Mercedes Benz of San Francisco Service Center

Nino B.

★★★★☆

2 years ago

Dealership has reasonably priced maintenance services. Loaner car has to be reserved weeks in advance. Otherwise they will arrange Uber if you need a ride. Unlike other Mercedes dealerships in the area they only wash your car after repairs and do not vacuum. That is a minor shortcoming of the overall customer experience here.

reilandDolan qualmesJonathan

★★☆☆☆

4 years ago

My G-550 was recalled as the back seat latches could fail. I made an appointment to drop it off, about a two week waiting period. The day after I dropped it off, they called stating someone stole my car keys and that I had to bring to them my spare key. They did not offer to come to me to get the key. They didn’t really seem to care much about it. I was dismissed by the manager (I guess that was his title he never disclosed to me his position.). He didn’t seem to care either. The key chain, which I was told to leave in my car, had my recently deceased pets ID on it. It meant a lot to me. It also contained my address and phone number. The manager told me, “It’s your fault for having your address on your keys.” He told me that I was to blame. This is the second MB I’ve owned. I can’t express what a huge disappointment this dealer is. I don’t think anyone cared and they all just seemed to avoid me. I can’t in good conscience recommend them at all. They did replace the keys and lock. I’ll add that I mentioned the thief has my address and will probably come to my house to see if the key works. The manager again said that was my fault.

Bill Stavroulakis

★☆☆☆☆

Edited 2 years ago

I would like to express my disappointment in your services. It is just laughable to how bad you treat your clients. Here is the saga of my experience with you, truly horrible. -> (June 29) I dropped off a Smart car last Thursday (July 29) at 7:30am. The person who I talked to was William Soo. He told me that I would have an update either the same day or on Friday July the 30th. (July 1) I didn't hear back and I called on Saturday (July 1). The person that responded the phone told me that they would ask the technicians and call me back. Nobody called me back. (July 5) I came to the store to ask about the status of the car. They told me that they don't know yet and I will have a call either that day or the next day. Nobody called. (July 6) I called to check on the status they told me that they don't know yet and I will have a response either the same day or the next day. Nobody called. (July 8) I came to the store to ask about the status of the car. They told me that I should have a response on Monday (July 10). (July 10) The didn't call back. (July 11) I called to check in on the status. They told me that they are going to call back. They did call back! And they told me that for the 2017 Smart Car EV that I have that the "control unit" broke and that I'll have to pay $14K for that part and that it isn't part of the battery insurance because "it isn't the actual battery but it is on top of the battery". They told me that they can't help and that I'll have to call Mercedes USA to escalate. I called Mercedes USA to escalate and they created a ticket number for me. They told me they will call back in 24-48hours. (July 14) Mercedes USA hasn't called back.. The way I have been treated shows me that you don't value your customer's time and your processes and promises aren't to be trusted.

Maria Gargan

★★★★★

2 years ago

It was a giant pain previously to have to bring my car to MB when it was still in the city-proper. Now that they're on Gellert with a much bigger space and I work with an awesome advisor (Natalia), it's the only place I go to when something comes up. I did have one issue pop up when Natalia was on PTO but another service advisor (Aly) came to my rescue. She managed to get my car in for an important brake fix and back on the road in time for my son's athletic competition. If you're a woman MB owner and car enthusiast, I highly recommend connecting with Natalia or Aly - they're super friendly and knowledgeable about what goes into the work needed on your car and get things moving.

New Era Home Renovators LLC

★☆☆☆☆

2 years ago

I had my car towed to this location due to flat tire. I was told they they don't honor my extended warranty. I asked the tow company to take it to another location. The service representative said she will ask them to bring the car to the front. I waited for 30 minutes so i went to ask where is my car then she said i will go and get it now. Why did she say i will ask somebody to bring your car to the front when there was no one available. I will never go to this.dealership. Lousy service . The tow truck left.already so i had to leave my car overnight. It's now 6pm.

Sally Steele

★★★☆☆

2 years ago

They do solid work, no complaints there, but man they are so expensive. The customer service, in person and by phone, is great if you have a straightforward request (e.g. an annual service). However I have found that if you have questions about whether they can do repairs that extend beyond the norm, including what would be involved with the repair, much it will cost, or how long it will take, I have gotten the run around multiple times. I don't think it was intentional - it sounded more like there was a lack of internal communication and follow up.

