Mercedes-Benz of Encino

Bad Customer Service The internet service manager would not give me an e-quote and instead tried to convince me to go into the dealership to negotiate a better price. When The internet service manager would not give me an e-quote and instead tried to convince me to go into the dealership to negotiate a better price. When i informed the manager that I preferred to negotiate via email so that I have it in writing he pretty much blew me off. This dealership won't be receiving my business and why call yourself "internet sales" when you are not willing to negotiate online. Seems odd to me. More

Best service I have ever recieved at a Mercedes Dealership I have a 2005 E55 and for about the past 6 months I have been smelling gas when I go in my garage in the morning. I went on line and sure enough ther I have a 2005 E55 and for about the past 6 months I have been smelling gas when I go in my garage in the morning. I went on line and sure enough there was info about this problem. I contacted Drew Herman at Mercedes of Encino and he asked that I bring the car in for inspection. Drew found the problem, which was to replace the fuel tank and the other necessary parts. The whole ordeal took only one day to resolve and get my car repaired. Drew and his team (Nicki, Grace and Jose) were totally nice, accommodating and professional. The best part was not just that the people treated me wonderful and did a great job on my car but, that the entire repair was covered under warranty (it normally would have been approx. $2,400.) on my 10 year old vehicle. I can't say enough good things about the service I received. Kudos Drew ! More

Great experience with knowledgeable and friendly staff Best experience I've ever had at a dealership! They properly diagnosed and explained the issues I was having with my 2012 ML350 and properly fixed it! Best experience I've ever had at a dealership! They properly diagnosed and explained the issues I was having with my 2012 ML350 and properly fixed it! From their competent service manager (Mike) and his friendly staff, I can give nothing but 2 thumbs up on the entire experience. Bonus: They also serve you cappuccinos & espresso while you wait. 5 stars! More

Worst Service Ever! They messed my car up and ripped me off! This is by far the worst service department I have ever dealt with. They not only sold me a warranty but they ran up the charges on the warranty till This is by far the worst service department I have ever dealt with. They not only sold me a warranty but they ran up the charges on the warranty till the warranty company refused to service my car anymore. They stated they replaced my motor mounts every single time i went in for service and charged my warranty $300 a pop when the mount i later found out is only $40. Not sure how they even get away with this xxxxxxxx under the Mercedes flagship. To top it all off they broke my oil pan by over tightening the screws then told me my oil can is broken and need to spend $1200 to replace it. If you like getting ripped off be sure to go here so they can screw you over and over and over again. I would give it negative stars if i could. You would be better off taking your Mercedes to a Ford dealer for service. More

never trust a phone conversation with this delearship! never trust a phone conversation with this dealership! whatever price arrangement you make via phone turns out to be not true and once you arrive at t never trust a phone conversation with this dealership! whatever price arrangement you make via phone turns out to be not true and once you arrive at the dealership they will not agree on the price so please find a dealership which speaks the truth! I think Glendale one is better so far! More

I had the best experience I have ever had at a Mercedes dealer today, with James in the parts department. BUT when I called to speak with his supervisor, to give him recognition for his outstanding service dealer today, with James in the parts department. BUT when I called to speak with his supervisor, to give him recognition for his outstanding service (something I have never done) things took a VERY UGLY turn. Monica the receptionist answered, and I simply told her "I had a great experience in the parts department today, and would like to speak with someone in charge". There was a long pause followed by an extremely rude "So who do you want? Service? Sales? What?" I then told her, no I want a manager in charge of the parts department, and then asked her why she was so upset. She raised her voice and said "JUST TELL ME WHO YOU WANT?!" At that point I said, just give me your supervisor, your behavior is bizarre. She then Hung up on me. I called back immediately, and she picked the phone up, and hung up again without saying anything. I called back over and over, but she would just pick up and hang up. Finally she just picked up and put me on hold without speaking. I was about to come back down there, and speak with a manger face to face. But I decided to look under the "contact us" section of your website first, and found a different number. I called directly and got in touch with a sales manager named "Larry". He said "Not to make excuses but Monica is new here". I don't know what he meant by that, but people are usually extra nice and careful when they start a new job. I then let him know what a great Job James did from parts, but that I would now never return there. I paid cash to you guys for my Mercedes 2 years ago, and was excited to order the top of the line "2015 S550 Coupe" when it releases at the end of this year. Now, I will go somewhere else to order it. Sad, when I was just calling to say how happy I was with one of your employees. Good luck with Monica, You'll need it!!! More

