Mercedes-Benz of Houston North - Service Center

Service department-beware Since you have a limited amount of time I will simply summarize my experience in the first two paragraph. My wife's vehicle (2013 ML 350 4 MATI Since you have a limited amount of time I will simply summarize my experience in the first two paragraph. My wife's vehicle (2013 ML 350 4 MATIC) was rear ended and the repairs were completed by a shop that was recommended by the insurance company. I was disputing the amount of damage my vehicle sustained. The adjuster and I were clearly disagreeing so I needed the service department at MB to confirm that the vehicle was malfunctioning due to the wreck (or simply tell me it was normal wear and tear). I needed the mechanics to look over my vehicle and its previous repair and maintenance records to confirm my suspensions . Not only did they not do what I asked them to do but they also did not provide me with the paper work that I needed to give to the insurance company represenative. When I arrived to pick up my vehicle I noticed that not only did they not have the paper work I requested but the maintence advisor could not be bothered to come out and brief me on what was done and why. At this point I was so frustrated and rushed for time I decided I would just call Managment to explain what my concerns were and how they could have been addressed to ensure I would be a repeat client. The service manager was more concerned with defending the service advisors actions then address the actual problems. At this point I fully understood all the negative review and why so many people were so passionate about their issues with this dealership. Chances are if you are reading this there is no way you will use this location for your MB needs because unlike me you did your homework first. The full review below; complete with names and actions described in more detail. I did not purchase a vehicle at this location however since I purchased my vehicle in anther state I used them for the maintenance on my ML 350. Let me start of by saying there are positives to my experience here for example when I turned my vehicle in they were ready and waiting for me and they even provided me with a loaner free of charge. Nothing else about my experience with their service department was positive. I will walk you through what happened to me when I went there for a simple service of my vehicle. I went up there on a Thursday and spoke with the receptionist that sits in the back left hand side of the building she was very and even called a service advisor over to hear what I wanted to have done to my vehicle. I explained to Mr. Davis, Steven that I was rear-ended by a truck that was going about 45 miles a hour and I had just got my vehicle back from the shop. I explained to Mr. Davis that I noticed that they had not repaired all the damage to my vehicle. I then explained to him that I would like for them to look at the mechanics of the vehicle and any body damage that would be considered mechanical and let me know if anything else was damaged and not repaired. I thought this was fairly straight forward since I had only purchased the vehicle about five months ago and I know that the dealership where I purchased my vehicle kept really good records. After I explained all that to him he scheduled me an appointment on the very next Tuesday. I arrived about 10 minutes early and waited in line for about 10 minutes at which point Mr. Davis came outside and had me reexplain what my issues were (this I am sure is normal since they deal with so much traffic) which I did in detail. I made sure he understood this was due to me being rear ended so he would know what to look for. He started off by making sure the specific items (for example; exterior gas take door) I was complaining about were malfunctioning. I was confused by this because I did not think anyone would make this up since it cost money to have your vehicle repaired. Then he said something that caught me of guard after I told him the electronics in my vehicle at random intervals were acting funny when switching between tasks he responded by saying "Well if they don't malfunction while I am inspecting it there is nothing I can do." I could not believe he was essentially refusing to repair it just based on what I was telling him. Most shops will fix things sometimes just so they can charge you. Since The damage was due to the accident I would not be paying for it I was not concerned. After about two days I called and asked about my vehicle they told me I could pick it up later that day so I hung up and waited to hear back from then which I never did. So I went up there the next day and found out my vehicle was ready (thank goodness) for pick up. When I went to pay the bill I found out that my vehicle was still under warranty and I did not have to pay for the items that they ended up repairing. Now it made sense why he was giving me reasons not to fix the items I was concerned about. Now I did not approve the repairs they made to my vehicle and normally I would be happy about this but since it was due to a accident I did not want them to repair it until I spoke with the Ghieco. I wanted Gheico to see items malfunctioning so they could do their own inspection of they were so inclined to. I had also requested the dealerships inspection paper work for my vehicle when they received it so I could prove to Gheico that my vehicle was in perfect condition prior to the accident. I was not provided this paper work they did not explain any of the repairs on the vehicle on my invoice and Mr. Davis did not come out to explain to me what had been done to the vehicle and if it was in fact due to the accident. This tells me that he did not listen to what I asked him to do or even bother to pretend like he had listened to my very specific request. Mr. Davis made no effort to provide me with the information and documentation that I really needed for the accident. Look if I owned a Honda or a Toyota I would be completely fine with this type of behavior from the service department staff but the fact is that when you own a vehicle that cost around $60,000.00 you expect a different level of care and service. At the end of the day I am willing to pay that for the vehicle not because I think the vehicle it self is worth that amount of money but because the service you receive after your purchase is worth it. Prime example MB offers a concierge and emergency service button in the vehicle and it is for this exact reason that people pay an additional fee every year to have those services active and available. Short story Long if you value your time and sanity do yourself a favor and conduct your business else where. More

