Customer Testimonials

WORST “Luxury Dealer” I have ever dealt with. The communication, customer service, and follow-through were extremely disappointing from start to finish. My sales rep Larry Kriegel communicated well initially, but once I purchased the vehicle, his communication became horrible. He stopped returning calls, took hours to respond to texts, and showed very little urgency or empathy when I had legitimate concerns. I specifically requested that my vehicle be detailed and delivered with a full tank of gas. Instead, my Mercedes arrived filthy inside and out, covered in dog hair, with extremely dirty tires and little to no gas. I was ... Read More

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DealerRater - Oct 19, 2026

WORST “Luxury Dealer” I have ever dealt with. The communication, customer service, and follow-through were extremely disappointing from start to finish. My sales rep Larry Kriegel communicated well initially, but once I purchased the vehicle, his communication became horrible. He stopped returning calls, took hours to respond to texts, and showed very little urgency or empathy when I had legitimate concerns. I specifically requested that my vehicle be detailed and delivered with a full tank of gas. Instead, my Mercedes arrived filthy inside and out, covered in dog hair, with extremely dirty tires and little to no gas. I was also told a check would be issued because of the condition of the vehicle, and nearly TWO MONTHS later, I am still waiting for that check. To make matters worse, my vehicle arrived without the tag and registration. The vehicle had been picked up by the courier Saturday and delivered Monday, yet the dealership apparently didn't realize my tag and registration had been left sitting on a desk at the dealership. I couldn't drive my vehicle until Friday when I finally received them. Larry took hours to respond and sent a text instead of calling regarding something this important. The sales manager Russell Clausell Jr was just as disappointing. He told me he would contact the finance department regarding my check and call me back within three hours. That call never came. I called him and was sent straight to voicemail, and he never responded to my email either. When I told him about Larry's poor communication, he said Larry Kriegel was their “best sales rep,” which did nothing to address the issue. He also told my fiancé that a “used vehicle doesn't have to be cleaned.” That is an unacceptable response when a customer was specifically told the vehicle would be cleaned before delivery. My experience with finance wasn't much better. Jessica McNicholas repeatedly asked me to contact my credit union for updates and questioned me about the APR they offered while trying to get me to finance through the dealership. Once we proceeded with my credit union, I was still expected to follow up with them regarding the status of the financing. The vehicle also arrived with the previous owner's information still attached to the system. I had to drive nearly 40 minutes to another Mercedes-Benz dealership to have it removed so I could set up Mercedes me. The ONLY positive experience we had was with Justin, who was professional and helpful throughout the process. I honestly wish the commission could have gone to him alone. I also contacted Mercedes-Benz customer service. Tracy from customer relations tried to help, but I never received a follow-up after telling her I still hadn't received the check. The first person assigned to my case, Kamiel, an Executive Relationship Manager, closed/canceled the case without even reaching out to me to determine what happened. For my first Mercedes purchase, this entire experience was extremely frustrating and unprofessional. A luxury dealership should provide better communication, preparation, accountability, and customer service. Unfortunately, this location failed in all of those areas. I will NEVER purchase another vehicle from this dealership and would not recommend this location to my family or friends.

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Two rules: #1 Never own a Mercedes outside the warranty period! #2 Never buy a new car from Zia of Ft Walton Beach. Because my wife wanted it, and against my better judgement, I bought a new E 350 in 2012 from then Mercedes of FWB, now Zia Motors. Had constant problems with it most recently the diesel system. When I approached them about correcting the latest diesel DEF problem, they told me that they no longer work on it. It was too old!!! When we purchased they promised to be there for as long as we owned the car and mention "service' ... Read More

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DealerRater - Aug 15, 2026

Two rules: #1 Never own a Mercedes outside the warranty period! #2 Never buy a new car from Zia of Ft Walton Beach. Because my wife wanted it, and against my better judgement, I bought a new E 350 in 2012 from then Mercedes of FWB, now Zia Motors. Had constant problems with it most recently the diesel system. When I approached them about correcting the latest diesel DEF problem, they told me that they no longer work on it. It was too old!!! When we purchased they promised to be there for as long as we owned the car and mention "service' in all their adds. And I guess they do provide service, until they don't! Even f you bought from them. Stay away from Zia!