I Tried to contact dealership for 2012 ml 350. Talked to Internet sales Manager, First took message said he is going to go to car lot & call back,never returned a call. Called again since I was seriously Internet sales Manager, First took message said he is going to go to car lot & call back,never returned a call. Called again since I was seriously interested in vehicle. Meanwhile in large high rise building my phone line got disconnected. This guy got mad & called me back a left me a voice mail message stating I should invest in better Phone before Buying Mercedes-benz. Totally uncalled for I spoke to one of the manager & make him heard VM msg. I could not believe this kind of behavior from Mercedes dealership. So far Buying is concern I am done with this dealership More

Contacted internet sales for a car quote was reached by Kris Assad. Kris kept wasting my time by sending emails that have no useful information. Never gave me a quote for the car I am interested in. I ende Kris Assad. Kris kept wasting my time by sending emails that have no useful information. Never gave me a quote for the car I am interested in. I ended up just ignoring his emails and I would certainly never deal or visit this dealer if this how their sales personnel deal with people. Stay away from this dealer either by email or life unless you have a few hours to waste of your time. More

I tried to contact the owner Steve Zubieta and he never contacted me to try and resolve my issue. The letter below explains it all. Go to Thousand Oaks or make the drive to Fletcher Jones. Worth your ti contacted me to try and resolve my issue. The letter below explains it all. Go to Thousand Oaks or make the drive to Fletcher Jones. Worth your time and money! Dear Mr Zubieta: On March 28, 2013, I finalized a lease on a 2013 E350 at your Mercedes Benz dealership. I spent over 3.5 hours that day negotiating with Raymond/Helen and waiting for the car to be ready. I left your dealership happy with my experience and with a deal that I felt comfortable with. Unfortunately, the next day I received a call from Helen Arsenian stating that I needed to come into the dealership and that “something had come up”. I returned Helens call asking what the issue was. At first she was not forthcoming on what the issue was. I stated that I was working and did not have time to come in and was confident that I could resolve the issue over the phone if she would just let me know what it was. She told me that she would find out and call me back even though I knew that she was aware of the issue at that time. I received a call about an hour later stating that Mercedes Benz financial was inquiring about a mileage balance of $6,602.44 that I owed from my previous lease (2008 CLS 550) that I turned in over 2 years ago. I was shocked to learn about this. I asked Helen how this could be and why this is was not brought up earlier. Her reply was that it was my responsibility and I needed to pay it. I then reminded her that the whole reason why I got out of the CLS 550 and into my current car (2011 C300) was to bring down my payment and get out of my CLS 550 lease early….that is why I pay $300+ more a month than I should on a C300. It was absorbing what it cost to get out of my CLS lease. That is why I made that deal over 2 years ago. I also asked why is this the first I am hearing about this issue. Her reply was that Mercedes Benz has been trying to get a hold of me. Really? Mercedes Benz has been trying to get a hold of me? I have a car now that I pay for every month…I have been paying monthly for the last 8 + years to Mercedes Benz. They know how to reach me. I have never received any inquiries from Mercedes Benz and there is nothing on my credit that reflects this matter. Numerous calls continued back and forth and valuable time spent discussing this and the only response from Helen is that I need to figure out this matter on my end. At this point, I am extremely frustrated and know that there has been some mistake made at your dealership. I expressed to Helen that this has been the worst experience I have ever had as a consumer. I told her to pick up the car and bring me back my C300, my $1200 down payment and some sort of paperwork stating that I am not responsible for the E350. Raymond picked up the car and dropped off my C300. We are on the 4th day since the car was picked up and I still have not received my $1200 refund or release of lease paperwork. It is extremely hard to comprehend that as a consumer who has been loyal to Mercedes for 8+ years and more importantly loyal to your dealership (3 cars leased from Encino) that this is the way I was treated. To pay almost $100,000 over the years and be treated this way is truly appalling. Out of respect to you as a business owner I am writing to you first to make you aware of this matter that has taken place at your dealership. I would appreciate it if you would contact me to see if we could discuss this matter in person and see if we can come to some sort of resolution. I look forward to settling this matter amicably. If, however, the matter is not resolved satisfactorily by 4/5/13 I will be taking further action to resolve this issue through a consumer protection agency, the Better Business Bureau and Mercedes Benz. More

I bought a car here last year that was recently due for service. I have lived in New York City most of my life and did not drive there so this was my first car purchase and first experience with routine m service. I have lived in New York City most of my life and did not drive there so this was my first car purchase and first experience with routine maintenance. After my initial misgivings dealing with the service department, I have to say they really stepped up and addressed my concerns. Neil Perlmuter is the best and he stands behind what he sells. More