Recent Reviews from Mercedes-Benz of Reno

Very helpful nice staff very busy but everyone is nice

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Two weeks turned into two months. The service department needs to revamp how they attend people. They need more staff.

Exceptional Mercedes Service Experience I recently had the pleasure of visiting a Mercedes service center, in Reno, for regular maintenance and repairs, and I must say that my experience was nothing short of exceptional. From the moment I walked in, I was impressed by their commitment to great communication, efficiency, and customer satisfaction. One of the standout aspects of my visit was the service center's exemplary communication. The staff (Marlon) members were incredibly friendly, knowledgeable, and eager to assist. They took the time to listen attentively to my concerns, thoroughly explaining the necessary repairs and maintenance procedures in a way that was easy for me to understand. I truly felt like a valued customer throughout the entire process. Moreover, the speed at which the service was completed was truly impressive. Despite the busy nature of the facility, they managed to promptly address my vehicle's needs without compromising on the quality of their work. I was thrilled with how efficiently they managed their time and resources, allowing me to get back on the road as quickly as possible. In addition to their excellent communication and quick service, I was also delighted to be provided with a loaner car during the duration of my vehicle's stay at the service center. This added convenience ensured that my daily routine remained uninterrupted, as I could continue with my regular activities without any inconvenience. The loaner car was well-maintained and comfortable, reflecting the commitment of the service center to customer satisfaction and convenience. Overall, I highly recommend this Mercedes service center of Reno for anyone seeking top-notch service. Their exceptional communication, quick turnaround time, and provision of a loaner car truly set them apart from other service centers. Whether it's routine maintenance or more extensive repairs, you can trust this establishment to deliver an outstanding experience. I am thoroughly satisfied with the level of service I received and will undoubtedly return for all my future Mercedes service needs.

I have never received this level of bad service at any business anywhere. They held on to my car for almost two months without any communication whatsoever. Every call and text went without a response. The problem is from the management because even the management fails to respond. I had to walk in a few times demanding an answer. After two months I sat at the service department for one hour at the threat of calling the poultice department for holding my car. They brought my car out with the same problem I dropped it off at. I asked for a refund because nothing was changed. They did refund me but the manager Derrick was violent and grabbed paperwork from my and hitting my hand. I drove my car off with the same Robles and the physical aggression was unacceptable. I will report this to MBUSA

Took my car in for service. It was done quickly, service rep was friendly and waiting room was comfortable.

Very pleasant experience. I've been in other MB service centers in Bay area. Reno was not a disappointment. Very pleasant - all the people I interacted with were curteous helpful and happy. Wiliam explained all the findings, helped to get the work done quickly and listened to my concerns. . Pricing was also very competative which surprised me. Generally, I expect to pay a little more for MB service but actually, it was competative. The service and pleasant surroundings is very nice.

Every detail was professionally explained by Sean to us and articulated clearly to the mechanics. He assured us the process and accurately predicted and executed everything promised on time. It was a minor repair (Start Battery) and a recall matter, also included a complete safety check. In this experience we feel very confident and have the trust to continue bringing out 2 MB to Reno while asking for Sean.

I waited for my Sprinter to be serviced and it was completed two hours ahead of the estimated time. I’m very pleased with the service.

I really want to give 5 stars but the overall lack of communication and incorrect information was just to great to do so. Having to call a call center to have someone return your call is just awful. Each time we could not reach a service person they told us to call back in 90 minutes. This went on for two days before we finally drove to the dealership to see where our vehicle was and when it would finally be returned to us.

Our Mercedes Sprinter van has been in twice this year for service due to a fallen branch and regularly scheduled maintenance. While the service department has been overwhelmed with Sprinters and under-staffed, the service department has been responsive, communicative and great to work with. The first time our van was in, it was an extended stay, but our contact reached our regularly so that we did not feel forgotten. The second time, MBR had assigned a dedicated Sprinter Service Manager, Phil. This was a great move as Phil is exactly the kind of guy for this job. He is friendly and helpful to clients, understands Sprinters and is working hard with the service team to prioritize issues and keep them moving through the system. He took the initiative to coordinate with the body shop who did repairs incorrectly to help resolve our issues and get our van back to us as quickly as possible.

The staff were excellent especially Jaclyn Bohall. She was super responsive when I needed something. She followed up with me after my purchase which doesn't happen with other dealerships.

Not all of this is the fault of the service department. I contributed to the massive ?fubar? experience. I would also like to say that this is the first time I have had a problem with the Service Department. I scheduled an appointment for what I thought was Thursday morning. It turned out my appointment was for the following day, Friday. The Service Department was very accommodating and took my car anyway. Thursday, the service agent called and said they needed to keep the car and finish on Friday. Ok, that was my original appointment anyway. On Friday afternoon I received a call and my car was not ready indicating fixing the recall items was taking longer than they thought. He indicated I could come pick up the car for the weekend and bring it back or leave it and pick it up totally finished on Monday. Here is where I MADE a disastrous decision: I quickly thought about my weekend plans and didn?t think I would need my car, so I told them to keep it. My mistake. But here is where things went very wrong. On Saturday morning, I learned I needed my car for a very important reason. I called the Service Department and left a message. No response. I tried later, no response. I finally figured out I was reaching a ?call center? somewhere, but not at the dealership in Reno, NV. I pleaded to get a local number to call and got a recording. I left a message, no response. I think I left about 5 messages on Saturday. I missed the deadline when I needed the car on Saturday. No calls back all day Sunday. Monday came and no calls back. The call center looked up who my service guy was and gave me his direct phone number. (To be fair, he had given me his card with his number on it, but you won?t believe me when I tell you my dog ate the card. She really did.). In any event, I left a message on his direct line. I thought for sure that after all my messages left on Saturday, that someone would call first thing Monday morning. They didn?t. I had gotten a ride to my work Monday (30 miles outside of Reno) and was looking for a ride back to the dealership, but had no idea when my car would be ready. I was desperate to speak to a human in RENO to find out the status of my car. Finally, late afternoon on Monday I called again and instead of pressing the ?service? button, I pressed ?sales?. A man answered and I asked if he was physically in the Reno dealership. He seemed puzzled, but said, yes he was. EUREKA! I got a live human in the place where my car was being held hostage, I thought. I implored him, not to hang up, but could he please go back to the service department and see if my car was back there or if I could speak to a real live human in service. What a savior! He did just that and put a man on the phone who could tell me my car was ready. I asked what time they closed. At this point, I am 30 miles away in Carson City and would not be able to get there before they closed. This very nice man offered to leave my keys in the Sales Department who stayed open later. So, the end of this saga is that I got my keys about 7 p.m. Monday evening and all was right in the world.

Mercedes Benz of Reno, along with Sean Bouthillier, made my recall a very pleasant experience. As it turned out, the recall didn't apply to my car, but the service department did a check of all fluids, tire pressure, etc. They are the best as is Sean, my Service Advisor!!

We have been Mercedes owners for 15 years and currently own 3 Mercedes in our family. My son scheduled an appointment for a simple Check Engine light inspection for Monday, May 1st and dropped the car off first thing in the morning around his busy college schedule and Ubered back to school. Having not heard a peep from MB Reno for 3 days, we called them on Wednesday and were told they would have a rep call us back... nothing! I called again on Friday twice to escalate this and never heard back AGAIN! We finally got a return call on Monday (7 days later) for them to tell us that they hadn't even gotten to the car and they would need it for another 1 1/2 weeks! This is ridiculous as it's a simple process of plugging in the diagnostic computer and it spits out a report of the error code which they can do in 2 mins and report back to us with the problem. Two weeks earlier, I purchased a used MB GLS450 from the local Range Rover dealer lot so I called my sales guy there and asked him a favor to run the car in to their shop and run the diagnostic - he had us in there within 2 hours and had a report for the error which was a simple/non-harmful emissions issue. With THREE Mercedes cars right now the inconvenience of this dealer being 40 mins away from me and NO loaner cars (EVER!), I will never use them again and will go to a local ASE mechanic closer to home!

Marlon was such a treat!! I look forward to going back.

My service Representative was very helpful thank you

We recently relocated and I’m sad that this Mercedes location is the only one available. Customer service is lacking in all areas… no follow thru, long hold times, no one seems to know what’s going on. Highly disappointed.

Interaction started bad. had appointment for 8 am. waited 10 minutes before being greeted or acknowledged. had to stand around-- no place to seat. waited another 10 minutes before being helped Service was fine, claimed car was washed--but it did not look like it was. The best & only good thing was the shuttle service & driver--I give him 10 out of 10

i can always count on reno mercedes benz service department to take care of all my auto needs....marlon, my service representative, and the service techs actually care about my safety first and foremost....what more can a customer ask for?

Good experienced agents. Helpful in all regards. No complaints about the process. Good follow up.

Great experience. Would definitely recommend to others to go to this dealership.

Took my car into be serviced and to have the sunroof roller fix (stop opening). Kept telling me the part was ordered and needed to keep my car. After 9 days I insisted on my car. Told me repeatedly the part was coming. No further communication from service. I called 3 weeks later. Told me the part was in and made an appt. They had my car again for 8 days. I was lied to repeatedly. Apparently they forget that my car is connected to my app which lets me know when they start my car or unlock it. So frustrating.

One and done with this incompetent business. My car was not fixed for my complaint of a fluid leak. After 16 days there and 21 unanswered voice mails, I picked up my car with no evidence of any work done, but a $400 bill. Unbelievable shoddy customer service.

The service department is a HOT entire mess

The service advisor who specializes in Sprinters was great, but he wasn’t there when I checked in. Unfortunately, the advisor who was there did not hear what I asked them to check, despite repeating my requests three times because he documented them wrong. $2300 later, the service was complete, but my only one of my other three requests was addressed.

Purchased a new car at MB of Reno. Waited quite awhile for the car to come to the dealer, but they kept me updated and called me as soon as it was in. Jackie was an amazing salesperson!!

Cars all over the place - not able to keep up? Got a bad service advisor. I made an appointment that was rescheduled by the service advisor, Marlon, the night before I was to bring my car in. I was emailed by the service department on the day of the original appointment as to how my service was going or when was I going to show up with my car (the original appointment hadn't been deleted) and when I brought my car in the next week there was no appointment in the computer. I needed a minor service (70K miles) and I asked them to see if they could repair the latch on the sunglasses compartment (it wouldn't close). Told them I didn't want to spend a lot on the sunglasses compartment. They cheerfully took my car and Uber'ed me to work (no loaners available) but didn't get to it that day. Couldn't reach Marlon in the afternoon to find out they hadn't gotten to it and had to find my own ride home from work. Worked from home the next morning until the car was ready but they denied me an Uber back to the dealership to pick up my car (I live 25 miles away). Looked at the bill they texted me and there was a $229 diagnostic charge to look at the sunglasses holder and confirm that the latch was broken and the whole upper console would need to be replaced ($500 for just the part). Marlon said that was what they charge for diagnostics. I don't think they had to hook the car up to the diagnostic computer to get repair codes for the sunglasses holder, so I tried to call the service manager, Derek. I couldn't get a call back from him for 2 days, so finally paid the bill so I could get my car back. When I picked it up saw Derek and he arranged the refund of the $229.

Mercedes of Reno, NV has taken excellent care of my C300, Everyone is professional and courteous. and always explain in detail needed parts, service or repairs to make my car run like new.

Cars all over the place - not able to keep up? Got a bad service advisor. I made an appointment that was rescheduled by the service advisor, Marlon, the night before I was to bring my car in. I was emailed by the service department on the day of the original appointment as to how my service was going or when was I going to show up with my car (the original appointment hadn't been deleted) and when I brought my car in the next week there was no appointment in the computer. I needed a minor service (70K miles) and I asked them to see if they could repair the latch on the sunglasses compartment (it wouldn't close). Told them I didn't want to spend a lot on the sunglasses compartment. They cheerfully took my car and Uber'ed me to work (no loaners available) but didn't get to it that day. Couldn't reach Marlon in the afternoon to find out they hadn't gotten to it and had to find my own ride home from work. Worked from home the next morning until the car was ready but they denied me an Uber back to the dealership to pick up my car (I live 25 miles away). Looked at the bill they texted me and there was a $229 diagnostic charge to look at the sunglasses holder and confirm that the latch was broken and the whole upper console would need to be replaced ($500 for just the part). Marlon said that was what they charge for diagnostics. I don't think they had to hook the car up to the diagnostic computer to get repair codes for the sunglasses holder, so I tried to call the service manager, Derek. I couldn't get a call back from him for 2 days, so finally paid the bill so I could get my car back. When I picked it up saw Derek and he arranged the refund of the $229.

Sometimes it is difficult to reach a live person who can provide help or an answer when phoning in. Also, the waiting area inside the service area is not very adequate if your service contact is busy (i.e. no place to sit & wait; I didn't see a coffee or water self-serve station anywhere). These are relatively small items though; when I am able to get through to a live person things go well.

I paid over $2k for a regularly scheduled service A just 5500 miles ago. Yesterday, my bluetec DEF light came on, indicating the level was low. (It's part of the emissions system on diesel engines) They were supposed to DRAIN and REFILL this tank as part of this service. A full tank lasts between 10k to 12k miles. A low level after 5500 miles means they didn't actually do this part of the service. I wonder what else they didn't do. 😞 Avoid these people if you care about your car.

Update April 30 2023: The Reno MB dealership seems to be on its way to returning to the pre-Covid service experience - I was able to get a maintenance appointment within 2 weeks of scheduling and the service was done efficiently. My customer service guy was awesome, doing all he could to ensure my wait was minimized and major service got done by the time I needed my car again (same day) since still no loaners available. He also gave me a coupon to cover the cost of a car wash since the dealership’s carwash is currently not operating. The Reno MB dealership was always a positive experience pre-Covid. Pre-Covid they were consistently responsive with fast and thorough service at a fair price, and even proactive offering suggestions and reminders to keep my Mercedes running at its best. It used to be easy to get an appointment and needed service quickly. Even during the height of Covid I was able to get a loaner vehicle from them (same day) when they needed to keep my vehicle longer (due to staffing shortages) than the less than 1 day usual maintenance service time. They seem to be coming back - I was able to get a service appointment within a couple weeks. The service was good, unlike last time (in 2021) when they failed to do a major component of service and I had to go back and insist they complete the service (a warning light was in my Dash and they blew it off) of my vehicle that was missed- that was when they gave me the loaner same day do they could take time to fully service my vehicle (which is my only car and I rely on it to work etc). This time they fully serviced my vehicle and checked on a different warning light and there is a major repair needed, forwhich they need to keep my car for over a week BUT no loaner available ??! So I’m waiting for a loaner bc I can’t be without a car and will have to keep checking w the dealership for a loaner and hope my car does not get more damaged while I wait for service and a loaner. It’s not possible to get a rental car - the dealership should really have loaners immediately available for these emergencies and extended service situations. This dealership does otherwise still strive to provide good service though.

