Mercedes-Benz of Naperville

I 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.