Mercedes-Benz of Chicago - Service Center

We purchased the maintenance package with the purchase of our E300 in 2020. It included 3 maintenance services. We took our car to the Elston Ave Service facility for the 2 first maintenance appointments t our E300 in 2020. It included 3 maintenance services. We took our car to the Elston Ave Service facility for the 2 first maintenance appointments that we scheduled as soon as the car alerted us that they were due. During the last appt in July 2022, we were reminded we had 1 more service appointment under our maintenance package. When the car alerted us that service was due, we immediately called and scheduled an appointment for a Tuesday in March 2023. We live in the south suburbs, but continue to use the Elston Ave service facility as we had good experiences during the prior appt's. I took the morning off work, and brought my wife with me to make a "breakfast in the city day" and take advantage of the long commute. As we checked in and were greeted, the staff member mentioned, "we see you are under the maintenance package", we confirmed it was our last service under the package, we proceeded with getting a loaner and providing our insurance card, etc. And left for breakfast. While we were being seated for breakfast, about 20 minutes after leaving Mercedes-Benz service center, I received a call from them. They stated that my maintenance package was no longer going to cover the service, that the agreement was determined by mileage, which we had exceeded. We were shocked. Without having immediate access to the original contract, we didn't doubt that the contract likely had in the fine print the mention of mileage limitation as part of the 3 maintenance services, which we of course had no memory of those details. But the shocking part was that this was not brought up to me during the last service appointment in July, during the call when making the appt under the "maintenance package" and also that morning during our check-in, where we were confirmed the appointment was our final one as part of the maintenance package. We asked to have a manager available when we returned to pick up the car, as we were not paying >$760 for an oil change and brake fluid flush, which was the quote we were given over the phone. When we arrived we met with Manager Andrew. He was defensive from the beginning, he had the contract in front of him, and stated we likely should not have had the 2nd maintenance as it also exceeded the miles in between services! He accused us of not making the appointment for the service when the care alerted us that service was due, which was absolutely incorrect. When we drove the car home that day the alert still showed "8 days until maintenance is due". We tried to explain that although the contract could very well have had limitations on mileage between services, it should be something that is mentioned or reminded to the client when the appointment is made under that pre-paid service package. The manager proceeded to tell us that the contract came from "Mercedes-Benz Corporate" and there was nothing he could do and this was not on him. We made it clear that we respectfully disagreed, as he is a representative of Mercedes-Benz, so there should be a more pro-active role and better customer service in informing patrons with the maintenance service package of the limitations or expirations. This information should be provided at the very least at the end of each performed service appointment, OR when we call for a new appointment under the pre-paid maintenance package, and prior to making arrangements to drive out in the morning traffic and completely have a morning wasted. They have the contract and should ensure all is in order prior to making that appointment, especially when he is stating somehow our 2nd visit also had exceeded the contract guidelines, although I was never told such a thing and exited that service with a "remember you have 1 more service remaining!". Worst customer service we have received at what I expected would be a more professional, high end establishment, that would back up the quality expected from Mercedes-Benz. More

My service advisor Jesus Roman was excellent, he was professional, knowledgeable and gave me great advice on what important items I needed to address regarding my vehicle, I will surely ask for him when professional, knowledgeable and gave me great advice on what important items I needed to address regarding my vehicle, I will surely ask for him whenever I need servicing, I consider him a valuable employee for Mercedes service, he made my experience stress free. More

Kelly Smith was very polite and answered every question I had some before I asked thank you for your knowledge had some before I asked thank you for your knowledge More

The Team was very friendly and easy to work with from start to finish. They made sure I was kept up to date on every step of the process. Jesus and the team did an outstanding job! start to finish. They made sure I was kept up to date on every step of the process. Jesus and the team did an outstanding job! More

Jesus Roman was very professional in explaining the service that my vehicle needed. He was very knowledgeable and patient with my questions. Thank you. service that my vehicle needed. He was very knowledgeable and patient with my questions. Thank you. More

