Dealer 2-Year Rating

Overall Rating

2.7 / 5
Customer Service
2.3  
Friendliness
3.7  
Overall Experience
2.3  
Price
2.7  
Quality of Work
2.3  

Dealer Reviews

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Overall Rating

1.6  

1   Customer Service
3   Friendliness
1   Overall Experience
2   Price
1   Quality of Work

Terrible Customer Service

By BobS on 8/10/2019 at 11:47 PM. Helped by Jimmy.

I purchased a used $50K vehicle from Mercedes of Flagstaff dealership. The salesman Jimmy was pleasant enough to deal with and as an out of town buyer felt everything was going well. The Saturday arrived to pick up the vehicle things started going downhill fast. I test drove the SUV and upon acceleration the check engine light illuminated. Since it was a Saturday, I was first told that they would call in a mechanic to resolve the problem. Apparently, they only have two. One was in Vegas and the other mountain biking and didn’t want to come in. Jimmy doing what he could, took the vehicle to another near-by dealership, who actually had mechanics working, to see if they could diagnose the problem, but they didn’t have the right equipment. Finally, after wasting almost the whole afternoon, I was told I would have to take the car to Phoenix on Monday to resolve the issue. This delayed my trip home and of course, cost additional to stay in Phoenix for the night. I drove to Phoenix and the dealership did fix the problem (lose hose) on Monday at no additional cost. Actually, my biggest mistake was allowing Mercedes of Flagstaff to handle my out of state registration. I was told they could handle this for me and I thought the convenience factor was a good idea. WRONG! After my 30-day temporary tags expired I began calling and emailing the dealership. It was almost impossible to get someone to answer the phone and no one would return my email. I finally got a hold of a guy in parts and had him go find the person I needed to speak with about plates. They apparently failed to have me to sign and notarize one of the documents. They FedExed and I did the leg work to get the document notarized. I sent back via FedEx and then crickets. I once again called and emailed. Not only would no one answer the phone, but the finance people’s voice mail boxes were full and could accept a message. I finally got the receptionist once and asked for the GM leaving him a message. Crickets. Calling again now even the receptionist’s voicemail was full and still is today. At this point I decided to call Mercedes Benz Customer Service. They were reluctant to help as it was a used car. I explained that my problem was not the car, but rather the people at the dealership who refused to respond. The customer service person was empathic and offered to call. He did get a Ms. Harris to call me and she apologized for the delay, assuring I would get the plates “any day now”. She in turn had Ms. Thomas send me a new temporary tag. It is now 30 days later, some 90 days after I purchased the vehicle and still no plates. Calling and emailing again no answers. Finally, I get Haley Thomas the title clerk who, must have picked up the phone by accident and she tells me they needed yet another document notarized on their end and my plates should be on the way soon. I reminded her my temporary tag expired and she assured me she would send another. I guess I don’t even have to mention that I have not received it. Presently calling, I now realize the guy in the parts department is the only person who answers his phone so I call him again and ask to be transferred to Ms. Harris. Again, by chance I connect with someone who actually answers the phone. I ask for Ms. Harris. “She is no longer with us” is the response. Now this person, a Mr. Christmas, also apologizes and agrees to help. Days later nothing. No return call, no email and no plates. The day I was at the dealership there were literally no other customers in the place. It was like a warning sign similar to going into a restaurant with no other diners present. It’s like the whole place operates part time. Even the GM could be bothered to respond! How Mercedes Benz can claim this is a bonafide dealership when no one there cares about its customers is beyond me. Bottom line is if you chose to deal with this place be prepared to have zero follow through and don’t let them handle your registration!

I would not recommend this dealer.

Overall Rating

1.4  

1   Customer Service
3   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

They did not perform

By RZ on 7/7/2018 at 4:37 PM. Helped by James Hargan, Randy Lyons.

My engine light went on while on vacation in AZ in June 2018. We wound up going to Mercedes-Benz of Flagstaff and I gave a complete description of what had happened over the several prior days. They told me my diesel emission fluid was low, there was no problem with any sensors, there was no warranty coverage, allegedly simply filled the DEF tank and gave me a bill for over $230. 464 miles later the engine light again went on, we stopped at Auto Zone in Albuquerque where they did a computer check and discovered a problem with the exhaust (which, by the way is involved with the DEF). I returned to Houston, TX with the engine light still on told my Houston Mercedes dealer of the recent history, gave them copies of the Flagstaff bill and Auto Zone printout. Mercedes-Benz of Houston North did COMPLETE check, discovered two faulty sensors and covered it under warranty. I asked Flagstaff for some reimbursement and they denied any negligence, told me the engine light coming on again after their "repairs" was a coincidence and refused to provide any consideration. In my opinion either they had a customer from Houston they would never see again and took advantage of the situation or they simply did not perform a thorough examination of the problem or they were not qualified to work on a diesel engine Mercedes. Glad I do not have to depend on Mercedes-Benz of Flagstaff for any further work on any car.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great customer service

By Alison on 12/22/2017 at 3:13 PM. Helped by Stephen and Jesse.

I found the Mercedes-Benz dealership in Flagstaff to be wonderful to deal with. My Mercedes Sprinter van wouldn't start and I had it towed to Flagstaff. The battery was weak and they replaced it. Batteries for those vehicles are not cheap, but they completed the work quickly. However, the problem persisted and I had to bring it back it. Every step of the way, I was treated as if I was their only and most cherished customer, going out of their way to help in whatever way they could. The second time, the van was in for a few days, as they were not sure what the problem was, and were testing it and trying out various possible fixes. I was given a new Mercedes as a loaner car for the duration. Every time I called I got a patient, detailed update. There had been rodent damage and there was a possible computer issue. When they returned the van to me, in case the problem still wasn't fixed, I received a huge pre-Christmas surprise. The bill was for $0, even though they had spent many hours trying to diagnose it. Stephen even helped me spray the engine with peppermint oil and install a flashing light to discourage further rodent damage. The guys in sales were as helpful as possible too - driving me to pick a rental car the first time I was towed and arrived on a Saturday when the service department wasn't open. I highly recommend this dealership for service!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

Wonderful customer service !

By Star Kelley-Raymer on 10/29/2016 at 6:57 PM. Helped by Greg Ring, Lucius, KC, Greg Szymanski.

I could not have been happier with my sales experience and the way I am treated as a customer. I absolutely dreaded the experience of having to purchase a new car and the entire staff have been helpful and friendly. Greg Ring, sales manage, has gone not of his way to make me feel like a VIP. Greg Szymanski, service manager has been very responsive. I had told my sales person, Lucius, exactly what I was looking for in a used car and my expectations were exceeded. I will probably have the car for many years! However, I will certainly encourage my husband to buy a car from Mercedes Benz of Flagstaff when he is ready for a new vehicle.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Quality of Work

Saved the Day

By Mercedes Mama on 9/3/2016 at 10:39 PM. Helped by Tina, Sandra and Debra.

Best Service experience yet. I have gone to 2 other Mercedes dealerships but this one went above and beyond when my car broke down on freeway.

I would recommend this dealer.

Overall Rating

1.4  

1   Customer Service
3   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Mercedes unworthy

By MBfan on 12/17/2015 at 3:38 PM. Helped by Greg Szymanski.

Misdiagnosed what was wrong with my car command. My car was there 5 days in total. Still not fixed. After a letter of complaint to MB USA I was sent to Schumacher in Scottsdale. My command was diagnosed and fixed in no time.

I would not recommend this dealer.