Mercedes-Benz of Northlake

First time customer I visited the Mercedes-Benz Northlake for the first time today with the anticipation of purchasing a vehicle. When I walked into the dealership I was I visited the Mercedes-Benz Northlake for the first time today with the anticipation of purchasing a vehicle. When I walked into the dealership I was greeted by the assistant who mentioned that all of the sale representatives were busy helping other customers. I told her I didn't have a problem waiting in the lobby. Meanwhile, another couple walked into the dealership shortly after me. After waiting in the lobby for a few minutes, I asked the assistant if it be ok if I walked around the lot to look at the vehicles. She said I could and would direct the sales representative to come outside to meet me. She also provided me with an overview of where to find the new and pre-owned inventory. I spent about 8-minutes walking around the lot when I noticed the couple that came into dealership after me being helped by a sales representative. As I proceeded back into the dealership I was then greeted by another employee who mentioned that a sales representative was on his way to meet me. I then mentioned that I was a bit taken back to see the couple who entered the dealership after me receive immediate service. He said, "I apologize for that, but we have been slammed all day. I guess people are coming out to shop for cars given the nice weather". So I told him that I would wait another minute or so. He then walked back into the dealership and I waited for another minute and then spoke to the assistance. I told her that I wasn't waiting any longer because I had been there for nearly 10-minutes. Not to mention the couple that came into the dealership after me received immediate service. She said, "I completely understand. However, the sales representative that is helping that couple was instructed to come to see you. He decided to assist the couple instead. I mentioned this to my General Manger so he is also aware. I apologize that this happened to you, but we do have someone who is available to help you". I told her, " I appreciate you being candid with me and all of your help. I came into this dealership today with the anticipation of purchasing a vehicle. However, my customer service experience doesn't meet my expectation and for that reason I've decided to leave. Again, thank you for all your help". I am sharing my experience and hope that it brings awareness to the sales team at the Mercedes-Benz Northlake to treat all customers fairly. I've also contacted Hendrick corporate and have issued a complaint. More

Great service from DeMarco Great service from the Sales Rep DeMarco. DeMarco goes out of his way to get the job done. I had an issue with service Department and Demarco went out Great service from the Sales Rep DeMarco. DeMarco goes out of his way to get the job done. I had an issue with service Department and Demarco went out of his way to make sure whatever needed to be done got done. Will definitely do business with DeMarco and Mercedes of Northlake. More

The people are friendly but They CUT CORNERS Mercedes Benz of North Lake sold me a 2014 S550 Certified Preowned with wrapped rotors. Now After That got fixed the car was still shaky, and not smoo Mercedes Benz of North Lake sold me a 2014 S550 Certified Preowned with wrapped rotors. Now After That got fixed the car was still shaky, and not smooth. I kept wondering what it was, turned out the wheels were messed up and they have been repaired before. I had to spend $3,000 to get this taken care of, its a shame, you would expect Mercedes to not cut corners. Before buying a car make sure you look at the paint on the bumpers, My car had over spray, very bad quality paint repairs. I took it back to the dealership multiple times and each time it would be messed up. Lets see if they finally fix it this time. Before buying a car from them make sure you inspect it yourself, no matter what they say or stand by, they are not honest when it comes to the certification process, and If you want evidence I can gladly provide.My sales advisor was great, so was the service advisor, it is the people who certified the car who are the real corner cutters and I fell victim. However in all honesty, they are friendly and do help you out with loaner cars. But since this is purely business, they cut corners when they are certifying a car. More

