Mercedes-Benz of Reno

Steven Berry is a fantastic salesman and he was very helpful to us! We highly recommend him.

Took my AutoNation vehicle in for a loud whistling noise and broken 4x4, it was still under warranty. The whistling noise is still there and repairs to 4x4 took 4 months. GM Steve Terhaar never responded to calls. Don’t.

I have confidence in Desiree and her recommendations. However, there is always a sense of chaos and too many clients to satisfy at once.

Worst Service and customer service I have received in my life!!! This place has gone downhill over the last three years. Poor agents, service dept, and organization is all I can say. Never recommend this place to anyone. They do not return calls, no follow up, they even had a few dents in my vehicle when I went to pick it up that took a few weeks to get fixed.

Purchased a F-150 Limited and overall the transaction was good. Would recommend this dealership. I do think they could of filled the gas tank before turning the truck over to me.

Service completed in a timely manner as promised and good communication throughout the service process!

Beware of the service department. I’m not sure where some of these higher ratings come from! We dropped our car off for service and were told we would be kept updated on how things were going. Not only did we hear nothing all day, but the service writer, Sean, went home early and no one in the service department answered the phone. After eight minutes on hold, an answering service picked up, Finally someone in sales was able to retrieve our vehicle for us. It hadn’t been touched. Is this what one should expect from a Mercedes dealership?

Prior to my service appointment on November 6, 2023 I did not have a very high regard for service at your facility. The service advisors I talked to on prior visits knew almost nothing about the Sprinter line of vehicles and were unable to respond to my questions. The telephone service appointment I made for the Approved Emission Modification (via the Las Vegas phone center), became a "ignition modification" on the work order. How is it that the service writers are unaware that MB is modifying hundreds of vehicles? Then, on November 6th I met Phil Shreves. Phil is friendly and approachable, and he knows Sprinter vehicles. He answered all my questions, including some that had gone unanswered for four years! He gave me an accurate description of the service my vehicle needed, and an accurate estimate of the cost of that service. He was aware of the separate MB Sprinter service facilities, like the one in Salt Lake City. He is also the first person, anywhere, who was aware of the problems associated with corn oil in the diesel fuel in the Midwest! I've even talked to service writers for Mercedes Benz in Nebraska, Iowa and Illinois who were unaware of the problem and unable, or unwilling, to offer advice.. Phil is the real deal -- he knows the vehicles, and he shares his knowledge with his customers. We could not ask for more. He's the best!

We have had our E350 for service in October but arrived with a flat tire due to hitting a pothole just before arriving at the dealership. That of course is not the concern for Mercedes. During the yearly service I was notified that 4 new tires were required, which I had expected and consented to. However, balancing the wheel that had the flat tire was not possible; apparently a slight dent in the rim had to be fixed by a third part. The dealership would arrange that. All technical work that was provided, service, installation of new tires, and fixing the rim by the third party was done very well. The problem was the interaction between service personnel and myself, not keeping me informed at all on the status of the repair. In addition, during the absence due to illness of my service contact, no clear communication was apparent between that contact and others in the service department supposedly dealing with her work. On two occasions I had to make an appearance at the dealer as my text messages and phone calls remained unanswered. During the visits I discovered other service personnel were not informed that new tires sitting at the shop had to be installed. Also not of the rim repair, resulting in my car sitting at the dealership waiting for the recovery of my service contact for weeks. Even, a brief discussion with the service manager still resulted in me having follow up as I still did not get a return phone call. I returned a polite note to a general message from Steve Terhaar, the GM, thanking me for the service, though the wrong car was quoted, that it would be simple to improve on the service experience, but I did not want to commit it on paper and suggested him to give me a call. But no follow up from his part occurred. To be honest, even with this request to respond to a survey, I really wonder if AutoNation really is committed to good service. I have my doubts. However, the solution is simple. Ensure that left messages get returned, even if perhaps channeling through a dispatcher if need be. Ensure that the client remains apprised of the status of the repair, even if they would simply say that the third party cannot commit to repair until day so-and-so/ At least the client is informed of the situation. We have purchased three cars from this dealership and have always had our maintenance work conducted by this dealership for over 10 years. I hope you will ensure that the standards maintained in the earlier years do not slip. Thank you, Bert J Huls

First time visiting this dealership as they had a fairly rare used MBZ I was looking for. When I called the dealership, Jackie Bohall took the call, and I am very fortunate that she did. The entire process was very smooth without pressure. I am in sales so I can relate to that. Jackie is very professional and knowledgeable and Inhighly recommend her if you are shopping at Mercedes Benz of Reno.