Mercedes-Benz of New London

WARNING!!! I’ve driven Mercedes for decades & the New London, CT dealership sets a low for customer service, transparency, trustworthiness & professionalism. They misdiagnosed the problem with my vehicle & gave me a laundry list of items they needed to fix. When the problem was found to be something completely different & the car was totaled, they refused to release my vehicle to my insurance co until I paid them $6000! They also refused to take photos or write a report for my insurance, eventually demanding twice their hourly rate to do anything at all! They are petty. I was informed on Monday my vehicle had been totaled. I got a call from Tracy at Mercedes NL Monday, telling me she had known since the previous Friday & was charging me $160 pd storage fee for the days before I was even notified! Do you like the way Mercedes treats you with respect, offers a nice complimentary loaner car & go out of their way to create a smooth experience?? Then NEVER TRUST NL MERCEDES!! They are a detriment to the brand. I’ve just purchased a brand new Mercedes SUV & I went to a neighboring town to do so. I will never give these people another dime & I warn you not to either. They nickel and dimed me for a few thousand & threw away an opportunity to make much more from the sale of a new car. Even my insurance co said they had never dealt with a less professional or more money grubbing repair shop as New London Mercedes. They are THE WORST!!

They advertised a 2024 G550 on their website and cars.com for 168k. Went down to check it out. Window sticker said 168K. Started working with a rep to buy the vehicle and they then tried to tell me the actual price was 178k after I submitted some paperwork. Crazy, I would stay far away from this Mercedes dealer.

This is by far the worst dealership I have encountered in over 40 years of Mercedes ownership. They destroyed my car through sheer negligence, and missing gross accumulating damage despite servicing it. I don't like leaving negative reviews but I have to say that this dealership is destroying the Mercedes brand. I doubt that I will buy a Merc. again, but if I do I would certainly not entrust it to these vandals.

Service department refusing culpability for damage obviously done in their care. Car was relieved with concrete damage and yellow paint transfer that matches blocks behind the building. Was sloppily covered up with spray paint that still smelled wet when noticed.

I’ve never written a bad review but this dealership ruined my family’s thanksgiving. I even gave it some time before writing this but I haven’t heard back. First of, I was racially profiled as an exporter from the start. Me and my family wanted to buy this car as a thanksgiving gift for my mother. They took my information and said they were going to start a vetting process to make sure I don’t show up on an export list. I complied and gave all my info knowing that will be a walk in the park since I’ve owned 3 bmws, a Land Rover and a mclaren, all registered and insured. It was taking longer than usual and I know this because a friend of mine went and got one after we spoke about me getting one. His process was done in one day and the car was delivered. The sales guy lead me on saying it’s in the last stages of the process and car will be delivered the week of thanksgiving. Now he does not respond to my messages and blocked my number. Calls to his number goes through from other phone numbers. I called the dealership directly 6 different times to speak to Scott the sales manager or Gerald Windful the general manager and I could never reach them. Each and every time, a different person asked for my name and number so they can reach back to me and I never received a call back. It’s been 3-4 weeks.

I wish I can give one star , I have very awful experience with my sprinter van service, they accident my vehicle during service and denied to provide me surveillance Camara clip . Service manager Jeff and Jen Campbell acts like kid avoiding my calls put my phone on hold even I send Email's they both not responding. I bought sprinter from them regularly service with them I give them more then $45000 business. But they don't care . I thought i have right to asked them what happened to my vehicle and how it's happened. I just told them give me a surveillance camera clip when my vehicle enter to there area. So I can prove my vehicle is good when it's entered in the service but they denied because they accident my vehicle and they denied now to give me any clip. Please never go to Mercedes-Benz New London don't expect a good service after spending thousands of dollars. Customer service and employ behavior is very awful . Not recommended. I will keep posted if I get back anything from them it's already one week no one answer or contact me

Christopher Larkin was great! The whole dealership is great! Always VERY easy to deal with- but also very accommodating. Highly recommend not only the dealership - but also, Christopher Larkin, our sales associate. My husband has a very busy schedule- we did not set foot into the dealership until we came in to sign the papers. We have bought cars there previously and had no concerns about conducting the entire transaction via text and a couple of phone calls. Our experience could not have been Any better.

No pressure to buy, extremely friendly, great customer service. Was very impressed with the knowledge, assistance, and patience of this dealership. Will keep my business here!

I normally don't buy used cars from dealerships because of the cost vs buying from private seller, but they happened to have a rare car that I wanted. I sent an email after hours and Mark Carofano responded promptly the next morning. They were very reasonable in the negotiation process and never tried to gouge me at any point. They even took care of a few maintenance items before handing me the car! Mark was extremely responsive and professional. When I got there he had everything ready and gave me some Mercedes swag. At no point did I feel like I was being pressured at a typical dealership. It was a very warm and relaxing atmosphere. They had ordered pizza for the staff that day and he offered me a slice. He made it feel like it was a family business! I flew to pick up my car and had a 7 hour drive and they made it totally worth the travel. Katie the finance manager was also extremely pleasant and easy to talk to! She made the paperwork process seem, well seemless! Sometimes you see 150 reviews at all 5 stars and you think well this is probably fake but the you experience it for yourself and understand how they got these ratings. This is the first and probably last review I'll ever leave for a dealership and I'm glad it was for Mark, Katie and Mercedes of New London.

Exceptional professional service from start to finish salesman C. Larkin and sales Manager J. Winful were very polite and friendly no pressure at any time They listened to what I wanted and delivered, excellent service in the finance office as well, overall stress free and extremely pleasant buying experience for this first time MB owner