Mercedes-Benz of West Covina

I decided to leave a review after visiting the dealer's website and seeing all 5-star reviews (since this was not my experience). Quickly I noticed only one of the reviews was recent, while all the remain website and seeing all 5-star reviews (since this was not my experience). Quickly I noticed only one of the reviews was recent, while all the remaining reviews were years old. I'm not surprised if my experience is any indication. First, I didn't choose Envision for its sales service. I found a car I wanted online and it happened to be in Envision's inventory. With Covid, I simply wanted a no-fuss purchase and made my decision quickly. That's when the problems started. During the test drive, I noticed there was no navigation system. "No problem," said the sales agent. "Just use CarPlay." Satisfied the problem was solved, I completed the purchase and drove the car home that night. There was no owner's manual with the Certified pre-owned vehicle, so I went online to find the documentation. Unfortunately, Mercedes' website did not have the manual for my specific year and model combination. I had to ask the sales agent for the information multiple times before getting a link to a pdf. I also had difficulty setting up CarPlay and returned to the dealership a few days later. After spending nearly an hour with the sales agent attempting to set up CarPlay, she told me she would have to investigate further and likely send an update to the software via remote. A few days after that, I received a call from the service department to set up an appointment to fix a recall on the seatbelts. The recall was disclosed to me at the time of the purchase, but I was told there was no current fix. However, it was only days between the purchase and the recall, so I asked when the fix was first available. As it turns out, it could have been fixed long before I purchased the car. I scheduled the service appointment nonetheless and contacted the sales agent to ensure the software update would be done when I brought the car in for the seatbelts. I was told it would be. When I returned to the dealer the morning of the service appointment, I could not locate the service department. After driving around an empty dealership for 15 minutes, I finally called and learned the service department was in a location over a mile away. At no time was the address communicated to me in a text or email, both of which were sent to remind me of the appointment. I was also not told who the service agent was, even though this was the first question I was asked when I finally arrived. Originally, I was told the seat belt fix would take less than an hour. Then I was told it would take 2 1/2 hours. I was also told the service agent would take care of the update to the software needed to connect CarPlay. I decided to be patient and understanding about the extra time, confident this would be my last trip to the dealership. When I returned to pick up the car, I was told there was no connection to CarPlay and I would need to get a chip to install Navigation. The service agent sent me back to the dealership and told me to speak to the sales manager to resolve the issues that were now piling up. I drove back to the dealership and spoke the sales manager who walked me over to the original sales agent. They told me the navigation chip would cost $200 and gave me a note for the service department allowing me to take advantage of the employee discount. I then drove back to the service department where I was told the navigation chip was around $700, but with the discount I would pay around $600. Quite a difference for a feature I was told came with the car I was buying. The agent at the service desk promised to look into the matter for me and to follow up with a solution. After not hearing back, I began contacting the dealership and am still waiting. More

I don’t leave reviews often but I felt that costumers should be conscious about some important details that are not disclosed by this dealership. First of all, I had a great experience with the sales con should be conscious about some important details that are not disclosed by this dealership. First of all, I had a great experience with the sales contact Denise. She facilitated the process and she was excellent while we were doing our due diligence when determining if the purchase of a 2019 GLE AMG 43 was a good fit. After the deal was made, the reality hit that it was going to be a 4 hour wait to get the vehicle detailed and rim scratches corrected. The dealership should be making an attempt to correct any basic detailing work such as a (basic car wash and detail) prior to the consumer making a purchase to avoid any added wait times to a long lengthy process that a car purchase already is (especially in the middle of a pandemic). It was clear that no vehicles are detailed at this dealership until after the purchase, therefore, be mindful that you will be waiting around due to this “after sell detail” policy that they seem to have. If you are test driving used vehicles at this dealership , no vehicle is disinfected in between. After, I left the dealership happy but exhausted from the wait. After the car purchase on 2/15, the sales contact provided notifications to me ( 5 days after the purchase) that the car had an open recall and needed to be corrected. Please note that the vehicle was sold with the recall as evidenced by the car fax report and the date of purchase. The sales contact proceeded with providing a recall correction notice starting 2/20 and gave us (6 business) to correct the recall. Eventually, we received an ultimatum to correct recall by 3/1 or else they wouldn’t be able to grant the original contract agreement of vehicle being CPO and provision of 2 months worth payments. Be mindful if a vehicle is new it is illegal to sell a vehicle with an open recall. They initially had this vehicle “categorized” as new . They negotiated in the so called “deal” that they will make it “CPO” and changed it as used and that they covered the cost. Going back to the recall, in order to correct it in such short timeframe, I had to take time off work just to meet the deadline they provided. Be mindful that the dealership was AWARE of the recall on the 2/12 (3 days ) before the purchase date but they FAILED to disclose it to me and chose to sell the vehicle with the open recall. My recommendation to anyone purchasing at this dealership , be mindful of the long wait times after purchase and undisclosed recalls on used vehicles. They are just trying to make volume but do not care about any inconveniences they may cause the customer after the deal is made. More

