I've visited this dealership at least 4 times and have only once had a sales rep approach me, or rather, the receptionist found a sales rep to assist me . They are arrogant and probably assumed a lone woman wasn't a serious buyer. After the first snub, I purchased a BMW X3 from across the street. The next time, an Acura RDX, and this last time in April, I bought an Audi A4 from the new dealer in the area. Maybe Pfaff still needs time to pull them into this century.
No one contacted me after Unhaggle sent them message: bought new vehicle at inter dealer
Had a great experience with the dealership. Made the purchase of the car and set up all without setting foot in the dealership. Just went in to pick up the car.
will highly recommend!
I called last week to this dealership asking for a price on how much is their backup camera and what will it cost for the backup camera to be installed in my 15 CLA 250. They tossed me back and forth to service and parts. When I was talking with a representative at the parts department, he asked for my VIN number and said that he will call me in a bit. But I never got a call back from them. I tried to call again after a day but still same scenario. I'm willing to do business with them but it seems that they don't want it. =( I'm not keeping my doors closed. I still would like to do business with Mercedes since its my dream brand. I just hope that this dealership can do better.
great place great people great service! my sales person was Peter Wassenberg, nice person, help me not only during the sales but also took care of me after the sales, excellent experience!
Watch out for the parts department, highly recommend going to a different Benz-dealer or finding a third party. Not sure if the problem is a lack of attention to detail, or just a lack of caring, or maybe they're just too busy to provide high quality service. Here's what happened to me:
25 days ago (July 31) I went in and pre-paid for a replacement key. I was told it could take up to 3 weeks, but realistically it would be in in the next couple days. Taking it with a grain of salt a waited for a week and called back just to get an update. At that time they told me they didn't have an estimated time of arrival for the key. (This seemed odd). I waited another week, and called back- this time the guy said he had to look into it and call me back- but I never received a call back. Fast forward to yesterday, I call in- they leave me on hold for 15 minutes while they "try to figure it out". I hang up and call back in and someone named "Jason" says he'll look into it and call me back at lunch. I did receive a call at 12 but like most, was on calls and missed that call. As a result of all this frustration to just get a car key, I looked into a different place to get a benz-key and to my surprise, they said that for the same price they could have a key to me in 24 hours. I called this dealership back, and asked for a refund and this is when I found out "the key was on it's way". Regardless I gave my visa card number for the refund over the phone. They called me back multiple times to try to say I still had to pay, even though they had already taken my card number. On the final call- I was very abruptly hung-up on and not given the time to explain my situation.
I really expected more from such a high class dealership, especially when I've got an expected $10-20K in services coming up in the next 12 months. Needless to say, I'll be taking my sprinter elsewhere.
I recently bought a car from here and had such a wonderful experience!
The staff there are so friendly and professional.
I dealt with the salesman David Gulas and was very impressed with his service, he was a pleasure to deal with and he really knows his stuff.
I would highly recommend this dealership!
We blew a tire on the 401 on our way to Sarnia. Service staff were very friendly and accommodating. Despite being very busy, they squeezed us in and within 2 hours we were on our way with a new front tire. Thank you MB Kitchener-Waterloo....
I took my mercedes c300 to dealership because there is a problem with rear view camera. The problem was that some times it doesn't come out when I put my car in reverse. But when it's work there is no problem at all eventhough automatic parking also work. To solve this problem I gave my car to Mercedes Benz service centre. After diagnosing they told me that command software needs to update to fix this problem. I told that's fine they can go ahead and I paid around $365 to fix that. But I have seen on same day that again rear view camera again completely stop working even though automatic parking also stop working. So I again drop my car to service centre to fix it. There was nothing wrong with camera before now this guy's told me that there is a problem in motor and camera so they have to change both things. They gave me quote of $1800 to fix it. One other bad experience which is really shameful, when I went to pickup my car there is no one there to hear my concern. The receptionist gave me my key that's all. Stupid thing is that I pay $365 dollar even when my car is not fix and they arw asking me more $1500 dollar. This is one of the bad experience which I ever I had in my life. This is all about the trust of customer. How can I trust you next time.