Phil Heymann

★★★★★

10 months ago

I've had a great experience with my Sprinter van at their dedicated repair facility. Ray is an amazing service advisor, they'll be my repair facility from now on.

Freddy Feng

★☆☆☆☆

4 years ago

Not recommending this location for your car service. I have Benz SUV bought from SF Benz dealer couple years before. Since car has couple issues needed to be checked and repaired, I called service center 2 weeks before my appointment. Through the phone call for setting an appointment, I told them my car have 2 or 3 issues need to be checked and my car is probably not in warranty. The customer also checked the system and found my car information. She confirmed all information I provided. She said diagnosis is $250. I told her I need to check 2 or 3 items of my car,” will it be still $250?”. The lady didn’t answer my question, “ yes one diagnosis is $250”. Then I asked can I get courtesy car for driving back even though my car has been purchased years ago?, She said,” yes, we can have loan/courtesy for you on appointment day”. Then we set up appointment. On appointment day, I went to the service center at Folsom st, the staff lady said” 3 items diagnosis is $650 and there is no courtesy car for you since your car is over 5years after purchase.” It is ridiculous and got me frustrated. They didn’t mention it on the phone and also the lady confirm the price for diagnosis. They also said they would provide courtesy car for me. If you can not do what you said, please do what you only can do. Don’t even trick customer. Be honest and professional. Will not go this place for my car next time. Google friend, Better to choose another dealers for your car.

Bryan O'Sullivan

★☆☆☆☆

a year ago

I'm dealing with my second customer service disaster in a row from SF Benz. In the first one, they jerked me around for months over a repair: ordered wrong parts, never communicated, didn't complete the ordered service properly, held onto the car for ages. When I posted a negative review, they at least acknowledged the problem and offered me a credit against a future service. Six months later, I'm almost two weeks into the same nonsense again. It's almost as if they're repeating a script. Ordered wrong parts, didn't respond to my questions, and then introduced a new problem which I found immediately when I went to pick up my car, so I wasted half a weekend morning for nothing. The incompetence and lack of communication are breathtaking.

Mike Edmeyer

★★★★★

a year ago

Had a flat tire while traveling to the airport. Luckily, I was able to limp into MB of San Francisco. Not only did they take care of my car, Manuel Solano (Manny) set me up with transportation to the airport. He took a very stressful morning and turned it into a win after finding the warranty for my tire. -- I was able to make my trip and pick up the car on my return. Thank you to the entire MB SF team but especially Manny. You guys know what it means to be customer-focused. I'm definitely bringing my two 63s's here going forward.

Fatema Kabir

★★★★★

a year ago

The best experience I’ve had when purchasing a vehicle happened at the Mercedes Benz of South san francisco dealership. The process was so smooth and informative. Thanks to Alfonso specially, he's very knowledgeable and personable, now i am owner of my first Mercedes! I'm highly recommend Alfonso to everyone!! Thank you guys for all your help.

Alexandra Hill

★★★★★

a year ago

All in all I have to give Mercedes Benz a 5-Star review. I am a new widow with a 10 year old car which was given to me by my husband 5 years ago. I love my car. My husband bought it for me after a near fatal crash that left me partially disabled.it was the one good thing that came out of that crash. 💥 I had originally gone into MB due to a mandatory recall. Chris Mitchell, my “person” heard a noise which I knew I had to deal with. Chris was great and helped me through this whole ordeal. Because my husband could fix ~anything~, I have not had to take any car into a shop for 42 years. This trip was pretty daunting. Yes, it was expensive, but I also know I’ll be safer on the road. And that’s due to Chris and the mechanics. My only complaint was that I was told two of the rims on the loaner had scratches when I returned it. I don’t know how that happened considering it just sat in my driveway. Whaddya gonna do? Thank you Chris Mitchell for making this difficult trip into something a new widow could deal with. I really appreciated that.

