Mercedes-Benz of Encino

Unprofessional, Unprepared, and generally deceitful and full of xx. Totally unwilling to act in an open and honest way. I felt very uncomfortable with their style of business. Less then honest

Deliquent xxxxxxxx. They currently owe me $645 and haven't been able to cut a check in over 3 weeks. I did an online deal with Trophy which included shipping to my house. 4 days after the deal had been finalized the car still hadn't shipped. I drove 4-hours each way on a sunday to retreave the car. All I asked for was a refund on the shipping and a simple gas fee. I had to chase down confirmation of the check 4 days after I left. They hoped I would forget. They told me it would be 2-3 weeks. It's now past that deadline and still no money. I can't believe this is an actual Mercedes Benz dealership its run by a clown of a manager, Alex Karen Vanian. Where is my money Alex?

Just purchased a used car. Perfect experience! ANASTASIA was great. Alex was honest and straight forward. Highly recommend this dealership. No games or crazy sales tactics. Will definitely be back.

I visited Mercedes-Benz of Encino today for a scheduled appointment to explore some of your new EV offerings. While I had a very positive experience with the sales team, my interaction with the valet staff was extremely disappointing and ultimately overshadowed the visit. When I arrived, I waited behind another vehicle for one of the two valet attendants to acknowledge me. Once that vehicle left, I pulled into the first spot. A G-Wagon driven by a white woman then pulled up behind me. One of the older attendants bypassed my vehicle and immediately assisted her, while the second attendant continued to ignore me. After waiting awkwardly, I had to ask how the valet process worked. I was simply told to get out and leave my key in the vehicle. I was not given a ticket, nor was there any attempt to assist me or even open the door. Once inside the dealership, my experience was completely different. I was warmly greeted by the receptionist and quickly introduced to Stephan, who was patient, knowledgeable, and professional. He provided exactly the level of service I would expect from a Mercedes-Benz dealership, and I genuinely appreciated his professionalism. Unfortunately, on my way to the test drive, I noticed that my vehicle was still sitting in the first spot with the engine running and the brake light illuminated. When I returned after my appointment, the vehicle was still running, with the keys sitting in the cup holder. I asked the younger valet attendant about the keys, but he completely ignored me. I ultimately got into my vehicle and left. I was also wearing a medical boot while recovering from an injury and had to hobble in and out of my vehicle without either valet acknowledging me or offering any assistance. What made the situation even more disappointing was my subsequent conversation with a manager. Rather than apologizing or acknowledging that the experience fell short of reasonable customer service, he spent the conversation making excuses for the valet staff. He specifically told me that the valet attendants do not open doors and that there would have been no reason for him to expect them to offer that courtesy because, based on the portion of the security footage he watched, I appeared to be walking fine. That response was dismissive and completely missed the larger issue: I was repeatedly ignored, my vehicle was left running unattended, I was not provided a valet ticket, and no one made any effort to assist me despite seeing that I was wearing a medical boot. I ultimately ended the conversation and told him that I would be taking my business elsewhere. I want to be clear that Stephan and the receptionist were excellent, and I have no complaints about their service. Unfortunately, the treatment I received from the valet staff and the response from management left me questioning whether race played a role in how I was treated. The fact that a white woman arriving immediately after me was prioritized while I was repeatedly ignored was deeply troubling.