I generally avoid dealerships if possible, preferring to do my own repairs and maintenance. Some repairs do, however, require a trip to the dealership for their expertise and diagnostic equipment. I recently had our Sprinter-based Roadtreck motorhome in for repairs, and I was pleasantly surprised with the experience. The Sprinter service manager Harold, and the technician, who’s name escapes me at the moment, (Dustin?) were patient and knowledgeable. The repair was done on time, and for the quoted amount. Good job guys!
This was our first experience buying a Mercedes. Peter and team were incredibly welcoming and walked us through the process with no pressure, no stress. This was the most painfree carshopping experience in 40 years of driving.
Absolutely delighted with the service that I received. My vehicle was serviced in record time, and presented to me lovely and clean, inside and out.
They are always friendly and helpful. If I come in dressed in my dirty work clothes they don't judge and still come to offer help in the sales department. The service department is great and they keep in contact while the car is getting work done.
Wonderful dealership. I bought my car here and use them for my general service.
The sales staff are knowledgeable and professional. One even let me test drive his personal vehicle because they didn't have that specific model in stock that day.
The service department is always pleasant to deal with considering the volume of people they deal with day to day. They're always clear about what work needs to be done, and I've never felt bamboozled. The complimentary shuttle service is fantastic and the drivers are always great to talk to. Little touches like the car being washed when you pick it up are great. Their parts department also has obscure parts like plastic fasteners.
The only problems I've run into are 1) I once got bounced around between departments on the phone a few times trying to find the correct person to talk to, and 2) after getting my windshield replaced the seats were covered in a fine layer of dirt and the rear view mirror was all smudged up. But these are so minor and they only stand out because they're an exception.
I bought a certified pre-owned (Star Certified) C43 AMG from this dealership back in October 2019 and I was happy with the experience and with the car. The sales rep and the finance manager did a great job; many thanks to them.
I drove the car for around 6500 Km only mostly highway driving. Last week I brought the car for service A at the same dealership because of my positive impression when I bought the car even though I live in Mississauga. After inspection, the service department informed me that I need to replace the rear brake at a cost of $795 plus tax because they were at 4mm.
When I bought the car the sales rep told me that the brakes were newly replaced and the pads thickness was 7mm, and he provided me with an inspection report. I was shocked as how comes the brakes need replacement after driving only 6500 Km. I contacted the used car sales manager, who is a very nice person, he understood my concern and spoke to the service department and managed to give me 50% discount on parts which brought my brakes cost to $595 plus tax. I was happy that at least they gave me some discount but I was really very disappointed.
I trusted that Mercedes certified pre-owned cars will be very well inspected before certifying them and their inspection report would be accurate. No way the brakes will go down from 7mm to 4mm after only 6500 Km mostly highway driving.
The best Mercedes dealership in all Ontario. I drove from Brampton to this location to find my new car. Robyn helped me with choosing the right option between lease and finance. I had been to numerous dealership before coming here and I realized most of the dealerships charge you all sort of non-sense fees, this dealership is so transparent with all the charges and cost associated with the purchase. I also wanna thank Anamarija for making the whole process smooth and convenient. 5 stars.
Mercedes Kitchener is a shame for the Mercedes brand. I was with the wife's car, a smart car from 2009 that needs a transmission upgrade. You charged me $ 160 for the diagnosis and you had to update the transmission soft from 2.0 version witch is a problem to hundreds cars to 2.03 version. There are hundreds of Smart Car cars that have been recalled for this update. it's easier to say that I need another module ... how do you know the module has to be replace as long you haven't updated the software to the module? YOU ARE NOT PROFESSIONAL...
