Mercedes-Benz Of Reno

Taking my Sprinter to MBReno for service turned out to be the worst service department experience I've ever had at any dealership ever! They definitely didn't live up to MB name plate and tradition of quality customer care. This was my first and last time I'll go there. I scheduled routine service and a couple recall items about 2 months in advance. After dropping off a day early, they didn't even begin on my vehicle for a week. So why schedule to drop off when they aren't able to work on it? Loaner car? Forget about it! They knocked out the recall items quickly so I thought things would go well after that. Nope! Before they completed the "routine 80k mile service", I was bounced between 4 service reps and ghosted for weeks. About 6 weeks after my initial drop off and numerous calls, emails, texts all the way up to call the General Manager- Steven Herrara (*sp) and another Manager named Derrick, I still had minimal response and the work was still not completed until the last couple of days. When I picked up my van they did reduce the original quote for my "troubles". But I honestly don't care about that because I'd rather pay for and have a good customer experience anyday over the frustration of dealing with MBReno staff and phone system ever again. On my drive home 2 hours away in Nevada, I discovered that two items I asked them to fix resulted in them actually breaking and making other things worse than before I took my vehicle in. l'll be going to another dealer to get repairs done to fix work that MBReno did (radiator housing, broken window & mirror controls, and cosmetic work on the door panel). This now causes me to have doubts in quality of all the other they performed. MB Reno displayed they do not have the staff to manage the volume of service related to Sprinters that they take in. From the top down, they also displayed a severe lack of customer care to live up to their promises. Sales guys were cool and one guy in service was cool too. I actually feel bad for them because I'm sure they are aware of the problems and they're just trying to make ends meet for their families. During the time MBReno had my vehicle for what should have been a two or three day service, I had to postpone travel plans, rent a car, and get the run around from their service department staff for weeks....definitely not acceptable, professional, or worth the headaches. Sales guys make customers, service guys keep customers. MBReno just lost one.