I would like to take this opportunity to provide a formal - dalmarnay
I would like to take this opportunity to provide a formal review of Mercedes-Benz of South Austin.
When this location originally opened, I was very pleased to have a service center conveniently located near my home, eliminating the need to travel north for routine maintenance or unexpected issues. The facility was modern, and the staff consistently demonstrated exceptional professionalism. Team members from all departments were attentive, courteous, and proactive. Customers were greeted warmly, advisors communicated clearly and respectfully, and there was a strong culture of collaboration and customer focus. My service advisor always addressed me by name, maintained ongoing communication, and thoroughly explained all technical recommendations from the mechanical team.
However, I have become increasingly concerned by the noticeable decline in customer service over the past several months.
During a recent visit, I waited in the main lobby for nearly three hours without receiving even a basic greeting from any staff member. Several employees appeared disengaged—focused on their phones, personal conversations, or refreshments—while customers were left unacknowledged.
I returned again two days ago and observed the same issue. The only individual who demonstrated professionalism was Mr. Ken Bennet, who courteously greeted each of the four waiting customers. Meanwhile, multiple department managers and senior leaders passed through the lobby for coffee or water without acknowledging any customers. This lack of engagement and respect is concerning, particularly within a brand that prides itself on delivering a luxury experience.
During my medical training, my surgical professor taught us an essential lesson: respect and empathy must be extended to those who depend on our services. This principle applies in all professional environments, including customer service. Unfortunately, the current environment at this location does not reflect these values.
Service advisors are often seated at their computers with little apparent coordination or awareness of vehicle progress in the workshop. Additionally, the discontinuation of courtesy vehicles and shuttle services for customers leaving their vehicles for extended periods further diminishes the overall service experience.
As a long-time customer, I no longer feel that the level of service aligns with the premium positioning of the Mercedes-Benz brand. High prices alone do not define a luxury experience—attentiveness, professionalism, and respect do. At times, it feels as though choosing a standard vehicle brand might result in a comparable or even superior customer experience, without the associated premium cost.
I sincerely hope that leadership will address these concerns and take meaningful steps to restore the level of service that once distinguished this location. Your customers should feel valued, supported, and welcome—qualities that historically strengthened the Mercedes-Benz reputation.
Respectfully,
Dr. Céspedes
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