Mercedes Customer Service

User Reviews, Ratings and Comments

Mercedes customer service is ranked #272 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 42.01 out of a possible 200 based upon 74 ratings. This score rates Mercedes customer service and customer support as Disappointing.

NEGATIVE Comments

66 Negative Comments out of 74 Total Comments is 89.19%.

POSITIVE Comments

8 Positive Comments out of 74 Total Comments is 10.81%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Mercedes

    Customer Service Scoreboard

    • 42.01 Overall Rating
      (out of 200 possible)
    • 66 negative comments (89.19%)
    • 8 positive comments (10.81%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.8 Issue Resolution
    • 3.0 Reachability
    • 2.6 Cancellation
    • 4.2 Friendliness
    • 4.0 Product Knowledge

Add your review!

Posted by Ashe


Here is my complaint about the Customer service i experienced .I was waiting this moment. My Complaint is regarding the call
I made how it went through . I have some issues with the app . I called and got told your subscribers is expired you have to renew . In the mean time the rep mentioned that he saw some incidents and theft detection if we renew we can see all that . We renewed the subscription. I called back they told you have to give a couple of hours I waited and called . They told Me that it needs 24 to 48 I waited and called . This was my nightmare starts . The call went over 2 hours . because the agents don't know what they doing . I was on the phone over 2 hour taking to agent to agent . They keep transferring me here ann there. All the agent don't know what they doing . What they do is keep transferring me to agent to agent. Over 2 hours of dealing with agents to agent no my issues can't be solved. At the end I request the manager and they told me wait . I been waiting after the agent came and ask me why I need the manager I explained my reason after she hear me all my cases she hang up on me . I was so mad and angry. My 2 hours wasted with no help. I renewed my prescription for one year to get the service I paid for . unfortunately no one seems can help me . I was waiting this moment to express my feelings my time is now . I have never this kind of 2 hour nightmare dealing with the Agent . I regret buying this Mercedes. I was thinking it will be a 5 star service for me for the service I go through not even a str I can't give the a dot . All I went through with those agent was nightmare. How one agent can't find the way to help me they told me if I pay 1 year service I would get all the services they offered. They take my money but no one is helping me . I was so mad and very disappointed. Please higher the agent who knows what they doing. I am hoping some one addressing my issue and contact me.
Regards !

Posted by Kent


Needed replacement key for 2021 gls450. Required 2 in person visits and a wait Fiordland it to come fromTexas. Key plus programming $1100. For a key. Nothing more than legal extortion, cannot get a key other than thru Mercedes so they can use predatory pricing.

Posted by Rudi


My E400 is in my garage already for 6 months because Mercedes is unable to get the spare parts

Posted by Rosario


I am a first time Mercedes Benz owner. I visited the West Covina Mercedes Benz Service Center with an appointment at 7:45 am due to a recall for the mounting trim bar (rear door trim) of my 2023 GLE 350. Richard Airada was my service consultant and informed me that it will take 2.5 hours to complete service and wash. He offered me a complimentary Lyft ride back to my house. After waiting for approximately 40 minutes in the lobby for the Lyft driver I asked Richard why the wait is rather long. He was surprised I was still waiting and after looking into it I got a text from Lyft and my driver arrived in 3 minutes. It seems that someone did not call Lyft until I complained. After waiting for 3 hours and still not being contacted by Richard I texted him as to why my SUV is still not available. Since he did not respond I returned to the Service Center. After I approached him he notified me that since I went home priority was given to customers that were waiting in person. I was never informed of this practice! I would of stayed and waited for my vehicle if I would of known. Once they inspected my SUV it was determined that everything was ok and replacements were not necessary! After waiting for a total of about 5 hours my SUV was ready and I was able to leave after 1:00 p.m. I did speak to the Service Manager of my experience in hopes that no other Mercedes Customer walks out of their establishment feeling disappointed. I just had huge expectations from a luxury dealership that prides itself for great customer service! I definitely did not expect horrible customer service! I will Not be returning to this location.

