Mercedes-Benz of Naperville - Service Center

After having only BMW's for the last couple years, I was worried about having a Mercedes and dealing with a new service department at a dealership we have never been too. During our first visit, the ass worried about having a Mercedes and dealing with a new service department at a dealership we have never been too. During our first visit, the assistant service manager Ed came up to us with a great attitude and helped us with every question / problem we had on our ML350 (which we didn't even buy here). He was extremely helpful and even pointed out some issues we weren't aware of...all covered under the MB warranty. Any reservations I had going there were turned around by Ed...my wife even had the same experience working with him. It was very refreshing. I took our car back in yesterday when the parts came in and he was again amazing to work with. He makes there service department just as good as what I had with BMW. If you are going here for the first time, I would ask to work with Ed and I you will be dissapointed. More

Negative service review for Mercedes-Benz of Naperville. Since I usually do not have the time to write feedback, I will normally just take my business elsewhere if I still have issues after repeated attempt Since I usually do not have the time to write feedback, I will normally just take my business elsewhere if I still have issues after repeated attempts to solve them. In this case, I must take the time to warn the community about the repeated poor performance from the privately owned Mercedes-Benz of Naperville dealership. To start with, I am a long-time Mercedes-Benz owner, even tempered, and always conduct myself in a professional manner since I deal in an industry which relies on integrity and client service. I am writing this review after dwelling on this issue for a couple of weeks in order to be as objective as possible. My problem initiated when our S55 required air conditioner service after failing a second year in a row on a 95+ degree day. Our car is black-on-black. Since we experienced an unexplained several day delay in having our car returned from service in April 09, my wife checked Yahoo to see if MB of Naperville had negative feedback. Upon reviewing the several negative feedbacks, but seeing many stemmed from one particularly disgruntled customer, I called MB of Naperville to hear their response. Late in the afternoon, I had a lengthy conversation with a service representative about the negative feedback which included reviewing our car history and personal information. Her response was conflicting and included: 1. I was not aware of any negative feedback 2. people with problems are louder than satisfied customers 3. we have no problems Since the weather was still 95+ degrees and the MB of St. Charles could not take the car for three days, I reluctantly made a 7:15 am appointment for the next morning. My wife was at MB of Naperville at 7:15 am for her appointment and was asked by a service rep to sit in the waiting room while another customer was being helped. Forty five minutes later and after no attention she went and stood by our car in the service area. After another 5 minutes and still no assistance she had to leave so she wouldn’t be further delayed for work. Our experience with the service reps at MB of Naperville is that they are very good at not making eye contact, not being proactive, and avoiding contact. After hearing of this incident from my wife I called MB of Naperville. I was connected to the same service rep I made the appointment with and she unapologetically told me that she couldn’t send a porter out to pick–up the car even though it was their fault. I explained that our car was black-on-black and that my wife is in business clothes which would make it very uncomfortable to return to the dealership during the mid-day heat. I also recalled our conversation from the previous afternoon. The service rep said she speaks to a lot of people every day and could to recall the conversation. Overnight, how does one not recall such a conversation when the topic of the conversation occurs the next morning? Service is extremely friendly until there is a problem, then the mood turns defensive and vague answers are provided. Some often used comments include: I don’t know, we haven’t experienced that … before, they (service manager) are currently on the phone or with other customers, we are short handed today…… There also has been a pattern of strong-arming to provide favorable service survey results. As of now we are very happy to be working with another MB dealer, an hour drive away, since they deliver the high standards of service and care one would expect from a Mercedes-Benz dealership. More