Extremely unprofessional service.I booked my vehicle in for an annual service for the “first time”, (note that this was my first experience with this brand of vehicle – Mercedes- Benz,) as I previously owned BMW Renault & Ford.The poor service was notice from the time the booking was made. I needed to make several calls before my call was actually picked up, once the call was answered I had to leave a message for the service department to contact me back as there was no answer in that department.I was eventually able to make a booking, however, to my surprise I did not receive a booking SMS confirmation, in fact I did not receive any confirmation, I needed to call in to confirm the date and time.Once I arrived at the dealership I was told to proceed to the back, upon arrival there was nobody waiting to receive the vehicle, I needed to ask a random person that was standing around and was told, that I just need to park my vehicle against the pavement????after a few minutes I was greeted by two ladies and one of them requested the car keys (note that at this time I was standing outside beside the vehicle). Is this normal???Suddenly a gentleman approached the vehicle, open the doors, sanitized the vehicle, and drove off(again no introduction or advising me of the next steps and I am still standing outside).I was then told to have a seat, and someone will offer me a lift home, (Ive never experienced this hospitality from any of the above vehicle brands). someone then collected me with a “Smart Car”, again, did not introduce himself just asked me for my address, needless to say it was a really uncomfortable trip home.the entire day had passed, and I did not receive one phone call, SMS or email providing me an update on my vehicle.I received a call from the service consultant the next day giving me an update on my vehicle!Due to a family emergency, I urgently required my vehicle on day 3, and requested to collect the vehicle.at 12pm the same day I received a call from the service consultant that advise that some of the issues on my vehicle was unable to be repaired due to me needing the vehicle, it will need to be re booked, however, I was told that the vehicle will be ready for collection at 1:00 PM.I arrived at the dealership at 1:30 PM, and only receive the vehicle at 14:15pm “WoW”.I was never contacted back, in order for the remaining issues to be sorted out!

Quick and professional service. I will give it 5 stars 🌟

Trying to get through to parts initially I couldnt get through so I left a voice message as prompted.Then get a call back to see if Ive been assisted which I confirm I havent. The wonderful gent gets me through to reception, where I must say one can barely hear her to start with. Not particularly professional.I am transferred twice without an answer from parts department.I leave my details AGAIN, even explaining I already did this almost an hour prior and that I had been called back due to this. No apology, or assurance shed make sure they call back, just Theyll call youI deal with a number of brand dealerships and have never come across such shoddy customer service.

I am sorry, I can’t say that this branch is the worst, but the experience I had with the service team, was the worst ever.My service advisor, Mpho, is not competent. None of the work I specified has been done - a half day “Service B”, turned into two days (plus some overtime). Communication is really poor. The service manager I reported this to, Divanush, left without an apology or a solution. Not even a good bye. I would unfortunately not recommend servicing your car at Mercedes Benz East Rand.

Poor service. Waited for an hour to be assisted since all the service advisers were in meeting. Will definitely not buy a Mercedes Benz.

The service advisor was not prepared. I was told to arrive between 7am and 8am. I arrived at 7:20am and was told that the service advisor (Bianca) is not yet at work and that she is the only person that can assist me and that I should wait in my car. Another lady started to do the inspection but never introduced herself. I signed the vehicle in and received a collection document. I was not asked if there was any other work I required on my vehicle as the Service Advisor was not there. After waiting until midday for someone to communicate with me, I decided to call the dealership. I was sent from one person the other and spoke to a total of 4 people before I was told that the service advisor cannot talk to me as she is on her personal phone. I had been waiting for an hour on the phone. When I eventually got through to the service advisor, she was rude and condescending. She told me that I was the one responsible for telling them what additional work needed to be done. I tried to reason with her that I was told that only my service advisor, which is her, could help me and by the time I arrived to book the car in, she had not arrived at work. After going back and forth, I asked the service advisor why she was arguing with me and not willing to assist in sorting out my issues. She then told me that she will check my vehicle and get back to me. This was already 1:30pm and I was worried that the service would not be completed. When the service advisor called back, she told me that there are issues with the parts store ordering and that my car would not be ready by end of shift with the additional work I had requested. I informed her how unhappy I am and eventually on requested that only service should be done.