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Found a 2013 GLK 350 AMG package with 69,000 miles on it. Its the one truth the dealership couldn't Lie about. The salesman Larry was full of lies about the car. Said an older lady owned the car and it was always garaged, not true. It was an overcast rainy day at the dealership the day I purchased the car. so I missed a few things I would have noticed on a sunny day. They had put a cheap paint job on the car. when they painted the car they did not paint the fuel door. How brilliant is that! On my ... Read More

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DealerRater - Feb 20, 2026

Found a 2013 GLK 350 AMG package with 69,000 miles on it. Its the one truth the dealership couldn't Lie about. The salesman Larry was full of lies about the car. Said an older lady owned the car and it was always garaged, not true. It was an overcast rainy day at the dealership the day I purchased the car. so I missed a few things I would have noticed on a sunny day. They had put a cheap paint job on the car. when they painted the car they did not paint the fuel door. How brilliant is that! On my way home I realized there were no books for the car, owners manual etc. called to speak with Larry the salesman. no luck. Called several more times asking for a call back. no good. That speaks for the integrity of this Mercedes dealership. I grew up in Fort Walton beach. Expected more, at least being told the truth. Was installing a trailer hitch on the car and found there was no jack or tool kit. my suggestion-Don't purchase a used car from this dealership. They are underhanded. The only way they can put the screws to you if you buy a new car from this Mercedes dealer is overcharging on the price so do your research!

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DO NOT GO TO THIS DEALERSHIP. STAY AWAY!!! I have been waiting over a full year -- since July 8, 2024 -- for a refund for services that were never completed. I was charged by Mercedes-Benz of Fort Walton Beach, OVER $2,000.00, and despite catching their error and reaching out multiple times, I've received nothing but excuses, silence, and stalled responses. Managers Marcus and Connor (everyone else was very helpful) have gone out of their way to avoid resolving the issue. Calls are ignored. Promises are broken. Conversations lead nowhere. Their approach is passive stonewalling -- dragging this out for months in ... Read More

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DealerRater - Aug 10, 2025

DO NOT GO TO THIS DEALERSHIP. STAY AWAY!!! I have been waiting over a full year -- since July 8, 2024 -- for a refund for services that were never completed. I was charged by Mercedes-Benz of Fort Walton Beach, OVER $2,000.00, and despite catching their error and reaching out multiple times, I've received nothing but excuses, silence, and stalled responses. Managers Marcus and Connor (everyone else was very helpful) have gone out of their way to avoid resolving the issue. Calls are ignored. Promises are broken. Conversations lead nowhere. Their approach is passive stonewalling -- dragging this out for months in hopes I'll give up. Turns out, I'm not alone. This dealership has a "C" rating on the BBB, with multiple complaints, one of which they never even bothered to answer. On Yelp, Carfax, and Cars.com, you'll find the same themes repeated: deceptive billing, ghosted follow-ups, and mismanaged service. Mercedes-Benz is supposed to stand for excellence. This location stands for the opposite. Avoid this place at all costs -- unless you enjoy paying for work that never gets done and spending a year begging for your own money back, or waiting forever to get basic customer service requests filled.

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My initial experience with the sales department was terrific, but then I needed to schedule an appointment for my ceramic coating. From day one, I was given the run around, which continued for almost three or 4 months. Finally, I get the car in for ceramic coating. The loaner I requested was not reserved, so I had to stay at the dealership. I checked the vehicle in at 11:00 and left around 1:30 or so. So it only took two hours or less for a ceramic coat….When asked about the scratches still in the paint on the bumper? The service manager told ... Read More

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DealerRater - Jun 27, 2025

My initial experience with the sales department was terrific, but then I needed to schedule an appointment for my ceramic coating. From day one, I was given the run around, which continued for almost three or 4 months. Finally, I get the car in for ceramic coating. The loaner I requested was not reserved, so I had to stay at the dealership. I checked the vehicle in at 11:00 and left around 1:30 or so. So it only took two hours or less for a ceramic coat….When asked about the scratches still in the paint on the bumper? The service manager told me they only add a clear coat over everything. Correct me if I’m wrong, but meticulous detailing steps go into ceramic coating, and process for a proper ceramic coat should’ve taken anywhere from 24 to 48 hours or longer, depending on the vehicle type.. I’m not a professional, but shouldn’t give or take the steps below have been applied: Surface Preparation: for a ceramic coat is: Thorough Cleaning: The surface (e.g., a car's paint) must be meticulously cleaned to remove any dirt, grease, or other contaminants that could interfere with the coating's adhesion. Decontamination: This step removes embedded pollutants like iron particles and other contaminants using methods like clay bar treatment or specialized chemical decon products. Paint Correction: Any imperfections in the paint, such as swirl marks or scratches, are addressed through polishing to create a smooth, even surface for the coating. Panel Wipe: An Isopropyl alcohol (IPA) wipe is often used as a final step to ensure the surface is free of any residues that could affect the coating. Then the application of the coating…. 2. Ceramic Coating Application: I’m positive none of this happened. My vehicle still has iron particles, scratches, and swirl marks. . My car's interior looks like I did a half-assed, amoral wipe down. Now I have to spend $2000 to fix their lackluster job. If I could rate their service department a zero, I would. It's the worst customer service I've ever experienced.

