Mercedes-Benz USAReviews of mbusa.com

Purchased a used 2016 E350 4matic with 82000 miles from a certified merecedez dealer. The vehicle was purchased as is but was inspected and sold to me as a reliable vehicle by a certified dealer. Drove the vehicle 5000 miles and have not had the car for two months because they can not find the issue. Was told by mercedez usa reps that nothing can be done and that I'm at the mercy of the dealer. Please do not buy used vehicles. Don't be like me I'm very saddened by my situation.

We called for roadside at 3:40 at 4:29 I got a text saying it would be there in 90 minutes. I called at 5 to check, he asked I wanted to cancel I said no. Checked the update at 6 said they were there. Called them, he said another two hours. Who is open at 8pm to fix a flat. Unexceptable service.

We own a 2011 BlueTec R350 MB which we extremely love and we can’t part with it even if it's no longer drivable. We did agree to participate at the beginning of 2022 in the Emission Modification program that the MB offered at no-charge for cars of our model. We gladly accepted it considering the benefits that were listed (extended warranty on some parts). Little did we know what that modification (present) would bring us in the near future. It took an entire week to complete all the work required and we received the invoice detailing all the changes made d on our car including the replacement of the timing chain and tensioner. After picking up the car, we did test it for the next few days but we didn’t really go on longer trips to check how our car would behave while driving for a longer period of time. After a few weeks, less than 2k miles after we picked it up from the dealership, we were having the first long trip after the extensive work done on our car and it was then when we had the most frightening road experience. While driving on a passing lane, the car made a sudden stop and the engine started shaking really hard while making a very loud noise. We pulled immediately over and never drove it again. It was in the middle of nowhere and we made lots of phone calls to our insurance and towing companies for help and we had to wait several hours until it got dark and we could hear coyotes howling close and nobody showed up. Luckily we were traveling in a group and we got a ride from the other group members to the nearest city that was about a few hours away where we spent the night at a hotel. From there we rented another car and a flat bend to tow our car to our destination (8 hours away from where our car broke). We called the dealership that performed all the emission modification work and we were advised to tow the car to the closest MB dealership since we were too far away from them. After several days we were told that the engine failed and they don’t really know what is going on with our car. They didn't even provide us with a loaner while working on our car. We towed it to another MB dealership for a second opinion and after several days of looking into it, we were told that most likely it’s an engine failure and in order to accurately diagnose it, we need to pay $5000. That was an extremely high price for us. We tried to negotiate the amount to no avail. Everyone who we talked to from both dealerships were expressing their compassion saying that it’s very rare when a diesel engine of only 111k miles on it would fail like this. They were saying this is a “baby engine” and with the history recorded from the previous dealership, the car was well maintained. We’re so disappointed that we accepted that offer that made us lose our loved car. We've spent hundred hours calling the local dealerships and the MB USA and we couldn't negotiate the price. A company with a MB reputation shouldn’t treat their customers like this. Nobody else worked on our car except for the dealership and yet, they took no responsibility for their work. What if truly the timing chain and the tensioner caused all these problems? Shouldn’t they check by themselves without having us pay extraneous amounts to diagnose the problem? We hope no one else goes through what we went through.

I have purchased Mercedes since 1975 and over the years contributed millions to service and buying your cars. Recently I experienced the worst service I have ever experienced since 1975. I had no idea Mercedes had gone so far downhill. Not only did you have my car in service for an entire month because you had a shortage of laborers and could not get to it but you had no loaners either. So I spent a fortune on a car rental just because you had no mechanics. Also you would not honor my extended $3600.00 warranty which I still pay $50.00 a month for in my contract and have NEVER used. You would’t cover a measly $1900.00 fuel pump. I will never buy another Mercedes again and since I am still paying for this one I may have you repo it and quit payments…I was treated like garbage. No one was nice, no one returned my calls no one gave a damn. Deplorable service…I could get more from a sleazy used car lot. I won’t need Mercedes Financial again because this was the worst experience of my entire life in dealing with Mercedes. I am seriously thinking about quitting payments just to get somebody to pay attention to my dire situation and that is pathetic. When you bless somone and they curse you. You then become the cursed. I have blessed Mercedes for years investing in new engines.(my 82 is still on the road) I have overpaid for cars over and over because I was so happy with the service provided. But this experience on 12/6/22 has been a nightmare beyond my wildest disappointment. I have been treated like garbage….after being a loyal customer all over the world since 1975. and I cant get anyones attention everyone in your customer service are liars and do not return calls and frankly don’t give a damn. Well then neither do I. I may have you repo it just because I am so upset and infuriated.

