[SOLVED] I am the type of person to go out of my way so I can put in a good word for you, and I really dislike tarnishing anyone's rep, but the service I received was simply very very bad. Hope they can improve this and are willing to rectify this issue at which point I will edit this review!
I had locked my keys in the trunk of my S-class, and they said the only way to get into the trunk was to order another key for $560. Thinking it was the only option I agreed. What they didn't mention was that there was a second option to order just the physical key for $90 which would solve the same problem, I learned this from my friend and the parts department from MB Heritage Valley. After calling back and explaining how I was upset they did not let me know about this second option that was cheaper (and quicker as the physical key actually came in before the remote key), they mentioned there was no way to cancel the remote key which was $400+.
I am very sad that they do not provide expert advice here and further, I am shocked they will not take responsibility for their mistake. It is an embarrassingly poor standard of business practice for such a luxurious brand. Currently, the best they are willing to offer me is a 15% discount, but are not willing to refund the remote key despite it being their mistake of not letting me know there was a cheaper and quicker way to solve my problem.
This is an active issue as of June 13, 2020 so hopefully they will read this and address it - not just avoid it and reply to just the 5 star reviews. If they respect their reputation and reach out, I will gladly update this review.
Edit: June 15, 2020
I spoke with the service manager and he helped sort this out quickly. He provided me with the option to purchase just the physical key or work out something on both. I have upgraded this rating from 1 to 3 stars as they were able to solve the problem, but it was still a headache and unnecessary stress.
I purchased a 2019 CLA250 from the amazing duo Dari and Rollie from Mercedes Benz Edmonton West! They made the experience amazing with zero sales pressure and excellent customer service. They were patient, attentive, courteous, and delivered on all promises made! The delivery of the vehicle was so sweet as well as the congrats from Yoshi. Faye in Finance was just lovely to deal with. Knowledgeable and quick to complete our financials. Overall the entire staff at this dealership is just amazing! They BEST car buying experience I have ever had!!! Forever a MB customer 🖤
Amazing experience from sales to finance. I had a very bad experience with Heritage Valley a day earlier, and even though they’re not related- the amazing staff like Dharam Taylor and Derrick Howard tried everything they could to go the extra mile and make the experience phenomenal. Dharam is dedicated to making his clients happy, and it absolutely shows in his passion and drive. If you go here, ask for him! You won’t regret it.
I’ve had the best experience possible purchasing my vehicle with this dealership! If you are looking to purchase a vehicle from them I recommend you ask for salesman Mark Ammar. Sweetest and most professional. He was always available for questions, checking up on me (even after the purchase), took the time to walk me through the vehicle. From my experience with Alex to the dealership itself I have nothing to complain about. The entire staff is friendly and ready to help. Thank-you again to the whole team and hopefully I’ll be back for another car soon!
I had left a review previously for a transaction that I WAS happy with at the time of purchase based on some after-sales promises that were made during the negotiation process.
On our initial purchase two years ago, we were promised features and were shown internal documents by our salesman that we later found out we shouldn't have been shown during the negotiation stages. Those promises were made and then broken which left us less-than-satisfied.
Not only that, but I originally wanted to purchase a cabriolet but our first salesman (no longer employed) swayed us into a coupe citing safety concerns as well as price point. Though we did feel we got a "good deal" on the initial purchase, the missing features and service issues we were having in relation to the promised but missing features was enough for me to throw in the towel. The process felt rushed, the delivery process and feature explanation was quick and there was next to no after-sales care.
After having some service issues with the vehicle we initially purchased, I finally had enough. I walked back through the dealership doors feeling pretty defeated. Ben was there and he greeted me warmly. He took the time to listen to my concerns, apologized for the service we were previously provided and did everything in his power to make it right for us.
Owning a Mercedes has been my car dream. I've had a newspaper cutout on my fridge for years and I had always thought it would be an unattainable dream, but here we are!
Throughout the entire process, I truly felt like Ben went above and beyond to exceed our expectations. This time around, it felt like we were definitely buying a luxury vehicle.
