Mercedes-Benz of Morristown Service, Parts and Body Shop Facility, Certified Aluminum Repair

Reviews

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

  Raymond Nelson
a month ago
I brought my car in for a subframe issue and the service advisor Julio was all over it. They took care of the issue very fast and really did a great job. Julio was one of the best I have dealt with. They even brought the car to my daughter as I had to do this before I left for a trip. Very impressed with the level of service.

  Tiffany LeClair
a month ago
Update: The business has continued to lie to us. Nelson the assistant manager offered us a refund for the repairs made but then went back on his word. When such a fatally serious mistake is made, how can you trust the integrity of any work that was done at the time a service? What other safety protocols were missed? This is mechanic negligence and we should be refunded as promised.Also spoke with the auto group owner, Bill Strauss who was condescending, bad tempered, impossible for have a constructive conversation with, and could care less about how we were treated. He compared the failure to properly reinstall the seatbelt to when a mechanic spills oil- unfortunate but not a big mistake and certainly not a safety concern. His words, not mine. Again I would avoid any dealer owned by Bill Strauss- he does not care about the safety of his customers and is very challenging to work with.Original review: We had a horrific experience with this service center and feel we need to warn others since they gave us our vehicle in a fatally unsafe condition after performing service.We had work done to our Mercedes SUV and upon pick up when installing the car seat for our child, we noticed the service center had failed to properly secure the seat belt. The bolts were left on the floor of the vehicle. The vehicle was unsafe to drive- our child could have been killed in an accident if we had not noticed their mistake. What safety checks are being conducted if this goes unnoticed?We came back a day later to pick up the car once the seat belt had been fixed but there were still more issues. They also did not install the fuse cover (it was left on the floor), carpet (it was left untucked) and the start switch was left randomly on the seat uninstalled. We were told the car would be looked over but it was not. After the first mistake with the seatbelt how could you not care enough to double check the car for other mistakes? Who cares about snacks and a pool table when their mechanics can t even give me my vehicle in a safe condition.I requested the manager call me to discuss this but he did not. He called me two days later only to ask for the loaner back, and never mentioned the issue until I brought it up.

  Igor Mike
2 weeks ago
This isn't what I expected from mercedes benz, I came on Saturday it felt like ghost town or 3rd party dealership, for Simply an oil changed they charged me 150$ their excuse was oil got more expensive and to finish it with that car came out dirty without car wash. A big well known brand as mercedes benz have their wash broken thats incredible very disappointing I been coming here since 2017 never seen a bad service as today. Not returning.

  Hashem Elhileh
a month ago
Terrible customer service and service department rules. Even though I have purchased vehicles from them in the past and I m a paying customer they refused to give a loaner vehicle because I didn t buy that specific one from them. Going forward I will no longer purchase nor service my vehicles with you. You are not performing any free service, I pay for my vehicle to be fixed why would I service it with you and give you business if you treat your customers this way?

  William Smith
3 months ago
I had an excellent experience with my car service advisor Willie caldwell. His professionalism and thorough explanation of the services needed left me confident in the care my vehicle received. Timely updates and efficient communication made the entire process smooth. I appreciate his dedication to customer satisfaction. Big thanks to Willie caldwell .

  Amb
4 months ago
I ve gone to MB of Paramus (where I leased my vehicle, MB of Edison (closest one to me) both with the most terrible customer service. Trying out the Morristown location was the best decision I made! Julio was informative, patient and very detailed when explaining things to me. Definitely will be back.

  Diana G
5 months ago
Today I took another half day from work, for their error and on my way I called to confirm with the service advisor that I would be getting a new tire and to inform him I was on the way. He wasn't in today so I was directed to speak with Paul who would take care of me when I got here through express service.I arrived at Mercedes and asked for Paul to the same ladies who were doing Vallet from Monday. They were under the impression Paul was not in for the day so I went to the receptionist and asked for the manager. Who after having communication with I realized I spoke with earlier this week when I couldn't contact my service advisor.The manager was the tip on the ice berg for me. Nelson Marquez the service manager did not help make this experience any better although these series of events were not my error.After I explained to him what happened we walked over to my car to see if the tire would be covered. He informed me that the tire would be covered because it was a road hazard. He then continued by saying the valet is not in charge of repair .so I said then she should've directed me to an advisor not taken my car brought it back and had me leave for no reason. He said "well I'm just giving you information" and I said "I understand but she should've told me the next step to go see an advisor" he said you know what you ma'am you are right in a very stern and attitude filled tone. Then walked off on me. So I went in and said oh I was looking for you because you walked off and I didn't know if u wanted me to follow you. He became very nasty in front of his staff and said "well you were cutting me off (which I wasn't) and I went to get and advisor." Even if that was the case he shouldn't have walked off.So I asked for his name and he said actually I'll get you my card. went in his office and came out with his card. I said my name is Dr. Gerges so when you get the review you know it was me. He said "oh you didn't say you were a doctor, you should have said that"I said doctor or not, i Shouldnt get respect due to my title it should be given because I am a human! And I got very upset and with tears on my face just said look dude repair the car. And we both walked off. I waited in the service garage for a few until Vallet invited me in for coffee I sat there for a few and when my car was ready I left. He did not attempt to resolve the issue or care how I felt. If I deal with Mercedes again it won't be with the service at Morristown.

