Mercedes-Benz of Brooklyn

I took my Mercedes to Mercedes-Benz Brooklyn on April 9th due to an electrical problem that left the car unable to start. Their towing service transported the vehicle to their facility, and I paid $544.36 for an initial diagnostic, expecting prompt communication and professional service. However, I received no updates for nearly two weeks and had to constantly follow up myself to get any information. Around April 22nd-23rd, they told me a second, more extensive diagnostic was necessary, costing an additional $1,199 just to investigate further - still no actual repairs. When I refused this excessive fee and arranged to have my car towed back, the tow truck driver immediately started the vehicle and drove it right out of their garage. The dealership had never once mentioned that the car was actually running during those two weeks. Even more disturbing, my vehicle was returned with the interior torn apart, wiring exposed everywhere, and multiple dashboard warning lights that hadn't been there before. I had only dropped it off with a simple tire pressure warning, but got it back with check engine lights and various other error messages. I took this up with their management team - first manager Jerry Suarez, then service director Scott McVay, both acknowledged the problems and admitted responsibility in written emails. My request was modest: just a $250 partial refund of the diagnostic fee and restoration of my car to its original condition. Despite their written admissions of fault, they refused both requests. Then Vice President Will Berardino completely denied any wrongdoing, directly contradicting his own team's documented admissions. This dealership kept my $544.36, gave me back a car in far worse condition than when I brought it in, and showed zero accountability even with their own written admissions of responsibility. Their mishandling has resulted in over $3,000 in additional costs for me. The complete lack of communication, professionalism, and customer respect is appalling. I strongly recommend being very skeptical of any expensive diagnostic work they propose and considering other Mercedes service options.

I brought my Mercedes to Mercedes-Benz Brooklyn on April 9th because of an electrical issue that prevented the car from starting. Their own towing service picked it up and delivered it to the dealership. I paid $544.36 for the initial diagnostic, with the expectation of timely communication and a professional resolution. Instead, I heard nothing for almost two weeks. I had to repeatedly reach out on my own just to get any updates. Eventually, on April 22nd or 23rd, I was informed that a second, more invasive diagnostic would be required. The cost for this was quoted at an additional $1,199 just to "look into" the problem, without actually fixing anything. At that point I declined and arranged for the vehicle to be towed back. To my surprise, the towing driver was able to start the car and drive it out of their facility, something the dealership never once communicated to me. Worse, when the vehicle was returned to me, the interior was disassembled, wires were exposed, and my dashboard showed multiple warning lights that were not present before. When I dropped the car off, the only minor warning was for tire pressure. When I got it back, I was faced with check engine and numerous other errors. I escalated the issue through management. First a manager (Jerry Suarez), then the director (Scott McVay), acknowledged the situation. By email, their own representative admitted fault and offered alternative resolutions. I requested only a partial refund of $250 from the diagnostic fee and for my car to be returned in the same condition it was received — nothing more. Yet the dealership refused to follow through. Later, Vice President (Will Berardino) denied responsibility altogether, contradicting their earlier written admission. In the end, the dealership kept my money, returned my car in worse shape than I delivered it, and failed to provide even basic transparency. Because of their handling, I've incurred over $3,000 in additional expenses. My experience shows a clear lack of communication, accountability, and respect for the customer. Be extremely cautious when dealing with this dealership.

After all the negotiations when the day comes they will tell you some mysterious customer put a deposit on it.

Great specialists prompt service no problem with a car loaner friendly stuff . very good experience.

Never again. This dealer lacks both technical expertise to troubleshoot car problems, but even worse has no clue how to provide customer service even after screwing up. Brought the car in, and both time the main concern was completely ignored and third time not documented correctly by the advisor. Meanwhile they billed MB $ thousands to fix minor issues.

Never again. This dealer lacks both technical expertise to troubleshoot car problems, but even worse has no clue how to provide customer service even after screwing up. Brought the car in, and both time the main concern was completely ignored and third time not documented correctly by the advisor. Meanwhile they billed MB $ thousands to fix minor issues.

Never again. This dealer lacks both technical expertise to troubleshoot car problems, but even worse has no clue how to provide customer service even after screwing up. Brought the car in, and both time the main concern was completely ignored and third time not documented correctly by the advisor. Meanwhile they billed MB $ thousands to fix minor issues. PS They screwed up my lease return as well, that cost me over $1000

We dealt with Ronald Gilmartin and we cant say enough positive things about him or the service department. They communicated exactly what the issues the previous dealership (Ray Catena Mercedes Edison), and identified exactly what was wrong with the car with timely, truthful and accurate updates. Along with a Loaner! We were a bit gun shy after our last negative experience but they really upheld the brand.

Mercedes-Benz of Brooklyn’s service falls short. Despite numerous complaints about my GLS 450’s liftgate while it was under warranty—with service invoices to back it up—the dealership repeatedly claimed there was no issue. Now, just months after the warranty expired, they acknowledge the problem but refuse to cover it, even though it was reported multiple times while the vehicle was still under warranty. I appreciate Gary, my service advisor, who genuinely attempted to advocate for my situation with his management. However, management refused to address the issue and didn’t even reach out to discuss it with me. Gary’s professionalism stands out, but unfortunately, the service department’s management is making Mercedes-Benz look bad. This is not the level of service I expect from a luxury brand. Mercedes-Benz of Brooklyn, you are failing to uphold the reputation that Mercedes-Benz is known for. -Richard R

My car was in for service this week and I can’t say enough good things about Karen. She is extremely kind and helpful. Both her and Jerry were extremely helpful in making sure we got our car back quickly I. Time for my husbands treatments. Highly recommend this service center!