Just picked up my new 2020 GLC and I had a terrific purchase experience. Robyn Reid from sales facilitated the experience from the moment I walked into the dealership until I drove away with the new car. Robyn was professional and patient. She found me the exact vehicle I wanted. (I'm still not sure how she did this!!). Great work Pfaff Kitchener and thank you to Brian Brewer, as well, for his assistance.
Purchased a vehicle from this location earlier in December. I was specifically looking for the red c43 they had listed, I drove from Mississauga to see that car only to get informed by text halfway thru my drive that the red car is not available but a white one can be test drove. A little annoying but I ended up loving the vehicle and making an offer contingent on seeing the red car.
The process at this point was fine. It wasn't until I got the car home and needed to renew my plate stickers that I realized they did not include the ownership in any of the paperwork. I searched through Evey price of paper I received no sign of the registration slip. I texted the sales representative.... No answer, I called multiple times trying to reach the business manager who helped me with the deal again no answer. Sent emails and even explained to the receptionist that I need to speak with someone urgently since my ownership is missing... Still no answer or callback. Now I find myself in a packed service Ontario location waiting to pay the fee and request a new ownership. Exactly how I wanted to spend my afternoon!!
Bottom line make sure all your paperwork is in order before you leave the location since their follow up customer service is atrocious!!
Purchased a vehicle from this location earlier in December. I was specifically looking for the red c43 they had listed, I drove from Mississauga to see that car only to get informed by text halfway thru my drive that the red car is not available but a white one can be test drove. A little annoying but I ended up loving the vehicle and making an offer contingent on seeing the red car.
The process at this point was fine. It wasn't until I got the car home and needed to renew my plate stickers that I realized they did not include the ownership in any of the paperwork. I searched through Evey price of paper I received no sign of the registration slip. I texted the sales representative.... No answer, I called multiple times trying to reach the business manager who helped me with the deal again no answer. Sent emails and even explained to the receptionist that I need to speak with someone urgently since my ownership is missing... Still no answer or callback. Now I find myself in a packed service Ontario location waiting to pay the fee and request a new ownership. Exactly how I wanted to spend my afternoon!!
Bottom line make sure all your paperwork is in order before you leave the location since their follow up customer service is atrocious!!
friendly stuffs! I asked them for a screwdriver for my sticker renewal, they even do it for me for free! Warm altitude and nice services!
No option for zero but the sales person I met deserves nothing but 0.
I felt like they will pay me not the opposite.
Extremely rude attitude...... not sure why. The brand is great but when you put unprofessional people to deal with costumes then this is bad.
Went to buy a vehicle for my company and I met a sales person who mange to make me file extremely uncomfortable.
Last thing I heard was : GO AND CHECK SOMEWHERE ELS. The vehicle price was $80K.....
Don’t forget that because of us as costumers you have a job......
Technologically-Challenged 2019 vehicles.
A mid-range 2019 MB SUV with neither the ability to get satellite radio nor live traffic information on the navigation system. Despite paying for a navigation system, I have to use a third-party device suctioned to my windshield.
Even Hyundai and Kia offer a better connected experience than MB.
No one at MB had a solution.
It is 2019 !!!
I had scheduled my annual service about a month out. Unfortunately a few weeks after scheduling my service I had a bad accident and had to have surgery on my hand. Because of my injury my hand had to be in a full brace for six weeks and meant that I couldn’t drive my car in for it’s service. Tasha and the team at Mercedes-Benz Kitchener Waterloo were very accommodating given my situation and arranged to have my car picked up and dropped back off. You don’t get that level of service at most places!