Ty Wilson

★☆☆☆☆

9 months ago

Did not have a good experience with my brand new car and for my first Mercedes experience, I’m not really feeling confident in the quality, service or the brand. 1. No loaner was provided from Mercedes, instead a ride to an enterprise 40 mins from my house. Why could this not have been local? Unfortunately the Lyft sent was told to drop me off in the middle of a busy road without any amenities nearby, not at enterprise. I couldn’t add a stop because that was disabled by Mercedes and I had a hassle trying to call back and get another ride coordinated. Huge fumble and waste of my time. 2. Once I got to enterprise, they informed me that I was only getting economy car coverage and provided me a Toyota Corolla, not comparable to my vehicle class at all. On top of that, the total coverage by Mercedes didn’t cover taxes. Here I am with a brand new Mercedes and instead of trying to make it right, I’m out of time and out money. Terrible experience and treatment from Mercedes. 3. Once I returned the rental to Mercedes with a full tank, they told me they would return it to enterprise. Unfortunately I got a call from enterprise saying I returned it half tank.. something is fishy and it points to Mercedes staff abusing customer trust and joyriding around. I had to argue with enterprise and provide proof that I filled the tank to get the fees removed. 4. The GLC wasn’t put into service mode during repair and kept pinging me constantly in the app to lock the door. This was unprofessional and distracting. 5. Fan noise wasn’t resolved, low confidence that this car won’t have another complete software failure, requiring the same towing / repair. No assurance if this happens again that Mercedes will replace this vehicle with a functional/ reliable one. My entire experience with service has been a 1 star. A big waste of time and money on a brand new luxury vehicle. I would expect better and I’m thinking that me passing up a Porsche for this experience was a big mistake. I will not be working with this location in the future and urge everyone to stay away and take your business to a competent service center.

Andrew Arroyo

★★★★★

3 years ago

I've been brining Sprinters to Frank Lemus for years now. They take great care of our vehicles and always in a timely manner. Highly recommended for all your Sprinter service needs.

Keith Maddock - MS Elite SF Transport

★★★★★

6 months ago

TLDR: [I go out of my way to come to this location, due to their excellent customer service, especially Alessandra!] After being a customer of their SoMa location for a few years, I moved 30 miles out of the city and they moved 10 miles in the opposite direction. I gave the suburban dealer a couple of tries and they were fine for service, but for warranty repair they were lacking. Plus, their transportation solutions were garbage. So, I came "back" to their big new location, with the same trusty staff. The extra space here makes everything a little easier. Alessandra takes care of me and my car so well, and makes it a pleasure to visit. It's also much easier to get loaner cars here when the car has to stay for a couple days. She and the team have worked hard to fix issues that the other dealer just shrugged off. And when all i need is the "every 10k service", I'm in and out in a couple of hours. I highly recommend this service center!

Yan Zhen

★☆☆☆☆

2 weeks ago

Absolutely terrible experience with the Service Department at San Francisco Benz. About a month after purchasing my car from this dealership, the engine warning light came on. Concerned that something might be wrong, I drove to the dealership hoping they could at least take a quick look. Instead, I was immediately told they do not accept walk-ins and that they could not help me at all. What makes this even more ridiculous is that the staff themselves told me that an engine warning light could mean the car is not safe to drive and that diagnosing the issue could take several days. Yet when I tried to schedule an appointment, the earliest availability they offered was 10 days later — or even 17 days later. So let me get this straight: you tell a customer their car might not be safe to drive, but the soonest you can even look at it is more than a week away? That makes absolutely no sense. To make matters worse, the staff member who handled my appointment was incredibly dismissive and arrogant. The attitude was unprofessional and felt like she simply didn’t care. This is the exact opposite of what you would expect from a dealership representing a luxury brand like Mercedes-Benz. If this is the level of service SF Benz provides to customers who just bought a car from them, it says a lot about how little they value their customers. A luxury brand should come with a luxury service experience — unfortunately, that is clearly not the case here. I would strongly recommend avoiding the San Francisco Benz Service Department if you expect professionalism, urgency, or even basic customer care.

HEALING SOUNDS Studio

★★★★★

3 weeks ago

On a road trip and my check engine light came on. I was able to get an appointment first thing and they helped me get on the road again within 30mins. Am going to invest in a code reader to save on paying $300 for the diagnosis and clearing. Stocked up on SPRINTER merch that we don’t have in Canada 🤩