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This dealership was amazing. Anything from David Scott Lee is guaranteed. Everyone was very nice and very accommodatable. They did not make the process long and they showed you the Carfax. When you do research and you don’t know what you’re doing that’s your problem.

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Kris, our sales guy, was great to work with. He was professional, patient and not pushy. The finance department was just as nice and enjoyable to work with.

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DO NOT BUY HERE STAY FAR FAR AWAY Purchased a vehicle sight unseen online from MB of FWB and told my salesperson the condition of the brakes were extremely important to me and to make sure they were in good condition as they are a very expensive brake job to repair. I was told by my salesperson that they were in good condition and I would not have to worry about the brakes at all and the vehicle was shopped properly, which is the sole reason I went through with the purchase. I also was promised $1,000 back which was put ... Read More

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DealerRater - Mar 4, 2025

DO NOT BUY HERE STAY FAR FAR AWAY Purchased a vehicle sight unseen online from MB of FWB and told my salesperson the condition of the brakes were extremely important to me and to make sure they were in good condition as they are a very expensive brake job to repair. I was told by my salesperson that they were in good condition and I would not have to worry about the brakes at all and the vehicle was shopped properly, which is the sole reason I went through with the purchase. I also was promised $1,000 back which was put in a "we owe" document that was never sent out to me because I almost backed out due to a hidden extra $1,000 dealer fee. Within the first 80 miles of the drive a check engine light came on the vehicle, and within 150 miles a brake system failure alert popped up as well. Both having nothing to do with the other. After having it brought to my local MB dealer, the vehicle had a massive engine oil leak which happens and a faulty thermometer which happens as well and I gladly paid to have those issues remedied and did not throw that back on the dealer. However, my MB dealer informed me the vehicle would not only not come close to passing inspection, but was UNSAFE TO OPERATE as the rotors were warped and brake pads worn to little to nothing. I was quoted about $13,000 for the brakes I was told were fine, and after a week of being bounced back and forth upper management concluded to offer me $2,000 towards the repairs. I was calm cool collected throughout the process not waving any threats even apologizing to the dealership for making this into something that needs to be addressed and I was offered 2k and that is that. Absolutely criminal and disgusting. Filing a complaint with Florida DMV and suggest anyone else with a negative experience does the same.

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Service department Manager is a joke and their employee Gay is very unprofessional and rude, especially when he was mocking my 17 Year old E-320 is worthless than their brand new car! He should be fired!

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Nothing they say comes true I would never buy anything from them again costumer service is terrible

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We have been trying to use this dealership for the warranty maintenance on our cars for more than 4 years, but have now given up. We had a recurring notice on our Mercedes app that the battery was not charging or staying charged. We were given numerous reasons why they could not fix it so we contacted Mercedes of Pensacola and they had the problem identified and fixed right away. Next, we bought a new car from the Ft. Walton dealership and paid extra for exterior paint protection to be applied before driving it home. After getting the car home I ... Read More

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DealerRater - Mar 16, 2024

We have been trying to use this dealership for the warranty maintenance on our cars for more than 4 years, but have now given up. We had a recurring notice on our Mercedes app that the battery was not charging or staying charged. We were given numerous reasons why they could not fix it so we contacted Mercedes of Pensacola and they had the problem identified and fixed right away. Next, we bought a new car from the Ft. Walton dealership and paid extra for exterior paint protection to be applied before driving it home. After getting the car home I found the detail shop and not removed the adhesive from the car when protective plastic is applied to the cars during shipping. I could not understand how they could have washed and cleaned the car without noticing this adhesive on the doors, I took it back and they removed the adhesive and reapplied the paint protection. (Allegedly applied the protective coating) For my second annual service, they said the performed everything needed, but then I received a notice from CarFax that my tires had not been rot. When I asked the dealership about this issue, they couldn’t say whether they had rotated the tires or not. I then asked for a seat over be replaced, as there was a hole in it and the car was still under warranty. I had paid more than $2,000 for extra interior and exterior protection that was to cover the car for 5 years. After spending 2 months driving back and forth to the dealership so they could take pictures, tell me they were working on getting the seat repaired, I was told by the service manager they were not going to do anything, but would give me the name of someone who could make the repairs for me. I then complained to the manager, who agreed my seat should be covered and he said he would work on it and get back to me. I waited on the manager for more than a week and never heard back. I then called Pensacola Mercedes who agreed to make the repairs under the warranty and scheduled the service. It is sad so many people have to drive by the Ft. Walton Mercedes dealership and drive to Pensacola just to get professional service.

