Star Motors of Ottawa Mercedes-Benz

Star Motors need a major revamp of the service department. 2 oil changes and they used 2 different oils. The excuse was to blame the parts department for they don’t check what is given to them b department. 2 oil changes and they used 2 different oils. The excuse was to blame the parts department for they don’t check what is given to them by the parts department before using it. Got a nail in a run flat. I bought the additional insurance package that covers exactly that. Had to have a big argument with a service manager and get the sales manager involved before it was replaced. Don’t bother calling Mercedes Setvice in Toronto. They tell you to deal with the dealership. They have no control over them. It’s Oct 21 and I called for a service. Non available until Dec 28. I’m trying the Ottawa Mercedes’ Benz downtown. They gave me an appointment for Nov 28 and they could not be worse than Star Motors. Then both services took 2 hours more than they said it would take. I do not remember the names of the persons I dealt with vs the ones provided by this website but I rated them 1 star since that’s the lowest rating. More

I brought my vehicle in to the service department for an estimate. I paid for the diagnostics and was told the Service Advisor would call me later with the details. Despite numerous calls to follow up, it estimate. I paid for the diagnostics and was told the Service Advisor would call me later with the details. Despite numerous calls to follow up, it took almost a month for me to get a straight answer as to what parts needed replacing and the cost. Several times I spoke to someone who assured me I would get a call back by the next day at the latest. Each time I called I had to explain everything from the beginning, so they don't even bother to save notes when speaking with their clients. Extremely unprofessional and entitled staff in my opinion. More

I am now into my 6th Mercedes and couldn't be MORE pleased with the sales, service, and repairs assistance I have received at Star Motors. Bringing my GLK350 in tomorrow for some collision work. Best pleased with the sales, service, and repairs assistance I have received at Star Motors. Bringing my GLK350 in tomorrow for some collision work. Best repair shop in town - they don't skimp on anything, and their painting is the best I've seen. As I've said to them many times before, I'm a lifer! Steve Ainslie More

Terrible customer service.I ordered a part in May and it Terrible customer service. I ordered a part in May and it never showed up. I re-reorderd the part in July and paid for it at that time. They said t Terrible customer service. I ordered a part in May and it never showed up. I re-reorderd the part in July and paid for it at that time. They said they would call when it arrived. Today is November 24th, and I finally had the opportunity to drop into Star Motors. (I live out of town) Apparently, my part had been there since July 25th. When I asked, why I was not contacted, the Service man said "We have this number (my phone number) for you. I said yes that's correct. He responded, "Oh, I have no idea why you weren't contacted" I certainly, will be going elsewhere when it's time for a new car. More

Had my vehicle serviced once again by Star Motors and Pat always takes the absolute best care of us!!! I will never deal with another person other than Pat as his attention to detail is incredible and over always takes the absolute best care of us!!! I will never deal with another person other than Pat as his attention to detail is incredible and over the top! I have had a few issues this year and honestly he always makes sure I am taken care of and efficiently! Thanks Patrick for always going above and beyond!!! More

We had a problem We had a problem, A major problem, it was resolved and reoccurred. Star Motors stuck by us, worked with Mercedes Canada and make things right. I wou We had a problem, A major problem, it was resolved and reoccurred. Star Motors stuck by us, worked with Mercedes Canada and make things right. I would like to thank the whole team but especially Trevor Button who was our main contact. Trevor and Star Motors did everything that we hoped they would do. Provided us with a brand new car as a loaner, repaired our car perfectly and return it spotlessly clean from bumper to bumper. All of this on a 2009 smart car, first class service from a first class dealership. More

I think this Dealer is a rip-off I had the rear springs replaced on my 2012 Ml350 . They were completely broken which never happened on my Honda and Subaru SUVs. I think this should I had the rear springs replaced on my 2012 Ml350 . They were completely broken which never happened on my Honda and Subaru SUVs. I think this should be a recall. I also had the side warning Lights problem for my cost from Mercedes $5500. and Mercedes will cover $2000. This should also be covered by Mercedes. It took over 3 weeks to get the car back just for the spring replacement. I’m not happy with the dealer and Mercedes. This is my third and last Mercedes More

