Mercedes-Benz of Reno - Service Center

My sales experience with this dealer was very pleasant and smooth, however there was a disconnect in my experience with the service department. Overall, it’s now leveled out to just being a disappoint and smooth, however there was a disconnect in my experience with the service department. Overall, it’s now leveled out to just being a disappointment in the physical setup of the department. My experience at Lexus of Reno offered a higher sense of luxury for not being nearly as high of a luxury brand as Mercedes Benz. No one greets you at the drop off area outside. No one greets you inside. You just awkwardly wait around for a service manager to notice you and offer assistance (which they are always courteous and pleasant). The waiting area is also disappointing, given my other experience elsewhere, especially when dealing with the brand expectations of Mercedes Benz. Recently, I found out the “hard way” that their courtesy vehicle fleet is greatly reduced and it would have been nice to know that when I made my service appointment, so I could make proper arrangements, instead of feeling suddenly stranded. As a busy, working professional, it can be quite inconvenient to be without a car all day. In the end, it seems like some training to better connect the sales and service transitions, plus addressing the customer experience overall in the service department, which is where a customer ends up spending most of their time after buying a car, would make this dealership shine. More

TerribleI brought my car in for regular service, I Terrible I brought my car in for regular service, I waited one month. I asked for a ride home, they acted like that was an imposition. One month l Terrible I brought my car in for regular service, I waited one month. I asked for a ride home, they acted like that was an imposition. One month later, my brakes haved leaked out and I'm on day two waiting for a call back. Service appointment for my brakes, one month out again.. More

I have had nothing but great experiences here. I've purchased two vehicles and had multiple service/maintenance appointments. I actually like coming here. Pre Covid, I would sometimes stop for coffee a purchased two vehicles and had multiple service/maintenance appointments. I actually like coming here. Pre Covid, I would sometimes stop for coffee and just to look around. More

lies, half truths and deception Bought a CPO C300... supposedly all updates performed, etc... well not so.... I discovered several systems that had never been updated and was advised Bought a CPO C300... supposedly all updates performed, etc... well not so.... I discovered several systems that had never been updated and was advised by concierge that update was needed to COMAND to get Mbrace to work... now these are features and options advertised and promised as working and available when I purchased the vehicle... I was charged for labor to update the systems that I had already paid for and were advertised as free for 3 years after purchase... technically true I guess... they didn't charge for the updates, just an astronomical sum for the hour or less of labor... and they had no idea how to update some systems nor what update I was told to get. Left meet right. I am DONE with this poor excuse for a dealership. More

Another bad service review This dealership was unprofessional, inept and extraordinarily rude. The staff does not communicate with one another and I was continually given differ This dealership was unprofessional, inept and extraordinarily rude. The staff does not communicate with one another and I was continually given different information every time I spoke to them. I have been a Mercedes customer for years (in California) and I have never been so mistreated in my life. I highly recommend that you review the multiple negative experiences here on Facebook, Yelp, and The Better Business Bureau (BBB). (Be sure to look at the hidden Yelp reviews too). I hope my review helps others. We were passing through Reno on a Saturday when we had issues with our 2015 Mercedes. We took our car to this dealership and were scheduled and confirmed for 7:45am diagnostics on Monday morning. Brandon called me at 8am Monday to tell me he was running the diagnostics and he would call me back shortly. By 12pm I had not heard from him, so I called back and Brandon rudely told us he had not looked at our car and he wasn't sure if he would even get to it that day. I explained to him that I just needed the diagnostics run (as promised) so I would have a better understanding of how long we might be stuck in Reno for. Brandon rudely repeated he wasn't sure when he could run the diagnostics. I then asked for a loaner vehicle, only to be passed around to three different people, then told Brandon would look for a loaner and call me back. He never called me back. After some time passed, I called the dealership again, explained my frustration that I was scheduled for a 7:45 am diagnostics and now was being told they don't know when they will look at my car. I again asked for a loaner, passed around again, then I asked for the service manager. The service manager, without any hesitation, said they had plenty of loaner vehicles. I made my way to the dealership, picked up my loaner and Brandon again told me he wasn't sure when they would even look at my car. I reminded him I was confirmed for a Monday morning diagnostics, I asked him to please just run the diagnostics so I could make arrangements with a hotel and my work regarding how long I would be stuck in Reno. I tried to explain to Brandon that I understood they would not be able to WORK on my car for repair that day, but I was promised the diagnostics would be run that morning. Brandon refused to confirm when the simple diagnostics would be performed. When I asked what time the dealership closed, Brandon told me to look it up on the website. My experience from there went even more downhill. I would get different statements regarding my car between three different people in the service department. I eventually had to tow it out of Mercedes of Reno. The tow truck driver called me to tell me that this was the most difficult and rude dealership he had ever worked with. They refused to provide one ounce of assistance. He even provided me with a written statement so that I could contact Mercedes North America corporation. Overall, my experience was the worst customer service experience of my life. I would like to again say be very cautious doing business here, look up their hidden reviews, look them up on the BBB (Better Business Bureau) and on Yelp. You will find many unhappy customers all with very similar experiences. It really says a lot when the majority of all the negative experiences are so similar. More

