Mercedes-Benz of Richmond

I drive 120 miles just to get there, my advisor Patrick Thompson is very helpful and professional person!!! I can not ask for more!! Thanks!! Berthalicia Brown. Thompson is very helpful and professional person!!! I can not ask for more!! Thanks!! Berthalicia Brown. More

I have dealt with this dealership many years, both sales and service. I have been and continue to be pleased with care and treatment I receive when I go in. and service. I have been and continue to be pleased with care and treatment I receive when I go in. More

Very professional. They let you know every step of the way progress and recommendations. They have personal skills and very knowledgeable about all issues. Awesome experience. way progress and recommendations. They have personal skills and very knowledgeable about all issues. Awesome experience. More

The most amazing, helpful, respectful, and caring team, I have ever worked with. I will most definitely be coming back and will be referring as many people I can to them. I am so incredibly happy with my ser have ever worked with. I will most definitely be coming back and will be referring as many people I can to them. I am so incredibly happy with my service and can’t thank them enough!! More

I am very grateful for the wonderful service received when the check engine light unexpectedly came on while traveling from out of town. Thank you! when the check engine light unexpectedly came on while traveling from out of town. Thank you! More

Always courteous and friendly. They get it done right the first time! They even wash and clean my car when I bring it in for service! first time! They even wash and clean my car when I bring it in for service! More

I was very pleased with the scheduler who listened to my needs and got me such a timely and convenient appointment. I was also pleased with the service advisor, Steve, who kept me informed. I also give 5 st needs and got me such a timely and convenient appointment. I was also pleased with the service advisor, Steve, who kept me informed. I also give 5 stars to Mr. Kervin Ridgley, sales person, who always comes over to the service department to acknowledge my presence when I bring my car in for servicing. High quality customer service even after the sale. More

Patrick Thompson always gives prompt and excellent service. Although living in Midlothian I decided that I get better service at Broad St. He is courteous, knowlegeable and not dismissive or rude as w service. Although living in Midlothian I decided that I get better service at Broad St. He is courteous, knowlegeable and not dismissive or rude as was my last experience at Midlothian. Ill recommend Patrick any day More

Steven is an excellent service rep, he gets my issues addressed quickly, communicates effectively, he is also very personable and professional, a true asset!! Thank you addressed quickly, communicates effectively, he is also very personable and professional, a true asset!! Thank you More

Last month Joe Norris and Shawn Snider sold me a dirty and scratched up "CERTIFIED" 2018 AMG S63 with 19K miles fitted with the incorrect size/load rating tires which are loud and have wheel slip, squeaky and scratched up "CERTIFIED" 2018 AMG S63 with 19K miles fitted with the incorrect size/load rating tires which are loud and have wheel slip, squeaky brakes, shattered rear passenger multimedia screen, deeply scraped front bumper, bent MB hood emblem, gouged rim, pitted windshield, cracked engine start/stop button, and distorted $6,400 Burmester 3D Surround Sound System. I have had this car for two weeks so I am not sure if that's all. This was an out of state purchase so I was not able to see the vehicle in person but I did get a video walkthrough and a salesperson to verify the absence of damage before buying. I also thought I would be safe purchasing an MB certified vehicle. The next day the CHECK ENGINE light came on while driving on the highway. The engine cut off rendering me unable to accelerate so I had to pull over on the side of the road. I remedied the problem myself after discovering that the person who refueled the vehicle prior to delivery failed to properly tighten the gas cap. The vehicle contained all of the previous owner's personal paperwork including registration, address, inspection report among other things left inside. The windshield has a star drawn on it with some kind of black permanent/paint marker which will not come off and other decals were left stuck on the windshield. The black interior was covered with white spots of an unknown substance which was stuck to the leather seats, dash, screens and fabric headliner. It looked and felt like spray paint. The DVD player had a Despicable ME DVD left inside of it. Every exterior panel had many scratches and the vehicle was covered with swirl marks. Many panels had attempted touch-ups. I called Shawn within minutes of receiving the vehicle to report this damage. He assured me this would be taken care of. I took pictures of nearly everything immediately upon receiving the vehicle and over the next week provided the dealership with them as proof. I paid more than the KBB value for this vehicle which was advertised as being in "great shape, that whoever had it took really good care of it" and that it looked "all good" and had "no scratches or dings" on the exterior and no damage to the interior per Shawn Snider. The dealership also accused my bank of "short-changing" them for the amount of the vehicle days after receiving the bank draft. They turned out to be incorrect because they did not factor in the value of my trade in. They held the vehicle for an entire week until I decided to call MB Corporate office after which they called to apologize within a few hours. They finally chose to send this high valued vehicle in OPEN transport by a rather unique individual who showed up nearly 8 hours late. Shawn chalked up the driver's behavior to his role of a "typical truck driver." I was under the impression that MB certification meant that vehicles were held to a higher standard, close to those applicable to a new or demo vehicle. I voiced all of my concerns to Shawn who directed me to call his manager Joe Norris, used car manager. I finally took some time to call Joe Norris who had already been informed of all of my concerns. He immediately stated that ALL of my concerns were due to "NORMAL WEAR AND TEAR" and NONE OF IT would be repaired. He challenged me to call MB Corporate and stated that he would do nothing to address my concerns as a new Mercedes-Benz customer. How can installation of the wrong tires on a car be classified as normal wear and tear? Is it also normal wear and tear for a TV screen to shatter over three years? I have been very patient over the duration of this sale and I hope that my faith in MB USA can be renewed after I reach out to MB Corporate and that the problem is that the people at MB of Richmond are simply of a low caliber. I will update this review as the events unfold. More