Service Department - Mercedes Benz Of West Houston

Reviews

• JM

  Jose Moreno

  1 day ago
  1.0
  Service advisors and all staff member I come in contact with are consistently polite, friendly and professional. I will never doubt that, however, this has now become difficult to overlook. This service department has taken a nosedive, and after almost 8 years of loyal business, I’m very frustrated at what it has turned into. What used to be reliable service has devolved into unacceptable delays, inflated and exorbitant pricing, and a level of inefficiency that feels outright predatory. Simple jobs routinely take 2–4 days. The quality of work has noticeably slipped, yet the prices continue to skyrocket. One example that was beyond aggravating: I brought in one of my SUVs for a straightforward AC issue. After almost two weeks, they claimed they couldn’t find anything wrong with the AC, yet somehow “discovered” nearly $6,000 in unrelated repairs. Two major red flags: 1) The vehicle had been serviced here less than a month prior, and none of these supposed problems were mentioned. Their widely advertised “180-point inspection” is clearly unreliable, if not outright meaningless. 2) Their labor rate of almost $300 an hour is already outrageous, but what’s worse is their habit of billing far more hours than the national standard for the same repairs. Charging nine hours for a job that typically takes two isn’t just inefficient, it feels deliberately exploitative. The upselling doesn’t stop there. Even basic maintenance has become unreasonable: A-Service (which is essentially just an simple oil & filter change) is now almost $500. If you need a replacement key they will happily and shamelessly ask for almost $1600, and almost a $300 diagnostic fee just to clear a simple code. These prices don’t reflect premium service; they reflect a business model built on squeezing customers the moment they walk through the door. After years of giving this place my trust, I’m done. The blatant overcharging, inconsistency, and lack of accountability make it clear that customer loyalty means nothing here. I will no longer be bringing my vehicles to this service department, and I strongly urge others to think twice before doing so.
• PP

  Pocasso

  Nov 29, 2025
  1.0
  I called in to get a recall done on my sprinter and had a appointment. However when I got there it was a guy named Colby who I talk to and he told me that even tho I had an appointment I can't be serviced today. I asked what was the point of giving me a appointment for today if I couldn't be serviced today. He told me that nobody told me anything and that somebody lied to me at front desk. I would advise if your trying to schedule an appointment here be aware that this dealership will switch it up on you and don't care if they waste your time
• LF

  Lindsey Fulham

  Aug 4, 2025
  1.0
  They took excellent care for a long time but their new GM is rude and has no respect for women or our vehicles. I will never go back as they did damages in excess of $6,000 to my vehicle when it went in for service. Additionally they sold me an extended warranty which was very expensive and failed to contact them for coverage even after I asked them to and reminded them of the warranty they sold me. This cost me over extra $2k out of pocket. Ridiculous. Mercedes Benz USA fails to hold dealerships accountable, which makes me really miss my BMW! You would think a company would take better care of customers who drive limited and very expensive vehicles. Buyer beware!!! My advice for other women out there is to avoid Sewell! They don’t even escalate within their own company anymore. MB of sugar land or Greenway Plaza are much better and actually document photos of customer vehicles before the customer leaves. Ask yourself as you get into their loaner car how carefully they document damages there and why they don’t bother to do that with your vehicle!
• HQ

  Hussain Qawasmeh

  Feb 6, 2025
  5.0
  I did the service on my sprinter van. Joey and Alex were amazing. They were able to get me in and out in a couple of hours although I just paid more than I was expecting, but everything went good thank you for doing it so fast.

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