Fletcher Jones Chicago Service

Reviews

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

  Kevin Beary
a month ago
Called the parts department on Saturday 3/02 at 10:33am. Was asked to hold and waited on hold for 19 minutes. I was told part was in stock so I drive to the dealership. Arrive at 11:43 to find a note on the parts desk that they are lunch to an hour. No mention of this on the phone when I said I was coming to pick up the part. 20 employees walking around this place and no one will assist with getting me the part. This place is a total joke, avoid.

  Jackie Zuno
a year ago
Brought my Mercedes for service and my advisor was Jawad. He was extremely helpful, explained what services were recommended and made sure it was done in a timely manner. My vehicle was clean and ready as promised. I m looking forward to future services.

  Matt Kaminsky
5 months ago
Very challenging 2020 C43AMG with multiple warranty visits. All I can say is that Andrew and Goeff in the office do their absolute best to have happy customers. Mark is an excellent tech and shop foreman. Cars break and need service. Would not hesitate to bring any Merc for them to take care of.

  Chrysoula Sarantopoulos
2 months ago
Eric McGregor in the service department is a professional, courteous, knowledgeable helpful and understanding. Transaction was easy and he even smiles!!!

  Sheila Gayden
a month ago
I purchased my mercedes from here. I had a service done on my vehicle. The service was quick, and I had snacks while I waited.

  Annabel Lam
11 months ago
Service associates are not friendly and unhelpful. I was recommended over 10k of unnecessary repairs with no efforts made by associates to assist me in understanding the maintenance needed. Every clarification question I asked was treated like a hassle. I understand Audis come with high price tag for repairs, but damn can I get a smile or a positive conversation?Service: Auto engine diagnostic

  Ruben Tyiran
8 months ago
They need to make the Sprinter Service office more accessible. Went with my brother to pick up my Metris van from an oil change. We weren t allowed past a certain point with personal vehicles . Had be dropped off on the other side of the building near the normal service office, and walk outside the building, through the bushes (not even a walkway) to go pick up my vehicle.

  Jose Chavez
2 weeks ago
I would like to express my gratitude for the prompt diagnosis and efficient repair of my Audi Q5.

  Allison Hart
a year ago
We went in to the Fletcher Jones Service Center for our routine yearly maintenance for our q5 a couple weeks ago. They absolutely insisted we had a puncture from a nail in ONE TIRE. According to their technicians, they do not do puncture repairs and if we wanted it replaced they would be required to replace all four. Why would we do that?!We went to another place in the city and they took the nail out. There was NO PUNCTURE. Clearly Fletcher Jones didn t do a truly thorough check. They didn t even do the bare minimum of doing a quick water check which would have showed no puncture. Took less Wanted to scam us into getting all new tires when ours are all good. DO NOT USE THIS SERVICE CENTER UNLESS DESPERATE. And definitely take anything told to you with a grain of salt.

  Jesse Potter
11 months ago
I bought a certified pre owned 2016 S550 Benz 4matic in 2019, it had 28000 on it, a beautiful car. I don t drive it winters. Well shortly after my purchase my driver side bulb went out and they put in a new housing. They replaced the housing in 2020. The new housing how has a blown light. Let me remind you I only drive my Benz 4 months out the year then I put a tarp over it and store it winters in my heat controled garage . Well another Benz dealership said that it wasn t put in right so that is why it blew again so soon. I reached out to Andrew the service manager at fletcher jones Benz of Chicago after having the Benz dealership in grand rapids Michigan attempting to do the same . Well he email them after a week saying they aren t at fault and he is ghosting me and not returning my calls. They will give you a good price on certified vehicles, but their customer service s suck . Please get your cars serviced else where oh and the part cost included install 4 plus thousand dollars .Service: Electrical repair

  Kirstjen Lorenz
3 years ago
I took my car in on Tuesday morning for work that needed to be done under the warranty as well as 2 recalls. The customer service consultant seemed very slow in responding to my questions. When I called and ended up speaking to someone else, she told me not to call, as this made it look like she wasn't doing her job. When I emailed, if I asked 3 questions, she would answer one question.My opinion is that a customer service rep is there to manage my expectations and make sure that the process is as efficient as possible. She is also supposed to make sure that the repairs are explained to me and to the warranty company to our satisfaction, and that we all sign off on the work, and that the work is done in an expeditious manner. When the diagnosis was being conducted, photos of the damages were taken, but rather than sharing them with the warranty company when the plan was submitted for authorization, she elected to withhold those photos and share them only after the warranty company indicated that they were required. In my opinion, since those photos had been taken, they should have been submitted at the outset, streamlining the process by several hours. As it was, I had to email the service rep several times to push her to do some pretty basic tasks, including that one. After 3 days, they told us that the work was done, but that they were waiting on payment from the warranty company. I was exasperated and finally called the warranty company myself, ready to do some serious shouting, but was told that the repair team at Fletcher Jones had never submitted a final bill, and that the warranty company can (and generally does) make payment via credit card over the phone. My call to the warranty company was answered by a human on the first ring, and that human explained the entire process to me in one simple phone call, answering all of my questions without transferring me or putting me on hold once.I then had to email the customer service rep multiple times to get her to make this simple call. I didn't hear back. Finally, I emailed again, indicating that I was going to be in their shop to pick up my car at 430pm, and I expected by that time that they would have resolved all the payment issues with the warranty company.They included on the invoice that they washed/vacuumed the car, but neither of these things had actually been done. In the end, my bill was over $3200, which includes $604 for parts and the remainder for labor, charged at a rate of $210 per hour. They took my car for 3 full days, provided an Uber voucher that got me halfway home or halfway there, and no other means of transportation. They were not willing to tell me how long they would be keeping my vehicle when we dropped it off, and were not willing to provide an estimate as to how long it would take to complete the authorized work. This has been my experience in the past with Fletcher Jones as well. They are not efficient, they don't manage my expectations, they don't know how to properly schedule work, and they do not work efficiently in providing complete details and getting authorizations from the warranty company. Every experience with them has been frustrating. I don't plan on returning.

