Mercedes-Benz of San Francisco

You may have a good experience here or you may have an experience like mine (and other reviewers). I’ll let you decide whether it is worth the risk or not.
I went in for a tire change. The dealership contacted me saying that my TPMS valves were broken on the right side of the car. They quoted me $ 244/​piece plus labor to replace them. This sounded expensive to me so I called several other dealers after receiving the exact part number from MB San Francisco. My old dealer (I recently moved) and the dealer in Oakland (a few short miles away) quoted me $ 192/​piece but said wholesale was $ 154/​piece. Oakland quoted me a total of $ 300 for replacement including labor as opposed to San Francisco’s quote of $ 577 with labor. Yes, Oakland’s quote was very low given the prices of components they provided but there is still a lot of room between $ 300 and $ 577 for a reasonable service quote. I asked my service advisor, Ray, about the price differences. He made a big deal of going to talk to his parts manager and came back with the matched «wholesale» price of $ 192 and told me how great of a deal this was. This was not wholesale and was not some fantastic deal, this was the regular price of other dealers. There was also a light implication that the «car was on the rack with the tires off, this has to be done before it can be driven.» We finally agreed on a price and they completed the work, a day late but I’ll cut them slack here since Ray and I agreed to the fix late in the day. The point here is that they lied directly to me, even after I had multiple data points from other dealers about the actual prices of the TPMS valves for my car.
Additionally, MB San Francisco did a multi point inspection while my car was in for new tires. I was told there was an oil seepage in the crankcase ventilation system. After much discussion, they recommended that I monitor the situation and come back in once it was leaking more consistently to get it replaced. I thought this was strange since I’ve never had issues with oil levels (check the dipstick myself fairly often) or leaks or burning smells.
When I picked up the car and drove it home, I smelled burning. I didn’t see anything when I popped the hood when I got home. I hoped that it was simply something the mechanic spilled and was burning off. The next day I was driving out of town for a long weekend and noticed a heavy burning smell and smoke coming from the engine compartment. I immediately exited the freeway, popped the hood, and saw oil leaking and burning off. After speaking with Ray at MB San Francisco, he recommended I get towed in (at my expense) and get it fixed. Something didn’t look right when looking under the hood, I grabbed the oil cap and realized it was loose. I tightened it and drove to Mercedes of Oakland since I was very close (less than a mile away). MB Oakland immediately confirmed there was no leak, the oil was from the oil cap being loose. They subsequently power washed the engine compartment to clear the excess oil and topped off my oil, complimentary.
I cannot be sure if MB San Francisco intentionally left my oil cap loose, after telling me to watch for an oil leak, in the hopes that I would bring it back in to them for service. A service that they could charge me hundreds of dollars for and simply tighten the oil cap and clean the car off. It is a possibility it was simply incompetence from a trained professional who has tightened hundreds of oil caps in their career. Either way, is this a dealership you want servicing your car? Intentional malice or incompetence. Also, I can’t figure out why in the world they would have needed to unscrew the oil cap during a tire change/​multi point inspection anyway when the oil level was fine and the dipstick showed that.
I am a «car guy» and take perfect care of my car inside and out. I am not a mechanical expert but know enough to see through a farce. The treatment I received at Mercedes Benz of San Francisco is completely unacceptable. Not only did this dealership lie directly to me, even when questioned, they endangered my car (either intentionally or through incompetence, it really doesn’t matter). I will not return here because they have lost all trust.
The good news from all of this, I have found my local dealer in Mercedes Benz of Oakland. They were happy to help me, were quick, and went above and beyond for a guy that didn’t have an appointment on a Friday night when everyone was packing up to go home. I would highly recommend MB Oakland and will be back, however, I will not step foot in MB San Francisco again.

Props to Frank Lemus and the MB service team for taking care of my car during a crucial time. After given the run arounds and high quotes from other dealerships and mechanic shops, Frank was able to point out the problem and what was exactly needed to have my car fixed by MB and up and running in a few days with out all the un warranted fixtures that other mechanics try to nail me on.
Frank also made it convenient for me to get from point A to point B via MB shuttle or w a paid ride service. Which was great customer service. kudos.
I understand that the mechanic business is commission based and that mechanics will try to up sale to people who has no expertise in the auto zone.
ThankFul to have a service guy that i can trust with my 40k$ MB to go to, and have him be straight with me.
That being said, as long as he’s my service guy i look forward to buying more MB in the future.