Worst service ever .The lady Mpho attending my car was very unprofessional. She did not update on the progress off my car for a couple off days ,she was never available when ever l called .She did not return my calls after calling more tha 5 times l had to ask for her supervisor who l had to hold for more than 15mins to be told he was not available as well .l had to drive to the dealership only to be told that my car was still being attended to .Never had such problems at Bedfordview, the staff at eastrand work as they are being forced to do so and as if they are doing you a favor by assisting you .Very disappointed 😞

Well organized, thats what you should expect from a top brand, I did not buy anything, maybe once I go on pension

I too have had a difficult experience at this dealership but Amy went out of her way to try and accommodate me and limit the extent of the inconvenience for which I am very grateful.

Mediocre service received from an excellent brand.I had taken my vehicle in for a minor mechanical issue, the service advisor was rude and lacked motor and dealership knowledge.My vehicle motor plan had recently expired and instead of proposing solutions to assist, the service advisor was happy to on bill me an evaluation fee of R 1 600 for viewing the vehicle instead of proposing partial repairs at a similar amount, the principle of basic after service was shocking. In addition the car wash that was completed was below standard and upon collection the vehicle contained an offensive smell. Awful service and certainly not a representation of the Mercedes-Benz brand.

Its always a great time i mean those people they have customer care salute

Well I have been there a few times now and Ive got to be honest apart from the price that is a little bit heavy their quality is outstanding its genuine parts as well as the parts sales guy is absolutely awesome person whos very helpful he goes the extra mile I really gotta say well done to the guy Behind the Counter sales and spares well done you know you you make a person feel welcome there and you dont give them a hard time at the back room was one of two things like a winning numbers were you know well done thank you its mainly because of him that I give a 5-star rating. regards Jody Dean Crook

Unprofessional, diagnose incorrectly resulting in repetitive work and cost. Vehicle went in for service could not even pick up wipers needed replacement.

As always very pleasant and efficient reception. The lady Zama who assisted with the preliminary findings and receiving of the vehicle excellent service. She made me feel that I matter. The driver who shuttled me home also professional and pleasant made me feel safe during the journey.Would appreciate it if the pick shuttle service could be reinstated.But truly appreciate their pleasant assistance 😊 ❤

Called 5 times. Was put thru to spares. Waited for a while & just got CUT OFF! ! ! Got called back once, was put thru to spares AGAIN & was CUT OFF AGAIN! ! ! Worse service ever. Will NOT be doing business with them ever AGAIN!

The window switch for w124 parts I wanted were pricy. I guess is Mercedes

They did the service as required on time and within cost, even cheaper than a private service entity

Went there for a small problem. The service department were able to assist with no problem at all.

Top tier service from all their departments. I know my car needs will always be met. Super impressed with how efficient their car service goes

Excellent garage. Love the service

Serviced a car recently. Not too bad service

Efficient service ordered items required and delivered in full and o time

Mmmmm.if u are looking fr Nice nd smart cars Mercedes tops the chats .one day is one day I will return there in full force.

This is the WORST Mercedes Benz dealer in SA !!!They are incompetent and there is NO management that is ever willing to take responsibility for their lack of proper serviceSpecifically service and parts divisionIf you have an option stay away from this dealership !!!

Poor service. I have always received poor service from the Service Advisors.My first advisor was Nicole Myburg. She was the worst.Then Zamaswazi Vilakazi, she is even arrogant.I then got a competent Service Advisor (Phumalani Khumalo). He was excellent. I dont know what happened to him as he is no longer available.I took my car for brake pads on the 24 March 2021 and upon collecting my car, my new Sales Advisor (Amy Behari) told me that my car battery need to be changed, i was disappointed because if she told me earlier on, i could have gave her a go ahead to put a new one.

It was okay. The one lady offered a cup of coffee, which left a pleasant experience.

