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Mercedes-Benz of Marin
San Rafael, CA
509 Reviews
This rating includes all dealership reviews, with more weight given to recent reviews.
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509 Reviews of Mercedes-Benz of Marin
February 26, 2018
Bad Experience at Mercedes of Marin in California THIS WAS A MISERABLE EXPERIENCE. STAY AWAY FROM THIS DEALERSHIP UNLESS YOU BOUGHT YOUR CAR HERE. THOSE PEOPLE SEEM TO DO OK HERE! Our E350 converti THIS WAS A MISERABLE EXPERIENCE. STAY AWAY FROM THIS DEALERSHIP UNLESS YOU BOUGHT YOUR CAR HERE. THOSE PEOPLE SEEM TO DO OK HERE! Our E350 convertible wouldn't start after a visit to San Rafael (we live in Santa Cruz). We called Mercedes Roadside service who came out and diagnosed the problem as either a failure of the steering system (IES) or a sensor in the ignition, notifying the car it was stolen and locking up the steering and gear shift mechanisms. The car was in an underground parking lot and a flat bed could not get in to tow it. The AAA people got mad after Roadside service gave them the wrong number so we didn't respond to their text. We were keeping warm across the street. After a call to them, begging them to stay 5 more minutes, they left, stranding us. We got a hotel and I was on the phone to the service manager first thing, Ron Kane, and he couldn't have been more rude. He informed me that I had committed the cardinal sin of not servicing my car at a Mercedes DEALERSHIP (we live in Santa Cruz county, where there is NOT one). Because of this he claimed we didn't deserve to even receive Roadside Service and it was being provided "as a courtesy". After many more calls to Roadside service, they sent a specially outfitted tow truck to move the car to the dealership. We sat in the waiting room for four hours and watched everybody come and go, waited on, twice over, except us. I complained loudly and finally got a service rep who looked like he just got out of high school. After another hour of discussion, he informed us they couldn't look at the car for at least another 3-5 business days. (It was Friday afternoon, pushing us far into next week.) He assured us we had no other alternative- that ONLY a Mercedes dealership can diagnose and re-key the smart key, if that was it. Oh, and they needed both keys! (The other was at home.) They admonished us for that. Who knew you needed to travel with all your Mercedes keys? Although they couldn't even look at the car for days, they needed us to drive back and bring them the other key before the could even look at the car! Amazed, I wandered through the service bays and the row of cubicles in the service area, and at 1PM, barely any of them were working. Appears most of them don't even work Friday afternoon! I had had it and called our local service entity, Specialized Auto in Watsonville, CA. They assured me they were certified and could do all this in their shop, BUT THAT MERCEDES MIGHT NOT COOPERATE WITH THEM. Seems this is a regular thing. I handed the phone to our service rep who assured our guy they could not and would not cooperate. He gave me the phone back and our guy said, "don't listen to him- we can do it. It will just be a hassle." We got a tow 106 miles, back to Santa Cruz. The tow truck driver laughed about all the people he towed from there to a nearby independent Mercedes service shop, for all the same reasons that we left. Back at our local shop, they prepared for the hassle ahead, taking copies of my driver's license and registration and title. The first thing they said Mercedes would do was accuse them of was trying to re-key a stolen car, so they would need these documents or me there to plead our case if they were to get what they needed to fix the car. They were confident they could do it, just wasn't sure how many barriers Mercedes would put up. Although Mercedes had more business than they could handle, they didn't want to share with anyone. I guess they believe that bad service is better than them not getting the business! WE WERE SO RELIEVED TO BE BACK IN THE LAND OF GOOD SERVICE! THIS WAS A MISERABLE EXPERIENCE. STAY AWAY FROM THIS DEALERSHIP UNLESS YOU BOUGHT YOUR CAR HERE. THOSE PEOPLE SEEM TO DO OK HERE. More
by jill123
Employees Worked With
Ron Kane
February 10, 2018
Excellent car buying experience! Jerry Malone was extremely knowledgeable and helpful. In fact, when we first started looking at Mercedes, we heard him talking with another customer. Jerry Malone was extremely knowledgeable and helpful. In fact, when we first started looking at Mercedes, we heard him talking with another customer. We were so impressed, we waited for them to finish so we could work with Jerry. We are so glad we did - we love our E350. Would highly recommend both Jerry and Mercedes of Marin! More
by Dana B
Employees Worked With
Jerry Malone
February 09, 2018
