Mercedes-Benz of West Chester - Service Center

If I could give zero stars I would. Long post so bear with me. I have a 2013 GL450 with 165k in miles. My daughter’s 2nd year of college, I said she can take it to campus(Work, drive Long post so bear with me. I have a 2013 GL450 with 165k in miles. My daughter’s 2nd year of college, I said she can take it to campus(Work, drive home etc). In August of this year I took it to West Chester(I bought the car from) Benz and told them as much. Get oil change and give it a full inspection. They come back and say it need Axle boots, mount and balance new tires before winter, alignment, transfer leaking and slight oil leak. That’s it. I asked will she be good until Thanksgiving. Yes. We had a wedding to go to this past weekend so I had a couple places in mind to reach out to for the work but called WC Benz and asked if I drop it off by Wednesday night would it be ready by Saturday when we return from Texas. Matt the service “SALES” guy said do you need a loaner. I said No. I explained the situation and he said yes it will be done by Saturday. Just an FYI this was going to be about 5-6K worth of work but I was ok using the dealer because of our timeline. Daughter had to drive back to college 3 hours away. I get a call Friday and Matt says I also need a new oil cap that is causing the leak. $240. 🤷🏻‍♂️ I agreed and asked if it would still be ready by Friday. Matt say NO! It’s 3 days of work so it will be ready by Monday. So why did you say it would be done by Saturday if it wouldn’t be. I had other options to get work done but unfortunately I called WC Benz first. So it’s Monday. I text Matt at 12:07, 12:45 and 1:49. I also called service each of those times and it would ring so long it took me back to main menu. Nobody ever answered the phone! I ended up going to the website and texting through there. 😃. Seriously!! Somebody texted me back apologizing and said someone would get back to me ASAP. Well 20 mins later Matt calls explaining what has been done with the car so far and it won’t be ready until tomorrow Tuesday. Supposed to be done by Saturday. He also said it needs rear breaks at $1400 and there is roughly 1000 miles left until it’s unsafe. 😳. Plus an engine mount is loose. I am not kidding. So in 5 weeks after a full expection they inform me of these other 2 issues. Oh it get better, I asked to speak with a manager at 2:15pm. I was told 3 times over the next 4 hours I would get a call. Never happened. I’m not sure if this dealership was sold to somebody else but whoever is in charge could care less about your experience as a customer. I am not one to complain and I was fully prepared to bite the bullet for the repairs because it’s been a great vehicle and outside of wear and tear I haven’t had any major issues with it. IMHO these are the type of folks that prey on senior citizens and people like me who were in a time crunch. They promise you one thing then take advantage of you, knowing your situation. It’s a xxxxty feeling especially since you are buying a high end vehicle. You’d expect basic customer service but in the end they could care less about you or your experience. Still haven’t heard from a manager. I will update when someone takes 5-10 minutes out of their day to listen. I won’t hold my breath though. More

Horrible people, Very dishonest. Will never deal with them again, additionally going to sell this S560 piece of junk. Will never deal with them again, additionally going to sell this S560 piece of junk. More

Made appointment parts ordered. Brought car in, wrong parts ordered. Picked car up. Waited until parts in. Brought car back. Wrong parts installed. Now calls not returned. VERY POOR Brought car in, wrong parts ordered. Picked car up. Waited until parts in. Brought car back. Wrong parts installed. Now calls not returned. VERY POOR DEALERSHIP. More

Was expecting much more from this dealership. Asked to have a Sprinter serviced and was told to drop it off and that they would try to fit it in their schedule. Had heard absolutely nothing for 4 Asked to have a Sprinter serviced and was told to drop it off and that they would try to fit it in their schedule. Had heard absolutely nothing for 4 weeks. Had to call and check in to find out that the vehicle that we use for our business daily, had been sitting untouched the entire time. After calling multiple times until they were bothered enough, we finally were able to get them to begin to work on our vehicle. Disappointing. Was promised that the vehicle would be back by 6/30 but was not actually ready until 7/25. More

My recent experience with this dealership was less than ideal. I received a Stop Drive Order recall on my car last week. Technician came to my house Friday to perform the inspection, which unfortunately fa ideal. I received a Stop Drive Order recall on my car last week. Technician came to my house Friday to perform the inspection, which unfortunately failed. I scheduled a loaner pickup, from this dealership, for Monday 7/11. After arriving at the Enterprise counter in the service department I was asked for my “slip” from service. Explained that I didn’t have one, it was a recall, … told to go to service advisor. Service advisor, Will, tells me they don’t have my loaner and I have to go to the Enterprise in West Chester? What??? I’m driven to Enterprise in West Chester who tells me they don’t have my loaner either, it’s at the dealership! Gentlemen even calls the Enterprise counter at the dealership for me, who says yes, they have my reservation! WTH???!!! Back to the dealership. This is now more than an hour of my work day to finally get a car. Very disorganized, frustrating and annoying. More

Overall I have not been very happy with my 2 previous service visits at Mercedes Benz of West Chester. In my last service visit, I brought the car in because of an engine check light coming up. The service visits at Mercedes Benz of West Chester. In my last service visit, I brought the car in because of an engine check light coming up. The car had been serviced less than 2 months ago and had not been run much before the check engine light came up on my first long distance trip since the service. No precursory enquiry as to when it came up was ever asked until I voluntarily explained it to the technician. Also, I had to call up twice to know when my car would be ready for pick up despite being told it would be finished by afternoon. This has happened twice to me with the same service advisor; they did not even bother to inform me that the car would not be ready over the weekend when I had brought it for regular service in April. The service advisor also did not initially go through the invoice details as to how much is being charged for the actual part and labor with me. It was only mentioned that the thermostat has an issue and I need to pay X amount. No other explanation on what the issue was provided until I asked. My previous experience has also been similarly very bad. I had mentioned that the fuel cap lid needed to be changed and they initially forgot about it when I inquired before picking it up they asked for more time to fix it. I tried to give a second chance. Henceforth I am not bringing my car for service at Mercedes Benz of West Chester. More