I went into MB of Catonsville to get my brakes changed, but came out with a brand new car! Brandon T reached out to me offering to my 2016 MB C300 during my service. After speaking with him I quickly got an appraisal offer that I couldn’t resist.He then quickly got me to test drive a 2021 C300 that I immediately fell in love with. He educated me on the new specs and features of the vehicle and again made me an offer that I couldn’t resist.Definitely refer all to shop at this dealership, but look for Brandon when you get there. He’ll put you in the right vehicle for you.

We purchased a GLE350 from Brian a couple of weeks ago and it was by far our best car buying experience. 1. It was all done through text and email. 2. There was no haggling back and forth - super smooth deal. 3. Financing done online - very easy. 4. Car delivered to my home within a couple of hours. We will definitely be back when it’s time for a new car. Brian took his time to show us how everything works and was an absolute pleasure to work with.

The service is amazing and second to none. Tito and the entire staff took great care of me. They always deliver my vehicle clean and have always fixed any and all issues on my multiple vehicles. It is their professionalism and commitment to great customer service that keeps my family and I continuing to come back to Catonsville.

Did a great job. We had a first thing in the AM appt, but that was just for arriving not doing the work, which was the next day. The did get the oil change correct, which us rare - most dealers overfill. Thanks for the great service.

I have visited M-B of Catonsville twice in the past three months for minor warranty issues on our 2020 GLS 450 that we also purchased from this location in July 2020 (also a five-star experience working with Tiger Robinson). In both instances, loaners were all in use, but my service advisor Andre set me up in a comfortable place to work remotely and did his best to get the vehicle through service promptly, keeping me updated of progress through until the jobs were complete. Very happy with quick service and friendly knowledgeable staff. Would definitely recommend M-B of Catonsville for both sales and service.

Ordinary service at best. There are no hellos or good mornings. Hell I spent $ and wasn’t even told thank you for choosing Catonsville. It’s a gap in good customer service these days and I felt it at this location. (I’m new to Maryland and the Benz in Georgia has always had top tier service)

For starters they misspelled my name so when i arrived for service i was told i didn’t have an appointment. Second i was told i needed ignition coles a plugs.payed for the service picked my car up. Drove a mile down the road check engine light came back on. Took it to auto zone scanned the codes to see if the same code come up or a new one . Same code came up again I’m taking my Mercedes back for a tune up Tuesday. Hopefully they fix it correctly this time.

I was not happy with the service I received at Mercedes-benz of Catonsville. I felt I was taken advantage of with a high repair cost. I only needed rear brake pads replacement which took them over six hours to do and I was charged $440 dollars. WHAT!! That’s the cost of pads and rotors not pads only. I filed a consumer complaint for this dealership and I will not take my car there again nor will I recommend them to anyone else for auto service.

Our car had the front and rear right wheels damaged by a pothole. The repairs took 3 weeks to accomplish, as an insurance claim needed to be filed and payment awaited. But that is not my complaint. My dissatisfaction rests with the poor communication that existed between the dealership and us. They never returned my phone calls despite leaving my phone number and despite their message saying they would return the call. I never was able to speak to our personal representative on any attempt. She did text my wife, but not ever on the day i called, but it was i who called and left my return phone number. And this continued even after i complained. Their response admitted that they know they are not doing this well and that they are understaffed. Nevertheless, they should set a higher standard for themselves.

The Service Agent Jamie was rude and unprofessional, she spoke to me as if I didnt belong there and completely wasted 3 and half hours of my time while charging me $175 to tell me something I already knew. In addition my rear bumper came off of my car and I have been contacting them for over a week but have only been getting the run around. The manager Sam Somarriba has yet to contact me after leaving 3 messages concerning the condition of my car and my experience with the customer service I received. The director of services Robert Escobar hasnt been any help either. He too spoke to me as if I was trying to get over on them its taken them over a week to send me 2 videos equalling to up to 2 minutes showing my car coming in the shop and leaving the shop when it was in there for three hours. The video does NOT show my car being worked on or being on the lift. I have been driving around my 2004 Mercedes Benz E500 for over a week with no rear bumper. They refuse to investigate the matter or speak to the technician(s) who worked on my vehicle. I thought this situation could be resolved professionally but it seems its time to get lawyers involved. I really wish someone would just own up to it and take responsibility for their actions, whether it the technician, the person who drives the cars or the car wash guy.

Excellent customer service and great maintenance, repair, and tire service. Robert the service coordinator is friendly, professional, and most importantly great at overseeing and coordinating service to my vehicle. The communication as to the status of my repair was frequent and was performed quickly and with excellent skill and quality.The manager Sam Somarriba is also excellent, and makes you feel welcome and appreciated every time you come to the dealership. I never have to worry that all my needs will be met in a friendly and timely manner. The professionalism of the staff is the biggest reason I buy from this particular dealership and keep coming back. I would recommend it to anyone without hesitation.