Poor Customer Service Gave all of my persona information for credit on 7/11/16- Congratulations on your new car!! (various people). After 6+ hours of waiting to get to fina Gave all of my persona information for credit on 7/11/16- Congratulations on your new car!! (various people). After 6+ hours of waiting to get to finance to sign the papers. I advised that I could not wait any longer. I was assured that upon my arrival for a presched time that it would only take a few minutes. Someone that I never dealt with rudely came and asked me for all the info that I had given already. I advised that I was only here to sign paperwork. He look dumb founded and wanted to know who I had been working with Salesperson Kelly and Sales Manager Mat Brown. He spoke with them and had no paperwork. I advised that I did not have time to keep coming back and to please return my current Mercedes back to me. Matt came to me as I was leaving the lot and apologized that someone dropped the ball and they should not have. I was assured that he would work on the numbers and finish the deal and call me when he had done. After a week, I called him to follow up and received not callback. I tried several calls, a vmail and a followup email on whether or not he was working on it still. In the meantime, the new car was added to my insurance and my current car removed and all of Mercedes was calling me, emailing and mailing me correspondence. As of last week 7/28/16- no one had contacted me. Today, I received a certificate of vehicle delivery dated 8/1/16. All of this, and no car purchase and I have to call and disenroll myself in all of the Mercedes perks! Never received such poor customer service More

Awful customer service from parts department I have taken the time to read some of the reviews posted here, and for those that are pleased with this dealership's service, that's wonderful and I h I have taken the time to read some of the reviews posted here, and for those that are pleased with this dealership's service, that's wonderful and I hope you enjoy these lovely vehicles. I however do not share your experiences. As a small business owner, I came to Hendrick Mercedes to invest in my first MB, the sales associate that attended to me seemed uninterested in selling me a car, perhaps I did not fit the profile for owning a MB. I left there feeling annoyed, I eventually purchased my car from an independent dealer, and have had to go to the MB parts desk for service. I literally hate dealing with those associates, and in the future will drive the distance to the other dealer in Pineville. My money is as good as any, this experience is enough for me to not buy a MB there in the future. More

Customer service???? Unfortunately this was not the experience one expects when paying 6 figures to a business owner. The sales team should be reminded that Mercedes marke Unfortunately this was not the experience one expects when paying 6 figures to a business owner. The sales team should be reminded that Mercedes markets to individuals who expect service parallel with the price point of their vehicles. While viewing a vehicle I heard a salesman voice his opinion to a customer saying " what do you expect it's a used vehicle", I looked over to see the USED vehicle was $64K. After the finance adviser wouldn't take no for Hendrick's Protection Plan, I walked out. I received 14 phone calls from the dealership, but as a business owner, I can't support those practices. More

Severe lack of industry knowledge. Management does not greet you, in fact they disappear during closing discussion. Rep knew nothing about the 2016 on site inventory. Corporate should s Management does not greet you, in fact they disappear during closing discussion. Rep knew nothing about the 2016 on site inventory. Corporate should shop the store. More

Amazing customer service We had an incident at the dealership where an employee moving cars backed into my wife's car in the parking lot. Instead of just offering to repair th We had an incident at the dealership where an employee moving cars backed into my wife's car in the parking lot. Instead of just offering to repair the car, which would have been expected since it was their fault, they offered to sell us a newer model of our car for the same exact loan terms that we currently have. This is going above and beyond what could ever be expected. I'm sure they are still making money on the deal but for us it's win win since we get a newer model for the same cost as the one we had and didn't have to wait for anything to be fixed. They took very good care of us. This is how customer service should be for every company. This dealership is leading the way. More

Great service Rachel was AMAZING and DeMarco was Great it was our first Mercedes and everyone made us feel like the family from the timers tropes thru the door I th Rachel was AMAZING and DeMarco was Great it was our first Mercedes and everyone made us feel like the family from the timers tropes thru the door I the customer started immediately and it's really hard to find customer service THANK YOU ALL More

Excellent service experience I was very pleased with my overall experience at this dealership. A problem with my '12 ML350 took longer to sort out than initially expected; but wh I was very pleased with my overall experience at this dealership. A problem with my '12 ML350 took longer to sort out than initially expected; but when I received the bill, it was quite a bit less than originally quoted. A loaner was provided during the repair, and my car was nicely washed when it was ready for pick-up. I've always had great experiences with Hendrick Mercedes in Hickory (now closed). I don't mind driving to Charlotte for this high level of service! More