Terrible Experience Terrible overall experience. Here’s a glimpse into my deadline with the dealership. - leased a NEW 2018 c300 April 2018 - during the buying process Terrible overall experience. Here’s a glimpse into my deadline with the dealership. - leased a NEW 2018 c300 April 2018 - during the buying process, everyone was great (rightfully so, they're trying to close the sale) - they kept pushing me to add a review within the week of purchase, etc. They even went as far as telling me which ratings on a scale of 1-5 or 1-10 to give them. They asked for both a Google review and a MB automated survey review that I would receive via email. I found it quite odd that they felt the need to tell me what ratings to give them, but nonetheless, at the time, service was good. ISSUES on a new vehicle: - had to bring the car in for service/repairs around 7-8 times for the brakes. Brake pedal was sticking and grinding. Brakes were making a very loud squealing noise no matter the weather or driving conditions. - they ended up replacing the brakes THREE TIMES, keeping in mind I have had this car for less than 7 months at that time. - once we finally fixed the brakes, or so it seems, now the check engine light is on and I'm waiting for parts to be ordered so they can repair this issue as well. Almost every time when I brought it in for repairs it was a struggle for me to get a loaner car that they advertised like no tomorrow during the sale process. It was either they didn't have one for me, or they gave it away to another customer 5 minutes before I walked in to drop off the car (which is doubtful), etc. Imagine going in at 7am to drop off your car to get repaired for the same issue 5 times, and realizing you have to find another way to get to work for the few days they need to keep the car there. It wasn't until after I escalated the issue to the manager that I discovered the loaner car program is only if they're available, which is not something the sales rep or finance manager told me at the time of sale. So, selling based on false promises... That's great customer service! In addition to all this, the MB head office isn't any help when it comes to dealing with issues. When I would drop the car off for repairs, it would be for days. As you can imagine they need to replicate the issue in order for them to work on or repair the car. When I dropped it off, I had one bar less than a full tank of gas and when I picked it up one of the managers, Patrick, said he” threw $20 in there to cover me” for him driving my car to Stitsville a few times to replicate the noises. I explained to him that it wasn’t about penny pinching, it’s about the principle. My car was almost full and I’m expected to accept $20 of premium gas… Patrick was not helpful and was very defensive. He also explained it’s not protocol for the dealership to replenish your gas after bringing it in for repairs. The Finance manager, JP, is hard to get a hold of when I had questions for him about the warranties and extended coverage, etc. The Sales manager, Ghislain, was relaying information to me that wasn't correct, and this was confirmed via their head office. The sales rep, Alan, mistakenly called me before all the brake issues were happening and told me there's been a recall on the c300 brakes. When I called him back to get more information, he pretended like he never called me or said anything of that nature, which again, is very strange to me. I have a feeling there was a recall on the brakes and it was an internal FYI that wasn't meant to be shared with customers. Marco and Trevor have been the only helpful ones during the whole process, so kudos to them for having to deal with disgruntled customers passed off from their colleagues. All this being said, I understand we all have jobs and rules to follow in our companies, however, the way everyone involved went about this has been very disappointing, especially for a luxury brand. I wouldn’t ever recommend this dealership to anyone in my network. More

New car purchase Made buying a car easy and stress free, Star Motor gave the best customer experience and I would definitely recommend others to come and visit this de Made buying a car easy and stress free, Star Motor gave the best customer experience and I would definitely recommend others to come and visit this dealership. Sal and Adam worked very hard to ensure that I would get the right vehicle for my needs. Jean Pierre Guay explained the finance side and added some great add ons which will give me a great peace of mind. The delivery was conducted by Chloe who explained the App Mercedes me she had it all ready for me to setup email sent prior to me walking in. Overall such a smooth experience thanks to the team work displayed by all mentioned More