Recent Reviews from Mercedes-Benz of Houston North

I thought this was a great dealership because they would mention stuff we never knew about from any other dealership or info on their cars. But when it comes to Finance and you purchased the vehicle plus other stuff they offered, and then you want to cancel because you refinanced right after and got the same services cheaper, they try to avoid your calls and never call back. The only time I got to speak to Mr Castañeda he was being all nice and friendly until I mentioned the cancellation, so that’s when he sounded like he has no interest in speaking to me and like he wanted to hang up ASAP, so after that now that I’m ready to cancel, he won’t answer my calls for the past days or return my calls after leaving several voice mails and notes with their front office assistants.... Btw WORST People in FINANCE and front office included since they don’t answer my calls at all anymore unless I call on private Update: it’s been almost a month and still haven’t gotten the finance guy to even start what I’ve been trying to cancel. Now he’s coming up with excuses that I need a letter of proof and blaming me and telling me that we have talked about this before, when we haven’t. I know he’s playing dumb to waste time Update from yesterday: I called thousands of time directly to Frank and never bothered to answer or give a call back until the last try since my husband had to call him too, but it was not a very nice conversation since he was being all rude like he didn’t even care and kept telling me and denying everything I said, “ saying he has not received anything, when I was told he has received the fax I sent” how would I have guessed if he did or not if he just says we spoke about this when we haven’t since he never called back or replied to my msgs. This person does not deserve to even have a job here, it makes everyone look bad and have bad customer service because of him smh. Last update: Frank Castañeda has all the paperwork needed so I called him and no answer, so I txt him and no answer. So instead he txt my husband when he was told not to since we gave my number as primary, so I called the dealership so he answered because he didn’t know it was me. So obviously he’s been ignoring my calls and msgs so I tried to explain to him something and he completely ignored me and literally hung up on me while I was speaking. Before all this he begged my husband to take off the review instead of contacting me once again. So as y’all can see this person all he cares about is money and business not customers and their concerns

Nayelly Jimenez Apr 11, 2019

update: Adjusted back to 4 stars @ 1/21/2019. 12/26/18, Car's picked up by an assistant from dealership, I took him on a test drive and reproduced the noise. 1/19/19, I was told the car was ready and I visited the dealership to get it back. I was told this time they found the dash panel was not secured with a bolt or screw, very likely this issue was there at initial delivery. Today is the 3rd day after the fix and the noise does go away. Satisfied with this car's fix. Will check the other car's long existing "knocking issue" later and adjust the review accordingly. -------- After 4 years, I come back to adjust it to 3 stars due to the service. We encountered quite a few unexpected issues even though paid much more for the products and services, which is not satisfying, compared with other non-luxury brands. One car since 2015, wheels off balance at purchase, had them balanced at dealer twice or 3 times within a month, no improvement, then went to discount tire for the service, no issues after that. grill panel noise after few month, solved by dealer, then front dash panel noise for quite a few years, original rear tires(different from front tires) blew up one by one in one and a half year, replaced in discount tires and have no incidents after. nov 2018 when I went for a service, was told battery need to be replaced. I never run short trips, always more than 40min, and garage kept. This was beyond my expectation, when I raised my concern the rep became impatient, rude and unhappy, it seems that we need to make sure he is happy by all means. Then he just left me alone for quite a while until I decided to file a complaint. Thus when promising to finish the job within 2-3 hours, kept me there almost 5 hours skipping the lunch. I wanted to file a complaint and the manager Erick who took care of the complaint was quite rude, holding an assumption that the customers want something free from making complaints while they just want their frustration heard. Finally the noise issue was solve by placing enough felt down the dash panel, and they only put a small patch previously. When I was about to leave the engine light lit -- right after they did some engine flush work that they recommend. That is, I paid $480 to get the engine in questionable status, then they took the car back to the garage and turn out they didn't remove the flushing chemical from the engine after the work. another car, a diesel engine, whenever you step on the brake, after a second or two, you might hear and feel a slight knock at the rear of the car. talked to the rep in 2014 and had it checked, they just said they can not feel it, even when I was on the car with the rep(who's name is Carlos), and up to today, the 'knock' is still there hassling us. once in 2017, we dropped the car for service and was told it's finished and we can pick up the car later that day. We drove there and it turned out that they just made a mistake, it was not finished and we just spent 1 and a half hour on the road in vain.... I can't finish all the story coz now I am tired writing and let me stop here. In short, they are not very professional and just look like they care about customers a lot(when there's no actual work required). anything happens, they could be really rude to avoid their responsibilities. Each time though there're issues this and that they asked us to give a 10 in the survey, coz their motto is 'perfect or nothing', we did so. This time, after filing a complaint to the dealer's department manager, you know what, the survey never comes.

