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Recent Reviews from Mercedes-Benz of Marietta

I’ve recently purchased my first Mercedes Benz at your Auto Nation Mercedes facility. Let me start off by telling you that this purchase and my experience was not what I expected. As an Infiniti owner, my experience was exceptional (above average) compared to Mercedes. My expectations and experience with Auto Nation Mercedes were well below average. After getting a set price to purchase my vehicle on Tuesday, 12/10/19 at or around 5:30 pm, my wife and I drove to the dealership to initial the paperwork. We were told it could not happen that night because when we arrived the location was closing within an hour timeframe. We were scheduled to pick up the car the next day because it needed to be cleaned. Our direct intentions were to get the paperwork out the way whereas we would just sign the next day due to our planned scheduled at our workplaces. Clearly that night, we stated that we would be on a tight schedule the next day whereas it was crucial to have the paperwork ready. The salesman asked my wife to be at the dealership by noon the next day to sign and leave. Nevertheless, that did not happen. My main issues are as following: 1. The salesman told my wife to be there around noon to sign and leave. However, My wife and I waited until 1:30pm to do the signing. 2. The salesman called me a little after 9am on 12/11/19 to tell me the car would be ready about noon. I didn’t get the car until 3:30pm and guess what the car was still dirty. I was then informed to bring the car the next day. 3. During our wait, there was no explanation for the delay of signing our paperwork nor any type of apology. In response to my feelings, I am very sorry to have had such an experience from such a very reputable company about the difficulty I (my wife) encountered before we even received the vehicle in our names. However, I do understand a time constraint can happen but not to this extreme. Despite our effort to make the experience smooth as possible, it’s quite unfortunate that we (us and Mercedes Benz rep) didn’t meet up with the time allotted for the delivery of this service and for the vehicle

G. Hart Dec 18, 2019

I purchased 2019 Mercedes Sprinter but I am very disappointed with the customer service they provided. When I purchased the vehicle Melinda was aware that 2 small storage units in the passenger cabin couldn't be opened. Something was wrong with the opening system. There are 3 small storage units on the dashboard. The one on the driver's side and other one on the passenger's side couldn't be opened. Before I made the purchase Melinda promised they would definitely fix the issue. So I trusted and purchased the vehicle. But they made me feel like that was the only Mercedes Sprinter in the country, like hard to find anyway. They scheduled appointment to replace the storage units, after couple days I picked up the vehicle, was told both units were replaced and the issue was fixed. The same day same problem occurred again, I pushed the button but couldn't open both units. It looked like they didn't replace the units, just made look like they fixed the issue. I talked to Melinda about it, I talked to Customer Service Manager at Mercedes-Benz of Marietta about it and have been told new parts have been ordered and they are waiting for the parts to replace. Several months passed, when I call them they just transfer my call to service department and someone answers my call, I explain everything all over again, of course they have no clue what I am talking about. The person in service department takes my phone number to call me back but noone calls back. This issue may look simple but I purchased a brand new vehicle and first time purchasing a Mercedes, since it is Van they simply don't care or made me feel like that. What would be the reason not taking care of the problem in such a long time after I purchased the vehicle? At least I could be acknowledged by a phone call as courtesy. I talked to many different people in several months regarding this and noone cared. I know Mercedes quality is high but the service quality at Mercedes-Benz at Mariatta is very disappointing. Other customers probably had good experiences but if you are representing Mercedes you need to treat all customers equally.

