Mercedes-Benz of Little Rock — Local services in Little Rock

Last update: When I arrived in service, there was no one around to talk to. Usually someone comes out to greet you but two desks were empty and the lady was on the phone. I simply walked through everyone’s office spaces and walked back to where I assumed there would be another office to find Jeremiah. He was extremely helpful, we went over everything on the car. We had to wait a while to get a car to go home in however that was fine I could see them all working and trying to get it done. Overall a very good experience with service without having to speak to Troy again.

This was a bumpy road and frustrating but the GM and service manager were excellent and did their level best to fix everything that had gone wrong and help me out. I was able to get B service done; new tires; new key batteries installed, and had a sunroof switch repair done in 1.5 days. In the end I am pleased with the service provided.

Update 10/07/2020: I was immediately contacted by the general manager after hearing of the situation and he was able to rectify everything for me and I will be going to my appointment this afternoon. He was extremely apologetic and empathized with the situation and I feel confident that I will be taken care of in the future while he is manager. I will post another update.

Original post: The absolute worst service department I have ever dealt with. Absolutely horrendous customer service at the service department. On September 28, 2020 I called at 8:01 AM to speak with Troy Riner and I told him I needed a service loaner for my appointment that day but that the website wouldn’t allow me to schedule it that way. He said due to high number of requests for service loaners that he wouldn’t be able to but he could reschedule me for October 7, at 1:45 with a service loaner and I said that was fine. We spoke for 4 minutes. Which I know because I have the records from my phone bill. On October 7, at 8:51 Am he called me and told me customers cannot book their own appointments with service loaners and we would have to reschedule. I called back twice, sent several texts and called the operator and left a message for the service manager. All of the calls went out at 8:56, 9:01 and 9:07, respectively. Troy called me again at 9:15 and said in the system it showed that I booked the appointment, not him, and that he had no record of me ever calling back in the call logs. He then proceeded to argue with me for quite some time saying I kept speaking over him. And he wouldn’t let me get a word in at all. They refused to honor my appointment and said they could only reschedule me yet again. He even acknowledged he would have to cancel my appointment today and go into a different system to be able to schedule it under his own name which he clearly did not do previously. I still have not yet heard back from the service manager, Jeremiah.

Mercedes Benz of Little Rock has forever lost my business. And I will be sure to...

Buyer BEWARE - BAIT AND SWITCH ON PRICING AND TERRIBLE CUSTOMER SERVICE.

My recent experience with this Mercedes-Benz dealership left me feeling frustrated and misled due to what can only be described as a classic bait-and-switch regarding pricing.

Initially, I found a vehicle online that had a competitive price, which is what piqued my interest. I reached out to the dealership to confirm the price and availability, and worked with Mark Lee - an excellent manager that is no longer at the dealership. After a brief conversation, I was assured that the price listed was accurate and that the vehicle was indeed available. I was given a price sheet by the General Manager at that time, and we agreed to the terms, I immediately wired $5,000 to them to hold the car.

However, when the car was to be shipped to me, the new managers changed the numbers and did not honor their word. In my opinion - trying to take advantage of a female buyer but I have purchased several other Mercedes from other dealerships, so their lies did not get too far with me, this was the trick from the new sales manager Randy and the new GM - Tarik.

After a lengthy wait and a series of discussions with the new sales team and new GM, the price suddenly changed. They claimed that the online offerings by Mercedes will change daily sometimes - LIES, LIES, LIES - Mercedes offerings for leases changes monthly, not daily.

It felt disheartening to see the initial excitement turn into a frustrating negotiation over a price that was supposed to be straightforward. I attempted to express my concerns about the lack of transparency, but Randy and the new GM - Tarik could care less.

While I understand that dealerships may have different pricing structures on a purchase, I believe it is essential for them to be upfront and clear about pricing from the outset. As lease terms are set by Mercedes Financial - this dealership will try to rip you off on the Money Factor Rate. BEWARE, their shady way of doing business increased my payment almost $100 per month. This experience has left me questioning the integrity of the dealership and the brand as a whole.

In conclusion, while I have always admired Mercedes-Benz for their quality and performance, this experience has severely tarnished my impression. I would recommend potential buyers to approach with caution and since they won't honor what they put in writing - I would not do business with this dealership. Very disappointed, bad place to do business, with so many other options - save yourself the disappointment and frustration and buy or lease from a different dealership. I also left a message for the District Manager, but he did not return my call. The General Manager did not follow up as he said he would either - all they care about is your money and not about doing good,...

Made a Thursday 3:00 PM appt. on the internet via their website for my C-Class assuming I would be done with classes then. But luck would have it I was able to show up much earlier. But when I arrived at the service entrance and drove my C300 inside the service bay/garage no one came to meet me as I stood next to my car. So I figured, OK Its 12:45 and my appt. was for 3:00 PM. I’ll sit in the customer lounge. I would assume a customer service rep will ask about the C300 parked in the bay. As time went on I saw that other Mercedes-Benz customers were not able to drive in the bay due to my car in the way. So I took notice of this and went to my car, started it up and pulled forward so other cars could come into the bay. And yet no one from the Service Dept. approached me about my visit. To clarify, when I made the appointment on their website, I was assigned a “personalized customer care representative”. So when I showed up at the dealership 2 1/2 hours early I didn’t see Marco, my rep. I figured he was at lunch. By 2:45 PM I figured something was amiss. Where’s Marco (insert joke here) Polo! Well it turns out, Marco called in sick that day and I sat in the customer lounge for two hours before I was approached by Jim and he was wondering what I was there for. When I told him I had a 3 o clock appointment and that I was expecting Marco to assist me he was taken back that no one inquired about my C Class parked in the customer service bay for over 2 hours. So Jim immediately took control and helped me. As we went to my vehicle to do the write up, someone had done up a Repair Order on my C Class and had a service tag/ticket on the windshield/dash. The only problem was that someone in the service department thought my C Class was an E Class and wrote up a repair order that was another customers car. OK, I suppose I could of been more assertive and asked the folks in the service department to assist me once I pulled up, but it seemed to me that the website appointed Marco as my personal representative and I could only deal with him. Hey, it’s my first Mercedes-Benz. So I don’t what protocols this dealership in Little Rock has? I figured if Marco has been assigned to be my point of contact. Then I can only deal with him, maybe that’s why no one came to help me when I pulled up? Still, I am happy with Jim taking the initiative and helping me and the guys in the back (mechanics) to get me straightened out and back on the road. So my 1st impression of Mercedes-Benz of Little Rock is going to be 3 out of 5 stars. I’m really happy to be part of the Mercedes-Benz family and I look forward to having another opportunity to have this establishment take care of my pride and joy. Let’s hope for a better outcome. I’m...