Mercedes-Benz of Wilkes-Barre

Employees made it an enjoyable experience. Everyone one was helpful and the transaction went smoothly.

Shane was awesome & he's very patient.He addressed all my concerns and ensured I was comfortable with my purchase. He made me feel like my experience and preferences mattered and that it wasn't just about making a sale.He even followed up with me after to see if everything was ok and if I needed anything. I had a really great experience!

Formal Complaint: Egregious Service Issues and Assault by Service Manager Mark Paisley I am writing to file a formal and urgent complaint regarding my recent service experience at MotorWorld in Wilkes-Barre, culminating in a deeply disturbing and unacceptable incident involving Service Manager, Mark Paisley, today, June 5, 2025. As a loyal customer of MotorWorld for nearly 20 years, having purchased vehicles and consistently utilized your service department, I have unfortunately endured a long history of subpar vehicle service and exceptionally poor customer service. My recurring experiences include excessive billing, a pervasive lack of trust due to aggressive upsells, and consistently terrible customer service. A common and highly frustrating practice is being quoted an initial price for service, only for the cost to significantly increase once work commences. My current ordeal began on May 29, 2025, when I brought my vehicle in to diagnose and fix a loose wire. I was initially told the issue was found and that I could pick up the car the following day. However, I subsequently received a call stating that work could not be completed as expected. Then, as is customary with MotorWorld, the quoted price for the service was increased. The primary reason for my distress today was a call I received this morning, June 5, 2025, stating the car wouldn't start. I was quoted an additional $500+ to swap the battery. I declined this service, as a comparable battery and installation cost only $150 at PepBoys, located just a few miles away. This refusal, it seems, led directly to the shocking confrontation I experienced today. Prior to arriving at MotorWorld, I had contacted your dealership, requesting that my car be ready and the invoice emailed to me, as I was in a rush. The invoice was indeed emailed. However, upon my arrival, Mark Paisley was waiting for me in the parking lot. He immediately confronted me, demanding, "What's your problem?" I explained my frustration with the service experience, specifically the $1,500 charge for what was described as a "loose wire," which I found excessive. While I wasn't refusing to pay the existing charge, I was expressing my displeasure with the overall experience, including being told on three separate occasions that my vehicle would be ready, despite needing it for my son's driving lessons, and the recurring pattern of cost increases. Despite an earlier assurance from another MotorWorld employee that paying the invoice later was acceptable, Mr. Paisley refused to let me leave the premises without immediate payment. He stood directly in front of my vehicle, physically blocking my departure. He then approached my car, got directly in my face, and aggressively questioned "what's wrong with me" and why I was unhappy. I attempted to de-escalate the situation, having experienced negative confrontations in the past, and simply wanted to retrieve my car and pay the invoice later that evening. However, Mr. Paisley persisted, repeatedly telling me I had no reason to be upset, despite my clear distress. Feeling cornered and intimidated, I paid the bill on the spot. Following this, Mr. Paisley walked over to my car, put his arms inside my vehicle, and threw the invoice at me. I was utterly stunned and drove away shaking. My father-in-law was present during this entire ordeal and witnessed Mr. Paisley's appalling behavior. I was humiliated and feel physically assaulted by Mark Paisley. This incident is not only a gross display of unprofessionalism but also a severe breach of personal space and safety. Coupled with the persistent issues of excessive billing, lack of transparency, and poor customer service, this experience has irrevocably damaged my trust in MotorWorld.

They have a wide selection here. Not just mercedes benz. I came to look at a benz but was able to shop around everything else

I casually stopped in to browse the GLE inventory on Friday, just looking to see what was available! I met Kim and she was very pleasant and receptive! Any question asked, she answered or received the answer for me. Before I knew it, we were signing for a new car! She thoroughly went through the new car and set it up with me! 100% recommend going to see Kim if you’re in the market for a Mercedes!

Dear Peter, I just wanted to take a moment to thank you for making my car-buying experience such a pleasure. It was truly great working with you, and I appreciate your professionalism, knowledge, and dedication in helping me close the deal on my dream Mercedes. Your effort in going the extra mile—even adding bonus cash to my credit card—did not go unnoticed, and I sincerely appreciate it. You made the process smooth and enjoyable, and I couldn’t be happier with my purchase. Thanks again for everything! I’ll be sure to recommend you to anyone looking for an exceptional car-buying experience. Best, Maria Capozzelli

They do what ever it takes to make sure you leave pleased and with a Vehicle

The reason this car was purchased at Motor World was because of Kim. She listened to every question and concern and addressed them head on. You cannot ask for anything better than that, so I am very pleased with the purchasing process. Thank you, Kim!

B1 Service for my 2020 GLA250 4Motion. Some additional items and all were looked into and taken care of to my satisfaction. Service Rep, Sheryl was OUTSTANDING. Car loaner at front desk was a breeze and also pleasureable,

I have been consistently impressed with Motor World's exceptional service. Joleen's friendly approach and efforts to fulfill my loaner requests are valued. The service team has never failed to impress. Consequently, I will continue to exclusively purchase my vehicles, particularly Mercedes, from Motor World. Thank you for all you do. Have a wonderful weekend!