From start to finish the employees of Mercedes-Benz of Reno were great to work with. We are very happy with our recent purchase.

Lance was so wonderful and helpful! Great…GREAT customer service. Thank you 😊

Terrible service and communications 3 weeks they had my van for recall items basic service and sensor issue. After 3 weeks and a couple texts not clearly letting me know status I arrive to find half the service was done. My van is brought around filthy and as I jump in the seat almost falls off the pedestal as I drove away with my 4 children in the car. Come to find out the seat bolts were not put in the fuse blocks were disconnected and laying under the seat. After having waited an hour just to get my incomplete van I was told to wait again when I went in to point out they didn’t finish putting in my seat. So far not a response to an email and phone call to service manager or update on remaining open item. I can only question what was actually done on my van.

Great helpful service. Got me a loaner car as I live an hour away. Quick overnight fix with part in stock which never happens!

Took 24 hours for oil change. Haven't heard back regarding 2nd issue with vehicle. I called twice and was told someone would call me back and nope no one called me back. Twice! Young man that assisted me 5 star. The service one star.

I had to sell my husbands car, which was not a pleasant thing. I was really worried about going to a car dealership to sell it, these people were fantastic. They did give me a little less than what they originally quoted me, but that was OK to I cannot say enough good things about these people, if you need to buy a car or sell your car, I would definitely recommend them. They treat you like a real person which in today’s world that’s hard to find. There was a little bit of a problem getting my check, but Mia hand-delivered it to my home. I would call that going above and beyond her job duties again I had a fantastic experience.

Timeframe was not what was initially told, now have to come back a second time to finish repairs. Staff seemed way too busy to provide adequate service. Clean facility and quoted price was honored.

We had a very poor experience with the service department. Our car was in the shop for almost 3 months for repair and waiting for parts. Unfortunately we then had to bring the car back 4 times to fix the distronic system. The service department appears to be less than competent.

The actual service was fine. i left two messages with my service representative but did not get a response. When I called a third time on the general service line, when a junior person who answered, told me my representative had gone home (not true) and as I needed a ride, since it was after 5 pm, I would have to wait until the next day. I finally talked with the Service Manager who ordered me a Uber and I was able to get to the Agency and pick up the car.

Just bought a pre-owned 2020 Toyota RAV4 from this dealership last week. They were very easygoing and not pushy in any way. We traveled a few hours to pick it up and they made the process quick and easy. Steven was very kind and easy to chat with while we filled out all the paperwork. I would recommend this place.

Will set realistic expectations, under promised and over delivered! Dean was a fantastic courtesy driver, as always.

The service center is extremely busy, it took 7 business days for them to check my vehicle, and I needed to call multiple times. Unfortunately they are not authorized to service Smart Cars so the main issue wasn't identified or resolved. The few staff that I interacted with were polite, but there's a major bottleneck in the workflow, or they are understaffed or both.

Great people to work with.

Excellent service!

The WORST SERVICE EVER!!! It's been a WEEK of waiting to get my car back due to a FLAT TIRE!!!!! No cordial phone calls. You call, leave a message and they do not return calls. So all the reviews that have one star, please read them they are all on point!! They should had call me and told me how long it will take so I can rent a car at least. So here I’m at the mercy of MERCEDES BENZ OF RENO.

Will was very good with our service.

Great place to buy a car. No pressure and very helpful sales staff. It was a very easy process. The service department is the worst. I called 5 times over 6 days with no reply. I finally just went in as was ignored. Finally got the car in and they had it all day to fix a cup holder. I called several times to check on the status with no picking up the phone or returning my call. I had to physically go in to get answers. I would give negative stars for the service department if possible.

Excellent service from Sean. Thank you!!

Brought in our vehicle for a recall on March 12th. We had zero communication until we received an email asking if we are interested in doing $10K in suggested repairs. Called the location to have someone go through the suggested repairs with me. No return call. We declined all the suggested repairs online because we gave up on the idea that someone would call us. Early April we call everyday to find out the status of our vehicle we everyone out of the office and no call back. Literally about 8 phone calls. My husband finally reached out to corporate and filed a formal complaint. After that someone completely new at this location reached out and said they had been on vacation. This was around the 6th of April. So they were on vacation for about three weeks I guess. They offered to take money off the suggested repairs which we declined since it was a tiny amount off and at this point may have taken months to get the car back. I would think that our situation may have been a one off for this place but then I remembered my Uber driver picking me up from Mercedes when I originally dropped off the car and told me good luck, his daughter's car had already been there for 15 days without any word of getting it back. This place really needs to get it together.

Had a recent service done. Charged me $200 more than the verbal estimate I received. Waited 4+ hrs! I really appreciate being charged $13 for a $2 key battery I was never asked to have replaced. They just did it on their own and then charged me. But made it seem like they did it for free as a courtesy, nope. Charged 3 hr flat rate labor. The technician was done in 45 minutes, I understand how the flat rate system works but that's not even close. Either the technician cut corners or I was completely overcharged. Either way it's not OK to charge customers for almost 2 hours of labor that was never done. The service department has so much turnover. The dealership itself is a poor excuse for a Mercedes-Benz dealer, completely outdated and doesn't represent the product at all. Typical AutoNation dealership

William Goodpasture is my service agent and he is very pleasant, caring, thorough, knowledgable and responsive. I will request him every time!

When the electronics in my six month old C300 went haywire and was left for service with Mercedes Benz of Reno, where I purchased the vehicle, the entire experience was an absolute nightmare. Call after call went unreturned, even when attempting to verify whether or not the vehicle had been in a collision after he Mercedes me app on my phone sent an alert saying it had been. After two weeks of run around and being ignored the only way I finally got answers was to physically take myself down there. Honestly the worst, most stressful and frustrating customer experience I have ever had with a car dealership. I would give zero stars if I could.

Phil, our service rep was the best one I have ever had when coming in for service. He didn?t keep me waiting and was fair on what the vehicle needed. However, the amount of time it took for my vehicle to be serviced was unacceptable. My appointment was for 10 am and my vehicle wasn?t done until 4:30 pm. Phil did say that he would make sure that didn?t happen next time. I love my car, but I hesitate to purchase another Mercedes because of the service issues. Phil has been my most positive experience with service since I purchased the vehicle. I do not recommend anything to friends.

I attempted to have my Mercedes serviced here. I was ignored entirely. Unbelievable experience, they clearly do not need any service dollars here.

Marlon was extremely helpful and took the time to call and text with updates of when my car would be finished.

This is by far the best service accorded from the moment I pulled in there was a gentleman to assist me and give me direction to where to go. Will G. was exceptional and fully attended to my needs and offered the different options that were available. The vehicle was fixed in a timely fashion and there was constant communication among other things. Grade 10/10 Much appreciated for the best service ever. The vehicle is running smooth and as intended.

I must now officially break up with Mercedes and I will never buy another vehicle from them. And, I encourage you as well to never darken the door of this dealership. Why? Because of the complete lack of service. Let me explain. I brought my car in because it didn’t pass the smog test. This evaluation was fraught with delays and lack of communication. After finally retrieving my car and faced with over $5,000 worth of repairs on a 2013 car, I wanted to determine the next course of action. Starting on March 7, I called and texted my service rep. To date, I have NEVER received a phone call back. At one point, I called the service director three times in one week. I finally DROVE to the dealership and met the General Manager, Steve, over one week ago PLUS left a voice mail. I still have yet to receive a call back. WOW! If you live in Reno, your next closest dealership is Mercedes of Sacramento. Trust me, buying a car without the ability ever get it serviced, is an exercise in futility. Stay away!

Service dept had my sprinter van for over a week for a "1-2 day" warranty service. I called 4 times and left messages asking for an update. No call back. Ended up picking up the un-serviced van for a trip I had planned. Maybe I'll have better luck with another dealer. Update: Called Steve the GM last week and left a message haven't heard back since.

Bought a 2023 S500 from this dealership. The Sales staff were extremely customer friendly and followed up on each commitment. Compliments to Jackie Bohall who was my sales rep.

Service department is, unfortunately, a chaotic mess. It begins with a broken online reservation system, unthinkable in today’s business world. If you need repairs other than warranty work, locate one of many independently-owned shops in Reno.

Maia was awesome to work with. Very kind and professional. She addressed all our questions and the entire transaction was stress free. Thank you for excellent customer service! Will recommend Mercedes Benz of Reno to my friends!

My most recent service visit with Mercedes of Reno was as smooth as silk. As a Realtor, I cannot afford to be without wheels. Dave Rowe, who sold me my car, is always amazing. He handled and got me set up with a loaner car, which was seamless. The new Service Manger Sean Bouthillier, is a true pro. Friendly, accommodating and he did an excellent job of explaining the service process. I felt like I was a VIP customer! My GLA runs great and as a bonus it was returned clean (well, until I got back up to the snowy Sierra). Many, many thanks! Camille Duvall, Truckee, CA. #mercedesownerforlife

I love this place, people are very nice especially the people at the service department. They are very attentive and does a good on my car.

Marlon was so amazing and helpful. My car was constantly smelling like gas on the inside. We?ve taken it in before and they said they couldn?t find anything. I told Marlon how strong the smell has gotten. He made sure everything was checked and found the problem! It was fixed in no time

We needed some warranty work on our 2019 Sprinter. Sean got us in and out very quickly with a multi-point inspection performed also.

Good job all around. Marlon was on top of things from the beginning and kept me informed.

The service department is the issue. It takes a month to get an appointment. The people are rude to customers, probably because they are swamped and over busy. They promise a car to use but every time they were unavailable saying they have a small fleet. Go to lexus, their dealership is run perfect

First time a this dealer. No one outside to check me in. Took 10 minutes for someone to note my arrival inside. Was told I just needed an oil change and hose replacement. 4.5 hours later I finally got my car back. The hose order was supposed to be delivered in 2 days. Haven’t received a call and it’s been 3 WEEKS. Service Manager didn’t come out of his office to check on disgruntled customers in the waiting area during the entire time I was there.

We needed some warranty work on our 2019 Sprinter. Sean got us in and out very quickly with a multi-point inspection performed also.

Friendly, Knowledgeable . No Pressure.. felt very comfortable making a decision.Awesome customer service.

There’s nothing I like about this dealership besides the general manager. He has been the only help since purchasing our vehicle. I will never buy another Mercedes nor will I recommend one to a friend. The worst car buying experience ever. Recently had a B service done which is basically just an oil change and it was almost $500.

Great overall experience with service department and Marlén the service advisor was very professional and kept me well informed with the progress of my repairs, just wish it would have been shorter repair period, but the did provide me with a loaner and it all got done and I am a happy camper now

Daily information on service progress was appreciated. Overall experience was very good except for picking up vehicle. Apparently, someone was quite irritated they had to work on a Saturday.

very nice, professional, and quick. Sean Bouthillier my service advisor was awesome.

So I used to really respect this place. And refer people here. Due to their fairly priced used cars (which I still will based on that) and usually their fairly priced offers of vehicles based off KBB. I sold a 06 jaguar to them and they gave me the KBB value.. which I thought was very fair. Considering they'd still make a decent profit of $5k or more.. this time . I take my low miles 136k 2006 ram 1500 4x4. Full tow package. KBB was $11,500. But I was at least expecting a 8k offer. Considering they sell the same exact truck with almost 200k miles for 14 or 15 k. (In worse shape then mine). They offered a ridiculous $2k offer. Two thousand dollars. For at minimum a truck they can sell for 13k easily.. I mean how much profit do they need to make here.. course I wasn't dumb enough to take the deal. But I just hope nobody is that financially stressed to let a place like this rob you of your vehicle so they can make thousands on profit.. $2,000 for this truck.. like wow.. that was the biggest insult I've ever had.. literally. it's true millionaires are the greed of the world..

David was very helpful and knowledgeable about Mercedes. We were in and out quickly and efficiently

Wonderful experience and 1st class dealership.

Terrible. They've had my van for 2 months and no one will call me back. Don't buy a car here and definitely do not take your car here for service.

Very nice, professional, and quick

I’ve been buying vehicles and having them serviced here for over 20 years. All of the employees that actually cared about customer service are gone (Gerard, Joe Kwanny and Brandon). They are obviously a horrible place to work considering the turnover. I would NOT recommend purchasing or servicing your vehicles here. It’s been going down hill since Auto Nation took over. I in fact purchased my last two Mercedes vehicles elsewhere. Had nothing to do with price, it had everything to do with the disfunction of this place!

I’ve been buying vehicles and having them serviced here for over 20 years. All of the employees that actually cared about customer service are gone (Gerard, Joe Kwanny and Brandon). They are obviously a horrible place to work considering the turnover. I would NOT recommend purchasing or servicing your vehicles here. It’s been going down hill since Auto Nation took over. I in fact purchased my last two Mercedes vehicles elsewhere. Had nothing to do with price, it had everything to do with the disfunction of this place!

My experience with the service department was one of the worst I have ever experienced. They have a skeleton crew, poor customer communication, poor internal communication then $75 for misc fees? How much can a shop rag and a pair of disposable gloves cost? BS! I love my Mercedes product but will not purchase another because of lack of service. Sorry!!

