Mercedes-Benz of West Chester - Service Center

Mercedes of West Chester Service Mercedes of WC has the best service department hands down. Whenever I’ve had a complex problem, their service department has never been dismissive, an Mercedes of WC has the best service department hands down. Whenever I’ve had a complex problem, their service department has never been dismissive, and always works hard to detect and rectify the issue. I can’t tecall the shop stewarts name, but he is really squared away. Whether it’s a service writer or a technician, these guys are top notch and professional. More

state inspection, type "A" service, brakes Craig explained type "A" service and he gave me an estimate of the cost for all the work needed. The work was completed when promised. Craig explained type "A" service and he gave me an estimate of the cost for all the work needed. The work was completed when promised. More

all went smoothly the appointment time was honored, the estimated service time was correct and, while the service person that I made the appointment with was not availa the appointment time was honored, the estimated service time was correct and, while the service person that I made the appointment with was not available, another service person didn't hesitate to reach out and help- great cooperation amidst the workers, truly appreciated. and as a bonus the waiting area is quite nice! More

Bad Communication I scheduled my service appointment on-line but wanted to have valet service but you could not select that on the website. Not that big of a deal so I I scheduled my service appointment on-line but wanted to have valet service but you could not select that on the website. Not that big of a deal so I called to schedule the appt. However, I don't understand why there is a separate phone number for service because it just goes to the receptionist at the dealership anyway. There were a few times when I had to call that took a while for her to answer. So I got through to Chris in service who seemed to be very helpful & patient while setting up my appt. It was set up for 9:30 AM and I received an email confirming the date & time that we discussed later that same day. But then the next day, I received an email confirming my appt was for 8:00am so I had to call the service dept to make sure it was not changed & that the email could be ignored. Day of service comes-9:30 went by, 9:45 now and I haven't heard from anyone. So I call the service dept to find out if someone was on the way. A woman in service puts me on hold for 5 minutes to check & I start to wonder if she forgot about me. She finally comes back on to tell me that someone is on the way and that they left a while ago. That was not very comforting to know that they left "a while ago". It is now 10 AM and I get a call from the security guard in my office that a man from Mercedes is here for me. In the past when I have had valet service, the driver will call me directly so that I can tell them what side to park on and then I just go right outside. The driver then asked me for my driver's license and credit card info which I had already given to the man from Enterprise that had called me the day before so that it would be a smoother process. The driver then said to me that he was not made aware that my info was already on file which puts him in an awful spot since he is required to get this info from the customers before he can let them take the loaner. He also said that this happens all the time where Enterprise is getting the info but then not relaying it to the proper people that need to be made aware. I also don't like the fact that the dealership needs a credit card from me for a loaner due to me getting service to my car. Luckily, he believed that I already provided my info to Enterprise so we swapped cars. Now my car has been at the dealership since around 10:30 but I did not get a call from Matt in service until 3:45pm. He told me that they had to keep my car overnight to do an update to the Apple software. That was ok but I felt that he didn't really take the time to explain why. So now it is Friday, they had my car overnight & it was 11am and I hadn't heard from anyone yet so I was getting a little concerned. I was not sure if someone would be available for the valet service & if I was going to have to go pick up my car. That would not have been a terrible thing but I just wanted to know so I called service & left a message for Matt at around 11:15. It was now 12:15pm & I still had not heard back so I called again & spoke to I think an Andrea that said she would let him know that I called. He called back within 2 minutes but said they were still doing the service on the car now. I had assumed that the service was already done the day before. I guess all they did on day 1 was the software upgrade but no one made me aware. I then got a call from Matt around 2:30pm that my car was done & someone would be able to bring it to me soon. I didn't get my car back until 4pm but it was before I needed to leave for the day so it was fine. To wrap up, I just felt that the communication was very poor between why the driver was late picking up my car, what was really being done with my car each day, and when it was going to be returned. I also left out that I had confirmed the appt via a text that was sent to me but then the next day still got a phone call asking me to call back to confirm my appt. This whole process was very frustrating & stressful. I don't think I will use this dealership for service anymore and I may consider not getting another Mercedes. The loaner was not very comparable to my current car. It was about 3 steps of a downgrade. Very disappointed in that too. More