Ferhat Turan Oct 28, 2019

You only get one first impression, and mine wasn't good. I called and made an appointment for a maintenance "B" service on my car. BTW it's $700.00 in case you were wondering. They said 3 to 4 hours BUT they would have me a courtesy car so I wouldn't have to hang around in the service area all afternoon. A nice area but far from others I've been in. Great so far. When I arrived there was nobody in the service bay to greet or assist you. Finally a gentleman appeared and I explained what I was there for and 30 minutes later the service writer appeared. After exchanging information, I ask him several question he was not able to answer. He said he would not be able to get the car done that day and I'd have to come back the next day He said when I picked up the car, he'd find someone for me to talk too. I asked about the courtesy car and he took to to a very nice lady who said she didn't have any. Strange, I thought, because you knew I was coming and wanted one. I guess they don't have a modern enough system to tie all that together. Anyway 45 minutes later, someone from a rental car company arrived and took us to their location AND finally 30 minutes after that we were on our way. I made the brutal hour drive back the next day and was allowed to cool my heels again while I waited on the service manager. Anyway, I had called MBUSA and they had answered some of my questions and a nice young man named Kode' answered as many questions as I could handle, and for that I was grateful. So after all that, on the way home all four of the tire pressure monitors went into alarm and I had to stop at a tire shop. Seems during the $700.00 service they got confused and let the air out of the tires to 35 PSI. The door panel clearly states 45 front 48 rear. Now I'm thinking, if you screw up something as simple as the tire pressure, what else didn't you do or screw up. Your car disappears into a black hole and you go on blind faith that they are being supervised and their work checked. As the saying goes , buyer beware! In my opinion, and I sure there are plenty of positive experiences at this dealer, but I don't think they are ready for prime time. And just as a comical side note, both days they had the politically decisive show called "The View" on. I overheard several people complaining. In today's environment, it might be prudent to pick a less controversial show for a mixed customer base OR add another area with HGTV or something not so decisive. Personally I don't care because I'm a reader, I just found it entertaining to see peoples reactions.

William Bigham Jul 31, 2019

I went to the parts department to order a paint match because my vehicle paint is coming off in over a dozen places starting at the 1st 100 miles and getting worse. Mercedes told me "that is just how paint is". The color match paint was supposed to cost $50.12 but they charged me $5012.00 and when I called to speak to a manager the people told me "all the managers are gone and won't be back until next week..." Then I was hung up on 3 times. Felony fraud is a very serious crime but these guys refuse to help and the sales department is the only line that will pick up their phone but once they find out you're not a buyer they get rid of you. UPDATE (Day 5): 5 days trying to reach a manager and 5 days of being blown off completely by this dealership (Over 20 calls). They either lie and say a manager is not available or transfer you to an dead line intentionally. I have NEVER seen worse customer service from a shay dealership, definitely would not expect this from a supposed luxury brand that self-praises it's customer service. UPDATE (Day 10): Numerous phones calls to this management team has net numerous "out of offices" and "someone will call you back immediately" but ZERO calls from a manager. Mercedes is still in possession of my stolen $5000 by their employee and have ZERO accountability for their actions. Reading the reviews for this place it is obvious they have a leadership issue and the General Manager should be fired. UPDATE (Day 15): After two weeks of calling this location and being told "a manager will call you back" I have yet to receive a call from any manager at the location. My bank finally was able to resolve the erroneous charge through a chargeback but the location leadership has taken ZERO ACCOUNTABILITY for their incompetence. Calls to Mercedes Benz corporate were just as ineffective as the location. I will NEVER work with or purchase from Mercedes ever again. Their lack of customer service is by far the most disappointing. Now I have to figure out what to do with my new vehicle that has chronically chipping paint before it hit 10,000 miles since I cannot use the dealership anymore and cannot expect anything resembling service from the corporate office. UPDATE: Mercedes refused to take accountability for the paint chipping issues my car had and blamed me for driving it too hard. The car is used by my wife to drive from our garage to park in her garage at her office and very little other use. The cost of repairing the chronically chipping paint ended up being $8600 of damage as the ENTIRE FRONT END had to be replaced and re-painted because of the chipping issues. The vehicle had the issues at 100 miles on the road and at 10000 miles the car looked like a shotgun blasted it, to which Mercedes explained this was "normal wear & tear". I have owned a lot of cars and driven them very hard and in areas like New Mexico that had high winds and constant debris hitting them and never seen anything like this. Also I NEVER GOT THE $5000 paint they ordered, but they kept my $50 I paid...#ShadyMotherF@#$!@$