Philip Xu Jan 21, 2019

I was called the last week of December 2018 for a “complimentary” 10k car check and scheduled my appointment for Jan. 12 at 10:40 am. Four people were listening to that conversation (the representative was on speaker). I arrived for the appointment with the Service people only to learn, 1 hour later, that my “complimentary” car check would cost around $430. I declined paying that amount, explaining that the phone call given to me stated that the car check was complimentary. My car keys were immediately returned to me and my car was parked to a side. I asked to speak to someone who could explain why an MB Houston North representative is giving incorrect information to customers over the phone -I could have gone to another MB dealership or mechanic closer to my house if I had to pay, it’s all the same. Half an hour later, I was explained by a representative named Jason that I hadn’t purchased the service while purchasing my car, so it could have never been complimentary, and that I was “confused” and misinterpreted what the representative told me over the phone (we have four people who witnessed the phone call and can confirm the words of the representative). I asked the service representative, Jason, to please confirm that I came all the way to MB Houston North for no reason, that I had wasted my entire morning, and that absolutely nothing could be done about it. He confirmed and insisted that the system indicated that I hadn’t purchased the service checks beforehand, and that I was “confused” regarding my interpretation of the phone call. I told him that I was highly disappointed on the customer service provided by the dealership, and that this was the last time I was ever setting foot into the dealership -he just said he was sorry to hear that, completely indifferent to what I was saying or explaining regarding the initial phone call. This dealership is a customer service nightmare. I bought a MB thinking not only about the car, but the customer service that should come with it -MB Houston North makes you wish you had gone anywhere else to purchase your MB. With them (and their extremely unprofessional and poor customer service), MB doesn’t feel like a luxury brand at all -better go somewhere else, they will completely ruin your experience.

Guillermina Kyburg Jan 12, 2019

Mercedes Benz North has to be one of the worst dealerships out of all of the Houston locations. From the time that my husband and I came in Nov 2013 to inquire about purchasing a vehicle from here we were treated bad. No one greeted us, asked if we needed any help, or anything. We actually had to find a salesman to assist us. I was interested in the CLA250 & wanted assistance with customizing one. The gentleman was very rude and hurriedly rushed through the process of how I would go about doing so. I placed the order for my vehicle and paid the money to have them to get started because I wanted the car February 2014 for my 30th birthday. We continuously called to check on the status of my order and were told that the vehicle was in production as of late December. By mid January we began to worry due to us not hearing from anyone. We decided to go in and speak with the gentleman that originally assisted us. He then informed us that there was no way we could get the vehicle by February. I was extremely disappointed but decided I would just purchase a new vehicle that was already there and included the features that I wanted. The gentleman there seemed extremely irritated, he was not helpful, and ultimately we left and ended up purchasing our vehicle from the Mercedes Benz Sugarland location (30 miles away). Fast forward to present day every time that I've needed service I've taken my vehicle into either Mercedes Benz North or the Woodlands location. The 2 locations are like night and day. The Woodlands provides exceptional service but the North location is kind of hit or miss. My last straw that caused me to write this long drawn out review was my most recent experience Oct 2017. I took my vehicle in to be checked out due to a few issues I was having and was assigned a sweet and amazingly helpful representative (Natalie) she was very informative and went out of her way to communicate with me concerning my service needs. After she sent over an estimate I talked things over with my husband and he was able to find service through another company for a much cheaper rate. So I called in to inform them that I would not like to get my repairs done thru them I would like to pick up my vehicle. Well unfortunately Natalie was not in. So I had to speak with someone else. The gentleman was very pushy and persistent about me getting the repairs done there even after I declined several times. He even made me hang up and attempt to call my husband to find out which estimates he had for the other repair shop (mind you my husband was at work) I called back to tell him that I could not reach him and that I wanted to come get my vehicle. He then became rude and told me that if I was coming soon it was not going to receive the complimentary wash that is normally done when bringing your car in for service. I told boo I would wait to have it done and he hung up. When I got there an hour later my car was filthy. The guy said it was because they parked it under a tree. Also I had no help with switching from the loaner to my vehicle. *I had my 6 month old with me and my 76yr old grandmother* There were 4 gentleman standing there watching me as I struggled to carry the car seat, base, stroller, diaper bag, my purse and assist my grandmother with getting to the other vehicle. The guy sprayed some type of car cleaner on a towel and attempted to wipe off the thick black dirt off of my white car. I then asked could it possibly be at least just rinsed off. He hurriedly took it to be done and came back with the car as if I irritated him by asking for that to be done. I said all of that to say this. They have made my experience absolutely horrible. I'm tempted to trade my car in and go with another make and model. My husband drives a BMW & he has never been treated this way. I would advise anyone not to ever purchase or receive services from this location. They are uncaring, unhelpful, inconsiderate and somewhat seemingly prejudice. And it's a shame that with the fine merchandise they are trusted to sale and provide service for they don't feel the need to do better and be better.

