Mercedes-Benz of Sugar Land

We usually take our car to the Mercedes on Greenway, which by far the best customer service. The one in Sugarland is closer to our house so we had decided to take the car to that location. This is by which by far the best customer service. The one in Sugarland is closer to our house so we had decided to take the car to that location. This is by far the worst customer service I'd ever had. Honestly we had gotten better services at Toyota! We brought our car in for service. Cost us over $1000 for service "c". Which is bull crap because all they did was clean the sunroof, etc. and charge us over $700 in labor! And even after the fact when we picked up our car the service light came back on stating that there was too much oil in the car. To think you was being charged $700 for labor they would have checked the oil level! We should bill them for our time coming back to the dealership for them to fix the problem!! The service advisors never picks up your phone calls and they never let you know what service you need on your car including the prices until you get the bill! They pretty much are those type of people where you are a revolving door, they just want to get you in and out no questions ask etc and get your money! And make sure you check your loaner car!!! Make sure you check and see if they mark all the dents and cracks becuase they will try to blame you and make you pay for their mistakes. Make sure you keep a record of everything there because they don't keep a copy of what you have. They will try to rip you off and make you pay for their employee's mistakes! I honestly can say that I hate this dealership! We've had three mercedes and never had any problems with customers service until we went to this location!! By far the worst service ever!!! More

I have been to this dealership many times and the Service Advisor that I deal with every time is Robert Fruge. This guy is like the trustworthy saint of all dealerships. Not kidding. I refuse to take my car Advisor that I deal with every time is Robert Fruge. This guy is like the trustworthy saint of all dealerships. Not kidding. I refuse to take my car anywhere else only because this guy is so direct about the services, costs and possibilities when there is a problem. The most notable few instances: Car tire tread was diminishing and it was time to get new tires (so I thought) and since they were running a special on tires for my make & model I asked for them. Robert inspected all the tires and said that there was no reason to spend right now if I didn't want to on two of the tires because there was still quite a bit of tread life left? HUH?? A service guy who will save me money?! You've got to be kidding! So I only needed two tires and saved a bundle. I tore up part of the front bumper on a parking stump. He asked me several questions about how long I was keeping the car, cost of a temporary fix vs a permanant replacement, pros & cons, etc. It was unbelievable all the options I had and how thorough my explanations were. Now he doesn't always lay everything out on the table..you ask questions..and for every question you ask he has a wealth of information. He is also a super, super nice guy. I had a huge car problem on a warranty covered MB and the problem occurred close to that other dealership (MB) on the 59, so I took it there. What a nightmare. They misdiagnosed the problem, Wanted a small fortune for it & had no loaner cars, sent me out the door without a loaner and so I called Robert at the Sugarland dealership and he got me an appt the next morning, into a loaner car and come to find out, that the problem was completely different than the other dealerships diagnosis and it was also all covered under warranty. Robert explained to me in full detail what happened to the car. Have any of you tried to compare the service A & B costs between the Mercedes Benz of Sugarland dealership & the MB of Houston Greenway? Well I have! And this is why I originally decided to drive from Uptown/Galleria all the way to Sugarland to service my MB. It is because MB Sugarland has a minimal fee and will charge for any additional parts that need replacement. The other dealership charges you for everything to be replaced whether it needs to be or not. I commend this place! I recommend that if there are any women out there who has trust issues with dealerships ..go talk to Robert Fruge and you will be happy you did. Sincerely, H. Villarreal More

I Have purchased several cars from MB Sugar Land, and had the SERVICE "A" performed on it, and it was like having heart surgery done by a 7 year old, it was all down hill from there...As soon as i get the ca the SERVICE "A" performed on it, and it was like having heart surgery done by a 7 year old, it was all down hill from there...As soon as i get the car back "AFTER PAYING A RIDICULES AMOUNT OF MONEY FOR IT" the check tire pressure light went on, so i took it back and waited on a work day 1:30 Hrs so they can plug the tires, so then the nexxt day the light cam back on UH HUH you know where I'm going, DIRECTLY TO THE DEALER FROM THE GROCERY STORE, so they kept me there for 45 mins till they tell me i need to replace the tire and it would cost $500+labor and balancing, so i told him to bring my car back up and i would consider it, so 25 mins later my car never showed, and the guy who brings the cars up to service seen me waiting for such a long time said to me "Lets go see what's up with your car" so we went in the service shop and there were 3 guys working to get my car back down from the rack, and they actually told me to take my car to Discount Tire Co. BC they can repair the tire better then them LOL, i was laughing and said are you serious? and he showed me how they repair the tires and i was so disappointed and disturbed in how un-safe there tire repair is, he drilled a hugh hole in my tire :NEVER REMOVED IT FROM THE CAR and shoved a gum like substance in the tire and told me to go on my way. So when i got to discount tire they told me that MB Sugar Land screwed the tire up more then what it was so i can buy new tires from MB Sugar Land, so when i called to explain this to them, there was this one person who failed to listen to me, but insulted my intelligence, called me a lier and further more tried to make it look like he was rectifying the situation by offering me his tire at cost "PLEASE!" so long story short i ended up buying a new tire from discount with a warranty for a tire that MB sugar land "sabotaged" in order to make more money... just for the record, my car was purchased this year, is an 09 brand new with 7500 miles that i have driven, and since i purchased this car there has been several problems with it from the get go. my car was sold to me for $105,000.00. This dealer will not be around for long, there rip offs. More