First time Mercedes purchase. I had done my research and knew what features were important to me. Jerry Malone took the time to really explain and demonstrate all of the features i I had done my research and knew what features were important to me. Jerry Malone took the time to really explain and demonstrate all of the features in the E300's and to answer all of my questions. He listened to what I wanted and found the perfect car for me. Thanks, Carol P. More
by Carol P
Employees Worked With
Jerry Malone
January 28, 2018
Great service Just worked with Jerry Malone out third car sale and service is amazing, efficient. Informative and customer friendly. Thank you. M and T O'Rourke Just worked with Jerry Malone out third car sale and service is amazing, efficient. Informative and customer friendly. Thank you. M and T O'Rourke More
by M and T
Employees Worked With
Jery Malone
January 19, 2018
Great experience. Fast and simple. I had a great experience at the Mercedes of Marin purchasing my C300! Jerry Malone was wonderful to work with. Fast and gets to the point. I had a great experience at the Mercedes of Marin purchasing my C300! Jerry Malone was wonderful to work with. Fast and gets to the point. More
by JuliaK
Employees Worked With
Jerry Malone
January 15, 2018
Second Great Experience! We just traded in the Mercedes we bought here four years ago for another. We worked with Jerry Malone again this time and our second experience was as We just traded in the Mercedes we bought here four years ago for another. We worked with Jerry Malone again this time and our second experience was as great as the first—easy and fast. We always feel well taken care of here! More
by Blair and Lisa
Employees Worked With
Jerry Malone
January 09, 2018
Great! Very professional. Great service. Jerry Malone made it so easy. We will definitely return. It was a pleasure doing business. All our questions were an Very professional. Great service. Jerry Malone made it so easy. We will definitely return. It was a pleasure doing business. All our questions were answered in a very professional manner. More
by CPA One
Employees Worked With
Joe Karoukian
January 09, 2018
Beautiful car, wonderful people at the dealership I have always been happy to HAVE a new car. However this is the first time I am happy WITH a new car. Our new Mercedes-Benz is fabulous. Drives like a I have always been happy to HAVE a new car. However this is the first time I am happy WITH a new car. Our new Mercedes-Benz is fabulous. Drives like a dream (so smooth), hugs the road, takes turns beautifully, responds to touch both steering wheel and brakes. The windows seem to be designed so there are no blind spots because I can see well out of every window including the back seat ones and the rear. The trunk is roomy and back seats fold down so you can extend the trunk room for transporting large items. It has a valet key for the trunk and glove compartment. The communication, navigation and music system are a little tricky on first sight, but I must say I mastered it all in about 2 hours. Like any new computer program, you just have to be brave and try this and it is possible even without the manual. When two days after my purchase, my salesman Jerry Malone asked me if I still like the car, I told him I did, and more important I still liked him. He was a pleasure to deal with, and he answered my endless questions about the various models with such kindness, patience and, yes, critical, humor. He has a straight forward attitude. I felt as if I had met a friend. More
by Janet
Employees Worked With
Jerry Malone I already talked about above. John in finance department. Lovely man.
December 18, 2017
Execllent customer service I had a wonderful time and this dealership every representative was helpful, attentive, and a pleasure to work with! Highly recommended working with t I had a wonderful time and this dealership every representative was helpful, attentive, and a pleasure to work with! Highly recommended working with them. Very glad with my new car purchase! More
by Cldelmonte
Employees Worked With
Jerry Malone
December 14, 2017
buying our SUV was effortless We could not be more pleased in our purchase of our new SUV from Mercedes Marin. We searched the internet for weeks, preferring to do our research on We could not be more pleased in our purchase of our new SUV from Mercedes Marin. We searched the internet for weeks, preferring to do our research online, and then to actually visit dealerships to select from the models we liked best. We preferred to actually choose after test driving each of them. Visiting 7 different dealerships gave us 7 very different experiences. Our favorite was where the whole family hands down decided to buy. Our salesman effortlessly answered every question with patience and enthusiastic knowdege. Right away it was clear Jerry was a car person. Our daughter was most impressed that not once did he dish the other brands we were shopping. He explained well why the Mercedes would be a better choice in detail. Having never owned a Mercedes before his approach was pleasing. During the buying process we could hear the conversations going on from multiple purchases and every single buyer was treated extremely well. We hightly suggest driving to Marin. More
by Rob
Employees Worked With
Jerry Malone