Ellis Franks Jul 19, 2019

Beware this company DOES NOT respect your privacy!!!!! They pulled my credit without my permission! Below you will see my most recent contact with this company After i sent this to the General Manager, he did not even call to apologize. WTF Thank you for reaching out. My experience with your dealership was well below standard. It has left me with no alternative except to seek legal representation and file a claim with the Federal Trade Commission. Let me briefly explain. I was in your dealership a few Saturdays ago at approximately 1 or 2 PM. after getting a tire blow out cause my car to be towed to your store. After getting put off by a service advisor, telling me to call back on Monday they would be glad to help me. I wanted to check my car in which was on the way. I went to the receptionist and asked for your service mgr Tim. He greeted me and sat me with a service writer that made my day. Took my information set up my service and got the car back to me same day. Bravo. Here's what followed after. I proceeded to leave and noticed Joe Williams the Salesman whom I leased the car from. I handed him my business card and stated: my lease is coming due in 6 months let look at some pull ahead or other early termination products you may have. I received a text from Joe on Monday asking which vehicle we were interested in. I replied the GL43 AMG. I told him we wanted to turn in my lease and trade my 2011 LS460 on the new car. Later that day he contacted me with questions regarding residency. I asked him why are we talking about residency and we haven't discussed the purchase. He tells me we pulled your credit. I stopped him there, You did what? Why would you do that? Who gave you permission to pull my credit? He then indicated some story about I sent in a credit application on line. Mr. Guillen I have not contacted your dealership since my delivery in 2017. My feeling is I'm a black man over 50 and they wanted to see if I could do what I wanted to do before they dealt with me. Even after all this I proceeded to negotiate a deal with your establishment. We came to something I might do without my trade which wasn't favorable but I can sell my car on my own. I contacted Joe and said my wife is going to come by Saturday afternoon to do and extended test drive. Of course I did not want her to make an $80,000 decision with only driving around the block. I wanted her to drive it to my office in Kennesaw. Joe said have her come on in I'll have it ready for her. She arrived at the dealership and Joe sat her down and put a credit application in front of her to fill out. She called me and asked what was going on. I called Joe and reintegrated what I just told him about. My wife called me back and said she could not drive the car without him in the car. If that's your policy that is fine. I feel Joe had her come in on the pretense of the test drive just to get her to fill out this credt application. He should know she could not do an extended test drive. So as you can see this treatment is totally unacceptable and quite surprising coming from Mercedes. I went to Mercedes of Marietta where I arrived at my own convenience of course, Joe Williams rolled out the red carpet despite missing my scheduled time. He was attentive, courteous, and most importantly respectful of my time. He went the extra mile in making certain that all of my concerns before and after the sale were cared for. This is a trait most people fail at: When I called Joe he returned my call promptly. Even during a personal crisis in his life at the time. I buy cars often, and in my vast customer service experience where I expect and demand good service, Joe Willams is exemplary in this regard. Keep doing what you are doing Joe

Keenan Jones Jul 3, 2019

This Dealership does not represent Mercedes Benz Brand well at all I’ve been to this dealership plenty of times for an issue that involves my subwoofer in my Mercedes G550 and my service advisor lied to me about it being repaired when they rigged the speaker up to make me think it was fix so the issue never was addressed properly. I contacted the service manager Jim Travis about the issue with my speaker rattling off he informed me that he would special order a subwoofer after speaking with a tech and being informed that the subwoofer did need to be replaced, i never heard back from Jim Travis i had to keep reaching out to him in regards to my Subwoofer. So 2 Weeks past going on 3 i had to literally drive to the dealership and confront Mr Travis about my speaker and he told me i told you i had the speaker here which i didn’t recall. I was very annoyed he made me a service appointment and i took my car in for service 04/16/19 i dealt with Carla which handles Courtesy Vehicles which was very rude and i felt as if she was racial profiling me because i was young, i came into the dealership 45 mins earlier waiting on Carla and she was nowhere to be found another gentleman came in way after me and when i addresses her she said to me he was here before you and i was informed to take care of him first, she gave me a very hard time i was embarrassed how she was treating me and i didn’t understand it cause i am not a difficult person to deal with. I then contacted Jim the following day and let him know what i had experienced he seemed very unconcerned. At this point I’m in shock I’ve also reached out to (Alfredo Guillen) which is the General Manager of this Dealership via phone (NO ANSWER) 30 mins later Jim Travis calls back saying he was told to handle my concern by Alfredo Gullen. I then went to pick up my vehicle cause nothing was done my car was just sitting on the lot Jim Travis lied to me and told me they had replaced my Subwoofer and it was still rattling which when i got to the dealership my service advisor informed me it had no been replaced. I took possession of my vehicle from this unprofessional facility and have contacted Coporate and the BBB. This has to be Addressed please be ware before you give this company any of your business they are not REPRESENTING MERCEDES BENZ PROFESSIONAL AT ALL

