Mercedes-Benz Service - Mercedes-Benz of Tacoma

One of the poorest run shops that unfortunately hold the Mercedes Benz banner. The communication is atrocious. I dropped a vehicle off via tow truck and it took them days to even contact me to acknowledge they received the vehicle. That was AFTER I called every single number listed online for their service department, used their web chat, left voicemails with their poorly executed AI assistant. The only way I could get through is if I called their sales department who picked up every single time, first time. The problem is they could not help me… And would go to tell the service team and relay the message to call me back. Mind you this is just to confirm that they even received my vehicle. Getting service updates was as big of a headache as dropping off the vehicle. It took me days. The only way I was able to get an update was go through the process that I mentioned above to Ring every single number to get the possibility of somebody picking up. It took days for repairs. They did not offer me a loaner vehicle or anything. Even when I showed up in person to pick up the vehicle, it was not pleasurable. It did not feel like I was in a Mercedes dealership. The decor, the aesthetics, the charm. None of that was there that you would expect for a premium branded dealer. When I was there, it took me about 20 to 25 minutes for someone to even acknowledge me or help me out at the counter. They were busy doing all sorts of other stuff. They were obviously busy, and may be a little understaffed. But that’s not my problem as a client. The thing that’s disappointing is this is the closest dealership to me. I’m driving my Mercedes vehicles to the Seattle dealership, which has the exact opposite experience. The one in Seattle lives up to the Mercedes-Benz brand promise.

Had a great experience with this location on new years day. Lucy Kamau is an excellent sales that helped us landed the car we liked. She was patient, warm and professional during the whole process. We are very happy with our choice and thankful to Lucy's efforts!

I recently took my 2019 C43 AMG in for an A-service and I must say, I was a bit caught off guard. I know that Mercedes is a luxury brand, but I didn't know it came with a luxury style service. Let me explain. I pulled into the service drive and was immediately greeted by a young man who was polite and took me directly to my service advisor. My service advisor was knowledgeable and informative even though it is a 2019 model. She checked me in, and as I turned around, my vehicle was already headed off to be serviced. I was then guided to the service waiting lounge where I was provided a free coffee beverage from a full-on espresso bar. With the free WIFI I was able to log on and work remotely while waiting. While I was there, I received a text message from my service technician with a video showing exact recommendations on my car, which made it easy for me to respond, letting them know which additional services I was interested in outside of the A-service I came in for. Once the vehicle was completed, I received a text message allowing me to easily pay from my phone. I was brought back to my advisor's service counter, where I was handed the keys to my freshly washed and vacuumed vehicle. I would highly recommend Mercedes Benz of Tacoma for service. Thank you MB of Tacoma service team!

Leslie, the service advisor was amazing and shout out to the entire team. Thought I could only get this type of customer service at Land Rover but Mercedes of Tacoma was amazing.

My family had an extremely disappointing experience with Mercedes-Benz of Tacoma. The vehicle was kept for three days, yet no diagnostic was performed until I called to request an update and only after I stated I would be coming to pick it up. Instead of providing a proper assessment, We were given what felt like a guess about the issue. They simply jump-started the car and sent us on our way without any real resolution or confidence in the service provided. What made matters worse, the service report claimed that the vehicle received a vacuum and wash, neither of which was done. Being misled on official documentation is unacceptable. Overall, the lack of communication, minimal effort in diagnosing the problem, and dishonesty regarding basic service details left everyone feeling frustrated and undervalued as a customer. I expected a higher standard of professionalism and care from a Mercedes-Benz dealership.