Trophy Mercedes-Benz of Encino Service Department

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  fob1xxl
10 months ago
Found the problem with my S550. Ordered new replacement part . All done within 2 or 3 days. Loved working with Tony Pinkins in the Service Department. Informative, considerate and honest ! He's my guy !

  Alex Safarian
6 months ago
Leslie is the best! This is one of the few dealers where you will have a good service experience. I drive all the way here because they actually help you, unlike other dealers.

  Konstantin Podyachev
3 years ago
I used to go there for maintenance of my GLE 43. But last time they missed the part when it needed to replace tires by warranty. When I came for next maintenance they said it s too late because tires were worn out. I have to spend $2500 on new tires from my pocket with active tire warranty because of their mistake. The Manager is weak and can t handle his staff. Will never come back. I leave close by but rather going 20 miles away for better service. Unprofessional, rude and not responsible company. Do not recommend.

  Rosh E
a year ago
Great experience with Sydney and Jacob. Found exactly what I needed and got my beautiful car very fast. Thanks for your great customer service and care P.s. add some snacks to the store, I was hungry

  Luis Vasquez
a year ago
I called before I came in and spoke with Ramses. He was very helpful and attentive. I was able to change my rear breaks the same day and was very satisfied with the service. I highly recommend Ramses as he made the experience a lot easier!! Thank you again

  Danial Khan
2 years ago
I came here with my mother for her birthday to get her a new car and they were amazing and very professional! Special thanks to Pegah for the time and dedication that she put in to make my mother very happy and make everything go smoothly! Customer service like this makes us want to come back here again in the future for more cars! She deserves a promotion, if not a raise!

  Madame Defarge
a year ago
I experienced excellent service from my Service Advisor, Tony, who explained everything simply and clearly yet in detail. I didn t even have an opportunity to second guess the repair findings because he broke it all down for me, like I was a 5th grader, an explanation for which I usually have to ask when I deal with SA s who are fast-talking and technical in their slick jargon. When I arrived, there was a 1.5-hour wait for a loaner without an advanced reservation, which was pretty reasonable. A lot of other dealerships would not have had the capacity to provide a loaner at all for a check engine light walk-in (technically: drive-in), new client.While waiting, I observed some things that didn t sit well with me. In particular, the valet guys seemed to be standing around, shucking and jiving, while huddled by the service valet station. As busy as this service center is, it seems wasteful to pay 6 people to stand around, shooting the breeze and slapping each other s backs.Moreover, the woman at the cashier s window where I had to check out in order to retrieve my car was a bit surly. At first, she tried to gaslight me, as if I showed up there to request an imaginary vehicle or as if I was a scammer who wanted to pay a $2k service bill in hopes of stealing an 8-year-old Mercedes for a fraction of the retail value. (Lord only knows what goes in people s heads to make them respond in the ways that they do.) She input my last name and declared, We don t have anything under that name. It was a strange answer, like why not problem-solve before making such a statement? My response was to ask her if the dealership wanted its loaner back or not; then she had an epiphany and figured out that the car was written up with my first and last names transposed. She could ve done some troubleshooting for that issue before telling me that my car wasn t there and trying to make me look like a liar, or worse like a thief. She was rather pleased with herself when she announced that I owed $2100, but when I told her that I had already paid online, her sense of self importance deflated. She slapped the printed receipt on the counter and walked off. I was actually going to buy a few of the bags available at the store since I needed to organize my trunk, but she was so dismissive and curt that I wanted to get out of her negative energy field as swiftly as possible, so I just chuckled and walked away with my wallet intact. I wonder how many merch sales the store loses because of her demeanor.Another thing that occurred was that I asked to look at the used cars while I was waiting for the loaner, and the salesperson was very aggressive in a way that made me feel heavily pressured and uncomfortable. He declared, I m going to sell you a car today, and I just thought, No, you re not, since I have an established relationship with a no-pressure salesman elsewhere. The interaction felt like a B-movie stand-off at one point.I actually considered buying at MBE for the sake of convenience, but I didn t find the car I sought, and the salesman cheapened the experience. He had slimy, we ve got your car, sweetie salesman vibes; he appeared clueless of the fact that a Mercedes sells itself. Also, the fleet of used SUV s at MBE was pretty small since I wasn t after a GLC or GLA, neither of which is large enough for my family as well as my girls and my diva luggage (including several suitcases for beauty and hair products in addition to 3-4 changes of clothes for shifting moods throughout each day of our CA staycation trips). I couldn t even fit groceries for my 3 food-grazing kids in a GLA; unfortunately, 60% of MBE s used fleet consisted of GLA s, so there were only 2 cars from which to choose, neither of which were the colors I wanted.~~5 stars for Service Specialist, Tony; 1 star deducted for the antics of the other staff~~