Gregory Chaffin Apr 17, 2019

Gregory Mims Apr 17, 2019

I hate giving low reviews but the service here is really disappointing. I did not purchase my car here so I can’t speak on their sales team but the service center is located close to my work so it’s unfortunately conveniently located near me. I had an appointment at 11:30 to get a tire changed that had 3 nails in it. I checked into the service department about 11:38. I didn’t get my car back until 2:45. I was there the whole time, on a “lunch break”. At check out I saw my service papers there’s a sharpie notation on it that noted my appointment time was at 1 pm. Which was not true, I had been there since 11:30 and was given an appointment time as such. I get back in my car and not only is my radio blasting rap music (I don’t care what kind of music it is but let’s just say I wasn’t jammin’ out to 2 chains with my two year old in the back seat that morning) but my air is blasting at 60 and service tire light is still on! So I drove a little bit down the street thinking it just needs to be readjusted and the light never goes off. I call up there and get forwarded to my service advisor and get his voicemail. I hang up, call back the receptionist answers she puts me hold and then she tells me my advisor Jeremy said to just come back up there because they forgot to reset it. Listen, I’m not going back up there, no way! Jeremy and who ever else had a jam session in my car clearly looked in my car before they handed it off to me and saw that big yellow exclamation point glaring at them and just handed me my keys, without resetting it. I was up there for three hours for a tire change. I’m not coming back to take an hour for them to reset my sensor. This isn’t my first incident either, last time I was here, not even six months ago came in for a tire change they told me when they my put the new tire on my car it wouldn’t balance so I needed a new rim and to bring it back that weekend. I come back get a loaner car, and I kid you not.. not even 3 hours pass and they call me and tell me, just kidding my rim is fine, their balancing machine must have been off that day and I can come back now and get my car. It just seems like sloppy non professional service and I’m not willing to waist my time again dealing with all this nonsense ESPECIALLY for a simple tire change!

Kimberly Perez Mar 25, 2019

Worst Service Experience ever .. My car is still under warranty, I send my car for service at this location .. i had a shake problem with brakes and they diagnosed that due to the rear rotors and pads .. I paid for changing them .. after i got my car i discovered that the problem still there .. returned back, this time they said it is from the front pads and rotors too .. and you have to change them !! i took my car to another Mercedes dealer and they told me that the rear rotors and pads i just changed need to be changed again because we still have shakes from them !!!! one more problem related to the blindspot assist inoperable Msg .. they fixed it for me first time .. and it return back after two days .. retuned back to them , this time they told me that i need to change the back bumper because one of the radar sensors is not fixed in its location .. believe it or not one of the customer reps had given me an address for an external shop that i can go fix the sensor there because the only thing they can do is changing the bumper .. (screenshot attached) - but i didn't want to leave the car at any non certified place and decided to better fix the sensor myself i spend 3 days taking off the rear bumper and fixing the radar sensor back in its place ,, and then returned back to them and this time they mentioned we will do full diag for the system and you have to leave the car with us .. (at night, I turned the car valet mode on so I got sms when the engine turns on) after 2 days i visited them back and they mentioned we did our best and there is no way but to replace the bumper .. this time i requested an official diag report and they told me i have to pay 99 $ for it because they have to repeat it again .. and i accepted the cost .. returned back to them after 2 days and they mentioned we can't give you the diagnosis report with service codes because you may take it and repair your car outside !!!! .. and i got from them an email contains that i have to replace the bumper because we have interference from the fixing epoxy .. etc .. and we can't start checking your car without changing the bumper (they didn't charge me the 99 $) guess what .. !!! when i asked to pick my car my valet protect triggered !!!! which means my car was parking all the time and they never turn on the engine !!!!! (screenshot attached) And here is my happy life ,, i took my car to another mercedes dealership told them the history and they fixed my blindspot in 2 hours and they told me mercedes benz of marietta never tried to re-program the system before .. and we have no problem in the bumper the service reps at this location don't understand how the technologies in the car works , they told me that the blindspot works on the parking sensors too .. (i know for fact the parking sensors has nothing to do with blindspot) and they perform wrong diagnosis and make us pay a lot of unnecessary money long story short take your car to another place for services Update 1: called the number they mentioned below .. talked with the general manager .. he don't know anything background about my case .. he mentioned he will give my name and number to the service manager and he should call me back .. Update 2: got a call from Elvis - the service manager .. he is a very nice person and he apologized for my experience .. i am currently working with him to resolve the case .. my advice : if you have any problem talk with Elvis .. Update 3: Mercedes Benz of Marietta had refunded me for all the services that i had problem with . Thanks Elvis for your effective engagement

