Great service means happy customersat Mercedes-Benz Rive-Sud.
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I am writing to formally file a complaint regarding the unacceptable service experience I have had with your dealership, Mercedes-Benz Rive-Sud, specifically involving service advisor Arron (Zhemin) Xu.
My vehicle has been at the dealership since approximately mid-April 2026, and as of May 25, 2026, the situation remains unresolved with very little meaningful progress.
I would like to raise the following concerns:
Refusal and unwillingness to properly handle insurance-related repairs
When the case was first opened, Mr. Xu stated that we could move the vehicle to another Mercedes-Benz dealership because they were not willing to prioritize or properly handle repairs processed through an insurance company. The impression given was that insurance-approved repairs were not financially attractive to the dealership, and therefore our vehicle was not being treated seriously.
This is extremely disappointing and unprofessional for a Mercedes-Benz authorized dealership.
Vehicle left contaminated and unrepaired for over a month
The vehicle has remained at the dealership from around April 10 until May 25 without proper cleaning or full repair assessment.
There was food contamination in the vehicle which resulted in rodent activity and possible contamination inside the car. Despite the health and sanitation concerns, the dealership did not clean or remediate the vehicle during this entire period.
Furthermore, the front section of the vehicle has reportedly not even been fully opened or inspected for a proper repair evaluation. We were only informed that a “main cable” would need to be ordered from Germany with an estimated delay of up to three months.
This level of inactivity over such a long period is unacceptable.
Extremely poor attitude and lack of customer care
When I asked why the contaminated vehicle had still not been cleaned, Mr. Xu stated that he needed approval from his manager and that there were currently no technicians available.
He then suggested that he could simply give me the keys so that I could clean the vehicle myself. I responded by asking why the dealership staff could not handle the cleaning instead.
Following this, Mr. Xu called his manager, Gemi, and misrepresented the situation by stating that the customer was requesting that Arron Xu personally clean the vehicle, which was not what I had said. My point was simply that the dealership should take responsibility for properly handling and cleaning a contaminated vehicle left in their care for over a month.
Throughout the interaction, his attitude was arrogant, dismissive, and entirely lacking in customer service professionalism. At no point did he appear interested in helping resolve the issue appropriately.
The dealership has always been very responsive. Olivier Rivera has been incredibly helpful and responsive throughout the process of acquiring a new vehicle and even afterwards, he remains of great assistance. I would recommend to others.
Thanks to Matis, the whole process was a breeze! He listened to my needs, found the perfect SUV within my budget, very attentive and never once pressured me. Highly recommend!
Maintenance service is horrible. I like the car, so I decided to change dealership and would definitely not recommend MB Rive Sud.
I called a couple of times, no one ever picks up the phone during business hours. It feels like calling Bell! I left messages more than once and never got a call back. I even tried through the chat on the website (who is great for sales by the way, but for maintenance, they obviously don't care), they take your info and tell you they will reach out. Again, I waited a few days and haven't heard anything. Very frustrating, I had 2-3 maintenance issues since I bought the car and maintenance service is not worthy of the brand in this dealership. Changed dealership and I had a good customer experience with Silver Star in Montreal (someone actually picked up the phone, communicated with me through texts and the appointment was booked in a matter of minutes). Looking for a Mercedes Benz? Avoid MB Rive Sud, because after sale service is crappy. (I got to say that the purchase experience was good though.)
Edit: 24 hrs after my review, the service manager contacted me to make sure I had everything I needed. I do appreciate the call and the service manager gave me his number directly to call if ever I had other issues. I’ve changed my review from 1 star to 4
Impossible to book an appointment by phone. Ive been a client of MB Rive-Sud for many years and in the recent year, the service has been worse and worse.
The real kicker is that fact that I can't get through to anyone after many calls, and many messages, simply to book an appointment to service my 2025 GLE450