I would not recommend this Mercedes Dealer Service Department at all. We brought our MB E55 due to a knocking noise in the driver side front end. They replaced torque strut and hydro mount. Unfortunately, that was not the problem, the noise or the knocking still present. Meanwhile, we are down by$ 1105.89. Brought the car back to the dealership, the service advisor wanted me to wait a week before I can get an appointment due to holiday and they are busy. The attitude I was given was too bad, we’re busy, you have to wait. Too bad as well, I wasn’t leaving that dealership without getting an appointment. Especially, they are the once who screwed up. We paid top dollar for service and we expect a good result not a sloppy work. Fast forward, the Mercedes Service Manager, Armin Zipperle, told us that the only option left was to replaced the AIr Strut and it will cost us another $ 1,600. For some reason, we felt that the MB service department was taking us for a ride, so we decided to take the car to Junipero Serra Porsche and Mercedes repair shop in Daly City and instructed them to replaced the Left front Air Strut as suggested by Mr. Zipperle, Mercedes Service Manager. To our surprised, replacing the front left Air Strut did not fixed the problem. Again, misdiagnosed by Mercedes Service Department that would have cost us $ 1,600, instead, cost us $ 800 from Junipero Serra Porsche and Mercedes. But still, we didn’t have to replaced the Air Strut at all. Beyond upset, we instructed Junipero Serra to thoroughly diagnosed the problem. They found out that the part that was broken was the SWAY BAR. SWAY BAR replaced, cost me $ 591 parts and labor. Really disappointed with the MB Service Department, for a high tech auto company and you cannot diagnose a simple SWAY BAR problem.
Please put yourself in our situation, being lied upon, taken for a ride, insulting our intelligence, how would you feel?

I have to bring my newly purchased mb here to have a small defect repaired. Rick, the service advisor who took care of me was very professional and extremely nice. He was on top of things, gave me constant updates on my vehicle status.
Alan Cheung also kept in touch with me after my purchase, made sure I was happy with the car. Fernando, who delivered the car to me was also very nice. Overall, a great experience with MBSF.

Where do I begin? My mercedes key fob broke and stopped working so I had to call a bunch of locksmiths to see if it would work from one from eBay and they said NO. Next thing is I had to go to Mercedes dealership in Belmont to get one new since that’s the only way of doing it. Which is fine. But, they quoted me $ 320 in person. Then I called the next day to get one because I decided I had to, so I called to make appointment and she told me that she has to keep the car for 2 days and $ 450. Wooow!!! I called this dealership right away to see the difference and they quoted me $ 310 with key and $ 259 without. I went there within 20 minutes. JARRAD S. is the man!!! He not only helped me not get ripped off but he gave me a discount, not to mention save over $ 200 from that other Mercedes Dealership located in Belmont on Parkway Island. He is honestly the man!!! Thanks so much jarrad!!! Keep up the good work man. Much appreciated. Please folks, if you need parts from Mercedes, come here and ask for Jarrad S. He is funny too!!! Thanks Man!!!

I was honestly astonished on how the staff treats you the minute you go in but more than anything I am thankful for Bruce Wong’s service. He took very good care of me and my car, told him everything that needed to be done and without a problem he said that it would all be taken care of and I shouldn’t have to worry about anything. Instead of me having to take the shuttle he offered me a über ride wherever I wanted and that I would be reimbursed as soon as I got back. I felt like I knew I was leaving my car in good hands just by the way he communicated himself with me. Mercedes Benz you have an amazing employee, and a great staff to go with. Thanks Bruce!

really great service. i dealt with jon, and before spoke with karen tor scheduling. they were courteous and even paid for my über to work when i had to leave my car at the shop. I had to get a new key, which was pricey but that is to be expected. Thanks for the stellar service!

