Mercedes-Benz of West Chester

The dealership is top line, best of the best. Great service and superior knowledge of the product. I felt very comfortable having them work on my dream car, routine service. My service advisor delivere service and superior knowledge of the product. I felt very comfortable having them work on my dream car, routine service. My service advisor delivered my car to me before the original quoted time and saved me $500.00 by not replacing my brake rotors. I wasn't sure if I needed brakes when I took it in and thanks to an honest dealership, I didn't. Mr. Bonnet was very helpful in setting up my appointment and getting me where I needed to go, what a friendly face. Keep up the good work, your dealership is the only dealership I will have my car serviced by. More

It was pleasure dealing with Michael Monterio! He was professional, quick to respond and very easy to deal with. Most importantly his after sales follow-up was excellent. I will look foreward to dealin professional, quick to respond and very easy to deal with. Most importantly his after sales follow-up was excellent. I will look foreward to dealing with him again!! More

Mike was friendly, professional and knowledgable — he has the experience to provide you the attention you deserve. i highly recommend Mike and his team if you are looking for a new or pre-owned car. He will the experience to provide you the attention you deserve. i highly recommend Mike and his team if you are looking for a new or pre-owned car. He will greet you with a smile and walk you to your car to say good bye. More

John and I are very happy with our purchase. We had been to other benz dealership but cannot compare the friendiness and service that Mike Monteiro II provided us. We will recommend other friends to him to other benz dealership but cannot compare the friendiness and service that Mike Monteiro II provided us. We will recommend other friends to him in the future, More

Easy and painless shopping experience. All issues and questions were handled in professional and courteous way. Can honestly recommend this dealership to any one buying a new Mercedes. questions were handled in professional and courteous way. Can honestly recommend this dealership to any one buying a new Mercedes. More

This place was great. I bought a brand new Benz and they were helpful in every aspect. Elliot was my salesman and he did a great job helping me find exactly what I wanted. They worked with me on the price a were helpful in every aspect. Elliot was my salesman and he did a great job helping me find exactly what I wanted. They worked with me on the price and did what they had to do to make me happy. More

Understanding that to expect a great experience with all customer touch points is a significant challenge and to manage and maintain. However, what is achievable is when a customer escalates an opportunity customer touch points is a significant challenge and to manage and maintain. However, what is achievable is when a customer escalates an opportunity to a member of leadership that it is accepted and someone takes accountability for through resolution. Below is the escalation email that I sent to the service manager and GM. Still no response even though I've received a "thank you" email and post card but far from satisfied. Below clearly shares my experience and opportunity that never received : Date of original service: 2/24/13 Date of first follow-up:2/25/13 Date of second follow-up: 2/26/13 Date of escalation: 2/26/13 (start of email) From: Anderson, Jason Sent: Tuesday, February 26, 2013 03:42 PM To: bgunn@yourmercedes.com Cc: Mschramm@yourmercedes.com Subject: Hallmark of Customer Care? Bernie – Good Afternoon. I wanted to share with you that I had my first experience with your service department and initial visit to the West Chester location on Saturday. It’s a very impressive location however your service area needs support. During my 2012 S350’s initial visit obtaining a PA state inspection your team discovered service codes sharing opportunities with the car’s fuel pump. Understanding you only offer C classes as loaner vehicles I decided to keep my vehicle for the rest of the week and advised the tech that I will drop my car off tomorrow morning on my way to the airport and retrieve it on Friday. It was my understanding that everything was set. Yesterday I called and spoke to Craig regarding my appt to confirm and understand what the codes meant and timeframe my car should be expected in your service bays. Craig was unfamiliar with my car situation which I briefed him on. He advised either he or one of the two ladies that assisted me on Saturday will call me back before EOD with a status. Note – your technicians were unfamiliar with the service codes being shared and needed to engage Mercedes Benz on Monday when they reopened for direction. This is why I was engaging Craig on what the scope of efforts were. Today I initiated another call to your office and spoke with Greg. Greg advised that he doesn’t see any appointment for tomorrow associated to me and that Craig was unavailable. Frustrated with ownership and accountability of my situation I am moving forward to a new dealership of choice. This is not the service I would expect from a Mercedes Dealership or what the brand stands behind. As a result of these multiple opportunities I’ve cancelled my car service from picking me up from your location during my route to the airport and I will make alternate choices with who my Mercedes service department will be when I return. Fortunately as a resident of Landenberg, PA and employee in Cherry Hill, NJ I have multiple options that are convenient. While your facility may be best in class – your customer experience is below par and far from the “Hallmark of Customer Care” expressed online. (end of email) ---------- There was no response to this email with any effort to try and apologize or try to take ownership for resolution. ---------- Today 3/6/13 a follow was received as a result of this posting. Service manager advised he read my subject as spam and deleted my email without reading. Furthermore all facts above he confirmed were accurate in addition to another issue was identified. Advised that service advisor Ashley was recently promoted to this role and is learning. Happy that West Chester Benz allows first time service advisors to manage customer vehicles and relationships that exceed $100k. To resolve the issues I was offered a different advisor.... Needless to say the "Relationship Recovery" effort for my experience was pretty poor and I'll be using Wilmington DE Benz going forward. More

I've bought five new cars in my life, and this was the best experience by far. Klaus was easy to work with, knowledgeable about options, helped me find several choices of cars that met what I was loo the best experience by far. Klaus was easy to work with, knowledgeable about options, helped me find several choices of cars that met what I was looking for, and put together a great deal without any drama. Awesome salesperson, great dealership! More

The sales experience was outstanding, Andy assured me that this would be the easiest car buying experience and it was. Both William and Andy were professional, polite, courteous, very attentive, paid a that this would be the easiest car buying experience and it was. Both William and Andy were professional, polite, courteous, very attentive, paid attention to details, and answered all my questions. The car that I traded in was the 9th Audi that we had bought or leased - this is my first Mercedes, and I can assure you that had it not been to the outstanding experience I would not be driving a Mercedes today. I give the credit to William and Andy. More

This dealership is the best by far of any dealership I have ever bough from. They were very competive and beat the other two deals I had. then I added accessories to my new car .. they did an excellent j have ever bough from. They were very competive and beat the other two deals I had. then I added accessories to my new car .. they did an excellent job and gave me a loaner free of any charge except gas. .. They are the best as far as I can tell from the rest.. Forget All others leave all your worries behind and see them. More