Mercedes-Benz of Pleasanton

Once a great dealership that honored their commitments and now has lost touch with many loyal clients. If you buy a car there DO NOT PREPAY FOR MAINTENANCE SERVICE PACKAGE because if you are like me, t and now has lost touch with many loyal clients. If you buy a car there DO NOT PREPAY FOR MAINTENANCE SERVICE PACKAGE because if you are like me, they won't honor their commitment and it will end up costing you more money. I have purchased three cars from this dealer and used them almost exclusively to service my vehicles (one vehicle we purchased was a Volvo so we did not bring it in but the other two Mercedes were exclusively serviced there). Julia and Lance were always great and even though I could get my car serviced at other locations for less money, I always felt very loyal to this dealership based on their service. When I purchased my last vehicle the finance manager talked me into prepaying for the first three services. It was discounted and by paying the first three upfront there was a savings. Covid happened, work from home and turns out my third service (B) didn't turn on until this month. I set the appointment over the phone right away and confirmed that my third service would be free since I prepaid it when I purchased the vehicle. After getting put on hold I was notified that it would not be honored because it expired. I asked why because I haven't even put 30,000 miles on my car with covid and work from home and have never been late to bring my car in for service. They indicated it expires after three years. If you don't use all three prepaid services in three years then you don't get to use them. In my case it was about 4 years based on not driving much in those four years. I asked about an extension for Covid and they indicated it was 90 day extension. What if I drove less than 8,000 miles a year and the light never notified me to come in, received no call or mailer? They indicate we recommend bringing it in every year regardless. Well that sucks, wish somebody would have notified me. I was given a corporate number they gathered the info from my looked up my mileage confirmed it hadn't missed a normal mileage service appointment but because I fell outside the 90 day allowance they gave for covid, they couldn't honor my prepaid service. Interesting, because covid lasted much longer than the 90 day allowance given and I just received my notification to bring the car in for service. I called Pleasanton Mercedes after asked to cancel my service appointment and asked the GM to please call me. I have not received a call. I emailed corporate again letting them know I would share my experiences with the office of the President and on social media and she indicated that is fine, these all get directed my to me, I am the office of the President. Ironically, in the past two weeks I've received email offers to trade in our vehicles and purchase new vehicles and today I even received a coupon for B Service- all from Mercedes of Pleasanton. Very frustrating a company would essentially tell a loyal customer to go leave and never come back by their actions. Sadly, this experience has left me with such a bad taste in my mouth, I will never do business with Mercedes of Pleasanton or Mercedes again. If they cant honor a prepaid maintenance package their very own finance team sold me on, that's just completely unethical and I'll take my business elsewhere. Very disappointing! More

Great dealership. Very easy to work with to get a deal. Sales rep are very respectful. Very easy to work with to get a deal. Sales rep are very respectful. More

I had an issue with this dealer and want to give them a shout out for resolving my issue and doing it in a great way. Thanks much to Lance and the Service team!! shout out for resolving my issue and doing it in a great way. Thanks much to Lance and the Service team!! More

Went with my wife to look for a new SUV. Met John Modica he explained the difference between the models was very friendly. Very helpful.. He was extremely low pressure found this something Met John Modica he explained the difference between the models was very friendly. Very helpful.. He was extremely low pressure found this something that fit our budget perfectly. Thank you so much. More

We found a GLA250 in the right interior and exterior . The dealership was both helpful and were able to put a great deal together. They then went out of their way to make sure the car was perfect includin The dealership was both helpful and were able to put a great deal together. They then went out of their way to make sure the car was perfect including adding a full tank of gas. More

Mostafa was awesome. His professionalism, attention to detail, wonderful personality and complete transparency sold me. He seems to work 24/7 and is always available. H His professionalism, attention to detail, wonderful personality and complete transparency sold me. He seems to work 24/7 and is always available. He is the best auto dealer I have ever worked with in my 55 years of buying cars. Thank you to your dealership for having such a high quality person to serve customers! More

Friendly Staff. Clean facility and lots of inventory to choose. Fast and easy clear financing options Clean facility and lots of inventory to choose. Fast and easy clear financing options More

They are big liars bad experience false advertising wanted to charge $75000 mark up which was not reflected on the ads they are really trying to get people to call wanted to charge $75000 mark up which was not reflected on the ads they are really trying to get people to call More

This is specifically about David Lin in finance his cheap salesman tactics. He actually threw my license across the desk and it landed on the floor!! Mercedes needs to reassess how they do business. Dav salesman tactics. He actually threw my license across the desk and it landed on the floor!! Mercedes needs to reassess how they do business. David Lin in the finance department is very condescending once you decide not to buy his warranties. He takes it personally and then gets very rude and condescending. I did not want to purchase an extended warranty nor GAP. Followed by comments like "I guess you don't believe in insurance", "You will lose so much money without this insurance" "What if I gave it to you at any price, still don't want it?" All that is ok, we are used to cheap salesman tactics. Even though it's a new era where sales have progress to honesty and integrity. These tactics are what you would expect at a corner used sales car lot. All that aside 2 major issues really stood out. David Lin proceeds by stating my wife and I don't live at the same address!? Really, have some self dignity! Then David Lin tosses my driver's license back at me where it slides and hits the floor! After handing David my license how dare he throws it back. I understand he may be hungry for his commission but not every car sales end with buying add ons. More