Mercedes-Benz of Knoxville - Service Center

My bill doubled without notifying me. My new key was $600 labor $100. Great! When I arrived to pick my car up, I was told to pay almost $1400 with no explanation. Just shrugged should My new key was $600 labor $100. Great! When I arrived to pick my car up, I was told to pay almost $1400 with no explanation. Just shrugged shoulders from the sales person, talked to me like I was a child. Said he had to call Germany, cause programming the key takes satellites in the sky and signals from Germany and shoots down to Knoxville to my new key fod. He wasn’t joking. Just lying. Why did my bill double? Anyone? More

I really believe that this dealership deserves even more than 5 stars. Their service is exemplary as they really go above and beyond with their customer service. Their competency ,efficiency and support wer than 5 stars. Their service is exemplary as they really go above and beyond with their customer service. Their competency ,efficiency and support were incredibly appreciated in our urgent situation. James Cox is the epitome of a professional as well as his other colleagues i. e. Jordan Greer at Mercedes -Benz Knoxville. In summary ….. a fantastic dealership! More

Made a service appointment online and received a confirmation. Went to drop off the our business Sprinter van on Friday for an early Monday appointment. We got there and low and behold they have n confirmation. Went to drop off the our business Sprinter van on Friday for an early Monday appointment. We got there and low and behold they have no record of our appointment and are booked two weeks out, according to them. We explained to them that we scheduled our customer's calls around the confirmed appointment we had and now we'll have to inconvenience them further. The Mercedes service department flat out DID NOT CARE. Not only that, this is a return to the shop for a repair they supposedly made two months ago. To top it off, when I got to work this morning there are two email reminders for the appointment that the service department said I did not have. Beyond frustrating COMPLETE CUSTOMER SERVICE FAIL! More

Mitchell and the service crew where great. From out of town and needed help. They exceeded expectations From out of town and needed help. They exceeded expectations More

Excellent to work with, very accommodating. Especially Javier in sales and Josh in the service department. Especially Javier in sales and Josh in the service department. More

I was so disappointed with service dept. at Merc of Knoxville, I considered changing to another car mfr. after 3 bad service experiences. Then I asked the collision dept. to replace my fron at Merc of Knoxville, I considered changing to another car mfr. after 3 bad service experiences. Then I asked the collision dept. to replace my front bumper due to years of rubbing parking curbs. I was clear to them there was no accident and I would not file an insurance claim so out of my pocket. I dropped the car off on the appointment date, had to rent a car and proceeded to wait. On Friday, day 5 no updates or returned calls. On Monday, day 8, I went to the dealership to get an update. Nothing was done on the car. Fortunately the manager, William H. was there, heard my frustration and did the unthinkable at Merc of Knoxville, he asked me why I was unhappy. I was shocked because the service department didn’t care about my frustrations. I explained my frustration comes from the service department and now extends to collision. I was requesting a cosmetic repair, had an appointment, had to rent a car, was paying out of pocket and I was now on day 8 of car rental. I expected 3 days, 5 days max! William H. listened to me and made me feel like a valued customer for the first time at Marc of Knoxville. The car was done the next day and William took care of me in a satisfactory way. But we’re not done yet, I was literally a mile down the road when I noticed the engine light on. I called but it was end of the day so I left a message. William called me back. He said he would send a tech to my home the next morning to check the codes. It was old codes that just needed to be cleared. Bottom line they do good work but lost the art of good customer service, asking the customer if they are happy was not part of the service dept. dialogue with customers. It was an app. William H. was the first person there that asked why I was not happy and he listened and fixed the situation. His actions renewed my interest in staying with Mercedes. I know he learned his collision dept. needs to improve but I’m certain he will make the right changes. William H. showed me he has the leadership skills to make Merc of Knoxville best in class as long as his management supports him. Kudos to William and thank you for the great service. More

Outstanding service! My wife and I and our two children were on our way back from Sevierville to Louisiana early this morning and had a coolant light come on in our car saying it was a tad low. So we pulle were on our way back from Sevierville to Louisiana early this morning and had a coolant light come on in our car saying it was a tad low. So we pulled into this dealership, had an awesome gentleman take our car to top off the coolant and returned back in less than 7 (I repeat), 7 minutes. We got back in the car, warning light NEVER came back on and drove 600 miles home. Safe! This place was incredibly smooth and managed very well. I just wish I could have caught the gentleman’s name that worked in valet. He was so professional and kind. This dealership ROCKS!!!!!!! More

Terrible experience at this service dept. They are rude and didn't provide any quality customer service. I would rather go to any other dealer or mechanic. When I reached out to service manager and general and didn't provide any quality customer service. I would rather go to any other dealer or mechanic. When I reached out to service manager and general manager to tell them about my experience, they both ignored the email. More

I don't recommend for service!! Take your car to an independent Benz mechanic!! I inherited an old vehicle that had been sitting around. I took it to them early, for my appointment, and they didn't ge independent Benz mechanic!! I inherited an old vehicle that had been sitting around. I took it to them early, for my appointment, and they didn't get to it as scheduled. Didn't answer, and didn't immediately return my call after I called to see what the hold up was. When I got the inspection checklist, it said everything was good but it wasn't, so they clearly just filled it out without inspecting the car. At pick up, they said they only work on newer Mercedes and that one of the parts I knew I needed, was no longer available. Waste of time and money to be lied to on a checklist and find out what I already knew. I'll never go back there again, nor shop there. Two stars because I had been to their repair and body shop (the collision center is a separate part of the property) years ago, and they work on all makes and models and they did a decent job on a honda for me. More

Purchased new 2021 GLB at 200 miles I got 4matic inop message call service on the 22nd said they're unable to see me on the 22nd 23rd or 24th very disappointed after purchase service the fact that the c message call service on the 22nd said they're unable to see me on the 22nd 23rd or 24th very disappointed after purchase service the fact that the car has 200 mi with this problem More