Buying a car here — went well. we didn’t haggle price so they were courteous and friendly, what I would expect from M-​B, S.F. I was assured by the SALES MGR. who sold us our car several times during the transaction, «if you have a problem, please give me a call» We ended up having an issue and called him to tell him what the problem was. Our issue was a dead battery, (keep in mind this is for a Hybrid which are expensive) being totally dead after only a month. He said he couldn’t do anything about it, and that he needed to talk to the Service Manager and would get back to me. He knew time was of the essence, being it had to be towed somewhere for service and my wife and I are both disabled and need our car to get to Dr, etc. HE (OR ANY STAFF FROM MB of SF) NEVER EVEN CALLED ME BACK! We left messages — never returned. I was foolish enough to think that a place like «Mercedes of San Francisco» would be classy enough to be above this kind of thing — FYI Car Buyers: Don’t make the same mistake!

Kudos to Leroy BergesI have a CL550 08’and they have worked on my car since I bought it new. From 08′ on they have always treated me with respect and always have done everything possible to help me. I’m still treated like a ViP even though my car isn’t brand new. Leroy Berges, service operations director has introduced a savings program that saves me big bucks on every visit on everything for my CL. Leroy is top notch, such professionalism and efficiency. Frank Lemus, service manager is a blessing in the service department. I recommend this shop and these Gentlemen for your Mercedes Service needs.

I am very disappointed with my experience here after having only had my certified pre-​owned car for a little over a year. One of the first things I came to this service center for when I first got my car was that my sunroof got stuck. I brought it in and they fixed it and it was covered by my warranty. A year later, just a couple of weeks after my base warranty expired and I was into my new one, I brought my car in because I had the same issue of my sunroof being stuck again. At this point, they told me that it would cost me a couple of thousand dollars to fix this time because it was a different part. I told them that as a consumer, I don’t care about parts but that it was the same exact issue and that I shouldn’t have to expect my sunroof to break every year esp since I only have about 30K miles on my car. They said I still had to pay even though I said that maybe the sunroof was probably defective the first time around or maybe something wasn’t done right the first time. My experience ended with me just taking my car back and now I still have a broken sunroof that seemed to not have been fixed right the first time around. I am not paying a couple thousand dollars for something I barely use in a cold city when my car is still new. The customer service is lacking… It took them over 3 weeks to finally conclude that I owed them money on a broken sunroof that obviously wasn’t broken because of me.

I brought my Mercedes SL500 in for service and when I picked up the car after a weekend, there was too much mileage added. I complained to the service manager, Armine Zipperle, and he told me to «get out» of his office and didn’t listen to my story. I will never buy another Mercedes, and I will never allow my two daughters and son to buy a Mercedes.
Lost 4 customers for life.

MERCEDES has scammed me for the last time. I strongly advise you to never user Mercedes Benz of San Francisco or buy a Mercedes Benz. I have had multiple ones and they completely scam you on service. I have a CLS 63 amg and it has less than 10,000 miles on it. It is under warranty and I bought wheel and tire insurance. I drove the car normally and they are trying to charge me $ 3000 despite this fact on a $ 125,000.
Lost customer for life.

**This review is for my experience before my advisor left. **
It’s my second time servicing at this dealer for warranty repairs. I was very happy to have met my new advisor Martin Sanchez. Martin is very friendly, courteous and genuine — which we do not see from a lot of advisors today.
I had the best service experience and customer service from Martin, since switching from a Lexus (we know how well they take care of us!) — Martin was also from Lexus, which is why his customer service is beyond astounding.
Unfortunately, I discovered today he is no longer here, I really want to recommend others to him. But other than that, the facility is OKAY… nothing special, doesn’t feel like Mercedes operated. Just be sure to be very specific with your concerns to avoid any headaches.

This is the only place I will go to get my car serviced. I had bought a pre-​owned Mercedes from another dealership.
Less than 30 days after I bought it I was having problems with it. I made an appointment with MBSF because I did not trust the original dealership that I had bought it from.
My service advisor, SiSi, was awesome. She explained to me what was wrong with my car. She worked with the warranty providers and got everything taken care of.
She was so nice and so professional.
I was so stressed when I brought the car in. She was patient, listened and helped me solve my problem.
I will only go here to get my car serviced and when I am ready for a new car, I will only buy it from them.
OUTSTANDING.