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Joseph Haracz is best service agent I've had since this dealership went under new management with ZT Motors back in 2015. He is very attentive to detail and he makes sure I receive the best service. If there is ever a problem, he does his absolute be best to resolve that problem and he makes sure I'm happy with my service. His positive energy is refreshing and was what this dealership was missing all of these years. I no longer dread getting my car service because I know Joe is going to take care of me. Thank you Joe ... Read More

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Google - Jan 19, 2024

Joseph Haracz is best service agent I've had since this dealership went under new management with ZT Motors back in 2015. He is very attentive to detail and he makes sure I receive the best service. If there is ever a problem, he does his absolute be best to resolve that problem and he makes sure I'm happy with my service. His positive energy is refreshing and was what this dealership was missing all of these years. I no longer dread getting my car service because I know Joe is going to take care of me. Thank you Joe for all your hard work. It does not go unnoticed.

Joseph Haracz was of great help in getting our problem fixed. Great customer service and positive energy!

Justyn Jones and his team at MB Fort Walton Beach did a fantastic job! Justyn was patient and worked with me on every question, concern and challenge. We made a fair deal and Justin went way beyond the extra mile to help me get into a gorgeous CPO. Thanks, Justyn! Keep up the great work!

Beautiful show room. Everyone is friendly. Waiting room has some drinks and snacks. But it was $360 for a oil change.

Britany was awesome at finding me exactly what car I wanted. She kept in touch throughout the entire process and made it such an easy & quick experience. Highly recommend working with her if given the opportunity!

This was our first Mercedes purchase and we were very pleased with the process. The sales staff was friendly, efficient and courteous

My husband and I had a wonderful experience at this dealership regarding a Lexus trade in and the purchase of an SUV. We live approximately an hour away so we spent a great deal of time prior to the sale communicating remotely. Brittany was excellent, timely in her communication (even responding after hours) and even took videos and extra photos of the car IN THE RAIN. They even had my final paperwork personally delivered to my house so I didn't have to go back up to the dealership again. We couldn't have asked for more...My new car ... Read More

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Google - Jan 5, 2024

My husband and I had a wonderful experience at this dealership regarding a Lexus trade in and the purchase of an SUV. We live approximately an hour away so we spent a great deal of time prior to the sale communicating remotely. Brittany was excellent, timely in her communication (even responding after hours) and even took videos and extra photos of the car IN THE RAIN. They even had my final paperwork personally delivered to my house so I didn't have to go back up to the dealership again. We couldn't have asked for more...My new car is lovely, they gave us a very fair price on our trade-in, everyone was super nice, professional and responsive. We would definitely purchase from this dealership again!

My first time buying a car the staff was so nice and friendly I'm happy I went here! Thank you Brittany for all the help!

000め★ 5 minutes ago I recently traveled from Lafayette Louisiana to Destin Florida for the Christmas Holidays. I wanted to purchase new tires from my local Mercedes dealership before the trip but the size tires my car takes where not in stock and if ordered they would not have come in time. I called Mercedes Benz of Fort Walton Beach, they ordered my tires and installed them while I was in their area. The reason I am taking the time to write this review is to thank the Fort Walton Dealership for their excellent service. Joe in the service department was great ... Read More

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DealerRater - Jan 1, 2024

000め★ 5 minutes ago I recently traveled from Lafayette Louisiana to Destin Florida for the Christmas Holidays. I wanted to purchase new tires from my local Mercedes dealership before the trip but the size tires my car takes where not in stock and if ordered they would not have come in time. I called Mercedes Benz of Fort Walton Beach, they ordered my tires and installed them while I was in their area. The reason I am taking the time to write this review is to thank the Fort Walton Dealership for their excellent service. Joe in the service department was great and I had the pleasure of visiting with the General Manager Ray Villarreal, who I have to say was one of most sincere and professional persons I have ever dealt with, ever. I highly recommend Mr. Villarreal and Mercedes-Benz of Fort Walton Beach.

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Can’t say enough good things about Ray and Justyn.. I needed a different car and they knew my circumstances were going to be a challenge but they accomplished it quickly and I am in the most luxurious car I’ve ever had… Thank you guys! Be back when the lease is up Cindi 😊

Don't trust this service department will tell you things are needed for your vehicle that are not and the service Manager back's the technicians selling the work the vehicle doesn't need I urge everyone to get a second opinion I did and saved thousands of dollars

My car wasn't starting and the battery wasn't the culprit. So I called the dealership & made me an appointment for the following morning (a Wednesday). As it was nearing the end of the day on Wednesday I tried calling the dealership as I was surprised I had not heard from them regarding a diagnosis given the appointment was in the morning, no one in service answered so I left a voicemail. Now it’s Thursday and I keep calling trying to get an update on my car and no one in service is answering the phone. Once ... Read More

