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Title: Posted On: 4/28/26 Review For: Rating: 
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| Summary: There is no summary for this review. |
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Title: Stephen Garlatta was great. He made the Posted On: 4/27/26 Review For: Stephen Garlatta Rating:
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| Summary: Stephen Garlatta was great. He made the whole process quick and easy. |
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Title: Ashley Botello was absolutely amazing. Posted On: 4/27/26 Review For: Ashley Botello Rating:
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| Summary: Ashley Botello was absolutely amazing. Her service was incredible, she helped me get a fantastic deal on the exact car I wanted. Her demeanor throughout the negotiation process made the entire thing so much fun. She was deeply respectful, insightful, and professional. Shes an incredible listener, maybe the best ever. She was willing to give me information on anything I asked about and showed me multiple vehicles without flinching. 10/10! |
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Title: Dan Gressmann Its very kind and respect Posted On: 4/26/26 Review For: Dan Gressmann Rating:
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| Summary: Dan Gressmann Its very kind and respectful helpful person |
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Title: As a Riverside homeowner living near th Posted On: 4/26/26 Review For: Rating: 
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| Summary: As a Riverside homeowner living near this dealership, I feel compelled to share my recent experience. Despite the convenience of the location, I am willing to travel to Ontario for better service than what I received this morning from service advisor Justin Christian. With over 10 years of experience in sales, currently serving as a sales manager, I hold high standards for customer interaction and professionalism. Unfortunately, this experience fell well short of those expectations. I visited for a routine oil change and was quoted $480. This was surprising, as I have receipts from last year showing I was charged $280 for the same service. When I questioned the increase, I was told, “well yea everything has gone up,” which came across as dismissive and unprofessional. Following that response, Justin proceeded to focus on his computer and print paperwork without any further communication for approximately three minutes. Feeling ignored and undervalued as a customer, we chose to leave. This type of interaction is not something I would accept from anyone on my own team, nor would I consider it an appropriate way to engage with paying customers. As consumers, we have the choice to take our business elsewhere, and based on this experience, I will be doing so. I contacted a dealership in Ontario immediately afterward and was quoted a starting price of $240 for the same service. While it requires a longer drive, I would prefer that over being treated in a manner that felt dismissive and unprofessional. |
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Title: I am writing to formally share my recen Posted On: 4/26/26 Review For: Rating:
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| Summary: I am writing to formally share my recent experience with Walters Mercedes-Benz of Riverside, which unfortunately fell well below the level of service I would expect from a luxury brand.
During my visit, I worked with Service Advisor Justin Christian and clearly communicatedmultiple timesthat I was only requesting a standard oil change. Despite reiterating this at least three times and even providing my prior service receipt from December 2025 reflecting a total of $238.03 for the same service, Justin continued to push a significantly higher quote of approximately $480. While I understand that market conditions and costs can fluctuate, such a drastic increase without clear justification or transparency raised immediate concerns.
When I presented my prior receipt, the response I received was simply, well things have gone up, without any detailed breakdown or effort to explain the variance. This lack of transparency and unwillingness to align with the customers stated needs reflects a breakdown in both communication and customer-centric service. Additionally, Justin proceeded to print paperwork unrelated to my visit and left us sitting in silence for several minutes without any engagement, clarification, or attempt to retain my business. This created an uncomfortable and unprofessional experience.
Due to this interaction, I ultimately chose to leave without completing the service and contacted Mercedes-Benz of Ontario. There, I received a quote of approximately $270 for the same oil changefar more aligned with expectations and prior pricing. To further validate my concern, I contacted Walters again and spoke with another advisor, Tyler, who provided a similar quote to Ontario. At that point, it became difficult to ignore the inconsistency and lack of integrity in the initial interaction.
From an executive standpoint, this experience highlights several key coaching opportunities:
* Active Listening & Customer Alignment: Advisors must prioritize understanding and respecting clearly stated customer needs rather than defaulting to upselling.
* Pricing Transparency & Consistency: Significant price discrepancies without explanation erode trust and damage brand credibility.
* Professional Engagement: Periods of silence, lack of communication, and irrelevant documentation create a perception of disorganization and disregard for the customer experience.
