Mercedes-Benz of Reno - Service Center

Prior to my service appointment on November 6, 2023 I did not have a very high regard for service at your facility. The service advisors I talked to on prior visits knew almost nothing about the Sprinter li not have a very high regard for service at your facility. The service advisors I talked to on prior visits knew almost nothing about the Sprinter line of vehicles and were unable to respond to my questions. The telephone service appointment I made for the Approved Emission Modification (via the Las Vegas phone center), became a "ignition modification" on the work order. How is it that the service writers are unaware that MB is modifying hundreds of vehicles? Then, on November 6th I met Phil Shreves. Phil is friendly and approachable, and he knows Sprinter vehicles. He answered all my questions, including some that had gone unanswered for four years! He gave me an accurate description of the service my vehicle needed, and an accurate estimate of the cost of that service. He was aware of the separate MB Sprinter service facilities, like the one in Salt Lake City. He is also the first person, anywhere, who was aware of the problems associated with corn oil in the diesel fuel in the Midwest! I've even talked to service writers for Mercedes Benz in Nebraska, Iowa and Illinois who were unaware of the problem and unable, or unwilling, to offer advice.. Phil is the real deal -- he knows the vehicles, and he shares his knowledge with his customers. We could not ask for more. He's the best! More

We have had our E350 for service in October but arrived with a flat tire due to hitting a pothole just before arriving at the dealership. That of course is not the concern for Mercedes. During the yearly with a flat tire due to hitting a pothole just before arriving at the dealership. That of course is not the concern for Mercedes. During the yearly service I was notified that 4 new tires were required, which I had expected and consented to. However, balancing the wheel that had the flat tire was not possible; apparently a slight dent in the rim had to be fixed by a third part. The dealership would arrange that. All technical work that was provided, service, installation of new tires, and fixing the rim by the third party was done very well. The problem was the interaction between service personnel and myself, not keeping me informed at all on the status of the repair. In addition, during the absence due to illness of my service contact, no clear communication was apparent between that contact and others in the service department supposedly dealing with her work. On two occasions I had to make an appearance at the dealer as my text messages and phone calls remained unanswered. During the visits I discovered other service personnel were not informed that new tires sitting at the shop had to be installed. Also not of the rim repair, resulting in my car sitting at the dealership waiting for the recovery of my service contact for weeks. Even, a brief discussion with the service manager still resulted in me having follow up as I still did not get a return phone call. I returned a polite note to a general message from Steve Terhaar, the GM, thanking me for the service, though the wrong car was quoted, that it would be simple to improve on the service experience, but I did not want to commit it on paper and suggested him to give me a call. But no follow up from his part occurred. To be honest, even with this request to respond to a survey, I really wonder if AutoNation really is committed to good service. I have my doubts. However, the solution is simple. Ensure that left messages get returned, even if perhaps channeling through a dispatcher if need be. Ensure that the client remains apprised of the status of the repair, even if they would simply say that the third party cannot commit to repair until day so-and-so/ At least the client is informed of the situation. We have purchased three cars from this dealership and have always had our maintenance work conducted by this dealership for over 10 years. I hope you will ensure that the standards maintained in the earlier years do not slip. Thank you, Bert J Huls More

Sean took care of my car faster than I expected. My experience at the dealership has always been good. My experience at the dealership has always been good. More

Thank you. It was nice working with Mercedes team and service team has been so helpful. It was nice working with Mercedes team and service team has been so helpful. More

Sean, Was very quick and efficient getting my service complete. Will definitely be back to this location. complete. Will definitely be back to this location. More

Scheduled a service appointment for Nov 27th for our 2010 Sprinter (limp mode so I can't drive it.) Last night, I received an email saying my appointment was cancelled with no explanation. I called MB of Ren Sprinter (limp mode so I can't drive it.) Last night, I received an email saying my appointment was cancelled with no explanation. I called MB of Reno and the person who answered said the service director had instructed that all sprinter service appointments be cancelled. No one called me back, so I called today. No explanation and now my appointment is Jan 2nd. Given the first appointment was cancelled without explanation, I hope they don't cancel my new appointment. They provide good service when you can get it. They just don't have enough service staff and it doesn't look like they will hire more. More

My recent service was good, the service writer William Goodpaster kept me informed. They got me in and out in a timely manner. Goodpaster kept me informed. They got me in and out in a timely manner. More

My recent service experience was a demonstration of disrespect and complete disregard to me as a long time and loyal customer of Mercedes. disrespect and complete disregard to me as a long time and loyal customer of Mercedes. More

Dealership is very busy, no room for parking. Service consultant, William Goodpasture, very helpful and informative. Appreciative his good updates. Service consultant, William Goodpasture, very helpful and informative. Appreciative his good updates. More

Great service and customer care for me and my SUV. I appreciate the service managers I appreciate the service managers More