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Google - Dec 3, 2023

My car wasn't starting and the battery wasn't the culprit. So I called the dealership & made me an appointment for the following morning (a Wednesday). As it was nearing the end of the day on Wednesday I tried calling the dealership as I was surprised I had not heard from them regarding a diagnosis given the appointment was in the morning, no one in service answered so I left a voicemail. Now it’s Thursday and I keep calling trying to get an update on my car and no one in service is answering the phone. Once I finally reached someone around 4PM they said my service advisor was wrapping up the quote for the repair and would call me right back. 30 min later they called & said it needed a new starter and that they had it in stock and could fix it tomorrow and the price was ~$2K. I gave them the green light and am expecting them to call me on Friday letting me know when they were done so I could pick it up. Well of course their lack of communication continues so no update on Friday. On Saturday morning we were debating on driving out there to pick it up since they told me it would be fixed on Friday. I called multiple times on Saturday as I didn’t want to waste our time driving there if in-fact it wasn’t repaired yet or if their hours were wrong online for Saturday. No one, not even in sales, answered the phone on Saturday. Monday morning within 5 minutes of them opening they called to let me know they JUST replaced the starter, but that now there is an error code on the rear tire sensors and it will be another $2K. I told them I would be there within the hour and to not do anything else to the car as the car did not have that issue prior to putting it in their custody. We arrive about 45 minutes later and the car is no where to be seen. The series of excuses for the preceding week were that on Friday when they went to replace the starter they realized they didn’t actually have the one in stock that they needed (this should have been communicated to me on Friday). They claimed there was an issue with their phones on Saturday that they didn’t realize until Monday. Given there was a google review regarding that same Saturday (Nov 4) that someone came to buy a car and was never acknowledged by sales so they left I think the more accurate explanation is that no one at work that day was doing their job. On the phone Monday morning Mike tried to blame no one answering the phone on Saturday on a new receptionist, but when we were at the dealership on Monday he said he was a 1-man show on Saturday (he couldn’t keep up with the stories he was making up on the fly). We had to wait almost an hour for the car to finally be brought around which was ridiculous given they said they already replaced the starter and we told them we were on our way. Communicating the status of diagnosing the issue and the status of the repair (especially when there are delays) is customer service 101 for a car repair place. This was the worst communication I have ever had from this type of business which is completely unacceptable for a Mercedes Benz dealership of all places. Part of what we pay a premium for when using dealerships is the exceptional customer service. I’ve always serviced my car at MB dealerships (in OH and NC), but will never bring it back to this dealership. I drove my car to Destin Imports for a second opinion on the rear tire sensors. They were able to look at it the same-day and said there wasn’t any codes showing up in the history, and they couldn’t identify anything wrong with the sensors. It has now been about 3 weeks and there have been no issues. I’m glad I stuck to my gut of wanting a second opinion before ANOTHER $2K for no reason. The car was towed on 2 tires so I think if there was an error code related to 2 of the tire sensors it was probably from when it was being towed and if they just ran the car for a few minutes or drove it around the block it would have cleared before jumping to the conclusion that another repair was needed.

Staff was super awesome environment was chill and pricing was actually cheaper than going someplace else, 10/10 👏

took forever and car still the same

Went there to order GLS 63 not a single sales person approached me nevertheless greeted me. Needless to say we just finalized a 2024 GLS 63 AMG from the MB of Memphis. (Photos to show I was there with no assistance whatsoever) I was only driving a 2020 I was X7 M50i.

Outstanding all the way around. I was traveling back from Beach and noticed some unwanted noise coming out from my Mercedes engine. Thankfully the dealership was only couple miles away. When I arrived I was immediately greated by service adviser Mike. He was very understanding of my concern and took my vehicle in without wait. Technician who was assigned to take care of my car named Justin went above and beyond to make my experience even more pleasant. He inspected my car from the front to back, addressed all of my concerns, and even printed educational material for me so ... Read More

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Google - Nov 4, 2023

Outstanding all the way around. I was traveling back from Beach and noticed some unwanted noise coming out from my Mercedes engine. Thankfully the dealership was only couple miles away. When I arrived I was immediately greated by service adviser Mike. He was very understanding of my concern and took my vehicle in without wait. Technician who was assigned to take care of my car named Justin went above and beyond to make my experience even more pleasant. He inspected my car from the front to back, addressed all of my concerns, and even printed educational material for me so I understand what my car might need in the near future. Within just an hour my car was washed and back on the road. My experience with this dealership completely changed my view on franchised service dpts. Both Mike and Justin deserve praise for their outstanding service and knowledge in their field. Thank you Mercedes of Fort Walton. I am your new fan.

We came all the way from Opelika, Alabama to purchase a car from this dealership. Highly recommend buying from this dealership. Great communication and customer service.

Larry the salesperson was great. He spent so much time showing me how all the settings and gadgets worked and setting everything up on my car for me. This is my 5th Mercedes over the years and they always are wonderful no matter what you go there for. I highly recommend them.