Went there to add coolant. Staffs are very friendly
After experiencing mechanical vibrations on my C350 coupe, I decided to take my vehicle to this location. Firstly, I was told I was going to have an advisor speak to me about my vehicle when I arrived, but that never happened. I waited in the lounge for an hour before asking the front-counter what was going on and they said they will need my car for a day. I didn't have an issue with that as the Motos dealership helped me find a car (a young man helped me rent a car, roughly 21 years and he went above and beyond in helping me get a rental car, the dealership needs more people like him). The next day I got a call and the dealer stated my rims had been damaged and that is why the vibrations have been occurring. The representative over the phone stated he can get me a new set of AMG rims for roughly $6000. I decided to buy rims from elsewhere. After purchasing rims, I see the issue is still present and i've spent over $2000 dollars on new rims. This dealership not only stated the incorrect information regarding my vibrations, they 1) Wasted my time, 2) wasted my money. I have been a loyal customer towards Mercedes-Benz for many years, and highly recommended Mercedes Benz- Oakville for service but due to my location at the moment, I wasn't able to go to that location. I've posted my review on forums asking for advice, and the first thing people have stated, my issue was going to MB Kitchener for service, as they are known to demonstrate less than average quality of work. I've experienced many unpleasant work from some companies for services, but never have I been so disappointed in a company, and especially one such as Mercedes-Benz. For anyone reading this, don't be discouraged in buying a Mercedes, as they are great vehicles. Just be very cautious when servicing them, as they will try to rinse your wallet to the last cent, as they know many of their customers are typically wealthy people and don't think twice when the bill is put forward.
Worked with Colin Bass as we were looking for a new SUV. Really great guy. Lots of knowledge, friendly and no pressure. Would definitely recommend Colin and the dealership.
The service and hospitality at the dealership is amazing. They take care of the customers very well.
I purchased a Mercedes certified vehicle at the Kitchener Waterloo PFAFF dealership. I was told the certified vehicle came with an extended warranty. Even with this warranty I decided to pay another $2000 for an additional extended warranty. This was pitched to me as “basically the same as a new car warranty”. Now the first issue that comes up, the heated seat isn’t working. It’s not covered. It was explained NOW, the $2000 extended warranty doesn’t cover a lot of things and this is one of them. Save your money, put little trust in what the sales person says about the extended warranty.
Since they were taken over by PFaf the service has declined. My car is under warranty still and when I used to go to the dealership they would have a rental/loaner vehicle ready and waiting to expedite my service. I was told when I bought the car that "this is a normal service they offer", Now they shuttle you down the street where you have to wait atleast 30 min. to get a rental- which isn't even a mercedes normally and you get charged for it even if its for scheduled service. I love my mercedes, but I don't think I would buy another because there isn't another REAL mercedes dealership nearby and this one isn't very good. People who bought from this dealership, bought here because of the service. What a let down! I also just tried to call the service department and of course no one answered. Seems to also be a common issue now among other ppl complaining here.
I went down to Mercedes to return my old car battery to get the deposit back, turns out they charged me instead. It was such a hassle to find out from my credit card statement and I had to go back there to get the charge plus the initial deposit back. When I was there, they took so long to figure out how to print a new receipt in order for them to give me my refund and no one apologized for their mistake and wasting my time to commute there again. Very disappointed with the service I received from the parts department.
Their service centre is very hard working and genuine with what needs to be done
There was a sound under my car they changed my new break the sound was. Lose shield that needed a washer and a screw. For the cost of $10 or less but. The break cost was $995. While I did not need a break
From the moment we walked in we were greeted by attentive and professional staff. Every step of the purchase was a great experience. Our sales professional Robyn Reid put us first, ALL THE TIME.
Professional, accommodating, pleasant and great energy she ensured our customer satisfaction every step of the way.
The business manager AnnaMarija Zuma was equally as professional and knowledgeable. Made us feel very much at home with her pleasant demeanour. The value we get out of the vehicle far exceeds the investment we made financially. AnnaMariya is a professional who knows this and adds to the value experience of owning a Mercedes product.
Our delivery specialist and Customer Experience Manager Stephanie Crook sealed this amazing purchase experience! Again, exudes professionalism, knowledge and a great energy and equally uplifting sense of humour. She also made us feel that the dealership truly appreciates our business.
