Mercedes-Benz of Tucson

I traded my 2014 ML350 and bought a 2024 GLE 350. Service and sales were exceptional Brandon Gates really impressed us with his knowledge of the new software and controls. He provided very personalized service and we have reached out to him a few times since and got quick results. I highly recommend Chapman Mercedes on Grant in Tucson particularly Brandon at Sales and Lucky Luechtefeld as service representative.

My Experience with Mercedes Benz of Tucson I recently purchased a new vehicle from Mercedes Benz of Tucson. Unfortunately, my experience was far from satisfactory. The salesperson lacked adequate knowledge about the product, which became evident during the delivery process as he was unable to explain essential features of the car. Several months later, my car was broken into at the Home Depot located at 7677 E Broadway Blvd, Tucson, AZ, around 3:30 PM. Although the perpetrator left empty-handed, the driver's side window was shattered, leaving glass scattered throughout the interior. While waiting for the police, I contacted Mercedes Benz of Tucson to inquire about dropping off my car and obtaining a loaner vehicle to handle insurance matters and arrange for a rental car. The service advisor consulted with the service manager, who ultimately denied my request. When I brought the car to the dealership the following day and explained the situation to the service advisor, she informed me that they do not handle insurance claims and that customers must pay out-of-pocket. I reluctantly agreed to this arrangement, resulting in me paying more than the insurance estimate. A few days later, the dealership replaced the driver's window but failed to clean the interior of the door. Consequently, glass fragments rattled whenever I closed the door or drove over rough terrain. Several weeks later, when they replaced additional parts damaged during the break-in (such as the steering wheel), they finally removed the remaining glass shards. However, in the process, they damaged the trim strip on the driver's door. Although the service advisor initially denied responsibility, she eventually acknowledged the damage and ordered replacement parts. Simultaneously, an A service was performed on the vehicle. Upon picking up my car and driving it home, I noticed a strong smell of hot oil emanating from the engine compartment. Upon inspection, I discovered an oil spill over the engine. Weeks later, the service advisor informed me via email that the new steering wheel had arrived and asked to schedule an appointment. I explained that I was out of town and would call upon my return. She responded by saying she would contact the insurance company due to my delayed response, which seemed inappropriate. Upon returning to the shop for the steering wheel replacement and trim strip repair, I discovered that the cruise control switch on the new steering wheel was not functioning. After leaving a message for the service advisor and receiving no response, I sent an email. She replied to the next day, claiming that the technician had checked everything. Nonetheless, the car had to return to the shop once more. I also discussed these issues with the service manager, but the conversation proved fruitless. I am convinced that my vehicle did not receive attention from a trained technician, nor was there any quality control involved in the repairs. In summary, my experience with Mercedes Benz of Tucson was highly unsatisfactory, marked by inadequate product knowledge, poor service, and subpar repair quality.

Review:Our experience with Mercedes of Tucson has regrettably led us to consider legal action due to their failure to communicate effectively and honor their commitments. Despite our efforts to maintain patience and resolve issues amicably, the dealership's handling of our car purchase has been deeply disappointing. Here's a summary of key events that have transpired:Nov 17: Did not receive the initial paperwork; requested it be resent.Nov 22: Received paperwork while away for Thanksgiving.Nov 28: Submitted my ID and business documents to switch to business terms.Early Dec: Follow-up inquiries were met with excuses related to Doug's health, leading to no progress.Mid-Dec: Despite assurances from Doug, we received no substantial updates.Late Dec: Continued to pursue the deal, only to be met with promises of a refund due to communication issues.Jan 20: After expressing dissatisfaction, faced vague responses regarding the car's availability and another unfulfilled refund promise.Feb 28 & Mar 9: Repeated assurances from Doug led nowhere, culminating in his admission of the dealership's reluctance to sell us the car and promises of a refund that have not been honored.Late Mar: In response to threats of consumer protection action, Doug made another promise that was not kept.The situation took a definitive turn in late March when Doug finally informed us of the dealership's refusal to refund the deposit for the car. This refusal, coupled with the dealership's earlier reluctance to complete the sale, has left us with no recourse but to seek legal action. We have recorded conversations with Doug acknowledging the dealership's refusal to sell the car and issues surrounding our deposit, along with a series of text messages documenting our repeated attempts to resolve the matter, which will serve as critical evidence.The decision to pursue legal avenues against Mercedes of Tucson is not one we take lightly. It comes after enduring months of frustration, broken promises, and a lack of accountability from a dealership associated with a brand we once respected. This review serves as a caution to potential customers and underscores the importance of transparency, communication, and respect in customer service—qualities that were notably absent in our dealings with Mercedes of Tucson.

Sales Manager Jeff Mock is a dishonest fraud. He has been documented engaging in deceptive and dishonest trade practices. Knowingly lying and advertising fraudulent retail values on cars to con people in buying a car is a crime. He’s under FTC investigation for consumer fraud.

Lazy, incompetent, dishonest and arrogant. MB of Tucson likes to play games. Jeff Mock and staff are condescending and dismissive. Unknowledgeable and cannot answer very simple questions about the cars. Don’t listen to what you want. A insult to MB dealers. A 💩 show for sure. Find a real dealer who knows the car business, I did.

Kind, professional and excellent service. Brandon Gates was more than helpful. I will return for any future purchases.

Fantastic service.... A special thank you to Shawn for speedy, and excellent service... Also a shoutout to the service dept. who washed my well traveled MZB...

Just purchased my 4th car from MB tucson . Always a pleasurable experience. I’ve also serviced all my cars there with equally outstanding customer and car service.

Kayla Diaz who was my service advisor was great. I had a late afternoon appointment for an “A service“ and it was completed within slightly more than an hour and the car was washed and ready in an hour and a half. Everything was done very professionally. My only complaint and it is one that I have seen echoed in other reviews of this dealership is the 2.75% credit card fee. I had been forewarned about it, but it is still something highly objectionable from a Mercedes dealership. As someone said in their review back in June, just bury that 2% somewhere in your costs and don’t pass it on so obnoxiously to your clientele. This fee isn’t being done at the Lexus dealer here in Tucson and shouldn’t be done by a high class dealership like Chapman Mercedes-Benz. When I first heard about the fee through a text message I called and left a message with the head of the service department and sadly never got a call back to explain It. He could at least respond to the fact that I had left a message on his answering machine. Can’t remember who that was, but I thought it was the head of service. Again the service advisor and the service itself were wonderful and five stars is for Kayla Diaz. Thank you John J.

Lucky Luechtefeld and Clarissa are great assets for Mercedes. They were both kind and professional, they made my service easy and the service department did a great job getting my car in and out. Thank you!