Mercedes-Benz of Paramus - Service Center

Disorganized & long wait times. At the time of booking my appointment for my first service, I was told there was a new system, where I would be in and out in around an hour. I was as At the time of booking my appointment for my first service, I was told there was a new system, where I would be in and out in around an hour. I was asked if I needed a loaner car, but as I was told the turnaround was going to be so quick, I declined and said I was more than happy to wait in the waiting room I was given the appointment of time of 9.30am, I finally left the dealership at 2pm. Had I known it was going to be take that long, then I would have either taken a loaner car, or asked someone for a ride. I duly arrived at 9.30am, only to sit in a long line of cars. I was finally checked in around 10.10am. The checking in process was chaotic too, there was no system, just those that got out of their cars first and made it over to one of the very few members of staff there were helping customers. There was absolutely nobody sitting at the service reception desk. I was surrounded by unhappy customers the entire time I was in the waiting room, or standing outside, endless complaints about how bad the customer service is. The mood was not good, people were waiting for hours. When I finally left my service advisor wished me a good day, made sure my vehicle was being brought up for me, but never once did he say sorry to have kept you waiting for so long?! More

Delays, Delays, Delays Coming and Going I had a 9:30 am appointment for a recall service. When I arrived, there were 6 or 7 people ahead of me in a line standing at the service desk. I stood I had a 9:30 am appointment for a recall service. When I arrived, there were 6 or 7 people ahead of me in a line standing at the service desk. I stood and waited 25 minutes to see a service writer, only after I complained to a woman who seemed to be in charge. The service writer was very accommodating and arranged for my car to be ready the same day. I returned at 5:00 pm to pick up my car. After waiting at the desk for a while with no instruction from anyone in the service department as to where I was to go, I was finally told to see the cashier. Even though the recall was covered and there was no charge, I had to wait in the cashier line. She gave me the service sheet and requested my car to be brought around. Again I waited, but no one brought my car. Finally someone called again to request that my car be brought around. All in all the customer service leaves a lot to be desired. They do not have enough service writers and the people who work there are not particularly courteous to the customers. Most likely I will not purchase a car from this dealership again even though I had the best salesman. More

It was the worst car dealership service dept experience of m I had a scheduled appointment to do my first express service. Car was purchased in Feb 2018. When I arrived for my appt there was no one there to gre I had a scheduled appointment to do my first express service. Car was purchased in Feb 2018. When I arrived for my appt there was no one there to great me. There were employees hanging around having coffee but they weren't check k in so apparently they don't have to say or do anything. When the check in person arrived I advised him why I was there and also mentioned that I had gotten a recall notice and that the rear windshield wiper wasn't working correctly. He said they would take a look when they were doing the express service. I then asked how long it would take and was assured 2 hours max. About an HR later I received a call from service agent. I missed call but thereafter tried to return the call. Left a few messages but could not reach him. I decided to returning to the dealership since the 2hr mark was approaching . When I got to the dealership I learned that they had not starting working on the car because they wanted to let me know .. hence the phone call that the motor for the rear wiper was defective and they needed to order a new one. It was however covered under warranty. I couldn't understand why the wiper issue in any way should have impacted them starting and completing the express service in a timely fashion. Ultimately they offered to get it done in 40 min which I agreed to further wait for. When the car came out it had staining across the front bumper and hood from supposedly the tire grease they applied. Very careless of the was crew. An employee had to spend almost 15 min to rub off staining. I took car. Later that evening I noticed that they never dealt with the recall issue which was a piece of plastic covering seat belt piece. I didn't bother calling to let them know because it was so frustrating dealing with them. What I can conclude is that there is a lack of communication among workers and lack of common Sense when troubleshoot issues and horrendous customer service. More

Dreadfu They forgot they had my car Received no calls I had to call them 4x to get my car back In one call back svc gent was completely unprepared which wa They forgot they had my car Received no calls I had to call them 4x to get my car back In one call back svc gent was completely unprepared which wated my time More

Rich Lombardi & Dan Murphy Fixed my issuse I did have an issue where this dealer did not get back to me on service issue with my car. I appreciate the open and honest communication when Rich ca I did have an issue where this dealer did not get back to me on service issue with my car. I appreciate the open and honest communication when Rich called me and stated that they did drop the ball but since that call Rich and team have stayed in constant communication and resolved the problem. I really like that no excuses were made , just an honest " we fumbled" and now we will make it right. More dealerships should take this approach!! More

I need to find a new dealer Since the new ownership the service is harebell. I had my car in for service and on my way home the check engine light came on and now to get that cor Since the new ownership the service is harebell. I had my car in for service and on my way home the check engine light came on and now to get that corrected I need to reschedule a new service call and to get a loner now i need to wait 2week but in the mine time i have to go on a 2,000 mile road trip. I will find a new dealership that knows how to treat there customers. More