They do not respond after numerous attempts to call or get information about what they were doing with Timmy vehicle. Rhonda the front desk receptionist is the only person with any real competence. She is kind and understands. The rest of the staff…doesn’t return phone calls, emails, or voicemails. I still don’t know what they did to my car. Only an invoice….they are too busy to care if they actually did any actual customer care.

The worst service department I have ever dealt with. I have a sprinter van for work, it’s how I earn my living. I had a long weekend trip planned so I had 3 work days that I could give up my van. I scheduled an appointment for service on those days. At the end of the last day I found out that they had never even touched my van and “they might get to it by the end of the week”. When I scheduled the appointment I made it clear they had 3 days to get the work done. What’s the point of scheduling service if they just work on their own schedule anyway? I will never return here or recommend them to anyone else. A true embarrassment of “customer service”

Service at Mercedes of Catonsville was superb. Between the exceptional help and training I received from the Concierge Eugene and the excellent prompt, personal and thorough assistance and information I received from service manager Andre, I felt not only taken care of but also treated with respect and courtesy as a woman which is not always the case when dealing with some vehicle professionals. This time around, I barely had to lift a finger to get some minor outstanding issues resolved that had not been completed since I bought the car pre-owned through their dealership. The Concierge Eugene personally drove to my home and spent all the time needed to help me resolve and identify some of the issues that I was experiencing as well as completing some of the tasks on my list that were not completed at time of sale such as more thorough training on how to use all the features of my car like learning how to use the self parking feature properly and even finally connecting the car to my garage opener. He also provided further information that would enable me to have a better ride and maximize the full driving experience of my Mercedes. When I first bought the car pre-owned there were a few small issues especially cosmetic that needed addressing and fixing and it was not the best experience. This time around though, once I was transferred to the Concierge, he personally helped me navigate the very busy process and helped me set up the appointments and made sure I would have a loaner car to use and it was smooth and efficient service from beginning to end. I am not only impressed by the level of service and courtesy I received from all, Im grateful for the personal help as I had been recovering from surgery. They made it hassle free and that made a big difference to me.

My service advisor during this visit was Andre. He did an amazing job explaining what my service would consist of and keeping me updated on the progress throughout. He was very professional and courteous. He smiled and assured I could reach him at any point during my service Appt. I am extremely pleased with my service this time.

Great concierge service. I had a late morning pickup and car was kept overnight. Only thing I was not pleased with is no one called to let me know they would be keeping the car overnight and I didn’t receive a call providing me a status on my requested air conditioning check-up. All other actions by the dealership were top notch.

Dealership was extremely clean. They had a cleaning lady on hand that cleaned on the spot and often. Service advisor was efficient and informative. He listened to my issues, had them checked out and confirmed. However, the dealership is very tight. Drive up to service bay is small...doesnt fit a lot of cars. Catonsville makes up for this by their efficiency. All workers did not appear to be slackers. Everyone seemed to be on their A game.

It has changed at MB of Catonsville. They used to greet you. When I pulled up into the service drop off, no one came out to my truck to greet me and take my keys. I was told to sit in the lobby and someone would call my name. I had to find my service manager after a longer than usual wait time. After waiting several hours, no one had called me to provide status update.The atmosphere is different. It’s not as pleasant and professional as it was in 2019 when I first started going to the Catonsville location.

MB in Catonsville was normally fine. It was total disastrous when I used it last time on 4 Sep. First, when I walked in saying I had an appointment, the staff at the door totally ignored me tending his paperwork. I asked someone else inside and she told me someone else will come to coordinate service with me. Second, I waited for 35 minutes and nothing happened. I asked someone else about the service. They did not know about it or where my car was. So I provided the car description. Two staffers went looking for it and found it parked somewhere in a corner in their lot 10 minutes later. Then someone finally worked with me to begin service after one hour later. The service performed was fine. Finally the coffee machine was broken. There was no beverage or snacks. Only water.

Had oil change and warranty service. I picked it up and later noticed a dent protruding outward of hood. Apparently someone closed the hood with a part or tool inside and dented the hood from the inside to outside. Spoke to service adviser and he gave me a quote to repair the damage they caused. I stated I wanted them to repair their mistake. He said he would see what his Manager would do. Crickets.Called Mr. Escobar and his phone rang 8 times. No VM?

Great people, great service. I was on a trip and tried several dealerships in the area to look at my car. With some much appreciated help I was put in contact with Andre G. Helped me above and beyond. I cannot express in mere words my thanks and love. Has become my dealership of choice when I’m in Delmarva!

