Mercedes-Benz of Laguna Niguel - Service Center

Got prompt, comprehensive, understandable and credible report on the issues I asked to be checked. Clear options were offered for my choice on what to do. report on the issues I asked to be checked. Clear options were offered for my choice on what to do. More

I always take my Mercedes to Mercedes-Benz of Laguna Niguel for servicing. The staff there are friendly, courteous and highly professional. I might add that I have closer choices, but my experience at t Niguel for servicing. The staff there are friendly, courteous and highly professional. I might add that I have closer choices, but my experience at those places left me w/ the impression that they were 'doing me a favor' not the other way around. Over the years, Mercedes-Benz of Laguna Niguel employees: Scott Parry, Bob Bos and Matt Novik have never disappointed me. I highly recommend this dealership for all of your Mercedes' needs! More

I have a very low opinion of Mercedes Benz of Laguna Niguel--the service department in particular. I bought a 2012 E350 convertible from this dealership Feb. 2012. The car developed a rumble. I took it Niguel--the service department in particular. I bought a 2012 E350 convertible from this dealership Feb. 2012. The car developed a rumble. I took it in for service. They balanced the front wheels. I took the car back for the same problem. They kept the car for about a week. This time they replaced the front right tire. Again, I had to take the car back for the same problem. This time, the kept it for 4 weeks. The solution, they balanced the front wheels. However, the rumble was gone. In total, the had the car for 6 weeks and the service was balancing the front wheels. I decided to drive the car to work for a while. I drove it 4 days, about 150 miles total. On the fourth day, as I was driving north on Pacific Coast highway, the car began to rumble. I thought the rumble was back. But it got increasingly worse so I slowed the car and stopped along the curb. As it turned out, all five lug nuts were missing from the left rear wheel and the car was resting directly on that wheel. There was minimal physical damage to the vehicle. With the exception of cosmetic wheel repair in 2012, all other service to this car was done exclusively through Mercedes Benz of Laguna Niguel. I'll let you draw your own conclusion. I discussing the matter with the dealership's general manager, he stated that the damage was not consistent with my scenario and that he did not believe that the wheel came off the car. I've had a number of other issues with this dealership, but none so serious. I will not say that they forgot to tighten the lug nuts. Like I said before, I'll let you draw your own conclusion. More

I brought my newly bought used car in for regular service in November. It is used by my daughter in No. Calif. I had it checked out before purchase by a reputable foreign car mechanic who said it was in good in November. It is used by my daughter in No. Calif. I had it checked out before purchase by a reputable foreign car mechanic who said it was in good condition. I wanted to establish a relationship with a MBZ dealer for regular service so I brought it to the Laguna Niguel dealer. After it was checked out, the service rep called me and listed $3500 worth of repair that needed to be done. After each item, I asked if it was a safety issue. He said yes, except for the wipers. I had the work done, as I was concerned about my daughter's safety and she had to return to No Calif the next day. When I showed my husband the invoice, he said I had been taken. They also repaired the wipers when the tech said they wouldn't. Three days after service, the battery died. I sent a letter to the service manager. He did not respond. I emailed the letter to him. He did not respond. I emailed it again and copied the manager. The service manager said he'd take a look at it and get back to me. He never did. MBZ headquarters called me because I took a post-repair survey. I told them the story. They called the service manager to make sure he called me. He never did. I emailed the manager once again to complain about the lack of response. He never responded. Take your business elsewhere! More

REDEFINING “SERVICE” By Marie May ser•vice: REDEFINING “SERVICE” By Marie May ser•vice: Installation, maintenance, or repairs provided or guaranteed by a dealer or manufacturer. The de REDEFINING “SERVICE” By Marie May ser•vice: Installation, maintenance, or repairs provided or guaranteed by a dealer or manufacturer. The definition above is the one that most people – myself included-- use when they think of the word “service”, especially as it relates to their beloved automobile. Unfortunately, that does not extend to the ownership and management of Mercedes Benz of Laguna Niguel. I purchased an S500 from Mercedes Benz of Laguna Niguel in 2006, and have faithfully utilized their service department for all of our scheduled, and non-scheduled, maintenance needs. Recently the “SRS” light on my S500 was on, and I dutifully took my car in to have the problem fixed at Mercedes Benz of Laguna Niguel. The next day I was told the problem was solved, however as I drove off the lot the light came back on and they asked me to again leave the car in their service bay. Imagine my surprise and horror when, two days later, I received a call from the dealership explaining that my S500 had fallen off the service hydraulic lift (an 8-foot drop), and my car was totaled. Employees at Mercedes Benz Laguna Niguel confirmed that when my car fell, the impact shook the ground so much it was felt in the showroom. Although this accident happened on Wednesday, I was not notified until Thursday, after the dealership contacted their insurance company and accident investigators. When I returned to Mercedes Benz of Laguna Niguel, the car was indeed a total loss. Something went very wrong in that service bay – details that I still have not received -- and through no involvement or fault of ours, our family was now without a car that we truly enjoyed. I have accepted my insurance companies total loss settlement. What I haven’t accepted, and thought the citizens of Laguna Niguel and the surrounding communities might find interesting, is that the dealership continues to refuse to explain why the car was on the lift in the first place, what happened to cause it to fall off the lift, and why our family was not notified sooner. In addition, they failed to meet our expectations regarding a fair-value replacement and were profoundly lacking in customer care. I was a Mercedes Benz owner for 12 years and always had service performed at Mercedes dealerships. I purchased the S500 at Mercedes Benz Laguna Niguel, paid for it in full and had every service performed at that dealership. After this experience, I an now the proud owner of a 750li BMW, and wanted to alert other customers in Laguna Beach about what might happen if they take their beloved automobile in for “service” at Mercedes Benz of Laguna Niguel. More

Although the dealership offers free car wash, the customer service guy at the car wash is extremely rude. I just went for my car wash on 11/1/08 around 11am. According to my previous experience, the customer service guy at the car wash is extremely rude. I just went for my car wash on 11/1/08 around 11am. According to my previous experience, the wait time is usually between 60 to 80 minutes. So this time, i have my husband pick me up after i dropped off my ML350 for car wash. Just as I was trying to get in my husband's car, the customer service guy ran up to me and started "yelling" at me: "Ma'am! ma'am! You cannot leave your car here because we cannot babysit your car!!!" I then said, I will only be away for 15 mins, I will be back before the car wash is done. He then raised his voice even more and yelled at me that "You do not understand! You cannot leave your car here. It doesn't matter how long! If you insist on leaving, you will lose your privilege for car wash!" So, I stayed at the dealership, and waited until my car is done. I am still shocked about this guy's attitude. I have no problem with following the policy of waiting at the dealership during car wash. But I do have a huge issues with the car wash guy's attitude. What kind of customer service is that???? How on earth can you "YELL" at your customer? I will never go back to this dealership and will not continue my regular car maintenance at the dealership. More