Honestly disappointed in the service I’ve received here lately. First off, after my initial service the service rep quoted me $340 for a fusion cover leak - when I asked him what that actually was/meant, he told me “I don’t know.” How are you gonna recommend something you don’t even understand? I then unfortunately returned the next week for concerns over a faulty sensor going off. I made an appointment ahead of time for 0700 on a Friday. My car didn’t even get a diagnostic done until the following Tuesday afternoon. And from there they said it would take 2 days to get the part necessary. Seeing as it was my only car and I work every day I took my car back (not surprising they never had a loaner car available). Good thing I did take my car back while waiting for the part because instead of taking 2 days for the part to come in it took 1.5 weeks. I realize they’re short staffed, but even communication throughout this fiasco was abysmal. I had to basically beg for updates.

Maia was very professional, friendly and efficient. I was very pleased with her service. I chose her over Ford to sell my car due to her prompt , reasonable offer and no pressure approach. I was very pleased with my encounter with her and Mercedes Benz!

Getting better, but if your service is scheduled for 90 minutes, then it shouldn't be 3 hours. With that said, I've seen a vast improvement in the advisor communication and client interaction. It's always been a mystery to me, however, that the sales staff, seemingly not busy at times, doesn't come to the waiting area and interact with the people who purchased vehicles from them. I would think this would take the sting out of waiting more time than the service dept had promised. The shuttle driver came by and reminded me that shuttle service was available. We had a nice chat and that interaction was meaningful. I bought a Mercedes for the brand but also the service.

Hello! We are sure that Mercedes is already aware of the problems of their car, which we have purchased. We really hope that this fact in the life of Mercedes will remain for a long time and sooner or later we will forget all the bad things about Mercedes Benz, but so far ... this is not at all the case. Fortunately, there are great, generous, wonderful people who work in this Mercedes Benz structure, one of them is the man we met at the dealership supervisor Derrick Pruneau. Mercedes-Benz of Reno 11500 South Virginia Street, Reno, NV, 89511. Previously, we reported to you about one of the problems with replacing the EGR valve, which was supposed to happen under warranty, but you only cleaned it for us and the car broke down at 2 am on a highway in the mountains between Sacramento, California and Reno, Nevada. It so happened that it was on that night that there was snowfall, ice, and our car breaks down and does not drive at full capacity, but only 10 percent of its capacity, we barely climbed the mountain, and there are thousands of climbs. It was a very difficult night and we coped with it only because we were strong in spirit and character. We'll come back to this conversation with Mercedes Benz... Professional Derrick Pruneau listened to us, understood that we were desperate, heard that we were 3,000 miles from home and there was no way for us to queue a car for a month or two or more to solve a problem that takes two to fix. hours of time and it was voiced to Mercedes more than once. We somehow made it to the Renault dealership, where Derrick Pruneau did everything possible to replace the EGR valve, we were treated with understanding, love and tenderness - this is the best dealer center in all of the United States, Derrick Pruneau is a great professional in his field, more such! Health and happiness to him and his whole family. Mercedes Benz should be proud of a man like Derrick Pruneau! He is the best in his team! Thank you so much Derrick Pruneau!

Taking my Sprinter to MBReno for service turned out to be the worst service department experience I've ever had at any dealership ever! They definitely didn't live up to MB name plate and tradition of quality customer care. This was my first and last time I'll go there. I scheduled routine service and a couple recall items about 2 months in advance. After dropping off a day early, they didn't even begin on my vehicle for a week. So why schedule to drop off when they aren't able to work on it? Loaner car? Forget about it! They knocked out the recall items quickly so I thought things would go well after that. Nope! Before they completed the "routine 80k mile service", I was bounced between 4 service reps and ghosted for weeks. About 6 weeks after my initial drop off and numerous calls, emails, texts all the way up to call the General Manager- Steven Herrara (*sp) and another Manager named Derrick, I still had minimal response and the work was still not completed until the last couple of days. When I picked up my van they did reduce the original quote for my "troubles". But I honestly don't care about that because I'd rather pay for and have a good customer experience anyday over the frustration of dealing with MBReno staff and phone system ever again. On my drive home 2 hours away in Nevada, I discovered that two items I asked them to fix resulted in them actually breaking and making other things worse than before I took my vehicle in. l'll be going to another dealer to get repairs done to fix work that MBReno did (radiator housing, broken window & mirror controls, and cosmetic work on the door panel). This now causes me to have doubts in quality of all the other they performed. MB Reno displayed they do not have the staff to manage the volume of service related to Sprinters that they take in. From the top down, they also displayed a severe lack of customer care to live up to their promises. Sales guys were cool and one guy in service was cool too. I actually feel bad for them because I'm sure they are aware of the problems and they're just trying to make ends meet for their families. During the time MBReno had my vehicle for what should have been a two or three day service, I had to postpone travel plans, rent a car, and get the run around from their service department staff for weeks....definitely not acceptable, professional, or worth the headaches. Sales guys make customers, service guys keep customers. MBReno just lost one.

My car had 22,000 miles on it when I went to Oregon for Thanksgiving. The check engine light came on. It stayed in Oregon for a month to get a new engine. When I got it back home four weeks later, the battery light came on. I had to have it towed an hour away to Reno but the tow truck couldn’t get up here because of the snow. I picked it up a week later had it three days. The battery light came back on towed back down to Reno. Now it was the alternator., Oh, the alternator will be on Friday. This was Wednesday. Oops, didn’t come in on Friday oh, it’ll be in on Monday. Oops, the service manager wasn’t working on Monday and nobody picked up his list. So much for expediting. Then Tuesday in the morning they said OK it’s already. Then a little while later. Oops no it isn’t. I asked them to clean the inside. Nope. Didn’t even do that. After having the car for a week. And on and on and on. They didn’t even clean it when it was in Oregon for a month.

Taking my Sprinter to MBReno for service turned out to be the worst service department experience I've ever had at any dealership ever! They definitely didn't live up to MB name plate and tradition of quality customer care. This was my first and last time I'll go there. I scheduled routine service and a couple recall items about 2 months in advance. After dropping off a day early, they didn't even begin on my vehicle for a week. So why schedule to drop off when they aren't able to work on it? Loaner car? Forget about it! They knocked out the recall items quickly so I thought things would go well after that. Nope! Before they completed the "routine 80k mile service", I was bounced between 4 service reps and ghosted for weeks. About 6 weeks after my initial drop off and numerous calls, emails, texts all the way up to the GM, I still had minimal response and the work was still not completed until the last couple of days. When I picked up my van they did reduce the original quote for my "troubles". But I honestly didn't care about that because I'd rather pay for and have a good customer experience anyday over the frustration of dealing with MBReno staff and phone system ever again. On my drive home 2 hours away in Nevada, I discovered that two items I asked them to fix resulted in them actually breaking and making other things worse than before I took my vehicle in. l'll be going to another dealer to get repairs done to fix work that MBReno did (radiator housing, broken window & mirror controls, and cosmetic work on the door panel). This gives me doubts about the quality of all the other work they did now too. MB Reno displayed they do not have the staff to manage the volume of service related to Sprinters that they take in. From the top down, they also displayed a severe lack of customer care to live up to their promises. Sales guys were cool and one guy in service was cool too. I actually feel bad for them because I'm sure they are aware of the problems and they're just trying to make ends meet for their families. During the time MBReno had my vehicle for what should have been a two or three day service, I had to postpone travel plans, rent a car, and get the run around from their service department staff for weeks....definitely not acceptable, professional, or worth the headaches. Sales guys make customers, service guys keep customers. MBReno just lost one.

Brought Sprinter van in for A Service. Was told 1-2 days. It was nearly impossible to get a callback from the service advisor until the end of day 3 (a Friday), when I learned they hadn’t even started it, and would not until Monday. Monday came and once again it was nearly impossible to get a callback on the status until late afternoon. Fortunately it was ready and I was able pick it up Tuesday morning. I don’t know how well they did on the actual service yet, but based on my experience I will be looking for alternatives the next time.

Expectations were very clear at drop off and communication was great at pick up.

complete clownshow, more than 3 weeks with my vehicle there in service and nobody in service will return my call or email to give me status update

Excellent service- highly recommend this location.

I worked with Marlon as my service rep and he was absolutely AMAZING. Extremely friendly and kind. I didn’t feel like he was telling me what I needed to fix just to have me spend more money. He’s very honest & held my hand through the entire process! He was very communicative on letting me know the process of where my car was at during the service. Had my car back to me the same day and that was amazing. He’s the ONLY service rep I want to use at Mercedes now !

Great, fast

Excellent customer care and response. Sean's professionalism and personal attitude was greatly welcomed. He exceeded my expectations and will ask for him in the future every time I need my MB serviced.

Mercedes Benz of Reno. The first time I went into the store. Nichole my service provider was very helpful. Before I was about to pay for my service, I was talked into purchasing a service contract that was to save me thousands of dollars if I purchased it that day. I spent $4975.00 on this contract for A and B services for the next 2 years. When I went to pick up the vehicle, I was told that one of the items that they were to fix was operator error due to me not parking on level ground. The automatic sliding door was not working properly and not closing. I disagreed with his conclusion but hesitantly went on my way. 1 month later the entire automatic door track fell off and was dangling on outside of vehicle. I was traveling at the time and had to figure out how to take it off and just used door manually. It was difficult to keep open and the door almost smashed my child one time after I opened it. I tried to make an appointment to just come in and get it fixed and was told that they had nothing available for at least 1 month out. This brought me to my B service. So I figured I would have it fixed at the B service. I made an appointment and between my schedule and the fact that Reno only I guess has 1 technician for sprinter vans, I was able to finally get an appointment March 17th. Brought in vehicle that day. Waited for quite a while to get someone to help me but was totally patient with them, understanding they were understaffed. Gave the service provider the punch list and the B service and he said a technician would call for pricing on a few items that were on punch list. Had to call next day and leave message with friendly lady who said the service tech would call back, no call back on March 18th, called again on March 19th and same thing, no call on March 19th called again on March 20th and this time got disconnected and so I had to call corporate. When they called which is now 4 days later, I found out that they had done nothing to vehicle. I needed vehicle to get to work and asked if there was a possible loaner vehicle. I was told no and that if I wanted to come and get it I could. I did and asked for a refund of my service contract or at least partial. I was told that their hands are tied and that I could take the service to a different mercedes dealership. At this point I really dont know what to do. I feel like I am in a bad divorce. Corporate has called service manager and I am hoping for some resolve. Does anyone have any ideas. I am usually a patient friendly person. I dont want to leave a bad review, and I would be happy to change review if they at least gave me a partial refund on my service and I could go on my way. I know that they have that capability, yet they insist that hands are tied.

Excellent experience. Sean got my sprinter service done very quickly. A pleasure.

I needed tires for a trip and was happy to being able to get them shipped in very quickly .

They are trying their best, but being short staff at times makes it very difficult on the personnel and customers. There is a new Service Manager which is a great change and new service writer which is a definite improvement.

They are trying their best, but being short staff at times makes it very difficult on the personnel and customers. There is a new Service Manager which is a great change and new service writer which is a definite improvement.

Sean was amazing! Very friendly and helpful, got me out of there on time within the 2 hour window and went above and beyond.

I had my back rear tire blow out and needed it replaced immediately. Marlon Alvarez was my service advisor and took care of me even though I had no appointment scheduled. He ordered my tires and provided me updates multiple times a day on the tire orders and when the servicing was to start. He was a pleasure to work with and took great care of me during the process. All the service advisors are great there, but this was the first time I got to work with Marlon and he did not disappoint.

Horrible experience. Phone service is a joke. Called 5 days in a row and no follow up call. Had to physically go there 2 times before I could get any information on my van. They had it for 2 weeks and I was told 3 days when I initially dropped it off. Just a simple call back isn’t too much to ask. Being a contractor.. Time is money and they wasted plenty of mine.

The Mercedes team was very helpful and hostpitable. I had a great buying experience and would return!

Scheduled an appointment; once on site waiting time for a service rep was 20 minutes; unacceptable The service rep was very polite and effective

Well, I wish I had read the horrible Sprinter service reviews. They have had mine for 3 and a half weeks. No news, no calls, no work. Called two days, no call back. Let's see if they read this. Because they obviously don't know how to communicate any other way!

Entire experience was first class. From ordering process, to delivery, to finance, everything went off without a hitch.

Service was done well but the time they had my car was long. 4 days for routine maintenance and one other service. My service rep did a good job but I think he is limited by the availability of service staff.

Very good service. and I really appreciate!

Took my GLE 350 in for recall appointment and Will, who always takes excellent care of me, had me in and out in a hurry, and even had the tow cap cover I needed in stock. Will always makes sure I'm in and out and get my vehicle back ASAP. Thanks Will and MB-Reno.

UPDATE: IRONICALLY, I reached out to the GM TWICE before leaving my review. I shouldn't have to attempt to track him down again. My number has been left, repeatedly with the dealership, the GM and the Service Manager. SOMEONE can reach out to me. EXPRESS service... is not. Half hour to drop off. 6 desks, 1 service tech... another looking for someone's car, another trying to get help themselves. #hotmess Calling in for status -- 30+ minutes with no answers. This is not the first time this has been the experience. I doubt it will be the last. Were it not for the service package previously purchased I'd never be back. Given the product being offered here the expectation should be far higher. I don't need stellar service (which I've never seen here) but efficient service would be great. I can get an oil change well within the 90 minutes it takes to drop off and pick up and NOT be without the car all day. I guess it's my fault -- I bought used. Because that's CERTAINLY how I'm made to feel when they do deign to assist me. I don't love the car but it was what was available at the time in Oct 2021. Phone calls dropped, voice mails not returned, no way to contact or get status updates and when (after an AFTERNOON of attempts) I can get someone on the phone, the raised voice of, "Look, we're just so dang busy it is what it is" isn't what I'm looking for. And evidently, "it's gonna be like this for quite awhile" doesn't give me much positive outlook either. Do better Mercedes. I am wholly unimpressed.

Made appt two weeks in advance. Problem (inoperative electric locking mechanism) was described when appt was made. Delivered car on time. Service advisor promised call to let me know. No call until five days later when advisor said part was in and they would finish the job that day. No more messages from service advisor. Went to dealership three days later (Saturday) to pick up car. Work not done. Service advisor not present. Advised with apologies to check back on Monday. Finally got car back three days later. Price requested was MUCH higher than quote from service advisor when he first called to get auth to work. Finally settled on the amount the service advisor had first quoted.