Ayman Louis Mar 15, 2019

I had a very terrible experience at the Mercedes-Benz of Marietta location. I will be doing injustice to their prospective customers if I don’t leave a comment. In addition, to this comment I am using my technical skills to build a website where customers can leave feedback relating to their experience at this location. I hope to go live in about a month with the website. I was physically assaulted by Mr. Colin Austin, a Service Advisor on Saturday, July 28, 2018 at approximately 5:50 PM EST. The incident occurred while I was at the dealership to retrieve my 2011 Mercedes ML350 which was dropped off the previous day for service. After few minutes of arriving at the dealership on Saturday, I made contact with Mr. Austin and informed him about my reason for coming to the service department. Without much acknowledgement, he proceeded to make multiple calls on his office phone. He later informed me that he would call to have my car brought over. After standing for few minutes, I took the initiative to take the seat on the customer chair across from him. He placed two papers on the desk, asked me to sign one, and keep the second copy. After signing, and having my credit card processed, I asked him to kindly review the charges with me. Mr. Austin informed me that he is not my service advisor, and thus, he couldn’t provide much assistance in explaining the charges. I then told him to do his best, as I don’t understand some of the terminology on the invoice. Instead of explaining he condescendingly informed me that my total is $197.94 and that it included the oil change and light bulb replacement. Again, I asked him to kindly go through it, line by line, so that I can fully understand. At that point, he angrily commanded me to place the invoice that was in my possession on the desk for us to jointly review. I asked him to use the signed copy, which he had in his possession, as the two are identical. My goal was to go along with him using my copy as he explains. He initially refused and after making numerous derogatory comments, moved his chair backward, lifted the invoice towards the sky and attempted to explain. At that point I told him to stop being discourteous, because the situation was getting hostile. Sensing his reaction, I asked for my key so that I can leave. While he was handing me the key, I used my second hand to collect one of his business cards, which was directly in front of me, on top of his desk. Without warning. he leapt from his desk and proceeded to attack me. I immediately yelled, to get the attention of anyone that was in the vicinity. Mr. Aid Sultanovic, the General Sales Manager later took the key from him and handed it to me after intervening. I hope to breakdown my comments on my website once I go live.

