Mercedes-Benz of Alexandria - Service Center

I would like to point out the following . . . I have had several encounters with service departments in my past and I would like to extend my gratitude to Mercedes Benz of Alexsandria, to include the follow several encounters with service departments in my past and I would like to extend my gratitude to Mercedes Benz of Alexsandria, to include the following employees; Carlo Genao, Ashley Neece, and John Petronio for their outstanding service to their customers. I received a phone call from John Petronio on what was found wrong with my car and what was done to resolve the issue. And even after I told him what had really happened vs. what he was told had happened, he showed the concern in making sure that my car was checked and rechecked to ensure total customer satisfaction. And for this exemplary service I am very grateful. It shows that the concern is not the money but the welfare of the people that drive the cars. I have never in my time driving different brands of vehicles have I ran across a dealership that showed this much concern. If there was a higher rating than what is denoted on you page, you would receive the highest rating possible. I will continue to come back and purchase my cars in the future from this dealership and no other. Thank you to all. More

AMAZED (In a very good way)!!! I recently purchased a car at MB of Alexandria and had a mechanical issue that was not covered under the warranty. After hearing of my issue the client service manager con car at MB of Alexandria and had a mechanical issue that was not covered under the warranty. After hearing of my issue the client service manager contacted me to evaluate my issue and asked if there was anything that he could do to assist me. He was very empathetic to my situation and was very diligent in resolving the issue. He follow up almost daily until everything was corrected. He turn a potential unpleasant experience to a positively memorable experience. His assistance alone changed my entire mindset of Mercedes Benz. He took customer service to another level. I only have positive things to say regarding the customer service i received at MB of Alexandria! More

Part mananger was very rude and uncouth. Made me waiting and waiting forever without any apologies. I wish to get his name an complain to the owner of this dealer. I have two Mercedes but will never ever ta and waiting forever without any apologies. I wish to get his name an complain to the owner of this dealer. I have two Mercedes but will never ever take my cars back this dealership. I told my family and friend the same thing don't go to this dealership anymore. More

I've owned my Mercedes CL55 for over 5yrs now. I used to service my car at HBL Mercedes in Tysons Corner. My favorite salesman has since left there and I decided to try out Mercedes of Alexandra - as well a service my car at HBL Mercedes in Tysons Corner. My favorite salesman has since left there and I decided to try out Mercedes of Alexandra - as well as the location is better for me. I was given Carlo Genao as a contact name in sales. He called me before I had a chance to call him. He was very responsive and helpful. He told me which Service rep. I would be working with....and, that was John Petronio. Well, John called me about the time I wished to schedule a service visit. Again, I was pleasantly surprised at how responsive everyone was. John is exceptional. I'm sure of this b/c he was on the tech.side of this car business for several yrs; he listened to my unique circumstances(out of the country 6mos. a year/car is not driven and low mileage)and, didn't give me the standard line. After the car was checked over thoroughly, he called me and gave me some options to work with. I appreciated his candor and professionalism. I will be bringing my business to Mercedes of Alexandria because of folks like Carlo(who, again xxup after my visit) and John who gave me his time and attention. Truly a pleasurable experience!! Tina Jones More

While waiting on my vehicle to be serviced I ventured onto the sales floor. Carlo Genao quickly approached and was eager to assist. I found Carlo to be an extremely professional and knowledgeable sales onto the sales floor. Carlo Genao quickly approached and was eager to assist. I found Carlo to be an extremely professional and knowledgeable sales representative. I advised Carlo that I would not be in the market to purchase a new vehicle until next year. Instead of losing interest, Carlo seemed more willing to assist and educate me as car buyer. I can honestly say that when I am ready to purchase my next Mercedes Benz, I will seek out Carlo as my sales representative for his expertise and charming personality. I have used the Mercedes-Benz American Service Center in Arlington several times and each time I was very unsatisfied with the courtesy and respect of the service advisor! Issue were: emission test was never done but I was charged for it, needed return visit to repair oil leak although I was told it was resolved, giving incomparable rental (dirty Toyota Camry), told by a manager that those who originally purchased their vehicle from American Service Center receives better service. More