  Linda M
4 months ago
NEVER AGAIN. I'm dissatisfied with this business. Despite waiting for months to pick up my car, they repeatedly misled me about its readiness, citing delays in parts or rescheduled days. The body shop manager showed no concern when I addressed the issue, and the front desk lady was rude, making sarcastic jokes about charging our credit card a significant amount. Overall, a disappointing experience.

  Amed Mayorga
2 months ago
For a business with the Mercedes name they have terrible customer service. They almost never pick up the phone. 0 updates on the repair on my wife's car. Almost a month waiting and no response from them.

  Dashon Baker
5 years ago
I brought my car in for service and apparently problem after problem occurred resulting in my vehicle not operating at all. These people have terrible customer relation skills and left me with a major problem (vehicle is not drivable and does not even start up) then they requested a $1500 down payment to cover repair costs of tearing apart my engine before any work is performed just incase my extended warranty coverage does not approve their claims.My vehicle was driven into the shop . There is no reason my vehicle should have left on a flatbed that they paid for after the damage Herman Diaz called the police on me because he no longer wanted to deal with me or my vehicle after the problem (whatever occured) happened in THEIR SHOP IN THEIR POSESSION A WEEK AFTER THEY PREFORMED AN INITIAL SERVICE.(This is the second time they messed up my vehicle) The first time they messed up my blower motor and didnt want to fix the problem. That job costs me $1100 .THESE GUYS ARE CROOKSAThey told me to contact my lawyer .Response to your response ;---- -----------That's all fine and dandy . But you guy fixed the initial problem and sent me home with the vehicle (because you guys needed back the loaner soooo bad ) and it was working fine. I had no complaints while I drove for the week or so that it took to get an appointment. Which then when I returned it for continuance of the claim to change my motor mounts, it apparently had "internal engine failure " .... what a coincidence that all my covered parts kept failing ... #SCAM

  Irina Isaenka
6 months ago
I m not satisfied with the service provided((The car was taking to the services on Wednesday with promise that I ll pick up on Thursday. On Thursday, when I called to ask when I could pick up the car, the adviser said that the car was not ready and he was going to call me tomorrow. On Friday, I called about 3 PM to ask again how soon I could pick up the car, but I was kicked to voice mail which said that adviser was off today. I called the service itself, but they said that the car was not ready and I would be able to pick it up only on Monday. For five days Mercedes service didn t provide a loner car, so I need to manage myself what car to use (taxi, friend s car). I also didn t receive any notifications on my App on Thursday and only on Friday when I started to call them I was getting notifications that my car was unlocked. So, I assumed that my car was in the services on Wednesday, Thursday, and until 3PM on Friday untouched. On Monday, when I picked up my car, a got an error on the cluster panel which I didn t have before and adviser said that was ok. I don t think that s ok giving back a car with new errors after the service. In conclusion want to say that I would never expect that bad service to each a luxurious vehicle.

  David Mitchell
4 months ago
CustomerService is top notch. There is another dealer closer but I go out if my way to go here. Labor expensive though. You get what you pay for, though.

  Will Taylor
a year ago
Always get great service here although it is expensive (expected though). Been going here for over 10 years. My service adviser Julio is excellent. I know I can always count on him to help me with whatever I need. He has great attention to detail and will find things that are needed while my cars are still under warranty. Julio gets things done fast for me especially when I need a car back quickly. I consulted him on purchasing a used G Wagon and he told me what to look for and checked some VINs for me. I know I can always count on him. Love that they pick up and drop off my car at my home or office for me.

