Mercedes-Benz of Gilbert

Dear MB of Gilbert, I purchased a MB 2018 GLS 550. I also bought an extended warranty. But, when I needed to use it, I found out that the warranty that I thought I had did not exist, even after I paid over 4k for it. I called several times and spoke with Mr. Moran, he assured me on several occasions that he would get the repair taken care of and he never did. In my frustration, I asked him to cancel the warranty and send me a refund. And I never received the refund. And my vehicle is having additional problems now, that would have been covered, if he had not deceived me with the warranty that I purchased and it did not cover what he said it would cover. He is very deceptive and a terrible uncaring finance person. Robert Sullivan (Retired Military Officer)

Deceptive Finance Manager! I Paid over 4K for an extended warrant, only to discover when I needed it. I was defrauded and the expected coverage did not exist. The Finance manager lied to me that he would take care of it for about a month. However, my problem was never resolved. The receptionist screened all calls and never allowed me to speak with upper management. I requested a refund and about two months has passed without a word nor refund. I'm a retired military office and I wa am very disappointed in the way that I was treated and the bad service I receive.

Purchased used 2020 Mercedes GLE350 from Derek Horrocks and was helpful during transaction. Took car home and after just over 300 miles I got a check engine light on with misfire. Talked to Derek and he directed me to service to have them look at car and see what's going on, expecting they would try to make it right. I had car towed into dealership and was advised it had a misfire and needed new coils and plugs at a cost of over $1400. After getting this large repair estimate I reach out to Derek to get some assistance since we had just purchased the vehicle. I was told it was as-is and they will not assist in any way with the cost of the repair. I understand used car and as-is, but I would expect better service and some kind of assistance from a large premium dealership as they are. I would have even been satisfied if they offered to complete the repairs at cost, they did nothing and was forced to have the car towed back to me as I wont do business with a dealership who cannot provide any assistance to a customer that just purchased a vehicle from them. Furthermore, when the tow truck driver went to pickup the car they were told they could not release the vehicle because there was money owed. I was never notified of any diagnostic fees, never signed a work order specifying this and the expectation set by Derek was they would take a look and go from there. Luckily, the service advisor Lori released the vehicle and no charged the diagnostic so that was appreciated but also expected since they did not advise of any charges. Beware of this dealership if you want peace of mind when buying a used vehicle from them. You go to a large dealer like this for peace of mind that you don't usually get from the small independent dealers, that is not the case with this dealership.

Purchased used 2020 Mercedes GLE350 from Derek Horrocks and was helpful during transaction. Took car home and after just over 300 miles I got a check engine light on with misfire. Talked to Derek and he directed me to service to have them look at car and see what's going on, expecting they would try to make it right. I had car towed into dealership and was advised it had a misfire and needed new coils and plugs at a cost of over $1400. After getting this large repair estimate I reach out to Derek to get some assistance since we had just purchased the vehicle. I was told it was as-is and they will not assist in any way with the cost of the repair. I understand used car and as-is, but I would expect better service and some kind of assistance from a large premium dealership as they are. I would have even been satisfied if they offered to complete the repairs at cost, they did nothing and was forced to have the car towed back to me as I wont do business with a dealership who cannot provide any assistance to a customer that just purchased a vehicle from them. Furthermore, when the tow truck driver went to pickup the car they were told they could not release the vehicle because there was money owed. I was never notified of any diagnostic fees, never signed a work order specifying this and the expectation set by Derek was they would take a look and go from there. Luckily, the service advisor Lori released the vehicle and no charged the diagnostic so that was appreciated but also expected since they did not advise of any charges. Beware of this dealership if you want peace of mind when buying a used vehicle from them. You go to a large dealer like this for peace of mind that you don't usually get from the small independent dealers, that is not the case with this dealership.

Took my C300 for routine Maint and they completed it and then they alledge there was a leak in my front axle seal which they said needed replaced. In doing the replacement and reassembly I suspect they broke the CV joint and they denied the damage. So I took possition of my C300 and took it to another shop which they told me that the CV joint was broken and the seal that they had replaced was leaking. The Shop that did the repairs said thatMercedes Benz of Gilbert should own up to it but as of yet I have emailed and tried to contact them to reinburse me for the damage. My next step is to file a compalint with the attorney generals office. They owe me 2300.00 to repair the damage Mercedes Benz of Gilbert did to my vehicle. Very disatisfied and will never go back again.

