Dealer 2-Year Rating

Overall Rating

1 / 5
Customer Service
1  
Friendliness
1  
Overall Experience
1  
Price
1  
Quality of Work
1  
Service
1  

Dealer Reviews

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Overall Rating

1.0  

1   Overall Experience

Worst car purchase experience ever

By CaveatEmptor on 1/9/2019 at 3:56 PM. Helped by Raul Guzman, Lucy Read.

Having purchased dozens of cars over nearly 50 years, none has been a worse or more frustrating experience than this. I made an out-of-state purchase of a CPO Mercedes from an online ad from this dealership. There were numerous problems with paperwork and negotiations, but after two weeks of back and forth, I went ahead with the transaction against my better instincts. The car was shipped from the dealership on Dec. 22 and arrived at my home on Dec. 26. To date (1-9-2019), I have not been able to register the car because they have yet to send me the title! I've called several times and am told "the office" was overnighting it to me. Today I called Mercedes Benz customer service to formally complain and ask their assistance. They informed me that their dealerships are independently owned and operated, and that they were limited in resolving the problem. They did say they would call senior management at the dealership to try to expedite getting me the title. Let's see if they are more successful than I've been.

I would not recommend this dealer.

Overall Rating

1.0  

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

Charged for warranty diagnosis

By Christy Zach on 3/15/2018 at 12:11 AM. Helped by GM.

Charged me $175 to diagnose an issue covered under warranty. When I complained to GM heard a bunch of mumbo jumbo about lawsuits and he offered to make it up to me- with a ride when my car breaks down or a free car wash when it is closed. Bizarre....

I would not recommend this dealer.

Overall Rating

1.0  

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

Worst experience ever!

By Normi2k5 on 3/12/2018 at 6:04 AM. Helped by Eric Hoffman.