I went to Mercedes of Fort Walton Beach to have my fiancés vehicle looked at. To my surprise I was greeted at the service department with a bright smile and a easily approachable demeanor thanks to Joe. He made the process extremely stress free with his kind tone and knowledge suggestions. My fiancé and I have now found our go to maintenance expert and location!

When I say the service department at Mercedes Benz in Fort Walton Beach is outstanding in their customer service I mean it. Joe Haracz made sure I was well taken care of and always kept me in the loop. Very attentive and personable. He always had everyone smiling and laughing. The energy in the service department has changed dramatically since he started. He is going to have MANY repeat customers. I never once felt like I was just another number to him. He made sure I felt like a valued customer and made a lasting impression. I will 100% recommend him ... Read More

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Google - Oct 4, 2023

When I say the service department at Mercedes Benz in Fort Walton Beach is outstanding in their customer service I mean it. Joe Haracz made sure I was well taken care of and always kept me in the loop. Very attentive and personable. He always had everyone smiling and laughing. The energy in the service department has changed dramatically since he started. He is going to have MANY repeat customers. I never once felt like I was just another number to him. He made sure I felt like a valued customer and made a lasting impression. I will 100% recommend him and the service department of Mercedes Benz to anyone. Thank you so much Joe for all your hard work and dedication.

Mike Gold was very helpful and outgoing in helping me with the right path to get my vehical serviced. Best service advisor that i have ever come across.

I have been to many dealerships all over the state,and this by far,was my best experience. Michael Goldsztajn provided me with outstanding service, the cleanliness of this place is immaculate and I felt like a valued customer! Thank you for your professionalism,10/10 would recommend and will 100% be recommending in the future.

Destiny was very fast and reliable and very helpful with all my questions!

I brought my Mersadies G in for a service and worked with Mike. He was very knowledgeable and advised me on a few safety concerns that we took care of that day. Mike was awesome to work with. He was funny and great at communicating with me. We will be back!

The service department would be nothing without mike Goldstein he always goes out of his way to help the customers.

The service department was awesome, great experience with many smiles, Mike was very very helpful.. definitely a great dealership

Had an excellent experience, Mike and the service team did a fantastic job.

very nice staff, destiny was especially helpful and outgoing.

I just want to say that the service department is top notch on everything they do and say. I had never ever in my life seen such hard working people, people who care about you and make your car is in perfect condition.

Amazing Customer service!!!

Miss Destiny did so great today. While I waited she told me great places to eat and visit. She gave me a ride to go to the bank. She was a great help to me and my husband. Thank you!

I believe her name was Destiny in service department. She was respectful and kind and sent me in the right direction.....

Great service in the service department !! Very respectful and helpful.. staff is friendly:)

Horrible customer service

They have no answers for anything and just want ur money

I purchased a car in December of 2022. I specifically told my salesperson Luis (from BMW) to make sure it had navigation as I am a Realtor. He delivered my vehicle to me at my friends house as it was raining really hard and took my vehicle that I traded in. Luis told me to come back and he would show me how to use all the features. I asked again, Luis, are you sure this has navigation? He answers, "Yes, Connie this has EVERYTHING!" So, this was Dec 30, 2022. In January after the holidays, I finally got back with ... Read More

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Google - Sep 12, 2023

I purchased a car in December of 2022. I specifically told my salesperson Luis (from BMW) to make sure it had navigation as I am a Realtor. He delivered my vehicle to me at my friends house as it was raining really hard and took my vehicle that I traded in. Luis told me to come back and he would show me how to use all the features. I asked again, Luis, are you sure this has navigation? He answers, "Yes, Connie this has EVERYTHING!" So, this was Dec 30, 2022. In January after the holidays, I finally got back with Luis to show me where the navigation was and how to use it, only to discover that this vehicle did NOT have navigation. He put his hands on the wheel rested his head on the wheel and said, "It does NOT have navigation!" I immediately said well then I want my car back and he indicated it just sold at auction so there was no way to return the car. I called Ron the manager at the dealership many times and he finally told me all he could do was order a chip and wait for it to come in and he would have it installed. Long story short, he never called. July 1st I bring it in for regular maintenance and was talking to Steve the service manager only to find out that Ron was no longer there, NOR was my vehicle even set up for navigation. So he sent me to Barry and Barry ASSURED me that after the 4th he would contact me and resolve this issue.....TO NO AVAIL!!!!!! NEVER did he pick up the phone and even talk to me...............BUYER BEWARE.....they DON'T stand behind their word. They totally ignored me.

