Mercedes-Benz of Gilbert - Service Center

I was delivered my 22 GLC in May from the helpful and professional associates at the South Scottsdale location and knew it was the start of a great relationship with MB. However, now that the first servi professional associates at the South Scottsdale location and knew it was the start of a great relationship with MB. However, now that the first service has come due I needed to schedule time to take my new car in. I would’ve gone straight back to the South Scottsdale location but I cannot beat the fact that the Gilbert location is 5 min from my office. Not sure if my service advisor, Brandon, was having an off day but the entire experience was stressful, long, and borderline incompetent. I called the dealership a week in advance to schedule the appointment and let them know I will need a shuttle after my 8am drop off to take me to my office. I arrived at the dealership a week later at 7:50 thinking I’d be in shuttle shortly after 8 and go on with my day. No, they informed me the shuttle had just left for Queen Creek and it’ll be 30-40min until he is back. I’m understanding and knew that sucks but what could I do. I just said okay but I can’t wait too long. (Wish they would’ve had a loaner). I finally was driven around 8:30 and was told I will be called for a ride back once my vehicle was ready. Around 3:45pm I had not heard from the dealership. I called and the agent stated my service advisor was busy and would call me back. I waited until 4:20pm and haven’t heard back so I had a family member take me from my office to the dealership as I had a concert that evening and needed by vehicle. Once I arrived he was nowhere to be seen so I was seated in his office for about 10min. He informed me they were still working on the car inspecting the wheel (a concern I had them check for). He said I should have it ready within the hour. I was a little irritated because the car had already been there for 8 hours on a prescheduled detailed appointment. Once I was waiting in the customer lobby I noticed around 5pm the technicians just lifting my car and changing the oil. Brandon noticed me seeing this happen and said “hey they are just putting in the oil should be done soon”. Imagine my shock that work was just being done 9 hours after I dropped the car off. I said okay but this has been really inconvenient I’ve now been waiting almost an hour for what I thought was going to be a quick pick up. Another 20min goes by and I walk up to find Brandon to see if the car is ready and I cannot find him. I wait under the car park hoping to see him. I finally asked another employee “hey do you have a service manager?” He stated “he’s gone for the day what’s going on?” I said I am waiting for Brandon to tell me my car is ready. (At this point I see it parked up front). The other employee informs me Brandon has left for the day. The fact that he knew I was waiting and couldn’t have the courtesy to inform me he was leaving was beyond frustrating especially since it was already 5:30pm at that point. Not a great way to start out my service experience with MB. Heck - I had better service when I use to go to the Kia Dealership. Not sure I can trust coming back here. More

worst experience and worst treatment by the service advisor Kris Mason at this dealership. my sprinter van would not start and i was told by a local auto repair shop that i needed to get special parts advisor Kris Mason at this dealership. my sprinter van would not start and i was told by a local auto repair shop that i needed to get special parts at the dealership. my van was towed on sunday night to the street right outside the dealership fence. my van sat there for days and they ignored it. mind you, its a camper van that i currently live in full-time. this was an emergency walk-in, it was clear to me immediately that i was low priority to them. they would not diagnose my van until wednesday afternoon, after my father called Kris and begged him to help me get my van running again. unbelievably, they tried to charge me $1,300 plus tax for a starter and $255 for some new wires, they said maybe that was what it needed. days later i told them i found a shop nearby that would install the new starter for half the price that the dealership was asking. i told the dealership i would get my van towed out of their lot, to go to a local shop. to my surprise, Kris Mason handed me the keys and told me the van was actually starting and driving the whole time. they told me they repositioned the starter and got it to start up, days ago. so i was able to drive my car to an honest repair shop where they told me i didn’t actually need a new starter, i just needed a $10 battery cable. the dealership was trying to scam me for nearly $2,000 for a new starter that my van did not even need. for four days they had me thinking my van would not start, because they were so desperate for my money. so i camped in my van in their parking lot from sunday night to thursday afternoon, sleeping and peeing in their lot filled with their new cars. they had the keys inside the service center so i couldnt even try to start the van while i camping in it, waiting for them to fix it. Kris Mason and the manager of the dealership knew i was living in my van in their lot and still it was not urgent to them to diagnose my van, and they lied to me about my van. they withheld information from me. they were not honest with me the entire week. my experience with Kris was so unbelievably stressful and deceitful, i am terrified to step into a dealership again. this was truthfully the worst experience i’ve ever had with an company in my entire life. the lengths they will go to to take all your money is unbelievable More