  Sunny Orchid
6 years ago
mercedes slogan The best or "nothing" is true but it come with price tag when it come to fix, maintain your mercedes, however you'll get loaner car, full coffee bar, snack, drinks (no alcohol), even have small pool table, TV, wifi

  Brian Fernandes
a year ago
I had an excellent experience with Mercedes of Morristown's service center thanks to the outstanding customer service provided by Ed and the shop manager Herman. I came to the service center with an issue, and they both listened attentively and showed a deep understanding of my concerns. They took the time to explain the repair process and kept me informed throughout. What really stood out to me was how they went above and beyond to resolve my problem. Their attention to detail and dedication to customer satisfaction were truly exceptional.Overall, I highly recommend Mercedes of Morristown's service center for anyone in need of servicing their Mercedes. Ed and Herman are truly exceptional professionals who exemplify what it means to provide excellent customer service. I would not hesitate to bring my vehicle back here for future repairs and maintenance.Service: Auto water leak repair

  Shanel Sommers
a year ago
Where do I start? Morristown Body Shop and Mercedes Customer Care has provided the WORST customer service ever. My car has been at Mercedes Morristown for almost 2 months because they are unable to locate a part. As a result, my insurance is unable to support with paying for a rental. The idea of having to pay not only my car note $500 but also pay for a rental $900, bought so much stress! I work and live in two different states so my car is a necessity. I was told by Mercedes Customer Care that Mercedes would be able to support with provide a loaner car. However, when I called Mercedes I was told that they do not support customers who have their car in the body shop. This back and forth between Customer Car and Mercedes Morristown took a couple of days. I was trying to get a consistent explanation on what support I would be able to get but every time I got a different answer. Eventually I was able to get someone from Mercedes Customer Care who tried to call on three way to get support for me. She truly understood my dilemma and apologized for my experience. She went the extra mile, to call Mercedes Morristown on three way with me to get support. Her and I were given the run around again. One person said they would have a car available, while Rafael Castro, the Body Shop representative at Morristown Mercedes, continued to explain that there was nothing they can do to help me. So me being solution oriented, I asked if I could purchased the part myself and then Mercedes put the part on and reimburse me the money since again its my insurance is paying for the repairs. My insurance explained that it would be up to Mercedes. Progressive was no better in their support. Rafael originally explain they would honor this if the part was an authentic part. Surprisingly, I was able to find MANY authentic manufactured parts so I sent the image to Rafael and he said it look like the part but he said if Mercedes' part came in they would not use the part I purchased. At this same time ironically, he now had an ETA for the part to come in. It put me in a difficult position because if I ordered the part and Mercedes part came in, I would have wasted $400. So, I decided to not purchased the part. The promised time to get the part from Mercedes was 11/22. AND GUESS WHAT! I had to call the Mercedes Body shop for them to tell me they did not get the part. So Now I have already paid $900 for a car rental for 2 additional weeks and i still have not gotten the part and my car is still sitting in Mercedes Body Shop of Morristown. My insurance, Progressive, was been no help and Mercedes has been NO help.I will continue to post how these company treat their customers when they are the working class trying to make. This is sad and unacceptable.Service: Auto body & trim repair

  Adrian
10 months ago
Bought a car from Mercedes Caldwell bought a car from Mercedes Paramus .. and bought a car from Mercedes Morristown .. I must say this has to be the worst service I have ever experienced made an appointment when I was told I have a loaner take a hour trip out of my way after work to be told my appointment didn t have a loaner i explained the situation my service advisor when I got there and I was told there s nothing that can be done took 3 voicemails and a week later to get a call back from the service department manager to tell me he can basically take me back to square one and set and appointment for me geez thanks for being a great manager and doing absolutely nothing to help the situation . Even if you bought your car from Mercedes Morristown I d recommend going to Mercedes Caldwell where they ll treat you the way you should be treated

  Bill Clark
10 months ago
I have a Mercedes dealer 10 minutes from me In Newton, NJ, that I avoid at all cost due to their service department, it is well worth the time to go here.Service, prices, employees and waiting area are greatI will be back for service and for my next mercedes

