Mercedes-Benz of Stevens Creek

This is a complaint to the dealer Mercedes Benz of Stevens Creek, located at 4500 Stevens Creek Blvd, San Jose, CA 95129. We bought a 2016 C300 at that location and have had the car serviced there Stevens Creek, located at 4500 Stevens Creek Blvd, San Jose, CA 95129. We bought a 2016 C300 at that location and have had the car serviced there too. The last service performed by that dealer was in 2018. Since then, the car was only serviced by ourselves as the pandemic started. We did 2 oil changes at home in 2020 and 2021, without touching the cabin air filters since they are not required to be replaced on every service. One thing to note that we started noticing that some noise when turning on the AC around 2018. The noise sounded like something was being shredded and would usually go away after 10 seconds or so. This year, 2022, we were about to do the oil change and replace the air filters. This was when we discovered that the entire cabin dust filter and its housing is missing under the hood (see picture); the duct was wide open and un-screened. We believe the missing parts are 205-830-88-02 (filter housing) and 166-830-02-18 (filter). That explained the noise; if there are some leafs at the duct, they will be sucked into the duct and probably shredded by the blower. Given that we didn't work on the air filter before, nor did we bring the car to another party for service since 2018, we have to lay our suspicion on that dealer that during their service on the C300, they might have forgot to put back the filter along with its housing. We called the dealer and showed them the picture. Assistant service manager Ethan denied that possibility and said that they "are not responsible for things from 4 years ago" nor would they offer some relief out of good faith. He then quoted us $282 (plus tax) to fix that, $132 for parts and $150 for the labor, which in my opinion is ridiculous for such simple job. As we know the history of this car, we couldn't think of any other possibility. This has nothing to do with that we DIY'd the oil changes. Even if we had brought the car back to the dealer for the scheduled service back in 2019, that would be another year passed and we'd doubt if the dealer would gladly accept that responsibility then or even the possibility that they might be at fault. Yet it's extremely difficult for us to prove that suspicion, or even detect any such incompetence. Which trusting customer would double-check the technician's work, going under the hood, especially when that work was done at a place with Mercedes Benz's logo? Service work at dealership is already overpriced; it simply hurts that we were not even getting the basics done right after paying a fortune. This is a true and personal story from a Mercedes owner. It has discouraged us and will likely discourage many others from owning a Mercedes Benz in the future as they can't even trust the dealers to have done the job right, especially if they don't have the time or skill to DIY the work. For those keeping their Mercedes cars, they might think again before leaving things to the dealer because what would happen to their cars is entirely curtained; you give the car to them, pay a hefty cost, and pick up the car. You won't know anything about what they actually did beyond what they told you. It will be extremely difficult to defend your own rights if something was wrong, and that is just sad. More

Great purchase experience when I bought the car and incredible service experience when I've returned for service. Extremely satisfied with my purchase and ongoing customer service from MB of Stevens Cr incredible service experience when I've returned for service. Extremely satisfied with my purchase and ongoing customer service from MB of Stevens Creek. More

Susan Seuliman was wonderful as our service advisor! She explains everything. She made sure we had a loaner vehicle. This time of a labor shortage it is so nice to have someone that takes their job so s She explains everything. She made sure we had a loaner vehicle. This time of a labor shortage it is so nice to have someone that takes their job so seriously! More

Even though going to the dealership to have my car serviced always seems to be more expensive than an individual service Mechanic, I thoroughly appreciate Ethan’s ability to stay in contact and the in serviced always seems to be more expensive than an individual service Mechanic, I thoroughly appreciate Ethan’s ability to stay in contact and the instant response that I received throughout my service experience. The quality of the service was in par with my expectations. More

Congratulations to Charlie, our all-time favorite Service Advisor for his promotion! John is assigned to us, he is very responsive and great! Love it! Advisor for his promotion! John is assigned to us, he is very responsive and great! Love it! More

One annoying thing is that they have gotten rid of their cashiers. When you go to pickup your car after service, lot of times online payment link does not work, like in my case I tried online payment many t cashiers. When you go to pickup your car after service, lot of times online payment link does not work, like in my case I tried online payment many times. You have to wait till your service advisor becomes available because only service advisors can process payments, as they don't have cashier any more. With the prices they charge for repairs, I am sure they can afford a cashier. I had to keep waiting. The manager was very nice. When he saw me annoyed, he right away found another advisor and asked her to process my payment. Other than that, everything else was great. My service advisor (Ethan Kurtz) was awesome. Very courteous, and professional. More

It was a pleasant experience in buying a new GLE 350 4MATIC SUV from MB Stevens Creek. We were just browsing cars on 4 July weekend and were not decided which car to buy as dealers were asking for marke 4MATIC SUV from MB Stevens Creek. We were just browsing cars on 4 July weekend and were not decided which car to buy as dealers were asking for market adjustments because of inventory shortage of new cars. And then we met "Tony" at MB Stevens Creek; he made our buying process so easy that we couldn’t realize when we bought our new car in just couple hours of conversations. Tony is an excellent salesperson we ever met. He listened (very patiently) to our choices and features we are looking for in our new car and showed us all available cars they have/had in their dealership. He is a pro what he does, very caring for 100% customer satisfaction, very detailed in all aspects during the purchase process and beyond. Stevens Creek MB - are not only NOT asking for markups but flexible with lenders with customer’s choice for finance options. All they care about the check written by your lender, that’s gives freedom to customers where they want to finance their Car. All in all, it was a great buying experience at Steven Creek MB. Excited to see how the post purchase services would be  More

The Dealership is known to me for a very long time and I am already a Mercedes customer. The salesperson Tony was very good at assisting me in all aspects. I will definitely recommend this dealership t am already a Mercedes customer. The salesperson Tony was very good at assisting me in all aspects. I will definitely recommend this dealership to all my friends and relatives More

All the service advisors at this location are super helpful and attentive. I’m always able to get a loaner car when I need it too! Such a helpful feature! helpful and attentive. I’m always able to get a loaner car when I need it too! Such a helpful feature! More