I'd also like to give Rob a special mention as well. He was the sales manager that helped us put a favourable deal together. He was set on ensuring we were happy with the purchase, was NOT pushy at all, gave us time to think about it and took the time to get to know us as PEOPLE not JUST people buying a car.
Faye Tunke in the finance department helped us again with the paperwork and documents. The process felt very smooth and it was an extra treat to have them complete the registration on our behalf.
Fast Forward a few months and I am having some issues with the ceramic coating on the vehicle. The Detail manager (so sorry, I forgot his name!) was happy to take a few minutes out of his day to explaining to me how to properly care for the paint on the vehicle moving forward.
Ben remains responsive to inquires after the sale and I definitely do not feel like I have been left to fend for myself with questions or concerns.
Thank you again Ben, Rob, Faye and all of those who have been involved in bringing my car dream to reality. I am forever grateful.
Westend Mercedes Was very accommodating with our needs the minute we walked through the door.
“Alex” our sales representative was more then willing to deal with us and give us the best options available. His sense of humour made us feel at ease. Total experience was exceptional and we are totally enjoying our new car.
Thanks again Alex and Yoshi (Manager) and the rest of the team for a great experience. I would recommend this dealership to anyone looking for a new Benz!!
Conte Family.
This dealership was phenomenal. Dari was by far the best salesman I have ever dealt with in purchasing any vehicle. He treated my wife and I exceptionally. We went in to purchase one vehicle and ended up with a much better vehicle based on his excellent advice. I would recommend this dealership if you are going to buy a car at any budget. Visit them first. The service was exceptional from top to bottom. I cannot say enough good things about the staff from the manger to the sales team. Dari outdid the competition at all other dealerships and I spent time at them all. I can say without a shadow of a doubt this has been my best car buying experience to date.
They have the worst service I’ve ever encountered. I leased a brand new car back in November, which had problems with the heating system from the get go. I returned it to them and they kept it for 2 months (throughout the cold weather) not knowing what the problem was. After that they returned it to me and said there was nothing wrong with the car (at this time the weather got better). I asked for a new car, since the heating problem persisted, but the service manger insisted that there was nothing wrong with the vehicle (even though the sales manger agreed with me and also thought that I should get a new car). After complaining to Mercedes Canada, who said they have no control over the dealership and can’t help me whatsoever, I got a call from the manager who told me that he’d email me options for buy out the next day. A month and a half later, I still didn’t hear from him, so I called him and realized that he had completely forgotten about my case when he gave me a bogus excuse and informed me that it would be very hard to swap out of my car and that it would be very costly to get the same car as I have. All in all, I can definitely say that they have the worst service ever. I don’t recommend any one who lives in Edmonton to buy the A class, as you will freeze to death in our cold winter. Also, don’t buy from this dealership as they have terrible service.
I bought a Mercedes GLE COUPE from this dealer and I did receive the best customer service specially from the seller Ben Saleh. He was very quick and always available to answer any of our questions. The car was delivered on time, and he made us a wonderful deal. I Would be very motivated to do business with this dealer again.
I just bought a 2017 C300 4matic from MB Edmonton West. I have been coming here for parts many as of previous Mercedes I owned. Andrew in parts is a great and same with the rest of the parts staff. I have called many times pricing out parts. The service department is great too. I will be honest here with older models that don't have warranty. I understand that dealer is the last place you'd want to go. But sometimes you just gotta. Then you know the job was done right. This was my first time dealing with the sales staff. As I had a 09 C300 4matic bought elsewhere that broke down. So MB Edmonton west it went. I was asked if I wanted to trade in. I said no the first time but had a look at what was on the lot. I called up Ben to come see the car. My experience was great. Ben was a joy to deal with same with Kevin and Faye. They only asked and the car sold itself. That's what the best of the best does.
Great place to buy a car! I had a fantastic experience working with the sales staff, especially Alex who took care of all my questions and made sure I got exactly what I wanted in a car. Very happy with the service!
Ben made sure my husband and I had a wonderful experience buying our very first Mercedes. He helped us find the perfect SUV for our family and took significant time ensuring we were familiar with all the features . So very helpful both with the initial sale and with followup afterwards. Thank you Ben!!!!! Also thanks to Kevin in finance for his assistance.