I have had my car serviced with Jason at this dealers service department 8 times over 6 years. Every time Jason remembers me and takes excellent care of my Mercedes S500. Thanks Jason and the whole team. service department 8 times over 6 years. Every time Jason remembers me and takes excellent care of my Mercedes S500. Thanks Jason and the whole team. You guys are what Mercedes is all about! More

I sat down with Ceasar and discussed what we needed to do now as well as, what would be coming up within the next several months. He gave an estimated cost and time available. The work was done on time and now as well as, what would be coming up within the next several months. He gave an estimated cost and time available. The work was done on time and slightly below estimate. I doesn't get better than that. I have a cousin who has used Ceasar's partner, Taylor, and says the same thing I do. I will go back and I recommend these 2 service agents at MB North, Houston. More

My first experience with this dealer has been very good, especially dealing with Cesar Tijerina in the service department. They did everything on time and as promised. I can only hope that my relationship w especially dealing with Cesar Tijerina in the service department. They did everything on time and as promised. I can only hope that my relationship with this dealer stays this good, and I would recommend MB North to anyone at this time. More

The service took three visits to complete because of parts for this car not being in stock or even in the country. This is unacceptable. This is for an SLK55AMG. 1. I took car in for Service A and a parts for this car not being in stock or even in the country. This is unacceptable. This is for an SLK55AMG. 1. I took car in for Service A and a leak in the trunk (among other things). The leak was not fixed because the entire rear window had to be replaced to fix this problem. The window/weather-stripping assembly had to be sent from Germany. I was promised the parts would be there in three days. I picked up the car after the three days without the arrival of the part. When I did pick up the car, it was sitting in an UNCOVERED parking place in the rain. I don’t think a car with a water leak in the trunk should have been parked in uncovered parking, especially when it had been raining torrents every day for a week. 2. Finally I was notified that the window had arrived and I took the car in for that. At that time, another water leak had developed with the driver side window weather-stripping. I was told that the weather-stripping was unavailable and it, too, had to be thrown into the Atlantic ocean for its trek across. I picked up the car the same day and noticed they had not replaced the window tint that was on the original window. Since I had to come back for the window weather-stripping replacement, I told them they could do it at that time. I was told that the weather-stripping for the driver’s window would be there in a couple of days. 3. After close to three weeks of waiting, I finally called the service advisor and told him that I was glad that I hadn’t left my car there all this time waiting for the parts to arrive. Driving the wimpy C230 for that length of time would have driven me crazy, by the way. Fortunately rentals are "free". He informed me that he told someone to call me and that the parts had been there for some time. No one called me. 4. All this originated from the Service A. Remember, I had been there three separate times. I figured that when all was completed and closed out that I would have received the invoice for the original Service A. That did not happen either. I actually thought (well, hoped, anyway) that the $183 charge for the Service A had been “comped” because of the way things had been handled (all the waiting for parts, etc.), but that was not the case. Several days later the cashier called and wanted payment for which I provided my credit card. More

