Customer Reviews of Mercedes-Benz of Naperville
Review type:
Terrible experience — overcharged, misled, and my key is now broken
by Lindsay Jiang on 05/25/2025I brought my 2019 GLC 300 to Mercedes-Benz of Naperville on May 16, 2025, for routine service. I was quoted $3,199.24, but was only given a vague handwritten estimate with no proper itemized breakdown. As someone who doesn’t know much about… cars, I trusted Mercedes-Benz because I expected professionalism and transparency. Instead, I was met with the opposite. My advisor, Nick, told me these were essential services needed between 55,000–60,000 miles. He said they were manufacturer-recommended for my mileage, so I believed him. Later, after asking several times, they finally gave me an itemized breakdown and that’s when I realized how inflated some of the charges were: $729.95 for spark plug labor $266 for a brake fluid flush labor Over $1,000 for a transmission service When I questioned why I was never shown an itemized invoice beforehand — and only received one after repeatedly asking — they completely shut down the conversation. When I brought up the lack of transparency, the only responses I got from the service manager, Mike, were things like, “No one forced you,” and, “That’s why you learn to don’t sign next time,” among other rude remarks. Completely unprofessional. I wasn’t even notified when my car was ready. I waited all weekend, only to find out they had texted a relative out of state by mistake. On the pickup day, I called several times during business hours asking for a status update but no one pick up. The shop closes at 4 PM, so I called again and finally someone picked up but all she said was, “Sorry, service is closed. You just can’t get your car till Monday.” When I asked why no one contacted me especially after I had specifically asked to be called or texted when the car was ready — she said, “I don’t know.” I asked to speak to the manager or my advisor, and she said, “Sorry, nobody is here, they’re all off. There’s nothing I can do.” No apology. No accountability. I was left without a vehicle for the entire weekend. And then there’s the key battery issue that I found out later: I was charged for a key battery replacement, but they installed the wrong battery, a CR2032 instead of the correct CR2025. It’s thicker, and it looks like they forced it shut. The key is now jammed and unusable. I’ve attached a photo. This is ridiculous. They claim these prices reflect work by licensed professionals, yet they couldn't even get a basic key battery right. As someone from a Mercedes-owning family, I expected much better from an official dealership. We won’t be coming back. I’m taking my time to write a review like this for the first time because I genuinely hope others will take notice.E400 Service
by E400Sedan on 09/16/2024Went in to have a tire replaced under road hazard insurance and the tech noticed an issue with the rear sub frame, requiring it's replacement. Both my tech and service advisor were amazing. The tech walked me through the issues and what… was needed and my service advisor managed to secure a last minute multi-day loaner. Issue was fixed and my car returned a little earlier than expected. Thank you again for another job well done.Hi, we are very happy we could provide you with a positive experience! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!
Please avoid the service center at all costs
by Jyothish on 08/21/2024updated 08/28/2024The service is absolutely the worst you can get here…. I have bought all the service plans when I bought the car with these guys….I have been trying to reach my service advisor Nick for 2 months now and I have not heard back from him about… my windshield replacement….He told me he ordered it but never did….I was able go in and order via the parts section, but when it came in, now I am unable to schedule an appointment to change it….they make you jump through a lot of hoops to get what you pre paid for…. The buying process was seemless but the service not good at this place and I would definitely not recommend the service plans and protection plans from them….Hello Jyothish, thank you for taking the time to leave us feedback. We have shared your experience with our management team for review and follow up.
Great Service
by CCkane21 on 07/18/2024Eric and Kevin kept me up to date and informed with what was going on with the service on my car. Both were very helpful and understanding!Hi, your comments keep us motivated and working hard for all our guests! If you ever need help, just give us a call. Happy motoring!
Great Service Experience!
by TRobinson on 01/03/2024Kevin was my assigned Service Advisor and did a great job with explaining all the different services I needed for my GLC. Was very knowledgeable and helpful, overall had a great experience!Hello, thank you for your positive review. We're happy to have been of service to you. Don't hesitate to call us if you ever need anything. Be safe on the road!
Outstanding customer service at Naperville Mercedes
by Ray Kubacki on 11/21/2023Kevin Vosburgh totally understands customer service..he makes everything so easy and hassle free. He is truly outstandingHi Ray, we're happy you found our staff to be so supportive during your experience here at Mercedes-Benz of Naperville. If you're ever in need of more help, please let us know!
Pre Scheduled Service Appt
by Service Exp on 11/11/2023I always have an excellent experience with the service dept. This time addl work required that required leaving the car overnight. I was offered a loaner without asking. Received a call the next morning the car was ready for pick up.… In addition, MB Npv provides excellent customer service in all departments based on my many years.Hi, our Staff is dedicated to providing all our guests with outstanding customer service and quality work you can trust! If you ever need anything else from us, Don't hesitate to call us if you ever need anything. Be safe on the road!
Service repairs
by Alfredol on 11/04/2023Just great professional service from the whole service teamHi Alfredol, thank you for your positive review. We're happy to have been of service to you. Don't hesitate to call us if you ever need anything. Be safe on the road!
Service advisor Manuel and Nick
by Gregoire on 10/27/2023Regarding a warranty on a crankcase vent. We now live in Iowa and truly miss the great service relationship I had with Auto Nation. My check engine light came on using an independent Mercedes Benz service center they fixed the problem. I… received a warranty letter from MB. Called the Naperville MB dealership spoke with Nick who spoke to someone in warranty,saying the repair would be covered . We were in the area 10/19/23 met with Manuel with several yes and okays he made a copy of my service invoice and sent it in to warranty dept and said I will or should receive a refund in four to six weeks. Amazing and many thanks!Hi Gregoire, it is great to read such wonderful comments about your recent experience with us! Don't hesitate to call us if you ever need anything. Be safe on the road!
mercedes
by tristan on 10/22/2023my experience has been interesting some things got done the others didn’t.Hi Tristan, thank you for taking the time to leave us feedback. Please contact us at (630) 537-0312 so we can work with you to make this right.