This is the second time we have used Mercedes of Catonsville to service our SMART car and we’re very happy with the service we received.The pickup and delivery option is so convenient to use, and the service staff is very communicative and explains things thoroughly.Highly recommend.

My issue with the service is totally communications. Tire blowout, I towed and dropped the car at night. Next day, I didn’t receive any call from the dealership. I drove there and asked about the status. They said we will work on it. yet, during the day I didn’t receive any updates (6 hours already in). I called multiple times trying to get an update but nothing. It is absolutely unacceptable. It’s a basic request, update your customer about the car. That’s it. so they can plan accordingly.2 stars because I got my car and the tire was installed perfectly fine

The customer service was very stressful. At one point, I had to call them seven (7) times to reach someone to get a status to confirm if they were picking up my vehicle for maintenance. On two other occasions before this recent experience, I attempted to scheduled the same service. I did speak to someone and scheduled the same service, however, no one returned message or pick up my vehicle for service at all. They deserve zero stars for customer service support.

Worked with the service rep Stan-to replace fuel filter (routine maintenance) and diagnose a pulsation in the steering wheel. Successfully did the filter replacement. Tried balancing the front tires, notified me my vehicle was ready. Went in to pay and a porter brotmy Sprinter van around and thanked me for coming to Koons Mercedes. Opens the door and grease all over the foot well and acceleration/brake pedal area. Went back in to address the issue and the cashier said “Okay”. Is that acceptable? He send an associate out, Andre, who respectability cleaned the area and apologized. That night I wrote a leggy text with accompanying pictures to Stan (service rep) have never had a response to either issue. Though the “Mercedes” experience would have been better whether it is a $9,000 car or a $90,000 car.

I don’t typically review, but the customer service from beginning to end was fantastic. Picked up and dropped off by timely and courteous service valets; scheduling and confirmation was easy and friendly; and Steve took care of the issue and updated me daily. Easy and how customer service should be. Thank you!

Maintenance issue was covered by the warranty but they always find ways to get more money out of you. So, they supposedly fixed the issue, but when I got my car back a week later the issue wasnt resolved. When I took it back they charged me $500 saying it was the battery that caused all the issues.UNBELIEVABLE

Service was good. My service POC was very polite and kept me abreast of what was going on with my vehicle. He was excellent with communication. My only real negative or complaint is that I didn’t get a courtesy wash when my vehicle was finished. Other Mercedes dealerships clean your vehicle nice when it’s time to pick it up.

I have been using Mercedes-Benz Of Catonsville for approximately two years and I have always had a great experience there. Everyone has been very cordial and very friendly. I just came in recently to have some work done and my service advisor Gordon is simply the best!!! Always honest and knows his Stuff!!!! Coincidentally he has been my advisor for a few years since I got my GL five years ago. He moved to this dealership and I decided to follow him here. Overall I have had nothing but good to say about their team here at this dealership.

I didn’t have an appointment this time because my car needed an urgent repair. No problem! The staffs were friendly when I arrived.Mr Steve Moye took care of me and my car right away. Highly recommended!Thank you!

My engine light has came on multiple times, they could not find any issues, My vehicle has a shake as well . They put me in a loaner vehicle which was filthy. It’s covid19 and I feel that any loaner vehicle should be clean/sanitize/vacuum/all the above. You would think MERCEDES BENZ would be A PLUS. I will not be returning. My service advisor JACQUELINE had a attitude and wasn’t always polite.

While it took slightly longer to get to my car than anticipated, it was not an issue for me because they provided me with a free loaner. This particular Mercedes dealer is always professional and doesnt take advantage of me. I will be loyal to them. Others like one in NoVA...will never go back.

Always friendly & efficient here! They have skilled technicians that get the job done. My service advisor, Andre Gapee is awesome and always makes my experience great. Hes knowledgeable, helpful, and very descriptive with recommended service and services rendered. Thats very important!!!

Jackie was my advisor and she was great! She made sure my car was serviced in a timely manner. She was very pleasant and was able to take care of any concerns I may had.