Posted by Anonymous


THIS IS A COMPLAINT, I brought a G550 Wagon on 5/20/2022, while Negotiating, the sales Manager said I can't knock any thing off the price, but can give you pre paid Matinance thats worth $5,000.00, I Said ok so we drove from Baltimore to the dealership, the truck Stock #213210A, Designo Blk/Charcoal interior with 19,500 miles, I put $50,000.00 Down, I was in a hurry to get back to Bmore, so I left and my son drove the truck home, He lived in Boston after taking the truck in for service they told us we didnt have Pre Paid Matinence, we called our Salesperson Rami Elmrini, he said you dont have it and we argue about it, I threaten to sue and he called me back said he was sorry we do have Pre Paid Matinence and theY would enter it into the system, after
seeing that they didnt give it to us as part of the we were charged $2065.00 for it. that was pretty cruddy, from the only Mercedes Benz Factory Store in the USA . So 7/1/23 my son took it in for Matinence and the dealership made us pay for it. they said the Pre Paid Matinence that we paid $2,065.00 which was suppose to be free as part of the didnt cover it. It only cover 2 services an that was just Oil change and filter so we paid $2,065.00 for Pre Paid Matinence theat would have cost $800.00, So just to let you Know we will never by another Mercede Benz, In this life time After Being ripped off by Mercees Benz Of Manhattan, I own a 2020 GTR PRO 1 of 150 in the USA, 2 G Wagon 2021, 2020 C63s and a S580 2022, and my wife has a 2022 C300 Coupe. I've owned a 2018 C43 AMG and a 2018 AMG GT and S550, plus I've Taken several friends to Koons Mercedes in Catonsville Md. to buy cars, I can't believe you guys did that I've even brought a Bentley from there. SAm is the manager and Tiger Robinson is my my salman there, I own over a $1,00,000.00 worth od Mercedes But that is a all time LOW, my Phone Number is 240-882-2041, I will post mt complaint on all Social Media sites.

Posted by J


The guy was very rude and not polite, they don't need customers

Posted by srccar


I just purchased a used 2020 AMG from a Cadillac dealership in INDIANA.
The previous owner did not unlock the VIN from his mercedes.me account, so I cannot login to it and use those features. The instructions on the car screen says, take it to a dealership and they will open it up for you. Dealership 1: Chantilly, VA were so bad, with zero attention to detail on my requests, that they forgot to do it, and when I was checking out said I had to go to sales / finance and that they are incapable of handling it (amongst a myriad of other customer service snafu's that is not the focus of this post).

Then I call MBUSA. While the person was polite - they said they cannot help and that I had to go to a dealership. I told them I did and that they were unhelpful, uncaring and provided the WORST customer service of any dealership brand I've ever had before including HONDA, TOYOTA, AUDI - who were all far superior to Mercedes-benz dealership).

Then I called Dealer #2 - Tysons Corner and explain the situation. First the person said he does not have the equipment to do it - to which I expressed my frustration politely, told him how bad I thought Mercedes Customer Service is, and hung up. He then calls me back and tells me he can "help" me if I came to the dealership and brought my registration to prove that i bought it...

Read the above carefully - HE LIED on the 1st call - when he said he does not have the equipment!!! Isn't that enough to show how little most mercedes dealerhips think about customer service?

When I tell him I do not have the registration yet, because the selling dealer has not mailed me the title yet (it will take another month), but I can bring the purchase paperwork, bill of sale etc - that was not good enough for him!

MERCEDES-BENZ IS HAS THE WORST CUSTOMER SERVICE QUALITY AMONGST ALL MY PREVIOUS BRANDS, NO MATTER HOW GOOD THE CAR IS - THIS IS A SAME AND STAIN ON THE BRAND.
IT'S FOOLISH OF THE COMPANY TO NOT LISTEN TO THEIR CUSTOMERS AND PUNISH THE DEALERSHIPS FOR GIVING THEM A BAD NAME.

I have heard similar complaints from many acquaintances & shame on me for ignoring those warning signs and buying a mercedes-benz anway!

Posted by alex


recently had service on my vehicle very dissatisfied car jared from cherry hill mercedes dealer didnt secure plastic covers underneath vehicle causing it to fall and scrape ground while driving causing mininal damage to bottom bumper its like everytime i go there car is never right in january had work done also and they were supposed to fix passenger seat car was held longer for no reason seat still dont work techs and manager need more accountability

Posted by Allan


2023 gls 450 Warning a danger for pet owners. Can't leave running with doors locked! Contacted Mercedas and told they designed vehicle to prevent leaving animal in car with engine running! Anti pet position and dangerous. Don't buy their vehicles if you are a pet owner

