Mercedes-Benz of Stevens Creek

Purchased a 2023 CPO EQE in June. Definitely not the best experience at all. Most people were nice enough, but were way overscheduled. We made an appt with Michael Peak after reaching out about a specific car to come in and test drive - after we drove 90 minutes to get to the dealer, he was busy with 2 other customers and it took 30 minutes just to get the keys to look inside the car and another 30 til he was available to test drive with us. Asked specfically about a few features such as using the phone app as a key, and were told were included, turned out not to be true, so that was disappointing. We did purchase the car we test drove, and when we arrived a few days later to pick it up, we had to do all of the paperwork again manually as their online system was not working, inconvenient but the Finance Manager did a good job of making the manual paper process as fast as possible. The real bad part of the experience and the reason for low stars is the follow up from the sales person. When we picked up the car, the carpeted floor mats, were in the back cargo area. When we arrived home we realized that they were not the mats for our car ! Went back and forth with Michael Peak, the sales guy, via email and he made many promises to get them to us, even saying he ordered now ones for us and after 6 weeks, still nothing has arrived! I've tried calling and speaking to a sales manager, but I keep getting sent to the general mailbox at the dealership and no one has responded to multiple messages. I cannot recommend that you purchase from them if you want a smooth experience .

This dealership will say anything for you to buy the car. After the purchase, they quietly renege on promises to fix items by ghosting you. We purchased a used vehicle at Mercedes-Benz of Stevens Creek, San Jose. Prior to the purchase, we noticed two hard scratches at the corner of the trunk where the paint had come completely off. The salesperson said that the dealership could repair it another day, so we agreed to buy the vehicle on the spot. Later I texted, emailed, and called and left messages to no response. Finally I went to the dealership. The sales manager said she would inquire, but didn’t think they fixed scratches like that. Later that day, I received an email saying the touch up repair had been completed.. presumably they added touch up paint on the day we took the car. Why then ask us to bring the car back if they weren’t intending to fix it properly? They never followed up on my reply to that email. Making promises they don’t intend to keep is their business practice.

This has been, without question, the worst dealership experience I have ever had. This dealership took possession of my vehicle and then kept me waiting for over a month for the remaining payment. Once they had my car, I expected the transaction to be completed professionally. Instead, I was forced to spend weeks chasing them for money they owed me. From that point forward, I became the one managing the transaction. If I didn’t reach out, I received no updates. Every time I contacted them, I was given a different explanation: * “We’re waiting for the check.” * “We’re waiting for it to print.” * “We’re waiting on a manager.” * “We’re waiting for Di.” * “We’re waiting for the lienholder.” * “We’re waiting for the title.” The excuses changed. The outcome never did. I was repeatedly promised that everything would be completed “by the end of the week” or “within a couple of business days.” Those deadlines came and went without anyone contacting me. Every single update had to be initiated by me. When I asked straightforward questions such as: * When was the lienholder last contacted? * What exactly did they tell you? * When is the title expected? …those questions were never answered. After more than a month of delays, I sent a final written notice giving the dealership one last opportunity to resolve the matter before escalating it. They ignored it. No response. No accountability. No urgency. I have retained the complete email chain and text message history documenting this entire process. It shows repeated delays, missed commitments, unanswered questions, and the amount of effort required simply to obtain payment for a vehicle that was already in their possession. The employees who handled my transaction were Kyler Fong, Di Wang, and Christopher-Alexander Pangilinan. This review reflects my personal experience with how my transaction was managed. I expected professionalism from a Mercedes-Benz dealership and AutoNation. Instead, I experienced poor communication, a lack of ownership, and an unacceptable delay in receiving money that was owed to me. If this is how they handle a transaction after they already have your vehicle, ask yourself how they’ll handle your problems once they’ve made the sale. I cannot recommend doing business with this dealership.

Excellent service, they understand your needs and support you so you can have a pleasant experience. I greatly appreciate their attention and understanding. I will definitely return and recommend them to all my friends.

Steve Kirksey and team did a fabulous job! All are very personable and do great work. The care was picked up, serviced and returned in a timely fashion. Highly recommend.

Excellent customer service. Very good attention to details. Finished servicing earlier than expected. Helpful in providing a loaner car when needed at the last minute

The level of service and support has been far above anything I have seen before. Attention to detail, follow-through, and great value. Quick, convenient, top quality. Courteous.

I had the pleasure of working with Ace at Mercedes-Benz of Stevens Creek for my recent vehicle purchase. I originally contacted him about two vehicles I was interested in, but unfortunately both had already been sold. That didn?t stop Ace from quickly helping me find another vehicle that matched my budget and criteria. Not only did he help me find the right vehicle, but he also worked out a great deal for me. Throughout the entire process, Ace was efficient, professional, respectful, and genuinely honest. He even came in on his day off to help with the delivery of my vehicle. That?s true VIP service. If you?re looking for a new car and want a great deal along with top-tier customer service, I highly recommend going to Mercedes-Benz of Stevens Creek and asking for Ace. You?ll be treated like a valued customer from start to finish.

From the time we walked into the dealership we were treated extremely well. That said we walked out with a new GLE 450e. The same is true about my experience with you service department with the exception of trying to get an appointment.

It was great working with Ace in Sales, Alex in Finance and Trevor in service department. Great crew. Ace is an awesome sales person, even after sale he was always available to answer my concerns and help me out.