  Azadeh Golshani
a year ago
I love this car came here Kevin gave me wonderful fast service. He is the best will never go anywhere else. I have been to others and no one like him caring, compassionate and understanding.Service: Brake service & repairService: Brake service & repair

  Pelos Parados
a year ago
1 1/2 minute read:My wife s car needed its normal service so we decided to go to Encino. Everything worked out well.The Staff is service minded but if you need a loaner , Encino does not provide one.

  Mary Sophia Collin
a year ago
It was an easy car purchase. People from the service dept were very nice especially Daniel, Leslie and Edwin. They re very helpful and accommodating.

  M Brown
2 years ago
Mr Pinkins appears to be sincere, honest and a man of integrity. He thoroughly explained what's needed and what's recommendedThe dealership staff when I arrived were professional and attentive.I will re visit this post after I pick up my car

  Raj Sarma
3 years ago
The sales team was open to negotiating, getting good financing, etc. It was a bit high pressure. They could do a better with attention to detail. For a new car, it had low tire pressure on delivery, key battery low next day, and no windshield wiper fluid. Expected better service from Mercedes.

  soha shemirani
2 years ago
Hi everyone,I leased a CLA 250 car about 2 years ago form this location . During our conversation with sales representative we agreed on 12K miles per year as I need to commute to my school everyday. It was my first time to lease a car , due to my lack of experience they decieved me with contract. They put numebr 10K instead of 12K while I trusted they words. But this is not the bad part yet !!! In the next day I came to the dealership and talked to my sales represntative on phone , and he told me that there is a mistake from us and I ll come tomorrow and fix the contract. The day after that I came again and they refused all things they promised to me . AND UNBLlEVABLY they told me that we didn t say anything Like that, so they told me all lies and disrespected my trust!! also there was a problem with Apple car play and the sales representative told me I have to turn my phone off and on!!! They problem was about the computer not my phone and until nooooow I have to reset my phone whenever I want to connect my phone to Apple car play( stupid solution! ) Last year when I first posted my complaint in Google, the manager contacted me and he told me that we can talk about it, I was happy at that moment that somebody finally cared about my problem! but after my response I never heard back from him!!!!! so please don t think that you are going to Mercedes benz and you ll have the best costumer service, NOT Recommended at alllll!!!!

  John Mauer
a year ago
This is the worst place. Brought car in for warranty service. They wouldn't fix it because they said I broke the part. Took it to mercedes of thousand oaks and they fixed it no problem. David the service manager is really awful to deal with.

  Dallas
3 years ago
I requested and bought an AMG Chrome wheel for $1334.70. When I arrived to pick it up it was silver and the parts department did not take any responsibility in messing up my order.

  lillian hudson
2 years ago
these service guys are so rude and unprofessional, they have no idea what they are doing all they care about is money but your safety is their last concerns do not trust them to give them your car they are so carlessService: Brake service & repairService: Brake service & repair

  Niles Willits-Spolin
3 years ago
From my phone call, to the reservation, to the drop-off and the pickup, stellar service all the way. It really paid off to take the first appointment at 8:00 in the morning.

  Mahmoud Matar
3 years ago
You buy protection from them for your tires when you go to get a loner they never do I don't know why I spent my money with this company worthless

  Sam P
2 years ago
Always fair and honest. More on the expensive side, but I could be worth it for the peace of mind.

  Marcel Wilson
2 years ago
Always quick and attentive even if they are backed up

  Jonathan Galarza
2 years ago
Great service and very good with time fast and courteous

  Constantinos Costa
a year ago
I miss the coffee and snacks they used to have while waiting

  Larry Taylor
3 years ago
I got a very nice car at a good price

  Jatin Patel
a year ago
Very good customer service

  Dani Djm
a year ago
Great customer service and great service

 
a year ago
I would not go hereService: Brake service & repairService: Brake service & repair

  LA New Tech
a year ago
It's ok

  Tina Rodriguez
2 years ago
Excellent customer service!!

  Jimmy Pearlman
2 years ago
5 stars all the way

  Garnik Gareginovich
3 years ago
very poor service and unprofessional staff Service: Steering & suspension repairService: Steering & suspension repair