Mercedes-Benz of Chantilly

Mercedes Benz of Chantilly (MBC) owned by Penske Automotive Group (PAG) has become a prime example how NOT to treat your customers. The last one month has been so frustrating that writing this review appears to be my only option. I’m a lifelong Mercedes owner with my last two cars being AMGs. I point that out only to show the MBC/PAG doesn’t even care about Mercedes’ best customers driving some of their best cars. Here is the first matter. I bought a brand new 2025 AMG GLE53 Coupe in April 2025 and a few days later, the sunroof fabric came off its rail. There was also a strange grinding sound when I turned the steering wheel. So I called MBC to discuss the issues with a service adviser. I called every 2-3 days for almost 3 weeks but could never get a hold of a service adviser because they were always “busy assisting other customers”. After almost a month wasted, I called and asked to speak to a service manager. The service manager (who’s name I did not catch) answered some of my questions so I made an appointment to come in on May 6. When I arrived at my appointment time, it took the service staff 20 minutes to get to me. I stood in the drop-off bay for 20 minutes just waiting for my turn despite having and appointment. The greeter kept telling me the staff was “busy assisting other customers” except this time I could see 6 advisors and only 2 customers ahead of me. The rest were just “busy”. When my turn finally came, the advisor informed me that my issues were under warranty but could take a very long time to fix and they had no loaner cars so I should come back when I was prepared to leave my car for a week or so! This is EXACTLY why I was trying to talk to someone knowledgeable before coming in. What a huge waste of time. Needless to say I left and scheduled an appointment for a later date. A few days later I called back to confirm a couple of things about the appointment and the type of repairs needed. I left my service advisor 4 voice messages over a period of almost 8 days, stating in each message that this was my second, third, fourth message so that he would know how long I had been trying to reach him. He finally called me back 8 days later. Getting a hold of someone at MBC feels like a part time job. Now the second matter if you’re still reading. A couple of days ago I got a flat tire. I called MBC to see if they had one in stock, which they did not. So on June 18, I paid almost $600 and had them order the tire, which I was told would arrive on Friday, June 20. So I made an appointment for the tire installation for Saturday, June 21. This morning while I was getting ready for the appointment, I decided to call MBC parts department to confirm if the tire was here. They put me on hold for nearly 7 minutes because they were “busy assisting other customers” even though I called 15 minutes before the official opening time (and was frankly surprised that someone even answered!) I was then told the tire had not come in and wouldn’t be here until Tuesday, June 24. I now have to wait with a flat tire, unable to drive my car, for another 4 days. Whats irritating here is that no one called to let me know and had I made the 9.5 mile drive from my house to MBC on the small spare tire, they would have broken the news to me then and sent me back. MBC/PAG has completely ruined my experience of owning a new AMG vehicle. Every interaction with them makes me feel disrespected and upset. Why do you guys take on more customers than you can handle? I understand its all about the money but treating people with dignity and respecting their time and schedules does not cost anything. I know MBC’s management will respond to this post with a generic message about how important customers are but actions speak louder than words, and on that front MBC has failed me far too many times. If they really want to talk to me to make things right, there are enough breadcrumbs in this review for you to contact me. I will not be calling MBC anymore.

Auto listed was not driveable, needed transmission. Salesman still offered it, without telling me. AI keeps contacting me about it after canceling.

$995 doc fee is ridiculous and pure profit. I would never trust a dealership with this kind of fee schedule whether it’s allowed by law or not. Lower your doc fee!

This was the worst car buying experience I ever had… I am a 7 year veteran of the Auto business who was helping his younger brother purchase a 2021 Used Honda H-RV this month,the sales rep that was assisting us was Zabed Chowdhury, he was extremely dismissive, rude and unprofessional. He was using the same old used car sales tactics from the 1990’s where the salesmen can be dismissive, raise their voice at costumers and play the “take it or leave it game”. Here’s a message to the management of this location; today’s consumers are far well aware of all the age old tricks and the experience we had from this franchise Mercedes store felt like buying a car from a whole sale auction, the service of the sales person was simply despicable, the delivery process didn’t even exist, we were handed the keys and told to have a nice day and there is no structure in this dealership. Lastly, the salesman’s explicit words when addressing any questions about the car deal were; “ Well I’ve been selling cars for over 10 years so I know what I’m doing…” Salesmen like these give the entire used car industry’ a terrible name and this is exactly why todays consumers hate going to dealerships to buy a used car. Future potential buyers please go elsewhere you will be treated much better as a costumer.

I just needed a Virginia Safety Inspection of my Sprinter Motorhome and managed to get one that day. Service recommended a wheel alignment and I added it to my service ticket and it was done the same day. This dealership has an excellent service staff and a clean facility. I would only recommend that their service discount promotions were automatically applied to our billing statements. I didn't expect to have a wheel alignment service done and did not have a way to apply the savings applied to my ticket before picking up the vehicle. Being retired, opportunities to save some money is an important expectation. I forwarded my request to apply the discount, but I guess it wasn't possible or too late. Overall, I would recommend them.

The whole process of buying a vehicle from this dealer was a wonderful experience. From the salesman to the finance manager, They were professional and courteous. I would recommend them to anyone that are looking for professionalism and great customer service..

Eric Carlson was an amazing Sales Rep who helped us from the start of buying process till the end. Glad we got our car via him, could not have asked better!

My wife and I had an awesome experience working with Elizabeth Hammond and the sales team at Mercedes-Benz of Chantilly. We purchased a replacement vehicle for my wife, originally visiting to test drive another vehicle but ended up purchasing a Certified GLE 350 and my wife absolutely loves it. Most impressive was the care and treatment by the team towards my mom, wife and me throughout the time there was awesome. As someone who loves quality vehicles and kind treatment towards consumers, this group has far exceeded my expectations and I highly recommend anyone looking for a quality vehicle sold by a quality team to visit this location and ask for Elizabeth! It's been a few weeks and still impressed and certainly will be purchasing again at our next purchase. Regards, Alton C

I just have the first service on my new Mercedes, and everything went flawlessly. Was in and out in a timely fashion. Staff was very friendly, can’t ask for anything more.

The simplest, quickest transaction I have ever made. Great communication and very friendly employees. Thank you!