Poor communication skills with customers. I was told that my service (an oil change) would be complete in about 2 hours. So I opted for the loaner vehicle to run a few errands. I decided to stay in the area because I do not live near the Mercedes Catonsville dealership. However, after 3 hours of none communication, I reached out for a status update but could not reach my associate. Another hour later, still no response. Then finally I received a text, not a call, saying that my vehicle would not be ready today, to come back tomorrow! I returned to the dealership to speak with the associate but she was unavailable. The problem is that I waisted 6 hours of work hours. If they knew they overbooked appointments then they should have known my vehicle wouldnt be ready and should have communicated that to the customer before allowing 6 hours to pass by.-Crystal

When making my appointment for my general A service, I had to wait a week because that’s how far out the appointments were to reserve a loaner car. I live an hour away and was told the A service would take 3-4 hours. When I arrived at 11am for my appointment, I was told there weren’t any loaner cars available. The service rep, Steve asked “didn’t someone call to let you know?” No, they did not!! Needless to say I was upset at the prospect of sitting there for 3-4 hours!! But Steve said “I will get the car in the service bay next in line and it should only take about an hour and a half.” So I said okay I would wait.At around 11:45, I get a phone call from Mercedes-Benz of Catonsville from a lady, I did not get her name, saying she was sorry that I didn’t get her text earlier regarding no loaner cars “it must have not gone through,” she said. —Yeah, right!Anyway, Steve was true to his word and had the car done within an hour and a half, which I really did appreciate and he’s the only reason I gave this rating 3 stars! Without him I would have given -1 star! Thanks Steve!

Overall, the dealership provides excellent repairs & maintenance to your vehicle. A slight improvement is needed in friendliness and in greeting customers. There are times when the customer needs to obtain attention from the dealership employees to be greeted. A Great quality vehicle should warrant Great quality customer service.

Took my GLE 350 for a recall. Instead of a few hours it took them 2 days. The loaner car was a non Mercedes product (probably purchased a used rental car) which reeked of cigarette smoke

Offers loaner cars or ride to your home or designation. Clean waiting area. Timely check-in.

I had a fairly rough day yesterday afternoon and while traveling home the dash alerted me of difference with 2 tires of incorrect pressure. Attempted placing air and still showed each tire showing different levels. I entered the Mercedes service area, spoke with Felix was absolutely amazing, very knowledgeable, patient, with over the top customer service, explaining in detail why, and how he planned to correct the matter by checking each tire correcting to correct pressure, explained all services provided, I immediately was welcomed into the family of Mercedes-Benz of Catonsville, met a few associates that were just passing through yet so welcoming with a smile that made my day, the time was close to closing at 7, they took their time serving me, there was no rush to serve me. We purchased our Mercedes at another location recently, this is and will be our new Mercedes family. I truly appreciate Felix who was absolutely amazing that won us over. I truly appreciate and thank you all for making my day.

I can honestly say this was my best experience by far at Mercedes Benz of Catonsville. That’s the main reason I decided to leave a review. From the minute I pulled into the service bay, until the time my service was completed and my keys were back in hand, they were extremely attentive and helpful. I was kept up to date throughout my process both via phone and from my assigned advisor. I knew the cost of my maintenance before they started and they didn’t try to add in any additional hidden fees. The dealership was clean, we were all spaced apart for social distancing & although it took longer than expected (it was a Saturday morning service appointment), I was satisfied with the end result. I also love the mobile checkout feature as well. So I literally didn’t have to interact with anyone much at all. Lastly, the manager there was extremely kind and made me feel very welcome and cared for while I waited. I’ve been bringing my vehicles here for service for about 5yrs now. & I will continue to utilize them in the future.

They are the only dealership that I chose to perform service on my vehicle. They are punctual as well as hospitable. 5 star service

I set up an appointment over the phone 2 weeks in advance to have my oil changed and my brakes looked at.I was told to come in at 8:30a and I should be in and out no problem.I dropped it off at 8a the day of the appointment. Six hours later when I heard nothing back I decided to go back to the shop to see if they were almost finished.Turns out they hadn’t even looked at my vehicle yet. I asked how much longer and the guy shrugged and said “ I dunno, hopefully by the end of the night or tomorrow.”I let him know that I had to go to work and I couldn’t leave it overnight.He said “well, give me a few minutes and I’ll go get it.”I was not rude even though I was upset... I was very polite. I couldn’t believe he did not apologize for the inconvenience or ask if I would like to reschedule.He took his time bringing my vehicle around and then he just left it running in the parking lot and walked back into the building without saying a word.I couldn’t believe the lack of professionalism.I walked back up to him and said if I had known it would be a day or two I would’ve found a new plan. He said he was backed up 4 days worth of cars... I told him that it would be in their best interest to inform the customer of that and not lead them to believe that they could be in and out. I drove an hour and back to be there, waited 6 more hours for nothing, and planned my whole week around this.Very disappointed.. I would not recommend Mercedes in Catonsville,MD to anyone.

