Mercedes-Benz of Stevens Creek

I've scheduled the appointment with a loaner car for some leaking issue. Danny Ho was referred to my by my friend, he is very courteous, knowledgeable and professional. I am really glad that I got to meet with Danny. Drop off/pick up is super easy, and the facility has improved a lot from my last visit long time ago.

We had a very good experience with everyone in sales. The problem we had was with the service department. There was a small part, lever that releases the rear seats of the car, that was broken & we were told it could be fixed the next day. We made multiple calls to follow up and the service department never called us back. We continued to call the next day but still got no follow up. We were in a time crunch to get this done because the car was being driven out of town. We finally went in person to talk with someone. The both people we spoke with were not only rude to use but also to the sales person trying to help us. When I asked to speak with the service manager a lady named Susana said it was she and continued to be rude. She said it could take up to 4 days to do and we would need to leave the car. She was making switching out a small lever/latch in the trunk into a ridiculous feat. We did not have time for her nonsense. I went back to the from and someone stepped in and was able to get in done in less than two hours. I did not appreciate the attitude and rudeness from the service dept. Neither woman were nice or accommodating in any way. I felt bad for Mondo, our sales guy, because they were extremely & unnecessarily rude to him in front of us. I hope we have better interactions with the service dept in the future but am a little worried after this.

Was able replace the front seat clasp to bring front seat forward as both of this clasps release. chrome had cracked and peel. So when I needed to move the seat forward for one to get into the back seat, I would cut my fingers, got these both replaced and got a detail so my car looks fab

Staff is very friendly and professional. They answered my questions and were flexible when it came to getting my car. Danny has worked on my car for years, and he is very helpful.

Quick response, nice customer service , professional in maintaining and fix all the request ( no matter what’s recall and any problem of software) very soon. I like the vibe in this dealer. They treat customers like friends. Very nice.

Mercedes of Stevens Creek is a beautiful facility. But it really comes down to the people. Kamal Massoudi, Tony Spencer & John Stansberry are fabulous professionals with exceptional interpersonal skills, knowledge, and friendliness. As a customer for 36 years it is always a pleasure to work with you. Thank you, gentlemen.

The dealership is always suffering from staff shortages that lead to delays. Recently I had my car serviced. Surprisingly getting the car seen by my service rep and getting the service done was smooth and timely - they finished same day which is a first in several years now. However on pickup there was no one at the counter where pickup happens. What’s even more annoying is a couple guys were there moving something in from outside and they saw me waiting - at this ping is been waiting about 10 minutes. One of them said someone would be right there - but no one came - after about another 10 minutes I went and tracked down my service rep who apologized and went personally to get me my car . She did it right away - dropping whatever she was doing. I’ve said this before - the service rep I have is exceptional but Auto Nation needs a lot of improvement to support their people.

The process of getting a loaner was as slow as molasses. The return process was the same. My car was blocked by another vehicle and they couldn?t find the keys. Then my car was dripping wet and the kid told me to just drive it and it would blow the water off. I didn?t expect this from Mercedes. The service rep Eathan Kurtz was wonderful.

My advisor is James Duffer, he is a very nice person and is very professional. James quickly identified my car's issues and provided optimal solution for my car. Meanwhile, Mercedes provided me loaner car during my car's service, and it provide the best service to me and car as usual. I really love my experience in Mercedes Stevens Creek, thanks to all staffs. I am appreciate and will continue choose Mercedes Stevens Creek in the future.

Always a great experience with Mercedes of Stevens Creek. They are professional and responsive and do great work.