, and Chris are all unreachable. Professionalism is nonexistent at this dealership.
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September 2023 by Ronald Wilcox
Good cars, but service is hampered by a lack of loaner cars. Unless you are willing to wait over a month to have your car serviced, you will be sitting in the waiting room while your vehicle is serviced. This is a disappointing level of service from a Mercedes dealership.
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August 2023 by Craig Johnson
We booked an appointment a month ago with a Loaner Vehicle being promised. When my wife went for the appointment she was not provided a loaner and now we need to scramble for a vehicle. Very poor communication for this Brand of company
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August 2023 by B Payne
Wow! I’ve never seen so many 1star reviews for a Mercedes dealership and mine is 1 star as well! Horrible service and no inventory! I’ll buy again at my previous Mercedes dealer. Was looking to change dealers, but not now.
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July 2023 by Sylvia Lada
WORST auto shop experience EVER in over 50 years!! Just purchased and took for "free" recall. Engine light on and a/c not working. Charged $2,300 for diagnosing (& new control panel) but can't tell me why engine light still on, nor what the ac problem is! Runs worse than before with tire pressure Guage on now, shimmies too. OMG!! Do NOT trust this place!!!
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June 2023 by Leslie Stoddard
Horrible service. When I made my appointment they said it would take a couple of hours and I told them I needed to wait there. My appointment was at 11 and they were finally done at 3:15. After telling me they were finishing up at 1:15. As I was checking out I said that they needed to be more clear on the time frame because a " couple of hours" is a lot different than almost 4 1/2 hours. The gal just looked at me and said yeah. Definitely will not go back.
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May 2023 by T C
The service center at this dealership lacks professionalism, communication skills, and knowledgeable technicians. I highly recommend taking your vehicle to another location for all your repair needs. For two months, I made over eight visits to this service center due to lack of quality control and inability to fix issues correctly the first time. I experienced a plethora of issues from this service team, such as not calibrating my vehicle’s ride height and failure to “taught in” the new and very expensive ME control unit.During my experience, the Mercedes’ service center was borrowing the Service Director from Umansky Toyota to use as their own Mercedes Service Director. In addition, the dealership blatantly lied to Better Business Bureau as to why the requested old ME control unit was not returned to me. Furthermore, I was only offered a loaner car on one of the many visits. If you must use this service center, be aware of their excuses and make sure to keep a detailed timeline, as this service center cannot be trusted.