I love the Koons concierges service paola made it a smooth and easy service visit from scheduling to have my vehicle picked up at my job and delivered back in a timely matter. Thank you again MBOC

It took forever for my car to be fixed and in the end I was told my car was washed and vacuumed but that wasn’t the case the car looked as if it has been washed down by a storm with oil marks left by the technician who worked on the car, tires looked muddy and the interior didn’t look like it was vacuumed at all.I also complained about the wrong tires put on my car the last time it was replaced but I was told that wasn’t the case with the communication happening when I was ready to make my payment, which I thought was ridiculous and very disrespectful.

Excellent service and customer service with notable recognition for Yousef! Extremely professional, knowledgeable and helpful!

I requested that the shop take a look at a paint scratch during my normal oil change. The service manager Gordon texted me “the body and paint guys just pulled in” which would lead a reasonable person to believe that they were going to address the issue. When the car was returned to me after the service, the scratch was not repaired, and when I texted Gordon to seek an explanation, I received no response at all. Extremely disappointing.

This was my first time at this location. I had a nail in my tire, and this was the closest dealership. When I arrived, the computers were down, but the team handled the issue with tact and professionalism. My device tech, Andre, needs to teach a master class on customer service. He provided one of the best customer experiences I’ve had at Mercedes.

Always a wonderful experience when dealing with Mercedes Benz Koons. Sam and the entire staff are beyond wonderful! Highly recommend!

I had an appointment set for 7:30a.m.. I arrived and was greeted with my service rep. Johnathan Crosman. We briefly went over the reason for my visit and he put my mind at ease letting me know as soon as they find the problem hed get back to me. They found the problem, he let me know and advised me on my options. He looked out for me and I received the best service/customer service. Paid my bill and was on my way. Id recommend this dealership to everyone I know.

I went there to get a battery that had died on me replaced because it was still under warranty. I was a little concerned in the beginning because my service advisor was suggesting that having my battery replaced, which was still under warranty. My battery has been replaced and I paid nothing out of pocket. I was sent an automated bill but was told not to worry about that. So in short, Im pleased with my experience.

This Mercedes Benz of Catonsville has what you are looking for. The sales people are always courteous and that includes the service department. I am a satisfied customer.

I have been going to Mercedes Benz of Catonsville for the past year and my only complaint is the customer service at the Loaner desk. The past two times I went and requested a loaner ahead of time, the young lady at the loaner desk was not very friendly. There is no direction as to what to do when you hand your keys over to service. Upon approaching the loaner desk, I was rudely made aware that I had other people ahead of me. After I waited awhile and it was finally my turn, I inquired about if the loaner vehicle was a car and I was brushed off and told if I wanted a car I would have to wait even longer because other people were waiting. For a leading company above others, and for the price of vehicles and investment toward service, I believe Mercedes can do much better in customer service department.

My appt was 815, I arrived on time and was scheduled for a diagnostic and estimate for car repair. I didn’t leave until after 12 pm!!! While my advisor was very nice and apologetic for how long it took, it was just completely unacceptable to me. It was my first time coming there as I just our purchased a Benz recently; bad first impression. Not to mention I only came to this location because it was suggested by my mother. This location is almost 40 minutes from my home so I am definitely considering trying a closer location.

I received a thorough maintenance job with nonscheduled repairs. I am very pleased.

The only reason Im giving a 4 instead of 5 🌟 is because the wait time for a weekend oil change is ridiculous. And because my service specialist John wasnt very helpful or friendly. But Felix, the greeter in the oil change bay was awesome. Felix offered us water and when asked after 2 hours of waiting for the oil change to be completed, Felix got it done.Give that man a raise.

I accidentally blew a tire and was concerned about how I would get it replaced because I work a crazy schedule. Not only did they accommodate me the same day, they combined that visit with a factory recall appointment I had scheduled for later in the month. All the work was completed the same day and it was very easy. I appreciated that they made it stress free for me and they were very pleasant! Gordon is a GEM and I appreciate how much he helped me!

Please do NOT get your vehicle serviced here. They take ages to get to you concerning any issues, they stick you with hidden fees, are extremely unprofessional, and will make you wait for DAYS to get your car even if you made an appointment. I have been here twice and both experiences were laughably bad. When I told them they did shoddy work on my car they literally said they didn’t believe me, so stay far away.

BRIEFLY...Johnathan Crosman and the team at Catonsville Mercedes are flawless..Cohesive well oiled charming machine..producing spectacular results..Cudos to all elements of this team...

Excellent customer service. Juliana is a professional and knowledgeable service advisor. Overall, great experience at this location.

The value of the Maintenance B is much better than other dealers within the region. They were all very professional and considerate. One issue I had was with the loaner car person. He wanted to put me in a car that was not equal to my own car and it was older. I refused and informed him that the loaner should be at least equal or better. After some hesitation he finally gave me a better vehicle but looked annoyed. I don’t care if he was annoyed. They need to permanently park that C300 that had old and ugly seats. I got a GLC because they didn’t have a GLA. So it ended well. Other than this, I would return there for service.