Dealership xxxx! If Gordon Ramsey ever thought about starting a TV show for nightmare dealerships he should begin with Mercedes Benz of Naperville for the Pilot episode. REPORTED A LOANER THAT WAS GIVEN TO US AS STOLEN! NO ACCOUNTABILITY! GREEDY! NO UNDERSTANDING! IF YOU SUPPORT THIS DEALERSHIP YOU ARE SUPPORTING THE CORE PROBLEM OF BUSINESSES TAKING ADVANTAGE OF PEOPLE! My wife had her 2016 C300 being serviced at MB of Naperville and was given a loaner until her car was ready. Now let’s Fast Forward to one of the problems. While leaving at the end of the day from her new job she arrived at her parking spot too see it was empty and her loaner vehicle was missing! IN THIS MOMENT SHE PANICKED! She had thought her car was stolen and immediately had a panic attack! She called the Police who then inform her that her vehicle was towed by police since it was REPORTED STOLEN BY MERCEDES BENZ OF NAPERVILLE!!!! They continue to ask her why she was driving a stolen vehicle… EXTREME CONFUSION. She goes back inside which then her new boss and co-workers explain the whole mess they witnessed while she was busy working. POLICE HAD ARRIVED AS IF IT WAS A CRIME SCENE. They took pictures of the vehicle inside and out. Her coworkers who were watching at the time had no idea it was her car since she was new at the job. TRULY EMBARSSAING AND A VERY BAD FIRST IMPRESSION AT HER WORK! I arrive to the dealership with her that night. We were told that our loaner that was reported stolen ended up NOT being the vehicle that they were missing. WASTE OF TIME. Do not understand what kind of management is running this place where they just misplace cars as if they are some toys.  We are then told to go to Naperville Police station to go pick up her belongings. We arrive to the police station feeling like criminals to ask for her things back. All her things were investigated through and bagged as evidence truly embarrassing once again.  Spent a weeknight at a police station and in this mess all because their management could not keep track of inventory. Could not get over the idea of if she was behind the wheel of the vehicle at the time and could have been arrested for driving a stolen vehicle. This dealership reported a loaner as STOLEN that they gave to their own client! The dealership could have just called some of their customers and cross reference to solve the problem but did not want to mess up their own reputation. There is a certain level of customer service you expect from MERCEDES BENZ! ERIC HOFFMAN. Next day, my wife and I both called off from work. We then arrive at the dealership on where we had both called off work after the traumatizing event. We ask for Eric Hoffman (The magical GM that every google review has the number of to solve all issues).  The staff panics as if we had called for “Lord Voldemort” and did not want to ask for him. They were scared to bring him. We finally meet Eric who then begins to play psychological games with us right away. He acted as if he had no clue the reason we were there, even though his service manager had told him we were coming. The service manager was also on the phone with Eric the night before during the incident.  Eric then begins to tell us that he has never had a bad day in his life. Why you may ask? It is because he tells himself “Every day is a good day and why get upset?” Not sure what drugs this man does but I would love to know! He was just playing with our heads as if we are stupid. Keep in mind this is all before we bring up the incident and he at this point still claims he has no idea why we are there. Once we sat down he kept playing this clueless act. He precedes to tells us that he has NO idea what is going on and that he has heard of “something” regarding a missing car. His facade all falls apart later in the conversation when he unknowingly tells us the entire dealership was in panic for DAYS due to a missing loaner! He then admits that the dealership reported the vehicle stolen. I then let him know that my wife and I both are very displeased from the entire experience at MB. He then tells me there is nothing he can do to make my wife happy since the event is already over. “Nothing can repair the damage that is already done so why do anything?” Those were his words. PLEASE NEVER CALL THIS MAN IN FOR JURY DUTY. He does not believe in justice when a wrongdoing is committed. He believes, we should just get over it and move on since we cannot go back in time and prevent the crime from happening. I asked him what he would do if this happened to his significant other. Which then he replies, he would brush it off since he does not understand what is there to get emotional about! Why is this man the GM when he does not even understand human feelings or emotions! He even tried putting the blame on us since we had switched out the loaner for a different vehicle and because of that confusion was caused? THAT IS YOUR JOB! Why is this man the GM? He claims he does not know what to do since he has never had this problem before and asks me what should he do? As if we have dealt with stolen loaners before? He had no knowledge on how to provide any sort of customer service. Eric did everything he could to avoid accountability. We would probably have been treated differently if we were in there with our S class and not C class. He clearly did not want to take any sort of accountability and in return we did not even receive an apology. Our personal vehicle was being serviced for over a month due to a separate fuel line issue. After a very long conversation reiterating the situation he stated he would seek out some solutions for the situation, but he kept asking me what he should do. I finally suggested an idea of buying our car back for the remaining loan amount due and helping us in purchasing a different vehicle. He told us he will call us back and let us know. He finally called us back two days later during which he tried insisting we go with magical lease which apparently sounds like it was sent down from the heavens! I told him right away we are not interested in a lease at all and we want to purchase a different vehicle. Weeks go by and all he does is try to push his lease idea on us as if it’s the best and only way to own vehicles. EVEN WHEN IT IS TIME TO OWN UP TO THE MISTAKES THIS MAN IS STILL TRYING TO SELL ME SOMETHING RATHER THAN HELP ME OUT. He was still looking to make some money. Truly shaking my head. Some people just do not know when to lay off the sales man tactics. He called again informing me Mercedes Corp. was being involved and it will take weeks for them to process a trade assist. This is all because he did not want to mess up his own books. HE WAS STILL LOOKING FOR HIS OWN BENEFIT. When he came back with the numbers on our car they just did not match up. When I kept trying to get a hold of him, he apparently handed this entire ordeal off to another member from the dealership. From his point on he has not contacted me at all. He never called us back. Never called to apologize. Never Came up with a solution. After two whole months and a backordered part we finally are able to pick up our car, but the problems done stop here. When our car is dropped off to us at my wife’s work she finds a  tear in the leather on the steering wheel. Which again the service department makes a comment tries to blame us on saying the following “Looks like the tear was made by a woman’s wedding ring” No sense of accountability. There is a lot more to this story. Manipulated reviews throughout google! Do not fall for that trap. I even confronted Eric about this when he tried to flaunt his google reviews to which I asked him aren’t those manipulated? He had no response and just turned his screen back. Then I told him to check yelp where his SEO manger could not fake reviews. Which then he stated, “That’s just yelp... you know what kind of people are on yelp…” Yeah not sure what he meant by that. I have informed many family and friends to not do any business with this location. I can keep going on and probably write a book about this horrible experience but will stop there and prevent you from any further misery. Thank you for reading! Hopefully this prevents someone else from being put into a similar situation. STAY FAR AWAY FROM THIS DEALERSHIP. THIS PLACE IS A SCAM. RAN BY PEOPLE WHO ONLY CARE ABOUT HOW DEEP THEY CAN PUT THEIR HANDS DOWN YOUR POCKETS NOTHING MORE! WE ARE YET TO RECEIVE A SINCERE VERBAL/WRITTEN APOLOGY!

