Mercedes-Benz of Foothill Ranch

I always always always take my car to Fletcher Jones in Newport. Even when I lived in LA. But since I just moved to Irvine, and Foothill was so close to me, I decided to give them a try; specially since u Newport. Even when I lived in LA. But since I just moved to Irvine, and Foothill was so close to me, I decided to give them a try; specially since upon making the appointment, they quoted me a lower price for the service A oil change. The day of the appointment, the actual rep called to let me know the price I was quoted was a “starting” price only and would most likely change. Yeah, it we up over $200!!!! Bc my car required “more oil”. Never, ever, with this car or my previous 2 Audi’s, did a service oil price CHANGE after being given a quote. I was pressed for time and no longer had time to shop around, so I reluctantly gave in. INSTANT regret. Because it was the weekend,I needed a loaner car. Somehow, I misplaced my current DL and only had my old one and ID; both which were expired. They were kind enough to “run it through the system” but it came back that it was expired! Yes, my CA ID had just expired, but I knew my DL was current! (I had just rented a car and Fletcher gave me a loaner earlier this year). I knew he ran the wrong info but at this point they were already closed and I know they just wanted me out of there as soon as possible (I get that, but at the same time, I’ve worked in customer service all my life, most being salaried or commission, and there were COUNTLESS times I stayed after my “shift” with OUT extra pay because our number one job is to keep the client happy). Anyhow, I couldn’t be with out a car so I decided to go to a car rental place, let them know I missed placed my license (since it was a Sat I couldnt go to the DMV first) they had my current DL on file, verified it through the dmv system to be safe, and VOILA! I got a car!!!!! They were able to verify that my DL is indeed current. Then, after paying for my own rental, I am hit on Monday AFTERNOON with the news that I am going to have to pay $2,036 for tires and a new battery. It would be completed in “3 hours”. Service rep calls after 6, when they ve already closed, to let me know its ready. So Im with out a car yet another night. Upon picking up the vehicle the charge is $2090. I told Henry (he just checked me out, he was NOT my rep) that I was quoted $2036. That my rep “rounded UP to $2000) i asked if it was even and he said, “no, $2036 to be EXACT”. So obviously $2090 is closer tp $2100 than 2k. I told Henry this was unacceptable for the verbiage mentioned above AND bc I was forced to waste money on my own rental. He knew I was in a hurry, said he would honor the rate I was quoted and would get it cleared with management after I left. Should I go back, I would go to him. But very doubtful, considering when I got in my car, it was dusty, with a dirty windshield, and stunk of men’s cologne (gave me a headache; isnt there a rule against that?). Again, never, ever, ever, no matter how messy my car is, has my luxury car been returned from a service department un vacuumed, with dust on the dashboard, and actual dirt in the cup holders etc. I know they are not allowed to throw anything out, so expected the “trash” to still be there, but its always been “arranged” (lose change etc). I am SO upset at MYSELF! Bc this could have ALL been avoided had I just gone back to Fletcher-Jones. More

Service was explained thoroughly for work done on my car and a car loaner was provided without much wait. My service representative was awesome and helpful! and a car loaner was provided without much wait. My service representative was awesome and helpful! More

The employees were very helpful, courteous, and prompt. I liked that when I picked up my car it was so clean inside and out. I also appreciate that I was given a very nice loaner car. Thank you! I liked that when I picked up my car it was so clean inside and out. I also appreciate that I was given a very nice loaner car. Thank you! More

I have always received superior service at MB of Foothill Ranch. My service advisor Mike is a straight shooter abs I always s feel I am given a fair rate for my service. Ranch. My service advisor Mike is a straight shooter abs I always s feel I am given a fair rate for my service. More

