Mercedes Benz of Hagerstown - Service Center

As usual my experience in scheduling and drop off with Marty Gillons was an excellent experience. He makes it a personal, however, professional experience. However, my experience with Alex the last few t Marty Gillons was an excellent experience. He makes it a personal, however, professional experience. However, my experience with Alex the last few times at service have been challenging. I feel that he ends up making a mistake with not communicating properly the first time and on a timely basis. The new email cost analysis that you were able to provide me to review the estimates of the repairs was very helpful. However, it was not proceeded by a call telling me to look for it - I just came upon it about 1pm in the afternoon when checking my email. Further, within an hour later, I still never had gotten a call to ask me how I would like to proceed with the repairs, I had to call Alex. I was used to Marty calling me fairly early in the day to discuss the needed repairs and to come up with a plan on how we were going to move forward. Now it was after 2pm and all that was done on my car was done to the car so far was the $139 service and I had several more things that needed repairs. When we did speak we agreed to specific repairs at specific costs. The plan was that I was going to pick up the car the next morning on Friday. However, the next morning the car still was not ready. And when I called and asked Alex what was the plan, he said to me, I don't know, what is the plan! Not the sort of response I was looking for or expected. So then we decided that I was going to pick the car up on Saturday from the sales team so that they could finish the work that day. He committed to call me to confirm all the items were done and that the car was ready for pick up before the day was over. Then he didn't call me until 4:45pm and followed it by an email saying he hoped it was okay to keep the car for the weekend as the tires had not yet arrived and the alignment had to wait until the tires were changed. This unfortunately messed up our plans for the use of the car on Monday morning. I had another body shop picking up the car to do the mirror repair that I didn't let MB complete for over $500 less. Now, that had to be canceled. I had emailed Alex a few times since the process had started and he did not respond to those emails, and it was now 10am on Monday and I had not heard from him, so I called again and had to leave a message. When he called me back about a half hour later, he said the car was ready and we discussed the invoice. He seemed to have forgotten the amounts we agreed to the week before. However, he quickly adjusted the invoice when I reminded him. He also provided someone to bring my car to me and pick up the loaner, which at this point I truly appreciated since the dealership is about a 40 minute drive for me. I have told my friends how much I prefer Hagerstown MB and that I go there due to Marty and he amazing service. I know Alex tried to fix things at the end, but I wish that the communication and follow through was a lot more smooth along the way. More

My most recent experience with Adam and the MB of Hagerstown service department was exemplary as always. Adam is professional, polite and thorough. His attention to detail and demonstrated will Hagerstown service department was exemplary as always. Adam is professional, polite and thorough. His attention to detail and demonstrated willingness to do whatever it takes to ensure our satisfaction is a tribute to the quality of your dealership. From the purchase of our vehicle, through the few maintenance appointments we have had, we are treated with respect, professionalism and courtesy. A truly special place to do business! More

Everything was very smooth and the work was done correctly and on time. A loaner car was available upon my arrival and the vehicle repair was done ahead of schedule. correctly and on time. A loaner car was available upon my arrival and the vehicle repair was done ahead of schedule. More

As always, my latest service visit at MB of Hagerstown was great. The staff is knowledgeable and friendly, my vehicle is serviced promptly,and the accommodations (lounge,restrooms, etc.)are clean and wel was great. The staff is knowledgeable and friendly, my vehicle is serviced promptly,and the accommodations (lounge,restrooms, etc.)are clean and well appointed. I'm just starting to work with a member of the sales staff (Barry London) on a possible vehicle sale and he is also a pleasure. Quite honestly, I've looked at other luxury brands (i.e., BMW and Volvo) but the dealership at Hagerstown keeps me coming back to Mercedes. More

The service was professional from Alex to Linda Clark. I still say you are too expensive!!!! I really appreciate the full assessment of my Mercedes. It gives me a liesurely view to plan my future repairs an still say you are too expensive!!!! I really appreciate the full assessment of my Mercedes. It gives me a liesurely view to plan my future repairs and the associated costs. More

Alex Folz always provides excellent communication to let me know what is happening and what I can expect from the work being performed on my car. It was very helpful to see the service recommendations so t me know what is happening and what I can expect from the work being performed on my car. It was very helpful to see the service recommendations so that I can plan for my next service visit to take care of the things I chose to defer during this visit. The car is always returned to me fully washed and clean; something I appreciate since I rarely get around to that on my own. The service that I receive at Mercedes Benz of Hagerstown is always exemplary. More

I was quite happy with my recent service experience. When I called to set up the appointment, the "scheduler" was knowledgeable, and friendly. When I came in, Adam was efficient and pleasant. I called to set up the appointment, the "scheduler" was knowledgeable, and friendly. When I came in, Adam was efficient and pleasant. More

Service personnel were professional, courteous and everything went well. That's what I expected and I was not dissapointed. Compared to other dealerships and their customer service personnel that I h everything went well. That's what I expected and I was not dissapointed. Compared to other dealerships and their customer service personnel that I have dealt with in the past, MB of H'town are truly exceptional. More

It was very convenient to have my car picked up. I had some work being done on a batheroom, on my back porch and in my back yard. I was unable to leave at this time. Everything was ok, except that my ca some work being done on a batheroom, on my back porch and in my back yard. I was unable to leave at this time. Everything was ok, except that my car was returned 'empty' and on reserve. I almost was afraid to drive to the gas station for fear of running out of gas. I guess times are tough for Mercedes. More

A/C was not working. Took my C280 in to get it checked out. It was determined that the condenser needed to be replaced. Alex Folz worked very hard to get all the necessary replacement parts and the repair out. It was determined that the condenser needed to be replaced. Alex Folz worked very hard to get all the necessary replacement parts and the repairs done in a timely manner. Car was done ahead of schedule. More