  Crystal Williams
11 months ago
I know of someone that used this service and he was told they he had to give them $200 to get his car. He was waiting for a lo g period of time . You do.t do ppl. This way of you want them to continue to use your service. The service guys were being very rude and he was also ignored the entire time he was there. 5/2/23

  nicholas erickson
3 years ago
Although my personal experience thus far with my Mercedes hasn t been ideal, there is one person who makes the service visit exceptional, time after time. Lynn Olson has welcomed me back every time I come in, consistently providing accurate updates and wait times, Lynn remembers details and little things- to me this is gold.Most dealerships operate on a much less personal level and when you schedule service, you deal with whoever is there- this can be efficient and minimizes time wasted for clients, but often the personalized feel diminishes; Fletcher Jones Chicago manages to efficiently direct my needs to Lynn every time and it has made all the difference.My car has been in the service center at least six times in the last two and a half years for the same two problems, and that is an absolute joke, but having Lynn as my trusted service advisor has certainly softened the blow. Better yet, the salesperson who sold us the car stopped responding to emails months after the deal was done, but not Lynn. When Lynn is overseeing service on my vehicle I can count on a text or call update daily, AM and PM; friendly and to-the-point every time.Thank you Lynn Olson!!!Service: Oil change

  Nancy Pender
a year ago
My biggest gripe with this business is their lack of service. The car wash is chronically close for one reason or another and in the 3 years I ve had my car, it hasn t gotten better. As far as the service people- meh, they re ambivalent about you at best. Really disappointing operation. You expect stellar service when you buy a Mercedes. It s why you pay what you pay, but Fetcher Jones of Chicago? Something s gotta give over there.

  Nader Sadi
a year ago
Today, I had an opportunity to be assisted by my service consultant Chuck Benson. Mr. Benson provided me with superb customer service. He was kind, and assisted me in a timely manner. He made accommodations to my requests. Very happy with the service I received today compared to the terrible Orland Park location. Will continue to come here for my future services.Services: Air & cabin filter replacement, Oil change

  Chris Gallagher
3 years ago
I bought my Mercedes from Fletcher Jones in October and want to give you kudos on my experience with the first service issue.In a nutshell, I needed an oil change, and there was a problem with the trunk locking and the driver side window. After a 10 minute call explaining the problems, Fletcher Jones literally picked up my car 30 miles away and brought it to your service center to resolve all of the issues and then brought it back.In addition to the flawless service execution, the use of automated technology as a quality assurance check has been amazing! Within 72 hours of solving my problems, I then get a call and this email double checking on my experience.Incredible customer service! A+Services: Electrical repair, Oil change

  Michelle Browning
2 years ago
Just don't go. They are dishonest. We spoke to the Service Manager, Andrew. He refused to run a simple diagnostic unless we agreed to pay a minimum of $500 for 2-hours. We were quoted $250 for minimum of 1-hour when we brought the car in. He refused to honor it.Service: Auto engine diagnosticService: Auto engine diagnostic

  Derrick Carter
a year ago
I d gone in to inquire about a new car. Mostly interested in the GLE or the GLC depending on how they felt in person.The woman who was assigned to me was far from helpful and almost disdainful in her dealings with me.Didn t offer a test drive, didn t offer much in the way of anything really. I found this surprising as I d bought a used Cayenne from them before and was quite pleased with my assistant and my purchase. I m the end, I bought a Defender from Howard Orloff, who were amazing and quite helpful.

  richard duran
9 months ago
Can t get anyone to answer the phone. Last time I dropped off my car they didn t touch it for 30 hours so I picked it up and went elsewhere. I m trying to call parts department, no one answers.

  Dan Dantuma
3 years ago
Just got my Benz serviced with tires, oil change and brakes. Once again the service center took great care of me and got my car done a lot faster then I thought. Was also nice the paid for an uber to get me home. Love this service center.Services: Tires, Brakes, Oil changeServices: Tires, Brakes, Oil change

  Glenn Gilliam
4 years ago
Poor customer service and follow through on incomplete repairs. Main issue I brought my vehicle in for is still unresolved after paying quite a bit of money. Low commitment to quality service. Low business integrity.

  Mike M
3 years ago
Total scam artists. They tried to charge me $400 for a tire on a loaner that had low air. They tried to pull the EXACT same scam on a friend of mine. If you have an Audi, take it to another dealership for service.Service: Auto engine diagnosticService: Auto engine diagnostic

  RS
4 years ago
Do not give Fletcher your email. No matter what you do they will not stop emailing you. Their unsubscribe does not work and they will fill your email with spam. Had to report them to Federal Government and Mercedes Corporate. So ridiculous.

  Joyce Lewis
a year ago
Explain to me what was being done. Very perfessional, and very accommodating to my needs, in order for me to do my job, while I wait.

  Peter Condich
2 weeks ago
Service dept was great.

  Nick ismajlaj
8 months ago
Miguel M was great help me out with my last visitService: Auto engine diagnosticService: Auto engine diagnostic

  Travel Buzz
2 years ago
I m not sure what s going on here I ve be waiting to have a luxurious experience but it just hasn t happened!

  Fernando Garza
a week ago
Great service

  Tamra Wille
3 years ago
David at the outdoor car wash is the best. So courteous and helpfu.

  Valentina Michelle
a year ago
Staff is very helpful good team work