Mercedes-Benz in Englewood | Benzel-Busch Motor Car, authorized Mercedes-Benz Dealer — Attraction in Englewood

Beware of this dealership and of Michael Ehrlich. RUDE DISRESPECTFUL WILL SWEET TALK AND MAKE PROMISES AND NOT FOLLOW THROUGH JUST TO MAKE $$$. I started my search for a car early in the summer. When I was told a quote for the PO I was told I could remove the tire and wheel protection at the time of pick up if I changed my mind and that the $1000 deposit was refundable. Closer to the vehicle arriving I decided I didn’t want the tire protection. I conveyed this to Michael. You would think he would just back out the cost of the tire and wheel and adjust the monthly rate accordingly. A million emails had been exchanged at this point and I had every single one of them saved. You would think he would stick to his word and back out the tire and wheel and nothing else would change. Wrong. He backed out the tire and wheel for some reason the monthly quote and down payment went up. Why? No idea. When asked to explain he basically said the time to negotiate is over take it or leave it. I then called him with a good friend of mine on the line who had purchased a benz from englewood so he was well versed in the procedures. He cut him off repeatedly insulted his intelligence and would not let him speak. I have never witnessed such rude behavior in my life. This left such a bad taste in my mouth. To be honest all we wanted is an explanation that made sense. But when we asked questions we got derogatory disrespectful comments and such impatient behavior. Customer service went down the toilet. But it gets better. I felt really wrong about purchasing someone who had insulted us -unapologetically. Thereafter I had conflicting thoughts. I even emailed him the other emails as proof of what he had mentioned before. It felt like he just wanted to manipulate the numbers to his own advantage. I think he felt the pressure so he eventually acquiesced to the original numbers he had sent me for the cost per month and down payment without the tire and wheel package which was an additional 2500. A car leasing experience should be celebratory. One you look forward to. But after having been shouted at and me and my friend being insulted and told to keep our opinions and questions to ourselves I decided to purchase from a different dealership. Michael kept messaging me repeatedly. When I answered that I will not be purchasing the vehicle he cryptically responded too bad the prices dropped dramatically. Shocking right — that toward the end of the month when every dealership is trying to meet their quota for sales suddenly the rate dropped. The cherry on top was when I called to speak to the manager about the deposit which I was told was refundable should I change my mind he refused to give it back to me! $1000 lost. Again just another piece they didn’t honor even though it was clearly said to me at time of purchase order. They were vengeful about me not getting my vehicle from someone with no respect for their customers time money or intelligence. I would never go back to this dealership. The manager and Michael Ehrlich are rude disrespectful and don’t care about customer satisfaction at all. To this day they have refused to give me back my deposit …....

The customer service at Benzel-Busch Mercedes-Benz in Englewood, NJ is truly unmatched, top-tier in every sense of the word. From the moment I expressed interest in a vehicle online, I was met with professionalism, warmth, and a genuine desire to make my experience exceptional.

Andrew, a Client Care Specialist, was the first to respond. He provided a thorough introduction and assured me that he would support me every step of the way. Shortly after, I received a call and text from Raychel, my Account Representative, who introduced herself with such enthusiasm and confidence that it felt as if we had already sealed the deal. Her energy over the phone was contagious. It alone convinced me that I wanted to purchase my next vehicle from this dealership before even setting foot inside. I remember telling her, “We’re going to make a great match,” and I meant it.

As a successful business owner for over 25 years, I know firsthand that customer service is everything. When I arrived at the dealership, Raychel greeted me with a warm smile, and Andrew came out to introduce himself personally. From that moment on, I knew I was in excellent hands.

Raychel spent hours with me, long after the dealership had closed, helping me explore several vehicles and answering every question with patience and grace. At no point did I feel rushed or pressured. Though the first car I had my heart set on was slightly above my price point, she and Edwin, the Finance Manager, collaborated with such care and creativity to explore other options that aligned with my budget. Eventually, I found the car of my dreams, fully loaded, beautifully maintained, and most importantly, within my budget.

This team made the impossible feel effortless. They worked a miracle without ever making me feel like I was being sold to or haggled. I genuinely felt like a valued family member. Despite living in Connecticut and passing several Mercedes-Benz dealerships to get to Englewood, I would make that drive again in a heartbeat, and I’ll be encouraging my friends and family to do the same.

When I picked up my car, it was ready with a beautiful big bow on it. This was a first for me in all my years of car buying. I’m 53 years old and this is my 9th vehicle, including several brand-new ones, but never have I received such a thoughtful, celebratory touch at delivery.

To top it all off, the very next day, I received a thoughtful email from Christopher, the Parts and Accessories Specialist, welcoming me to the Mercedes-Benz family. He included a generous coupon for accessories and a personal note asking me to find him if I visit the dealership again so we can meet in person. That level of attention and follow-through? Unheard of.

This entire experience, from inquiry to delivery, was nothing short of extraordinary. Raychel and Benzel-Busch have earned a forever...

This review is directed towards Service Advisor, Tim Torrell

After reading several negative reviews, I feel a sense of validation for my experience during my visit on 3/19/24. I called in early that morning because my engine light came on a few days prior causing my car to misfire. My car felt unsafe to drive. I had my car towed to this location because it unfortunately is the closest to my house. When I originally called, I spoke with a woman and asked her about loaner options, as I needed to get to work the next day and already called out to be there that day. There seems to be a script that Mercedes reps use to switch and bait and lure you in. I was told that the car needed to be diagnosed and that manager approval was needed for a loaner which implies there are loaner cars available at the manager’s discretion. I was assigned Tim Torrell as my service advisor, and I have never in my life been treated with such disdain and disrespect. There was ZERO customer service from the moment my guests and I sat down. I explained my frustrations to Tim about being stranded with no car. This then turned into a verbal back and forth and when I called him out on his unprofessional behavior he was unapologetic. Not only did he fail to greet me and my guests appropriately, he was belittling and had no empathy towards this major inconvenience. He kept repeating that there was nothing he could do and that I’d have to figure it out. He continued to say that loaners needed to be booked 2 WEEKS in advance. Who plans for their car to malfunction?! How does a brand like Mercedes find this acceptable?!

I left feeling angry, unheard, disrespected, and I was completely mortified and disgusted with Mercedes as a brand. When you pay for luxury, you expect a level of superiority with not only the product, but also the customer experience, and the people who represent this location fall short of that. I’ve had better experiences with customer service from LEXUS of all brands. Their customer service is EXCEPTIONAL in comparison to Mercedes. When I voiced this to Tim he proceeded to say, “Do what you got to do” implying that he couldn’t care less whether or not I continued business with Mercedes. Who says this to a paying customer?! What was even more appalling was his manager witnessing his unprofessionalism and appeared unphased by Tim’s behavior.

I find it interesting that they pick and choose which customers to send links to submit a review. I was evidently unhappy with Tim’s service and requested to work directly with his manager moving forward. It is no surprise that I did not receive an invitation to provide feedback. Based on prior reviews, it seems the Paramus location is doing something right, however, if Mercedes does not step it up I will not be renewing a lease with this brand ever...