Mercedes-Benz of Rockville Centre (Service Center)

"To abridge my story, I'll get straight to the point and say my advisor Anthony Alonzo's services were fantastic. Clients who may require vehicle services ASAP can inadvertently be challenging to assist. My vehicle check engine light came on, and I was not happy about the circumstances at all. Thankfully, it was just a minor software concern. Anthony was respectful, supportive, and very empathetic. He responded to any concerns I had and quickly. My car was a bit dusty when I arrived, and immediately, he offered to have it rewashed. I had many questions, and he responded quickly in person, via phone, and text. I felt like I had someone holding my hand through the process and happily. The world needs more people like him. I asked him how I could leave a good review for him, and he told me not to worry and that I would get a survey via email. You could tell he didn't care much about the review. He just wanted to ensure I was satisfied. Thanks to him, I will only get services at this location and will surely recommend it. Thanks for making the world a happier place, Anthony, especially when it's not always easy."

"I made an appointment to have my car serviced after a recall that they allegedly fixed has resurfaced. The appointment was for 11:30am. I arrived at 11:19am . No one addressed me nor waved me into the service area until 11:31 despite another car that arrived AFTER me entering BEFORE me. I was told to leave my car in the vehicle and was left waiting outside of my vehicle . At 11:58 am , I was approached and told that Mercedes was stalling and no longer had any loaner vehicles available. This is the reason I didn't receive any hospitable customer service prior to this point. I was FINALLY offered the option to go inside and wait for another THIRTY minutes to see if any loaner vehicles become available. THEE WORST CUSTOMER SERVICE! NO respect for a client's time. Mercedes Benz of Rockville Center Service is deplorable !"

"Edit:(they called my dad to try to get me to take down this review but I won't because this is true and I have records) This place runs on incompetence. I had AAA tow my car in 2months ago. They never bothered to call me and tell me it never showed up for my appointment (AAA brought it a day late) and after a month I finally got in touch with them and after hours and hours claiming they don't have it they decided to go try to find my car(the did have it, just no records of it). After about 2weeks they found the car but couldn't find the keys that were dropped off at the service desk, which they then charged me almost $500 to replace. Before all of this they insisted I have to bring it in because they refused to give me an estimate of the issue 2mechincs said it had. Eventually they were able to tell me how much a new ignition cylinder would cost(they still didn't look at the car). I can't believe how awful this place has been. Even just talking to the employees was awful, the service desk women apparently know absolutely nothing and most couldn't even pretend to hide their disdain for having to do their job. And when I was talking to the man in charge of service about how this and how it could all have been avoided by just answering one question (if that is the issue it could cost about $3,000), he then acted like a child and kept repeating "well what if that wasn't what is wrong with it?""

"This is my second time at Mercedes Benz service center and working with Justin Ferguson. I cannot express enough how impressed I was with the entire experience. From start to finish, the service I received from the advisor and the entire team was nothing short of exceptional. From the moment I walked in, Justin greeted me with a warm and welcoming smile, immediately putting me at ease. He listened attentively to my concerns, asked relevant questions about my car's performance, and demonstrated a genuine passion for his work. It was clear that he was dedicated to ensuring the best possible care for my vehicle. Justin and the team provided me with a sense of confidence in the services my car would receive. The waiting area was clean, comfortable, and well-stocked, making my time there quite enjoyable. They even offered complimentary refreshments and bagels which was a pleasant surprise. It's evident that Mercedes Benz Service Center values its customers' comfort and satisfaction. I also visited the shop area and purchased a few Mercedes gifts for myself and my family. every time I am here I leave feeling amazing. Thank you!"

"UPDATE: Antoinette, the Customer Care Manager, reached out to me. She sincerely apologized and explained what happened with the appointment scheduling. She was able to fit me in the next day. I chose to wait for my vehicle to be serviced and it was done before the estimated time, and it was also cleaned very well. Everyone at the service center was extremely nice and treated me like how a client is supposed to be treated. I had an amazing experience there and look forward to my next appointment in January. OLD REVIEW: I’ve been a Mercedes Benz owner for years and I have to say, this service center is horrible. I’ve had bad experience after bad experience with them. First, I bring my vehicle in for a one year inspection. It’s supposed to take an hour — max! I scheduled the earliest appointment so I could have enough time to get to work. An hour and 30 minutes pass and they’re still not finished. Turns out the inspection printing machine broke (or so they say) and my one hour, turns into two hours, making me late for work. No inspection is supposed to take that long. To make sure I didn’t post a bad review, the customer service manager comes out to talk to me and offers me a complimentary car detail whenever I want. I take the card and leave but never used it. I then bring my brand new car there for a problem with the headlights. I literally purchased the car the day before I made the appointment. They keep my car there for a week because they had to order new parts, but never informed me of what was going on. I was told again by same customer service manager they were going to have a long discussion with service advisor (which I doubt they did). When I finally go to pick up the car, there’s a small tear in my steering wheel. At first, I was beyond upset but decided to just leave it alone. I bring my car in again for service for a different problem. It spent a couple of days there. I get the call that my car is ready and to come pick it up. I get there and they bring out someone else’s shiny clean car. Turns out they mixed up the names on my car and couldn’t even locate it. So then I had to sit and wait while they scrambled around looking for my vehicle. They finally find it and bring it to me dirty. They’re supposed to wash the car every time it’s brought in for service, but I guess since they had me waiting for so long they just tried to bring it to me quickly. I didn’t even say anything, just got in and left. On Dec 6, I scheduled a Service A appointment and an issue with my car for Dec 17. It was the earliest date they had for loaners. On Dec 15, I received an email saying my appointment was canceled. I called them asking why, and they told me that it was a mistake. They didn’t know what happened. So I asked can they reschedule me back in and they had the nerve to say, sorry, it’s already booked and the earliest we can get you in is Dec 28. Are you kidding me? You accidentally cancel my appointment and now you don’t even have the courtesy to fit me back into my appointment slot. I don’t even understand how they filled the spot so fast. This was the last straw and I’m absolutely done with this service center. I only continued to go to here because it was the closest to me, but I rather just drive a little further for better service. I suggest you do the same."