Mercedes-Benz of Natick

Reviews 3

SH

Sheila Stuart

This dealership gets a five on Star rating! They treated me awesome from the moment they started communication with me via e-mail. They showed great professionalism, they took the time to educate me on the different cars and options and most importantly, they were fair and honest throughout the negotiations. Over the phone I asked a question about the different navigation systems on the GLK, and I got an email with pictures of the different units with a detail description of the features and benefits of both options. When visiting the show room, I was pleasantly greeted by the sales staff as well as the Sales Manager. Josh Trigueros the sale consultant spent almost two hours with me going over in detail the workings of the car. His knowledge and enthusiasm for the product he was selling was inspiring. Josh never once made me feel like I was wasting his time. I had visited many other dealerships and test drove many different cars, Mercedes, BMW, Acura and Lexus, Nissan, Mazda. Subaru and Toyota, and by far the Herb Chamber dealerships hands down (Lexus in Sharon) and Mercedes in Natick, had the very best customer service. Mercedes in Natick customer service started before I even walked into the dealership. The sales people contacted me by phone and email, offering their assistance in my search for a new vehicle. I was honest and told them I was investigating many different new car options and comparing not only the vehicle but the price as well. Never once did they say a bad thing about any of the other cars I was looking at. They stayed focused on their product and seem committed to educating me so I could make the best choice. They never compared their car to the others I was looking at. This was very unique, because the other dealerships bad mouthed the different car options as well as different dealerships. Once I made my decision on what car I was going to buy, the sales team only asked that I give them the opportunity to match or beat any price I might of gotten. Sure enough, they gave me the best price without having to haggle or compromise on the options I was hoping to purchase. It was easy, and effortless, the buying experience was fantastic, everything went smoothly, I came in on Thursday night and pick my car up and drove home with my new car the following night. No hidden fees, no unexpected cost, the transaction was 100% transparent. Greatest Car buying experience ever. After I purchased the car Josh sent me links to video instructions on the working of the car, which I am finding to be so helpful. Mercedes-Benz -Herb Chambers Of Natick understands Customer Service......I am so grateful to have experience my first Mercedes purchase with them.

PO

Pornlapat Phitpiboonlerd

My husband and I recently purchased a Mercedes from an Automax. We are protected under 40,000 miles (or 4 years) and have been utilizing this vehicle for approximately 2 weeks before getting it checked up on an issue regarding vibrations. We decided to bring our vehicle here, to Mercedes Natick, to get it checked up, change the oil, and wheel balanced. We thought the issue may have been unbalanced wheels; this was not the case. We were charged approximately $300 for the oil change and wheel balance. When we picked up the vehicle, the hood was not properly locked into place. We only noticed after driving away and hearing the hood bang against the hood lock. We found it extremely unprofessional that they did not even properly close the vehicle after servicing. Strike one. All the more frustrating, Mercedes Natick tried to convince us that the vibrations were caused from a leaking tire - the front, driver side. They kept pushing the issue to get if fixed immediately. For $400. Have you ever had any garage charge you $400 for one tire? I dont think so. It was clear that they were attempting to charge us an outrageous amount for labor costs. Strike two. However, just to double check, we brought our vehicle back to Automax to inspect whether the issue was caused by the front tire. After inspection, we were told that all the tires are in perfect condition. And had it not been, we wouldve had a flat tire by now (again, weve been using this vehicle for 2 weeks). We found it very clear that Mercedes Natick was trying to cheat us and scam us; to replace a new, functional tire, so they could then sell our "used" tire and charge us $400 while doing so. Seem fishy to you yet? Strike three. After this experience, my husband was extremely distressed. Had he not known better about vehicles, we would have likely told Mercedes Natick to go ahead and change the tire for $400. We felt that the sales staff was trying to take advantage of our situation. He has been in contact with Ashley from sales and is still being pushed to change the tire instead of looking for alternative reasons for the vibration issue. TL;DR Please be careful with what the staff tell you at this branch. Although there is a current rating of 4.4, it may be a biased rating. Go elsewhere to double check whether the issue is actually what Mercedes Natick mentions. We can only assume that previous customers may have been hustled for extra profit at this branch. We are extremely unsatisfied and disappointed with how business and service was handled by the sales staff here. Will likely never return or recommend to friends and family.

JU

Justin Karimi

I purchased our ML from this Mercedes dealership a couple years ago, and since then I have had several very poor experiences with the company. Most recently I was quoted pricing on new tires and set up an appointment to have them replaced. Upon arriving at the dealership to have the tires swapped, I was told that the quote they gave was near $100/tire less than what they were going to have to charge me because they made a mistake and they were not going to honor the pricing they originally quoted. Additionally, after I did end up paying the extra per tire, not 24 hours later I had a "low tire pressure" warning show up on my car, with all 4 tires varying pressures by 4-5psi per tire (as though they were never filled correctly in the first place, which is not what I would expect after purchasing and having brand new tires installed). Scheduling maintenance via their online portal is misleading - each time (has happened more than once now) I schedule maintenance with a loaner car in an available slot, I receive a phone call asking me what year my car is - when I tell them, I am then instructed that my appointment (scheduled online) can not be honored and they wont have an appointment for me with a loaner until a week later. It seems as though the year of your car matters when scheduling maintenance with a loaner. I have also brought my car in due to vibrations in the steering wheel at high speeds (twice now). Each time they state that they have rotated and balanced the tires and have fixed the issue, but I am still left with vibrations. Upon consulting with a different dealership, I discovered that the tires were actually out of spec and needed to be rotated/aligned/balanced - this made me question whether the tires were ever even balanced/aligned correctly in the first place by this Herb Chambers Mercedes dealership. There have been several other occurrences of issues - overall, this dealership comes across as a friendly neighborhood sales team, but that is essentially where it stops. Purchasing your car from them is quick and easy, but as soon as you need to start maintaining your car, the service department quickly becomes a complete frustration. I have completely lost confidence and trust in their ability to maintain my vehicle and have taken my business elsewhere - in addition, I have committed to recommending against this company due to the hassle I have encountered thus far. Purchasing a Mercedes Benz luxury vehicle should come with what equates to first class service, and this dealership cannot provide such service.