Avoid the service department. They’ll take your car for an appointment and then you won’t hear from them for only the lord knows how long at this point, because I am still waiting. I had an appointment last week for a nail in a tire and an ‘OSR inoperable” message. I never heard from them well after my appointment had started, so I have called several times over the past few days to try to find out any info at all. What is causing the warning? Cost for repairs? Estimated time? Can I get a loaner or will I need a rental? Etc… and ZERO RESPONSE. I even called the “manager” number that was provided to others who have left bad reviews. Nothing. Nada. Every time you call they take your name and number and assure you that someone will call. I’m still waiting. They also assign you an “advisor” and during one call I was told that my advisor no longer works there and assigned a new one (days after my appointment which still hadn’t started at this point) Literally ZERO contact since my car was dropped off. I had the car towed in, so the only way I had to find out it actually made it there was by using the app to track the location. They couldn’t even look in the system to tell me if it was there! UNREAL!!! The appointment is over, but my guess is that they haven’t even started the repairs based on reading other reviews. I live in Tahoe so there aren’t many Mercedes options in the area, but next time I will be going to Sacramento and avoiding this business at all costs.

A continental run flat shredded at 65 mph. A flat bed picked up car and took the car and myself to Mercedes dealership. No problems with the great service for a new tire and service safety check for all systems. Had the car back on the road and me, on the way home.

Great experience dealing with Reno Mercedes on our recent purchase. Very professional and knowledgeable sales team. We were treated with respect and the delivery experience was nicely done. My salesman Dave Rowe was recommended to me by a co-worker and his approach and assistance got us the hard to find vehicle we wanted. We highly recommend Dave.

I’m not sure how AutoNation got a Mercedes dealership with as bad as their turnover and how understaffed their service department is. Maybe there is a large disconnect from Management and Corporate. Kwany Woo finally got the department working well, and when he left it immediately went back to what it was five years ago. Will definitely be looking for other vendors to send our sprinters for service. This last experience was only because there were recalls. Recalls were listed by Mercedes to take one to two hours and they had my van for two days And they didn’t even follow the recalls on the tire wear. Tire pressure was at 78 and just told us to call MB USA because we had to change the tires after 5k miles.

Will one the service team gave exceptional customer service with simplicity, confidence and care to see out the needs for me and my vehicle.

I have never been so disappointed in a Dealership as I was last week. My car was left out in the snow for a week. Numerous calls went unanswered. They didn’t seem to know where my car was. It was in for an oil change and checkup. One of the ladies that answered the phone was extremely rude. Calls and messages were not returned. When I went to the dealership after a week, they finished the job while we waited. The car was delivered covered in snow. I had to clear 5” of snow off the hood with my bare hands. The inside of my door had water dripping down into some buttons. My car has been garaged since I bought it and never left in the weather. This not what expected when I bought my Mercedes.

Told me it would take 1-2 days for warranty repairs. Sat for over a week. I called 4 times and left a message asking for updates but never got a call back. Had to go there and collect my van - still un-serviced for a trip I had planned.

Jackie was extremely friendly and helpful. I was firm that I wanted a pre-owned GLA250 prior to the change in body style. I also had specifics that I wanted. When there was nothing on the lot that suited me, Jackie took me into her office and pulled up some other dealerships that the Reno one has relations with. Very quickly, she found the exact car I wanted. In no time at all, it was shipped here, and it was perfect in every way. I was so pleased that Jackie took the time to listen to me and search so that I was able to get exactly what I wanted. At no time did she try to push me into something on their lot that I really didn’t want. It couldn’t have been a better experience.

Uber her car and fourths per service last week. And they were unable to complete it and on the day we scheduled, so they reached out to us and offered us a loaner car, free of charge. Further, the service representative was very communicative, and updated us via text message, Promptly!

Excellent experience. Marcos, Chance, and Nicholas were all fantastic and made the process incredibly easy.

Thanks to Marlon for all of his help!

Was told that I could get a temp car when bringing in mine for service . Planned my entire work week around this. When I drove 1hr 1/2 to get there they told me “oh that’s just something they say” . So didn’t get serviced. My car now in for service has been in there for a week after I mentioned I need my car for work. For 3 days I spent calling them no one got back to me to tell me what’s going on. When I get frustrated they act like I’m the one out of line. The only other Mercedes I can get service at is 2+ hours away .

Xavier who made my appointment was amazing, kind, patient, and helpful. However the person who I checked my car in with was extremely condescending. The dealership will not return a call at all. I called all day yesterday to try to setup a shuttle to come get me. I was told someone would call me back within less than 30 minutes and I called in ever hour and a half to two hours and nothing at all. Finally the girl suggested I speak with the gm, said she emailed him directly and sent me to his voicemail around 430pm, never heard a word from him either. I called again the second u woke up at 9 this morning and was given the same run around that noone was available. I told her I went through the same thing yesterday then she magically got ahold of someone who said they would call when the shuttle got back to the dealership. I told her I needed a call back asap as I cannot work without having a timeframe and it was extremely important I spoke with someone asap to get this figured out. She said she would tell him. It has now been almost an hour and a half and still no call from the dealership. I have never had this poor level of customer service from any company, especially shocking coming from a name like mercedes.

Xavier who made my appointment was amazing, kind, patient, and helpful. However the person who I checked my car in with was extremely condescending. The dealership will not return a call at all. I called all day yesterday to try to setup a shuttle to come get me. I was told someone would call me back within less than 30 minutes and I called in ever hour and a half to two hours and nothing at all. Finally the girl suggested I speak with the gm, said she emailed him directly and sent me to his voicemail around 430pm, never heard a word from him either. I called again the second I woke up at 9 this morning and was given the same run around that noone was available. I told her I went through the same thing yesterday then she magically got ahold of someone who said they would call when the shuttle got back to the dealership. I told her I needed a call back asap as I cannot work without having a timeframe and it was extremely important I spoke with someone asap to get this figured out. She said she would tell him. It has now been almost an hour and a half and still no call from the dealership. I have never had this poor level of customer service from any company, especially shocking coming from a name like mercedes.

Excellent attention to detail.

I brought my 1998 MB S320 W140 in for a wheel alignment. My service advisor Brandon Muhlenburg addressed my issue to my complete satisfaction. He offered and assured I was provided shuttle service and effectively communicated with me throughout the process. I am very particular and my personal experience was rated 5 stars. S. Baron

Worst service department. They’ve one lady who attends the call, doesn’t have any response other than “we will call you back” and forwards the call to an answering machine, when asked for escalation. No update ms will be sent on the status of the service. No loaners will be provided. They will hold the vehicle for over 5-6 days for a simple yearly service. It’s a huge inconvenience to having your vehicle sent to this shop. If there was another showroom in the city, I would definitely avoid going to this showroom. Can’t say enough how poor this location is operating. Wish Mercedes considers feedback on their service centers seriously to bring back this location to life.

Service dept has gone downhill in the last two years. Terrible experience and no communication.

Poor service department. Horrible at communication. Go to a private mechanic. Don't go here or you may be waiting months.

We had a good experience. Helpful sales person but no pressure.

Friendly, good service. Communication was great.

The entire team at MB of Reno were prompt, attentive, and super easy to deal with. Quite possibly the best car buying experience we have had. Thanks to Jackie, I got my black GLC with all the extras, just like I wanted. Thanks Mercedes of Reno, we had a great experience and highly recommend you to our friends and family.

Everything was great and Brennan always is very efficient

Don't waste your time or money with these people, they are completely incompetent and on ethical. They sold me a vehicle that was not safe to operate.

Will was very nice and helpful! The car wasn't ready at the end of the day and he arranged a loaner for me. Much appreciated!

Purchasing process was great. Extremely helpful, knowledgeable and courteous sales and concierege service. BUT, the process for service is horrible. Rude, unknowledgeable, unhelpful process to schedule service appointment, no courtesy car available, given wrong information. I would probably NOT purchase another Mercedes just because of this. This has happened several times and I know the dealership is frustrated with the process also.

Would give a 0 if possible. They have had my van for 10 days and NO ONE will give me a call back with any updates on the service. We are leaving on a vacation today and still don't have our car or any news on the situation. I would drive to Sacramento next time just to avoid Mercedes-Benz in Reno. Terrible.

With fewer than 6,000 miles, my Sprinter was towed to MB Reno. Service manager started with "maybe check it today", and did not put it on the rack for 10 more days. In the interim, three phone calls to ask if I'd be reimbursed for the rental car were not returned, so I called the GM, Steve. He said he'd check if I'd be reimbursed and call back. You can tell where this is going, no call back. I finally get the car after 17 days (no sense of urgency for a brand new car), and in person Brandon finally tells me I won't be reimbursed for the rental. One phone call could have saved me $1,700, but they're too busy and don't seem to care. To cap it off, 500 miles later, the problem persists, so they got it wrong. I had it towed to another MB dealership where the service is much better - quick call backs, and genuine customer care. I will pay out of pocket to avoid Mercedes of Reno.

Prompt and professional service for my 2016 Sprinter.

Everyone was really nice, accommodating and handled my purchase professionally

I purchased a used car from Mercedes-Benz of Reno. I strongly recommend MBR our sales Rep Nick was outstanding. I loved the No Hagel straight forward approach. We are extremely pleased with the car we purchased. We are also appreciative of the after sale customer service we have received. Overall we we will come back when we need to replace this car. It’s not often you can say you enjoyed working with a dealer but MBR was very enjoyable. John & Jane Weaver

Amazing experience, no haggling necessary!

Very through service experience

This service department has extremely poor interaction with custo.ers. I brought my Sprinter van in dor oil change, repair of ac leak, battery drain and to fix the side door catch shich I already had the part for inside the van. I was told it would take "a couple of days". FTER 4-5 DAYS I CALLED AND REACHED A CENTRAL LINE, not the same service center and was transferred to representatives voice mail. Left a message as to when my van was going to be don. Over the course of the next week I called 10 times leaving messages each ti.e. not one call was returned. I went I. Person after 1 week and was told the van wouldn't start and would have to wait until mon. To pick it up. They could not tell me what had been done on the van. Continued calling with no return responses over the next 5 days. Went in yesterday to the Reno dealership and picked up the van. Only the oil/transmission oil change had been done, nothing else. Very poor service and responses to any inquiries.

It’s impossible to reach service by phone. The call center is off site. You get voice mail with no reply. The service dept is TWO months out to get a car serviced.

Hard at first to get updates on my repair took several calls to get a call back

I will keep doing business with Mercedes Benz of Reno, absolutely exellent service,and quality customer service. Why buy others car brands when we can buy the best. MERCEDES BENZ

Brandon set me up with a loaner when my repairs were being done, which also took longer than expected. He kept me update on my service, when parts were delayed and worked on my behalf with the insurance company.

As many posters have already stated, no one from service ever calls you back. There is zero excuse for this in any business much less Mercedes Benz. From my experience writing a Google Review will get you at most a response to contact the manage/owner. Frankly, if the owner/manager cared about this problem they would solve it. If you want to get to a real solution, contact Mercedes of America and file a complaint. They will almost immediately contact you and you can be assured they will contact the dealer. Mercedes corporate takes service seriously as should the local Reno dealer. The dealership responded to contact the General Manager. Typically if someone wants your business they will contact the client rather then putting the burden on the client rather than themselves. FYI, the office of the president of Mercedes Benz of America called within 48 hours after my letter arrived at his office. They indicate they will contact the dealership to discuss. More importantly the MB employee reiterated multiple times they have no control of the dealerships and their business practices. It’s really a sorry state when a dealer can ruin your brand image but it’s their company and they can run it anyway they like. For me, it’s time to switch brands on the next car purchase and for maintenance and repairs on my GL-450 I will go to Co Auto of Reno, NV.

Steven, Jim and Scott exhibited a high level of knowledge and customer service regarding the MB GLA250 that was purchased

Little to no communication from service advisers. Had a spare part on order which was supposed to take 10 days. After waiting over 2 months I called to follow up and was told the part has arrived. On another occasion the car was dropped off for 3 days while I was out of town to have another part replaced. When I returned no one had worked on the car; again, no communication. I talked to the GM whom promised me his service manager would contact me. It’s been 2 weeks and no one has contacted me. I’m filing an official complaint with Mercedes of America.

I brought the car in for an oil change at 11:40 appointment. I waited for the repair at the dealership. At 3:20 I was told it was completed. But was told it would be completed much earlier. I was told there would be no charge for the service. I appreciated that but was surprised since they did the work. I asked for a receipt of the service, but was told I did not need it. I said I would like it for my files, but told it was in your computer system. I would still like the paperwork. At this I question why I could not get a copy of the work done. This makes it difficult to answer the questions below.

Excellent service with convenient shuttle

I have been a customer of Mercedes of Reno for over 10 years. My last several interactions with the service department have not been great. It appears they need to hire more technicians to handle the demand they have or schedule fewer service appointments. It’s unfair to both the service advisors and the customers. Having local service calls handled by a call center leads to less than desirable customer service. Hopefully management sees this feedback and can make some changes. No more pandemic excuses.

My car has been in their shop for 4 months and is still not fixed. I am appalled and lost for words as the GM and Service Manager have done nothing to assure that the car will be fixed. I have had 3 cars serviced over the years and this is by far the most atrocious experience i have ever had.

Very unfriendly and poor service. Not honest and not keeping promises when you brought your vehicle in for service. Not recommending place to go to.

Made a schedules appointment to specifically have a loaner vehicle for the day of service. Upon arrival they inform me that they don’t have any vehicles to accommodate the need. They don’t offer any real solutions to the problem they created. Poor business protocol and very misleading.

I had great experience when I got the alignment and the recall done at Mercedes-Benz Reno.

Smooth deal

From the moment that I drove up to the covered entry, until I drove away a couple of hours later....I knew that I was in good hands. The customer service here is unreal. I haven't allowed anyone to change the oil in my vehicles for over 20 years....until now. I find the service is absolutely flawless, both in quality (the oil is always at the perfect level, which most places never get right) and friendliness of the employees. Since this is for a Mercedes Sprinter RV with a diesel engine, I was hesitant to do the oil changes myself. I totally trust these guys to get it right every time. Thanks for having a quality place to bring my vehicle.

