Mercedes-Benz of Boerne Service Center

I don’t know if they truly value customer feedback. They keep sending me surveys after my recent visit and have called me multiple times. However, I don’t see any improvement in some frustrations I shared with them years ago. So, here is my survey. Let’s be fair: MB of Boerne is not the worst place for MB service in San Antonio. Below is what I’ve learned over the years from my multiple visits: very mixed feelings. In short, if you just want a place to drop off your car without thinking about anything, don’t care how they charge you, and have unlimited time to wait, MB of Boerne could be a great place. --- The good things [+ 1 star]: 1) they have trustworthy technicians [at least I assume so] and 2) the people are polite. [However, this is what you should expect when spending multiple times more money on a service compared to domestic or Asian brands, right?] Below are the Not-So-Good things: 1. Lack of Transparency and Consistency [-1 star] I've encountered many inconsistencies here. E.g., for my recent visit (an Economy B-Service), I was quoted multiple different prices ranging from $629.10 to $881.13 (before tax), all directly from their system. Price 1 (Online Reservation): The website showed the Economy B-Service for my car at $699 (without any discount) when I made my reservation. A 10% discount is automatically applied to afternoon appointments, bringing the estimate to $629.10. Price 2 (At Drop-off): They denied the $629.10 w/ multiple excuses (e.g., “it's for smaller cars,” “we cannot combine discounts [which the online price didn’t],” etc.). On paper, they showed me $779 and promised a $100 discount. Price 3 (Electronic Approval): The digital approval form sent to me showed $853.99 ($799.99 for the Economy B-Service + $54 shop charge). Price 4 (At Checkout): The final receipt showed $881.13 ($499.92 labor + $327.21 parts + $54 shop charge). The Final Total: After the $100 discount, my total price with tax was ~$781 (24% higher than their initial price). 2. Poor Working Attitude & Not Listening [-1 star] My current service advisor was their “STAR” w/ literally over 30 awards on their desk. However, I just cannot agree with their working attitude. I always feel they want to rush me out, they don’t listen to my needs, and they only sell me what they want to sell. Whenever I ask for a specific item to be checked or priced, the default answer is always: “We will do a multi-point inspection and let you know if anything is wrong.” But there are specific issues a standard inspection does not cover! E.g., my car needed a computer program reinstall due to a minor software error. I had brought this up before, but they completely ignored it. This time, I brought it up again. They dismissively told me, “No, you don’t need it. Only cars with a recall need it.” I explained the issue multiple times. They finally seemed to understand, put it on their tablet, and quoted me $265 for the work. When I picked up the car, they hadn’t done it again. 3. Complete Lack of Communication [-1 star] Can you believe that my car stayed at MB of Boerne for almost two full days for a standard B-Service? If I hadn’t made multiple calls/texts, I have no idea how much longer I might need to wait. Below is the timeline for my most recent visit: Mon: Dropped the car off at 1:40 PM (my appointment was at 1:15 PM). I was told I could pick it up on Tuesday. Tue: Received the electronic service approval at 10:00 AM and approved it immediately. I heard absolutely nothing for the rest of the day. Wed: At 10:00 AM, I texted the service advisor for an update and got a reply that they were on vacation and would let someone else check the status. After 30 min of silence, I called the dealership. They told me, “It seems the car is ready. Let me check and call you back in 5-10 min.” 20 min later, no update. I called again and left a voicemail. Finally, at 11:30 AM, I got a text saying the car was ready. Glad I actively chased them down; otherwise, I would have been left waiting indefinitely.

Probably never do my service here again 😭obviously they make commissions I asked for a service they said they’d price match but couldn’t price match where I found the service at it was better than what they were giving me I asked to not go thru with it she said it had already been done but the car was ready but not till the morning HOW if it’s done already then I should be able to go pick it up no she just wanted to make her commission after it go thru so I’d have to pay this place a scam 😂

After dealing with Mercedes of SA, BMW, and Land Rover of SA, I’ve gotten the best experience at this service center. I’ve been a customer since 2016 and only bring my cars here. Chris and Amanda have treated me well and I definitely plan to bring them my future business!!

IF I COULD GIVE 0 I WOULD I brought the service dept 15k in business directly from my personal vehicle. And multiple people and things have gone south let’s start off with Linda de la Cruz. Service rep. Assigned to at first she seemed lovely a very nice kind lady. But that all went out the window when my car was finished It was supposed to of had front cv axles replaced, all fluids changed, sun roof repair full interior exterior detail center console replacement and some other misc stuff , I picked it up late afternoon and was mistakenly in a rush to get home after a long day of work and she is bugging about a 5 star review like cmon lady you shouldn’t have to ask for stuff like that. Anyways I rush out of there because I’m tired and want to get home and I get up to highway speed and immediately notice my sunroof is hissing and not seated correctly, I though that’s odd let me open it and close it… opened it and the air diverter FLEW OFF!!! I took the car back and they refused that they had done anything wrong and that the mechanic on my car was the best in TEXAS. She basically turned into a child arguing and swearing up and down that they had nothing to do with it and that she wouldnt just warranty the crappy work they did on my sunroof and wanted me to pay, after arguing and slightly blowing a fuse she said would warranty the work under the condition I get A BUNCH MORE WORK DONE WITH them. Blackmailing me into paying more so she will warranty he techs crap work. so I took the car to Mercedes Benz of San Antonio they called and explained that the sunroof was installed completely incorrect. And that the rails would need replaced again. Great, well they charged me but they got me right and where very apologetic for the sub par experience Mercedes Benz of Bourne.

I dropped my 2023 S500 off for my Schedule A Maintenance. I was assigned Ryan as an advisor. I let him know that I had a piece of rubber taken out on the wall of my front passenger tire. He notified me that they would look into it. I picked up my car the next day and got a flat on the way home on the tire in question. I had to wait 2 hours for a tow only for the car to be taken back to the dealership I had just left. I asked if the car could be delivered to my house once the tire was replaced since I was already inconvenienced enough. Ryan said he would take care of it. Once my car was ready he told me to come pick it up and that I must have run over something on the way home. However, there was no nail, or object found. I find this hard to believe since I was on the highway the entire time, didn’t hit a pot hole, and it happened within minutes of leaving the dealership. I don’t believe the car was inspected thoroughly enough, or something happened to it while in possession at the dealership. Now I either have to wait the entire weekend to get it delivered Monday afternoon, or spend another hour driving to pick it up again because they couldn’t deliver it after all. On top of this Ryan charged me an extra $50 on my service that was not notated. Once confronted about this extra charged it was removed, but without clarification of why it was there to begin with. I was never emailed or texted videos of the inspection, or after the car returned to the service department with the flat. I spoke to the service director, Kevin, about this and he said he would send me video, but I never received it. I feel like there was a lack of customer service from top to bottom. Very disappointing for such a high end dealership.