I highly recommend this dealership if you are looking for a exceptional customer service.
Just picked up a 2015 Subaru WRX
With the amazing help of Dari Mahfouz
Hes very passionate about cars and not pushy he genuinely wants you to get a car you’ll love! There customer experience is amazing everyone is super friendly and helpful! Was a speedy and hassles free purchase definitely a great place to buy a new car! Thanks Dari!
I didn't purchase a vehicle but was apart of my partner's experience in buying a new vehicle. Craig & Faye were fantastic. Made the entire process easy, quick & there was never a sense of pressure. I highly recommend this dealership, Craig & Faye. Thank you 😊
I want to thank Mercedes West for the best experience at a dealership I have had. I never at any point felt pressured to buy anything and Craig was nothing but accommodating, knowledgeable and great to deal with. Even Faye in finance was easy going and made the process a breeze. I never saw myself being someone who would own a Mercedes or even enter the dealerships. But if the service keeps up the way it is, then I could see myself potentially being back. Thanks again Mercedes West.
Dharam Taylor is an absolute pleasure to work with at Mercedes Benz Edmonton West. He was professional, friendly, prompt and organized. This was my sixth Mercedes Benz purchase - I knew what I wanted and Dharam worked hard to get me the best trade in price. Buying a vehicle from Mercedes Benz is a positive experience, unlike any other dealer. Once you own a Mercedes Benz you'll always own one...the best or nothing!
Go see the MB West team, Dharam Taylor in sales, Minh Thu Lam in finance and Darcy in delivery - I highly recommend them all!
Super satisfied with the whole experience :)
I (Brenda) bought a C series vehicle from Rollie (Roland) Poon at Mercedes Edmonton West. It was the best buying experience a person can ask for. Zero pressure. Before driving away all options on the vehicle were explained and performed. My comfort level and knowledge of the vehicle was at an extremely high level for a new owner. When I came back for services I was treated with the utmost respect and top notch service from the department. Previously a BMW owner I will remain a loyal customer to Rollie at Mercedes Edmonton West. Special thanks again to Rollie, Yoshi and the service department.
Clients test drive cars all the time alone and when I called to make this request at the west edmonton location the first team member I spoke with said he needed to speak to a manager and call me back.
When I received a call back the team member said that absolutely I could do this however the dealership didn’t have a plate to put on the car (I’ve never heard that one before) and I would need to come in tomorrow...I said I couldn’t come in tomorrow so would call back at a later time.
My schedule cleared up and I could accommodate 10AM the following day, so I called the sales team back and spoke to a new team member who said that was great news and clients take cars out alone all the time (usually for an hour) to get a feel for the car after a photocopy of licence is taken and credit card hold.
After this was said and done I received a call from the first team member I spoke with-he left a voice mail saying he spoke to the manager again who says I wasn’t able to test drive a car by myself?????? I won’t be going to the west location now.
Having our car written off in a recent accident we decided to head to Mercedes-Benz Edmonton West. From the moment we arrived our preconceptions of "just another dealership" were immediately thrown out the window. We were kindly greeted by Manny who professionally walked us through our first Mercedes-Benz purchase. He, (together with the support of the team @ the Mercedes-Benz West location) never disappointed and went above and beyond to make sure that our first Mercedes-Benz purchase was "that extra special".
My thanks to Manny and the staff of the Mercedes-Benz Edmonton West location for all the effort they have given us. We can't thank you guys enough!
2019-10 I saw the vehicle I was interested in on line and as a result I telephoned Mercedes Benz Edmonton West and asked to speak with a Manager. I was transferred to Rob LAM (Sales Manager) and in every aspect of my interaction from that point on was treated in a respectful and honest manner by Alex QUINN (Sales) and Faye TUNKE (Financial Services Manager). Rob is a total professional, articulate and fair in all his dealings with me. I can honestly say that my overall past impressions of many in the motor vehicle industry has been sometimes less than stellar but Rob has restored my faith in the fact that you should not judge everybody by the same standards. He met the high bar of exceptional in every respect. After we made a deal on the phone Rob had Alex interact with me in all other aspects of my purchase of a very nice 2014 MB ES350 Cabriolet which I flew out to drive back to my home. Alex was exceptional in that he looked after every minute detail that I could possibly have asked for from the time he picked my up at the airport to drive back to the dealership to a follow up call he made to me a week after I got home. Well done Alex. Part of the interaction at the dealership involved the customary visit to the Finance Dept for payment and explanation of options regarding warranty/service etc. Faye was also very professional and fully explained important options to me which I truly appreciated. Thanks Faye. I would be totally remiss if I did not give a very positive 5 star shout out to the dealership detailing area for the excellent, professional job they did on the entire vehicle. It looked as brand new as a 2014 model with 19,000 plus km on it possibly could. Great job by all involved.
