Customer ReviewsforMercedes Benz of Ontario

I purchased 2023 Mercedas Benz C300 that involved in accident and was not disclosed and replaced the bumper with 3rd party and the label and marking they are unethical and fraudulently selling cars I filed complaint with *********** attorney and I will with dmw and will get Atterney to file dealership fraud

I was made to wait five months for a refund of the prepaid repair money. This is not what a company should do.

Hello ***,

We understand your concerns after your recent experience with Mercedes-Benz ***.  We are disappointed to hear about the delays involving the refund process of your Pre-paid Maintenance. Unfortunately, the dealership has no control of the time and process once we complete things at the dealership level. Please accept our sincerest apologies for your experience. If we may be of further assistance now or in the future, please reach out to us.

Sincere regards, 

*********************************
Reputation and Brand Loyalty Manager

 

My experience was close to meeting my expectations and overall, a great experience. From the moment we arrived, We were greeted by the front desk staff. They were kind and professional and made the welcome experience great. One of the Sales reps on the floor offered us water which was a nice touch. We were told by Lee we were meeting Mr. C*******e, upon us arriving we did not. Tr**** H***** is who we were introduced to and did a stellar job at representing Mercedes Ontario and the automobiles that you offer. We test drove 2 different cars, as we had a car on hold at another location but wanted to do our due diligence in ensuring we were making the correct decision. After weighing the pros and cons we decided on the car at Mercedes Ontario Upon my arrival to Mercedes the next day Trevor then showed up to work with me and introduce me to Dani C*********e and the experience got even better. I cannot express enough how professional, kind, friendly, and knowledgeable D*** was on the car I was interested in. If it was not for him, I would have not been sure I made the right decision. He took his time, walked me through everything digitally with the car and its' system and that took my experience to the next level. Mercedes Ontario is truly lucky to have T***** and D*** as part of your team. My only feedback would be ,more transparency in the condition of the car by the sales reps. The car is front wheel drive which I did not know meant I would hear noise when I drive, something I did not realize when I test drove the car. I also over looked that the interior trunk of my car was scratched up a lot . It would have been nice for that to have been mentioned to me upfront. The car did not come with a retractable cargo trunk cover, although the holes are there for it. Last is the finance process. Since I was financing through my credit union, I wish that time could have been expedited. Overall a great experience and would buy there again.

Hello ******,Thank you for being a valued part of our *************************** family and allowing our team the opportunity to assist you in the purchase of your new car! We are truly flattered to have your thoughtful compliments and recommendations. Please always feel welcome to contact us as we are truly looking foward to assisting you with all of your Mercedes-Benz needs.Kind regards,************************************ and Brand Manager

My husband and I have a 2020 E class Mercedes Benz and the battery light flipped on when we started the car. We booked an appointment with the service department two weeks after we noticed it. Dropped our car off early morning and they gave us a complementary car. When we dropped off they told us they wouldn’t get to our car today because they were backlogged from the week before it was a Monday Tuesday evening we were notified that it was our battery and even though our car is under warranty they would not be able to honor the battery warranty because we did not drive our vehicle enough on the highway. They say it states in your manual you must drive several miles on the freeway regularly in order to warrant a battery. We purchased a car in December 2019 Covid hit March as everyone knows of 2020 and yes our car did have low miles on it approximately 2200 miles because we weren’t driving our vehicle much but yes we started it several times a week and left it running very long time. They said it needed to be driven not just started I explain to them that I have a lung disease and with Covid I have been isolated in the house for two years I only go out to see my eye doctors and do my lab work. I would never use Mercedes of Ontario ever again nor will I purchase vehicles from them we have on Mercedes-Benz for several years and have never experienced such poor customer service we contacted the Director the manager of the service department and even Mercedes-Benz main office no one seem to care about the issue. We ended up paying for half of our battery with a $30 guarantee that the lifetime we own the car we will be able to get replacement batteries if something goes wrong. I don’t know why you have a warranty for vehicles for four years 50,000 miles if you don’t honor them and we have and several Mercedes as I’ve said never having a battery go bad prior to our warranty expiring.