The short story: My wife brought our GLS 450 in because of sudden grinding on one side. It had 30,000 miles on it. She was told by Isaac Lam that normal wear and tear isn't covered under warranty- only mec of sudden grinding on one side. It had 30,000 miles on it. She was told by Isaac Lam that normal wear and tear isn't covered under warranty- only mechanical failures that would lead to things such as one brake pad wearing out prematurely. We were then told all brakes were worn and needed replacing. We felt something was off and had another professional look at it. One rear brake pad was worn through completely while all others were at 80%. Really shady. Photos attached. They treat you like royalty when selling you a car, but lie and ghost you once they've made the sale. We expected more. We reached out to Isaac Lam who told my wife "not to hesitate if there was anything else he could do" and never heard back. Two emails have gone out to GM Edward Hwang and General Sales Manager Kekoa Dapitan with zero response. The long Story: We bought our GLS 450 in November 2020 as a Certified Pre-Owned car. The vehicle had 11,000 miles on it. We were encouraged to buy a CPO car because of the many benefits that were supposed to come along with it like a warranty and the added reassurance that the car was in great mechanical condition. While on a road trip this summer, the rear driver's side brake suddenly started grinding. At this point, the car had 29,000 miles on it. I was concerned because it was coming from just one wheel, the rear, which in my experience doesn't wear out the fastest. Because of the warranty we received from Mercedes, and because we purchased the car from Mercedes-Benz of Foothill Ranch, we brought the car in to get the brakes evaluated at that location. Having replaced several brakes on other vehicles I've owned, I had an idea of what was happening. My wife brought the car up to that location for an evaluation. The report states, "Client states there is a metallic grinding noise when applying the brakes. Client requests a courtesy brake inspection. Inspected brakes, found front brake pads #4mm. Rear brakes worn to metal to metal contact. Recommend to replace rear brake pads and rotors, front brake pads. Customer declined replace front and rear brakes." My wife called me from the dealership to tell me that nothing was covered under warranty because it was all "normal wear and tear". I was upset to hear this because I don't think there is anything "normal" about only one being worn down to the metal while the others didn't make a noise. I was directed to call Russ Ellis, the used car manager. I explained to him that I didn't agree with service, and that things didn't add up. I was very frustrated about how things were handled but he didn't seem to care. We were given several pictures of the worn out tires that have a 50,000 mile rating, that we were told also needed to be replaced at 30,000, but no photos of the brakes or pads. He continued to talk over me, and that nothing is covered under warranty. There was an excuse for every possible scenario. Because of how we were treated, we had another business replace the rear rotors and all brake pads. When they took the driver side rear wheel off, they immediately noticed where the metal pad was wearing on the inside of the rotor. The technician was concerned because all of the other pads had 80% life left in them. He stated that the caliper was likely sticking or the pad could have been defective and delaminated. Because we needed the car right away, we had them finish the job. I'm not sure where things went wrong. Either the service technician didn't take the wheel off to see what was happening and made up a diagnosis, or he looked, and blatantly misdiagnosed what the problem was. Either way, they were negligent, and this repair work should have been covered under warranty. It's really disappointing to see the lengths that were gone to to preserve the dealership's bottom line and not cover a defect. It's ironic that my wife was told the "only way something would be covered under warranty was if there was a mechanical fault that then caused one side to wear out prematurely, etc.,," and conveniently, it wasn't that (even though it definitely looks to be what happened). I would not expect normal wear and tear to be serviced under warranty, but we now have direct evidence that proves that the dealership was dishonest in diagnosing the problem to ensure that they would be paid for the service. It makes me angry to think that she could have easily paid for this service in trusting what she was told. I expected so much more from a Mercedes dealership that claims to be all about exceptional customer experiences. Isaac told my wife not to hesitate to reach out if there was anything that he could do to help us along the way. She called and left a voicemail weeks ago and received no response. We should be able to trust you and we have been really disappointed that they would do business this way. I hoped to resolved this together, but that's clearly not their intention. More

Ash is awesome! I have been his customer since 2020. He is definitely the best sales person. He keeps up to date and he knows very well what I want. The sales proces I have been his customer since 2020. He is definitely the best sales person. He keeps up to date and he knows very well what I want. The sales process was always quick and easy. Excellent dealership! More

Finally had my chip that was like so many others held up in shipping and or shortages. Of course it just so happened that the chip took twice to install. Seems to be working so far. The other update had to in shipping and or shortages. Of course it just so happened that the chip took twice to install. Seems to be working so far. The other update had to do with the charging phone system also working fine so far however it doesn’t display saying it’s charging on the screen anymore. All in all with constant updates from Henry my service rep as well as service personnel the appointment went very well. More

Ashton and Kevin are Dream Team ! Best Mercedes’ dealer in Orange County ! Always give you the ROYALTY Service !! Best Mercedes’ dealer in Orange County ! Always give you the ROYALTY Service !! More

I was very pleased with my Service Writer, Henry Eiring, and the Foothill Ranch Mercedes Benz service department. Henry was very pleasant and attentive to my car’s needs. Henry and the service department and the Foothill Ranch Mercedes Benz service department. Henry was very pleasant and attentive to my car’s needs. Henry and the service department deserved 5 stars today. More