Found THE car of my dreams at Mercedes-Benz of West Covina. Received top-tier professional service from all departments related to Used Car Sales. Big thanks to Key Exchange Coordinator, Amin Mistry, f Covina. Received top-tier professional service from all departments related to Used Car Sales. Big thanks to Key Exchange Coordinator, Amin Mistry, for the outstanding treatment from the moment I arrived until long after the sale. Huge shout out to Used Car Manager, Mitch Rabins, for fulfilling all requests of vehicle accessory fixes, exterior touch ups and full detail. This is THE place to go if you want top-class service from start to finish on your future Mercedes. Talk to Amin if you're looking for a salesman who will make it happen, no messing around. Ask for Mitch to get your Mercedes operating flawlessly and looking spotless. More

Initially I was not going to leave a review, even after all the extreme stress they put us through trying to purchase the car. BUT when I found out they had given us the wrong vin number to insure the car all the extreme stress they put us through trying to purchase the car. BUT when I found out they had given us the wrong vin number to insure the car and our car has not been officially insured since we picked it up! Disgraceful!!! This is the icing on top! So I feel impelled to warn you about this dealership. I normally only write good reviews... but our experience is beyond a joke... It gives a bad reputation to the name Mercedes! Mercedes use to be the height of excellent customer service, but unfortunately it seems those days have past. MAKE SURE YOU CROSS ALL YOUR T'S & DOT YOUR I'S IF YOU DEAL WITH THEM! DO NOT TAKE ANYTHING THEY SAY AS WORD, GET IT IN WRITING. 1. Day one, test drove vehicle, on sit down they bump up the list price with added charges including $895 lost key package. They express it comes with the car but you have to pay for it, "but I don't want it as I have to pay for it, so its not included with car" I said...they reply its mandatory with the car..."I won't lose my key ha" "They won't take is off" "and its actually less than what other dealerships add" the salesman replied...umm 2. Is the car certified, no but let me go ask to see what I can do... Returns... no we can not its over 50k miles, errr thinks its only 32k, oh yes let me go ask again... "Oh Yes they will include that with the car for you, that will give you 19 months warranty left now, and if we include that for you, at the end of the warranty you can choose to purchase an extended warranty." "Oh great I reply that's awesome!" Day Two, They retract the promise of certifying the car, "We never said that we would include making the car certified"... they said they were going to charge us for it and it is not included...So they lied and said we were mistaken they did not agree to that. Ummm Not ok! 3. Final deal set (so we thought) set to pick up car & sign docs in afternoon... 1st call... Salesman...Another salesman has sold the car...Wait, what? Where's the car? I don't know... 2nd call... Salesman...IF you get here asap, their credit hasn't gone through yet, you might be able to still get it...(we are an hour away)Had to leave work suddenly to start driving there asap... 3rd call...Different person...The car has gone... we head home... 4th call...Salesman...Where are you??? We leave home again two seconds after we pull up... On arrival Sales guys & managers seems to be throwing F bombs at each other in office, left sitting for ages...then try to talk us into another more expensive car... then they finally decide, we can have our car back because other buyer has bad credit. "Do you have the cashiers check?" Err no because you told me I had to get here asap to still try and get the car, you forgot to keep the keys aside for...(yes its pretty laughable at this point) (They actually seem to encourage financing as I think they maybe make more money, we were offering cash so maybe another reason why they tried to knock us off the deal...) I have no clue who knows with these clowns... For a Mercedes Dealership they are incredibly behind the times, in this day and age you should be able to give them a debit card and pay for the car outright instead you can only give 5k on a card max and a cashiers check...No other way...except financing of course... Totally all UNBELIEVABLE....Not to mention again after all this the sales guy gives the wrong info to insure the car!! OMG!!!! RIDICULUS!! No I haven't mentioned the sales guys name because he was actually very sweet & he knows who he is if he read this and they all know who they are... EXTREMELY POOR CUSTOMER SERVICE SUCH A SHAME... Having worked for a famous company for more than a decade who inspired industries to surpass customer service expectations, I can say this is the worst I have ever received!!!! But so far so good, I got the car & love it but not a good experience from them. Apologies for long review but had to share our crazy emotionally stressful story of a day! Think I would definitely try and shop elsewhere if you More