Posted by Lashandra


If I could rate the Mercedes Benz service Dept and their new policies a zero I would. I've always recommended and spoke very highly of Mercedes based on the experience and service that they have given. Not anymore.
I'm totally disgusted with the changes that Mercedes has chosen to make when getting your car serviced.
I'm on my 3rd Mercedes, meaning that I've had my Car serviced with them many times, which is supposed to be convenient for the customers.
They have made it so inconvenient for the customers by requiring a major credit card instead of being able to use your debit card to hold when needing a loaner car. I get to the dealership think that I was getting a loaner only to get there to find out that they do not
Accept debit. I have always used a debit card however without being told this when I made this appointment I was unaware. What a disappointment, I have other appointments scheduled that I made banking on having a loaner. You pay all of this money to them and they treat their long time retuning customers like this. I will now highly reevaluate my next car purchase. I'm not even sure if this complaint will make it to where it needs to go, or even if they care enough reevaluate their changes and what effect it has had on their working class clientele.
Not everyone has major credit cards to their disposal.
I believe this will be my last Mercedes Benz that I will purchase. I don't want to have to ever go through this again.

Posted by Walt542


Like everyone else I cannot get through to a service person. They always go to voice mail and then do not return the call. How the H are you supposed to get something fixed?

Posted by TC


I have emailed Mercedes customer service 3 times regarding the whole seam coming apart on my driver's seat. They have not responded to any of my emails. I have never had a problem like this with any car I've owned and Mercedes does not seem to care to help resolve the problem. I will never buy another Mercedes.

Posted by Allen


Service department at Mercedes Benz of Tampa, broke up my s450 front camera, we reviewed the dealership cameras and we saw the camera war working when I delivered my car to them, we also see that it wasn't at the moment they gave me the car back! Service manager sr said they are not responsible of that. They are charging me 930.00 usd for something they broke!

Posted by Penn


I purchased a new 2021 GLE 450 In June of 20212. The surprise was it came with Cooper Tires. It's unlike MB to include such low end tires on a luxury SVU. The bottom line the tires lasted to about 11,000 miles and to be replaced. Cooper did offer a prorated warranty credit through my local tire retailer. The limited warranty was for 55,000 miles.

Posted by MTK


Hi, my car has been at the dealership for over a week and i've constantly been lied to about the day I will get it back. The service manager who works with the technicians on the floor isn't able to give me a time of when they'll get my car done accurately. I dropped it off on thursday and they promised i'd have it by tuesday. I didn't even get a call so i called back and they promised by thursday morning i'll have it. It's friday evening and the service centre is closed till monday and they haven't even diagnosed the car yet. I went to the dealership today(Friday) and they do not seem to give a single f*** . They don't even have a replacement car. On top of that the guy kept being rude constantly. this is the worst customer service i have gotten in my entire life. It is a security code which needs to be put in for the car to start again, only a minor computer issue and they haven't been able to do that and they tell me it's next in line everyday. I will never buy a mercedes again and will advise everyone to stay away.

Posted by Lolo


Horrible customer support. Mercedes Benz owes me over $8600 and has been sitting on my money!
Representatives have lied to me about calling me back and when my refund will arrive!
I have had over 5 cars from Mercedes, I will never again purchase a car from Mercedes.
Even their technology is faulty!
Proceed with caution....

Posted by Cheryl Sandidge


So dissatisfied,I had my 06 e350 towed in June 28,carjumps in gear also needs overdue service today July 9 still don't know what's wrong with it, hasn't been put on diagnosisted machine I'm paying $25 a day to Uber to go to work at pt job, called today was told to call back Monday July 11 I'm not happy with Mercedes service very disappointed

Posted by Gurfmore


I am away from Home. The Mercedes vehicle has been in the shop for over 3 weeks waiting for parts.

Customer Service is an oxymoron. There is none. Push the blame down the line.

I've opened several Lexus vehicles. The difference in customer service is remarkable as Mercedes' has none. "The new motto for Mercedes' should push the blame to someone else.

Garbage

Posted by JEK


Worst customer service ever. Do not call in - just buy a BMW

Posted by skyad111


Waited 9 months for a GLA250 and found when it was delivered they deleted the hands free tailgate system that was ordered along with the interior release button. Tailgate is too heavy for me to lift and I cannot reach the handles to close the tailgate when it is open. Now I have a new car with a trunk I cannot open or close.

Posted by JT


Horrible customer service. Unreasonably long wait times to talk with customer service. On hold usually 30 minutes to over an hour each time I have had to call. I get the feeling that they do not care about the value of a customer's time. If this was a one time thing, it happens, but every time?

