Mercedes-Benz of Midlothian

I dropped my car off for a Thursday appointment Wednesday evening- was not called to say that it was ready- dropped by dealership Monday where they told me it was ready and they had called but I had no recor evening- was not called to say that it was ready- dropped by dealership Monday where they told me it was ready and they had called but I had no record of call. Asked why my app said my car still needed service - went out to car engine light and service a needed light still on. Loaner car that was given to me smelled of smoke, had a quarter tank of gas in it and was dirty on the inside . When I picked up my car it obviously had not been serviced nor had they charged the battery.. Just a combination of all of these subpar customer service mishaps has left me questioning why I purchased a vehicle through this dealership. More

Phenomenal customer service! ! I arrived unannounced on Monday morning due to my vehicle stating I had 2 starts remaining before it would not start again. Even with 50 appointment ! I arrived unannounced on Monday morning due to my vehicle stating I had 2 starts remaining before it would not start again. Even with 50 appointments on the day, Nicole was able to get my vehicle looked at and a system update completed that was causing the issue. This was all completed within 45 minutes and I had arrived at 8AM. I could not have asked for a better experience and I'm very appreciative of Nicole and her team for getting this resolved so quickly. More

Fantastic experience with Service and all of the staff were helpful and friendly. Thank you! were helpful and friendly. Thank you! More

Great experience as always! Communication was excellent and service was done in a timely manner. Communication was excellent and service was done in a timely manner. More

i had a good experience the staff was very nice and helpful. the service was fast and complete helpful. the service was fast and complete More

The new car buying experience went well due to the salesman and dealership working to facilitate a positive outcome. New gle350,performs beautifully. salesman and dealership working to facilitate a positive outcome. New gle350,performs beautifully. More

Cheyne was very professional explained everything and had my service done in a timely manner, my service done in a timely manner, More

Great service. Fender repair perfect! My favorite dealership. But I think it’s ridiculous to require a min of 15 words! Fender repair perfect! My favorite dealership. But I think it’s ridiculous to require a min of 15 words! More

Got the job done. Didn't use my warranty which would've saved me a few bucks but I think it must've been a forgotten step. But still good service. Accommodating and sa Didn't use my warranty which would've saved me a few bucks but I think it must've been a forgotten step. But still good service. Accommodating and saved funds by not doing work that wouldn't solve an issue. More

Nicole Cutler provided phenomenal, professional customer assistance! As an African American female senior citizen, I appreciate her attention to detail and her sensitivity and respect for my service needs. assistance! As an African American female senior citizen, I appreciate her attention to detail and her sensitivity and respect for my service needs. She worked diligently to assure I remained a satisfied customer. Ms. Cutler should be used as a model trainer for other service advisor employees to emulate. Additional Comments: 1) The lack of readily available customer access to printed warranty information is inexcusable--in my case new tire and wheel replacement warranties were only available via advisor "word of mouth" that the information is stored in MB's computer system. What happens if tech systems are hacked or experience long-term disablement? I am "Old School" and need to read and possess this information for my personal records. 2) Part of the "Mercedes Benz Automobile Care Experience" revolves around customers feeling special. This dealership should seek to improve the ambiance of its customer service waiting areas, particularly the second floor computer usage area which looks somewhat "worn" and dusty. Also, the "munchies" were no longer available after about 4:00 p.m. 3) The limited number (and wait time required) for use of loaner cars was an inconvenience. I look forward to your future improvements. Be blessed! More