Mercedes-Benz of Reno - Service Center

Mediocre rating primarily reflects the fact that they do not seem to respond to phone messages. I left several, then called main number, explained my concern, was promised that somebody would call back, did not seem to respond to phone messages. I left several, then called main number, explained my concern, was promised that somebody would call back, did not happen. Repeated this, again no call back. So in the end I drove to dealer. Car was taken in, I would be called back within 48 hours with update....nothing. Left several voice mails, again had to drive in to be told what was going on. Very frustrating. meanwhile, the service and repair were well executed and my service representative could not have been nicer. So mixed experience this time around. More

Will Goodpasture did an excellent job for me. He knows MB's which was a surprise for me. Everything happened as he said it would. Nice work! Best Pete He knows MB's which was a surprise for me. Everything happened as he said it would. Nice work! Best Pete More

Complained about loss of power in Sprinter 2019 and getting kicked off cruise control for days at a time over a three year period. Claimed they checked all they could but would have to have a code, et getting kicked off cruise control for days at a time over a three year period. Claimed they checked all they could but would have to have a code, etc. Understood. In Canada two weeks ago, same problem but the engine light came up. Got to Bellingham, WA - problem was a power buster for the turbo that was literally hanging for few screw threads - I have video of how loose it was. They said I would not have been able to get back to Reno with this condition. I was disappointed Reno was unable to come across a loose part attached to the unit that delivers power, but I was not angry and no one is perfect. The problem came when I stopped by to let a service writer know about the problem yesterday. He was immediately defensive, pulled up my record but did not review notes about may concerns or what was done and immediately claimed the Bellingham service at had an unfair advantage. I agreed the lack of a code was an issue but since the problem was a loose part in the engine power system I would have expected that to have been found especially after two times in for service on this issue. This was not a minor problem as on several occasions we lost power on a 70/65 MPH road with the vehicle unable to go faster than 30 MPH on a minor incline. I was polite but the service writer was adamant I had no issue with Reno, was glade the problem was resolved and have a good day. In my opinion, snarky to say the least. I actually thought the service department would be interested in how this problem was resolved and incorporate my issue in their discussions with tech, etc. I am sure the service department has meetings about issues, problems and unique problems - I think a part in the power system being loose was something unusual and they would want to know about. I was wrong. I asked for nothing nor an apology as no one is perfect. Very bitter taste, but unfortunately, I will still need to have the Sprinter serviced at Reno but was not impressed with the lack of a professional response to my effort to take time and let them know what happened. More

The most professional bunch of guys I've ever worked with Especially Will My service advisor! Especially Will My service advisor! More

Well, I had a less than favorable experience at your shop 4 years ago with my old Sprinter, but thought I’d give you another shot. After dropping off my new Sprinter a couple of weeks ago, I didn’t hear a si 4 years ago with my old Sprinter, but thought I’d give you another shot. After dropping off my new Sprinter a couple of weeks ago, I didn’t hear a single thing for 12 days. When I reached out for an update, the response was: “no updates yet”. At that point I cancelled my service request and came and picked up my van. For comparison, I also have an Audi and took it to the shop recently. They had it for a week and called or texted at least twice a day with updates. So, I guess if I had a choice between only using your shop again, or selling the Sprinter, I’d choose the latter. More

The staff wasn't as professional as they have been in the past. Everyone there was new. One person whose desk was seated closest to the customer service entry door didn't greet anyone, and about 5 minutes past. Everyone there was new. One person whose desk was seated closest to the customer service entry door didn't greet anyone, and about 5 minutes after I arrived, she blurted out that she was in training. Perhaps her computer training could've been in an office or another location away from the main customer entrance. I've been servicing my car at this dealership since 2016, and I've never seen the refreshment area so bare. There were no more than 10 soft drinks, all diet (my preference), and a couple of cases of Costco bottled water stacked on the bottom of the beverage refrigerator. Also, there were only two granola bars in the snack area. I'm not suggesting that this was an issue, but rather not what I've seen in the past. My service technician was great, but none of the other technicians uttered one word to me. Again, not an issue, but not what I've experienced in the past. This is the first time I've ever been at this dealership where I didn't feel like I was a MERCEDES BENZ owner. This visit was no different than my visits to the Chevy dealership where I service my Silverado. More

The sole reason I will not buy another Mercedes ever: this dealership. They are the only Mercedes dealership within 100+ miles, and it shows. They don't care. Availability to get a service appointment - this dealership. They are the only Mercedes dealership within 100+ miles, and it shows. They don't care. Availability to get a service appointment - several weeks out; Availability to get a loner car: close to 0. So you should plan to be out of a car. If you live 50 miles away, too bad. Bonus feature: When I got my car back, they had cracked the windshield and blamed the heat. They said the damage was visible on a picture when I dropped it off. When I asked for the picture, they sent me one showing no damage. When I asked them about it, they changed their story to "the picture does not do it justice". In short - they just don't care, because they don't have to. They have a captive customer base and will milk them to the maximum extent possible. I will drive 100+ miles going forward to avoid them, and my next car will not be a Mercedes - solely because of this dealership. More

Phil Shreves was great getting me in for service and explaining and guiding me about what was needing to be done as well as cost estimates. He was good about communicating with me about the progress of explaining and guiding me about what was needing to be done as well as cost estimates. He was good about communicating with me about the progress of the work and I like the ability to text as well as call him on a cellphone. More

I received a text confirming my appointment and I responded days in advance that I would arrived at the scheduled date/time. However, upon my arrival, there was no appointment listed for me in the " responded days in advance that I would arrived at the scheduled date/time. However, upon my arrival, there was no appointment listed for me in the "system." I showed Delaney the text and my response confirming that I'd arrive as scheduled. Delaney plugged me into the schedule and had my E Class ready for me, even washed, in three hours. Thats good service!!! More