The dealership is average on the whole for MB cars. The sales teams is made up of a bunch of virgin sales people. I had big problems with the service advisors, they usually dont care about you and have ve sales teams is made up of a bunch of virgin sales people. I had big problems with the service advisors, they usually dont care about you and have very little information aside from the time of the day. Be wary of the Liz, she sits at the bottom of the barrel. The only reason I recommend and use this dealership is because of the Service Manager Gerald Lynch. Stand up guy that does not xx you nor does he avoid your pointed questions. I have known him 12 years and he has truly worked his way up from the shop to the advisor desk to now the manager. Genuine guy who cares about all his customers. I give all my cars to him and I have never heard him say "cant" or "no". I would suggest you go to him before you have a problem. There used be a class "a" service Advisor Marco Imeri but he left them. BIG loss for MB Houston North. If you guys at MB North are reading this pay Gerald a huge bonus because he is the only reason you do work on our S430, S600, C230 and S500.<br><br>EDIT 9.28.04: This dealership has gone nuts. They got rid of the one guy, Gerald, that was the ONLY reason people even went to MB North. Add to that, there are NO MORE LOANERS for service work. You have to pay $50 per day to get a car from Enterprise. So when my car goes in, which is very often, I will have to pay $50 a day for at least 2 weeks, which is normally how long it takes for them to do an oil change ($50 x 14 days = $700)!! That is a car payment in itself every 4 weeks. There you have it folks, buy another car to drive while the dealership keeps your car. MB has no control over this and Autonation does not care. Sure sucks to be a consumer. All together lets say LEXUS! More

I recently purchased a Starmarked 2000 S430 from your dealership. I shopped the other three MB dealerships and Northside Lexus and returned to Mercedes Benz of Houston-North because of your product and dealership. I shopped the other three MB dealerships and Northside Lexus and returned to Mercedes Benz of Houston-North because of your product and your sales person.<br><br>xxxxxx did a good job of selling me the product. He was polished, introduced himself, asked my name, demonstrated the car and asked for the sale. Not one other sales person at the other Mercedes Benz dealerships did the same. When I asked questions about the car he gave me straight answers. <br><br>After my Wife and I agreed to purchase the car is when your dealership began to fail me as a first class organization that one would expect when carrying the flagship name Mercedes Benz.<br><br>When we did the paper work with the lady in back, she insisted that we had to fill out a credit application to buy the car. We brought an approval letter from our credit union and we weren’t taking the car home that night. In a society with identity theft as a growing problem and the invasion of privacy that can happen in the wrong hands of someone with a social security number, I wasn’t comfortable giving out my social security number for a credit check when not using your financial institution. According to my credit union, someone from your dealership could have picked up a certified check the very next day (and I wasn’t taking the car home that night). In my business certified funds are good enough for my customers to close on a half-million dollar home but I guess at your dealership they aren’t good enough for a fifty thousand dollar car. Subsequently, we took the car home three days later.<br><br>Ten days after I purchased the car, I brought it to your dealership for an alignment and the right rear window wouldn’t go down all the way. Items that I believe the Starkmark certification should have found but it was no big deal to me. <br><br>I dropped the car off on Wednesday, October 22 and the car wasn’t ready until Monday, October 27 in the evening.<br><br>This is where the arrogance of your dealership pissed me off. When I was told to come pick up the car, I was told that the rear widow wasn’t fixed. When I asked why, I was told “We don’t want to pay for it and your Starmark warranty won’t go into effect for another 30-45 days.” They wanted me to bring the car back at a later date to fix an item that should have been done before we purchased the car. What’s the purpose of buying a Starmark car if the inspection hasn’t been fully done and there’s a waiting period for it to take effect. I hope my engine or transmission doesn’t quit because I purchased a Starmark car from Mercedes Benz of Houston-North and they don’t stand behind their product and they sure don’t want to make the customer happy. In addition, it takes four working days to align a car that most places can do in a couple of hours. <br> More