Asia Shorter Oct 24, 2017

I arrived to Mercedes Benz north from Beaumont. I was in the market for a new Mercedes due to my CLS 550 was flooded by Harvey. I found the car I wanted. My husband and I was in the market for a certified pre-owned. We test drove the vehicle. I love the car. The salesman presented the bill of sell he added a 900.00 service charge showing labor for certifying car as a certified pre-owned vehicle. My husband and I have purchased many cars and knew this was unacceptable. We refuse to purchase this car until this was removed. They tried to justify this charge by stating some companies charge this and some don't. This is a lie. Okay we move forward and completed paperwork. Finance officer states we can get you finance at her stated rate. I informed her and presented her with a pre-approval letter from my credit union. This is Thursday night around 7:30. Although we had been there since 4:00. She becomes irate and state you should have inform someone you had been preapproved. We responded no one inquired how are going to pay for your vehicle. She then stated let me go speak with my GM. She returns stating the GM called in a favor he could get us a lower rate than 2.50. I told her no thanks we will keep the rate from our CU which was lower. She then replies you will need to come back tomorrow, but I will be in late tomorrow so someone else will need to complete your sale. We sign required forms told to return Friday morning. We arrived at 9:06 Friday morning. The dealership opened @ 9:00. The receptionist took our names. I was told to contact my bank. I called my Loan officer she ask them to send all forms. My loan officer called me & 11:12 stating she was going to lunch, but wanted us to know she had completed all information and it had been received by finance manager. The salesman saw us waiting at 11:45 and stated you guys are still here. He then cons back @ 12:15 staring the finance manager said to get this to you. We never saw her. Reminder this was with great credit and prior approval it took over six hours over a two day period. I have three schnauzer puppies I would not recommend they purchase a dog house from Mercedes Benz North. Shirley Flanagan

John Flanagan Sep 19, 2017

I went to have my Mercedes checked due to a auxiliary battery malfunction light turning on, I thought while I'm there I might as well get the oil change done. I had called the day before to bring the car in and I spoke to a woman named Gabby. I had to call twice because the first time I called the woman put me on hold for over 5 minutes so I called again. That's when I got Gabby. When I brought the Mercedes in I was in line and the porter asked who I was the person I spoke to I said Gabby and he said I will go get her he didn't come back and she never came out after 15 minutes I went in and asked for Gabby and I spoke to her and she said no one ever came to get her. Well I don't know if that's true or not because she had a bit of an attitude that I ignored because I was on a mission to get my car malfunction fixed and get an oil change which when I asked the price she said it was $765.00 I said j just need the auxiliary battery checked the oil change and also my doors don't open when locked and now the doors don't lock either. Which was one of other reasons I was bringing it in as well. This woman doesn't seem to like other women or she lacks social skills. Anyway, I was there from 10:15-3:30pm in between I couldn't find her and a very nice guy named Samir came to ask if I was Ms. Bentley, I said yes and that Gabby had left and that he would be taking care of me, he told me they checked the car and also needed new brakes which I got while I was there, he gave me an accurate time of how much longer it would be. I left came home and the doors wouldn't lock like before and it hadn't been fixed all the time I was there they hadn't addressed that. Damit said bring the car back it may just be the key battery. I went back and yes he replaced the battery and all was well. I did not like my experience there especially because of Gabby she didn't treat me like she would have treated a male customer that's my opinion or maybe she just lacks people skills. If it wasn't for Samir you would never see me back at your service center.