After making an appointment and being told my car would be serviced, I got there and was refused the service. I drove an hour and a half for the appointment. To add insult (literally) to injury, Mike Goldstajn, my service advisor told me “you sound pretty STUPID to me” as I walked out the door. Pensacola isn’t that much further. Do yourself a favor and AVOID this dealership.

I dropped our 2016 MBZ GLE350 off an hour before my 9:45 am appointment. I was told it would take 3-1/2 hrs before they could even look at it. I called 6 times later that day to get a status update and to see if the repair would be covered, as the exact same dealership recently "fixed" the exact same problem. I left several messages with management, letting them know I can't seem to get a live person to answer or return my calls. I also reached out to the GSM the following day. Still, ZERO responses. At this point, ... Read More

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Google - Jul 30, 2023

I dropped our 2016 MBZ GLE350 off an hour before my 9:45 am appointment. I was told it would take 3-1/2 hrs before they could even look at it. I called 6 times later that day to get a status update and to see if the repair would be covered, as the exact same dealership recently "fixed" the exact same problem. I left several messages with management, letting them know I can't seem to get a live person to answer or return my calls. I also reached out to the GSM the following day. Still, ZERO responses. At this point, I'm seriously concerned they are so understaffed they can't provide even the lowest level of customer service. It is really surprising because up until recently, we had experienced nothing but good service at this dealership. Hopefully, I'll hear something on Monday because the service department is closed now for the weekend. If I can't get ahold of anyone on Monday, I'll be forced to go beyond Step One Automotuve and ask Mercedes Benz, directly, if this negative service experience is congruent with the franchise agreement they hold with this dealer. I have a feeling that might have an effect. Until then, I'm going to continue to exercise my right to share my experience all over the Internet, regarding Step One Automotive and Mercedes Benz of Ft Walton Beach, FL. Incidentally we were seriously considering trading-in our 2016 for a 2024. There is no way in hell that will happen now. There is a new Porsche dealership going in near our home, on the 30A. We'll see but they might be earning our business for at least 1 new car + service in the near future.

Being a Mercedes owner I occasionally visit the folks at ZT Motors. Great visiting the staff and enjoying the beautiful showroom vehicles.

Didn't have the part i needed but Clean shop. It would take 4 days to order it but I was there on vacation and about to leave the area

Go in for service the service. The service writer had no clue what he was talking about. Just unkind. Will never come back or buy a car from here

I just made a purchase today with Justyn, he was absolutely phenomenal. He took care of me as soon as I walked in for my 9:30am appointment to test drive the cla250 coupe . He was very kind, knowledgeable about the cars, and didn’t pressure me at all in the sale. He help me make the right decision in purchasing my first Mercedes Benz. Thank u soo much for all your help . I highly recommend Justyn. & all the other staff was also kind and friendly. Keep up the good work guys 😊

I bought my sister’s c300 here to be fixed and their genius mechanic kept the key to the wheel lock which caused issues later when a tire needed to be replaced. I called numerous times and was unable to speak to anyone. Then when I did, they told me someone would call back and no one ever called. We were stranded in Alabama (from Ny) for 2 days waiting for a replacement. I had to replace it myself because the dealership was no help. Thank you so much MB of Fort Walton.

I had an appointment last Friday only to arrive and be told that the person that was going to work on my car wasn’t there. I drove an hour and took off work to get my car serviced. They didn’t bother to call and tell me my service was cancelled. Instead of an apology I got “we don’t control our subs”. Not my first poor experience with their service dept! Unfortunately options are limited in the area.

Wonderful service, Marty and the crew there are attentive and supportive

READ ALL THESE SERVICE REVIEWS and take them to heart, this place is the worst!! I took my wife’s car in March to have a rough shifting on acceleration issue checked out. Was told that they need to replace the transmission control, head gasket, and parts on the turbo. This cost about $5300 and you would think this would fix our issues. Nope. Three weeks later car starts shifting rough again on acceleration and shaking badly. I called and spoke to Marty who said it sounded like the high pressure fuel pump was bad, so we bring it in and ... Read More

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Google - May 24, 2023

READ ALL THESE SERVICE REVIEWS and take them to heart, this place is the worst!! I took my wife’s car in March to have a rough shifting on acceleration issue checked out. Was told that they need to replace the transmission control, head gasket, and parts on the turbo. This cost about $5300 and you would think this would fix our issues. Nope. Three weeks later car starts shifting rough again on acceleration and shaking badly. I called and spoke to Marty who said it sounded like the high pressure fuel pump was bad, so we bring it in and a few days later we are told that the intercooler needed replaced. Another $1550. Then we get a message from Marty saying the problem is still there and they need to do some more digging, 3 weeks later we get the diagnosis. It’s the fuel pump! Just like Marty said. Another $1600. So now we have invested more money than the car is worth, and nothing more than a ‘I’m sorry, our service advisor shouldn’t have told you what the problem was before being diagnosed.’ Weird thing is, he was right, and he’s in trouble because he could have saved us $1550. This dealership doesn’t care about service just switching out parts and $$$. Not even an oops or discount offered or anything. I know the owner in another comment mentioned Steven turning this service department into a 5 star, well I’m here to tell you it is not. If google allowed 0 stars that’s what they would have gotten.

