Mercedes-Benz of Silver Spring

Made an appointment, arrived on time, stood in the lobby for 15 minutes and no one-​not one Mercedes representative-​spoke to us at any time! We patiently waited while three workers walked around us and didn’t even bother to say hello or can I help you. We just left and then had to deal with our assigned rep emailing us with his disappointment for us ‘missing’ our appointment. What an insult to injury! Surprisingly nonchalant and rude dealership. By the way, we LOVE our brand new Audi!!!

Overall, I had a good experience buying a car from this dealership. I bought a two year-​old high-​end used automobile from them (not a Mercedes) that I found online via
. I submitted an online information request through the app and I was contacted by the dealer. I worked with a gentleman by the name of Tony Zelaya. He was very professional and courteous and I could tell he really wanted my business. I called ahead about the car in question and he had it pulled up and ready to go for a test drive when I came to the dealership. I was permitted to drive the car (a two-​seater) with my fiancée in the passenger seat without any push-​back. I was also permitted to have the car checked out by my preferred mechanic in Arlington without much trouble even though it meant borrowing the car all day. I was asked to provide proof of insurance and sign a rental form without a fee which is fair and good business. The car checked out (it was in pristine condition).
I made a big deal about trying to negotiate a lower price for the car, I attempted to negotiate a lower price. I was told by both the sales person Tony and the manager that the price was essentially rock bottom and they could not sell it for any lower. In fact, they said they had been on the verge of sending the car to be sold at auction. Having had done weeks of market research, I determined that the price was actually quite fair given the low mileage, high-​end options, and the condition of the car. To find a better deal, I would have had to travel many states away (Georgia, Tennessee) and either drive or transport the car back and I just didn’t feel that effort was warranted.
I was also a difficult customer when I made a big deal about not wanting to fill out a credit application through the dealership since I financed the car through Bank of America because I was nervous that they might accidentally submit the application and then I would be stuck with two loans on the same car. It turns out, that I was wrong and even though BofA provides a letter stating that I am credit worthy up and they delegate responsibility to the dealer for processing a loan application and submit it to BofA. My mistake. The team at the dealership listened to my concerns and courteously explain it to me.
So my view is that pretty much all dealerships follow the same business model (with a few exceptions like Carmax) and have they all have similar margins and similar commission structures. The main differentiator between one dealer and the next is the service they provide (i.e. how they treat you) and their overall «honesty in business». On both counts, I felt this dealer in particular was great.

This was the most pleasant dealership experience I have ever had. I was looking to lease a C 300 and wanted to look at their inventory and test drive the car. I was driving the car I wanted within 5 minutes of setting foot in the dealership.
I ended up signing the lease for the car I wanted and I was able to negotiate the price to where I wanted it.
When Jonathan was showing me the car features, we realized that there was a problem with the car’s moonroof. He sent someone to pick up my car from my work the next day. They brought me a loaner MB and within 24 hours, my new car was returned to me at my work.
When my lease is up, I’m going back to this dealership for my next MB.

I have spent 4 hours in the Mercedes-​Benz of Silver Spring dealership today and it was horrible. I went in there to buy a 2016 GLE 350. I was putting down more than $ 17K on the purchase. I chose it about a week ago and had the car transferred to this dealer.
I had to turn in my lease from Mercedes, which was a 2014 E-​Class. Now, I got there at 9:47am this morning. When I walked in I told the gentlemen that I went over my miles and my salesman told me, «don’t worry we will work out everything.» I remember going to Mercedes-​Benz of Alexandria and they told me that they usually forgive miles (approximately 5k over lease contract if they can keep you). Well, I was over by almost 12K but buying a brand new truck and going with their finance company even though I could have gotten a better rate with my credit union.
I completed all the paper work for my new GLE and I worked out some minor damage regarding the E-​Class (scratches, tire had a bubble, etc. for $ 750). The salesman (Keith) who was dealing with me for the return of my lease shook my hand when we settled on the $ 750 for minor damages. I was told that I was done with all expenses for my lease car. He specifically said that, «you are done with this car.» They agreed to roll my remaining lease payments in my new car payment (a promotion they were running nationwide). I thought I was set, I had my new keys and almost out of the door.
Well, I remembered what happened to me in Alexandria (the other Mercedes dealership). They tell you one thing, and then you get a bill in the mail for another. I asked Keith for a copy of my receipt showing that I didn’t owe anymore on the lease (E-​350) and then he tells me that’s not what we agreed to and they would be charging me for the extra miles at the tune of $ 3K.
I was livid… they tried to act like they didn’t see the mileage earlier but that’s bullshit because they had the car since 9:47am and they drove it around. Second, they were going to let me believe that we settled on the lease car for $ 750 and go home and receive a bill (makes me angry just thinking about it). I hate dishonest care dealers and that is exactly what Mercedes has devolved into.
I went to them because of luxury. This would have been my third Mercedes in 4 years. And get this, my husband was getting ready to buy the the S50 coupe for $ 113k. They through all that away for dishonest care dealership practices. Especially, since I walked in saying I went over the miles.
Please don’t got to this dealership. They are dishonest and not worth your business. If you work hard, and now want to celebrate your success, please don’t do it with this dealership. Their practices were just horrendous. I was there for 4 hours and left empty handed. I demanded my money back. They didn’t even try to comprise with me and say. We would forgive 5k miles and just pay $ 1k. Nope, they pulled this when I had the keys of my new GLE and was about to leave.
I want to warn others who are in the market for a luxury vehicle. This is not the dealership for you!

