Mercedes-Benz of South Orlando

“My recent experience with the Service department began on a rocky note due to a service advisor who, in my humble opinion, could benefit from additional training. Fortunately, after politely requesting to work with another advisor, I was swiftly connected to “Keith Mooty,” my current advisor, as he was about to clock out for the day. Keith was incredibly helpful and promptly responded to all my inquiries, providing accurate answers to any questions I had. Although my vehicle is NOT fully completed due to delays in the warranty process, I do feel better with Keith’s help so far. Unless proven otherwise lol I believe it’s important to share positive feedback and be open to providing constructive criticism that can help your team grow. If you read this and are curious about the reasons behind my rocky start, I’m more than happy to share my experience”

“Three Weeks Later — Still No Call Back, No Resolution, and Missing Parts After Service I recently moved to the Orlando area and decided to give Mercedes-Benz of South Orlando a try for service on my vehicle. Unfortunately, the experience has been one of the most frustrating dealership interactions I’ve had, and after multiple attempts to get help or even just a call back, nothing has been resolved. Here’s what happened: • Saturday, October 25 – I stopped by the dealership in person and spoke with Eric Williams, an Assistant Service Manager. I asked for a quote for several service items, and he said he would email it to me. The email never came. • October 27 – I called back, left a message, and finally received a quote — although it wasn’t aligned with what I had requested. After a few more messages and back-and-forth, I eventually got the information I needed. • October 31 – I followed up again to get the final details squared away and received a verbal quote over the phone. I confirmed that I would be dropping off my vehicle on my way to the airport that weekend. The dealership would have the car for an entire week. • The entire week my car was there – I never received a single update. No call, no text, no email. As my return date approached (Friday), I tried repeatedly to reach someone because I would be driving over an hour past the dealership on my way home. Again — no response. At that point, I had no choice but to contact Mercedes-Benz corporate in Atlanta. Only after I opened a case with them did I finally get a return call. The service advisor then gave me his cell number and advised that texting him would be the “best” way to communicate. He also told me that if I preferred not to drive all the way back, they would deliver the vehicle to me at no charge — which I appreciated. However, two issues with the vehicle remained unresolved because they said they weren’t able to “replicate” the problems, and I would need to return so their technician could see them in person. • Saturday, November 8 – I drove all the way back to the dealership. When I arrived, the technician wasn’t available, despite this visit being planned specifically to show him the issues. After a lot of unnecessary back-and-forth, someone eventually came out to look at the problem but couldn’t identify the cause. So after an hour of standing around waiting, I left with the car again. To make matters worse, when I checked out, I was charged $170 more than the quote I was given. Some “preventative maintenance” items were added — without my approval — and the advisor checking me out said he couldn’t do anything about the bill because he wasn’t the one who wrote it up. Since then, I have texted the service advisor multiple times asking who I should speak with to get the billing corrected and to resolve the remaining issues. I have received no response at all. • Friday, November 14 – I called the dealership directly and asked for either the Service Manager or the General Manager. I was told neither takes phone calls. I explained the situation and was assured someone would call me back. Today is December 5 — three full weeks later — and no one has called me. On top of the billing issue and the unresolved service items, I also discovered that when they removed and reinstalled my rear seats to repair a defective mounting bracket, they reinstalled only three out of the four seat inserts. There is now an open hole in the rear seat where a missing part should be — I will attach the photo showing this. At this point, I’m posting this review publicly and sending the full details to Mercedes-Benz USA. I’ve tried every possible method to communicate directly with the dealership, but I cannot get a single person in management to return a call, a message, or even a text. I genuinely hope someone from Mercedes-Benz of South Orlando will finally reach out so we can resolve the billing discrepancy and fix the unresolved issues with my vehicle.”

“My vehicle had to be towed in on a Thursday morning, and instead of receiving urgent assistance, I was told they would not even look at it without an appointment. When I called to make one, the earliest available slot was the following Monday at 7:30 a.m. My advisor finally called around 5 p.m. on Thursday to introduce himself and said they would try to look at my car sooner. I requested a loaner vehicle — something that I have always been provided from other dealerships in the past since I only have one car — and was informed none were available and that they usually need to be reserved in advance, but I could rent a car from them which in my opinion is ridiculous. I did not hear anything again until Monday morning between 8:30–9 a.m., when a customer service representative ironically called to “check on how my service was going.” After explaining the situation, he said he would escalate it to a supervisor and have the repair expedited. I had no further communication from them even after calling and texting my advisor until approximately 4:30 p.m. when miraculously I was updated that my car was ready. When I picked up my vehicle the next day on Tuesday, I discovered black grease all over the inside driver door — on white leather. Completely unacceptable. This is supposed to be a high-end dealership who prides themselves with great customer care but that is a farce. This is by far one of the worst dealership service experiences I have ever had. I have received far better treatment from Genesis and Mercedes-Benz of Orlando in Maitland than from this dealership. There sales force is absolutely wonderful, but their service is extremely lacking. I would never purchase another vehicle from them due to this fiasco. BEWARE — SERVICE IS AWFUL”

“Monica is a standout and a gem of a saleswoman!! What an amazing experience with these absolute professionals at Orlando Benz! It doesn’t matter if you’re buying used or brand new, they treated me as if I was buying the most expensive vehicle on the lot. I showed up a day early and unannounced to pick up our new-to-us car, and they went right to work making sure I got on the road happy. From the staff taking appointments up front, the finance department, the host in the waiting lobby, and even the gentleman detailing all show a great amount of teamwork and dedication to customer service. We will be back for another vehicle purchase in the near future.”

“The 5 stars is for Monica! She is amazing and the only trust worthy person at this dealership and was referred to me by another sales person here in Atlanta. She is patient and wants to make sure you get a car that is perfect for you. She was on top of my arrival and sent a car to get me and had great follow up during my travel. This is the expectation I have out of Mercedes. Thank you Monica. I LOVE my GLE. EVERYONE ELSE 1 STAR! I was given a deadline to pick up the car by one of the managers. If you try to put pressure on a client make sure your service is up to excellence standard. I flew in from Atlanta. When I got there the car was not ready. Even though my arrival date was told to me and I sent my flight plans. Took two hours for them to give me my keys. The concierge left me waiting and was supposed to follow up with me to setup MyMercedes app- no follow up from him. There is a lack in service and processes once a car is sold. Standing in the dealership it is very evident (I had two hours of observation time). When I sat in the car around the track pad there was sticky stuff and had to request it be cleaned. As I’m driving down the road the filthiness of the car got worse. See pics, the previous owner still had stuff in the car. The cup holders in the back still had food from the previous owners kids. DO BETTER MERCEDES!”