Mercedes-Benz of Encino

TRY NOT TO LIE TO CUSTOMERS JUST TO BRING BUSINESS TO THE DEALERSHIP. ITS UNPROFESSIONAL AND IT SUCKS. SHAME ON YOU WILLIAM CRUZ.

a dealership location, which I have been very comfortable visiting as far as buying vehicles, have come to a crashing end due to the unprofessional communication from a service employee by the name of William Cruz. to put this review short, I would suggest that employees need to have better communication with the customers and try not to lie to customers just to bring in service it’s unprofessional and all it does in the end, is Let the customer know that this is not a professional place to do business and that they need to go elsewhere.

After purchasing my leased Mercedes in 2022, I added a $3,800 extended warranty for peace of mind. I barely drive the car, but when the A/C stopped working, I took it to Thousand Oaks for service — only to find out my warranty had been canceled just days after purchase. No one could explain why. Thousand Oaks diagnosed the issue as needing a software update and Freon refill. They tried contacting Encino’s finance department for a week with no response. I finally reached Armen, who promised it was fixed — but it wasn’t. After two weeks, I was told to go to Encino directly. There, I was referred to Drew Herman, who was rude and dismissive. He told me to “just pay $450 and be done with it,” and refused to escalate the issue. I felt disrespected and taken advantage of — especially as a woman. This entire process was stressful, unprofessional, and far below the standards I expect from Mercedes-Benz. I hope corporate takes notice.