Mercedes-Benz of Hanover

BUYERS BEWARE! !!! DO NOT PURCHASE A VEHICLE FROM PRIME MOTOR GROUP MERCEDES IN HANOVER, MA. I purchased a CERTIFIED 2016 Mercedes Benz GLA 250 4Matic car from Merce !!! DO NOT PURCHASE A VEHICLE FROM PRIME MOTOR GROUP MERCEDES IN HANOVER, MA. I purchased a CERTIFIED 2016 Mercedes Benz GLA 250 4Matic car from Mercedes in Hanover on 5/3/21 for $19,569.25 and since then, I’ve had $4,700 worth of electronic problems which they have not helped with or taken responsibility. • During the 2021 summer the check engine light would randomly go on and off. In Sep 21 they performed a software upgrade and said that the problem was resolved and the fault codes re-set. • In Oct 21 the back-up camera would randomly not work. On 11/1/21 I was told that it had to be replaced for $1,400. I decided not to pay it at the time but paid $182.71 for the diagnostic. The MSRP sheet I initially received from them priced the rearview camera at $460; $940 seems very high for labor cost!!!! • The receipt for the back-up camera diagnosis states “found multiple fault codes, have current fault for communication fault with camera…”. I questioned the “multiple fault codes” and was told that it was ok and had been re-set (obviously not). • During May 2022 the heater/ac did not work and I paid $1,311.56 to fix it on 6/2 (another electrical issue). • In Aug 2022 the instrument cluster was erratic. The oil, brake, check engine, lights, etc. stayed on for long periods and then went off; the gas gauge showed as empty when full (scary). I was told they needed to check all fault codes (sound familiar?)-$1,900 to fix (now down to $1,650). • There have been numerous issues with electrical fault codes since I purchased this CERTIFIED vehicle. I asked to sell the car to them. They offered only $11k (UNBELIEVABLE)! I guess they can put a small amount in to fix it and place it back out on the lot for much more money (what a profit for them)!!! • Since May 2021, I have spent $21,401.96 ($19,569.25 (purchase of car), $182.71 (diagnostic for camera), and $1,650 (instrument cluster panel) and need to spend another $1,400 for the back-up camera that worked when I purchased the car ($22,801.96 total). • I need to replace the back light red covering, as the lights work but the plastic covering is cracked, but other than that there are only the major electrical issues. This company will not support you with any problems regarding your car. I do not understand how a vehicle with consistent multiple fault code issues could pass a CERTIFIED inspection, as I've had problems since shortly after purchase. Prime Mercedes of Hanover, MA obviously does not stand behind their vehicles. I GUESS CERTIFIED DOESN'T REALLY MEAN ANYTHING!!! I would have clicked no review stars if it was an option... AGAIN, BUYERS BEWARE... More

I brought my car in for service around the end of July. I explained that there was a knocking-like sound coming from underneath the car that had been going on for a little while. My service advisor, Enio, I explained that there was a knocking-like sound coming from underneath the car that had been going on for a little while. My service advisor, Enio, stated that he would have them take a look. When my car was ready to be picked up, I was told what the problem was and that parts needed to be ordered. Enio told me he would call me when the parts came in, about 1 or 2 weeks. Three weeks later, I call to see if they came in. I left a voicemail message for Enio....no call back. I called again on August 29th. I was told someone from the service department would call me back in a few minutes....no call back. I went today, August 31st to talk to someone in person. Enio, who was my service advisor, looked somewhat annoyed that I was there. When I explained what happened and that I wanted to know when the parts were coming, he looked on the computer and told me 2 parts had arrived on 8/5 and one more was on back order. When I asked why no one returned my calls I was told "it's a problem , sorry". The part is allegedly coming on Friday. Not for nothing, but I got better customer service when I had my Toyota! I bought a "luxury" car and got suboptimal service. Disappointed. More

Hanover service bad bad news. I hade the worse experience of my life with services. I bought the car from them Then I start getting the call for updates which they took the car fr I hade the worse experience of my life with services. I bought the car from them Then I start getting the call for updates which they took the car from my home and couldn’t find in the system because my information never got updated in the system. Then they have breached my info with other and other info with mine. Done name on my account but my car and mine info. Then next recall they get my car and broke my windshield after two month waiting took my car in again and still have my car and no eta for windshield but they took my car that we have the windshield. I don’t know what should I do but I am talking to my attorney today. More

I called and spoke with a manager named Jalal about a one owner pre owned Mercedes with 55,000 miles on it. I was told it was in excellent condition. The dealership even had pictures online over a superimpos owner pre owned Mercedes with 55,000 miles on it. I was told it was in excellent condition. The dealership even had pictures online over a superimposed digital background. I drove two and a half hours to dealership to test drive it. Upon arrival Jalal is nowhere to be found and I was dumped off to the guy who said he personally took the vehicle in on trade from the one owner. That guy immediately tells me that he needs to show me some previous damage that was on the vehicle. The vehicle had more tha several massive scratches through the paint on drivers side door front and rear, a dent in lower driver side rear door, another dent in driver side front door, a dent on passenger side rear door, loose rear bumper cover, a severely bent safety chain flange on factory trailer hitch, and massive stress cracks on interior door trim. Then the guy tries to tell me this is “normal” and that he has seen worse. The whole experience at Mercedes Benz of Hanover was a complete waste of time and it was an embarrassment to Mercedes corporate the way this place operates. Moral of the story-they used bogus pictures and digital filters to lie their faces off. More

Work on time, at quoted cost, clean, comfortable, nice service advisor, no complaints , no problems service advisor, no complaints , no problems More

Phenomenal service on my vehicle. Great staff and great loaners. Provided me in and out service Great staff and great loaners. Provided me in and out service More

My service advisor Sean was Great! Very welcoming at the door and showed me how to use the menu screen as I was explaining some of the problems I was having. Turned out I only had 1 is Very welcoming at the door and showed me how to use the menu screen as I was explaining some of the problems I was having. Turned out I only had 1 issue instead of the 4 I brought it in for. Thank you Sean and Thank you Hanover Mercedes. More

Very friendly and top notch service and knowledgeable staff. They make everything easy to deal with. staff. They make everything easy to deal with. More

They were helpful. I appreciate the text feature that they have. Quick and easy to answer/ask questions. I appreciate the text feature that they have. Quick and easy to answer/ask questions. More

Having Talisa as my service advisor showed a great deal of the company’s value. She demonstrated great customer service. of the company’s value. She demonstrated great customer service. More