Mercedes-Benz of Los Angeles — Attraction in Los Angeles

As my previous letters to the Benz corporate office have gone unanswered, I am compelled to state that, unless this matter is promptly addressed, I will have no choice but to pursue legal remedies.

I’m beyond frustrated with my experience at Mercedes-Benz Downtown LA, and I feel compelled to share this so others can rethink purchasing from this dealership or even the brand as a whole. My issues with my vehicle have been ongoing since May 2023, and I can honestly say I’ll never buy a Mercedes-Benz again after this nightmare.

Here’s a rundown of the issues and poor service I’ve experienced: March 14, 2024 – Cracked Windshield I brought my car in for a cracked windshield, which I thought would be a simple fix. But what followed was a chain of unresolved problems. March 25, 2024 – Dashboard Misalignment & Windshield Problems After the windshield replacement, I noticed a misalignment and deformity in the dashboard. I flagged it immediately, but they did nothing to fix it, leaving my car looking worse than before. July 1, 2024 – Detailing & More Issues I had a full detail done, which included disinfecting the interior and recalibrating the camera. However, the dashboard issue still wasn’t fixed. Plus, during the windshield removal, they cracked another part. July 9, 2024 – Stains & Worse Dashboard Damage When I got my car back, there were stains on the seats and dashboard, things that weren’t there before. The bubbling on the dashboard trim had also worsened, now extending to the passenger side. To make matters worse, they quoted me $6,790 to replace the dashboard—and even suggested splitting the cost 50/50. I refused, because this damage was caused by their negligence, and it makes no sense that I should have to pay half. August 15, 2024 – Buzzing & Rumbling Noise I reported a persistent buzzing and rumbling noise from the front right side of the car at highway speeds. Despite multiple visits, they never addressed this issue, leaving me with a car that was uncomfortable and not performing as it should. October 22, 2024 – Noise Still Unresolved Even after multiple attempts to fix the buzzing and rumbling noise, it’s still there. The problem is more noticeable at higher speeds, and no one has been able to pinpoint or fix it.

Moreover, the customer service at Downtown LA was unacceptable. While they initially said a loaner vehicle would be arranged, the wait was so long that I eventually had to call my wife to pick me up instead. Because the process was so delayed and frustrating, we decided not to request a loaner again after that point—leaving me without reliable transportation during these extended repairs. This is completely unreasonable for a brand that prides itself on luxury and quality. July 21, 2025 – Service at Beverly Hills Mercedes-Benz In contrast, when I had oil and brake fluid change services done at Beverly Hills Mercedes-Benz, the experience was entirely different. Their service was professional, reliable, and worth the money. The prestige and quality of care they provided stood in stark contrast to the lack of accountability I experienced at Downtown LA.

All these issues with Downtown LA have led me to this conclusion: I will never purchase a Mercedes-Benz vehicle again. If you’re considering buying from them, I strongly advise you to think twice. My experience has been a total disappointment, and I regret...

I am extremely disappointed with my experience at this Mercedes-Benz location and it’s time to address the ongoing issues I’ve encountered. Since the day I purchased my vehicle in May 2024, I’ve been met with unprofessionalism and inadequate service that have led to damage to my car, significant inconvenience and an overall experience far below the standard one would expect from a Mercedes-Benz dealership.

From a lack of accountability, inappropriate comments, to dismissive and condescending behavior, my concerns have been consistently mishandled. Specifically, Service Manager Tim Endo was not only rude, but also insinuated that damage caused by his service team could have been my doing.

On 11/13, I dropped my car off for a B7 service appointment. Upon picking it up the same day, I noticed a chip on the back bumper that was not there before. I immediately raised this issue, but the staff initially tried to deflect responsibility by pointing out dirt on the vehicle. Upon closer examination, I proved that the damage was their fault. On 11/25, I returned my car for repairs and was given a loaner vehicle until 11/29. When I picked my car up, I discovered that the trunk button was ripped out of its socket and only functioned after maneuvering it a certain way. I informed Gregory Darr, who promised to order a replacement and said it would be fixed on 12/2. However, no one followed up to confirm the part’s arrival. By 12/3, I left a message with Tim Endo regarding the issue but received no response. Barry Murphy contacted me on 12/5 to schedule an appointment for 12/10.

When I arrived today, I asked to speak with Tim Endo about the series of inconveniences, including additional issues like my CarPlay not working and my engine light coming on. Instead of addressing my concerns professionally, he claimed the trunk button damage may have existed beforehand and dismissed my frustrations. This was an insult to my character and my intelligence. I take pride in my belongings and once again I know for certain my trunk button was not damaged before bringing it in for the chip repair. After Tim Endo went back and forth with me, rather than being kind and considerate, he impatiently shut me down and said that he is being accountable enough and what is your address for the Uber rather than having an effective conversation with me. I told him he was being rude and that his accusatory way of dismissing the trunk button was alarming and I then went to Barry to schedule my Uber.

If a customer’s car is damaged while in the dealership’s care, the employees should promptly inform the owner and take responsibility without deflecting blame or being dismissive. This lack of accountability and professionalism is unacceptable.

The behavior from the employees who damaged my car, coupled with the dismissive attitudes of leadership, needs to be addressed to ensure no other customers endure such poor service. My experience has been tainted through and through resulting in me vowing not go back to this location ever. As a Mercedes-Benz owner, I expected better and I hope this feedback prompts immediate...

Update on 9/15: We still haven't received the tracking number (proof of paperwork submission to the DMV) from them. They haven't followed up with the third party about the progress. We would really like to return the car if possible. My boyfriend and I bought a new 2024 GLC from this dealership, even though we live in North Carolina, because they claimed to have extensive experience with out-of-state purchases.

However, our experience with their FINANCE department has been nothing short of unprofessional, irresponsible, and untrustworthy.

While the purchase process itself was quick—our car arrived at our location in almost a week, which was impressive—things quickly went downhill after that.

For over 3 WEEKS, we did not receive the license plate, not even a temporary one, or the registration documents. When we reached out, our sales representative initially blamed the delay on our local DMV, but we soon discovered that the finance department had never even sent the necessary paperwork for processing.

When we finally spoke to someone in finance, they confirmed that there had been no progress since 8/5, and it wasn’t until we requested a tracking number on 8/23 that they realized the documents had been sitting in their office for three weeks. Instead of taking responsibility, they blamed us for being impatient, claiming it typically takes 6-8 weeks to receive a temporary plate. But that’s after the documents are sent—something they failed to do.

It feels like they were just passing the responsibility around, blaming each other. They even said the issue occurred because the person in charge was on vacation, but really—no one else could handle this task? If that’s the case, the organization either has serious issues, or the person who was supposed to cover for them wasn’t doing their job.

Throughout this entire ordeal, no one from the finance department offered a proper apology. They eventually sent our documents to another party on 8/23 without informing us, as if trying to quietly resolve the issue. If we hadn’t asked for the tracking number, they probably wouldn’t have noticed. Meanwhile, our car has been sitting in the parking lot for a month, causing us significant inconvenience.

Everyone makes mistakes, but the most important thing is to admit them, apologize, and resolve the issue—especially when dealing with customers. Looking back, it seems we made one major mistake: choosing MBZLA as our dealership. We will be sharing our experience on every community page to ensure that no one else has to go...