BAkiri Aug 13, 2018

Unfortunately, the service I received from Mercedes Benz was far from five-star. I began working with Andra who was extremely helpful. A few days later, I returned to the dealership to follow up with Andra but she had a customer. After waiting about 45 minutes, I asked if there was any way that she could recommend another sales associate and perhaps split the deal as I was pressed for time. Andra called me over as she was walking towards me with another sales associate, Rita. As I approached the two, I heard Rita saying that she was too busy and did not have time to assist me as Andra begged for her to help. Finally Andra said ?you can just take the whole thing? (the entire deal, I am assuming) and Rita quickly smiled and extended her hand to introduce herself. I was hesitant and asked if she was sure that she wanted to assist as I just witnessed her resistance 3 seconds prior. Andra quickly reassured me that I would be in good hands with Rita and basically tried to distract me from what just took place by politely grabbing my hand to escort me to Rita?s desk. I went ahead and worked with Rita although I knew deep down she was only assisting me in hopes of simply getting a sale. While working the deal, there was a lot of miscommunication and misinformation that I received between Rita and Andra. The numbers that Andra provided me with (days prior) did not coincide with what Rita was telling me and no one seemed to know why. Luckily Bernard was able to work a deal that suited me best. After Rita instructed me to clean out my trade in, Roland informed me that there were additional documents that I needed to submit and I would not be able to get my new car until the beginning of the following week. What an inconvenience. I submitted the necessary documents to Roland via e-mail as he requested. I called the dealership two hours after they opened that Monday to confirm that he received them. I greeted Roland politely and he responded with ?Im good, who is this?? I was taken aback by the lack of customer service but I identified myself and apologized for reaching him at what seemed to be a bad time. He responded with ?You didn?t but I mean, I just walked through the door. I noticed the e-mail on my phone but I haven?t even had the opportunity to open it because, I literally just got here!? He sounded extremely perturbed. The dealership had been open for 2 hours so how would I know he just arrived to work? He and Rita both told me that I would be able to pick the car up that day. Unfortunately that was not the case. Before the dealership closed, Rita told me it would be the next day (Tuesday). I definitely would have taken my business elsewhere if I had not already invested so much time in this dealership. The next day, I was finally able to pick up my vehicle. I asked Rita to prepare all of the paperwork in advance, which made this final step a breeze. I was so glad this draining process was over. The next morning, Rita called me saying there was one more document that needed to be signed. I was working all day so I did not get a chance to return her call. She called and texted me the following day begging me to come in. I told Rita about what an inconvenience they have already caused me and shortly after, she texted me saying it was no longer necessary. Go figure. I am loving my new vehicle but I definitely will not recommend this dealership to anyone interested in a Mercedes Benz.

Taylor Robinson Oct 3, 2017

We own a 2015 Sprinter Van. My son travels all over the Country racing motocross nationals. We live in Titusville florida. On the 3rd of June we were traveling to Michigan when a trouble light came on saying my DEF fluid was empty and it would be stopping in less than 100 miles. Yikes!!! I stopped, purchased 2 gallons of DEF fluid only to find it was pretty much still full from my recent service. So, rather than chance being stranded, we stopped in Atlanta, stayed overnight in a hotel and early the next morning looked for a Mercedes dealer. Mercedes of Marietta was right off of I-75 and off we went. Upon arriving, we were greeted by Steve Garvey, a service advisor. Obviously, we did not have a scheduled appointment, but after telling Steve our story of traveling to Michigan for the motocross national championship qualifiers, he agreed we had little time to figure out the problem and get us back on the road to be there, in Michigan, the next day for my son the make the race. Steve wrote us up and immediately took the Sprinter Van back into service. Shortly, a service tech named Luther came into the waiting area with Steve to discuss our problem. After numerous attempts to reset the fault, it was determined the van needed a new DEF tank as the sensors were not responding to tests. As the tank was not in stock nor did any of the other local area dealers have it either, it would have to be overnighted, which in turn meant we would not be able to make the national qualifier. But, before I could think about the let down, Steve quickly told me he was already trying to find a rental van that would get us back on the road and up to Michigan. Within a short time, Steve returned with a driver who took us to Enterprise where we picked up a van, returned to the dealership, transferred all the race bikes and parts to the rental van and off we went to Michigan. My son qualified successfully and Sunday night, we began our trip back to Mercedes of Marietta to pick up our repaired sprinter on monday. I forgot to mention that on Saturday, Steve called to let me know the sprinter was repaired and ready when I arrived to get it. I was a Mercedes Benz customer with a problem and I can not see the service being any better in getting my Sprinter repaired timely and back to me. Steve Garvey and the entire dealership went above and beyond to help me and I am very grateful. You have a beautiful dealership, a great staff and good business ethics that's hard to find these days. Thank you again for making our journey successful and our problems being resolved. Conrad Eigenmann

Conrad Eigenmann Jun 7, 2016

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