I would not recommend this dealer.

Overall Rating

5.0  

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

Best Dealership I have ever dealt with...

By Erik Weidner on 12/23/2016 at 7:17 PM. Helped by Mark Curtis.

We recently purchased our 6th Mercedes from Mercedes-Benz of Naperville. Each and every time we have been treated with courtesy and respect. We have dealt with many dealerships and Mercedes-Benz of Naperville is far and away the best.

I would recommend this dealer.

Overall Rating

5.0  

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

Excellent service

By Shasong on 9/17/2016 at 10:25 PM. Helped by Osi.

We stopped in to get some accessories and ask about an issue. I didn't catch the service department guy's name, he was incredibly helpful and sweet (just found out it was Howard). Osi helped us out our plates back on and was also super kind and helpful. We don't live here- just passing through - but the MB owners around here should be thankful for such awesome service. Thanks!!

I would recommend this dealer.

Overall Rating

5.0  

5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Smooth and friendly service

By Suresh on 9/6/2016 at 8:02 PM. Helped by Nestor Rodriguez.

Recently purchased a used 2014 Acura from this dealership and wanted to Thank Nester Rodriguez for making my purchase an enjoyable experience. His friendly service with a smile and humor is appreciated.

I would recommend this dealer.

Overall Rating

1.0  

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

Service lacks integrity

By sadlydisappointed on 4/7/2016 at 1:43 PM. Helped by Howard.

I have done business with this dealership for years and never had an issue prior to this. I brought my older Mercedes in for service on a Saturday as the alarm was intermittently going off. On Monday the very arrogant and rude service tech called and provided a list of repairs needed on the vehicle totaling much more than the vehicle was worth. I called him back on MONDAY and told him we had decided not to do those repairs and we would pick the vehicle up. He stated he needed to check and see if the car was ready for pick up and would call me back. On TUESDAY he did not call back. On WEDNESDAY I called again to see what the delay was and he called back to say the car was ready and that the delay was because Service B was being done on TUESDAY. My husband went in to pick up the car and the tech claimed we had authorized the repairs and completely dismissed the fact that I had told them on MONDAY that we did not want them done. NET: the tech was told on Monday we did not want the work done and to ready the car for pick up. The next day, TUESDAY he had them do work on the car. Several hundred dollars worth. They discounted the work some but we still had to pay a few hundred dollars. I would not recommend this dealership or possibly any dealership owned by AutoNation because of this type of business practice. The irony is we had made a decision to trade the car for a new vehicle rather than do the repairs.

I would not recommend this dealer.

Overall Rating

5.0  

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

Five Stars for the Service Department!

By Lisa on 3/21/2015 at 10:43 PM. Helped by Chris Zamecnik.

I live in California, I scheduled a pre purchase inspection from Mercedes-Benz of Naperville on a 1989 Mercedes 560 SEC that I was hoping to purchase sight unseen. Chris Zamecnik was my service representative and he went the extra mile for me. I know how busy he must have been, however, he was outstanding! Walked me through everything I needed to know and assured me that the car was as good as I had believed. He gave me every ounce of detail, he and his technician felt confident in this purchase which gave me the confidence to purchase the car. Without his time and extra care I would have been uneasy. The technician found only two small details that needed to be attended to and while I could have had the service on these items done in my own city, I chose to schedule the service to be done prior to transport with Mercedes-Benz of Naperville because of the confidence I felt in this fine establishment. When the car arrived it was exactly what Chris had told me it would be and I couldn't be more satisfied. ***** 5 Stars!