  Imara Charles
a year ago
UPDATE 7/24/22.. they ended calling me about the issues I was having. The poor drive was related to rust build up from the car sitting on their lot so long. They fixed the issues for free and returned the car in working order. And it s driving well now. Unfortunate that it took nearly 3 and 1/2 months and that communication was so poor. But I appreciate their efforts to make it right. My car was in your body shop for almost 3 months. After the first several weeks- I called to check the status and no one had even looked at or moved the car. That s 3 months of car payments for which I did not have my car. And I ended having to go buy a new one - just so I could stop wasting money on rentals. The original estimate was $16k and then it exploded to $37k - and the team still chose not to total the car. There was no discussion or communication about the change in cost or any options. After picking up the car- it drives so poorly;the brakes don t work well or smoothly , the ride is so bumpy, and the car has so little power compared to before. . When I asked them about it- they said - that they agreed that it seemed a little off but was within the range of acceptable . To make matters worse- when I picked up the car- there was so little gas in it, that it stopped on the side of the road not even half a mile from the service center. After a traumatic accident- Mercedes made the entire situation worse.Services: Auto body & trim repair, Electrical repair, Air & cabin filter replacement, Steering & suspension repair, Auto glass repair, General repairs & maintenance, Auto engine diagnostic, Auto engine tuning, Body & Trim, Auto brake repair, Engine repair, Vehicle Inspection, Auto detailing, Wheel alignment, Brakes, Auto tire replacement, Vehicle safety inspection, Auto maintenance, Battery

  Tarun Arora
a year ago
I have been going to this place for 5+ years. Customer experience had been exceptional. During my last visit I realized that their customer experience has declined. They provide Toyota and Nissan cars as a loaner. As a luxury car owner, I expect luxury cars for loaner.Service: General repairs & maintenanceService: General repairs & maintenance

  Ben D
7 months ago
Unavailable when called - didn t return phone calls. Details of service not logged - specifically brake life remaining was not written down. When they do return calls it can take days.

  Vinnie M
a year ago
Alex Marshall was a dream to deal with and an overall really nice guy. He was diligent in his work and made the process very smooth. I would never want to work with another service adviser as I have trust issues due to poor previous experience elsewhere. Morristown Mercedes Benz service is second to none

  Claudine Mauriello
2 years ago
I love my service advisor but my last service took 4 hours just yo have two tires put on and balanced. I am patient because I get it but it was a long wait. Facility is really nice and all off the staff are great. Usually they are fast with service. I have to wait for my car. It a was fine.

  Zahra
a year ago
I wish I could give zero star. The worst benz service in the USA. The ppl were so rude to my husband bossing him around to drop off the car for service. And after coming home we realized the wheel cap was not put into place. And when we called they claimed they didn t do it. I mean who else rotated the cars wheels. Apparently not them. You pay so much for a benz and expect good service but not here!!! Not to mention wherever we have taken our car for service they take a video for us. Not here!!!!!

  Lori Young
3 years ago
Always a great experience, Willie is always very professional and personal at the same time. I only have one complaint this time. Which is not Willie s fault. After I came to pick up my car, I waited over 15 minutes for it to come and the attendant, whom was great. He had helped me find my glasses in the loaner, had come to see why it was taking so long to get my car. He went to get it and noticed the service guys did not wash it this time. He asked if I wanted to have them wash it but by then I just wanted to go. On my way home I called to speak with the service manager and left a voicemail for him to return my call. I have yet to receive a call and it s the next day. I did get a courtesy call from the service dept asking about my experience and told them the same thing and she said that she would have him call. Still nothing

  Alex Aquilino
a year ago
Make sure you take a copy of the damage waiver to protect yourself in the event there is a dispute about damage to the car. Response to dispute led to inconsistent communications from the dealership.Service advisors at this dealership take zero accountability for the work performed on the car. A documented task on the work order was not performed and the response was not an apology or assurance that work orders would be followed again.Strongly do not recommend.

  Nam Tran
a year ago
Clean place and quick turnaround. 2 star rating for their ripping off. Brough my brand new 2022 Sprinter in to clear SRS code, front left and right malfunction and they charged me $380 for it. The SA told me they charged a flat rate for the service, no matter if it would take their technician 30-45 minutes to do it. I don't mind paying their $200 labor hour rate but paying $380 for 30 mins or less of work is just outrageous. Definitely not coming back

  sean saunders
3 years ago
I have been with MB of Morristown for 5 years. The team is ultra professional, responsive and helpful from ensuring good quality loaners to keeping me regularly updated on my car and providing easy to understand diagnostic assessments. I especially appreciate Willie Caldwell for his high level of service, clear & accurate estimates as well as help prioritizing when everything can t be done!Great shop!Services: Tires, General repairs & maintenance, Engine repair, Auto detailing, Wheel alignment, Brakes, Oil change

  Jack C
4 months ago
Very nice and fast service

  Barbara Kinnecom
3 years ago
I had B1 service done - it was really my first service. This was reminded to me by my car which I love since it allows me not to worry about when its due. The service area is always so friendly and efficient. Ed Salwan is very informative and I feel confident in his service. They communicate very well and I always feel important in regards to the customer service. Keep up the good work, everyone!