Mercedes-Benz of Midlothian Service Center

Reviews

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

  Jeff Chen
a month ago
One of the worst experiences I ever had in a service center.I brought my vehicle into the service center for issues that arose when starting the car in the cold (~30F) as well as a brake booster recall service. Basically, the vehicle was inoperable (vehicle believes it is in drive but is in park, unable to shift gears, dash displays messages such as "Door open, vehicle not in park", "SRS restraint system malfunction", "Drive to workshop". RPM on indicator dips to 0 and every warning light is on. Check the attachment for an image of the issue) unless I let the vehicle warm up and then rehook the battery terminals. In warmer temperatures, the car works fine. After not receiving any message/calls for a week, I called the service center multiple times across multiple days and wasn't able to reach my service advisor. The service advisor finally reached out to me and admitted that he was calling someone who sounded "younger". I'm not sure how he could be making that mistake since I was able to leave several voice mails asking him to call back to my phone. I verified all my contact info with the service advisor when I dropped my car off.I went forward with the service (ISM replacement) and ordered and installed a Mercedes battery from the Mercedes Benz of Richmond since I was quoted an extraordinary amount for the battery replacement. The car ran fine; however, the issue was not fixed. I started the car up on another cold morning and faced the same problems again.When I brought my vehicle to the dealership the second time, I was given the same service advisor and was told certain steering components need to be replaced according to the codes. I was also told this was a "new" problem despite the vehicle having the issue starting in the cold for over a year. Seeing how the diagnostic process has not changed (checking only the codes), I decided to reject the service and will be charged $259 for the diagnostic.In a nutshell, what this service center did was they only checked for codes and did not bother with any larger underlying issue which may be causing the codes to appear. There is no incentive for the service center to truly fix my issue since they did not change anything in their procedure after the initial servicing did not fix the issue. We had to provide an explanation on the issue both times we had the car serviced which the service center completely disregards in favor of checking for codes only.If your Mercedes vehicle needs servicing, go to the Mercedes Benz of Richmond instead. Their communication regarding the battery order was top notch unlike this service center.Edit: I received a call back regarding the service I received and there are several additional things to add. The technician was unable to reproduce the issue which was not informed to me in the service report or by my service advisor. The battery replacement was an optional repair for end of life which was not communicated to me at all. The technician believed the battery was end of life when it was actually only 4 months old. The steering column issue found in the second service visit failed several test that passed in the first service visit. The service center did not have an explanation on what caused the failure and why this steering column fault presented with identical symptoms the first repair was supposed to fix. Testing was done on the wiring of the ISM and steering column wiring which did pass which was apparently enough evidence to justify the ISM and steering column was the culprit behind the issue. Personally, I do not believe that enough work was carried out in the diagnostic and I'm glad I did not go through with the steering column replacement.

  Scott Bumbaugh
2 weeks ago
The past two times I have been here have not gone smoothly. Prior to that, things were just fine and I'd prefer to go here than the one closer to me because I can't even get in there...too busy. However, a routine 60k service took 6 hours to which I found out that I could've gotten a loaner vehicle after waiting for 5 hours. This past time, I scheduled a part to get fixed 3 weeks ago. When I took the car in I waited for 2 hours to find out that they didn't have the part even though it showed as being ordered on their computer. I'm holding out hope for when I return that things will go smoothly this time. I will say that the individual that spoke with me was very apologetic throughout the process.

  Caroline Cabell
2 weeks ago
Alan is the best. We are so happy to have him as our vehicle service manager. He takes such good care of us and really makes it feel personal not just professional and he is very professional!! Please give him kudos.

  Chris Donahue
2 weeks ago
Dropped off car for 8am appt. Heard nothing from the service department all day. The service dept sent me a txt as a means of communication within minutes of check in. Car was finished the next day.It would be very helpful to receive communications to provide status of car and when/what day it will be ready.

  Ross Disney
2 days ago
Scott Lambert, my Service Advisor, was friendly and professional in his interactions. He also ensured everything was completed on time.

  Christopher Nalley
4 weeks ago
If I could leave zero stars I would. Service Center, is the true definition of incompetent. Very hard to get a hold of anyone when you call. The reps are always trying to upsell extra maintenance/service work.

  Sean Evans
4 weeks ago
The service guy stereotyped me as a tow truck driver also he seems to get upset when I refuse to pay $1100 for an oil change and by me wanting to save money on my tire!

  Idelin Augustin
4 weeks ago
The level of care to my vehicle was great and always has great service.

  Angela Wilkins
2 weeks ago
Mr. Rick Nelson was the most passionate person I have ever met. Thank You

  Mark Gambardella
a week ago
Great people. Travis and the technicians are helpful and professional.

  Tonjia Peteet
4 weeks ago
I am disappointed that my inspection fee wasn t complimentary after I opted to have everything repaired that was suggested.

  Yoon Hee Cawley
4 weeks ago
I had a flat tire. It was emergency, but Midlothian Mercedes-Benz helped me out so quickly, and got it fixed.

  J P
a year ago
My wife took our vehicle in for a recall service. The customer service was very cordial and welcoming. And they inspected and replaced a defective part accordingly. After the recall service was completed, they even washed and cleaned exterior of the vehicle.I was very pleased since I had to clean it for my wife later on.

  Rick Bishop
7 months ago
Bought second Mercedes here because we had great prior experience with the first MB. Service has gone downhill. Will look for different brand next time. Also, we have a Porsche Macan and service at Euroclassics is great. Guess we got spoiled.

  Rodney Martin
2 weeks ago
Always great service and care. Professional.

  LJ Samuels
2 years ago
I was having a very difficult time locating a new Mercedes with the colors and options we preferred. Alon went way above and beyond the sales personnel I spoke with at other dealers. He modestly claimed that all of his extra effort to find us exactly what we wanted in the midst of this historic car shortage was just doing his job. I highly recommend Alon and Mercedes-Benz Midlothian if you are in the market for a new vehicle!

  Sergio Canales
10 months ago
Customer service is outstanding. This is how an experience of purchasing a vehicle should be.Thank you Gerardo Mu�os !!

  Premier Auto Solutions & Sales
8 months ago
Great service, great communication. Would highly recommend this location.

  John Massengill
8 months ago
Expensive and they do not offer loaner vehicles for Sprinter repairs

  Eli Rich
3 weeks ago
Did a great job.

  mary lyons
a week ago
Fantastic customer service

  Terri Rainey
a year ago
Always great service. Only place that will work on my Baby

  Sherry Sammy
2 years ago
Worst customer service experience ever

  Kevin Savage
3 years ago
This place set the bar for service and parts!

  H. Wray
2 years ago
Great service.

  Rando 54
3 years ago
Good folks.

  April Coleman
a day ago
Good experience. Still not sure what the car s diagnosis was. But they got me in and the car was looked at and the check engine light is now off!