Lady Bentley Dec 2, 2016

Beware of Mercedes of North Houston - Biocides in their automobiles!!! These are highlights of what has happened at Mercedes of North Houston, and Mercedes Corporate. This is how we were treated after my family has purchased over five cars from Mercedes in the last several years. 2014 Mercedes GL 450 purchased almost two years ago for $80,000.00. Since then, ongoing problems with the car include warped rotors, broken strut and shock, air conditioning not working properly, leak in the engine coolant system, and a leak in the engine itself which took six weeks to fix. Largest problem - Odor being emitted from the car that cannot be fixed. One of service managers, Jason informed me that he traveled to Germany to discuss the problems with the odor in these automobiles. They had two ways to potentially try and reduce the odor, but could not eliminate it. I was told by service management that a Biocide was injected into the air conditioning system to try and reduce engine mold. When the Biocide cures, this odor is emitted (This could take up to a year). ***Note: Biocides can cause asthma and breathing difficulties!!! An excerpt from EPA: Also, the U.S. Environmental Protection Agency (EPA) does not “approve” biocides for mould remediation applications and cautions against using disinfectants and sanitizers in ventilation systems. About 6-8 months after I purchased the car, I began having breathing difficulties. I saw several physicians including internists, hematologists, oncologists, pulmonologists, etc. I even went to Mayo Clinic (one of the top hospitals in the country). I spent about a year dragging around an Oxygen tank, yet none of the doctors could attribute my breathing difficulty to anything related to my body. Nobody could explain why my Oxygen had dropped to 85%. Mercedes called us in for a meeting. My husband and I went and met with Pete (sales manager) at Mercedes of North Houston. Not five minutes after we sat down to discuss the situation, he told us that he has 20 sales people on the floor, and doesn’t have time to sit and discuss this with us. After relaying all the information to Mercedes, and Mercedes Corporate, they told us they would be willing to give us $40,000 as a trade for my automobile, and $9,500 toward the purchase of a new car ($3,000 from corporate, and $6,500 from Mercedes of North Houston). How insulting considering I spent $80,000 on the car, and a tremendous amount of money on medical bills this past year and a half. These are highlights of what has happened at Mercedes of North Houston, and Mercedes Corporate. This is how we are treated after my family has purchased over five cars from Mercedes in the last several years.

Debbie Grunfeld Sep 3, 2016

I have purchased 2 vehicles from this dealership and each experience has been second to none. My most recent experience was excellent. I went in earlier this week after having a horrible experience across the freeway at a different luxury car dealership. Trenton Hamilton did a phenomenal job helping me. As a previous owner of a GLK, he was able to tell me the differences between it and the new GLC that I was interested in. He was patient with me, and answered every question I had. As a young professional in the customer service industry, I appreciate quality service when making a big purchase like a vehicle. Trent made the car buying experience an easy one. I never felt like he was being pushy. He was genuinely interested in helping me select something that would meet my needs, and something I could afford. He was personable, easy to talk to, honest, and we quite honestly had a ton of fun while looking at the different models on the lot although it was over 100 degrees outside. During the test drive with Trent, he gave me information on the engine and how it was different than my previous GLK, gas mileage, etc. He was extremely knowledgeable and I was impressed at how he was able to answer all my questions with ease. He walked me through my options at his desk in regards to financing. He made it seem like I was talking to a friend, he made it really easy to make a decision, and never tried to persuade me to pick one car over another. Trent was interested in helping me find a vehicle that I would enjoy driving for a long time and I will remember that most. I have already referred a few people to Trent and will continue to do so as a result of my exceptional experience with him. Phyllis in finance walked me through every step of paperwork, answered all my questions, and helped me pick options for extras that she felt would benefit me and save me money over time of owning my new vehicle. Thank you so much for making this an awesome experience for me! :)