Very efficient knowledgeable staff in the spares department.

Poor service from Mpho, my car has been there for a few days now and she doesnt call and update me on the progress. When I call shes not available, you leave a message and she doesnt return the call. Please help, I still dont know what is the status of my vehicle till today.

You get what you pay for. Definitely the best or nothing and very friendly and competent staff.

I work in the motor industry. Ordering parts here is a nightmare.The chances of winning the lotto is higher than getting through to the parts section

Would mos definitely visit the place

So they kept my car for four days for a simple thermostat replacement which could be done in 2 hour cause they take two days to submit necessary documents for warranty claim. Thank God motor industry laws are changing

Service not up to standard.No feed back given .Persons who seems to be incharge always busy .You het told you wil get a call back .. It doenst happen.Extremely dissatisfied.

Shuuu slow service I must say, hard to get through also

Great place for new and used cars.

Lack of communication to update clients on the process of the car

Very poor customer service,time wasting business, I took my car for minor mechanical issues it too them 3days to fix and more over there is no reason for the delays , except that they enjoy wasting your time.

Absolutely no service, I just left.

Staff member who checks for books very Rude does not greet bangs on the door no good morning just scratches in the Cubby and closes the door again. First apprarence not happy

Efficient and keeping one updated regarding service progress.

Sam in Sales was very helpful and professional !

Gene best sales guy

Great service🥰

Absolutely useless over the phones. Was on the phone for 11 minutes being transferred between the receptionist and the service advisor trying to find out my cars service history. Each of them told me the other one can help me and they were busy transferring me to eachother for 11 minutes, what joke is that? Absolutely useless. Also dont ever try and get hold of parts. You will never succeed

Hi I just purchased a Mercedes bring an Audi enthusiast for 14 years I am worried taking my car to ERM for a service given the negative reviews I have seen 😳

Service by Consultant Lindi was excellent and quick.

Very rude service consultants.

All your Mercedes Benz sales, parts, servicing etcTop notch service.

A very good customer care

The Service Advisors are really not friendly and helpful. We dropped a Merc A200 AMG with rollback, I went to an Indian lady, whom was not busy at the time, she pointed me to another lady, that was not at the desk at the time, the 3rd lady there was busy with a customer. The 3rd lady told me I must go the idian lady to sign my book to receive the car. The Indian lady asked the 3rd lady why she doesnt help, the 3rd lady said, she already assisred with a breakdown - I had the customer with me.It is not the 1st time that we drop a vehicle there, everytime it is a story to assist us.Previoius time they promised it will be better next time - after we sent reviews. But nothing changes. No greetings, no smiles. For frontline staff, they are a terrible face to Mercedes.

Terrible parts sales department they only read from the computer and dont listen to the customer requests and when the order is messed up they can only refund payment that is made on site a few days later unbelievable

The best or nothing ,great service from parts counter.

Good service providers

The sales representative was kind and helpful, however the finance department lady was rude and made us feel unwelcome. They seem to be very behind on their deliveries. The receptionist was also unprofessional when answering the phone. It was very exhausting having to send documents they forgot to ask for back and forth. I had to go elsewhere.

Poor customer serviceI visited to buy a new GLE, and was assisted and given quotes and my old GLE assessed, I waited more than a week before I decided to buy a new vehicle from someone else,Reading the reviews below I note that is how things work at this dealership,Why would I want to resolve the matter, as I have already purchased a new car from somewhere else, maybe you should make an effort to provide better service to retain business rather than asking your potential customers to do your work

Your prices are extremely expensive.i only buy from you what I cannot find or order from abroad. Your maintenance staff are very helpfulAnd smart . Driving mercedes most of my life.

Very good service and convenient

I bought my second hand car there in 2017 Oct. Ever since it got off their motor plan its been in and out of service, 3 months is long the engine light comes back again after theyve charged an arm and a leg to fix it. I cant wait for it to come back now so that I can get rid of it and never buy a benz again.