I have leased five cars from Liz Boeder of Mercedes-​Benz of San Francisco over the past eight years. I have found her to be the gold standard of auto sales! Her knowledge of the products offered by Mercedes is second to none. Her desire to help her customers is genuine. I think that Liz would rather not sell you a car if she felt it wasn’t right for you. I have bought and leased a lot of cars during my life and I have never had a better purchasing experience with a dealership and sales associate anywhere. You will get the same level of service from Liz whether you are buying the cheapest MBZ or the most expensive AMG available.
If I could rate her six stars I would.

I wanted to write a note regarding my experience of purchasing my 2010 R class with Addie Kwan. I searched the internet for the best deal which had the options I wanted. When I found the vehicle, I came in to look at it and your employee, Addie Kwan showed me the vehicle and answered any questions I had. I felt very comfortable and completely relaxed. When I test drove the car with Addie, it was effortless and hassle free. She made the entire experience of purchasing my R class, along with trading in my car, effortless. I felt no car sales pressure which I completely despise. Addie explained all the gadgets that came with the car and is very accessible even after we brought the car home. Thanks again Addie for your efforts and the great vehicle.

Felipe A. is the best service tech around. I have been driving only Mercedes for the past 10 years and have visited many shops and mechanics during that time. I’m extremely picky with where I take my cars, and am always leveraging cost as well. Sfmbz will end up costing you the same in the end, so save yourself the time searching, and take your car where it’s meant to be maintained. Thanks Felipe!!!

Just realized I never did an update… better late than never, especially if this saves even one person for having to deal with MB of SF.
After leaving MB of SF with a limping car, I took it to RAB in Marin. After much diligent diagnosis it turned out that the fuel injector system had rust probably from dirty fuel. MB corporate was distressingly unhelpful and evasive, and the bottom line is that it was a $ 19K repair job to replace the entire fuel system, not covered under warranty. I probably could have had it done in a different way that would have been cheaper, but my fantastic car insurance company covered it so I had RAB do the work (they were incredible, by the way, doing great work in a bad situation).
Who really knows, but continuing to drive the car with repeat check engine light warnings and loss of power, as MB of SF suggested, certainly didn’t help matters and may have indeed made it worse. And regardless it is such an utterly incompetent and negligent response that it is stunning to me they are in business.
I guess they continue to bank on the fact that they are the only dealer in town. But I cannot more strongly recommend you find another place for service. Either RAB in Marin or an independent (Randy at Octane is great). MB of SF not only didn’t fix my car, they in all likelihood made it worse.
Oh, and they never ever responded to my service feedback or voice messages to let them know of their error. That should tell you all you need to know right there.
I love my car when it runs, and it really is the best car for our needs, but I remain ambivalent about owning and/​or buying another MB. Between the pathetic corporate MB response to my unusual and hugely expensive problem when the car was new, and the lack of competent dealer service in SF, the hassle factor is pretty high for owning a MB in SF.
If you must have a MB, I suggest you make sure you either have the time to get your car to RAB in Marin for service and/​or are willing to use an independent.

I’ve been a customer of Mercedes Benz of SF since February of last year. I’ve had nothing but extraordinary service from everyone there.
There has been one particular person who has been very helpful since I even thought of trading in my BMW that I had last year.
His name is Dave Hamby, he helped guide me to a very patient sales person. Dave always takes care of me when I need to bring my car in for a service. He’s also very attentive and always makes sure I’m satisfied with my exceptional service.
Dave definitely gets the job done and communicates with you and keeps you updated.
I’m happy to know that I’m good hands and so is my Mercedes with Dave Hamby the shop foreman, you won’t be disappointed with his exceptional service!
TEAM HAMBY!!!

First of all, I prefer this location to another, fancy one :)
There’s always someone to greet you when you pull up. Stuff is very friendly.
Facility is always sparkling clean, and you can watch the technicians service your Benz.
The waiting area is modern & comfortable, with free Wi-​Fi, business desks, good coffee and a large TV.
But this is a review for Edison Shaw.
Edison is an excellent service advisor: professional, courteous, knowledgeable and most importantly prompt and honest. He cares!
And another big plus, he give you his cell phone if you need him ASAP and he always return calls/​text messages!
Thank you, Edison VERY much.