Mercedes-Benz of Cherry Hill — Attraction in Cherry Hill Township

As my new car approached its first service date, I contacted the local Mercedes dealership in Cherry Hill to make an appointment for service. What should have been a quick and easy phone call turned out to take way too much time as the representative kept putting me on hold for no apparent reason. It sounded almost as if she was working from home and had other stuff going on in the background, but it was a clear waste of my time and I found myself wishing I had just scheduled the appointment online. As I hung up the phone, I hoped this experience was not foreshadowing the level of service I would receive once at the dealership.

On the day of my appointment, I arrived promptly at 9:45, which was my appointment time. I drove up to the valet stand and rolled down my window. Two women were standing there with blank faces and looked as if I was a bother to them for pulling up. After a moment of silence and awkwardness, I realized I was going to have to do the greeting. I told them I was there for service, gave my name, and then both of them looked at me and walked away toward the back of my car. I noticed four other cars had pulled up behind me in the short time I had been there. The women went on to service them and check them in and leave me at the front of the line with no explanation or further contact. One (different) woman came over to check my tires and asked if I had been checked in. I informed her I had not, and I had no idea why the girls walked right by me and started checking in the people behind me first. She did not have an answer and assured me I would be checked in shortly.

After tending to everyone else in line, one of the original two girls approached my car window and asked if I had been checked in. I told her I had not, and reminded her that after I gave my name an appointment time and she and the other girl had just walked right by me and started helping others who had pulled up behind me with no communication to me whatsoever. She, though unapologetic, did proceed to check me in and walk me inside to a counter with a service advisor.

That service advisor was currently busy with someone on the phone. Therefore, I had no choice but to stand there in front of her, watching her twirl her hair and not make eye contact with me in any way for the next seven minutes while she tended to other business while other service advisers were seemingly free and doing nothing. Once the service advisor hung up the phone, she did apologize to me and checked me in.

I don’t know what on earth is happening at this dealership or what kind of training, if any, these people receive, but the customer service on your front lines is awful. I’m not expecting to be doted on. However, when you pay $100,000 for a car and a continuing service plan you expect better service than one would receive at a local...

I brought my GLA in for a cylinder head malfunction. My service advisor is great but the general staff and manager are rude. I really don't prefer this dealership for service, as I've had a few less than stellar experiences. No one directs you to the service desk when I returned the loaner (with a full tank of gas). Most of the service staff ignores you unless you approach them. My advisor was absent on the day that I returned the loaner so I had to figure out who to approach when picking up my vehicle. It's very annoying that no one goes over the service diagnostic paperwork with you. It's just placed on the seat. I only loathe this because my car was in their hands for almost a month (waiting for the cylinder head) and I'd appreciate the courtesy of explaining to me what work was performed and answer any questions I had, regardless of the diagnostics on the paperwork. This must be the third time I've had a similar experience at this dealership, as I only come here for service. I never experienced this with BMW. More significantly, I brought the loaner key up to the service desk when returning the loaner vehicle and somehow my key was swapped with the loaner key. I was able to drive off with that key due to the black magnetic key that remains in the vehicle (I guess). Honest mistake. Moreover, it pissed me off when the general manager threatened to charge me $850 for the key the next morning when I told my service advisor I would return it the night before. I was delayed one day due to a serious family emergency, which consumed the entire day and prevented me from returning the key by closing. I did return it the following morning. I fully understand that you can be charged for not returning keys but it's absolutely unnecessary/unprofessional to threaten a customer with a charge when it was already communicated to service that (1) the fact that I even had their key was an honest mistake and it would be returned the following day, and (2) I had a elderly grandmother that had to be hospitalized for a serious fall, so I needed an extra day (day 2) to return the key. There was no distinction between my key and the loaner key (the key was identical and did not have a tag indicating that it belonged to the loaner), so I didn't know that I still had their key. Furthermore, I had no intention not to return the key; my family emergency was just more of a priority. Though the dealership is close to my home, I've just had a few too many difficult occasions with the dealership to continue with future service appointments and any future purchase with them. I'll gladly give my business...

This review is a little different as it pertains to my parents(in there 70's) and them needing to get me involved in an issue they were having with their 2013 S320 Blutec.. A little back story they bought the car in 2014 from White Plains Mercedes in upstate New York. Car has ALWAYS been dealer maintained at either Wilmington Mercedes or Mercedes of Cherry Hill. Car currently has 104,000 miles. A month ago, the car developed an oil leak. They take it to Mercedes of Cherry Hill to have it diagnosed. To repair the oil leak is 6900.00 and some change. Fast forward a week, and the car is returned to them. Car has always been garage kept, so imagine their surprise the next day there is a leak still coming from the car. I called their service department and talked to a friendly person named Jess. I explained what happened with the car, and she told me she would have someone look at the car. Now, Mercedes of Cherry Hill has a policy that if a vehicle is older than 10 years old, it's not eligible for a loaner? Even after they spent 6900 dollars and had to bring it back to them. 2 weeks later, I left Jess a message as now I can't get a hold of her to find out what's going on with their car. Never received a return call from anyone. Mom calls a few days later and is told the car is ready. Mom, for some reason, loves Mercedes and is going to buy a new one. NOT from Mercedes of Cherry Hill, tho. And the car will not be going there for the service either. I was extremely disappointed in the treatment my parents received here, I can not stress that enough. Communication goes a long way. I will add that the people that I spoke to were very friendly. Gene, the Assistant Service Manager was very nice. At the end of the day, we spend our money on what's important to us. I would not recommend Mercedes of Cherry Hill. Just feel like they don't really care about the people who buy their products and expect them to stand by it.

UPDATE.. Not even a week later, the car is back at Mercedes of Cherry Hill. Smh, at least they gave mom and pop a loaner this time bending the rule of no loaners after the car reaches 10 years old. Maybe the third time was the charm for fair treatment. Also, the day they picked up the car, they got 3 blocks before they needed to return it for a low coolant light. Waiting to hear what the problem will be this time. This vehicle has only been dealer serviced since new. I had a 1996 S320 that was absolutely bulletproof! Mercedes needs to go back to that kind of...