Worked with Jason and had a great experience. He was very professional and easy to work with. I especially appreciated that he was happy to communicate via text. He was never pushy and gave me all the time I needed to make a decision. I knew he gave me a great deal right away based on experiences with other dealers which demonstrated he was very trustworthy and honest. Highly recommend asking for him if you are looking for a Mercedes.

I purchased a CLA250 in December and had ignition issues with it a few days later. The dealership had it towed and worked on it promptly. They were professional and attentive. My sales person Pascal Bonhomme and the GM Jim Elefantis went above and beyond to ensure my satisfaction regarding the purchase. I recommend this dealership very highly!

Thank you for resolving our issues.

Upon walking into the dealership, Khalil Nuri greeted us warmly and immediately tended to our needs. My boyfriend and I were looking to lease a new Mercedes but weren’t sure how the whole process worked. Well, at least I wasn’t sure! Khalil explained the whole thing in a way that was easy to understand and didn’t pressure or upsell anything that was unnecessary. When we learned we would need insurance immediately to drive the car off the lot he even sat with us while we called the insurance company to ensure we got a reasonable rate. His patience and helpfulness made what I thought was going to be a difficult transaction, easy and painless. We ended up with the 2015 CLA250 and couldn’t be happier with our service at this establishment.

Thanks to Ashlee, purchasing my new car was a truly positive, pleasurable experience. Ashlee is knowledgeable, personable, and patient. Had I been a woman purchasing a car on my own, she would have helped me to feel at ease with the process. As it was, my spouse came with me, and Ashlee seemed as comfortable with his «no-​nonsense, let’s make a deal» approach as she was with my, «I’m not sure I like it; can I drive it?» attitude. I can say with certainty that we will work with Ashlee again when the time comes to purchase another Benz. If you are in the market for a new/​used car please ask for Ashlee! You will be so glad you did!

I don’t usually write reviews but decided that because of the outstanding service I received you would like to know how my experience went. I called last week indicating that I was getting a defective light for my 2012GL 450 airmatic system. The initial rep was very nice and understanding as was able to fit me in on the requested date. Once I arrived I was presented to my service representative that had wonderful customer service and indicated that he will keep me updated as soon as he hears something from the technicians. I was offered a loaner vehicle and off I went with my day. I have had other experiences with another Mercedes-​Benz dealership and must say that Silver Spring offered an EXCEPTIONAL service from the moment I walked in the door. Thanks again for the great customer service!

Every time we deal with this dealership it has been amazingly bad. they tried to sell me a 2014 e350 that had brake issues. I got the same car in VA for 5,000 less with no issues. I brought my old merc (2005 e500) there for a suspension issue that they only fixed after swapping out random parts that cost me thousands. The issue ended up being as simple line leak. My wife purchased a used 2008 c300 there and there has been a problem with the tire sensor ever since she bought it. She brought it in again on friday and got it back today. They told her it is fixed. Now the sensor is completely inoperative and the light is back on. I guess that is one way to do it… try to disengage the sensor. Worst dealer I have every seen. thank God VA is not that far away.

My left low beam and my right parking lights were out. With the kind of reviews I’ve seen for a C300 on Google, I expected a complete ripoff. These guys put new lights in and did not charge me any labor. Got it fixed for $ 20!!! A satisfied customer!