Took very good care of my car, thank you 🙏🏼

I had the pleasure to work with William. He took care of me from the moment I walked in the door. He stayed in contact with me throughout the service appt and made sure I understood exactly what needed to be done and why. Although my visit was expensive… it was all necessary services and nothing more. My vehicle feels brand new again!! Thanks again William, you work hard!!!

Service writer was overwhelmed and unable to provide great service. Made us wait to retrieve car as people at his desk were just waiting for something. Writer did not have knowledge of how a single tire replacement should be done. I had to research and explain. Asked for lug nut key and that did not happen. Promised delivery of car was off by 4 days.

After being told it would take about an hour to two, I waited four hours. I called to check on the status and never got a response. I had to go in physically and ask them how long it would be, I was told that the part I just arrived. Mind you I was only getting an oil change, I don’t understand that if someone has had an appointment for over a week you don’t order the filter until the morning they get there. I ended up not being able to pick up my car until 5 PM my appointment was at 9:30 that morning. The service advisor was so rude and said I guess it might be my fault, really might be?

Exceeded my expectations, timely and kind service!

Friendly and efficient dealership

The service department thoroughly went over my car to find what wrong.

Not on time as your advisors discussed by the time I checked in for service. Waiting time was extremely long. No update information on my car.

Bad service and incomplete.

Not a very good customer service or service of the car.

Bad service and incomplete.

Customer Service was good, but due to lack of technicians and staff service was was very slow and not on time. The staff and techs were great, just lack of personnel to complete required work on time. Very common everywhere, not just Mercedes.

Way better service the last visit, was there for a recall. Hope it continues.

Thank you Cargurus, Mercedes-Benz of Reno Auto-Nation!! Our new GLA is absolutely beautiful! Cargurus was great with our Pre-approval. John was so helpful and he made the process easy and quick! My husband couldn’t be happier with the purchase!!!

We are so happy with our new car, John was exceptional. He made the buying process quick and easy and he even got us a lower interest rate!!! Our car was beautiful and clean when my husband picked it up. Everyone was so helpful!! Thank you Cargurus and Mercedes-Benz of Reno Auto-Nation!!

My Mercedes was due for service and contacted Brandon at Mercedes Benz of Reno to schedule an appointment. He said they were booked up but if I brought it in and left it they might squeeze it in.. I told him that was fine. The following day the service was complete! Wow! Thank you Brandon and Mercedes Benz of Reno!

Service was quick. Done when promised. Representative was friendly and professional

Very efficient. Started with scheduling my appointment. Not only was a com All employees I was exposed to were friendly and efficient. They made me feel I was important to them by anticipating my needs. I definitely will recommend your services.

Got keys cheaper than expected

Totally professional service. Everything was easy. I waited in the lounge and read while the work was done.

Outstanding service from start to finish and we love our new SUV!!!

Very responsive! Great to work with online.

They are the kind of dealer that you feel good about doing business with. Very knowledgeable about the vehicles they sell.

2011 GLK 350 - Hard winter ! My mud flap fell off the GLK from hard snow. Went to Reno Mercedes with mud flap in hand. They said don’t make it anymore and screws/clips come with the mud flap kit ! Aka … no parts ! Well didn’t accept that answer and debated for 15 min. Where has MB Customer Service gone ! I’ve purchased an MB S-Class and the GLK 350, but these are the last … never again ! I finally got a couple of plastic fasteners and they charged me, to put it back on myself. In yesterdays, if a piece of body accessory on my MB was loose, flapping, or in a customer’s hands … the Customer Service Agent would’nt write up and just make the body accessory repair on the spot and back on the road we MB owners were instantly. MB really values the look of their cars on the road and that attitude was driven down to every employee at the dealership. I guess they all retired or died. I’m talking about things needing a clip, glue, or elbow grease nothing a technician needed to be bothered. That’s why repeat business was so loyal ! Never again !

I do not understand why it takes over 7 hours to do an alignment. We live 90 miles from Reno so it takes all day. William was very professional and did a good job.

Made an appointment and drove 1.5hrs to find I didn't have an appointment. Sucks...

Called and talked to a Service Writer about issues I was concerned about my Smart Car and made an appointment for the following week. After checking the car in, I was given a repair estimate, time to complete, and a courtesy shuttle ride home. The next afternoon,the service writer called informing me the car was serviced, being washed, and that the cost was about 2/3ds of the estimate. The shuttle was dispatched to take me to dealerlership. The service writer went over the repairs that were done and discussed the diagnostic checks that were, also, done,

Had a recalibration of windshield and updates. Will and his crew were able to finish it all! Great customer service

We bought our ML bluetec at Mercedes of Reno from Day 1 they have always treated us very well. Brandon M is the best service advisor always great to work with . I will always be a Mercedes? consumer from this point forward no going back to any other car or car dealer it?s impossible to leave once you have experienced the best. Thank You Mercedes of Reno

Brando M. provided excellent customer service.

Sales staff were very courteous and answered all my questions fully and completely. My car was thoroughly washed and I was asked if I wanted to take a picture with my car parked in their showroom, which I did of course. They continue to reach out to me to this day to find out if I have any issues or questions.

Amazing people work there!! The waiting room perfect , you can drink any coffe ,eat some snacks,small fridge for sodas , water.. i never see my life this! Thank you Mercedes-Benz Reno.

It was done at the quoted time. Brandon listened to my car concerns and checked it. He kept me posted as to how long more I havr to wait.

We waited two weeks for an appt for emission modification, then 1/2 hr after we left the Sprinter for what was to be a 2 hour job we got a call that someone forgot to order the parts. Our Sprinter was in shop for two weeks, during which time NONE of our phone calls to check status were returned. We drove an hour to check status and were told "parts just came in". Reno MB is the WORST.

I had a great experience buying a car here. Very friendly and helpful staff!

The only problem I have experienced with this dealership is the timely availability of parts. This is probably a supply-chain and/or employment issue.rather than a local efficiency issue. I have purchased two cars from this dealership and leased another. I find them to be reliable and dependable in all areas,

MBZ of Reno misplaced my snow tires. My service representative, Will Goodpasture, arranged to pick up my vehicle, install new snow tires and return my vehicle to my home. Thus making a bad situation into a very satisfactory one. Excellent customer service was rendered.

Lady ask the staff to help her with the TV and the staff say she doesnt know how to turn on the the TV she didn’t even tried to help or call someone that who knows!

We always receive the best of care from our service advisor, Brandon M. He quickly diagnosed my car, secured the part, scheduled the repair & found me a loaner.

Unfortunately, MBZ of Reno service department misplaced my snowtires. My service representative, Will Goodpasture, went "above and beyond" by providing me with new snowtires and arranging to have my car picked up, snowtires installed and my car returned to me. A bad situation made good by excellent customer service.

Reno Mercedes was great. We live in small town 300 miles away. We got to Reno a half hour before our appointment Brandon the service guy set us up with a ride to a near by coffee shop and we waited and ate breakfast while our car got serviced. When the car was done being serviced Brandon called me and offered us a ride back to dealership. We preferred to walk. The car was serviced and cleaned . It was awesome friendly people that have not forgot about customer service!

Check Engine light came on while traveling and was able to book an early bird appt online. Brandon, the assigned Service Advisor, was friendly and competent. Their lounge was comfortable and I was in/out of the dealership within 2 hours.

We have purchased three cars from The Reno Mercedes dealership and have always received excellent and professional assistance from the sales staff there. Any questions we have are always answered courteously and with detailed answers. There is absolutely no pressure from the sales staff. We would recommend them without any hesitation.

Enjoyed the sales experience, Easy to do business with. The finance end was also easy to work with.

This dealership is always friendly, accommodating, and I always receive top quality service.

Very happy with my experience at Mercedes-Benz of Reno. The sales professional I worked with, Nicholas Khamis, never put any pressure on me during the process of purchasing my new vehicle. He went above and beyond with helping me switch over my registration and plates as well. I didn't even have to go to the dreaded DMV. I received a great price on my new car and a good value for my trade-in. I'm completely in love with my new Lexus!!

Sales Rep Joshua Winters was great and very accommodating, he made purchasing a car far easier than expected.

Overall positive. Took less time time than first estimated. Brought forward option for further wear related replacements factually and explained options clearly.

Mercedes Of Reno changed the info map system on my imported GLC. I found their customer service to be friendly and efficient. The service on my car was performed as per request, and within the quoted timeline.

I was very pleased with the way my car was handled. My only concern/question is why did they do both A and B services on my 1 year old car. I am a bit confused about that.

Very good experience with Jaclyn the sales consultant. I feel I got a fair deal for my trade in purchasing a preowned certified 2022 GLE. I was taken back by one of the F&I managers. Pretty condescending since he had to have me sign the paperwork because the other F&I manager had a day off.

Pleased with the Service. Unhappy that it's so hard to get through to a Service Advisor and that voice mail messages are not returned. Very happy that a loaner vehicle was provided as the vehicle was kept overnight and we drive 100-miles each way.

Steven B. helped us from the beginning. He was super helpful, informative and helped us all throughout the process. Even came in on his day off! If you’re going to buy a Mercedes go through Steven! Also Scott helped us on the finance side and was amazing as well! Great experience overall!

Excellent and courteous, easy to work with.

Very pleasant and easy experience. The Service department staff are very knowledgeable, helpful and courteous.

Steven B. helped us from the beginning. He was super helpful, informative and helped us all throughout the process. Even came in on his day off! If you’re going to buy a Mercedes go through Steven! Also Scott helped us on the finance side and was amazing as well! Great experience overall!

I was unable to make an appointment for the recall work on the phone, I only got voicemail but never got a return call. Even from the manager. I finally went to the dealership to get the appointment. Once they had my car it went smoothly but difficult to get information on the status, We?d had snow so I appreciate them cleaning the outside of my car. For next question, it?s the only Mercedes in town. It is to soon to tell the quality of repairs

I highly recommend Mercedes Benz of Reno. Purchasing my CPO Mercedes Benz was a very easy, comfortable experience at this dealership. Nick K. and Nick D. were patient and helpful through the entire process. I have peace of mind knowing my car was maintained its whole existence at this dealership. Looking forward to the journey in my first Mercedes Benz with this company.

Professional

William was super helpful to work with me remotely, as I was out of state and had to coordinate with a towing company who ran multiple hours late for my Mercedes appt with him. He called me with detailed updates of service and cost, and was thorough and patient in person when I picked up my car at the end of the week. Really happy with his customer service, communication, and Mercedes-Benz' service on my car.

I had some vibrations on my front brakes after about 80 days of purchasing a certified owned used 2019 Mercedes. Service dept had my car for about 8 days and replaced my brake pads and rotors for free. I am grateful for that.

I just picked up my new GLE 53, the third MBZ I have purchased from and had serviced at this dealership. My salesman, Dave Rowe, guided the process perfectly, from creating the build sheet to the pickup, all with constant, clear communication. In the service department, Kwanny Woo the manager, is always available to facilitate the appointment.

This is my 4th purchase with Mercedes-Benz of Reno. Dave, Brandon, Javier are all the best. I love this dealership the customer service is outstanding from purchase to maintenance they are on top of it.

Fantastic service and all questions asked. Thank you Jackie for a non-pressured sell of our new Mercedes!

Wish I could give negative stars. Horrible customer service. Service department was so lame, every time they had a scheduled service they had to go to the Audi dealership to get the oil filter which took 2-3 hours even though it’s right across the street. Even when I asked them to pick one ip the day before they said “yeah ok , no problem…” then just stared at me like I was crazy when they said they had to go pick one up! Never take your vehicle here for service. In fact, never buy a vehicle from this dealership unless you like being frustrated and have all the time in the world to wait for bad service.

The staff was nice enough, but communication was not very good. I think they are either short handed or they overload their staff. I was expecting a call within the week , but after 20 days, and leaving 3 messages and 2 emails , I finally contacted the manager. Repairs seemed good once I finally got my car back. I just wasn't prepared for it to take so long and not to hear from anyone.

The service advisors knowledge and promptness in addressing our service requirements was impressive. The additional work recommended was also necessary and no other extra service sales pitches were presented, we appreciated that.

Just had my GLS serviced. Very nice people. Purchased several vehicles over the years and have always been happy with my vehicles. Salesmen are very helpful. Never had any issues that weren?t immediately taken care of.

William is always incredibly helpful!

Service Advisor, Will Goodpasture was very helpful. He had a mechanic inspect my car (without an appointment) and found the problem quickly. A part had to be ordered, and a temporary fix allowed me to drive the car until the part arrived.

This is the first time I visited this dealership. Will was very helpful with the service I needed for my car. I have my car battery replaced. He explained to me what I needed and got to finish the work with in an hour. It will be great to have a bigger Mercedes dealership for services in Reno.

Did everything in a timely fashion. They were polite, thorough and professional. We had one complaint about the vehicle that was taken seriously and was resolved.

My service Rep, Brandon was very professional and kind. He got me a loaner for the day while my Benz was being serviced. I felt confident that my beloved car was in great hands. Thank you!

Marcos and Scott were very helpful and accommodating, making the transaction for the purchase of my e300 incredibly smooth. I would most definitely consider Mercedes Benz of Reno for my next car purchase, even though I'm on the east coast!

Nicole in the service department was our contact from the first phone call and took excellent care of us. We had a service appointment that went like clockwork. The efficient staff completed the service and delivered the vehicle in exactly the time they said they would. It was an excellent first time at the dealership.

Nick Khamis has been above expection as my salesman. From buying a used car, and making sure i've been taken care of every step of the way. Outstanding dealership and worth your time.

Everything went smoothly. Waited for 2 hours in a comfortable, quiet room.

Service was completed on time. Service advisors discussed ways to save money on future service needs.

I brought my Mercedes Sprinter Van in for service and Nichole was my service advisor. She is very thorough and knowledgeable of the product and possible solutions. Her follow up is prompt and precise. The service department is top notch, but like everyplace they cannot enough help, so service may be delayed due to staff shortage. Overall, very satisfied!!

Our service advisor Will was great and assisted with all of the details involving the car warranty company.

I saw the used car listed. They got right back to me. Went in the next day they were ready for me took it for a test drive. Bought the car no hassles cash out the door.

