Mercedes-Benz of Paramus - Service Center

Satisfied I brought my car for service and was given a rental. I was trying to understand why I would be getting a 40,000 mile service on a car with 25,000 whic I brought my car for service and was given a rental. I was trying to understand why I would be getting a 40,000 mile service on a car with 25,000 which I still do not understand. My service representative told me he would call in the morning to tell me weather or not I would pick up my car that day or wait until after the weekend. When I called him because I was on a time schedule he called back later sounding annoyed that I called. More

New Tire Friendly and fast service. Mike was excellent and made the visit a pleasure. Much better than other dealers in the area. He expedited the repair and i Friendly and fast service. Mike was excellent and made the visit a pleasure. Much better than other dealers in the area. He expedited the repair and it was completed quickly. More

service Came to dealership because I had suffered a flat tire. I was seen promptly and very well treated by Dan Murphy a service rep.Amazingly it was reported Came to dealership because I had suffered a flat tire. I was seen promptly and very well treated by Dan Murphy a service rep.Amazingly it was reported that they did not have a replacement tire in stock and that they had sent for one at another dealership.Murphy estimated the process would take about 90 minutes until completion. As he stated the tire was replaced within that time period. He was pleasant and . efficient. I do find it odd that a powerful dealership did not have a replacement tire , of standard size ,on hand. More

Service B1 completed in 4 hours. Took 3 weeks to get 20,000 or 2 year service date. I was assured it would be completed in 4 hours on the phone with the woman who answered phone. When Took 3 weeks to get 20,000 or 2 year service date. I was assured it would be completed in 4 hours on the phone with the woman who answered phone. When I arrived at dealership 8:15 AM, my service “advisor” told me I’d be lucky if it was done by the next day! Told him I needed car by 3PM latest. Leaving for vacation. Wanted to know the name of the person who I spoke to who set appointment up 3 weeks ago!?! It turned out it was completed in 4 hours after I had to argue with him. Aggravation I did not need yesterday. More

Not a good experience Arrived at 8am on Monday. Had 17 people in line for service...and the service employees were basically just giving people numbers and asking them to w Arrived at 8am on Monday. Had 17 people in line for service...and the service employees were basically just giving people numbers and asking them to wait. It was NOT well run. After doing intake with my service rep, I sat there for 2 hours with no info on my status. Had to chase down my service rep and find out what was going on. The list of repairs they gave me was extensive...that's fine. They of course had no loaner car for me (which they seem to NEVER have and told me I should rent a car...which was a big factor in my decision to leave). After discussion, I decided to take it to my local place for a second opinion. They provided me a few options (none of which Mercedes offered) and was hundreds cheaper. I expect to pay more at a dealership...but with that...I expect the service to be FAR superior. This was not. Upon asking for my car so I could head to a different service center...I had to wait 30 minutes just for them to bring it around. It was basically an awful time-wasting experience and I will never go back...nor would I buy my next Mercedes from them. More