Today I had good experience with Brandon Schoonover. Thank you for all your help and explanation. Thank you for all your help and explanation. More

Walked in with a minor issue. Keith Wong addressed it quickly and got us in and out in short order. I will be back when it is time to service the vehicle. Keith Wong addressed it quickly and got us in and out in short order. I will be back when it is time to service the vehicle. More

I went in for a service on my vehicle on September 23rd (Jeep Grand Cherokee). I purchased this vehicle with the extended warranty through Mercedes Benz of Gilbert. My vehicle was at Mercedes for 11 days (Jeep Grand Cherokee). I purchased this vehicle with the extended warranty through Mercedes Benz of Gilbert. My vehicle was at Mercedes for 11 days with an apparent electrical issue. When I got my Jeep back it broke down 3 days later. The issue was not fixed correctly, so I had to take it to another dealership while stranded in California on vacation. Since I was stuck I took it to a nearby Jeep dealership. Due to the electrical issues I had already replaced both the main battery and auxiliary battery twice. These brand new batteries were now dead again, and I had to return them now without a vehicle in another state. This was definitely an inconvenience and I had already done this twice. I was told by Mercedes that they would cover the additional expenses that were accrued to have the batteries pulled by the technicians at Jeep and for the additional deductible charge. I was simply asking for them to cover the costs of pulling the batteries and the deductible and not for all the other inconveniences and expenses that occurred. I was told they would do so. I sent those receipts in on October 26th as requested by the service advisor. I received no confirmation of email and then after multiple voice mails I did finally receive a partial refund but not until December 1st, and it was not for the correct amount. I did not receive a call back at anytime but just a text of the partial refund. I immediately responded as this was not the amount we had agreed on nor did it match the amounts on the receipts I had sent back on October 26th. Trying to get a hold of anyone by phone or to return a call has been difficult to say the least. I left 3 voice mails for the service manager to return my call and sent him a detailed email trying to get explanation as to why I did not receive full refund. Well after the fourth time of trying today I have still yet to hear back from him and was simply transferred back to the advisor. After being stranded in a different state for weeks you would think the least they could do was to refund the amount I was told. I was not asking for any other compensation etc. Waiting on the parts or not fixing my vehicle right the first time was not the issue. Things happen and sometimes the job isn't done right. It was the lack of communication that was unacceptable to me and can be avoided 100% of the time. On a side note the dealership experience with the service department at Jeep in Valencia, California was drastically different. They were very responsive and called back within the same day or within the hour in most cases. They didn't sell me this vehicle but bent over backwards to help with this very stressful situation. I would rather drive back to California next time to get my vehicle serviced by Jeep again, then to have to deal with the frustrations of this experience with Mercedes Benz of Gilbert. More

Keith Wong was excellent as my service advisor. He got me in for a quick repair on very short notice, kept me updated on the diagnostics and had me back in the road very quickly. He knew I was leav He got me in for a quick repair on very short notice, kept me updated on the diagnostics and had me back in the road very quickly. He knew I was leaving immediately for 1,400 mile drive and got me going very quickly. Excellent service. I will recommend MB of Golbert to my friends. More

Everytime I visit MG-Gilbert services depth. I received Phenomenal customer service from Keith Wong. when Your car need any kind of Service please ask for Keith he will provide you with the I received Phenomenal customer service from Keith Wong. when Your car need any kind of Service please ask for Keith he will provide you with the best professional service for your car without any problem. He will take excellent care of you!!! More

I needed some warranty work completed on my Grech RV built on a Mercedes Sprinter van. I was in a bit of a hurry due to an upcoming trip and other work being done on the van at a local RV dealership. built on a Mercedes Sprinter van. I was in a bit of a hurry due to an upcoming trip and other work being done on the van at a local RV dealership. The folks at Mercedes-Benz of Gilbert were very helpful and accommodating with receiving the parts and completing the work in record time. I would especially like to thank Service Advisor Kris Mason for his tenacity with this matter and always keeping me aprised of progress. The customer waiting area at the dealership is first rate and everyone at the dealership I spoke with during my visit was very friendly and happily provided whatever assistance I required. I highly recommend this dealership. More