Really friendly staff super helpful very quick in and out all my questions and concerns where answered

Clarity and transparency in communication during service is lacking. I left a detailed survey, but the summary, a car broke down on the highway, and towed to MB of Reno, and the diagnosis was it was missing a fuse and out of gas? how is it possible to be missing a fuse while broken down on the highway on the return trip home? Service manager is phenomenal and I wish I could always deal with him. But the advisors are at times very vague. They informed me that the change of "Crankshaft" sensor, adding a fuse, adding fuel "DIDN'T FIX THE PROBLEM".. and Diagnostics are continuing. Then a week later, when I reached out, I was told car is done and the fixes above did the trick. It seems the fix was much easier but in order to get me to pay for the $625 Crankshaft sensor replacement they said it fixed the problem with the car. I received the car with moonroof inoperable (It needed to be reset after battery drained), Car has seriously foul small at startup, and the fuse cage simply thrown in the trunk (never bothered to put back in place) - Not something I'd expect from MB Dealership.

Had recall service. Only a thought, since there are so many sprinter?s affected, can?t you keep a few in stock?

In August of 2020 we purchased a new MBZ GLE 350. As part of our transaction we purchased the First Class Wheel and Tire Protection Plus policy for $ 1,853. When I scheduled my "D service" at 10,000 miles for April 30, 2021, your records will show I requested cosmetic repairs on 2 of my wheels, and the use of a loan vehicle. When I arrived your service person seemed unaware of my request for the wheel repair ( even though it was on the service order). Your service dept had my car from 9:20 am until 2:30 pm, the "D service" was completed but zero was done on the wheels, not even contact with the insurer to set something up. I have since spoke with "Kwanny" (supposedly your service manager). He is supposed to contact me today, Monday May 3. I Hope he does. I'm very disappointed in your service dept. and I'm sure it is not up to MBZ standards. Sincerely, Mike Helm.

Class all the way. Professional in every aspect

William Goodpasture was very helpful and pleasant to work with. He understood how to think about the future of a vehicle with nearly a quarter million miles on the clock.

I would highly recommend Brandon Muhlenberg as he is the best service consultant I have ever worked with. When I walk into the service dept he greets me by name. He always calmly handles all of my issues - I know that when I have any issue he handles professionally and with the utmost honesty and always over delivers. I once had to work with another consultant in Reno and ended up having to call Brandon to help me understand what was going on. I will only use Brandon from that day forward. I plan to buy another Mercedes in the next year and will want his expertise when doing so. I have the utmost respect for him and trust him. This is my second Mercedes and I always know that he will take care of me. I know that he came to Reno from so Nevada and after getting set up with Brandon, I learned that my sister had used him for years in Las Vegas and she was very upset when he left. His reputation proceeds him and I am so very grateful that I can rely on him to take care of me. Thank you Brandon for always providing me with white glove service. You are the best.

Brandon Muhlenburg is a great service advisor and they want to make the customer happy!

Maia performed her duties with excellent and professional manner.

Courteous efficient service.

Ready for me at my scheduled time, loaner car available, service done, on time at estimated cost. Car returned washed.

Great service and get the job done on time. Friendly helpful staff keeps you updated on your vehicle status. .

Service center people are very kind, approachable and service was done in a timely manner.

Great customer service, no haggling, they were able to find me a better interest rate than my current bank (USAA), and every time I have a question or concern I'm able to bring my car in at any time; no matter how small the question is-Amazing!! My salesman was Gian, he was super helpful and knowledgeable about my vehicle. Scott was my finance rep, he was awesome as well. If I ever purchase another car I'm definitely coming back here! Probably one of the best service experience my husband and I've had in years!

My summer tires were switched to my winter set last visit. The tire swap was done in about 90 min. They service department takes great care of their customers. Thanks MB of Reno!

I purchased a car from Mercedes-Benz of Reno recently. I had a pleasure experience. Javier is great. He is very professional and helpful. I would recommend Javier to anyone who wants to buy a new car from Mercedes-Benz of Reno.

Always a great experience getting our GLE serviced at MB of Reno! The employees and fellow customers I’ve chatted with while waiting always seem to be really cool too!

Prompt and friendly service.

i live two hours from this service center so i booked service several weeks out when they confirmed a loaner vehicle would be available. i called a service advisor and asked for a price quote in the specific transmission flush service i needed. i was quoted $450, when i arrived the service advisor told me it would be $550 then told me they had no loaner cars available. i told them i wasn’t willing to uber home and back the next day and that i’d schedule the service for a future date. i was then told to wait for 20 minutes for a different service advisor... she proceeded with the paperwork, told me the service would be $850 and that she could get me a loaner vehicle. she made a big deal about the amount of fuel in the tank and to make sure that i brought it back with at least that much fuel in the tank. fine... the dirtiest car i’ve ever driven, actually went straight to the car wash (who washes a loaner car?!) the actual price of service, $900+ why is there a $53 miscellaneous charge above parts, labor, fluid and disposal. “oh, that’s for rags.” really? $53 for rags... fine i pay my bill and go to get my vehicle but need to wait another 20 minutes as they’re washing it. ok, nice. the valet that delivered the vehicle left the door open while starting it (something this dealer told me not to do because of an unfixable software flaw with this mercedes) so now i’ve got a loud chime (think seatbelt or door open sound) that won’t stop for the entirety of my two hour drive home. finally home, i climb under the vehicle to inspect the work i see transmission fluid dripping from the chassis cross members. i use a rag to wipe up the mess, it’s all over the place, incredibly sloppy work. it does not appear to be leaking but instead was just slopped all over the bottom of the vehicle and they made zero use of those $53 in rags. bottom line, ugh.. this dealership makes service painful (and don’t even get me started about the service advisor who pulled his mask down to tell the customer he was working with next to me that this covid thing is just a big hoax and we all need to get on with our lives) i also use lexus, bmw and tesla service centers for my other vehicles and this experience was leagues below standard.

Waited 3.5 weeks for an appointment. MB of Reno could not fix my car. They lacked the expertise I found at another shop that specializes in German autos. Also, the service writer was a poor communicator. Had to call for updates. Will never go back.

There have been some issues but thankfully it’s all being addressed and I have high hopes that it will end well

Never planned to buy a Mercedes, but we popped in after a disappoint with another car dealership. We were so amazed to realize that their cars were affordable and in our budget. We test drove our car and I fell in love with the smooth, quite ride and the interior was so comfortable! We love our Mercedes’! The buying process was very smooth and our salesman Chance was excellent!

Ready for me at my scheduled time, loaner car available, service done, on time at estimated cost. Car returned washed.

If I could have more ratings to put for specific experiences with Mercedes service that would be better. The reason I am giving a 3 star is although I have a non-Mercedes brand of car I had purchased the car at this dealership with a maintenance package. I had a scheduled appt at 10am and when I arrived my advisor said that it could be another two hours before the filter gets there to even begin the service. I was sort of floored at this wait for a service that shouldn't take more than an hour. William was my advisor and he was witty and allowed me to laugh about this with him but to be quite honest it did impede with my other daily tasks. I think there can be some better policies considered where looking at your schedule a day in advance and ordering parts a day in advance would be better so a customer doesn't have to wait as long as I did. In total I spent about 3 hours and 15 minutes waiting for a general inspection, oil and filter change. Again, the time spent there is the only reason for this review that I think is something that can be corrected. My advisor was excellent and overall just pleasant and it wasn't his fault so I wasn't going to give him a hard time about it. -Jamie Sawyer

My services advisor Wiliam Goodpasture very awesome, knowledgeable and professional he detail all price for my 2017 GLS vehicles need to do services , thanks again looking forward to see him again

For half of the year waiting on pars or the spot in schedule availability (MB USA stated the parts wore available). Missed the deadline for the recall emission modification and lost $3000 of compensation.

I brought my car in for repairs suugest during the last yearly check. Crazy mix up, but the sevice report I received in June 2020 did not belong to my car, so there really wasn't a need for service. Service did check out my vehicle anyway and suggested a brake flush. Had that done at a fairly reasonable price.

Brandon made it a great experience. I REALLY appreciated the car wash and tire rotation with my service!

I’ve had nothing but stellar service up until now. Needed my annual maintenance it took over a month to get an appointment. In addition to that when I did bring it in I gave him the timeframe to pick it up at my appointment was at 10 and I need to get back no later than four. Also my seat heating on the driver side was not functioning I even gave them a video of the problem. My car is not done even by the end of the day they can’t figure out that there’s anything wrong with the seating and I just don’t know how to use it which is in accurate and then my car was not finished even by the end of the day which is a huge hassle for me. also ask for the car to be washed and cleaned inside and out which I was told was done but the bird poop remained even on the window and nothing had been washed in fact it was dirty and then I brought it. I was told that someone called me about the issue with the seat heater. Tuesday I had to leave a message the following day explaining that it still is not functioning. As told by Monday morning at 9 AM would be getting a call it’s been a full week and nothing. To make matters even worse I was treated so rudely by the salesman. I was interested in turning in my car and getting a 2024 on the same day running service. I was told there would be no way I could afford the payments then I was told maybe I should look at getting a used car. This was in the first sentence of our conversation this man’s never met me he doesn’t know what I can and cannot afford which I made that conversation even more insane. He what is first you tell me possibly I shouldn’t get a Mercedes again I should get something cheaper really?? I’ve never had any of this experience prior. he then said he would call me with a quote for my vehicle trade-in. I had already looked up on Kelley blue book it was well aware for the trade and was however he proceeded to tell me it was approximately $11,000 less than what I had already seen in addition to the fact that he claimed I owed $6000 more than I actually do on the vehicle. I am so di

I've been using Mercedes of Reno for my routine maintenance and occasional repair for a few years now since moving to Northern Nevada. I work with Brandon and he has always been a friendly professional. Ever since the pandemic hit, scheduling personnel to do the work and keeping supplies on hand with so many disruptions from the international supply chain failures has kept Mercedes of Reno on their toes trying to complete requests. I've been quite satisfied that they have met their goals in a quality manner despite the circumstances. Nice Job!

Excellent customer service by nick and his team . Good experience with them

This was whole new experience for me to buying a car, since last purchase of my last car was more then 15 years ago. All I remember back then was so much hustle, arguing and headaches with sales person but this purchase with Reno Mercedes was very smooth, polite and respectful to customer. Joshua W. was very respectful and helper to us our family and Scott R. in finance went over everything what I need to know and answered all my questions. Very highly recommended to anyone who wants purchase next Mercedes, go to Reno Mercedes-Benz period.

Dealership is a friendly place. It is crowed with cars everywhere. Busy.

I came in for a warranty issue about 6 times in total they figured it out and solved the issue, but the technician put big gouges in my center console and rear panel. They were quick to get parts and replace and we're nice about it so no complains there. my biggest problem is the communication is absolutely ridiculous. Had to call for any update constantly and I have one vehicle and could never get a hold of an advisor (unless it was my advisor which he did a great job), but if he wasn't in then getting any kind of information was like pulling teeth. I ended up just having to show up at the end of the day to even see what was going on. Got my car a final time and there's gum wrappers in my rear door panel and there pieces of my center console just sitting around. Sewhat careless technician. Overall just kind of a bad experience since my biggest issue is communication.

Went for a recall on backup camera but also got the batteries re- placed in a key fob and got my wife's phone paired to the car. The recall had to be complied with and the batteries had to be replaced but the phone was another issue. We tried and tried to pair it but failed. We're kind of idiots with these phones. The service advisor, Brandon Hanifen, took me to our car, had me sit in the seat and in, about 15 seconds, had the phone paired and me trained. To most people pairing is easy but, to us, it was a miracle.

This was whole new experience for me to buying a car, since last purchase of my last car was more then 15 years ago. All I remember back then was so much hustle, arguing and headaches with sales person but this purchase with Reno Mercedes was very smooth, polite and respectful to customer. Joshua W. was very respectful and helper to us our family and Scott R. in finance went over everything what I need to know and answered all my questions. Very highly recommended to anyone who wants purchase next Mercedes, go to Reno Mercedes-Benz period.

Everything went very well. Staff was helpful and all was on time. Thanks!

Tall Brandon and Will are are people to deal with at the branch. Very helpful and went to the process with me. Their shuttle guy name Steve is prompt and provide great service too.

Great, costumer service is good. We bought our Mercedes here 2 years ago and I also bought some parts and for my own maintenace I bought all the fluids that are needed such as oil and others OEM parts here. Great guys working here....

Will was so friendly and knowledgeable. He also was so helpful in getting us to Meadowood Mall and back when the car was done. We would recommend him to all of our friends who have Mercedes in South Lake Tahoe. Thank you so much, Will.

This is a dealership that has no interest in being honest or trustworthy with dealing with customers selling a vehicle that had a problem and did not tell. They sold a warranty which was no good and only was good for them I would not recommend this dealership to anybody who wants to have an honest dealer work with them

Excellent service by Will , service manager. He stayed in communication with me throughout my service appointment.

Great team, very efficient.

Great service, really great sales person answered all of my questions

Worst dealership service department I have ever dealt with. The phone does not get answered,one is on hold endlessly, and advisor William does not return calls. Not to mention the shoddy work.

Excellent service beyond my expectation by Brandon Muhreberg! Thank you for your care, always!! Mrs. Kyungun Weeks Owner, GLC 300/ 4-MATIC

Six hours for a B Service totaly unacceptable!! EXCUSE WAS LACK OF PERSONEL!!

Very professional experience. Highly qualified staff and an extremely knowledgeable Sales representative.

Our experience at Mercedes Benz of Reno with our Service Advisor Nicole was beyond expectation. First of all the human interaction is so pleasant in a world full of robotic communication. Nicole has such a pleasant demeanor and goes above an beyond when asked questions. She is knowledgeable, well informed, and thorough. Service was executed in a timely manner. Thank you Nicole for you assistance

Our experience at Mercedes Benz of Reno with our Service Advisor Nicole was beyond expectation. First of all the human interaction is so pleasant in a world full of robotic communication. Nicole has such a pleasant demeanor and goes above an beyond when asked questions. She is knowledgeable, well informed, and thorough. Service was executed in a timely manner. Thank you Nicole for your assistance,

Talked with Svc. Manager who was very helpful and asked me to bring in car to look at the damage. Car was evaluated for other things and time was wasted but everything worked out in the end. Service was well done and conscientious. Glad MBZ of Reno figured out what was wrong and helped me with it.

