Mercedes-Benz of Tucson

THE ABSOLUTE WORST EXPERIENCE BUYING A CAR! I HAD PROBLEMS AND WAS ON THE SIDE OF THE ROAD 1 MILE FROM THE DEALERSHIP AND THEY DIDN'T CALL ME BACK FOR 5 HOURS! They sent me out of the dealership with a BLANK "delivery checklist" that had important information that should have been covered - like a familiarization brief, starting operation, use of controls, a familiarization drive, and introduction of personnel. I wasn't even offered a test drive! They did not show me ONE feature of the car. I recommend you go to ANY other dealership. This is my 3rd Mercedes, I'm purchasing a car for my wife for Christmas but I haven't had a car with all this new tech. I live hours out of Tucson and had already agreed on pricing & terms and signed the paperwork and had an appointment to simply drive to Tucson and pick up the car. The Salesman Eric had told me the car wouldn't be ready for about a week so I made an appointment to pick it up. He said Ivanna would be helping me. Ivanna called and told me days before my appointment that no, my GLC300 was ready now. I couldn't change my plans to leave town to go to Tucson but was annoyed with the "mistake." When I arrived at 12:30 as planned, Ivanna said she didn't expect me until later and she would have to find my car and go get it cleaned up. She was a bit hostile and on the verge of tears because apparently her father just had some health issues and her 6 year old was about to be dropped off to the dealership for her to care for at work. At this point I could tell this was NOT going to be a good experience for me. She had more important things going on than work. The Business Manager Greg had some additional paperwork and told me Brandon would be around with the car to explain features and show me how the tech worked. After waiting and waiting and not having even seen the car, I went to inquire what was the hold up? Apparently Brandon had called in sick and wasn't at work. How long would they have had me waiting? I asked who was going to find the car for me, I was done waiting. Ivanna told me all the things she could NOT do but said she could show me how to connect my phone. She said I could set up a virtual appointment with Brandon later in the week. I need to drive this thing a few hours down the road and need someone to show me the basics. The phone was immaterial! I start to google MB features and try to figure it out myself. New car break-in is important. Later, I found Eric strolling through the parking lot with a fast food bag and drink and asked him if he could help me. He said there was another lady at the dealership who could possibly help me. She showed up and gave me another string of excuses and did not show me ONE SINGLE FEATURE like the different way to shift into drive or why the screen was showing the reverse view even though I was not in reverse. NO ONE WOULD GIVE ME A BRIEFING TO SHOW THE BASICS ON HOW TO OPERATE OR DRIVE THE CAR I HAD JUST BOUGHT!!! They were NOT BUSY, there appeared to only be one other customer. So I left the dealership, furious, and suspicious that something was seriously wrong - now driving in traffic because I wasted my entire day just waiting for nothing. Well, my "lemon" started acting up, or so I thought. I pull up to the first light and the car stalls. I restart it and it happens again. (Apparently this is a gas saving feature, thank you google) Then I'm driving and the car was in second gear and wouldn't shift to a higher gear. I had to get on the freeway for over a 100 mile drive to get home. I pulled over, and called the dealership. Lucas answered and put me on hold. After a significant delay he said he talked to a salesman who referred him to the Sales Manager who would have the GM call me back. He said they had all my information and would call me later. LATER, WHEN I WAS ON THE SIDE OF THE ROAD WITH QUESTIONS ON HOW TO GET THE CAR MOVING AGAIN. After agonizingly searching on my smart phone - apparently my arm hit a small switch on the armrest that said M and the car was in manual and would not autshift (I did not even realize I touched a button on the arm rest)!! I did get a call back - 5 hours later, from John Hornback the GM. THANKS FOR NOTHING MERCEDES BENZ OF TUCSON. YOU ARE OFFICIALLY THE WORST TEAM, WITH NO ACCOUNTABILITY, AND NO PRIDE IN HELPING YOUR CUSTOMERS ENJOY THEIR NEW (SIGNIFICANT) INVESTMENTS!! YOU CERTAINLY DON'T DESERVE TO HAVE THE NAME ON YOUR BUILDING. Note to the owner: I suggest you clean house quickly. You have a pervasive negative culture of zero-accountability from your GM on down to your receptionist

Mercedes Benz of Tucson was a joy to work with. Allen Pollack and the MB team were professional, courteous and extremely efficient! I highly recommend buying a car from them.

Allen Pollack and all of the employees at Mercedes Benz of Tucson were an absolute pleasure to do business with. I highly recommend this dealership! Shannon DeModica

Jaime Leon is great to work with. I showed my interest in a particular car and applied online. He called and helped a lot in the process. We came in Mercedez of Tucson almost around closing time. In just a short time, Jaime and Jarret, the finance manager made owning a car happens!

I know all dealerships have pluses and negatives on there social media. This dealership is one of the best I have ever been in. They received a frazzled custom who had to sleep in his vehicle the the receiving lot and turned the rest of the ordeal in to a positive experience. I have been in and experienced nine MB dealers in my life, from my father first MB and our training car a 180D 1958 to today or C and M class vehicles. This has been the most compassionate and responsive MB deal I have ever experienced. Thank you Chapman group and especially MB of Tucson and all the loyal, helpful team members.

Mark helped me with my service issues and this dealership always provides GREAT service and is a wonderful place to do business! I love my Mercedes SL and our GL too, we are spoiled! We even have a Mercedes RV!

I am the owner of my first Mercedes, a 2017 550SL. I cannot say enough positive things about this dealership. The words that come to mind are fair, courteous, classy and timely. David is fabulous to deal with in the service department; conscientious, communicative and thorough. I feel wholeheartedly that he is working for ME, not just his dealership. I am confident they will serve me for the duration of my Mercedes ownership!

Aaron Perrine the Service Manager was Professional and resolved all concerns on my 2011 C300. Steve S the Assistant Service Manager, always does an excellent job when my vehicle is in for service. Thank you both so much. Kevin W

Have 2015 Sprinter that has been into your Sprinter service three times. Two weeks out on appointments and then hours waiting for appointment, all three times. Management non existent, work done very average. You’re Mercedes Benz, act like it. Left, this time, after one hour waiting and no end in sight, only inane xxxxxxxx that would insult my dogs intelligence. Will not be back.

I just had an excellent experience with having warranty work done on my motorhome. Very efficient, nice to deal with. The updates on the service sent to my email were very helpful.