The work was completed. They were very helpful in getting MB USA to cover a broken sunroof (2nd time in 5 yrs). The only complaint was dirty finger prints on the headliner. Tech should wash their hands more often when working with light colored interiors. They cleaned most of it. They had the car for 3 weeks and did not wash it on return. Annapolis MB washes the car on return and offers free car washes. Just saying.

Mercedes of Catonsville had been the place to service my vehicle for the last 5 years. Customer service is great and Ive never had any problems. Jonathan is the best and always responsive to my needs while my vehicle is being serviced. If you own a Mercedes this is the place to take care of it for you, you wont be disappointed.

Since you asked..I’m used to dealing with the Annapolis service center. They no longer service SMART cars. I was expecting the same exceptional customer service experience. What I received was unexceptionable. To start, I made an appointment for service and confirmed that I would have a loaner while the car was being serviced . I was told that I would have a loaner. When I arrived my service representative was not in yet. I watched my car work it’s way through the bay without anyone addressing the fact that he was not in. I watched my car “work it’s way through the bay” while other people were being helped. I went over to find out why my car was now outside the bay. I was then told my representative was not in and someone else would assist me. At which time I sat back down. When she finally called me over I was told there were no loaners available and she was calling a Lyft to take me home. She said there may be loaners this afternoon. I sat down again. I overheard the service representative for the gentleman next to me say that HIS loaner would be ready shortly!!!! I was texted that afternoon to say they could not get to my car, there were no loaners, and I I would not have my car back until early the next week. The only “good “ part about this was my representative did stay in touch. But then, when I picked up my car, the front concierge service was unhelpful and rude. It was as if I was disturbing her for asking where to go to pick up my car and talk to my representative. She just pointed and said “ He’s over there “. This is not at all what I expect when I get my car serviced. Is this because I don’t own a Mercedes?? Unfortunately there are limited choices when needing SMART car service. Since you asked, there it is, what I expected and what I experienced. Night and day what I am used to experiencing and this time. Have a lovely day. Thank you for asking.

My experience was very good. My customer service person, Gordon Perfater was really knowledgeable about what service was needed and was nice to tell me what services were not necessarily needed as well. He also worked with me to keep me within the price range we had discussed. Very professional.

Friendly and professional. Appreciated the courtesy Lyft rides and daily updates during the week it took to get my vehicle repaired.

I have been having my 2014 C450 4MATIC maintained by Mercedes Benz of Catonsville since 2017. They have taken good care of my car while being aware of costs. During that time I have gone from being a daily commuter to working from home. I have put on less than 5,000 miles per year for the last two or three years. Maintenance costs have been kept to a minimum and the quality has been high.

I was offered a shuttle to get home, but not one back. I was offered a loaner car upon arrival and then denied one once inside. The black employee that offered the loaner said that they still have plenty of loaners available, but the white employee inside claimed that there were none at all. My oil change light was still on so I had to then go back to get it reset after the oil change.

The fact that they only responded to those who gave them 5 stars tell you have good they are.

Russ, the service director us fantastic as always!Honest in advices. Humble & professional.

General inspection and car wash were performed at no-charge which I was unaware of but, grateful for.

Regular A servicejoices for the customers would be nice.

The service advisor Andre was professional and courteous. Provided updates and clear explanation of required service.

It was greatI dropped it off and Jonathan called me the next day to say it was completed

Very Professional, very courteous and Excellent in Knowledge!

They were professional, timely and stand above the others all the way! They diagnosed and were very gracious when dealing with the repair. Would not hesitate recommending them to you for your vehicle service!

As always the team at the Mercedes Benz of Catonsville was amazing and I will always use the for all my auto needs. I would like to thank Jackie and Robert for an awesome job.

Service was good and timely. Had free loaner car for me to use while service was being performed.

Individual who met me in service bay was somewhat abrupt, more interested in speaking with MB owner in car behind my SmartCar.Jacquelynne P. Service Advisor was knowledgeable, gave updates on car service.Other MB dealers provided complimentary car wash and vacuum.. not here!

I bought new wipers (it was raining that day) & I couldnt install them myself so I went here to our trusty service & the Service Manager (Russell) himself installed it for me right away. It was an excellent service gesture on his part. Russell is truly excellent in service

I took my C300 (2018) 4matic in for 2 recall notices. They were taken care of while I waited. I always enjoy being there and my service directors are always top notch. However, my new director, Andre, went above and beyond the norm. He was in constant contact with me and made me feel like I was the most important person in the dealership.

