Tom Masano, Inc., a Mercedes-Benz Dealer

horrible experience Service is horrible. I had service there three times, first time, they forgot to top off my blue def (diesel car). I have to be warned on high way. Service is horrible. I had service there three times, first time, they forgot to top off my blue def (diesel car). I have to be warned on high way. Third time, after done with service, dropped off on my drive way, car start leaking oil, god know what oil it is. Second day after car been tolled away for repair, they arranged rental for me after a few of negotiations, rental was upgraded to mid size car(Camry) from original an economic size car ( I had E series). More

Worse Dealer Ever ! Very unprofessional ! They really don't want to buzz on price negotiation. Even showing them that other dealers are selling it cheaper, by 3-5 thousands. So we don't wa They really don't want to buzz on price negotiation. Even showing them that other dealers are selling it cheaper, by 3-5 thousands. So we don't want to buy the car and want the deposit back (which the sale person stated: I GIVE you your deposit back) because they can't match the price. I have to contact them several times to get the deposit back. The sale person said don't text her any more. Wow very unprofessional. I will sure never text you again or visit your dealer ! and i will spread the words to others. I wonder why they got so many 1 star lately ! YES IT ABSOLUTELY TRUE ! More

Subpar Service for a Mercedes I will not bring up any service regarding my '85 300D. There isn't enough space. I purchased an extended warranty on a 2007 E class with <96K mile I will not bring up any service regarding my '85 300D. There isn't enough space. I purchased an extended warranty on a 2007 E class with <96K miles. Coverage terms are explained & is for 36 months/36K miles. A year into owning the car, a lower left balljoint goes bad. I took the car in explaining the issue & that I have this extended care warranty. Car was finished in 1 day. Yay! However, I took my car to my mechanic the following week for the Service C completion (dealer prices are crazy ridiculous). My mechanic (who I've been going to for over 10 years) states the lower right balljoint is bad. Common sense (which seems to be lacking these days) would be to check the other balljoints as they are all the same age. I guess I expect too much when paying almost $100 an hr (normally - thankful for this warranty) in labor for a Mercedes. This is very disappointing. I was hoping service would be better having a newer car. I know it's not an S class, but if I wanted the service caliber of ford or mazda, I would've purchased one. More

Service Department After a Service B on my 2009 C300 I found a broken engine cover,oil all over my engine compartment and on the belts which led to a concerning chirping After a Service B on my 2009 C300 I found a broken engine cover,oil all over my engine compartment and on the belts which led to a concerning chirping noise when the engine was running, all 4 wheels scratched where the lug nuts were removed (Of which they only agreed to fix 1!), and improper pressure (off by quite a bit) in all 4 tires. HORRIBLE experience, staff dances around questions and concerns very well, manager is very rude and unhelpful. AVOID THIS DEALERSHIP IF YOU CARE ABOUT YOUR CAR AT ALL. More

Great experience I was in the market for a newer suv, after many searches on websites , I finally found the one, on autotrader ,price , miles. The only bad thing I was in the market for a newer suv, after many searches on websites , I finally found the one, on autotrader ,price , miles. The only bad thing , I was in PA 2 hours way from MD I called tom masano Mercedes , I told them I was interested in the escalede, not a Benz ,they were very helpful ,friendly. I finally Decide to make the 2hr drive. I had a great , smooth experience , our sales rep , was great, Michael mccormac I got a great deal , they were honest about the vehicle ,in my world ,when a car sales rep. Takes the price down over the phone and tells you what's wrong with the vehicle ,,they are honest people. I would definitely go back, More

Lies, lack of communication, poor service I had my car scheduled a week and a half later from having issues right away when I got my car 2 weeks ago due to the fact no one would return my call I had my car scheduled a week and a half later from having issues right away when I got my car 2 weeks ago due to the fact no one would return my calls after leaving messages with Sales Manager & Service Manager. I had it scheduled for 1st thing Tuesday morning 7:45am when service opened at 7:30 but dropped off the car the day prior at night time. I literally live about half a block from the dealership and passed by the dealership the morning of apt while heading into work to see my car still parked in the customer lot for sales that i had parked from night prior and it hadn't been moved so didn't think much of it. I called about mid afternoon (6hrs after from scheduled apt) to check up on it and the front desk lady stated that the service manager was busy on the phone but was told by her that the car was on the lift as we speak to be looked at for a 2nd time by the techs after I asked how or why it hasn't been done yet or looked at, during the call I was driving by the dealership to head home for lunch seeing my car STILL parked in the same spot I had dropped off the night prior. I was extremely irritated to be lied to instead of just saying they never got a chance to take a look at it yet which I could understand if things got busy but to be told a straight up lie on the phone when I'm literally seeing things first hand. I've had the car less than 2 weeks with it having hopefully some minor issues but am not getting contacted back after leaving multiple voicemails with different departments and management. So far this customer service has been terrible on servicing and answering questions after making their sales. VERY DISAPPOINTED More

Great sales team, terrible customer service team I bought my car from Mercedes Benz Masano 2 weeks ago and had a very pleasant experience with my sales woman Lori as well as the finance manager. They I bought my car from Mercedes Benz Masano 2 weeks ago and had a very pleasant experience with my sales woman Lori as well as the finance manager. They answered all my questions and gave me all the answers I needed and treated me well. The pricing and financing was great due to my credit score but few things were mixed up about the warranty where I was told there was no deductibles at first but then told $100 later but that's understandable. Sales experience of buying the car was great, now getting calls returned or serviced was huge disappointment More

Hands Down Best Sales Experience To Date Recently purchased an impeccable used Pontiac G8 GT and with the help of Michael as my sales person made the decision on purchasing very easy to make. Recently purchased an impeccable used Pontiac G8 GT and with the help of Michael as my sales person made the decision on purchasing very easy to make. He accompanied me on a lengthy test drive and gave me important details of the previous over. The vehicle price was more than fair and you can tell by that they were not interested in making a huge profit margin. Michael actually gets to know you and doesn't see you as a commission check. Overall this has been the best sales experience I've had and I couldn't be more pleased. More

BMW X3 My boyfriend and I were very pleased to have Lori as our sales person. She had great customer service and didn't pressure us into any decisions which My boyfriend and I were very pleased to have Lori as our sales person. She had great customer service and didn't pressure us into any decisions which allowed us to make a decision for ourselves! She was quick to respond to any questions we had and also made sure we were well taken care of. More

Great Experience!! Recently purchased a 2015 Hyundai Genesis and Michael did a tremendous job making this purchase as smooth as possible since this was my first time eve Recently purchased a 2015 Hyundai Genesis and Michael did a tremendous job making this purchase as smooth as possible since this was my first time ever buying a vehicle. He was very easy to deal with explained everything clearly and answered all my questions. The rest of the staff was great as well . Good people over there I highly recommend them! More