My name is Joy Abadilla and I had the worse service experience today 01/04/21 with Envision. I had a 9:30 appointment for Service B and did not leave until 2:00 because my service rep, Tim Chui kept g experience today 01/04/21 with Envision. I had a 9:30 appointment for Service B and did not leave until 2:00 because my service rep, Tim Chui kept giving me excuses for the delay in completing what needed to be done. After waiting for 4 1/2 hours, he drove up in my unwashed car and asked if I wanted to wait a little bit more so he can get my car washed. Was he kidding me??? With Penske, I always got excellent service in over 20 years we've had a Mercedes Benz. More

WARNING WATCH YOUR PRICE!!! I understand that this is a WARNING WATCH YOUR PRICE!!! I understand that this is a business, and businesses need to make money. However, this dealership is definitely not wo WARNING WATCH YOUR PRICE!!! I understand that this is a business, and businesses need to make money. However, this dealership is definitely not worth your time. Etching fee :299 Dealer accessories??? 1250 VTR: 875 (he said he didn’t know about this one) He explained that dealer accessories are needed if there is any dent or lost keys or “blinking lights when backing up” what a load of crud I tried to negotiate the price down however, Tony said his boss would lose money especially for an out of state sale and actually raised the price More

Be aware customers. MB of West Covina will charge $895 on any used car list price for "key recover fee", and of course... good luck to get this explained to you. Poorly organized staff, too. I tried to buy f any used car list price for "key recover fee", and of course... good luck to get this explained to you. Poorly organized staff, too. I tried to buy from them and in just a 3 days window got to deal with... 6 different persons who had no idea what to do. They charged the wrong credit card, the wrong amount for the deposit. The contract was wrongly written twice. Then, while the car was listed as "delivered at your door step" on Carvana, I was explained after the contract issued that... "well, we actually don't do that". Oh my! Do not deal with these people! More

dont go there shop for any mercedez benz,because even you talk about a deal with them,they always add some extra hidden options on it, not a honest dealership at all. and their financial department is bad as talk about a deal with them,they always add some extra hidden options on it, not a honest dealership at all. and their financial department is bad as well. More

Rotten dealership for a luxury brand They only serve people who is gonna bleed their wallet at their dealers. We went to return a 3 years leasing GLC, after confirming the Saturday visit They only serve people who is gonna bleed their wallet at their dealers. We went to return a 3 years leasing GLC, after confirming the Saturday visit for returned service only, Ronald who was the contact dealer, who doesn't have any coordinate skills, when he learned or finally realized that we have no intention to lease or buy another vehicle (which we told him clearly during the pre-arrival text), let us waiting for nothing but only excuses says returning a lease can only be done during M-F. What a xx right? And he has no intention to apology on his text that agreed us to come on Saturday for returning the lease, just argue that the rules had just changed. Other staffs there basic couldn't get the ball rolling, they only tried to bounce us in the air so we were like idiots wasting time for nothing can be efficiently done. Finally a dealer who know how to do a business, came to offer his help and it only took 5 mins to get the returning process done. Just this one visit we can confidently know that Mercedes-Benz of West Covina is a xxxxhole you want to avoid to deal with. More

Made an appointment with Erick to check out a GLE AMG 43. When arrived Erick was busy and told another salesman, I believe his name was shaheem, to help us. Upon waiting for over an hour, they couldn’t find When arrived Erick was busy and told another salesman, I believe his name was shaheem, to help us. Upon waiting for over an hour, they couldn’t find the car. The car is available online and Erick verified that it was there in stock. Spoke to sales manager Ray and he gave us the run around that he has “plenty” available. He came back and said that the inventory is in Utah. I then asked to speak to the GM Darren. The sales manager said if we can find him... after walking away and getting into my car, GM showed up and said it’s showing in inventory but sent five people to find it and no where to be found. He said someone might’ve stole it. I understand that things happen but they could’ve dealt with us a little better by not giving the run around. I wasted my time making an appointment and drove 40 miles to this dealership. This is supposed to be a luxury top of the line brand and this is the way you treat your customers...... just be aware before heading to this dealership. My family will definitely be taking our business else where. More