A true nightmare going here for service Where should I begin? My amg has been getting serviced here for the entirety of it's life and my experiences with the service department have been sev Where should I begin? My amg has been getting serviced here for the entirety of it's life and my experiences with the service department have been severely deteriorating over time. I don't normally post reviews because I don't like to publicly bash companies, especially being in the professional service industry myself, but the lack of assistance or resolution and utter disrespect for a customers time lead me to wanting others to know the reality of what goes on here when you bring your car in. I had an issue with my car leaking coolant and a significant power loss which narrowed down to the turbo, towards the end of May 2018. There were past recalls on both issues that I bought to the dealership's attention. I attempted to get an appointment to have this looked into but was told no appointments with a loaner were available at least until July, and a drop off appointment would be roughly the same time frame. It seemed that since I mentioned recall and not having to pay, they tried to turn me away. Ironically, someone hit the car while parked so the body work bought me time. When the car was nearing completion, I thought i'd call again and get my 60k service scheduled in and hoped that maybe me paying for service might compel them to give me something sooner. Same deal, 6 week wait. I was told that if I choose the dropoff, I can always call ahead or bring the car in early when they open and they might be able to squeeze me in. I took this option. I called multiple times a week asking if they were able to take in my car as I didn't want to keep driving it and end up blowing the turbo. They said the whole dept is understaffed with techs leaving at 2:30 or 3:30pm. I can understand being understaffed, but technicians leaving mid day when there are appointment options until 5pm, just doesn't add up. Despite my understanding, there has got to be some alternate resolution when there are high risk circumstances on the table or they are unable to keep up with certain demands on themselves. I literally offered to sit and wait all day if I had to or see if they can get me a loaner, but again no avail. I got frustrated trying to call and often not even getting someone on the line but during one conversation I was told if I don't like waiting on hold or having to call so many times, why don't I just bring the car in and drop it off if it's such a serious matter? Well it is my daily car and would essentially make my job based on travel very difficult. I left work early to drive from NYC to see if I can drop off the car and wait it out. Needless to say, I was standing at the service reception desk for about 40 minutes among other irate customers each time before someone had asked me if I had been helped. The minute I said no, I was asked if I'd like to schedule an appointment because they can't take walk-ins or drop offs. I attempted this for a whole week before no longer wasting my time and potentially blowing up the turbo each time I drove. During the week of my appointment, I decided one last time to call and follow up with a drop by. I was told over the phone no availability but when I came in, I was told your appointment is only two days away, see if you can drop it off tomorrow early morning and they'll see what they can do for me. I dropped off the car next day thinking I'll hear back the same day at least. That day and the next day (the day of my actual appointment) completely pass by and I don't hear back so I called. I get told that sorry due to being understaffed, my car still hasn't been touched. I was in complete shock, considering I bought in my car a whole day early, so if it didn't get worked on that day, shouldn't it have gotten worked on the day it was in for a scheduled service appointment? Do appointments made not get serviced? Especially an appointment for 7am? I tell them I have been renting a car to work so it's really inconvenient and costly that i'm going on a third day now without anyone even diagnosing my car. Left work early the next day since I still hadn't heard back to figure out what's going on. I was lucky enough to meet with a different service advisor who was actually very helpful and honest in telling me he didn't know how to explain the current situation with the car in technical terms and he'd let me speak with the tech directly and even took me into the shop. Ultimately, all the issues I had already bought to light were confirmed. The leak in the particular coolant hose which was smoking, the turbo being 60 times out of normal operating parameters, and the vacuum hose being frayed by the engine cover. At this point I'm told the turbo is so badly out of spec it should be replaced asap and me driving it for so long made things much more worse. Also, due to the car being overdue for service, showing potential neglect, there isn't any way they'd be willing to help in replacing the turbo. With full disregard to the recall for the turbocharger and the coolant hose basically saying once it's closed, it's fixed for life with no potential to reoccur. Being that my car is out of warranty, I will get slapped with the bill even though I have been trying to get the car serviced for months and going out of my way to attempt getting it repaired before it worsened. I tell them to write up the estimate and I'll just be forced to see what my insurance can do to assist since the dealer or Mercedes just doesn't want to help. I asked to have the estimate sent to me in email so I can forward it to Geico promptly and maybe even have a potential resolution as far as repairs go before I pick it up and might need to bring it back if approved. I came in the next day, a whole 4 days later and the car still wasn't completed and had to wait. None of the repairs were done as I asked to hold off but I still got slapped with the diagnostic fee of $400. I questioned as to why I still had to pay because all they did was write on paper that the coolant hose is leaking, the vaccum hose is cut, and the turbocharger needs replacement, ALL OF WHICH I WALKED IN THERE KNOWING AND STATED TO THE ADVISOR. "it's for the technicians time" I was told. I can understand paying the technician but the reality is that there isn't much to diagnose when I list out all of the issues and all of the issues are completely visible to a naked eye or by turning the car on. The technician actually stated he knew the turbo was gone from the second he first stepped on the gas while bringing the car into the bay before he even got to open the hood. Yeah, that's what I paid $400 for. I cannot blame the technician, Dan as he was excellent and probably the most helpful after Dave D. who wasn't even the one writing up my service visit. Before I left, I realized I didn't ever receive the quote for the repairs so more time I had to wait. I receive the quote by the advisor Scott and there was a quote for tires added on, which I was already aware I should replace, but also no cost of labor associated on the whole quote either. I asked if he could omit that or write up a new quote with labor included but was told it's just not possible. It didn't seem like an absurd ask to create a new quote which I can just send directly to Geico without them having to question things further. This sums up my nightmare of a visit. My visits before this entailed being told there were no issues with my car's transmission or any other issues to be found, yet the car would violently jerk between gears. Even with a few videos shown to the manager, they told me it's odd that I feel it and them keeping the car for days, no issues were identified. I had to forcibly get a shop foreman to come with me in the car and demonstrate the issue to which his exact words in 20 seconds of merging on route 4 were "Oh xxxx that's not supposed to happen." All of a sudden, they found the issue and replaced the necessary components. Needless to say, this service department is a complete slap in the face to the name Mercedes-Benz. No one that cares about or respects their customers works here. As much as I love the car and despite having to deal with all the unnecessary and repeat repairs, I regret every ounce of time and every cent that MB of Paramus Service received of mine. I will gladly be moving my relationship with MB to another dealer for any future repairs, if I end up even keeping the car. More