Nightmare lease from Mercedes Benz of Tamp Bay!! I am a Physician and Healthcare Executive in the Tampa area. I leased a2019 E450 convertible from the Mercedes Benz of Tamp Bay with lease ending at end of August 2022. With the known shortage in many supplies during the Covid’s pandemic, I contacted Mercedes Benz of Tamp Bay dealership in January of 2022 to start my orderer of the E450. I was referred to a Sale Consultant by the name of Mecca Murrah who I called right away. She answered my initial call and emailed me few options for the vehicle but never returned my additional calls or texting to complete the vehicle selection and options. With my very busy schedule I finally requested a meeting with her at the dealership in April 2022. We met then and completed the order for the new E450 with a PO# 0271742977. That was the last time I heared from Mecca Murrah although I tried to call here every two months for any update. Without any information about the new vehicle, I decided in early August 2022 to stop at the Mercedes Benz of Tamp Bay dealership where I met with a Sale Manager by the name of Alex Cook. I reported my poor experience with Mecca Murrah and requested another Sale Consultant to manage my new leasing process. He provided me information about the location of the new vehicle but promised to contact me soon which he never did. I decided to return my 2019 E450, and use my college’s son car, which was completed by Alex Cook who again promised to contact me with updates. Well, again that was the last time to meet or hear from him. In September 2022, I called the MB of Tampa dealership and requested to talk to the Sales Manager. I was connected to Nick Masky who acknowledged the ongoing poor communications and referred me to a new Sale Consultant, Alexandra Paulsen. She contacted me and promised to provide additional information the following week about the new vehicle. I contacted her about ten days after that as I didn’t receive any communications but she told me that she left the dealership to an another job! I tried to call Nick Masky again however he was unavailable and another Sale Consultant, Adam Frisco offered to assist me. He did contact me once without providing any updates. I tired to call him and Nick Masky again but went to their voicemails and they never contacted me afterwards. In all, my experience demonstrated very poor communications by the Mercedes Benz of Tampa Sales staff. However, the most important aspect is the incompetence and poor training of their leadership that clearly need immediate actions to avoid more customers like me from having any contact with such poor run organization in the future.

On the Website for Mbusa.com, under Electric vehicles, benefits, COST OF OWNERSHIP. You state that owning an Electric vehicle saves $540/year. When purchasing an electric vehicle via a Mercedes dealer, I was told that Mercedes would pick up the first 30 minutes of charging at Charge Point chargers. This apparently is not fully correct and I believe the sales associates need to clarify parking fees. I am still not exactly sure how MBUSA is issuing Mercedes Me Connect RFID cards and what the charging policy is. I cannot do a live chat with MBUSA on their website as it is down. I cannot call as that is down. I have to go through Mercedes me Connect and they transfer me to Charge Point. It was not Charge Point who told me I had 30 minutes free charging, it was Mercedes, or their authorized dealer representative salesperson. Oh of course, Mercedes cannot be responsible for what a third party tells its clients. There is no slap on the wrist, no phone ca/l to say, clarify the accuracy of your statements from MBUSA, just oh well we cannot control our dealers. WOW. This is great. Why buy Mercedes if there is no control from top to bottom. I am absolutely floored that a brand like Mercedes would not want better control over its downstream employees. I know in my business i own, if a subcontractor lied to the main client, there would be punishable results for that company or individual. MBUSA does have the ability to ensure that the dealerships clarify their terms and conditions of the true cost of electric charging via Charge Point and approved Charge Point controllers, remember, the dealership does not program the onboard computer of where to charge, MBUSA takes control of that, so I wonder, is MBUSA directly responsible for inaccuracies (lies or falsehoods) told by its downstream representatives. Would be interesting to know this. Yes i am upset this morning, only 3 weeks after purchasing a flagship vehicle at Mercedes. It is not the money, its the way we treat people. This is my first Mercedes, maybe my last due to the dealership and MBUSA lack of care.

I ordered a 2022 Mercedes Benz E53 Sedan in March, 2022. As of November 21, 2022, my car is still in Germany, built but not shipped. Dealers have already gotten 2023 E53 sedans with my same options and Mercedes will not tell me why my car is not shipping. It is already 1 model year old. This is unacceptable and I am cancelling my order and buying a BMW. What a way to treat a loyal Mercedes owner.

This is my last Mercedes Benz buy. I own a GLS 450. Went to the Tampa Mercedes Benz to replace all 4 tires. I was in the shop for over 10 hours believe or not. From 7:30am to 6:30pm! I decided to do this due to an upcoming trip. Spoke to the service manager and he could not give me an explanation for the long delay. All from the scheduler to the service director are a bunch on incompetence employees. This includes Tony, Luis, Fernando Muniz (Service Manager) and the director who left around 5pm and who did not even investigate the delay even when the service agent Angelo Ingrassia (perhaps the most straight forward employee) went to speak to him directly. Not even a discount (free oil change) nothing. This dealer has banners all over the place for over a decade of been the Best of the Best. I question the validity of these banners. I am a retired Colonel in the US Army and a war Veteran. I also worked as a district manager for a US Retail Company for 22 years. I used to teach customer service principles and training development. Believe, these people have no personality. They go about their own business. For a Mercedes Benz dealership they are not worth the money you invest in them. You get nothing in return. There is no free anything - not even coffee for customers. They have a small eatery where you pay for coffee and drinks. And they tell you - go the waiting room and have a cup of coffee. I spend over $20 in snacks during my 10-hour wait. Insane. Really horrible experience. This morning I checked the tires. The rims were all greasy and hand stains all over a $90k car. Incredible. Don't waste your time buying a car there. A toyota/gm dealership gives you a better service and better shopping experience.