Mercedes Benz of Plano — Local services in Plano

I hate to leave these types of comments/reviews, but it seems that this dealership has made several mistakes and left me with a bad impression. For starters, they sold me a vehicle that haven’t seen, checked out or drove. The salesman (whom I assume was new and not knowledgeable of the process) told me that the vehicle wasn’t ready and when its ready I will get a chance to see it but we do the paperwork first. Out of no control of his own, the salesman had to leave on an emergency. He assigned a backup, which was not available either. This is where the problems started. I bought the vehicle on Thursday and was told it would be ready by Monday. I waited, waited so I called left three voicemails for the backup salesman (no answer), I gave until Wednesday, so I called again and no answer(went through the receptionist/front desk) to make sure my calls are going through. I get a call that the car is ready, and I can pick it up. Upon inspecting the vehicle, it had major scratches and ding on the door. The sales manager was very apologetic (he apologized at least 5 times and said it would take care of it. Also, it was missing a key, so they had to order another. (This would’ve been done if I saw the vehicle beforehand) I had been emailing my finance guy (Tristan) an apparently the emails had been going to spam because I emailed him and the finance manager. I was emailing them because I wanted to make a change to add more funds to the contract for a lower payment which is allowable until I take possession of the vehicle. The sales manager apologies again and explained what happened with the process and he told me that “you basically fell through the cracks”. They ended up painting the car and replacing the key. Upon picking up the vehicle, the shade was missing. The concierge was a amazing she was hustling to try to get me a shade for the trunk, unfortunately the shade she chosen was the wrong size and didn’t work. We ended up coming back into the dealer the next day to get the right shade then we left. I thought we would be good to go but, I noticed there wasn’t a registration sticker. So, I called finance three times, using the receptionist and got Jason. He explained that being I transferred my old plates over, they should’ve given me a temporary paper tag for my glove box. Again, nobody explained the process. He assured me that he was going to get with Tristan and email me a temporary tag ASAP possible. That was Wednesday, its Saturday. I haven’t heard from anyone again (not surprised). I left messages for finance through the receptionist, and she was even surprised that nobody answered for 2-3 days. I explained to her my situation, and she was escalating it and someone would call me. It has been 3 days now. My concern is that if I get pulled over, how can I explain the no registration sticker. I understand people get busy and I was giving grace, but I wish it was more transparency. I guess this what it means to fall through the cracks.

Updated Review

I would like to provide an updated review reflecting the past 48 hours. Since my previous feedback, I have been in regular communication with Joel, the sales manager, regarding my situation. He demonstrated a sincere and apologetic approach throughout our interactions. While I will not elaborate on every detail, I most appreciate that, despite several missed opportunities (which were ultimately resolved) and although none of these issues were directly his responsibility, Joel accepted full accountability and committed to improving my customer experience both now and moving forward. Although the process initially presented some challenges, it was ultimately resolved satisfactorily. Furthermore, Joel proactively arranged a discussion with Mitch, the Finance Manager. Our conversation was also constructive, and Mitch likewise took ownership of the situation, even though he was not at fault. Overall, I highly recommend this dealership, as the leadership exemplifies professionalism...

My family and our experience with Mercedes Plano for the sales dept , finance and service dept has been superb ! Why brought me to purchase a vehicle was that one of my Mercedes vehicles needed new keys . I had such a spectacular experience with my service advisor Patrick Garcia that I decided to move ALL of my purchasing of vehicles to Plano MD . From the time you hit the entrance , ALL staff are very amiable , kind , service minded , cordial and happy to assist you ! I believe in the upward Trinkling affect , if staff are happy and treated fairly with a great work environment, then customers are treated exceedingly well . Thank you for having a great staff , from receptionist to service garage attendants!!

New post : return visit for my vehicle was spectacular. All the employees seem very concerned with attention to detail ! From the reception desk to the service bay , Mercedes Benz of Plano is a wonderful place to purchase and service your MB needs . My family and I are more than wholly satisfied with genuine Cari g and excellent service !! B

New post from service (02-14-2024 ) My experience at MB Plano was again fabulous ! Patrick Garcia ( service advisor) is a true jewel . Patrick has extreme knowledge of Mercedes Benz vehicles ( he quickly analyzed my auto issue), he is very caring and concerned about all my vehicle needs , he does not hesistate to fully explain my needed repairs , and he absolute is a service minded individual. Having a service advisor like Patrick Garcia has made my owning multiple Mercedes-Benz vehicles a trustworthy purchase , knowing that he will continue to make my post-purchase experience a safe and care free investment!!!! MB Plano must clone Mr. Patrick Garcia !

