Mercedes-Benz of Music City — Local services in Nashville-Davidson

A little over a month ago I brought my car in Music City MB because one of the components for the audio system in my car was failing and I wanted a diagnosis to figure out which component it was. As I looked back into the shop I noticed that my car was on the rack 10 feet in the air. I thought it was odd because the components that needed to be tested were in the trunk. When I inquired as to why my car was in the air I was told they were doing a brake and tire inspection which was not requested.

On my ride home which is about 15 to 20 minutes away from the dealer I noticed that the car was riding close to the ground when I pulled it into my garage. Upon calling Jeff my service advisor I informed him what was happening and we had the car towed back. I was advised by you guys that the compressor went out and it needed to be replaced. Something told me that my car being on the rack had something to do with it but I was told it was just a coincidence. After the compressor was installed fore 1000.00 I was then informed of more work that needed to be done. Not feeling right about the situation I asked if there was a way my car could be made drivable without the extra work and you agreed that would would get the car functional. I picked up my car and within 20 minutes of leaving the car was not operating properly and pulled the car over and called Jeff my service advisor. … I waited for 20 to 30 minutes and I got no return call. I decided to take the car to a local shop closer to the house. They performed another 1500.00 worth of work. The car needed to be calibrated and that shop did not have the proper equipment and they referred me to go back to the dealer. Since I had lost confidence in MBMC I brought the car to Mercedes Benz of Nashville down in Franklin. I asked them about the car being up on the rack. Both the service advisor and mechanic feel fairly confident that although the compressor was probably towards the end of it’s life that putting it up on the rack and all the air coming out of the system was too stress for that compressor that was on the car to be able to put all the air back into the system. That if the car had not been on the rack...That if some air was needed to level out the car the compressor was able to function in that capacity… But refilling the whole system with air was just too much. Between the work done by MBMC and the other mechanic, the calibration and the rental car's I needed while I was without my car for a month I’m close to $3500 into this… And I’m of the opinion that if the car had not been on the rack I would have not been burdened with these repairs at this moment.

I emailed Kevin the service manager and he never replied. I called and spoke with Bill who is in charge of operations and Bill told me the car was on the rack because some technicians have bad backs which was different then my service advisor gave me...he said it was a break and tire inspection. These guys are not on the same page and it is impossible to get an answer on why my car was up in the air when It did not need to be.

I had a final conversation with the GM Edwin Vickery and he told me that he did not feel they did anything wrong and that they are not willing to take responsibility. It is sad they decided not to take responsibility...but I will never go back and would encourage you to go to MB Nashville in Franklin if you need to have your car serviced at the dealer. The team there offered exceptional service. The service tech from that dealer said that putting my car on a rack was the cause of the failure.

My car had no business being...

Review: A Frustrating Experience at Mercedes Benz of music city’s Service Department

If you’re expecting the luxury service experience that should come with taking your vehicle to a Mercedes dealership, Mercedes Benz of Music City might leave you disappointed. My recent visit was a string of miscommunications, unexpected costs, and an overall lackluster customer experience that fell well below expectations.

The Loaner Car Debacle

From the start, things were off. After my car was towed to the shop, I requested a loaner vehicle and was assured that one would be available the next day and that it would be held for me. When I called back the next morning? Suddenly, it was 3 to 5 days before one would be available. Then, to make matters worse, one of their technicians, Noah, actually suggested that I rent a car instead. Not exactly what you expect when you’re told a loaner will be reserved.

Pushing Sales Instead of Service

At one point, their sales department reached out—not to check on my service experience, but to try and sell me a new car. After that? Radio silence. No follow-up, no courtesy check-in. Just another attempt to push a sale without ensuring their service department was actually taking care of my current vehicle.

The Costs and Previous Service Issues

When the diagnostic came back, it was a whopping $550 just to figure out what was wrong. Turns out, it was the starter, and fixing that alone was nearly $3,000—not to mention the other recommended services that they tacked on. What made this even more frustrating? I had recently come in for an oil change, and not only did they fail to reset my onboard computer, but now I was being hit with more costly “suggestions.”

Poor Communication and Customer Service

When I finally picked up my car, the experience was completely impersonal. Unlike other Mercedes dealerships I’ve been to, where the staff ensures a smooth handoff, I was barely acknowledged. No manager came to speak with me about the issues I had with the service department. Instead, I was handed my keys and vaguely directed to find my car outside. I was literally left wandering the lot, clicking my key fob like I was lost in a grocery store parking lot.

Final Thoughts

The one bright spot was my service technician, Kalyn, who was friendly and professional. But that alone wasn’t enough to make up for the poor communication, inflated costs, and lack of basic customer service from the rest of the team.

While I appreciate the discount provided after raising concerns, my experience at this location did not reflect the level of service I expect from Mercedes-Benz. I truly hope they take steps to return to the high standard of customer care that the brand...

I own two Mercedes and have dealt with this dealer ship for years. The sales staff were always great. Unfortunately some have left. The service department on the other hand is awful. I have had numerous incidents. The biggest issue isn’t the quality of work but the staff that we customers deal with. My last interaction just happened. I blew a tire and called to see if they had the tires for my car. If they didn’t I was going to go somewhere else. The person on the phone said they did and I asked for the price . We even joked that the price was competitive with the other place I got a price from.Since towing was included I chose to have them handle it. They towed my car that night and the next day sent a text saying the tires would arrive at 11 am. I responded and asked someone to call me . I followed it up with a call to my service person and left a message to please call me. NO Response. Since it was Friday and I needed a car for the weekend I was anxious to speak to someone. An hour later I received a text that they didn’t have the tires and I’d have to wait till Monday. Again I called and texted to please call me. I even spoke to the operator twice and explained I needed to speak to someone and figure out what to do for the weekend. NO RESPONSE. I then took my wife’s car and drove to the dealership and spoke to the head of service. He was nice enough to get me a loaner. Later that day I get a text that my car iwas complete. It didn’t make any sense but ok. I went today to get my car and pay for the tires. That’s when I found out the price was double what was quoted. And double the other place I was going to go to. The service guy said he was going to speak to his manager but couldn’t find him. He came back and said “ well this is the same price we quoted you prior. Frankly I never saw a quote but know what was told to me and what the other place quoted. Actually my wife had the tires on order for next week but my tire blew before we could put new ones on. This isn’t about the money. I can afford the car and the tires . It’s about the despicable way they handle their business and there inability to communicate This is the third or fourth type of incident like this I’ve had here. My car is leased and when the lease is up I won’t buy Mercedes due to the dealership. The cars are great. The...