Service Department - Mercedes Benz Of West Houston

Reviews

• CH

  Carla Hawkins

  Mar 31, 2026
  5.0
  Juwan Jones, Service Drive Manager, was amazing and 100% focused on excellent customer service. We drove up without an appointment, he walked out of his way to ask what we needed and didn’t even ask if we had an appointment or not. He told us he could service us quickly, told us to go in and have a cookie and coffee and car would be ready soon. He proved service can we quickly and easily when there are good managers like Juwan leading the effort. We bout our car from another Mercedes dealer next to our home but terrible customer service so we drove 30 minutes to try this one and will come back here every time now. Customer service is important and Juwan gets that point across. We will be back.
• JM

  Jose Moreno

  Jan 12, 2026
  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