My service advisor ( Stanley) was not focused on being helpful to me,( the customer) until I asked to speak to his manager. Service was a recall on the diesel engine. Apon picking up my motor home is was left unlocked and the window was down over night outside. That was one of my concerns about leaving it several days. When I spoke to the service manager he was apologetic and offered his card as another means of contact for future service. I believe your service adviser could use a course on customer relations.

Rhonda & Steve are consummate professionals who are customer driven people. A pleasure working with them, and the entire Staff.

Overall, the service performed was good. Ive been bringing my car there for service since I bought the car. This was the only time I experienced an issue. I scheduled my service several days before and requested a loaner car. When I dropped off my car, they told me they had no loaners available. I was literally stuck at the dealership with no way to get to work. They paid for a Lyft, but I dont understand why a loaner was not available when I scheduled several days in advance.

I dont think I show enough appreciation for the way Gordon treats me as a customer so I would like to give him a shoutout here. As a Mercedes customer, I do expect certain standards that I associate with the brand such as quality assurance, professionalism etc. But Gordon for me goes beyond that with his honesty, punctuality and empathy. For example, I wanted to go home right after dropping off the car so I could be with my wife and baby and even though there were no loan cars available, he offered me a shuttle service and the driver came to get me within 5 min. I was home in 10 min and got to relax with my family for the entire day. I appreciated that a lot because I dont want to miss a second of watching my son grow. Another example I wanted to share was apparently when the car first came out of the wash, it wasnt as pristine as it should be. Gordon took notice of that and made sure that the car looked like it was new. As a customer, its little things like this that I feel make someone from great to extraordinary and every appointment I have had with Gordon has been absolutely top class. Thank you Gordon and Koons Mercedes!

Tire had a slow leak and the rubber trim on window needed to be repaired. They had my car longer than I anticipated but I did have a loaner. I was not in a rush to get my car repaired. Team was very courteous . When I got my car back the tire had a slow leak. Not sure if it wasn’t repaired initially or another nail??? At any rate I was not charged for a new tire.

Experience was was great, experienced no problems with staff. Everyone was very polite and professional.

Andre was super nice and knowledgeable. I would use him again. However, MB of Catonsville is 50 miles from my house one way and the service department was extremely busy. The other advisors seemed too busy to answer questions and the loaner car staff seemed annoyed when you needed to pay your bill or get the loaner to head out. The receptionist never asks the phone and I called 6x to get the status on my car. It was irritating that I couldn’t get awesome service like at EuroMotorCars or MB of Annapolis. I don’t like I can’t reach anyone to get status updates after my car had been there over a day. I even called a salesman to send a message to my advisor to call. It set the tone for me and I think its almost a dealbreaker for me to return. Andre was only the saving grace. If he wasn’t there I would have tweeted Crystal Koons myself because I know she would have been disappointed.

The service personale Jackie was amazing! My overall experience was tainted by their valet service. My car was unaccounted for for 3 hours ( the story was there was an accident on the highway [this is possible], then they went to the wrong address and left my car there and then realized they left it at the wrong house and had to go back to get it [not believable, because I was not notified that they were outside of my house even if they were at the wrong place] ). When the driver arrived, my childrens car seat was unhooked, moved and stacked onto the other carseat as if other passengers were in my car.To make matters worst no one (technician and valet driver) knows how it happened. There was no accountability. I even asked the valet driver how was he able to drive and see with two carseats stacked ontop of each other. He said he didnt know. Last but not least my car was leaking a fluid on the front drivers side. I called and reported everything and Jackie was responsive the next morning and had my car picked up again to get it checked out and find the cause of the leak. They found the cause and fixed it. Jackie handled it well, but how it was handled during valet drop off, I will more than likely find somewhere else to take my car for service.

All I wanted was to have my front flex disk replaced but they replaced the rear one also which was new,I told them the front disk they didnt listen to me so I will never take my car there again. They charge me over $400 dollars for each disk and you can get one at the dealer for $52 dollars.

Car went in for diagnostic tests and the response was very detailed as to what the problem was and the needed repairs, service advisor Jonathan was/is gr8 to work with

I requested a pre-purchase inspection. All went well until my follow up appointment I made to have the issues found during the inspection repaired. I requested valet service with a loaner car on the second appointment because I felt the repairs would take a couple days..On the morning of the second appointment, I got a call from the service advisor, telling me there were no more loaner vehicles and he asked me if I wanted to bring my car in myself. I explained that was not possible, and he suggested I change the date. I agreed to change the date. I would give more than 2 stars had this not seriously ruined my plans in a negative way. I could have taken blame for the follow up appointment, but it was actually re-scheduled by their staff (it was canceled the first time I made it, and no one was able to explain why). I find this to be rather unacceptable and unprofessional of Mercedes. If I had made that type mistake at work and then pawned the fault/responsibility off onto the customer, I would be jobless.