I recently purchased my third Mercedes-Benz from Mercedes-Benz of Gilbert, and once again, the experience was nothing short of exceptional. The team’s commitment to outstanding customer service has truly made me a customer for life. Specifically, I want to highlight the incredible work of Ed Franzen and Jonathan Harris, who went above and beyond to make this process seamless and enjoyable. Ed Franzen, my advisor, demonstrated unmatched professionalism and knowledge. I had issues with my second car and they handled to get me a third quickly. He took the time to understand exactly what I was looking for, guiding me through the process with patience and zero pressure. His attention to detail and follow-up after the sale to ensure my satisfaction were remarkable. Jonathan Harris, the General Sales Manager, further elevated the experience with his dedication to customer satisfaction helping me a VIP client. His leadership clearly sets the tone for the dealership’s high standards, ensuring every interaction was handled with care and efficiency. Together, Ed and Jonathan created a flawless buying experience that left me confident in my decision to return to Mercedes-Benz of Gilbert for the third time. I wholeheartedly recommend Mercedes-Benz of Gilbert to anyone looking for a luxury vehicle and a purchasing experience that exceeds expectations. Thank you, Ed and Jonathan, for your commitment to excellence—I’ll be back for my next car!

I recently purchased my third Mercedes-Benz from Mercedes-Benz of Gilbert, and once again, the experience was nothing short of exceptional. The team’s commitment to outstanding customer service has truly made me a customer for life. Specifically, I want to highlight the incredible work of Ed Franzen and Jonathan Harris, who went above and beyond to make this process seamless and enjoyable. Ed Franzen, my advisor, demonstrated unmatched professionalism and knowledge. I had issues with my second car and they handled to get me a third quickly. He took the time to understand exactly what I was looking for, guiding me through the process with patience and zero pressure. His attention to detail and follow-up after the sale to ensure my satisfaction were remarkable. Jonathan Harris, the General Sales Manager, further elevated the experience with his dedication to customer satisfaction helping me a VIP client. His leadership clearly sets the tone for the dealership’s high standards, ensuring every interaction was handled with care and efficiency. Together, Ed and Jonathan created a flawless buying experience that left me confident in my decision to return to Mercedes-Benz of Gilbert for the third time. I wholeheartedly recommend Mercedes-Benz of Gilbert to anyone looking for a luxury vehicle and a purchasing experience that exceeds expectations. Thank you, Ed and Jonathan, for your commitment to excellence—I’ll be back for my next car!

Mercedes of Gilbert had our car (a certified C43AMG) in to paint the panel above the windshield, instead of sending it to a certified or reputable paint shop, they had Dent Wizard paint it and not only was the result terrible, but they spayed black paint all over the rest of the car. The dealership has been terrible to deal with and instead of recognizing how bad this is for the customer, they have done everything they could to make this easy for themselves and so far, have not fixed the issue. Do not take your car to this dealership, for Service.

Was a very good experience.I felt Glenn and Derek were honest and did not try to pressure me like other dealers which is why I returned and bought a used car.

Purchased my first and last Mercedes GLC 300 in August of 2024. This SUV has had numerous issues and I’ve been to this dealership more than once for repairs. First visit, rude and inconsiderate service rep, so I asked for someone else to assist. Employees seem stressed to the max and on overload. The vehicle got updates which were supposedly going to fix the issues, but did not! The backup camera has not worked properly since the purchase. The slide controls on the steering wheel for the volume control work poorly and I was told there is no fix. Then, two-weeks ago I had the vehicle towed to dealership due to warning message and overheating. Could not drive it! I was not given any clear answer as to what was wrong to cause this, and was just told that there were 10-error messages on this vehicle that they updated. Again, the backup camera doesn’t acknowledge or give warning of a vehicle or person behind me backing out of a parking lot. Apparently the repair shop doesn’t know how to fix the real issues, or ant the very least replace the camera under warranty. After owning this vehicle 10-months now, I drove to another dealer and purchased a different SUV! No more inadequate service or disappointing Mercedes for me!!