MERCEDES BENZ OF HOFFMAN ESTATES

Professional and clean environment and punctual.

.

We have been going there since 2007, or end of 2006. I'm very happy with their service. I would recommend them. No doubt. The workers are excellent. They are all good there. That is why I keep going there. Their customer service is very good. They are always professional. They are good at keeping you updated about what is going on with your car. You get a free loaner, which I needed. You get free car washes if you buy the car there - for life. They are pros. They treat you very well. They don't try to pressure you. They are very straight forward, and they take care of you. I have an personal service guy, and he is excellent. I have his phone number, I can call him whenever I need too. They are terrific.

.

unknown

unknown

It should be first noted that I buy an average of 1-2 vehicles per year and I currently own 19 vehicles for business and personal use. I have a lot of experience with dealerships and hands down Mercedes Benz of Hoffman Estates gets my vote for the most shady I have ever dealt with. 

Situation - One of my business vehicles (Mercedes Benz van) was making noise and the service engine light was illuminated. My manager elected to drop the van off at Mercedes Benz of Hoffman Estates to have it inspected. One of their service representatives called and explained our van needed new brakes, a fuel filter and several other services. When my manager inquired the cost for repairs, he was told they would have to get back to him. We received a "Recommended action plan" by email from the dealership  the next day with a long list of services they were recommending and fees. Their suggested repairs were over $2,700 on a vehicle with only 32,000 miles. Their fees for work seemed high, so my manager called two other (non-dealership) repair shops with certified Mercedes Benz mechanics for comparative quotes. He found that Mercedes Benz of Hoffman Estates was charging around 25% more then both of the other firms. When my manager called the dealership (the following business day after receiving the email) to tell them that he was going to have van serviced elsewhere, he was informed they had already serviced the brakes and fuel filter at a cost of $1,799.12. Repairs that were never authorized by us, even their email stated repairs were not yet authorized.

As you can imagine we were very upset about this. We had not authorized any of this work and we were forced to pay $1,799.12 in order to get our van back. When asked to speak to a manager about this, we were informed one would call us back. Months later we are still waiting for this call.

We will not be doing business with this dealership again!  

.

There is no cost. It is covered under warranty. This dealership is very professional. It is very clean from the entire service area to the reception area to the showroom floor. Every part of the facility like the waiting area and client lounge and the services are top notch. The staff is very good.

unknown

The car had to be towed to the dealership as it stalled. The car was under warranty. It took the dealership 3 days to diagnose the problem and then said the delay was caused by Mercedes took that long to approve the warranty work.While the car was in the shop, I asked the service advisor to do a thorough inspection of the vehicle as the warranty period was expiring soon. He provided a list of general maintenance items which were not covered by the warranty. We approved $2700 worth of repairs which included a full set of tires. I was reluctant to purchase tires from a dealership as we always go to Discount Tire. The advisor matched Discount Tires price and stated by purchasing tires through the dealer it would extend my Benz roadside assistance. Less than 3 weeks later my service engine light B came on. Two months later I took the car in for a standard oil change. They refused to reset the light as the Service B wasn't performed. Upon reviewing the items included in Service B, it appears I purchased most of the services ala carte (included in $2700). Since this wasn't done as a package, they could not reset the light. Fine I'll drive w/ the light on.I called a week ago to have schedule a simple tire rotation (which should be free since I purchased the tires there). I was informed my previous service advisor had left the dealership. This is the second in less than a year. So I needed to start over with a third advisor. Frustrated I reached out to my sales person. I came to the conclusion that I didn't have to use this dealership for service as the car was no longer in warranty. I took the car to a local tire shop to PAY to have the tires rotated. That is when we discovered Mercedes Benz of Hoffman failed to put the wheel lock back in the car when they put the new tires on the vehicle. I'm told that I now need to bring the vehicle back to the dealer so they can inspect the car to confirm the wheel lock was missing. REALLY? If they aren't able to locate the missing wheel lock it appears they have to use a special tool to remove existing lock and replace all. How is this my problem?
This service dept stinks. They really impress you with the sales staff, but DON'T USE THEIR SERVICE.

This is the first Benz we have ever had. I have never had a car that has driven as smooth as this does. It holds the road, it doesn't shutter and when I have problems they get it done quickly, thorough and they check the car over 100%. It's worth every penny and the dealership really seals the deal. We have other high end cars like a Honda and Acura and there is no comparison. The service department does not compare to any other dealership I have been to. They always phone back to see if we are happy, if they can improve their service or if there was anything else they can help us with. They are so accommodating and so nice. It's amazing for me how great their dealership is!

unknown

It went very good. In general they went the extra mile to make sure I was satisfied. They have always taken the time to explain things to me when I had questions. They were also extremely courteous.

It was great. They were nice and they got it fixed.

unknown