Worst service department Do not buy a new vehicle here !!! The service department will lie to you and is deceitful they are incapable of customer satisfaction they have had my Do not buy a new vehicle here !!! The service department will lie to you and is deceitful they are incapable of customer satisfaction they have had my car for 5 weeks now and still can not give me a day when it will be done all the time making excuses More

These guys are DISHONEST!!! Do yourself a favor dont buy a vehicle from them and certainly do not have them service your vehicle. The General Manager and Service Manager & several of the sales staff are buy a vehicle from them and certainly do not have them service your vehicle. The General Manager and Service Manager & several of the sales staff are about ripping off people and smiling in your face. I purchased a certified $72000.00 Mercedes from them in 2008 and is the biggest piece of garbage, I have ever owned. In the shop every 4-8 week for major repairs that cost between 1200-8000 dollars every time in there. Then they tell you 3-4 days for repair and takes 8. The last visit to them upon picking up the car, it would not even start after them so called fixing the issue it alledgedly had. One of Many!!! Then of course here comes the check engine light after driving it 2 blocks. I guarantee that they rig the cars to default so that they can scam on people in charging for more repairs. I do have to say that Frank Casey is the only employee they have who I believe is honest. That pig General Manager Eric Lackshin, with his cohert Kwanny Woo, is about as crooked as they come. I know that others have had similar experiences with this dealership. My family even knows a past service technician who worked for them and filled us in about how they do business. Believe me, it's not positive. Do yourself a favor, if your looking for a Mercedes, Used Car or need repairs, GO SOMEWHERE ELSE AND SAVE YOURSELF THE HORRIBLE EXPERIENCE OF DOING ANY BUSINESS WITH THEM. YOU WILL BE GLAD YOU DID!!!!!!!! More

Unscrupulous service department. The epitome of a dealer service shop in that they quote one price and then your stuck with a bill for something completely different. Yes they called me about the additional service shop in that they quote one price and then your stuck with a bill for something completely different. Yes they called me about the additional charges for wiper blades and air filters, but when I got the bill I found out that their $200 service did not cover the cost of oil, windshield washer fluid, and something called combination... Combination what!? What I got from Mercedes Benz of Reno was a clean car and a $60-100 service anywhere else for $600. I will never return and I will never buy another Mercedes because of my experience with this dealership. Stick with BMW or Audi if you want German luxury. More

Two different departments. Sales and Service. I will rate both. 1. SERVICE DEPT.. Absolutely incredible. Mind-blowing, even. The work they do is perfection. They have computers and equipment that rate both. 1. SERVICE DEPT.. Absolutely incredible. Mind-blowing, even. The work they do is perfection. They have computers and equipment that are state of the art. They are very professional. And get this. I left my lights on one night, and the battery went dead. I needed to find out my re-activation code for my stereo. I call them up, tell them my problem. They say please hold. 15 seconds later they come back, "I'm so sorry you had to wait, your reactivation code is 9457." And get this. I hadn't even bought the car from them. My car went in their computer after one service job and they can do that for me. Wow. When you get your car back it has been washed REALLY well. Better than the place I pay $21 a wash for. You pay a little more here, but you know you are getting excellence, peace of mind, and no xx. Best service dept. I've ever seen. 2. SALES DEPARTMENT. In this respect I'm a little disappointed. The salesmen have that typical look in the eye, judging you, trying to see if you're a sucker, ready to tell you xxxxxxxx to get a sale, you know what I'm talking about. They are trying to pretend they are a cut above other car salesmen, and they do a LITTLE bit better job of being classy. Not quite as bad as the used car dealer, but come on, this is Mercedes Benz. They are trying APPEAR to be classy, caring, professional, no hassle kind of people. But the only way to pull off that appearance is to GENUINELY be it, not just try to appear that way. I'd expect them to be at least as classy as the BMW dealer in town, but they aren't. But you can cut through the xx, haggle smart, and still buy a new car from them... if you're savvy. Anyway, the Service Department is world class. More