I am hopeful that if I experience any difficulty going forward with this vehicle which I intend to summer drive only that MB Edmonton West will treat me in the manner to which I am now accustomed. THANKS TO EVERYBODY.
Rollie is the best sales associate I have ever dealt with. He is an absolute gentleman, truly treats you like family. I bought my first Mercedes from Mercedes Edmonton west and couldn’t be happier. Fantastic dealership. Highly recommend.
Andy Sun is the best sales representative! I have always been driving Mercedes, but this time, I decided to buy a different brand. However, Andy changed my mind. He is very professional and patient to me. He recommended me 2 different models based on my needs and he had a very detailed explanation about the new features of the car. He makes me loyal to Mercedes again. He also recognized a mistake of the contract, which saves me money! I really appreciate his help and hard work and definitely recommend him!
I bought E53 convertible Great dealership! And I don't say that lightly, I know most have a bad reputation. These guys are fantastic, are always willing to help, and keep the expenses to a minimum. From sales to service, all the reps are top-notch...but a special shout out to Ehab, he's never let me down!
Dari Mahfouz is very professional and helpful. I had a such a wonderful purchasing experience with my new 2020 SUV. Ordering to pick up is very smooth. Dari helped me went though all the new cool features of my new vehicle. I love it!
Dari is an outstanding salesperson to deal with. He is very professional and helpful with his sales approach, answering all my questions and made sure all my expectations were met. I would highly recommend Dari to anyone looking to purchase a vehicle.
Hands down the best car purchasing experience I've had. Mark Ammar was extremely patient (as I was so indecisive), professional, and accommodating. I was on a tight schedule and had to leave mid-way through my appointment however, Mark ensured everything was taken care of while I left to attend another appointment and within hours, my car was ready!
If you are ever car shopping @ Mercedes Benz Edmonton West, I highly recommend Mark as your guy, he will definitely cater to all of your needs :)
My husband and I have been BMW drivers for over a decade and I have to say we have never been treated so wonderful by a dealership. Dari was very patience with me as I was having a hard time letting go of my x3. I am very appreciative of the time he took. I really like my new Mercedes and I am now a loyal Mercedes fan thanks very much in part by Dari (our sales person) as well as the dealership as a whole. They were courteous, attentive and deliver on all their promises. We will definitely be coming back and will be referring our friends and family. Thank you again!
I started my search for new SUV online. The simplicity of this dealerships Website was amazing. I set up an appointment to view the car online, within 5 minutes Dari Mahfouz called to confirm the appointment and see if I would like him to have other options to test drive. His attention to detail was outstanding. Just through talking on the phone he set me up with the perfect vehicle. The colour I wanted was not on there lot, he got it delivered the next day. I can not express enough how impressed I am with his customer service. Dari thank-you for the best car buying experience I have ever had. I will highly recommend you and this dealership to all my friends and family.
Dari is such a wonderful salesperson to deal with. He is very professional and helpful. He took care of all the questions I had and made sure that everything was perfect for me. I would highly recommend Dari to anyone. I will most definitely deal with Dari again in the future.
Today I bought a Sprinter Van from the dealership. I'm always shopping around for Vans for my work. My sales guy Mark Ammar was superb; best I've ever dealt with..went all around to get me what I wanted!
Great service and atmosphere.
I'm coming back to buy my CLS from him!
If it's your first time at this dealership ask for Mark! he's a great guy he'll definitely get you what you need!