Catherine Smith Jul 9, 2016

First and foremost Chris Montoya informed me that my car was driven 20 miles without my consent to do so . His reason, it was the only way to diagnose the problem with the car. However, when I reviewed my photos taken upon drop off and pick up I found out that he provided me an erroneous mileage. My car accumulated 84 miles , meaning it was driven "84 miles" not 20 miles without my permission. This is an absolute violation of my rights as an owner of the car , customer and as a woman . I entrusted my car for service and I got violated instead. Secondly, there was no light in the dash board , and the car was driving well before I took my car for service. On my way home after I picked up the car the wheel was shaking and the brake froze and it would not engage as I was turning to the right. Above actions/ issues are definitely not acceptable. June 13, 2016 I dropped off my car CL 600 2008 for oil change, inspection sticker and Service E. Steve, one of the staff in service department gathered information from me and told me the service will take about 1&1/2 hour to 2 hrs. Since it is a long wait your shuttle drop me off at my residence. Around 1613H I called and spoke with Chris Montoya the service person handling my car and told me it is not ready not until tomorrow however, I told him Steve told me it will be ready in 2 hrs and I am on my way home in the midst of traffic so that I can pick up the car. He then said okay we can do the work on your car. I arrived at the service department at around 1700H and Chris explained the service done on my car. Inspection passed, oil change and the car is ready just the voltage on the battery at the back is low but he did not recommend to change it right now but I told him to go ahead and change it. I paid the total amount due $ 693.45 and it was close to 1900H and one of the staff went to the service area to get the car for me to take it since it is ready and while waiting Chris approached me and said " you cannot take the car something is wrong it would not accelerate and the light on the dashboard is on . He asked me if it was turning on and I responded "No otherwise I will tell you and you should have noticed it from the very beginning not after you changed the battery at the back". The car was working well , passed the inspection ready for me to pick up until I decided to have the battery changed and the problem apparently started. He refused for me to take the car that day he told me just to let them check it overnight I had no choice at that time he would not release the car to me. The following day Tuesday around 1000H I called to follow up about the condition of the car Chris told me the car is working well and the light on the dashboard is gone it did not re-appear although, I told him that my husband told me that it is important to do the Service E therefore, I told Chris to go ahead and do all the service E. I told Chris I will not be able to pick the car until either Thursday or Saturday he told me it is okay it should be ready before Thursday and I reiterate to him to take time because I want my car in excellent condition after they do all the service work. June 16, 2016 Thursday around 1038H I spoke with Chris that I will go ahead and pick up the car today he responded to me there is a problem the 4 speed sensor needs to be replaced for $ 1741 , the light still turning on even after driving the car for 20 miles. I drove myself to the dealer and spoke to Darrel Williams , director of service department outside of the facility since somebody else is occupying his office . I explained to him the problem. The car passed the inspection ready to go until when they changed the back battery all of a sudden the car would not accelerate and the light in the dash board turned on which, never turned on and I drove the car to the service department with no problem with acceleration. I drove it just like a car in good working condition. My car is well taken care of. Not informed by Chris regarding an issue with the car on Wednesday when he supposedly found out the sensor issue since I was planning to pick it up Thursday. Chris waited for me to call Thursday the day that I scheduled to pick up the car. Service E not done as agreed upon. Drove the car for 20 miles without my permission an obvious act of disrespect and abusive behavior ( actual mileage when the car left in the service department 42308 upon pick up in the service department 42392 .( 42303-42392=84 miles) the car was actually driven 84 miles without my permission . I have photo to support the mileage. I decided to take the car without doing service E, sensor replacement which did not exist prior to taking the car to your service department. Chris Montoya and Darrell Williams offered 50 % discount to replace the sensor I had to decline it for the thought that "the sensor problem really did not exist before I took the car to your service department and more problem will arise. "I lost my trust and confidence with your company. My husband and my self always ensure that this car is taken care of and not driven abusively. I left around 1532H the car was dirty full of dust, with white specks on the dash board far left on the air condition oulet driver side , service paper just thrown inside the car. Another horrifying problem I encountered when driving the car, that was not present prior to taking the car to the service department not even mentioned by any of your staff was when I turned to the right the wheels was shaking and the brake locks up it would not engage, it would not brake. What will you do if you were in my shoes? and What would you like the person and company who mistreated, and violated your rights do for you?