Came to this dealer looking for a CLA 250 Mercedes Julian Chin greeted me and my friends immediately, remembered me by name, awesome personality, hospitality and professionalism. Not only he found the car I wanted but also took me for a test drive with the car I wanted. Red CLA 250 2015. Beautiful btw the car ride was awesome and smoothly. He explained every detail inside the car and how you can drive it in different ways, economic, sports and manual. Even set up my phone with the Bluetooth. Save me the hassle haha
Julian and the whole staff was great found me the best deal and the lowest APR % for the loan car. So far the best experience I’ve had a dealership. Julian again made me feel comfortable with the whole process. He explained every question I had and made sure I was highly satisfied. Even introduced me to the manager and other coworkers. Offered us refreshments etc.
I highly recommend you check out this specific dealer I drove over 35 miles to this dealer to find the car I wanted. I am so happy with my new car.

Time to buy/​lease a new car led me to many high-​end luxury dealers across our area. Once I zoned in on the car I wanted to get, the next process was where to get it. As an Arlington Virginia resident, I really didn’t want to schlep to… Silver Spring (passing MB of Arlington and EuroMotors/​Bethesda along the way), except for my new friends at Mercedes-​Benz of Silver Spring. Their no –nonsense approach over the phone (Julian Chin) made this decision a no-​brainer. It started with a Saturday morning (9a phone call to them) to me driving home at noon with my new Mercedes B Class. I never had a more expedited car purchase experience in my life! Thanks, Julian and MB of Silver Spring!

Two stars in this review because it’s believable. This isn’t going to be pretty.
Let’s briefly put in some context. Mercedes-​Benz is enjoying a high volume of sales and overcame the abysmal years of what was Daimler-​Chrysler, now sporting the slogan, «The Best or Nothing.» Fitting, considering they’ve won last year’s Formula 1 title.
I have owned my C-​Class for several years now, and am extremely satisfied for its ability to withstand the abuse it goes through. Still hums like it was new. Equally impressive has been the service I’ve received from the last few dealerships I’ve dealt with where I used to live. Again, true to a standard of excellence defined by, «the best, or nothing.»
So what was rather odd upon meeting my newest local dealership was the level of customer service I’ve received here at Mercedes-​Benz of Silver Spring. The Parts and Service Department was where I was focused, and dealing with the Service Desk was not an enjoyable experience, at all.
I was in the market for some tires (and let’s just say I am very familiar with tires, OEM does not necessarily mean better… ahem, Continental, ahem). So in inquiring with the Service Desk, I was asked for the size. I stated the rear size, and then the front size (W204 Base Sport has staggered fitment). Weirdly, I was corrected. «They should be the same size, sir,» she said. I stood silently, confused. «Well…maybe for the 4matic, but I have rear wheel drive, so it’s different.» And immediately, the retort: «No I’m sure they’re the same size. Bring your car around to the garage and I’ll have to check.» She then asked me what car I drove, and I told her. No response. Shocked, I walked all the way back to my car (now, usually from past experience this is where the service advisor should come see your car, but this didn’t happen).
Whatever, no big deal, bring it around and pulled in. She doesn’t check my car, so I come back in. She’s on the phone; understandable, so I wait. Then the gentleman at the desk proceeds to help me, and the issue is settled with me being continuously interrupted and ignored for other customers, and eventually not buying the tires. I purchased an oil filter (a Silver Star tech taught me), and I requested at least for a car wash to get the salt off my car.
Now, I understand there are stereotypes associated with owners of these kinds of vehicles, and I get it. Unlike the stereotype, I stretch my dollar, as do most nowadays. But I respect the integrity of the brand, and I respect the privilege of owning a great, solid piece of engineering. As a customer of the brand classified as luxury, I would hope there would be some level of luxury in service. «Honestly, no, we’re swamped.»
Two things. First, the golden rule of customer service is to satisfy your customer. I believe the best response would be to state how long it would take to receive such a service, and let the customer decide whether it is worth the wait, or that it isn’t. Second, I observed that «swamped» staff involved a lot of walking around by service techs, service advisors, and the two service desk employees I dealt with, but seeing rather few customer interactions (there were several that interrupted me to complain at the Service Desk) in general. As an organization development professional, this is a red flag, not only for Mercedes-​Benz, but by any standard.
The best, or nothing. The prestige, mission, and vision of the brand should not only be reflected in the product, but also in the service provided by the company to its clients. My initial experience with the Service department at Mercedes-​Benz of Silver Spring not only detracted from my mind of what Mercedes-​Benz as a whole represents and hopes to achieve, but also denigrates the customer experience to that comparable of mass market automotive mediocrity.
Here’s to you, Toyota.