Ms. K********, Unfortunately Mercedes-Benz will not cover the battery under warranty as the report on the battery test showed long periods without being driven or on a charger to maintain proper voltage. We appreciate you as a customer so as a good will gesture, the dealership contributed 50% of the cost for replacement. I would be more than happy to discuss the matter with you further since you feel what we offerred was not fair. Best regards, Ted M***** *************

I find it fascinating that they told you they tested the battery and we didn’t run the car nor charge the car battery which is faults. Because they told us they had not done that. And they stated that on page 159 of our manual it tells us we need to drive the car on the freeway and charge the battery which it does not in our manual. I have put this matter to bed I really know that Mercedes of Ontario customer service department has a lot of complaints and his only out for the money. Our days of owning over Sadies is over because I’m not doing what is a dealership like that.

I started servicing and repairing my vehicle here after Penske Mercedes was sold to Envision. I can only say to anyone going there to check your invoice and get quotes prior to taking your vehicle there. On this occasion I needed a B service and to have the driver's door locked repaired or replaced as the pull would not go up or down with the remote or switch. On this occasion, I was assisted by Robert T**** and told that the person that had previously helped me was vacation. Once the vehicle arrived, I got a call from Robert. Without the vehicle being inspected or verifying any of the records on the vehicle, he told me that he was recommending their "service for 10 year old vehicles", which included changing spark plugs, servicing the transmission and a "bunch of other stuff." The service would cost $2300. This alone sounded shady. I advised him that I believe I'd already had the transmission serviced and would have to check my receipts. I would've thought he could view the entire service history of the vehicle since it has been at dealerships since purchased new. He told me that the technician would also do a thorough inspection and check the spark plugs and determine what services were needed. Despite having a 9 am appointment, the vehicle sat on their lot all day and wasn't touched. The following day, I got another call from Robert around noon. He told me that the engine mounts were starting to collapse so it was recommended those be changed. He also tried to sell me a fuel system treatment. I declined both and inquired into the inspection by the tech since Robert hadn't 't mentioned anything about the spark plugs, transmission, or any of the other thing that were part of the "bunch of other stuff." He told me that the tech didn't check as those items are done at specific mileage intervals and would've been due a long time ago. What happened to the "10 year service?" I then looked at the inspection report, which listed the B service ($612.43), door lock repair ($686.75), and the services he'd recommended. On the report it indicated that the mounts had collapsed. I asked for photos of the mounts to show the damage as I hadn't noticed any extra vibration, sounds, or any reason to suspect the mounts had failed. I didn't receive any photos or proof the vehicle needed the work. I got this idea from a tech at Penske that would take photos to show me what was needed. I'll be getting a second opinion and then updating this review. At the end of the day, I was again called by Robert and advised the car was done. I asked if he would be sending me an invoice to pay for the bill. He said he'd send it once he got off the phone. I received the invoice and noticed that the B service was now listed at $678.53 and the door lock repair at $688.05, an increase of $67.40. I was also shorted on the discount from their coupon. I asked Robert about the increase and was told he'd get back to me. The next day I received a new invoice with the cost from the inspection report. The discount was not fixed. I did not receive any explanation for how the costs went up, which I think were fudged. I'll be following up with the service manager and corporate.

Mr. S******** I understand you are frustrated and I would like to help. I apologize for the extended time it took for us to respond back to you. Due to COVID we have had a backlog of vehicles in our shop and also have been having issues receiving parts in a timely fashion. This is not an excuse for what occurred. It is important that I share that we do care about our customers and have built a solid reputation in the community. From what I understand we actually sent you a copy of a video going over some of the items that needed to be addressed by the Technician that worked on your vehicle. I would like to confirm with you that you did receive this. This information was attached to the original inspection. I would be more than happy to go over your concerns with you personally in more detail and follow up on any outstanding items that my management team has not resolved. Best regards, Ted M***** General Manager *************

In response to Mr. M*****, Sir, your attempt to not make an excuse sounds like an excuse and is disingenuous. If your service shop is too busy to accommodate customers, then don't make the appointments or at least let customers know that their vehicles will be sitting there until you have time for someone to actually get to it. My vehicle sat there for an entire day and not due to any lack of parts as the parts I needed were there and did not need to be ordered. Also, there was no video with the original inspection report. That is a flat out lie, either by you or by one of your employees as I was already told that you do not take pictures or videos to show what is damaged on vehicles. That also does not explain what I believe is an egregious attempt to upsell services. Can you tell me what a 10 year service is?