daniel121 Jul 4, 2016

I was very disappointed on how my wife was treated by the service department. My wife is a RN in Houston Memorial Hospital and she spends most of her time either working, church, or helping other people in Houston Community and Our Lady of Lourdes France. What happened was she took her car in for regular service and the car passed inspection. The oil was changed (as requested). When they completed these 2 task they called her that the car is ready to be picked-up. She asked them if they also changed the battery. They said no... but we can have it done before you arrive. They called her back and then told her we have a problem. You have warning light on the dash. She asked them if this was after changing the battery. They said yes. Then this problem is your fault. Maybe you shorted something when changing the battery. They denied this. They said it was already there. NO! We take excellent care of this car and it is mostly parked. We drive this care 800 miles per year. Yes, 800 mile not 8,000 miles. If the car had a warning light we would have told the service man to please check this out for us. Then, the next day while she was at work they called her again and said the car is ready and it is okay now. The $1741 of additional service will not be necessary. She said great, I will take off tomorrow just for this issue. Then the next day... it happened all over again they started claiming the car needs this expensive service. I spent $680 for oil change and battery change. Everything in this car was working excellent! No issues before taking the car to them for service. They told me they drove the car for 20 miles and this is how they found the problem. Not with the computer diagnostic... but by driving my car for 20 miles. My wife never gave them permission to drive our car for 20 miles. The car came back in worst shape then when we took it to them. The tire is making some vibration on right turn, and the brake is doing something strange. So she lost her day of work and she had to get upset with them. She was stressed and had to cancel all other activities for that day. Unfortunately for me I am out of town for volunteer work and could not be there to help her. However, that was there job. To take care of their customers who need to rely on them for professional auto service on their Mercedes Benz that they entrusted when they decided to make their purchase. I am very disappointed with Houston North MB. Terrible!

Daniel Garza Jun 17, 2016

I recently bought a new C250. The two sales guys that helped me, Jaja A. and Vernon G., were great to work with. If you are looking for a MB, definitely go talk to them! They took me on two test different test drives to get a good feel for the car and explained all the features that were available. They also provided me good recommendations on which options I should get, advising me towards options that were useful/had good value and warding me against options that weren't necessary. Since I was very specific on what I wanted in the car, they took a couple days and tirelessly searched through the MB U.S. inventory base to find the car with the features I required. When it came to talking about the price of the car, they were very straightforward and did not try to jerk/run me around. Within a few short discussions, they agreed to a great price that I put forward and pushed the deal through their management! Now when it came to the financial side, it was a whole different story. I had expected, after working with Jaja and Vernon, that this would be straightforward and accommodating. I was wrong! The girl I worked with, Stephanie T., reminded me of all the bad stories you hear about in dealing with the finance people. I had thought about purchasing an extended warranty that day, considering the cost of repairs I've heard people have had. She jumped on that and applied a huge amount of pressure for me to get their overpriced warranty by lying to me and making it sound like the cost would go up by 30% if I didn't get it that day, but telling me it was 100% refundable if I decided I didn't want it later. She then tried to make it look like an even better deal by "throwing in" 2 years of maintenance (which wasn't refundable). When she split out the itemized cost of the package though, I found out later she severely overvalued the maintenance (paid for a 3yr deal according to MB website and only got 2yr) Long story short, I cancelled the warranty and got back as much of that money as possible. I will be purchasing my warranty and maintenance packages along with looking for my service work when the warranty runs out elsewhere. Overall, that process of looking for and negotiating on a new car was AWESOME! Just be VERY wary and do your homework and more before you start into the financials of the transaction.

FirstMBOwner Mar 19, 2013

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