I can't give a glowing enough review about my experience with Mercedes Benz West. Dari was attentive, professional, and went above and beyond to get me into a vehicle I love. Unlike my experiences at other dealerships, I didn't feel pressured to buy, or pushed to purchase outside my budget. Dari found me a vehicle that surpassed my initial expectations, and worked diligently to ensure I was satisfied with every aspect of the process. I'm so grateful to both Dari and the entire M. Benz West team. If you're hesitating on what to buy, I highly recommend dropping in for a visit - you won't regret it!
Great experience all around! Dari made sure I got everything I wanted. I’m very happy with my new car. And I appreciate the great service.
Even a month after I bought the car I still feel like a valued customer. Dari is still very happy to answer questions and make sure I’m completely happy.
Very enjoyable experience. All the staff were very helpful and knowledgeable, especially our Sales Person Dari Mahfouz who went the extra mile for us even after making a sale which a lot of Salespeople in my past experiences would not have done.
Kathy and Gordon.
Had the pleasure of dealing with Dari Mahfouz of Mercedes Benz West. He made the process easy, and stress free. Very personable guy, I can now call my friend. Thanks for everything , would definitely recommend.
I had a very good experience working with Dari Mahfouz. He had excellent product knowledge, was prompt with his responses, and displayed a high level of professionalism throughout the process. In particular, I appreciated how he followed up with any questions I had after I had purchased the vehicle.
He recognized exactly what I wanted for a car and helped expedite the process to get me behind the wheel. I felt comfortable negotiating a price with him and his manager and was satisfied the overall result. I will be returning here in a few years for a new vehicle again.
I highly recommend Dari and this dealership.
We were very pleased with our experience buying our first Mercedes-Benz. Dari Mahouz was very accommodating. Wayne had some "deal-breakers' like the Run-Flat tires which simply would not have worked for us in the NWT and Dari worked hard to ensure they would be exchanged for what we need. He was professional, knowledgeable and open to what we asked for in order to purchase our car. The financing went smooth and we feel we were treated exceptionally well. We will certainly be back should we want to trade in this car in the next few years. We will recommend Mercedes-Benz Edmonton West to anyone, any time.
Very good and comfortable experience in my SUV purchase from Andy Sun. Everything was handled efficiently and professionally. Saved me lots of time. Faye is very helpful to help us setup paperwork. Highly recommend! Will buy again😊
Service has been excellent the entire two years I have been coming to Mercedes West Edmonton. They are attentive, knowledge and kind. The only complaint I would ever have is that they seem to always be very busy. The staff clearly give their best effort.
Sales most definitely won me over this trip as I was set to go back to Lexus before I arrived. They took ownership for mistakes made by a previous employee. They addressed my concerns and made every effort possible to keep me happy.
Have never posted a review but this dealership deserves one. We purchased our AMG C-43 over a year ago. From the initial purchase to the service everything has been seamless and done with professionalism and class. Staff are friendly and respectful. The service team is outstanding and care about your car. You can tell they take pride their dealership and in the Mercedes name. Well done.
Gary and Toni
Purchased our 2017 E400 online with Manny's professional, knowledgeable and friendly service. We are very pleased with the vehicle. it exceeds our expectations. It had been well detailed and prepared for delivery. Hence the 5 rating. Well done Manny
Service could be improved by the "business" department which seemed to be unable to explain questions pertaining to the extended warranty and simplify some of the jargon. They explained that I had to contact the service department to get an explanation and I should do a side by side comparison. Better service would have been for them to invite the service representative into the discussion. So I contacted the dealership in Calgary which is close to where I live. They answered all my questions in a friendly and kind way. I would have rated this area a 3.
Had a fairly pleasant experience at Mercedes Edmonton West!! Dealership overall had Avery good presentation as well as warm and courteous staff!! My sales rep Dari Mahfouz was very helpful and accommodating in our deal!! From check in to check out so to speak offering my son and I both drinks and something to eat while we waited! I would recommend him to local friends and family!!
Cheers and thanks again Dari.
Rob k
From the moment I step in the front doors my experience was excellent. Alex was my sales rep and he did not judge me for my rough cut clothing nor neck tattoos.