My name is Stephen Barnes, owner of Lake Tahoe Celebrity Transportation, LLC and we buy our Sprinter?s from them and yesterday I needed a brand new fully loaded GLS 450 an hour after making a phone call to Marcos, he and Nick in finance and Brandon in service (he was in the break room) and put down his sandwich and the vehicle ready in record time. By far the best Dealership bar none and they?re super fun!

The "closer" was a lousy representative for your Mercedes business. He was arrogant and his body language needs great improvement! Such as.... look at a customer when speaking to them, do not bury your head in a computer screen and read meaningless numbers at a pace they do not comprehend and then say, "well there...that is our deal/offer for your car!" I sold you my car because the offer (which I needed to negotiate) was a good one and I did not want to trouble my handicapped wife with additional trips to other dealers. Aside from the "closer" it was a good experience....He needs to be coached!

Had a wonderful time working with Marcos ordering our GLE350. We decided to do a build and wait, could not be happier with our decision. Saturday we picked it up, had ask Marcos about putting a ribbon on it for my wife’s surprise. She had a smile from ear to ear seeing the car for the first time. Michael S.

The experience was a efficient and hassle free. Thanks!

Amazing dealership. Amazing Salesman, David Rowe.

This Service location is horribly understaffed. There are only two Sprinter techs to handle all service in Northern Nevada. The parent company, AutoNation, refuses to allow hiring more techs. My Sprinter sat on their lot for more than a month after my appointment when repair required a total of 9 hours! This situation is only about greed. Currently, they have 50 Sprinters waiting for service! Mercedes Benz asks me to contact their GM and let them give me another chance. What they can do is hire more Sprinter techs. They obviously can justify the expansion. But techs are paid well at MB with good benefits. And that would cut into the bottom line!

Brandon Muhlenberg made an extra effort to get our Mercedes in for brake replacement and recall. The maintenance was completed well and on time. Thank you!

My Sprinter was in limp mode and I had an important trip coming up in 3 days…Brandon and Nicole got me in and taken care of quickly!

basic service is very expensive (if you are looking for a $600 oil change, this is your place), takes a long time to schedule, and the attitude is that the customer is always wrong. That said, the work, once done, has been pretty good and we haven't ever had to bring the car back to have something redone.

All personnel have been very polite & courteous.

Very pleasant experience ,completed work faster than expected provided recommendation which I appreciated.

I dropped my R320 off on Aug 2nd for a small leak. It's October 4th and I still don't have my car back! Communication is abysmal. Promises of a price quote...one after another with no call back. Promises of the repairs finished with no calls or accountability. My husband finally got the service rep to text, if that was easier. Still no car! I had to buy a new car, since I missed 3 family vacations in the last part of summer and Labor Day weekend. I wasn't willing to give up taking my kids to the city last week after spending $1000 on concert tickets. Love my new Honda Pilot. I hope Mercedes will buy my R320 for a fair price, since I don't need it anymore. I hope I win the $100 gas card for posting an honest review!

I waited 3.5 weeks for a service appointment. When my car was inspected, I was told it couldn't be repaired because it needed a part that was no longer available from Mercedes. I called the Chicago based dealer who sold me the car and was told they have multiple sources for the part. I had one shipped to my home and installed it myself. Another problem I had with MB of Reno was communication. The service writer handling my car was cordial, but he didn’t keep me informed of what was happening with my car. I had to call and ask for updates. I don't plan to use MB of Reno's service department again. Also, I would not buy a car from this dealer. Like anyone else needing service, new car customers also must wait weeks to get a service appointment. This includes warranty service.

Don’t expect them to go above and beyond and you’ll probably be good. Was quoted $350 last year for the same service. Paid $450 this year. The 30K service should have been prepaid but they wouldn’t honor it even though I’ve barely put any miles on the car due to Covid.

Service advisor Brandon M. was prompt, knowledgeable and friendly. Made the appointment easy

Drove from Gardnerville for service on my C300 and was in and out in under an hour and a half. Our tech also took the time to explain why he suggest we get some other things done (tires, and diagnostic work) appreciated the insight and will be back for further service!

Very professional and helpful staff.

We purchased a used Mercedes at another dealership and needed service. The service department was our first experience at Mercedes of Reno. Will in service was very helpful. His quote was thorough, and he called to discuss the repairs needed. Additionally, he texted images of the issues/ concerns and walked us to the car to show us the repairs needed at pick up. The work isn't complete yet but I trust them to do the job right.

It was fast. Check same day. Beat Carmax price.

I have had the occasion to have my cars serviced at many MB locations throughout CA and. now, NV. MB of Reno is by far the most professional, customer friendly, helpful of any. Their people are top notch. You'll never be disappointed. Jun 2022 Update.....Car needed new tires and, yes, my guys at Reno MB did me another solid. Great price! Great service! Great service! VERY thankful these guys are in town.

I have owned several BMWs, Audis, multiple Subarus, Lincolns, —more than 40 cars in all. But only one Mercedes. Actually two. First and last. This is the only “luxury’ vehicle I have owned whose service department didn’t offer a shuttle or loaner vehicle for extended service stays. Didn’t wash the vehicle. Didn’t put paper floor mats down or return the seat settings to the original position. The sales process was good, service not so much. Very disappointing for a Luxury brand. Or perhaps it’s the Auto Nation affiliation that lowered the bar. . .

I took my Winnebago View in for a service and Nicole was my service manager. She made the entire experience a wonderful one. She kept me updated and she is very knowledgeable.

Brandon and the service techs were very thorough and professional in servicing my car. I?m ready for another 100,000 miles!

The employees were pleasant, professional and very respectful. They provided detailed explanation of the bill and credited us when it was appropriate. It is refreshing to go to a dealership that demonstrates all of these qualities.

Very professional and efficient!

Lots of delays with getting the vehicle testing done. Dropped off all necessary paperwork for reimbursement of rental car on July 29, 2022 and was told it would be processed in two weeks. Stopped by the dealership after two weeks and advised that due to a backlog of these recall claims it would be ready in 4-6 weeks. Called after four weeks no progress. Called after 6 weeks informed by finance office that the claim had not yet been finalized by them, but they would expedite for the amount of $143.00. I informed them that the cost for the rental was a total of $744.00. They said they would make the correction and submit to corporate. I expressed my frustration with the delays and asked why it took the finance office to not review for 6 weeks and that I needed to have the check within two days or I would be calling the corporate office. Somehow the right people were involved and we finally received the full reimbursement $744.00 on September 8, 2020.

Kwanny always gives the best service. He goes out of his way to research needed information to make an informed decision.

Mercedes Benz of Reno has always been extremely thorough and friendly. Couldn't for a better place to take my Mercedes

Had my car serviced and key replaced. All went well. Everyone was friendly and communicative and very helpful.

Recall of 2020 GLB250 brought in for service. Vehicle recall was estimated to take about five days which included waiting for parts. Three weeks later the repairs were finally finished. During this excessive delay MB of Reno never called to explain why the service would take weeks to complete. I never called to inquire about this delay. That?s the dealers responsibility to keep the customer informed which never happened. Disgusting, nonexistent customer service. Avoid this dealer if at all possible.

I was amazed at how easy and seamless the sell of my Jeep was. Maia was great to work with. I would recommend Mercedes of Reno to anyone.

very good experience; fixed price. good vehicle and not they typical stress

I always am treated well at MB of Reno. Brandon and all of the other folks to out of their way to make sure I’m kept informed about the status of my service and comfortable while I wait.

Brandon was great in returning my calls or texting me when everything was ready.

They take great care of customers. Dave Rowe is the best.

My salesman was awesome. If anyone was pressured, it was definitely the sales guy cause I wouldn’t leave him alone about the car I ended up buying. Better buying experience the Carmax.

Kwanny is patient, kind, knowledgeable and effective. He is the reason I keep buying cars at your dealership

Was able easily drive to the service department, park a large Revel, and get some coolant along with expert advice on how to refill the reservoir.

We had a major repair done on our Navion sprinter and have had issues since then. We spent $600 above the $8600 we paid them to rectify the overfilling of the oil MB of Reno did. We have emailed and called for over a month with absolutely no communication back. Unfortunately we live 5 hours away so cannot go in in-person. The lack of communication on their part is extremely disappointing.

Mercedes Benz of Reno is extremely lucky to have Brandon taking care of your clients, he has always been extremely helpful and very knowledgeable of what is needed for the brand.

The salesman was friendly, accommodating and helpful. Despite paying cash for the car, the transaction took about two hours to complete, which seems extraordinary. I purchased a used car, and many of the items on the dealership’s “checklist” stating they had been checked and verified as satisfactory were in fact in need of repair or replacement. Since I purchased the car 8/20, I’ve had to replace the front upper and lower control arms, sway bar connecting rods, rear shocks and several light bulbs. The headlight mounting assembly is cracked. The oil level sending unit is malfunctioning. The parking distance monitoring system does not work. It was a 10 year old car, and I realize I should have had an independent shop verify the car’s condition prior to purchase, but I was lured into a false sense of security by the dealership’s claim these items had been checked and verified operational. The dealership offers a 5 day/250 return policy, but frankly I didn’t drive the car during the first five days.

Have never experience such a sensitive target in my whole life until I met with Mrs Hannah Jeff , Bitcoin trader who is skillful and has being handling my trade with her signal over a year now. With minimum $1000 you are sure to hit $11,050 wow all within a week. Thanks for your good work and God bless you. You can reach out to her on WhatsApp: +13023131147 Email:Hannahjeff401@gmail.com

Very nice service...replaced rear camera on my GLA 250

I’ve had nothing but positive interactions with everyone at this dealership. Dave Rowe and everyone on the showroom floor and financial department have been amazing to work with, always keeping us updated and going above and beyond to make sure we were 100% happy with our purchase. Javier was very helpful in explaining all of the features of the car and even came to our house to set some settings up. Transactions have been quick and seamless. Service department has been great- would advise to schedule service appointments in advance if possible.

Bought a used Tesla 3 from this dealership. The car was delivered as promised and the salesman, Steve jumped through hoops to make sure everything was perfect.

Mia was absolutely wonderful! We appreciate her coming in on her day off to help us. She was very professional and kind.

Good

The service department has really upped their game. They are now awesome to deal with. I have seen a remarkable difference since Brandon and Will have been there.

Love the service department. Hassle free, quick and friendly service.

Mia Yocum was exceptional. Very professional and not “pushy”. She was knowledgeable and efficient. It was a pleasure to deal with her and I came away very pleased. I had attempted to sell my car to several other parties, including CarMac, and Mia was superior in every aspect of process.

The best service team. They are outstanding with communication and prompt with service.

Great place to take your Mercedes for Service. Will was wonderful getting me checked in. I scheduled a loaner vehicle but there didn't seem to be any available. Will took the time and made sure I was able to get a loaner for the day. I live so far away from this dealership and I had so much to do in town. It would have been a waste of a whole day to just sit in the dealership. Thank you, Will for caring for your customers.

Love the customer service

had trans oil replaced and it took like 4 hours so I was not that happy waiting for so long.....hopefully it helps the car last longer

Customer service was outstanding. Made the deal online and over the phone. Everything was ready when I got to the dealership, they had me signed and out the door very quickly.

I'm always satisfied with the service provided here. Scheduling is really easy to do and Brandon is great to deal with when I come in. His communication is great and he let's me know what's going on with the service and repairs needed for my car every step of the way. They really make the process painless here, I won't take my car anywhere else.

Dave Rowe helped us with a very sensitive issue regarding our parents vehicles. He made it very easy and it is truly appreciated. He also helped us in a very quick timeline to purchase one of our parents leased vehicles. You can’t ask for a more dedicated person to help you with the purchase of your new car.

Super patient, not pushy, and was willing to deal with me messaging them 490 times in a 2 day period. This was less stressful then shopping at Carmax.

They always take for ever and never have loaners other then that people are really friendly.

Top-notch professional service from beginning to end with the sales team at Mercedes-Benz of Reno. The purchase was quick and smooth, and Marlonn was a breath of fresh air to work with. We found the perfect car for me and I am so very happy with it! Scott perfectly walked me through the warranties coverages to help me decide the best ones to purchase. Consierge Javier gave me a beautiful tutorial of all the important features of the vehicle and we also had a complimentary follow-up meeting to run through the other many wonderful components within. Best decision I have made to purchase my new beautiful car from Mercedes-Benz of Reno!

Both times I brought car in had to walk over 5 miles back to city because no bus or shuttle.

The Service Area is always clean and stocked with refreshments. I would have liked to see more gifts for sale in shop. There was nothing for ladies. I love a nice polo or sweatshirt, tote bag or car coffee tumbler with the logo.

Was disappointed didn't receive a phone call back. I had called 4x. Car was washed after service, not great at all.

Will was exceptional with keeping in contact with me and letting me know how the car was doing and what else needed to be done. which I really appreciated.

Brandon was very helpful and pleasant. The warranty work was successfully completed and my car was ready at the promised time.

On July 29th the engine in my malfunctioned to the point that I needed a new engine. Brandon at Mercedes got me the new engine that it needed and finished the installation on Aug 16th. Brandon was very helpful and professional during the process. My Mercedes is as good as new now. Thank you all at Mercedes. Bonnie Thiessens

Quick service. Called me to let me know that they are waiting on the oil filter. (PORSCHE 911).Pleasant and professional

Very pleasant and helpful staff, serviced car and did any recalls, provided a loaner car

The sales rep who helped me with the purchase was professional and pleasant and made the buy actually stress free. I did need to have a minor issue fixed, the service dept director handled it personally and they went above and beyond to give my new car a thorough check over to make sure everything ship shape and that I was happy. Mercedes Benz of Reno is a great dealer to work with.

Faster than expected service this time around. Service advisor had her act together

Hard to get appointments when service is due, but work is done in two days. Thanks

There was a bit of confusion on appt Yet Brandon jumped in Got my car done and I was on my way!!! I appreciate professional yet personal service I found it here Thank you Mercedes Benz of Reno!