Terrible customer service. Went for a scheduled maintenance and a trim recall for my E350, went to see the service advisor, told me to wait until he was free, waited 20 min before getting any response, and then the receptionist said she was going to take care of the service, checked the car and asked me to have a seat before the loaner car comes, and after another 20 min an Enterprise guy shows up and says he has a toyota for me, I asked the receptionist about the same and would never agree to get a toyota when it was a scheduled service appointment and I saw atleast 20 loaner cars parked in front. On not agreeing to get the enterprise «toyota» the service manager who had promised about the loaner car since 2 days says they are out of all loaners and finally after another half hour comes back with a C class loaner which is not cleaned from inside, had drink spills all over the center console and seats with food crumbs and smelled like puke. Went back and got the car switched,
Would never give my car for servicing at this dealer, and would never buy any cars from here. Euromotors is far well professional and has a great service and sales team.

My c240 died in the middle of colesville rd rush hour traffic. Being the size & mentality of a 26 year old child… Pushing the car solo off the road sounded like a «NO thanks». I called the Mercedes 1−800# and they sent towing service to deliver to this Mercedes location for repairs.
The customer service was excellent — especially the receptionist, Theresa & Michael Schildt, our case advisor. They were kind, attentive, quick, & direct. Turned out to be a faulty «crankshaft position sensor». Whatever that isss… It’s fixed & the car is moving again as it should. They offered complimentary loaners (nicer than the model I had) & the car was picked up the next day. Much appreciated !

This review is dedicated to Mr. Chris Costlow, an outstanding service advisor, a diligent and truthful guy, a real human being.
I’ve been servicing my cars at the Silver Springs Dealership for 6 years now. While owning and maintaining a Mercedes (or a couple of them) isn’t always the cheapest of things to do, Mr. Costlow made every trip to the dealership worth every dollar. Two years ago, I had a tow hitch installed on my GL, and Mr. Costlow went above and beyond to make sure I had the best service, calling germany (he had the hitch custom ordered) directly, and installing a brake controller — one that I bought and asked to be installed.
Working with Mr. Costlow as a service advisor has been a pleasant experience for me, I could also tell he has an equally effective team of technicians and mechanics. I especially like the way they immediately attend to customers, for me, it’s a step in — step out move, I simply bring my car in, they hand me the keys to a loaner car — usually a crisp new Mercedes Benz, and off I go.
Overall, the Silver Springs dealership ranks higher, way beyond other Mercedes Benz dealerships I tried in the past. The Silver Springs dealership is by far the cleanest and best equipped, the waiting area is well lit and spacious, free wi-​fi, comfy chairs, and an ultra-​modern dispenser for various types of coffee (s), they also provide snacks & fruits, bottled water, and a private office-​like waiting area if you needed a place to conduct business away from the general waiting area.
I highly recommend this dealership, and the expertise of Mr. Chris Costlow. A word of advice to the corporate office, the so called decision makers; please retain and reward faithful workers. We like seeing familiar faces, especially those that have been delivering excellent services and keeping us the customers happy, after all, we the customers are your real bosses!
In case you’re wondering, this review is from a real customer, and I’m not Mercedes Benz affiliate.

I went to pick up my vehicle from Mercedes. After enjoying the loaner car. I arrived to the service department with a bill higher than quoted. I didn’t get upset I was more so frustrated. As I was rushing trying to get out of there after paying my bill, all I could think about was how I wrote a nice review and then I get this. As im driving I looked in the car and found that the part they quoted me for was installed as a courtesy for my business and loyalty as a customer. The red team has again won my vote… thanks Anne. .
Shout out to Diego in parts for great customer service

I tried them about 10 years ago and did not like the experience, went to American Service Center in Va. Recently my wife wanted to lease an E350 and they had the car she wanted. I was concerned because of my previous experience with them. We got the car from them and the sales staff was good.
Recently we had to have the car serviced and they were as bad as i had imagined. Every step of the process was slow, and sloppy. Communications was abrasive.
Fail overall. Going elsewhere (maybe back to VA), will recommend the same for others