Customer ReviewsforMercedes Benz of Rocklin

I am a trustful senior, who unfortunately bought a "certified vehicle" about 3 months ago at this dealer, and the people involved in the process, the salesman, the sales manager and later one of the service managers, all promised to take care of the issues that a certified vehicle shouldn't have according to their own words. i.e. A stain in the passenger seat that doesn't go away, the missing 2nd key, the dashboard that was cracked, the tire compressor kit that was missing (this vehicle doesn't have an spare tire and comes with the kit). After I took the vehicle home, all of these issues were ignored and no one takes responsibility. They ignore e-mails, don't reply to phone messages, and in the one occasion when they talked to me, not action was taken anyway. After 3 months and after several requests, they have not even updated the name of the owner so I can register the car under my name and create an account with "********************** me connect", so I have not been able to sign up for any of the services you can access with this app. Very disappointed.!!In addition to this, the car was missing a "C" letter from the back logo and instead of replacing it with the correct one, they removed a "C" from another vehicle that is larger than the letters on my vehicle and glue it there. It obviously doesn't look right and you can tell the difference. They just don't care !!!.I realized that they act like scavengers when trying to quickly "fix" an issue and don't care if it is done right or not. The people at this dealer don't have any pride on the business they work for or on the vehicles they sale, they only care about "closing the deal", will tell you not to worry about any of the issues you find during the negotiations and then you are on your own. In my case, I thought this is was reputable dealer, so I trusted them. Big Mistake.

I am incredibly disappointed with my experience at this dealership. I brought my 2019 Mercedes-Benz GLC350e Hybrid in on April 16th to address a check engine light issue while it was still under warranty. I initially worked with ****** but when I picked up the car, I discovered the charging port door was completely missing and the cap was broken. Shockingly, they found the part in the car wash.I returned the car to have it fixed, but the dealership repeatedly informed me that they had ordered the wrong part or that the part had not arrived, requiring them to keep my car longer.When I finally picked up my car on Tuesday, I found the door to the charging port wouldnt even open. There were jagged dents all along the outer rim of the charging port. Additionally, blue painters tape was left on both sides of the bumper, and there were numerous marks and dents on my bumper that were not there before. The car was so haphazardly put back together that I was in shock.Having owned Mercedes for years and always having great experiences, this whole ordeal has been very unsettling and exhausting. I had to go back in to speak to the service manager, who promised to call me back with an update. However, I never heard back despite leaving multiple messages.This level of service is unacceptable, and I strongly advise others to avoid this dealership.

I dropped off my Mercedes for a replacement of the ignition switch (a dealer-only security part), in September of 2022 with Von Housen Mercedes Benz of Rocklin. I was informed of this part being backordered and was forced to wait until August of 2023 when the part finally arrived. The car was in the dealer's possession the entire time, and still is. When the part was replaced, during the test drive, the mechanics reported noises from the engine (noises that were NOT PRESENT when I delivered the vehicle for the ignition switch). Later I was told that crankshaft bearings were damaged, prompting service to disassemble the bottom end and replace them. They said they'd take care of this.. they killed my engine on the test drive. At no time during this entire fiasco have I ever received anything remotely resembling a quote, price or estimate for the amount required to pay for repairs. This is not acceptable, even after multiple requests for this information.. they can make up any amount and simply add this to whatever they want to bill me. During this entire time, nearly all the people that work at the dealership I have been in contact with since the original R.O. was created have either quit or were fired. At this time I do not know the estimated cost or even which advisor is responsible for my repairs. In addition, almost all the replacement parts I paid for out of my own pocket so the majority of the charges will be labor. The labor rate (on my Von Housen R.O.) when my car first entered the shop was roughly $175/hour. Since then, Envision took ownership of this dealership and increased the rate to more than $250/hour. I have never received any updated R.O. or estimate. My insurance company was involved briefly and spoke with original Service Advisor (not employed there anymore) and was also unable to get anything from them because the shop said they'd take care of this. My engine is still in pieces there, and I have not way to escape this madness.

My wife negotiated a deal for a used Mercedes SUV and traded in our truck. The pink slip was signed over for the truck and contract was signed for the Mercedes. However, the vehicle we agreed to purchase was at the *************** location. We were told the vehicle would be brought to the Rocklin location and available for pick up the following day. We were provided a loaner vehicle in the meantime. The following day we were told that the vehicle we agreed to purchase had been sold overnight by the *** location. So, we had a signed contract for a vehicle, and they sold it. Rocklin blamed the *** location and *** blamed the Rocklin location. The dealership said they would make it right and allowed us to keep the loaner car while they searched for a comparable SUV to the one we had agreed to purchase. The dealership located 3 different vehicles but unfortunately they didn't have the same equipment/options as the vehicle we originally agreed to purchase (one didn't have AWD, one didn't have same camera system). The dealership was trying to get us to settle for a vehicle which was not as equipped as the one we had originally agreed to purchase. Since the dealership was not able to provide a comparable vehicle, we asked to simply give us our traded in truck back...but they had sold it already. We were then told that the dealership wanted their loaner vehicle back and they would give us a check for the value of our trade in. We had a signed contract for the purchase of a vehicle and they sold it. Rather than making it right, they tried to get us to settle for a lesser vehicle. They made the mistake and rather than owning up to it, they took the loaner car back and didn't care. They sold our truck and now we have no car and are currently renting a vehicle while we search for something else. The ** was extremely rude and uncaring. He clearly had no concerns about fixing their mistake and treating the customer right. He should be ashamed of himself. Terrible!

Beware of this dealerships service department. We used to love this dealership but it has had a turn for the worst and they are ***** con artists now. Serviced my wifes car poorly. Check engine came on near immediately after service. Blamed my wife for it when service technician left gas cap off. Wouldnt reset code and held our car for two days. Finished by charging us $288 to reset code they caused. Had to become very vocal about their horrible service to not pay service fee. My wife who loves her car said this is the last visit for her to this dealership and when she gets a new car she wants to get a different brand because the service rep was so disrespectful to her. We thought a Mercedes Benz dealership would be better than this. Whole service team should be replaced.

I was going to buy a car from them, gave them a $2000 deposit and the deal was changed so I cancelled and they agreed to immediately return the deposit. Weeks later, they still have my money and have lied to me three times about when they will refund my deposit.

No reimbursement available for **************** Warranty (ELW).In 2017, I purchased a GLC300 from MB Rockin, which included an **************** Warranty (ELW) that provided coverage for 7 years or ****** miles until July ****, for a cost of $4,500. However, I recently sold my GLC300 in May 2023 and attempted to request reimbursement from MB Rockin. Unfortunately, I did not receive a response from the dealership. When I contacted them, they informed me that the dealership had changed ownership from 'Von Housen' to 'Vision Motors' and provided me with an email address for 'Von Housen.' However, I later discovered that 'Von Housen' currently has no dealerships in the US and they did not respond to my emails regarding reimbursement.I escalated the matter to MB *** in an effort to resolve this case, but so far, there has been no progress. Representatives from MB *** contacted MB Rockin, but no one from the dealership contacted me. This lack of communication and failure to act in the best interest of consumers raises concerns about the business ethics of MB Rockin. I will continue to provide updates on this situation as it evolves.