quick repairs After my smart car broke down totally (with my very pregnant daughter-in-law in tow) Mercedes figured out my problem. A starter needed to be replaced. After my smart car broke down totally (with my very pregnant daughter-in-law in tow) Mercedes figured out my problem. A starter needed to be replaced. But my problems began the month before with a horrid screech that no one could find. It turned out to be the right rear wheel cylinder that would make noise ONLY first thing in the morning. After Mercedes had the car a day or two...they got my noise. In spades! The parts came in the morning and that afternoon I had my car back. No noise and it starts again!! Easy-Peasy. More

Great service I appreciate the timely updates and responses to my questions by Craig Muehlbach. He is friendly, professional, thorough and great with follow up. I I appreciate the timely updates and responses to my questions by Craig Muehlbach. He is friendly, professional, thorough and great with follow up. I highly recommend the service department at West Chester Mercedes Benz. More

Quick efficient service Had ABS and ESP alert on vehicle, needed vehicle for upcoming trip and this dealership went out of their way to ensure the vehicle was repaired in amp Had ABS and ESP alert on vehicle, needed vehicle for upcoming trip and this dealership went out of their way to ensure the vehicle was repaired in ample time. They had the problem resolved in one day. More

Excellent Service Professional and courteous service with this dealership. My experience has been extremely positive. Waiting for my car is pleasant with the amenitie Professional and courteous service with this dealership. My experience has been extremely positive. Waiting for my car is pleasant with the amenities in the lounge. More

Leaking sunroof issue I took my car there for a leak in the sunroof that I noticed that water leaks in my car after rains, about 2 weeks after I purchased it, in June 2018. I took my car there for a leak in the sunroof that I noticed that water leaks in my car after rains, about 2 weeks after I purchased it, in June 2018. I went to West Chester for service and after a few days, they said that they replaced a part and my vehicle was fixed.. Two weeks after I got my vehicle back.. I noticed, the water leak persisted.. I returned to the West Chester service center a second time, they had my vehicle for almost 2 weeks, this time, they said they found no leaks and that my car had residual water from the previous leak left over..but no leaks. Two to three weeks later, it rains and afterwards, water is pouring into my car from the sunroof of a 2017 mercedes..🤔. Mind you, it is now August and I just got the car in June. At this point I haven't even had the chance to enjoy this car yet. This last time my car was there almost two months. A week or so passed and the service rep called n left me a message to call him. I was out of the country and I returned his call a about a week or so later and texted him to no avail...After a couple more weeks go by and I did not hear back, I called to ask about my car and left a message for the service rep and was told he was on vacation. so later the same day, I called and spoke to the service manager who informed me that they were waiting for a part for my car that had to be sent from Germany! I was never told about this..at any rate, my car was ready a week later. When I picked my car up and drove it home for the first time, there was a noticable difference in how my car drove as I gradually went up to 80 mph, my car began to make a weird loud noise and also the temperature gauge went up significantly..I texted the service rep when I got home (which was yesterday) and I am awaiting his call.. not sure if the leak has actually been fixed..it hasn't rained yet. Although my service rep was friendly and always professional when speaking to me, overall I am very disappointed with the quality of service i received on my vehicle and how I had to constantly return in order for my car to be evaluated properly to fins the actual issue to even began working on it.. and very upset with their lack of effort in finding the problem and never washing my car each time it was there (except for the last time) and especially upset with how my vehicle is performing after I left there on Monday night! I need to speak with someone who will actually rectify this situation for me..I truly had a disappointing experience.. More

Excellent timely service With all mar car needs I always go to Craig Muelbach. I have full confidence that i will be receiving all the necessary attention and excellent servic With all mar car needs I always go to Craig Muelbach. I have full confidence that i will be receiving all the necessary attention and excellent service. Thank you guys! More