BUYERS: I WOULD STRONGLY RECOMMEND AGAINST PURCHASING A USED VEHICLE FROM MERCEDES-BENZ OF ENCINO. I spent over $50,000 on a 2018 Audi RS5 with approximately 45,000 miles from Mercedes-Benz of Encino. After only about four weeks of driving, I am now facing $11,000+ in mechanical repairs. The vehicle has been diagnosed with issues involving the head gasket, water pump, coolant pump, thermostat and associated hoses. This doesn’t even include the failed control arm bushings that have also been diagnosed. It gets worse. The vehicle also has an aftermarket exhaust that is not CARB compliant and an ECU tune, and I have now been informed that the vehicle will not pass California smog in its current configuration. This raises an extremely serious question for me: How was this vehicle legally smogged and sold to me in California in this condition? Before purchasing the RS5, I actually had to wait approximately two weeks to take delivery because I was told Mercedes-Benz of Encino was going through the vehicle, replacing numerous items, and bringing it up to the dealership’s standards before they would sell it. I was specifically given confidence that their standards for used vehicles were high. Yet approximately one month later, I’m looking at more than $11,000 in repairs on a $50,000+ vehicle. The finance experience wasn’t much better. I was pushed into purchasing an additional warranty/protection product during an extremely rushed paperwork process. The finance manager, Jeffrey Boyle, did not meaningfully explain the product, its coverage, or my warranty options. I subsequently learned that what I purchased was essentially exterior protection and provides no coverage for the mechanical failures I’m now facing. Then there’s the customer service after the sale. My salesperson, Deivis Maldonado, was readily available before I purchased the vehicle. Now that I’m dealing with major problems, my calls and multiple text messages have gone unanswered. I have also attempted to contact dealership management, including Sabin Basaula, Alex Vanian, and Dan Silverman, through calls and emails. I have received no meaningful response or resolution. For a dealership selling premium vehicles, the lack of basic communication is unacceptable. Ironically, Mercedes-Benz of Encino advertises on its own website: “We are committed to providing amazing customer experiences.” They advertise “exceptional car care and customer service with a smile!” And under “Expect Care After the Sale,” they state: “Once you’ve driven your elegant vehicle away from our dealership, know that you still have a great team behind you.” I wish my experience remotely reflected those statements. I purchased a $50,000+ vehicle, and approximately one month later I’m facing another $11,000+ in repairs, additional suspension issues, and a vehicle that I have been told cannot pass California emissions requirements in its current configuration. The most disappointing part is that I’ve given the dealership numerous opportunities to communicate with me and work toward a reasonable solution. Instead, calls and emails go unanswered. The only employees I’ve dealt with who have shown genuine professionalism and made an effort to help are Luis and David. They deserve recognition for actually treating a customer like one. As for ownership and senior management: I believe the owner should seriously reevaluate how this dealership’s used-car operation handles vehicle inspections, customer concerns, and post-sale communication. I don’t expect a used vehicle to be perfect. I do expect a dealership to stand behind what it sells, communicate when something goes seriously wrong, and make a reasonable effort to do right by its customer. Based on my experience, I would strongly caution anyone considering purchasing a used vehicle from Mercedes-Benz of Encino.

I’ve had a TERRIBLE experience with MERCEDES BENZ OF ENCINO, both Sales and Service. For over 6 months I've been trying to resolve a tire issue that started because I bought my car (May 2025), a GLC 300, believing it had run-flat tires, just like the Mercedes I previously purchased from them. I even discussed how important run-flat tires were with the finance manager, Jeff, during the purchase. Being a widow, safety is a priority and getting stuck with a flat tire alone or in the dark is a concern and situation I want to avoid. When I got my first flat tire in December 2025, I discovered the car did not have run-flat tires. Since then I've repeatedly tried to work with the dealership to resolve this misunderstanding, but they've been unwilling to listen, negotiate, or make things right. After another flat tire two days ago, I'm still getting nowhere. My sales advisor, Drew, even said I should have done my own due diligence when I bought my car. So disrespectful. The customer service has been SO bad on all levels…not returning phone calls after saying they are going to check into it and get back to me has been very disappointing. This lack of follow-up, poor communication, and refusal to help have been incredibly frustrating. Once I get this tire replaced, I will never return to Mercedes-Benz of Encino again. I DO NOT recommend this dealership for either Sales or Service. Save yourself the headache and go somewhere else.

I had a very disappointing experience with this dealership. I drove nearly two hours from Orange County after a sales manager confirmed the vehicle price, ran my credit application, and provided financing payment estimates. Before making the trip, I specifically asked whether there were any additional costs or issues with the vehicle and was told there were none. When I arrived, I discovered the vehicle had an accident history that had not been disclosed to me. Another manager later explained that the car could not be certified because of the accident history. I also found that the financing terms presented at the dealership did not match the information I had been given beforehand. I wasted several hours traveling based on incomplete and inaccurate information. I would strongly encourage anyone considering a vehicle here to obtain all pricing, vehicle history, and certification details in writing before visiting the dealership.

Very good service. Artem and Feliks were very helpful, knowledgeable and responsive. I purchased the car remotely and everything was very smooth.

We could not agree on price but response and service was great. Would consider again.

They are racist in very unethical ran my credit to the ground in told me come in said it was able to be seen the car in i never seen it even after they ran my credit in drove hour out my way. I hate being lied to in took advantage of this money hungry unprofessional business. Encino Mercedes is worst then Carmax so please don’t wasn’t your time or be fooled by where it located they find sell man from trailer park. In people they can master manipulate . I going report they to the BBB causes there has to be someone they answer to they don’t have empathic nature in ungodly behavior. Stay safe out there in it’s your hard earned money so give it to dealerships that will appreciate you in call back in responses.