I would recommend this dealer.

Overall Rating

5.0  

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

An excellent sales experience with ed, bought a 2014 e550...

By PeterUbers on 3/27/2014 at 4:39 AM. Helped by Ed franzen.

An excellent sales experience with ed, bought a 2014 e550 from him and he was extremely professional and efficient. Also Mario Giannese in service is spectacular and the reason I'll keep coming to naperville Benz

I would recommend this dealer.

Overall Rating

4.8  

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

Mike Banks was great guy, he really understands the...

By mcitino on 6/6/2013 at 12:50 PM. Helped by Mike Banks.

Mike Banks was great guy, he really understands the customer concerns, and moved quickly to resolve it within his limitation. He even bought me lunch while waiting for my car, treated me like family at this dealer. Very down to earth sales staff, great people at this dealer. I could not see anything wrong in the process of purchasing a car from this dealer, I will be back for another. Mike

I would recommend this dealer.

Overall Rating

5.0  

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

Ed was great to deal with, no hard selling and received a...

By prajig on 3/20/2013 at 12:21 PM.

Ed was great to deal with, no hard selling and received a great price. Started out with a search for a used vehicle, Ed tried to locate one with our needs but at the end we went with a new vehicle purchase with a great deal.

I would recommend this dealer.

Overall Rating

5.0  

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

I recently purchased of my second Mercedes-Benz E Class. ...

By tntfamily on 3/15/2013 at 5:52 PM.

I recently purchased of my second Mercedes-Benz E Class. If you are in the market for a luxury vehicle that has the right mix of sportiness than the E Class is your car. As for the place to buy that car; it’s clearly Mercedes of Naperville and the sales consultant to work with is Michael Banks who is supported by a man of equal integrity and concern for the customer, his GM Mike Tegge. They are clearly the most honest and fair people I've worked with in this industry. The relationship does not end when you drive away in a great car with an equally impressive deal, it continues with support after the sale. Michael Banks is simply a tremendous individual that cares about his customers and will literally do whatever it takes, whenever he has to in order to ensure customer satisfaction. If you are looking for a sales consultant that will return your messages, whether by email, voice or text and work to ensure you are happy, before, during and after the sale there is only one choice and that is to see Michael Banks at Mercedes of Naperville. In the end you'll have a great car and a new friend.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

I purchased a 2007 BMW 328i convertible. This was a most...

By dkaregeannes on 2/10/2013 at 5:21 PM. Helped by James Jayjack and Jason Boyles.

I purchased a 2007 BMW 328i convertible. This was a most pleasant and most efficient car-buying experience. I have bought 4 cars from their organization (Autonation) and they have always been professional, fair and most accommodating. James Jayjack (Sales Rep) and Jason Boyles (Sales Manager) were the best. James went the extra mile. I travelled to Naperville from Madison, WI and the car was exactly as described. I had the car inspected by BMW and the car was in exceptional condition. I received a better than fair purchase price; I looked at similar cars at BMW dealerships that were priced considerably higher and were not as nice as this car. They also provide a no-deductible 60 day comprehensive warranty with each purchase. I left there with peace-of-mind and feeling very confident that I had made the right choice. I will return in the future as well as refer my friends and family to Naperville Mercedes. Please ask for James Jayjack.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

From the first greeting by Elmis, until the time we left...

By kgename on 8/17/2012 at 7:54 PM. Helped by Elmis & Tom.

From the first greeting by Elmis, until the time we left the dealership with our new car (a couple of days letter), we had an outstanding experience. We were greeted promptly. No pressure, just good conversation and friendliness. We worked with two different sales folks, and they were stellar. Extremely knowledgeable about the cars, and we never felt rushed. We would have no hesitation recommending this dealer to anyone.....

I would recommend this dealer.

Overall Rating

5.0  

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

This is one I wish I could do-over. Adam in sales was...

By sjfarbs on 6/6/2012 at 9:22 PM. Helped by Adam Broadus and Jason Boyle.