The consultant name Andre explain in detail the service that was performed and made my transaction pretty much straightforward I would recommend Mercedes Benz of Catonsville to all

Andre Goppy listened to my concerns and addressed them in a very professional and timely manner. He is customer oriented and displays and demonstrates what Excellent service looks like.Thank you Andre😊

The service is always professional and courteous. My service agent always suggests the best options for the maintenance of my car.

Good morningI was eagerly awaiting this survey because my experience was as HORRIBLE!As a 10 year customer of Mercedes-Benz of Catonsville, Im ready to switch to Owings Mills Mercedes-Benz.For starters, I reserved a loaner car. On the morning of the drop off, I arrived at 7:30 am.The arrival process needs to be significantly improved upon. Youre placed to have a seat and eventually someone comes with your paperwork. Well in my case some lady comes to ask me if she could call an Uber to pick me up. Instantly, I dismissed her and asked for the manager. Ive purchase 4 cars from this dealership and serviced all my cars at this dealership over the years. Aside from that I reserved a loaner car.At this point, the experience is already downgraded to unsatisfied. Well The manager comes to offer his apologies as I reiterated that Im not a first time owner and the audacity for Ms Pressman to offer me an Uber is insulting.Now, I get the loaner car and its FILTHY. It smelled horrible or and clearly was cleaned.Since I had a doctors appointment, I had to leave.I took a personal can of Lysol and sprayed the interior of the car. As the state of Maryland Health Director, I couldve raise a complete fuss, but Im choosing to disclose it here. The current health crisis is still alive and spreading. When customers request a loaner car, the expectation is that the loaner would be sanitized at minimum, in an abundance of caution and in an effort to stop the spread of any possible viruses.Now to the pick up of my car on Monday, I arrived at the dealership at 10:30 am. I walk in to the service area to make payment. A gentleman takes the keys to the loaner car from me. Theres another customer at the service desk transacting business, so I socially distance to allow that customer privacy and in accordance to the current health requirements of social distancing.The woman behind the desk, says whats your name, I respond: “Shireen H”. Bearing in mind we have on a mask. She pulls out the file cabinet begins looking for my papers, cant find it and then grabs a clipboard and comes to me requesting the key. I say, a guy in grey took the key from me, she dashes towards the door looking for the car and I suppose she found it because she returned a few minutes later.Now she goes back to the file cabinet and this time YELLS WHATS YOUR NAME?So, I yell back “SHIREEN H” and I spell it out for her.She then says, I couldnt hear you the first time you said your name. So I say, well why didnt ask me to repeat myself versus, running outside, coming back and to only ask me again my name.She gets frustrated and hands my paperwork to the other person who is at the service desk.I pay my bill and the guy at the desk tells me to wait by the door someone will get my car.So I wait and I wait and I wait... then I see Ms. Queen (girl who got frustrated at the service desk appear) looks at me and realizing that Im still waiting on my car.She runs outside towards the back, gets in my car, drives to the service bay and runs up to me saying...your car is ready.I get to my car and it wasnt washed as usual. The plastic that was on the steering wheel is on the floor.This experience is by far the worst in all my years as a Mercedes customer and just think, I was going to inquire about purchasing a new car. Something has drastically changed at Mercedes of Catonsville and I cant pin point it. What I do know is, Im not the only dissatisfied customer.I strongly suggest a complete overhaul of staff and/or training of staff to incorporate a smoother transition to customers dropping off and picking up their cars. Theres no excuse for poor customer service. There no excuse for a lack of a simple good morning. Theres no excuse for a service clerk getting frustrated because she couldnt hear the customer. There just no excuse for dissatisfaction as a Mercedes customer.

We have a Red Mercedes which the paint it peeling and requested to see if it would be fixed under warranty, Jackie informed us that it wasnt covered and was supposed to give us an estimate and Ive sent her a couple of emails without a response. I also left 2 messages so now Im.annoyed. the work the completed causes a noise in the front wheel once I drive pass 70 miles per hour. frustrating!!

The service was great 👍 👌 👏

Mr. Andre Goppy was very professional. He made my experience so comfortable. The staff were Covid ready!!!! The service was fast, and the shop guys washed my car to perfection!!!! Wow I couldn’t believe the service. Will be returning. Thanks Mr. Goppy and the staff at the Catonsville location.

I drove in for a noise I heard in the front with my belts, and my brakes were working fine, when they finished looking at my car I had no brakes, and I had to have my car repaired at another shop, plus the wait time was much more than expected.