New review 05-24-2024. Once again , superb and excellent service . Patrick Garcia and his team is wonderful! My front tire developed later wall defect , I called and I was immediately directed to bring my S580 AMG in asap . The “ care” and consideration to my safety was quickly addressed and I was give a service appointment same day and within 10 min . The service teams concern of my case was efficient, friendly , amiable , caring and very professional! Patrick Garcia and his service team met my family’s needs promptly and kindly . I rank Patrick Garcia and the service team at MB Plano at 12 of 10 , way beyond expectations… they “ always strive to be better than their previous selves “!

June 8 ,2024. Review I would like to express that yet again service at Plano Mercedes was fantastic ! I had a right front tire blow out when driving thru Dallas ( mercedes benz tow service ) , I asked that my car be towed to mercedes plano late ate 6 pm. I received text at 7 am that car was in shop and then car was ready at 930 am ! Now that is true great , excellent , efficient , kind abd caring service . Patrick At plano mercedes has yet again gone beyond rge call of duty . SPECTACULAR service !!!!!

New post 09/2024 Omg , incredible service , patrick Garcia is by far the best !! Truly a caring , afable ,amiable ,and excellent individual . Spectacular service and humanistic attitude!! I am blown away by the attention ruin ti detail , I would bunch biopsy Patrick Garcia and clone him !!! I was a Parkplace for 20 yrs , I switched to Plano Mercedes Encause of Mr. Patrick Garcia. YOU Cannot teach this —-/ he is wonderful !!!!!!!!!!!!!!!!!!

The of outstanding Service that Patrick gives at Mercedes-Benz plano is Extraordinary and fantastic! Once again, I had issues with my vehicle he quickly analyze his situation, called me, fix the problem and addressed all my needs, and he got a loaner card to me since mine was towed to the dealership. He provides excellent care, comfort and service beyond our...

I usually don’t post online reviews, especially negative ones, but this situation is beyond comprehension, and I need to hear others’ perspectives.

Car details: Model: 2022 GLA 250 Mercedes (purchased at the Plano, TX location, where I’ve done all servicing since purchase). First flat tire: 06/2024 – front right Second flat tire: early October 2024 – front left Alignment completed: 02/2024 Regular service: late October 2024 – I specifically asked them to check the tires, and they said everything was fine, so I skipped another alignment. Third flat tire: 11/03/2024 – front right again, blew out suddenly on the highway with no warning; I genuinely thought I might die.

Note: No warning lights appeared before any of the flats, and even when they did, it was too late—the tire was already flat.

The real issue started when I went back to the Mercedes service center in Plano the next day. I explained that I couldn’t understand why three tires had burst without any reason over the last five months, and I believed that the tires should naturally be covered under warranty. However, they said that the front left tire, which was replaced less than a month ago, also needed to be replaced due to wear and tear—and neither of the two tires would be covered by warranty. One of these tires was five months old, and the other just a little over three weeks old, yet neither is covered under warranty. So, the cost to replace both tires comes to $1,000. How does that make any sense?

Their reasoning is that I didn't get an alignment each time I replaced a tire. But considering it costs $300 per alignment, how often should this really be necessary in a single year? I had already done one in February, so I assumed that would be sufficient. When I had two flat tires replaced, they only suggested an alignment—they never warned me that skipping it could pose any significant risk. And just two weeks ago, during a service check, they assured me that all the tires were in good condition, so I trusted that advice.

Feeling uncertain about the reliability of my current tires, I inquired about switching to a different brand. They quoted me $1,600 for 4 new tires or $1,000 to replace just 2 with the same brand. So, I decided to go with the four new tires.

Then, an hour later, they told me there’s a part (Steering Knuckle)that needs replacement and that this part was likely causing the frequent flats. When I asked why this wasn’t noticed during my October service (when I specifically mentioned the tire issues), they claimed it was “in a difficult spot to inspect.” This part also wasn’t covered under warranty and cost $1,800, bringing my total to over $4,500. After negotiation, I brought it down to $3,400 (labor alone was $1,320).

Can anyone tell me how any of this adds up? Am I really supposed to be responsible for all these costs? One tire is five months old, another less than three weeks, and they’re not covered under warranty? And the part isn’t covered either? My car is just over two years old with only 30,000 miles on it.

For the first time, I feel like Mercedes is just trying to profit off me. My trust in the brand is shattered. I’m beyond...