Mercedes-Benz of Chantilly

Quick, easy and supportive in the many questions I had through the entire car purchasing experience. through the entire car purchasing experience. More

Great experience Freddie was great to work with and Finance was friendly and thorough. 10/10 Finance was friendly and thorough. 10/10 More

I don’t know what is going on with the quality of service when you take your vehicle in for service but management needs to pay attention since MB is seen as premium. I waited one month to get my car in for when you take your vehicle in for service but management needs to pay attention since MB is seen as premium. I waited one month to get my car in for service (major delay when trying to start the car) and to get a loaner. It was a weekday so I had to go into the office. Normally, I would drop the car off and in 10-20 minutes, get a loaner and was out of there. My appointment was for 7:45AM , i got there 7:36AM. I was fairly surprised that a worker was out there greeting you and directing you to the person who will be helping you during your service. The POC (Christian) was on the phone so I had to wait for him to get off. I was then inconvenienced with other people needing him so I waited patiently. I finally got called in and explained my reason for bringing in the car. I got out my credit card and insurance card in preparation for the loaner as usual. Christian informed me that an employee from enterprise car rental will assist with a rental because they are out of MB loaner. Christian asked the person from Enterprise if they are ready with my rental, he answered yes, they are ready for me. I left and went outside with the young man thinking the car was outside of the MB shop. I was told that he has to take me on a 2 minutes ride to Enterprise. That was different and strange but I went along. Mind you, we are at 8:15AM. When we got to the 2 minutes drive, he told me to go in and “Melanie” is in there awaiting me and will get me taken care of. When I got into what was supposed to be enterprise, the only person I saw was on the phone. Wanted to ensure I was in the right place I asked if her name was “Melanie.” She answered yes. I took a seat and waited a good 5 minutes before she called me by another name. I informed her that my name is Sutherland and not whatever the name she called. She asked if the account is under my husband’s name, I told her no husband. She continued asking me about the incorrect name and I insisted that my name is J Sutherland. She said she had no account for Sutherland. Now I’m heated because I’m inconvenienced, my time is PROLONGED, trying to maintain civility. I asked her to confirm with the young man who dropped me off because he said they were ready with my rental. When she asked him if he had a Sutherland for rental he told her NO. I’m livid at this point. She called MB and claimed that they said they don’t have a rental approval for Sutherland. I called to speak with Christian and someone told me Christian is with another customer and that I’m good to go, don’t worry. They finally took me out a car. Wanted to leave because I am extremely late for work but not okay with the car choice they gave me. I asked if that’s their best, she said the Nissan Altima was comparable to my C-300 and that’s how they operate. It was news to me that when I decided to drive premium that it’s equivalent to a Nissan Altima. It certainly doesn’t drive the same, in my opinion but I was very unhappy with the entire service. Mercedes Benz of Chantilly is slipping in their top notch service and this will be my last time going there. First, no form of COMMUNICATION, or forewarning from MB. They just tossed me into their decision and I assume they are saying, deal with it. Mercedes is not a cheap car and if you are paying these prices, you should get your money’s worth. How about communicating with customers on your changes? I used to get a reminder for my upcoming appointments…. non of that this time around. If you choose to utilize other avenues to deal with your loaner issues, at least get better customer service and better quality or comparable vehicles. You can’t tell me that’s it’s okay to dump me in a crappie car when I’m accustomed to luxury, especially when I waited a month to get a loaner. Unless management deals with its ineptitude, I will take my business somewhere else where my hard earned cash is respected. More