This is one I wish I could do-over. Adam in sales was really great and really tried hard to make me happy. But the overall experience was a nightmare. Purchased a CPO 2010 E350 Coupe. When the car was presented to me after the sale it had a large scuff on the rear driver quarter by the brake light, they acted surprised and took it back and buffed out the scuff. Under the scuff was a fist sized dent ! Jason the sales manager said a car can be CPO with some minor dings and dents, really? This was a fist sized dent!!! He also knew about the body damage at the time of the sale. Their solution was to split the repair with me. I figured it was as good as I was gunna get, so I agreed. Adam delivered the car to me the next week, body looked great. But 3 of the 4 rims had significant rash on them , drivers front and rear and passenger front, in my opinion screamed of a car wash gone wrong. The rash was consistent in size and location on all three wheels and heavier on the drivers side. They denied accountability on this and told me there is nothing they are willing to do to rectify this situation. ******UPDATE**** The General Manager of the dealership was called by Mercedes USA on my behalf, since bringing the GM up to speed he has offered to make everything right at all costs! This restores my faith in dealership. I truly believe this was really a situation where the Sales Manager was protecting his interest and profit margin, which I understand to an extent. I am very pleased that they are doing whatever it takes to make my experience a good one. Through this all Adam Broadus has been amazing, and doing everything he could do to make sure I was happy!! Good save guys.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

I recently reached out to Michael Banks when I was ready...

By aweems1 on 5/14/2012 at 6:49 PM. Helped by Michael Banks.

I recently reached out to Michael Banks when I was ready to purchase my 2012 C300 4MATIC. Michael Banks was courteous, professional, and has a GREAT sense of humor! There were never any surprises during our car buying experience, which happens too often when purchasing a vehicle. I had a list of features written down on a tiny piece of paper that I wanted in my vehicle, which I never even showed him. He somehow must have glanced at it because when I was about to run off my list, he already had the car with said features, in my color preference, waiting outside for a test drive. Bottom line, if you are looking for a smooth, no haggling, honest, and fun car buying experience, visit Michael Banks at Mercedes Benz of Naperville.

I would recommend this dealer.

Overall Rating

5.0  

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

In the past I have purchased three cars from dealerships...

By dbpaut on 1/31/2012 at 11:09 AM. Helped by Adam Broadus.

In the past I have purchased three cars from dealerships where Adam Broadus was the salesperson. He has always provided exceptional service in explaining the features of the vehicle. His knowledge of cars is truely exceptional. Adam has patiently and professionally led me through the purchasing process and ensured that the financing and vehicle were exactly right for me. The next time I am in the market to purchase a car it would be a pleasure to work with Adam at Mercedes of Naperville.

I would recommend this dealer.

Overall Rating

5.0  

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

I have taken my Mercedes Benz to several dealerships and...

By Mariah107 on 1/20/2012 at 8:06 AM. Helped by Don Pagano.

I have taken my Mercedes Benz to several dealerships and none of them can compete with the outstanding service that Mercedes of Naperville provides! Don Pagano is the reason why I continue to take my vehicle there! Don Pagano provides award winning service everytime I go!

I would recommend this dealer.

Overall Rating

5.0  

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

I gave all five stars because the service I received at...

By Dhaywood on 1/20/2012 at 5:02 AM. Helped by Don Pagano.

I gave all five stars because the service I received at the dealership(service dept) was simply outstanding!!! Don Pagano went above and beyond the call of duty!!! Don Pagano is a huge asset to Mercedes Benz of Naperville. Don was very knowledgeable,patient,courteous,and professional!! Don Pagano is worth all 5 stars!!

I would recommend this dealer.

Overall Rating

5.0  

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

Buying a new car is never easy but Mark Curtis lived up...

By Steve Golfer on 1/14/2012 at 8:53 PM. Helped by Mark Curtis.

Buying a new car is never easy but Mark Curtis lived up to his promise of making the experience simple, fair, and all parties were satisfied at the end of the business transaction. If you’re in the market for a new ML350 I would reach out to Mark.

I would recommend this dealer.