I've been driving Mercedes for over 20 years because it's a reliable and dependable brand with a top-notch service. This had always been my experience until I engaged with Mercedes Benz of Chicago and their a reliable and dependable brand with a top-notch service. This had always been my experience until I engaged with Mercedes Benz of Chicago and their service department. My negative review is solely based on my experience with this one authorized service, and it is not a reflection on how I feel about the brand overall. I am a loyal brand customer and for that reason, I believe my negative experience with MB of Chicago should be shared with anybody who is doing their research about them and consider doing business with them. Over six+ months, MB of Chicago did not resolve issues with our SUV and after we got our vehicle repaired by a different mechanic, MB of Chicago completely ignored our complains and ultimately refused to take any responsibility for their failed service, faulty parts installed, and complete ignorance for safety concerns claiming they were 'certified dealer and service center' that 'follows the brand standards.' Between 2021 and 2022, our car was consistently shaking, stopping, and stalling, and was towed to their location on multiple occasions. All the issues were happening when I was pregnant and in the middle of winter in Chicago; we were obviously very concerned about the safety and expressed our concerns to the advisors we worked with and later to the management. Every time the car ended up at MB of Chicago, different reasons were pointed out to us by different advisors. We repaired everything that was recommended, spending thousands of dollars on services, and trusting their expertise at first. After a couple of visits, we started to feel that the shop was a pure production line with absolutely no thought process behind their work; there was no continuity of service. After each visit, the car behaved in the same way it had before it was 'fixed.' They were unable to evaluate the car holistically and present a long-term solution. New advisor, new idea what was wrong with the car, and, of course, a new bill. One of the most absurd solutions proposed by MB of Chicago to fix our stalling vehicle was to install a trickle charger for the brand-new battery that had been installed by them a few months earlier. Ultimately, we decided to get a second opinion when my car stalled, yet again, this time with me and our newborn in the back seat. I was truly too terrified to drive the car and completely lost faith that the service department of MB of Chicago knew how to, or cared enough to fix our vehicle. My car was simply unsafe to drive. In two days, our new mechanic ran multiple tests and identified the issue. Since that visit, our car has been driving without any issues for months now. We documented our experience and filed a complaint with the management of MB of Chicago Service Department. But one, our emails and phone calls have never been returned nor any explanation why our car was not fixed provided. Being ignored, I decided to reach out to their headquarters, Fletcher Jones, located in California. In typical corporate language and in a 'cookie cutter' email, HQ expressed their support for the services provided by MB of Chicago claiming that they were an authorized mechanic and followed the brand standards. As a solution to our complaint, they offered to speak with the outside mechanic who had identified the issue and fixed the car... In my experience, Mercedes-Benz represents quality in everything they do. MB of Chicago Service Department is the complete opposite. I characterize them by shoddy mechanical work, inability to evaluate the car meticulously, indifference to our safety concerns, lack of accountability for failed services and faulty parts, and lack of customer service and communication. I would never recommend their services to my friends or family! More

Greg McGregor has been my Service Advisor on several occasions. He is responsive, knowledgeable, thorough and professional. If you are lucky enough to get assigned to him - you will know exactly what occasions. He is responsive, knowledgeable, thorough and professional. If you are lucky enough to get assigned to him - you will know exactly what I mean. More

Atanas Petrov was very knowledgeable, patient and honest …which was very refreshing! I did not have to wait long for customer support. …which was very refreshing! I did not have to wait long for customer support. More

Matt Poore is an excellent advisor. Very professional and helpful. Makes customers feel special. Explained every detail well , called and texted with updates. Got a lot of work done in Very professional and helpful. Makes customers feel special. Explained every detail well , called and texted with updates. Got a lot of work done in one day. Thanks Mercedes Benz of Chicago and thank you you Matt Poore for such a great service. Thanks for also providing a loaner . The experience was very pleasant and satisfying. Matt is the best advisor one can have . More

I was pleased the professionalism shown by the Service Staff. My service advisor, Juan Vargas explained that I would receive a video inspection tyhe service performed Staff. My service advisor, Juan Vargas explained that I would receive a video inspection tyhe service performed More