Most fantastic service and wonderful staff

Take care for their customers with love and joy

Very well done with all of this stuff and great service

I spoke to the service advance to find about the price for serviceHe told me the is special that is ruining he even told me how much must I payWhen he transfer me for the bookings I told the lady about special she said she doesnt know about the special are until I told her I saw on website I did book on line but no responseThe lady she was rude to me

Sales person very helpful

Good service friendly staff

Good service 👍

Great service from Basil @ parts

Great car service👌🏽nice advisors...

It was very poor, was looking parts of old Mercedes w126. They keep on referring me to someone saying they are all busy.The third guy who help me just send me to collect my printed papers.Had a lot of things to enquirer ended up leaving frastreted.Is it because the car I was inquiring was very cheap to them?Will never go there again.Parts and accessories department

Excellent service from David, knowledgeable about what hes selling.

Clean and professional looking dealership. But the sales team really dont look like they are too into selling cars. Was there twice and both times no one came to assist me. So I walked out and went to BMW.

Service is amazing.

Good service

Excellent service. Thank you.

Level of service has been good everytime that Ive been here. Have not had any drama, staff have been polite and respectful. Only reason I have not given 5 stars is that when phoning in to make a booking for your vehicle the phone tends to ring for a very long before someone answers, its probably not intentional but the customer on the otherside does not know that which can be very annoying and gives the impression they dont bother answering phones.

Perfect

Good quality parts but poor customer care.

It was good the service and the safety of the premises

Good deaership, but unable to give an indication of a price for work outside maintenance plan. Some what frustrating. At R1250 an hr for labor. Otherwise when in maintenance plan, good service and pleasant staff.

No lift to and from work. If I had been told this during the booking process I would have made other arrangements.Also no coffee offering. Its the pits

Friendly staff, clean, safe and welcoming environment

Ths guy who helped me was the greatest... Forgot his name... But im going back tomorrow I will definitely put his name down❤️...

Sales people are very welcoming

Friendly people excellent service

Worst Mercedes dealership in terms of service. Family and friends of mine have also had similar experiences in terms of the overall carefree service at this dealership. It has left such a sour taste in my mouth I will never support this dealership again.I have complained about your service to Mercedes Benz SA twice already. Your bookings clerk Mavis is in need of a reality check because her attitude clearly stinks and she feels like she is too overqualified to do her job.

I believe in buying genuine parts for my Mec, and this place is the right one for me

You get all varieties of trucks at unbeatable prices

Definitely customer focused, as after a bad review, not only did they contact me, but also sent the workshop manager out to come and inspect. Many thanx. This is what service should be from SAs best!

Very proffesional and have good customer care. They call back customers if they miss your call. Security booking at entrance, good

Cant recommend this dealership worst of worst. No service at all.

Chose any other Mercedes Benz dealership. If you may choose this dealership hide your belongings because they may just suddenly walk out of your car

Unfortunately there is not much good to tell, my experience with them recently was all nut pleasant! I wish I could have given a better rating, especially because its a Mercedes branch one would expect a better service. Fortunately it does not go for all the staff members.

Long wait. Only one sales person working. While attending to me was on his mobile with numbers that he recognized. By the way this morning I was holding on line for them for +/- 20 mins. He is not unpleasant but for Mercedes dealer they HAVE TO be professionally trained.

Pathetic service, slow to respond. No feedback.! I would really expect so much more from Mercedes Benz..

Merc for life

Shocking they should get a manager that knows whats going on ....so that we dont have to get his boss involved . so that he can do his job.and stop pretending that his not there.

Worst customer service experience ever! At least fifteen minutes wait time on any phonecall, that is if they do not cut the callServiced my vehicle here for the last two years and I had thought last years experience was bad, it has gotten even worse this year.Told to come and collect vehicle only to arrive and wrong vehicle was ready, then told to come back in two hours, still not ready.The main and only note made for the last two years was again ignored.I would advise anyone to use a different dealership, as their standards at this dealership are not what you wold come to expect of Mercedes-Benz

When it come to luxury and speed verses economy they have the best in its classes. Test drive and feel the difference.

Good parts department

Good place

No feedback