Being in the customer service business, we recognize the importance of going beyond the status quo to build customer relationships. When asked, each employee was consistent with their heartfelt answer of how great it was to work within such a great organization, and it definitely shows!
A sign of great leadership.
Thank you ladies and everyone at Mercedes Benz Kitchener Waterloo! You have a life long customer.
Wrost customer care service i have ever seen in a mercedes benz dealership. I went their to fix for recall issues and they have waited me for an hour to gave me a shuttle service. I asked for a loaner vehicle if you have in order to save my time. Never want to come back again.
Car showed “Battery malfunction” error, booked an appointment and explained to service department the Error message and need for a new battery. (car is under extended warranty.)
When I dropped the car, I explained that I need to repair to be done under warranty, they called me back and said that the battery is not covered under warranty and they will charge $150 (1 hour) of labor for replacement. I decided to purchase the battery and replace it myself. When I saw the bill, I noticed that they charged me $70 for diagnostic, when I asked why they said for battery investigation. I told them that the message was clear that the car required a new battery, no investigation was required, but they said that must be sure it is a battery!!
I also asked them to check the proximity sensor on Frt bumper as they are coming on very often, the answer was no calibration required and they are working fine, which they are not, Very disappointed with their service, I used them twice and every time came back with disappointment, that is why I take longer drive and take my car to Oakville MB, much better service
The sales team when I purchased the car was great, one of the biggest reasons I got the car was because of the service level provided. I mean why wouldn't they? I got a vehicle from them. I leased a 2017 C300 Coupe and that vehicle has been in the shop more times than I can count and that too for the same issue time and time again. Their own staff eventually gave up and literally referred to the vehicle as a "lemon". I have been asking for help on the matter for months now and no one has helped me. Literally the only solution they want to give me is "we can get you into another vehicle".
I have literally been traumatised by the experience as this was my first German car. I have wasted so much time money on this vehicle. The car has had engine to electrical to even recall issues. They will not respect that they gave me an awful car and terminate the lease and take ownership. Instead have thrown numbers at me as to what it would "cost" the dealership. I am just so shocked as to how different the solutions and willingness to work with a customer is before and after getting a car especially as it is a faulty product. Don't be fooled by the service level provided when you're buying....the customer service has been nothing short of awful thereafter.
I held Mercedes-Benz at the highest standard prior to this experience and am beyond disheartened by it now. This was a company and brand that I stood behind 100% and now am at a point where I would literally tell anyone considering it run in another direction.
Terrible Quality. Terrible Car. Terrible Experience.
I purchased a CLA 250 from Les Behrens recently. I can not sing his accolades loud enough. The professionalism and class were astounding. This is the first Mercedes purchased in my family. I was expecting the service provided by this dealer to be beyond the standard but I did not expect this level of ease and comfort when it came to purchasing a vehicle. I would absolutely come back to Les and refer any member of my family back to this dealer based on the phenomenal service I received. Thank you MB Kitchener for the wonderful experience.
Was a current customer looking to upgrade, made an appointment, showed up and was made to wait a full hour. Had filled out a web form on their site a few weeks earlier with zero response. Trying to buy a car from them was like pulling teeth. Went to BMW and was treated so much better. Was a very easy decision to switch.
I had the pleasure with working with one of the best salesman I have ever met. Les was knowledgeable on the C43, courteous and willing to work with us to ensure that we got what we were looking for . He did not push the sale which is very unprofessional but listened to what we were looking for and accommodated us. We would recommend Les to anyone who is looking to purchase. We love the C43!!!!
I have waited in both used and new no body even looked at me though I am a previous customer and asked for a certain sales man... he was on the phone looking at me for 15 minutes...will never go there again
Just had some engine work done that appeared to be very expensive from what I had read on the benz forums. It turned out to be far less expensive than expected. Shaun the service advisor provided me an estimate and kept me up to date, explaining everything thoroughly. I was very pleased with my experience at this dealerships service department. I should also mention that I have popped in to purchase parts for an older benz I did some maintenance of my own on. It turns out some parts are cheaper direct from the dealership parts dept than from auto parts shops..especially oil filters.