I have bought two cars from this dealership as well as having them serviced. They have never let me down with their fair prices and excellent service. My service rep. is always willing to give the best service and always with a smile.

They couldn?t care less, from the ?advisor? to their manager. By far the worst experience I?ve ever even heard of at a service center. Unfortunately, those of us with original & extended warranties are stuck with these animals. Just awful.

Five stars very friendly staff. Free Drink?s ? Go check them out.

I had my Sprinter RV towed in due to fuel injection problems, I worked with Nicole at the Reno Nv store and she was so professional and helpful and she kept me informed during my repairs she is an excellent employee, cheerful and knowledgeable I have already recommended her to family and friends.

The wait time was ridiculous but customer service representatives were calm and collected, got their jobs done in a timely manner and always updated me when they found out anything new. The only downside was waiting for over 6 hours for an inspection and oil change.

A great dealership. I was dreading the whole process of purchasing a vehicle but this dealership was refreshing. No hassles. We were treated with courtesy and respect. Sunni was our salesman and he was extremely courteous and knowledgeable. I would definitely purchase a vehicle from him again without reservation. I highly recommend this business.

Recently had some not so great experiences. This was my first time coming back after that. They definitely made it up to me and my car service was done super quick and the service tech was wonderful.

I have now bought two cars from them and they are fair honest and very courteous.

I had a hassle free shopping experience every one nice and professional

The sales people are nice enough and I feel that I received a good deal without significant pressure. After being introduced to the sales person I worked with, I was left alone for about 15-20 minutes without an update, but I figured that was due to them being busy. The weekend following the purchase, I noticed that I was missing the wheel lock keys and contacted the dealer. For a certified pre-owned vehicle, I was surprised on this one. It has been almost a week now and I have yet to hear back.

I took my Mercedes SLK to the dealership because my new serpentine belt was chirping, and was extremely noisy. They had it for 14 days. During those 14 days I had to call repeatedly to get any information about the car, and it took them eight days to notify me that they had started working on it three days after my appointment date. Since this was a simple check that should’ve been done in no more than two days, I am very disappointed that they had it for 14 days. Everyone was extremely polite and apologetic, but the lack of contact was absolutely appalling. I will only use this dealership as a last resort, and only then, because many independent mechanics do not have the proper equipment to work on Mercedes-Benz.

Great service team……especially Brandon…..took great care of us.

The best experience in buying a car. We drove from Roseville to Reno because our local dealership had unacceptable customer service. Can’t say enough about the service we received from Reno. Everyone from sales to driving off the lot. Told us what to expect for the timing of the delivery of our new car & were spot on. Will drive up there for service also. Love my new GLE 450!!

Keeping good contact with me, makes good prices, and fixed my car fast

Service was done in a timely fashion. Tire pressure wasn?t correct other then that everything else was great.

I found through an online ad and purchased a certified used 2021 Mercedes with 1000 miles on it for a few thousand dollar below MSRP back in August 2021. At the time, I asked if there had been any damages to the car and the response I got from the sales representative was that only the sunroof had been damaged and replaced. I received the car out of state and everything looked fine at first glance and I never imagined I would need to look further since I had purchased a certified used and almost new Mercedes from the dealer. After a few months I decided to get the car detailed and install clear protection film on the entire car. What became evident during the process is that the car had had extensive body paint as well as some repairs on both the rear fenders and roof. I contacted the person who sold me the vehicle and sent all the pictures indicating this was the case and he responded by stating that he was not aware of any repairs or paint and that he would have to get back to the service manager. Having waited a couple of weeks for a clear answer, I was informed that in fact the car had been repaired and painted outside the dealer at a certified Mercedes facility. I was shocked at that point however, I needed to have the car repaired professionally and this point and asked for the repairs to be refunded by them. They then mentioned that they had to wait for the body shops insurance claim process in order to reimburse me for the repair costs since my car was no longer in Reno. Almost two months into this and after weeks of following up through multiple emails with no responses, I escalated the matter with the Manager of the dealership and I also spent a few weeks following up until I put a deadline in which I requested there would be an official response. Almost 3 months into this, they finally made a decision to refund the cost of repair, which I thought was below the absolute minimum they could do given the fact that they hadn’t disclosed the extent of the repair the vehicle had even though I clearly asked and it was information they had and failed to mention.

Thanks for being friendly and professional! Your staff was great, truly a no haggle, no hassle, no pressure, no BS environment... Great experience!

Thanks, fast , easy, good follow up. Great car, clean and passed a third party mechanic review, so far so good. And on a hot day the Mercedes buyer who was present even offered to watch our dog

I recently purchased a 22 GLC. I drove it off the lot and everything was great. Then that same day, I was heading home from work and the vehicle started cutting out l, spitting and sputtering. I called my salesman and he told me to head back to the dealership- I barely made it. They had a loaner car ready for me. I didn?t end up with that vehicle has the motor was bad. I kept the loaner for about 2 weeks until another vehicle came in. The dealership was very accommodating and ensured I was a happy customer. I love the vehicle and the way I am treated when I stop in - it?s like we?re family.

Will Goodpasture my service advisor did a fine job keeping me informed as to the progress of the service.

Brandon M. is great to work with! I had an emergency with my front tires & he got them ordered the next day so I could bring the car in to have them installed. The annual servicing on the car was due in 30 days & he had them do that while they had the car since I don't live in Reno. They washed & vacuumed it before giving it back to me, saving me having to do it when I got home. Thank you so much Brandon!

The service is always good do to Kwany (SM). My problem is with the cost of the labor rate. They are very very high. If you change a bolt it?s $500.00 you can not get a repair done for less then $500.00. I enjoy my MB 550 SL but I won?t buy another MB because the prices for repairs does not seem right. The MB repair prices make this car dealership not recommendable.

Great service. Had to wait for the car and they were fast. But they didn’t think it was fast enough so they gave me a discount!

We ordered a 2022 GLS 450 in January. It was built to our specifications, which was really nice. We were able to include the things we wanted, customized the way we wanted them, and didn't have to take (or pay for) things we didn't want. The car was delivered in late April and our salesman, Nick Khamis even took the car to another shop to have window tinting and Clear Bra done before we picked it up. That was a huge benefit to us, as we live in a small, remote town without these services. It was so nice to pick the car up with all of that completed. All the features were shown and explained to us (although we could use a 3-credit class to really learn everything the car will do and how to access/use it). We love the car and had a great experience with our purchase.

If you want your car serviced correctly, thoroughly and professionally?practice patience. No matter how much in a hurry you may be, MB-Reno won?t deliver your car to you until it?s 100% ready. Thank God for that! That?s why I continue to go there; Will Goodpasture knows his stuff and treated me with respect my entire time at the dealership. I?ll make sure to book with him, personally, once more.

Thank you for the awesome service and help finding my beautiful new car!!!

Went in for my 20k mile service on my Sprinter RV. Door was not sealing correctly and after the service the agent really dug in to make sure the issue was fixed! So much nicer now having a properly sealed door! No cold / hot air coming in through the window controls and door handle! YAY!

Marcos was incredible, his knowledge of the product, his presentation and every question that I had he was able to answer. I have been involved in many business's in my life and I would value Marcos as a huge asset. Regards Steve Wright

When we scheduled our service for two vehicles, the scheduler told us that no loaner vehicles were available so we had to schedule the services on separate days. We called our service advisor Brandon the day before our first service and he was able to arrange a loaner vehicle and service for both vehicles at the same time. Since the dealership is 30 miles away this worked to our best advantage. We have worked with Brandon for several years and he knows our vehicles well so we trust his judgement. Highly recommend the dealership and service department.

My service rep Braden is the best. A real asset to Mercedes of Reno

Ordering a car can be like a visit to a proctologist. Not at MB of Reno. I ordered an AMG E53 Coupe and with all the issues of logistics and chip shortages (not potatoes) The process was unquestionably smooth and Dave Rowe the salesman extraordinaire was never flustered in spite of my incessant badgering and 500 word text messages. If I could give MB of Reno ten stars I would. I have bought cars from many states and none can compare. In most places professionalism is only an afterthought, not here and I am very grateful for it. Thank you!

I have bought a zillion cars over the years, high end and sports cars, but Dave Rowe at Mercedes Benz of Reno is the Atlas holding up the world of professionalism, knowledge and seamless transaction process that is second to none. In today's world of overpricing and customer abuse, there was zero of that in Reno. Look elswhere but call Dave Rowe. You'll be as happy as when the police "onlt" gives you a warning!

I accidentally showed up to a service appointment at 2:30pm when I was suppose to be there at 9;40am. They got me in super quick and very easy to work with.

The service department was amazing I had a check engine light on, they did the diagnostic .the original price for doing that was around 200.00. After spending their time and labor it turned out to be gas cap issue. They did not charge.me anything and they even washed my car. They refused to charge me anything. Thank You Mercedes.benz

Only place to take your car for service! Service department if filled with great people who do their best to take care of your cars needs!

I had a very difficult time communicating with the service department . They had my car for over 2 weeks and I found it impossible to find out what was going on

I was greeted almost immediately by my salesman Chance. Which I like because I don’t like waiting around. He answered all the questions I had as I have never driven a Mercedes. When I told him I needed to speak with my husband, he encouraged me to do so. I felt no pressure. I ended up getting a vehicle same day. I would recommend Chance as your salesman at Mercedes’ of Reno.

Brandon is the best service manager! He takes care of myself, my partner, my entire company and fleet as well as friends. Couldn't ask for a better service professional. Thank you Brandon for keeping all of us safe and on the road!

Excellence in service for MB vehicles. Service staff is very attentive.

Required $2k in shifter+ repair - 1st part arrived damaged so had to wait a few extra days (Uber and rentals) to get by. Hope this repair lasts for the remaining life of MV.

Chance Karen and Dave Rowe made this purchase transaction efficient and pleasant. I would not hesitate to purchase another vehicle from these two gentlemen in the future!

Great experience’s at this dealership. David Rowe is exceptional. He goes out of his way to take care of you before, during, and AFTER the sale. We are very happy repeat customers and appreciate the strong relationships we have formed over the years with both sales and the service departments. Brandon is incredible in the service department a true professional and Javier does a excellent job keeping us up to date with the new technology. We appreciate how much they show us they value our business and TIME. They always find a way to accommodate our lives and schedules. They are such a pleasure to do business with. We highly recommend this dealership because you will not be disappointed.

Service was excellent and fast. Brandan was so helpful and put price and service time up front. I would highly recommend Mercedes-Benz of Reno.

Professional and friendly service agent and quality service provided

My advisory Will was awesome very patient and helpful I was very impressed

Nick was great to deal with. Helpful and professional

Great customer service. They don?t nickel and dime you to death.

Very friendly and very professional Very clean facilities

Gian was very helpful in educating me about trade-ins and financing. Moritz was very helpful in assisting me with service and quotes for repairs. Highly recommend this dealership! 5 stars!

We had visited another car dealership before going to Mercedes Benz of Reno. The other dealership acted like we did not even exist. No one came out to see if they could assist us. We decided to stop at MB of Reno. Chance came out and offered his assistance. He was very professional and not pushy at all. The entire experience was a no pressure experience. The staff there was helpful, courteous and efficient. They made the process so easy.

Very professional and convenient location. Bought two MB from dealer

This was the best experience I have had at Mercedes in 5 years and it was mostly due to my sales rep, Will Greatpasture. He was ready for me when I got there, where I waited over an hour last year. Will has a great personality for dealing with people and is a hard worker.

Brandon our advisor was Professional, knowledgeable and communicated in a timely manner.

Helpful, friendly, willing to work with you, and very knowledgeable about out of state transactions.

I made an appointment specifically for ?recall work? and also the 6 year standard service, per dashboard warning light. Van was out of warranty, but I chose to go to dealership because of the customer service I?d received previously. I do not live near the dealership and at time of appointment scheduling, I was told service would take one day. On day of service (Thursday) was told ?recall part? had to be ordered and vehicle wouldn?t be ready till part arrived (Monday) and then a full day recall work performed. I was told I can?t take my vehicle once the recall part was ordered and recall part won?t be ordered, unless they have the vehicle... basically the vehicle needed to remain at the shop while waiting for the part. None of this explained when I made the appointment. Lucky for me, the service manager used the ?recall part? ordered from another client, who was able to be without their vehicle for several additional days. When I went to pay for service, the dealership would not honor expired service discount coupons? which wasn?t a problem in the past so I assumed it wouldn?t be a problem this time. Because the cashier closed 30 minutes earlier, I was also unable to pay by cash, without having exact change. I asked to pay over the amount, and return the following day for my change, but no one would take responsibility for the cash. When trying to reach my specific service manager, on several occasions, it was very frustrating that ?call center? operator was not at the actual dealership. I spent over $900 on just a standard service? which was only for some new wiper blades and various filters. For that amount of money, I?d hope high quality Mercedes would have washed my vehicle (other dealerships do that)? or at a minimum they could have used a paper floor protector and washed the windshield. And finally, when I left the dealership, I realized my Bluetooth phone was no longer connected. With still an hour before closing, I called the service manager to see if I could return or come back the next morning for assistance. I couldn't reach him, left a message and he never called back. I returned to the dealership the next morning and was told I?d need a product specialist, who was not going to be in for another hour.

This place never disappoints. Very professional and caring. I also want to give a shout out to Marcos, who was gracious enough to let me drive his personal car to pick up my kids from school while my car was being updated! And Steve for shuttling me to and from the dealership!

Purchased a Mercedes GLA45 AMG from Mercedes Benz of Reno; which I towed back to LA on a trailer to keep the miles down. When driving it around in LA, I heard a noise in the rear. Took it to MBZ of Valencia and found out that the rear differential, rear shocks, and center speaker, all needed replacement . Luckily I had purchased a warranty (that only covers the differential). This all happened within only driving the car 250 miles and the car only having 61,000 miles overall. The issue for me is they tout about a 125 point inspection and let this happen. The Mercedes dealer in Reno has not been supportive in any way. This isn?t over with yet. Stay away from this dealer.

Mercedes Benz of Reno was very professional and very easy to work with. Geon and Nicolas were the best

Nice, quick and easy. Nick was a delight to work with