Mercedes-Benz of Pittsburgh — Local services in Pittsburgh

Where shall I start….let’s see, the first conversation occurred on 11/30 with Nadine from the service department to confirm my appointment/ go over the service cost. She quoted me an incorrect amount (since every call is recorded for quality purposes- I’m sure the amount she quoted can be verified) that I feel should be upheld by the way. To my surprise once I arrived at my 12/6 apt (30 min early). Dale, one of the service advisors embraced me with poise, gratitude, and a sense of calmness to explain everything to me as he could tell this was my first time receiving car maintenance services at this location. He gave me a breakdown of the service I would receive that day and the services that NADINE recommended for this visit. Oddly, she never disclosed that to me (this can also be verified from the recorded phone call). Dale vocalized the person I scheduled my appointment with was not a female but instead a male by the name of Justin and that the total wait time would be four hours. I disgruntedly accepted it for what it was given this location is pretty busy. He kindly walked me to the waiting area and gave me a tour. Waiting for a total of four hours was brutal. I noticed the services cashier, Megan not once asked me how I was doing, or inquired if I had any questions while I was waiting considering I was pacing a lot and not sure how my first experience would pan out. I didn’t feel welcomed at this point. Lastly, the disappointing encounter with Justin was sub-par and unprofessional, to say the least. He started with asking me for my address for the invoice printout. He didn’t tell me why it was necessary to have my address until I asked why he needed it- strike one. Second issue, I get to the cash register where I was given my invoice without an explanation of the work that was done nor did he explain to me as to which functions within my vehicle were in a proficient state or in need of service in the upcoming months or a year from now. I received NO type of communication regarding my vehicle whatsoever. Here’s the kicker, he had no problem calling me to inform me that my tire tread was wearing down and proceeded to ask if I wanted to purchase tires. I guess his only motive is to make money for the company or himself if he receives a commission. I’m sure he does. In conclusion, my experience with Mercedes Benz Baum Blvd location was the most unwelcoming, unpleasant, and egregious experience I’ve had at a dealership thus far. There was nothing luxurious about this...

Taylor Sovelove was my service rep. I was concerned about bringing my c300 in for major work described in a MB service bulletin, as I had read quite a bit online of horror stories where customers had to fight to get dealerships to perform this work, and my c300 was definitely showing signs of the issue. Taylor diagnosed it and called me and explained that it was the issue I was concerned about and would be a major work order. However, they got to work immediately, and in a few days we had the car back. Someone had forgotten to reattach the splash guards under the car, and Taylor called me and told me that, and asked if we could either come by and get them reattached or he'd have someone come get the car and swap it for a loaner. I really respected him being honest about the mistake. He could've made up any number of reasons for bringing it back in, but he told me the truth about a simple mistake -- one I'm sure some customers would flip out about, but his honesty built a ton of trust. This was the level of service I expected from Mercedes. However, the people I spoke with when dropping it off I could do without in the future. I'm a senior engineer and I've been working on cars since I was 13. I was describing the problem to the person taking the information and was rushed rushed rushed, and when I told the person I performed my own oil changes with the correct oil filters and oil, I got a skeptical look and condescending questions about WELL, you have to flush the brake lines and diffs and transmission and the cabin filter etc etc.. yes I know i'm due for additional service, but would you please stop talking to me like I'm an idiot and listen to why I'm here? That sucked. But once I started working with Taylor directly everything was awesome. I will continue to bring the c300 to him exclusively, and I'm looking into buying another and will be bringing that one to him as well. Overall MB of...

I bought a CPO 2021 Mercedes in December of 2022. At the time, I would have given it a five star review. The buying experience was easy and friendly, and I was overall pleased. This year was my first inspection, and the car failed. The car only had 9k miles at purchase. I only added 5k miles in a year. Yet, the front tires failed inspection and apparently the rear tires just scooted by until next year. Despite the talk about the company wanting it to be showroom quality when I drove it off the lot, I knew that was just salesmanship; it was CPO and I didn't expect perfection, despite it being relatively new. However, what kind of tires were put on this car that they failed inspection after 5k additional miles?? It makes me question what else is wrong with the vehicle. I keep getting email and fliers from salesperson asking me if I love my vehicle and would recommend them to others. I contacted him last Friday, expressed my concern, and never even heard back. No apology, no coupon or something to offset the cost the dealer charges for tires, nothing. The customer service I got when I gave them my business is not what I'm seeing when I bring up a concern. Very disappointing.

Update: The manager contacted me and was friendly, professional, and rectified the situation. That being said, the explanation of how the tires were out of alignment and that caused the wear concerns me. When I bought the car, they had forgotten to reset the service so I drove with that annoying warning for a year. I now have concerns that other things, like possibly the alignment, weren't double checked before I took the car off the lot. I also wish the salesperson himself had made more of an effort to address the missed communication as a professional curtesy, though I'm thankful that at least the manager did reach...