Start to finish, Les was a stand up salesman. He was patient and never pushed the sale in anyway. The sales manager was polite and courteous and so to was the finance manager. Had an all around pleasant experience at KW Mercedes.
Would recommend Les to anyone looking for an honest and genuine salesman at KW Mercedes.
We came to this dealership because of Niko, who sold us our previous car elsewhere. Niko worked very hard to make sure the vehicle and the terms were right for us. He was patient and understanding of our needs, going above and beyond to make this an enjoyable experience for us. The staff was also very supportive and went out of their way to help us through this process and get our vehicle ready in no time. Thank you Niko and Pfaff MB!
The new owners have made some incredible upgrades. I visited with my son and was instantly welcomed by staff. My son had a school project and we visited all upscale dealerships that day. I told the salesman we were only there for pictures and he still insisted on offering coffee. It is by far the most upscale facility and the new owners have made noticeable improvements.
Fantastic service, awesome and knowledgeable staff. The only place to pamper my baby.
(Oh, and they also do the best detailing in KW! They get out ALL salt stains from my upholstery every spring, simply phenomenal.)
What kind of servicing doesn't check for car battery levels for their customers? Especially during winter, when proper battery CCA is the difference between a car starting or not. It takes all of 5 seconds to do a quick test. A friend of mine has been pouring money into keeping her car serviced proper. It's disappointing to hear that such a trivial thing as a battery check isn't even accounted for.
Niko was the one that took good care of me. He has an awesome personality and he makes sure all your needs are taken care of. He has great customer service!!! Make sure to go to him directly when purchasing your car because you will not regret it.
Wow....Def one of the best dealerships around I visited them about 18 months ago they were more than accommodating and even though i decided to go with a competitors vehicle they still kept in touch asked me how i was doing with my decision and sent offers and kept in touch.....I recently re visited them while shopping for a new vehicle...and same A+ customer service Sales Gentleman i delt with prior was there and even remembered details from our test drive from 18 months.... not a 100% of his name Starts with U id hate to miss spell it and also Kevin overseeing the financial side, stand up guy...Needles to say this is the best case to buy a vehicle in Kitchener area.....Way to go guys
My service advisor was Andrew Byrne. I’ve been working with Andrew since last September and I have to say working with him was definitely the best experience out of the three Mercedes Benz Service centre (Markham, Mississauga, and Kitchener). Not only was he always able to response quickly to my request, he is also very good at giving detailed explanation and make sure I was satisfied with the solution. He has helped me solved some big problems that have been bugging me for a while and really made the whole Merc Benz wonderful. It made me felt that I was a valued customer and I really appreciated this. I will definitely return to Victoria Star in the future.
Fantastic an experience!
Doing business with Iwona, Chris and Peter was a pleasure. Simply a pleasure.
Thank you.
I had a great experience from the time I started shopping for my C63 AMG through to my first service and beyond. The staff at Victoria Star were very professional, courteous and prompt but also made me feel at home any time I came to visit.
I highly recommend Victoria Star Motors to anyone looking to purchase a fine German luxury car. And the car itself is incredible.
I own an immaculate CLK320 and was not satisfied with the service I received locally so took the time to drive to Victoria Star. My advisor was Harold Darling and the mechanic/tech; who did the work was Rob. Let me say that I speak from experience having been a sales manager in a similar exclusive automobile dealership, so I am familiar with what makes a business tick and boy does the dealership TICK? I was totally impressed from the initial phone call to make an appointment, to the call back I received from Harold and the straight forward manner of Rob. These are two very professional individuals and deserve a special thank you for their attention to detail as well as what the client wants and expects. Now I know why you are called Victoria "STAR" Outstanding service and a great experience, I now know where our new car will be coming from.