I have been waiting over 3 weeks for them to send my my title which when I called 1 week ago, I was told it was still in the vault. I asked why and was not given a decent answer. I was tol it would be expedited to me and here I am another week later still without my title.

Posted by Horrible mercedes


Don't buy a Mercedes.. it's toxic inside...do you research.
Google it.. they have the absolute worst customer service

Posted by Fauz Aziz


On November 25, 2016, we were at Mercedes-Benz of Arlington, VA dealership to buy 2017 GLC. This was our second visit in three days as in our first visit we test drove GLA and GLC and checked some other cars. This visit was to finalize the deal on GLC. However, we ended up leaving the dealership feeling disrespected and humiliated.



The assigned Sales Associate was very respectful, courteous and efficient. He went with us on test drives and discussed all aspects of the cars very professionally. It was the time when we were discussing the final price of the vehicle. The Sales Associate went to the Sales Manager, Mr Marcus Mignogna with our offers but the Manager walked in with him. During the 5 min talk with the Manager, we felt an EXTREMELY rude and aggressive attitude of the manager. He was literally yelling! We were appalled by his behavior as it was not representative of a company of good repute. On the other hand, from the very beginning we were polite, rational and calm which could be verified by other employees present there. At first, we assumed that it was his personality to talk in insulting and non-professional behavior but soon realized that it was something purposeful, biased and racist in nature. Since he continued his insulting, disparaging and demeaning tone and attitude, I stood up and told my husband that we should leave as it was becoming unbearable. As soon as he heard this, Mr Micnogna abruptly stood up and left saying, "I don't care!" Instead of telling us professionally how our offer was not acceptable to the dealership, he insulted us in front of his Sales Associates and our two kids.



One also wonders if his attitude was covering any form of discrimination! Whatever the reason is, I have decided not to do any kind of business, not just with this dealership but with Mercedes-Benz. We have given our business to BMW instead!

I hope you understand that such behaviors would affect your revenue because the customer is unlikely to come back. The company needs to think about educating their employees on behaviors with customers which will prevent the loss of business in future. We expected that a dealership of a luxury brand (or any brand for that matter) would value their potential customers. The first principle of any sales deal is courtesy and respect especially when the customer is being very polite and courteous.



I look forward to hearing back from you if you have any explanation for this incident.

Posted by Sam K


The Worst Car Company In The World From A Customer Service Perspective. All They Care About Is Their Dealers And How They Can Make Money By Screwing Their Customers. No After Sales Service Even When Car Is Under Warranty.

This Is How Mercedes Benz Of Salt Lake City Operates.

Save Your Self Thousands And Buy Another Type Of Car

Posted by Sam


Very bad experience with the quality of the Mercedes and the very bad service from the dealer in San Diego

Add your review!

Posted by Ed


My 2022 model C class developed a fault, my Mercedes dealership quickly found the cause of the fault and ordered a new part from Mercedes parts division . I have now been informed that the part is not in stock and on back order . I was also informed it could be many weeks or even months before the part is available !!!.
My car has been at the dealership for over 8 weeks ! To be fair the dealership have been very helpful and I have a courtesy car. However Mercedes customer service have not responded to my telephone calls seeking help to expedite the part or my e mail complaint about the parts delay lack of information . This is my first Mercedes and probably my last after this disappointing service . Be warned before you purchase a new Mercedes

Date of experience: 06 October 2023


.......
1 review
GB

Posted by Anonymous


Dave is a terrific customer service contact.
I have been working with him for years!
Never disappointed

Posted by x4 M40i


Mercedes Benz of Tampa, Great Service from Garzie and Greg. We need more people like you guys to represent organizations.

Posted by Cynthia


I received Excellent Customer Service from Ben & Nathalia. Thanks a Million.
Cynthia

Posted by Mercedes Benz Markham


I am very fortunate to own 2 Mercedes Benz cars and I came into contact with a salesman who no longer works at Mercedes Benz in Markham. He had introduced me to Mr Cornell Poitras at Customer Service and his service is exceptional. He is very detailed and attentive. He listens to your concerns and resolve issues. Cornell also referred me to Ethan Yu once an I was also pleased with his service. I will strongly recommend Cornell with his excellent mannerism, attention to detail, exceptional customer service.

Posted by MBdriver


Mercedes is very good with customer service. Only company that I don't leave the dealership pissed off.

Posted by Anonymous


I really dont know what people's problems are. I have had the best of times when I was with Mercedes-Benz, still am!

Posted by Anonymous


I have had no problems with them. Ever.

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Company News
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