Mercedes-Benz of San Francisco

Service Department Review: I see many people giving this place a bad review, but I have not had anything but great experience here for the past four years I've been coming here to service my Mercedes cars: GLC, GLE and now, GLS. My advisor was always Andre Aton, and I've had very consistent engagements with him, getting straight answers to my questions, no extra services being sold. The cars were always serviced with the excellence expected of the brand. Perhaps some of the people who had bad experiences with him just got back the attitude they came in with?

Our 2010 AMG Mercedes-Benz was part of a recall. We received a letter instructing us not to drive the car and to schedule an appointment to verify whether it was affected by the "recall safety hazards." Mercedes-Benz arranged an appointment and sent a mechanic to our residence. After performing a series of tests, the mechanic confirmed that the vehicle was indeed unsafe to drive and arranged for it to be towed to the new lot (Mercedes-Benz of San Francisco, 2233 Gellert Blvd., SSF, CA 94080).

The recall notice included and guaranteed a rental vehicle from Mercedes-Benz while our car was being repaired. However, when we called to arrange the rental, we were informed that no vehicles were available. We were directed to check with other Mercedes-Benz locations and were eventually told to rent a car from Hertz. We experienced a frustrating back-and-forth process and had to cover the rental deposit and fees out of pocket, with the assurance that we would be reimbursed once everything was completed. This of course does not include added fees, interest or tax.

After ongoing difficulties with the rental arrangement, we decided to visit in person for assistance. We were connected with Wilson Lau, who was responsible for recall accounts. He requested all documents related to rental costs and Uber receipts, as we had to use Uber while waiting for rental arrangements. Despite providing the requested documents multiple times via email and physical copies (three trips to the SF Service garage, we were repeatedly told the documents were lost. Additionally, he asked for physical copies of bank statements, which we also provided.

After fulfilling all of Wilson Lau's requests, we continued to wait without any response. We were then referred to Adam Shapiro, to whom we forwarded all our information in hopes of finally receiving feedback and our full refund. Unfortunately, despite our relentless efforts, we are still at a standstill, and it has now been years without resolution.

We have contacted 7 On Your Side and NBC 5 Consumer Complaints regarding this issue and will also be pursuing legal action. I love my Benz, but it's incredibly disappointing that a high-ranking, top-class business like this would provide such poor service.

I purchased a vintage 280SL from MB SF and had major issues with the cars title (mileage was missing) that caused the car to be worth dramatically less than I paid for it. They took no steps to remedy the issue and I am now suing them. There are more honest and reputable dealers out there.

I bought an EQS 450 sedan. Tammy is my sales person.

I have range issues with the vehicle and this dealership is not addressing any of the issues post purchase, the vehicle had service recalls before delivery and they were not addressed. The manager Katrina never replies to any emails.

They are unprofessional and rude and have no customer support.

Most of them don't understand English too.

I would buy a vehicle from this dealership.

I bought a brand new GLA 250 for 50k. I have barely driven my car - it only has about 1,500 miles on it. The software on this car is not well-designed - all of the assist alerts malfunction and send out false alerts.

My car also rolls back on hills; this is dangerous since I live in San Francisco. I've never had a car, including multiple Mercedes, do this. My car's ignition has also turned on by itself once, and the trunk has closed on my head twice because of the sensor that is under the bumper. Also, I cannot open the trunk without pulling out the key when the car is locked. Pretty unpractical when I am carrying groceries.

Also, just know that this car doesn't come with GPS! You have to pay for a subscription for that. I have never seen such a thing. And, you need to use a USB to use your phone's map apps. The technology seems like it has actually devolved from the BMW I drove before this, which was 4 years old.

I tried to resolve these issues with a product expert over the phone. I was told that I can save my preferences (turn off the assists and the car will save those preferences in my profile). Later, we learned that this model actually doesn't save your preferences. I have to re-enter them each and every time I turn on the car (including turning off the automatic ignition function).

After weeks of phone tag, I was finally able to get a service appointment. I left my car for a week, only to pick it up and nothing had been fixed. They couldn't find any of the issues I reported.

I asked about the rolling back - did they at least experience that on the road test? I was told that the service manager took the car up a hill and put it in PARK and didn't experience a rollback. Seriously???! If the car was rolling back in park then it would need a recall! The car rolls back in drive. Which it shouldn't.

Honestly, my car's quality also doesn't feel the same as previous Mercedes models I've had. I know this car is entry level, but I wouldn't be a Mercedes customer if this was my first car.

Actually, I probably will never be a Mercedes customer again after this experience. They have done nothing to help this situation or regain my loyalty. After the sale was finished (which was also an unnecessarily prolonged and unpleasant experience), I never heard from my sales team when I reached out with these issues.

I'll be going back to BMW. I already visited to talk about a trade in. They were honest with me and informative. It's also nice and saves a lot of money that service is included. I test drove the comparable X1 and it was a much higher quality car. And you are able to turn off the assists in sport mode.

Hmmm ...
Still thinking about this one. Mercedes Benz San Francisco is no longer in San Francisco. Guess this is like a certain NFL team here that plays in Santa Clara.

Well, I had a problem message pop up on my dashboard panel. I made a call here explaining my issue and the young lady instructed me to come to this newly built complex in Daly City off the Westborough Blvd. freeway exit; there is a series of buildings that house the various departments. I drove up to a hanger as guided by the service staff and stated my issue. He directed me to the service parts departments to purchase oil to remedy the problem. After handing the oil bottles to the service staff, I parked myself in the waiting area. The building is roomier than either of their two former locations. There were only two or three other customers here around 3 pm on a Wednesday afternoon. About five minutes, the kind service person gave me a thumbs up so I walked back to my car and left. I saw my service rep as I waited and learned they have only been here since mid-December.

Mixed emotions right now as both SF locations were only five minutes from my office. I get it, with the changing business and real estate environment in the City. Not sure whether the SF city government is shooting themselves in the foot with their new policies towards businesses now. I'm pretty sure Daly City appreciates this though.

This is for the service department. They love to get you to do as much as they can, they convinced my wife to do a diagnostic when all it we needed was the battery!

William Soo, Service Advisor for Mercedes-Benz of San Francisco, handled the service of my Smart Fortwo with such efficiency and decorum that I easily paid a very reasonable fee especially considering the final cost was less that estimated initially - all in 24 hours turnaround!

Mr. Soo's attention to my servicing included details of which I had been unaware.

Thanks to William and the Smart car service crew for a job well done. I must commend and recommend them all, as well as the Lyft shuttle to and from my appointment.

Although we have yet to buy a new car, we are leaving this review to give 5 stars for Aziz!
We were hoping to test drive a few cars and determine on our own, how we felt about them. Rather than inject his own sales strategy or process, Aziz was the perfect dealership guide who helped us drive a few cars and ensure we had the time to discuss them with no pressure. We hope we can find the right pre owned car through SF Benz, simply because Aziz was so great to work with!

For the service department;
In and out, quick and easy. My car needed service B maintenance as well as a couple recalls. Total came to $950 OTD.
Dropped my vehicle at 8 am and picked it up @5. Shuttle was provided. Friendly service and an efficient experience.