Alex showed me many models that were within budget. He also has a good judge in character and knew what models that would suit my life style.
I was catered with bottled water, snacks, and felt like I was their highest priority. I have previously owned a Porsche, Audi, Range Rover and Corvette. But personally my buying experience has been by far the best at Mercedes Edmonton West.
I could not be more happier for my summer cruises in my convertible. And no doubt my wife will be getting an SUV from them when we are ready.
P.S. you owe me a XL jacket.
Great dealership experience, very professional and friendly. I would very much recommend dealing with Dharam Taylor.
I would have appreciated a better trade in value from the manager.
My husband and I recently purchased a 2018 CLA250. Manny made an outstanding job of helping us get the car of our dream at a great price. He is very knowledgeable, helpful and attentive. He made it stress free and did not push us into making a decision. He gave us the best options.
He and his team exceeded our expectations and made us feel like part of a family. It was hands down the best buying experience we’ve ever had. We are very happy with our purchase.
I highly recommend Manny and team Mercedes Benz Edmonton West - overall score 10/10.
Extraordinary customer service and experience provided from the team from the minute you walk in, in comparison to other dealerships such as BMW. Particularly, I must give praise where praise is due - Manny from the team was extremely helpful in providing me the necessary knowledge that was needed to help make an informative decision. Very hospitable, didn’t feel any pressure from the guy (I hate when people in the sales industry do this, particularly time constraints). And he puts a twist in the customer service where it feels very personable, which you don’t really see in the industry. Overall, 10/10 would recommend, Manny, and the Edmonton West team.
Got an invitation for one of there sales events. Did standing around with nobody helping us out. Finally a young gentleman (with eyeliner!!) said somebody would take care of us right away. We left after another wasted 45 minutes without someone even talking to us. Not a place to hoping to get some information or service in my opinion. Maybe a place for Snopes? I still give 2 stars because of the nice German cars.
Purchased my first Benz and I felt very well taken care of. We called ahead of time to test drive the C300 and it was waiting for us out front as soon as we arrived. Dharam was personable, attentive and thorough throughout the entire process. Would definitely recommend family and friends to work with him and Mercedes Benz again!
Mercedes Edmonton West is an awesome place to do business. I felt welcomed the minute I walked in! Very professional and friendly staff. I haven’t purchased a vehicle yet but I will definitely be coming back! I had the pleasure of meeting Darby who went through all the features of the GLC. I know that this is the vehicle I am going to purchase! Thanks Mercedes Edmonton West!
We traded in my wife's B200 for a newer B250 at this dealership recently. Our old B200 had been outfitted with a remote starter system and it was equally important to us that the new B250 be capable of having an after-market remote starter system added. At the time of the purchase, we clearly stated that we need to be able to add a remote starter to this vehicle and this was confirmed by the sales person, Shan, and by others we spoke to at the dealership. We were even advised where to take the vehicle to have the system installed and the actual person to talk to at the installer. As we purchased the vehicle in the summer, we did not take the vehicle in to have the remote starter installed until early winter but where then shocked to find out that the installer recommended by the dealership cannot actually install a system on a B250. We then spent a long period searching first throughout Canada and then later throughout the U.S. trying to find a remote starter system that would work on this vehicle. When we had no success, we went back to our salesperson who offered to look into the situation but later advised that their technicians and advisors actually don't even recommend installing a remote system on this vehicle.
We would never have purchased this vehicle in the first place had we known that it was not possible to install a remote starter system on later model B series cars. The primary reason why we did proceed with the purchase was because we were clearly led to believe by the dealership that this would not be a problem.
Even more frustrating from a purchaser's point of view is the fact that our salesperson now appears to be actively avoiding us and will not respond to us. Obviously there is very little interest in maintaining us as a customer of this dealership?
From the minute my husband and I walked in the door to the minute we drove away in our new GL350 was a great experience. Ben was the first to greet us, he was very knowledgeable and made you feel comfortable. He wasn’t pushy at all! Every single person we talk to and dealt with were so helpful and kind. It made our experience buying our dream vehicle stress free.
I would recommend going to the Mercedes West, to anyone in the market for an amazing, safe and beautiful vehicle!