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Recent Reviews from Mercedes-Benz of Marietta

I walked into Mercedes Benz in Marietta GA on Cobb Parkway on July 16th to have the following work done... 1) rear brake pads/rotors 2) 4 new tires & wheel alignment 3) 2 new batteries 4) brake fluid flush I’m a person who takes my car to the dealership to have the work done. I’ve owned an Infiniti since 2004, this is my first time owning a Mercedes. I spent ~$2k and on last Wednesday my car wouldn’t start. I had it towed to RBM Mercedes on Roswell Rd. I tell them that I just had 2 batteries put in so they’re under warranty, to my surprise I get a phone call the next day saying my battery isn’t a Mercedes part# and it’s not covered under warranty. I proceeded to go to the Mercedes Marietta dealership on Friday Aug. 14 to speak to the Service Manager Jacob Doherty about this and he tells me it’s an Autonation battery and explains the warranty with them. I then asked about a Mercedes battery he tells me about a buy-in program that will cost me $70 and the battery will cost me ~$400-$500. I explained to Mr. Doherty, that my service manager Rob Christian never explained the Autonation program nor did he disclose it wasn’t going to be a Mercedes battery. I proceeded to call RBM to inquire if they have these same programs and they said they’re not familiar with the Autonation battery nor the buy-in program for a Mercedes battery, and their prices for their Mercedes Battery was about $50-$75 cheaper with a 2 yr warranty. I asked RBM to also see if the other work done was Mercedes parts and they said the brakes weren’t a part # they were Mercedes. To hear this just took me over the edge that a company like Mercedes would be so dishonest and sell non authentic parts. I called corporate to file a complaint on Tuesday I am yet to hear back from the Marietta Service Manager, Jacob. I called yesterday to escalate higher to the GM Mr. Alfredo and I’m yet to hear from him either. This is sad that Mercedes doesn’t care enough to reach out to rectify this situation when they took advantage of the situation by not fully disclosing that they put aftermarket parts in my car, but charge Mercedes prices. I already had to complain to Mr. Doherty on a lack of customer service details his staff didn’t perform satisfactory. To anyone that deals with this location please be sure to verify you are getting Mercedes parts and not aftermarket parts. Update 9/7: After posting this review the GM Alfredo Guillen reaches out to me to discuss this situation. We discussed options until we came to an agreement. He then sent one of his technicians to my house to replace the battery, which was very accommodating and appreciative. I hate that the only way to get a reaction these days is to take matters into your own hands, when if this was disclosed up front and I was informed as a customer then it would of never had to get to this situation, but all in all I appreciate and I would like to thank Mr. Alfredo for resolving this issue.

Kwanzaa Nunez Sep 7, 2020

I would give this place a negative stars if I could. Bad experience overall. I called on a Friday to make an appointment for a Thursday a week after. I was told a service person would get in touch with me soon after to discuss the repair and cost. He called but I missed it. I called him back 20 minutes after, went straight to his voicemail. I left a message and that was on Friday the same day I made the appt. Five days later, I still haven't received a call back. Every time I called, it went straight to his voicemail. Very frustrated! Don't they have a call forwarding? Update: took my car there last Thursday(7/16). They couldn't figure out the problems after I waited for more than an hour so I had to leave my car there. First of all, no loaner car provided since my car is out of warranty at this place. Not the case at RBM btw. Second of all, today is Monday(7/20) and I haven't heard from them since Thursday so they have been diagnosing my car for 3 days now without any update. Big mistake for me to bring it to MB Marietta to save some drive time. I'd rather drive 40 mins to RBM next time! oh and i did call. Guess what? It went straight to my service rep voicemail of course! More update(7/28): I took my car in on 7/16. Did not hear from them till Monday(7/20). I called them and finally got the quote. I gave them a go to fix my car. I was promised for a 'call updates'. Never received any phone since i spoke to them last on 7/20. My car has been in their shop for almost two weeks now with no loaner car provided. I never received any 'update' phone calls that are initiated by them. After my car is fixed(7/29), I left it there for two days, they called me (surprise!) to remind me to pick up my car. To my big surprise, they offer a ride to pick up my car at their service center. They did not offer any ride home when I had to leave my car two weeks ago. I will never step foot on this place again. I would not recommend this place to any of my friends.

Jose Hughes Jul 31, 2020

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

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 Mims Apr 17, 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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