I brought my '08 E350 in for repair of the intermittent "ESP Inoperative" alert that occasionally appeared in the dashboard. Fearing the worst that there would be a gremlin that would never be found, I wa "ESP Inoperative" alert that occasionally appeared in the dashboard. Fearing the worst that there would be a gremlin that would never be found, I was very pleasantly surprised when Eddie informed me there was a "black box" in the car that records all malfunctions. Sure enough, they found a code which advised that a sensor behind the steering wheel was defective. Replacing the sensor had me back in my car before the end of the day. The point here is all personnel were extremely knowledgeable about the vehicles which are becoming more technically challenging every year and were able to make an expeditious repair. Eddie and Rick are very friendly service people who genuinely leave you with the feeling that you and your car are the most important things to them. More

The sales and service at this dealership is an absolute disgrace to the Mercedes Benz name. Mercedes is synonymous with luxury, quality, and class, or at least one would think so... What went from a rout disgrace to the Mercedes Benz name. Mercedes is synonymous with luxury, quality, and class, or at least one would think so... What went from a routine maintenance to an absolute nightmare is an understatement. I have never dealt with such incredibly unprofessional people in my entire life! Clearly this starts from the top with the General Manager, Jim Stohlman, all the way down to the service specialist, Horst Von Shilling. The problem that lies within this dealership is that once you purchase a vehicle from them, they wash their hands of you and could care less about the consumer. In an economy that is lacking and an auto industry that is under a tremendous amount of scrutiny, one would think that customer service would be a top priority in order to gain new sales or referrals; however, this dealership does not operate that way. Rather than seeing the longevity of a repeat client, a referral source, or simple maintenance (which costs $300 or more, on average, per trip!), Jim Stohlman and his staff are money hungry for new sales and nothing else. There is more to sales than the purchase of a new vehicle, Mr. Stohlman, and that is something called relationship building with your clientele. Perhaps you should go back to Sales and Customer Service 101!!! The GM of Mercedes Benz of Alexandria not only did not apologize for the insufficiencies in his staff, he all but called me, the paying client, a liar. When multiple attempts were made over several days to find out the status of my car, pardon me if it is a little frustrating to get no answers. On average, every time I called there it would take 6 to 7 times of the operator connecting me to the service department because no one would answer the phone. Then once connected, I left multiple voice mails with no return phone calls. My service specialist, Horst, had 3 phone numbers to get a hold of me and tried telling me that there were messages left. Between all of those numbers, I never had 1 message from him. Then the GM, Stohlman, has the audacity, at the end of a frustrating experience to tell me to check my messages. I ask, what kind of business does this man operate? I have never experienced such insulting treatment in my life, especially after having spent so much money on my vehicles with this dealership. I have filed a formal complaint with Mercedes Benz USA and the Better Business Bureau. I do hope that it does not fall on deaf ears, but the least I can do at this time is to get the word out there that this dealership is the WORST representation of Mercedes Benz. Do yourself a favor and anyone else you may know, I highly recommend STAYING AWAY FROM THIS DEALERSHIP! SAVE YOURSELF THE FRUSTRATION!!! More

This is the WORST dealership I have ever worked with in my life! I bought 2 cars from them and once they got the sales, they didn't give a xxxx! The SERVICE is by far the WORST I have ever experienced!!! my life! I bought 2 cars from them and once they got the sales, they didn't give a xxxx! The SERVICE is by far the WORST I have ever experienced!!! It is impossible to get anyone on the phone to speak with. You leave multiple voice mails and no one ever returns your calls. They charge you for services that were NEVER rendered! I didn't spend all this money to get bad service! This is service I would expect from GM or one of the other poorly managed car companies. You purchase luxury, you expect luxury in return by means of outstanding customer service. I will NEVER buy another car from this dealership again!!! More