Downtown LA - “The best or nothing” remodel

[Eric B]

Downtown LA MB has had an ongoing remodel in the showroom for a while now - last week it migrated to the service area.

So what does a GM decide to do to make sure service appointments can continue and therefore $$$$ in to the coffers ?

Well, move the service advisors outside in to the driveway, naturally … I asked how long are they going to be outside, and my SA said at least 4 months …

“The best or nothing”

 

[mograb]

You should see Autobahn in Belmont, you drive up to the SA at a podium, like a chick-fila. You have to stand as a customer which makes it easier to run from their high pricing.

 

[Maslin]

You should see Autobahn in Belmont, you drive up to the SA at a podium, like a chick-fila. You have to stand as a customer which makes it easier to run from their high pricing.

The standing concept is intentional; it makes you leave faster.

We still have private offices with doors that close. It's like the stone age

 

[Twindaddy]

You should see Autobahn in Belmont, you drive up to the SA at a podium, like a chick-fila. You have to stand as a customer which makes it easier to run from their high pricing.

I actually bought my wife an E class from them years ago. But that happened after meeting the sales guy at a local brewery where he may have let all of their secrets out by his fifth pint. I never used them for service - that was one of the things he was sure to warn me about.

 

[Eric B]

Re-posting this here from another thread since it's about Mercedes of Los Angeles - trying to save others some grief:



Buyer Beware !


It's covered extensively in another thread, but the short of it is I bought rear axles ($1500) from the Parts Department.
They started leaking gear oil at the rear hubs within one month of installation - unfortunate known manufacturing defect on the current crop

Parts warranty is 2 years / unlimited miles
I went back there five months after purchase and the Service Dept is refusing to warranty the axles
Or cover the rotors and pads that are now covered in gear oil because the axles are leaking at the hub
They came back with a $5k estimate to replace everything - clearly i balked

•••

First windshield (non heated high roof) I had to replace on the van was $1200 installed at their dealership (March 2021)
Service dept charged me for the glass and the install - van sat at the dealership for two weeks though just to install a windshield ...

Second windshield (heated high roof) I bought at the Parts Dept for $750 and had it installed somewhere else (June 2025)

Last time the van was at the dealership (for the above axle warranty shenanigans), the tech noticed I had a rock chip in my windshield
Recommended a replacement be fitted - he didn't notice I have heated glass now, he spec'ed non heated p/n ... the kicker: $2500 estimate (July 2026)

A quick call to another dealer confirmed that the cost of windshields has not doubled or tripled over the past year

•••

my AC compressor shit the bed at 178k miles
Dealership estimate to replace compressor / evap / valve / condenser / flush & fill - $6k
Local independent did it for $3k in one day

•••

On a different transaction still, I ordered a $400 part from the Parts Dept
First one arrived broken (one week)
Second one arrived broken (one more week)
Third one was shipped on their dime from Germany by FedEx (four additional weeks)

•••

Back when the van was under its PPM plan, I would take it there
No loaner cars - just an uber ride home

A couple times, for service A & B appointments, they would write on the work order that they had topped up the DEF
But they didn't actually do it ... More trouble than it was worth to go back and complain about it

One time there was a nearly full 5L MB DEF jug sitting in the van behind the driver's seat when I got it back, but with bugs floating in it ...
I tossed it ... looked like DEF, smelled like DEF, but with the bugs floating in it I wasn't going to chance it

•••

The only positive I can think of is that my original SA has been promoted to head of Customer Service and while he's a fantastic human being whose company I genuinely enjoy, he doesn't have control over all the BS stated above



I am done with these clowns

 

[Rocksnsalt]

I don’t blame you!

 

[395BNZ]

My Sprinter was at Mercedes-Benz of Los Angeles for nearly 3 weeks despite having an appointment. It took over a week just to be looked at, and communication throughout the process was poor. I constantly had to follow up myself.

My advisor, Barry Murphy, did not give me confidence in his knowledge of Sprinter specific issues. I repeatedly explained my sliding door concerns and even did a ride along with the technician, yet picked up the van with the issue still not properly addressed. In addition to that they denied my warranty coverage without any explanation, I had to contact MB USA separately.

I escalated my concerns to Tim Endo the Service Manager, requested to speak with him at pickup, and emailed asking for a call. I never received the follow up I expected. Apparently he shares time with DTLA Ford as well.

After multiple frustrating experiences where I've had to prove or document issues myself, I've lost confidence in DTLA Mercedes and will be taking my Sprinter to another authorized dealer. 7 appointments over the course of 3 years at DTLA, overall experience piss pour regardless of the outcome of each visit, you dont feel like a valued customer.

Sprinter owners, I recommend looking elsewhere for service.