5 stars
by JosephM on 10/18/2023Very attentive and prompt!Hi, your wonderful feedback and rating mean a lot to us. If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!
Always Take Care of Me
by cageyone on 10/06/2023Have only used this dealer since 2008. No matter the problem, they’ve always fixed it and taken care of me so that I feel happy to have used them.Hi, thank you for your positive review. We're happy to have been of service to you. If you need more help, our team is available to talk -- safe travels!
Service at Naperville
by qlt8001 on 09/25/2023job done in 1 hour with fair priceHello, thank you for your positive review. We're happy to have been of service to you. Don't hesitate to call us if you ever need anything. Be safe on the road!
Naperville Mercedes Service
by Archie H. on 09/22/2023Great experience, both prompt, professional. Rich Weldeval is an incredible service rep and always explains what they need to do and why. I enjoy how he makes sure Im.satisfiedwith the service. Incredible job!! Thanks Rich.Hi Archie, our Staff is dedicated to providing all our guests with outstanding customer service and quality work you can trust! Don't hesitate to call us if you ever need anything. Be safe on the road!
Excellent Customer Service
by Janet B. on 09/07/2023Outstanding experience! Work was done per my request, and car was ready when promised (with a loaner provided). Service rep, Rich Wildeveld, kept in communication.Hi Janet, it is great to read such wonderful comments about your recent experience with us! Don't hesitate to call us if you ever need anything. Be safe on the road!
Service Department
by Wesley Hauk on 09/03/2023Adam, our service coordinator is an excellent individual who went above and beyond. His expertise with insurance and service really helped us. He had an excellent handle on communications and coordinating with us and all departments… involved. He should be elevated as a manager soonest!!!Hi Wesley, we're happy you found our staff to be so supportive during your experience here at Mercedes-Benz of Naperville. If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!
A8 Service for 2018 E300
by Jerry B. on 08/27/2023I took my E300 in for its 70,000 mile A8 service to the Mercedes dealer in Naperville. I was checked in, given a loaner, and out the door in about 15 minutes. I’ve had all my service done here and wouldn’t consider going any place else.Hi Jerry, our Staff is dedicated to providing all our guests with outstanding customer service and quality work you can trust! If you ever need help, just give us a call. Happy motoring!
Great Customer Experience
by Danice Boyd on 08/24/2023Adam - my service advisor was very thorough and addressed all my questions about my service visit. He was timely in his communications with updates and even applied a discount on my service.Hi Danice, thank you for your positive review. We're happy to have been of service to you. We're happy you found our staff to be so supportive during your experience here at Mercedes-Benz of Naperville. Drive safe, and we'll see you on the road.
Smooth Maintenance
by Scottxi on 08/16/2023Nick helped me with the recommended maintenance and some other issues. He is patient and extremely knowledgeable.Hello, we're happy you found our staff to be so supportive during your experience here at Mercedes-Benz of Naperville. Don't hesitate to call us if you ever need anything. Be safe on the road!
Repair of sedan with engine noise
by Charlie on 08/15/2023Frank in service reached out immediately to assure Barbara was not delayed during the drop off of the vehicle. He provided a loaner for her convenience. Once diagnosed, the repair took a bit longer than planned. However, Frank did reach out… to say it was done a day earlier than planned. Over the experience was good. Frank did a good job communicating but the repair was very pricey. There is a large amount of trust when the customer is given a report of repairs needed. There are no images of damaged parts or replacement parts. Customers have to trust what they are told. With that being said, I do have a great deal of trust in the Naperville team.Hi Charlie, thank you for your kind review; we are happy to pass along your comments to the team here at Mercedes-Benz of Naperville! We sincerely thank you for the positive review, and look forward to seeing you again soon!
Difficult to Diagnose
by Raymond on 08/05/2023Shifter was hanging up on my 2018 AMG C43. A couple of restarts would free it and cycle out the Check Engine light, making trouble code retrieval difficult. The service department figured it out and replaced the steering control module, and… so far the problem has not recurred. I admit to being disappointed that a life-of-the-vehicle part would fail at 8,500 miles and just out of warranty, but that's not the dealer's fault. My experience in over 10 years with both this dealer's sales and service departments has always been positive.Hi Raymond, we appreciate your input. Glad to hear that you are consistently impressed with the service we offer here at Mercedes-Benz of Naperville. If there is anything more we can do for you, please don’t hesitate to reach out. Come back and see us any time! Take care!
Mercedes-Benz GLC-Class
Mercedes-Benz GLE-Class
Mercedes-Benz C-Class
Mercedes-Benz GLB-Class
We make it easy - we'll buy your car with a check that you can deposit the same day, our pre-owned vehicles come with a 5-day return policy* and we'll even sanitize your vehicle so you can buy and service safely. Now that’s easy. Schedule an appointment today!
*Money-Back Guarantee is valid for 5 days or 250 miles, whichever comes first. See store for complete guarantee, warranty and service contract details.
- Complimentary Coffee
- Complimentary WiFi
Hi Lindsay, we appreciate you taking the time to respond. The staff at Mercedes-Benz of Naperville take our reviews very seriously. If you'd like, please contact our General Manager at (630) 537-0312. We'd appreciate the chance to make your experience a positive one.
by Rowan Tanner on 05/26/2025