Mercedes-Benz of Chantilly

Service was a disaster Took my Mercedes in for service and they are normally very good and pay attention to detail but this time was a disaster. The service person offered t Took my Mercedes in for service and they are normally very good and pay attention to detail but this time was a disaster. The service person offered to detail the car but my car had car seats in it but she stated that would be ok they would remove them and put them back. When I picked up the car everything from the car was stuffed into the trunk with nothing back in its original position. Also the carpets were wet under the mats so I had to come home replace all the equipment and take the mats out to allow the car to dry out. Learned my lesson here do not take them up on the upsale of service stuff at intake as all they are all money making and you have to do most of the work. This is not the dealership that I have used for many years. Really disappointed in this one. Not sure whether I will go back or not; have used them for a long time but they seem to be losing their edge. Wasted time and money on this one! More

great service -Quick Efficient Profesional Bought 2 vehicles that day the other dealer ship held me hostage for 6 hours with me doing all yhe computer entering myself not so with these guys to Bought 2 vehicles that day the other dealer ship held me hostage for 6 hours with me doing all yhe computer entering myself not so with these guys top notch treated me like I was the most important customer they had in and out in 2 hours FANTASTIC More

Misrepresentation Purchased a vehicle that was sold as recently serviced. After getting the vehicle home I noticed an oil leak. I reached out to the sales representativ Purchased a vehicle that was sold as recently serviced. After getting the vehicle home I noticed an oil leak. I reached out to the sales representative and tag & title POC regarding misrepresentation of the vehicle. I didn’t receive a response from either. Very disappointed with the lack of response, misrepresentation of the state of the vehicle, and poor customer service. I don’t recommend this dealership. More

The worst Mercedes dealership experience First and foremost, I rarely if ever write reviews but due to my experience at Mercedes of Chantilly, I needed to speak out and let the public know an First and foremost, I rarely if ever write reviews but due to my experience at Mercedes of Chantilly, I needed to speak out and let the public know and understand what transpired and at the end of my review I will let you determine so that you can come to your own conclusions. Approximately 30 days ago I purchased a CPO GLE 350 with 20K miles with an additional 4-year warranty that we purchased (practically brand new) from Mercedes of Chantilly for my wife, salesperson named "Norris" assisted us in the purchase process. Initial contact through the test drive, negotiation he seemed professional and courteous. We went through the normal back and forth negotiations and finally was assisted by Matt, Norris's sales manager after some additional negotiations we closed the deal. During our test drive we noticed the front plastic frame around the navigation was "SUN FADED and damaged" we mentioned it to Norris and he said it was missed as part or the CPO detailing process and that they will replace it. So as part of the "WE OWE" they would replace the plastic frame, detail the car which was not done when we purchased the car due to time and lastly order the DMV new tags. Norris told us quote" come by Tuesday to get the car detailed and order the plastic frame part" and to come see him. I called Norris on Monday the day prior and left a Message that my wife will be stopping by the dealership as specified by Norris" No return phone call, wife visited the dealer as agreed and Norris was not working that day (the day he asked us to come in). My wife went to the service department and told them about the part and detailing service and they had no "record' of either from Norris or anyone. So, my wife spoke to one of the service managers were the service managers discussing this matter) and they told her they will order the part. I called Norris the very next day (straight into VM and told him what happened, called the very next day again straight to VM again, several days go by no return call. This time I call Matt he's sales manager straight to VM (of course) left 2 VM no callback. After my 5th attempt with both Norris and Matt Norris calls back and says the parts are ordered and detailing will be done when the tags arrive. Fast forward 27 days from the date of purchase, we get a call that the tags arrived (30 days that the tags arrived) we visit the service dept. and proceed to tell one of the advisers we are here for Tags, part and detail. Surprise! Surprise! they have no record of any part being ordered or detailing for our vehicle but they did have the Tags which took 30 days. Norris was at the dealership and put on the tags when I asked about the parts, he said please wait and he proceeded to speak with the service adviser and of course no record and parts not ordered and no detailing. Now, my patient metered has almost expired at this point. When I confronted Norris, he proceeded to say, we were supposed to call him first well sir I did 6 times with no return phone calls and 2 calls to your Sales manager with no return calls. Make a long story short parts were ordered again and of course they will call us again when the parts arrive, Mr. Norris just disappeared as he didn't want to deal with the true aspect of customer service which is to see the problem to a resolution not walk away, well at that point I was done with Mr. Norris anyway. I just want to note that this is the 8th Mercedes that I am purchasing (2 from NYC, 5 from MB Tysons and the first one with MB Chantilly). So I have a good idea of what to expect when purchasing a Mercedes and what is expected. This message is to the GM Burt and the Owner of MB Chantilly Mr. Penske, your employees represent your company and every word and action that they say and do reflects on MB Chantilly. All my years of purchasing MB and the unprecedented exceptional service by MB elsewhere is why consumers like us buy MB. This by far has been the worst experience at a MB dealership, it is absolutely a poor representation of MB and I will make sure that MB North America hears what I have to say. Gentlemen good news travels slow but bad news travels fast in this day and age of the internet. If truth is absolute, with my personality I detailed and recorded every event as it unfolded and if anyone of your employees disputes the review, please contact me for full detail of the records and events. Lastly, I would like to conclude this by saying that even several of the service, help who were super nice actually told me that there are so many customer complaints at MB Chantilly they are planning to quit and go elsewhere. As a prior business owner, I hope that the GM and owner understand what's happening at the dealership, I will not recommend this dealership to anyone. More