I would like to warn other readers wanting to purchase an automobile from Mercedes Benz of Sugarland to reconsider. I would reccommend any other dealership in Houston but this one. For the last 32 years, my automobile from Mercedes Benz of Sugarland to reconsider. I would reccommend any other dealership in Houston but this one. For the last 32 years, my family and I have only owned Mercedes. My husband and I decided to purchase a car from MB of Sugarland bc it was a smaller dealership and we were hoping to develop a long term relationship. However, my experience with them has probably been one of the WORST CUSTOMER SERVICE EXPERIENCES I've ever had. They are only looking for quick sales bc once you have purchased your new vehicle, forget about customer service. In the world of Mercedes Benz of Sugarland, the customer is never right, the dealership is. The experience was so bad that after all these years of being a benz owner, I decided to sell my car and buy a Range Rover. More

I was lied to, yelled at, threatened, and humiliated. To top it all off, my visit to Mercedes-Benz of Sugarland ended with a visit from the police for being on their property...AFTER I LEFT! I'm supposed to top it all off, my visit to Mercedes-Benz of Sugarland ended with a visit from the police for being on their property...AFTER I LEFT! I'm supposed to explain the rating I gave, and zero is not an option, so let me go down the list of one's. For Customer Service I was told they would be open until 7:00. At 6:55, when I got there, I was completely ignored until 7:05(when their computers shut down and I cannot pick-up a pre-paid part). I was told to make the 30 mile trip again the next morning. That is very poor Customer Service. For the Quality of Work, they tried to push me out the door so they could go home. The parts and service manager even told me he didn't have a key to the parts dept. Does that even make sense? Shouldn't the manager of the department have a key? For Friendliness, I had the "Customer Care Manager" two inches from my face yelling at me when I made a comment of poor customer service. I thought he was going to hit me. Is that friendly? The Overall Experience left me across the street, off of their property waiting for the key they promised they would bring to me. Instead of bringing me the key across the street (off of their property) they brought me the police. I would call that a very bad Overall Experience. Even though I left when told to, and was off the property they filed a criminal arrest warrant. I'm a criminal? I thought I was an Eagle Scout. Besides, since when is a customer a criminal after he paid? By the way, they tricked me by telling me to wait. I thought I was getting a key, little did I know I was waiting on the police. They hired a courier to bring me the key the next day. As far as the price, it was more expensive then the price I was quoted by another Mercedes dealership. I should have driven the extra 15 miles. EVERYBODY LISTEN! STAY AWAY FROM MERCEDES-BENZ OF SUGARLAND! THEY ARE THE CRIMINALS. More

Worst service i have ever seen...i bought a brand new ML and 240...Spend more time for service than drive the vehicle. Customer service F-. They wrencked my suv and to top it off my fog light i bring in fo and 240...Spend more time for service than drive the vehicle. Customer service F-. They wrencked my suv and to top it off my fog light i bring in for service was never fix. After i confronted the manager he gave me a detail service for free...but the detail was half ass done to (rug was never shampoo). Now my 240 is showing problem (head light out) call them for service thought it's going to be a quick fix..but the female in service dept. was a bitch from hell..not sure if she was having PMS or what..I WILL NEVER BUY A MERCEDES AGAIN... More

Totally unprofessional staff, very rude. If they see you driving an expensive model, expect to be stuck with them for at least 2-3 weeks. Everytime you would be driving out from the dealership you would driving an expensive model, expect to be stuck with them for at least 2-3 weeks. Everytime you would be driving out from the dealership you would have to come back very soon, as something else in your car would fail. The only explanation you get from their technical advisors would be something like "I'm not sure" or "We thought the problem was this, but it turnes out to be that", etc., nothing specific. The worst thing is (apart from ripping you off) that you loose a lot of your time and never feel confident about their work. More

I purchased a vehicle from them on 7/28 and today 8/3 the car is having mechanical problems. I called and they are doing nothing to help me to fix the problem. I do realize that the vehicle was a used vehi car is having mechanical problems. I called and they are doing nothing to help me to fix the problem. I do realize that the vehicle was a used vehicle but I did purchase the car only 6 days ago. And for them to do nothing to help me is very unprofessional. I do not reccommend anyone go to this dealership for a new or used vehicle. More