* Retention Mindset: There was no visible effort to resolve concerns, clarify pricing, or retain my business once hesitation was expressed.
As a result, this experience not only led to a lost service opportunity but also significantly impacted my trust in this location. For a brand synonymous with quality and premium service, this interaction was disappointing and misaligned with expectations.
I hope this feedback is taken constructively and used to reinforce consistency, transparency, and customer-first service standards moving forward. |
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Title: When buying a car, they are wonderful. Posted On: 4/26/26 Review For: Rating:
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| Summary: When buying a car, they are wonderful. When it comes time to bring your car in for a service, they dont care about you. I came to my scheduled appointment and all of the advisers were busy- no worries. Waited 20 minutes to find out they had in fact forgotten about me- no worries. I let them know that I was told it should take 3 hours max and if that is still the case and the adviser said yes, they will prioritize me. They in fact did not. Over 4 hours later and they want to say I was opted out of texts when 1. I was never asked and 2. Why did I receive a call that rang for 1 ring and then the caller hung up and when I called back, they were unavailable
Doesnt make sense. Dont appreciate being lied to. Came in at 8:30AM, it is currently 1PM and my car is almost ready and if I want a car wash, its an additional 20 minutes (for an average 40k mile service???). I didnt spend Mercedes money to get treated like this. Lexus, Toyota and Porsche has way better services if youre debating between brands
If not, Mercedes of Ontario is a lot better than this. Maybe Riverside doesnt staff enough service advisors; I dont know. But as a paying customer, their shortcomings shouldnt fall onto me when Im a paying customer. |
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Title: Liliana was extremely helpful. Posted On: 4/26/26 Review For: Liliana Duran Rating:
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| Summary: Liliana was extremely helpful. |
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Title: Posted On: 4/25/26 Review For: Liliana Duran Rating:
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| Summary: We got our first Mercedes car from the Riverside site. Liliana Duran was super helpful. She found a car we didn't know we needed it. She helped us to get a really good deal. She has been very responsive and helpful. |
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Title: Posted On: 4/25/26 Review For: Rating:
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| Summary: I am writing to formally share my recent experience with Walter's Mercedes-Benz of Riverside, which unfortunately fell well below the level of service I would expect from a luxury brand. During my visit, I worked with Service Advisor Justin Christian and clearly communicated--multiple times--that I was only requesting a standard oil change. Despite reiterating this at least three times and even providing my prior service receipt from December 2025 reflecting a total of $238.03 for the same service, Justin continued to push a significantly higher quote of approximately $480. While I understand that market conditions and costs can fluctuate, such a drastic increase without clear justification or transparency raised immediate concerns. When I presented my prior receipt, the response I received was simply, "well things have gone up," without any detailed breakdown or effort to explain the variance. This lack of transparency and unwillingness to align with the customer's stated needs reflects a breakdown in both communication and customer-centric service. Additionally, Justin proceeded to print paperwork unrelated to my visit and left us sitting in silence for several minutes without any engagement, clarification, or attempt to retain my business. This created an uncomfortable and unprofessional experience. Due to this interaction, I ultimately chose to leave without completing the service and contacted Mercedes-Benz of Ontario. There, I received a quote of approximately $270 for the same oil change--far more aligned with expectations and prior pricing. To further validate my concern, I contacted Walter's again and spoke with another advisor, Tyler, who provided a similar quote to Ontario. At that point, it became difficult to ignore the inconsistency and lack of integrity in the initial interaction. From an executive standpoint, this experience highlights several key coaching opportunities: * Active Listening & Customer Alignment: Advisors must prioritize understanding and respecting clearly stated customer needs rather than defaulting to upselling. * Pricing Transparency & Consistency: Significant price discrepancies without explanation erode trust and damage brand credibility. * Professional Engagement: Periods of silence, lack of communication, and irrelevant documentation create a perception of disorganization and disregard for the customer experience. * Retention Mindset: There was no visible effort to resolve concerns, clarify pricing, or retain my business once hesitation was expressed. As a result, this experience not only led to a lost service opportunity but also significantly impacted my trust in this location. For a brand synonymous with quality and premium service, this interaction was disappointing and misaligned with expectations. I hope this feedback is taken constructively and used to reinforce consistency, transparency, and customer-first service standards moving forward. |
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