Poor Business Ethics Just an awful experience. They sold me a car that should be in a junkyard. I drove it approximately 125 miles and the transmission fell apart while Just an awful experience. They sold me a car that should be in a junkyard. I drove it approximately 125 miles and the transmission fell apart while a technician with Mercedes Benz Richmond was driving it. More

Just Awful I purchased a used car from Mercedes Benz Chantilly in March 2019 thinking I made a good decision with a dealer I could trust. I drove it home to Ri I purchased a used car from Mercedes Benz Chantilly in March 2019 thinking I made a good decision with a dealer I could trust. I drove it home to Richmond and then to shop for maintenance. A technician from Mercedes Benz Richmond was driving it when the transmission gave out. I have already spent $5700 on repairs which I was okay with and now it needs a $6600 transmission. It was proposed that I could put the amount I paid for the car toward another car but that is not acceptable. More

You may get white floor mats over your black carpet We just did a long distance purchase of a luxurious premium certified pre-owned 2017 E300 with macchiato color carpet and interior. Our car was deliv We just did a long distance purchase of a luxurious premium certified pre-owned 2017 E300 with macchiato color carpet and interior. Our car was delivered 2 days ago. They discarded the old matching color floor mats and replaced them with new ones. However, they put black mats over the off white carpet and they look terrible. Last night we contacted our salesman, and made the reasonable request for the floor mats to match the carpet. His answer was “Unfortunately, we are not able to exchange the floor mats for a pre-owned car.” Imagine how petty! We certainly would never transact again with this dealer, nor recommend them to anyone. There are many other good dealers of luxury cars to do business with than bothering with this one. Buyer beware, you may get white mats over your black carpet. And hey, that is ok with the salesman because unless you buy a new car, sorry, we can’t help you. More

Awesome Out-of-State Experience! Taking advantage of the Mercedes May CPO Event, I searched several vehicles at various Mercedes dealership locations across the country. One of the ve Taking advantage of the Mercedes May CPO Event, I searched several vehicles at various Mercedes dealership locations across the country. One of the vehicles I was interested in was at the Mercedes Benz of Chantilly in VA. After inquiring about the vehicle via the website, I was contacted by Mariela. Alhough I had not made a decision yet, Mariela stayed in contact with me and offered lots of information and advantages of chosing her vehicle and dealership. I finally decided to select her vehicle and she engaged with me through every step of the process through closing on the vehicle. When I flew down to take possession of the vehicle, Mariela was so kind enough to pick me up from the airport, as I was coming from Michigan. Talk about personal touch! All in all, the vehicle I select was perfect and so was Mariela! She made sure everything was taken care of and was genuinely interested in my satisfaction! My experience with Mercedes Benz of Chantilly was top-notch! Thank you, Mariela! More

Parts department sold me wrong fluid I provided Sergio at the parts department counter the VIN number for my 2013 vehicle. He was too lazy to type in the VIN number to look it up. I neede I provided Sergio at the parts department counter the VIN number for my 2013 vehicle. He was too lazy to type in the VIN number to look it up. I needed power steering fluid and he sold me the wrong one. More

A Great Dealership! You'll See! Cannot say enough about the good experience with MB of Chantilly. Our liaise with Freddie Hamad started with a text message and ended with a positive Cannot say enough about the good experience with MB of Chantilly. Our liaise with Freddie Hamad started with a text message and ended with a positive sales experience and driving a luxury AMG coupe! The experience was pleasant with low pressure. Freddie took the time to showcase a few vehicles of interest in the expansive MB lineup before helping me settle on a Coupe that filled the checkmarks in every bucket! Mr. Addy added to the experience with masterful support that is expected from a high-end dealership. Without question, this dealership deserves consideration if you are in the market for a quality auto from a quality salesforce! More