Great customer service!!!

Courteous staff to to bottom. We have bought 2 Mercedes there and the S-Class is like driving a cloud, but sporty!

Terrible service department.

I appreciate Mike and his team for the quick turn-around and great service when taking my car in for its most recent regular maintenance.

Quick and efficient

I am an Uber driver and I take a passenger over there to pick up her car that took five weeks to be fixed. She got there at her scheduled pick up time in the business was closed and there was nobody there. They left her car unlocked with one of the keys still in it and when she went to start it, it would not start and she told me that it had been there over three weeks, and they told her they had forgotten to even order the part for her.

Attempted to get a service appointment for my GLS 580 multiple times. Told I would have to speak with the service manager and never received a follow up call either time.

Mike did a great job for us. They moved us up to get us fixed as we had broke down from out of town. I would recommend them, and use them again

You really need a better waiting room instead of right in the showroom. Very uncomfortable. Also when I was first called that my car was ready, it wasn't even my car. You need a better way of of matching owners with the correct car.

Worst experience at a Mercedes dealer ever!!!!! I had an appointment at 9:00. Oil change, tire rotation. When I got there they said they would check the recall item. (Loose molding trim piece). Five hours, yes five hours later I left with an oil change and a check on the molding piece. 5 hours for and oil change, with an appointment!!!! Really. They suggested not to rotate the tires???? Five hours for an oil change. Won’t ever happen again.

Pros: My experience was good. Service Reps were very helpful. Cons: I forgot to ask them to change my clock time and to turn off tire notification- plus I had to drive from PC to FWB- long drive wish MB was closer.

Mike in service at Fort Walton Beach Mercedes knocks customer service out of the park. Just a home run! Mike reminded me why I purchased a Mercedes, by excellence in service, (a rental car provided for as long as service was needed); and, quality of services provided (to, include the extras like car wash and air in my tires.) The hustle of wanting to do a good work and the consideration and care showed throughout the entire facility was shown. It's clean and beautiful. The place has excellent staff throughout. The owner's choices of hiring excellent management & ... Read More

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Google - Mar 8, 2023

Mike in service at Fort Walton Beach Mercedes knocks customer service out of the park. Just a home run! Mike reminded me why I purchased a Mercedes, by excellence in service, (a rental car provided for as long as service was needed); and, quality of services provided (to, include the extras like car wash and air in my tires.) The hustle of wanting to do a good work and the consideration and care showed throughout the entire facility was shown. It's clean and beautiful. The place has excellent staff throughout. The owner's choices of hiring excellent management & motivated employees is unsurpassed. This Mercedes dealer wants to do busines, by the top notch way they handle their customers. They have earned our business, whether a purchase or regular maintenance. Fort Walton Beach Mercedes-Benz provided the kind of service we have all come to expect from a Mercedes-Benz dealership.

Great experience easy and reasonable!!!!

Everyone was very kind and accommodating. We were in and out in no time at all. This will be our go to place in the future for our Mercedes.

Very fast and efficient..

I purchased a new GLS 450 and purchased the wheel insurance along with prepaid service. With 15k miles and two years they said two tires showed chips and needed replacement. They neither tire warranty or wheel warranty would cover any of the cost. Additionally, in the two services I have had they have not been willing to provide a loner car, even though they say they would. So do not purchase the wheel warranty and do not trust them on new tires that come with the vehicle. With only 15k miles no warranty on new tire.

Had my vehicle in for routine servicing. Not satisfied with the $1870 I was already spending they tried to sell me a brake job and new wiper blades. Then gave my car back with 49+ psi in all 4 tires. You draw your own conclusions; but, I will never have servicing done here again.

We were sold a 2022 80+k vehicle that had issues, under warranty but since it wasn't a Mercedes they "couldn't" help us and "wouldn't" facilitate getting our car to full working condition as it should have been before it was ever sold to someone. I wanted to bring the car back because this was the most expensive car I have ever had and I can't use quite a few functions of the vehicle and I asked if my vehicle I traded was still there and salesman Larry told me it wasn't. I ... Read More

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Google - Feb 24, 2023

We were sold a 2022 80+k vehicle that had issues, under warranty but since it wasn't a Mercedes they "couldn't" help us and "wouldn't" facilitate getting our car to full working condition as it should have been before it was ever sold to someone. I wanted to bring the car back because this was the most expensive car I have ever had and I can't use quite a few functions of the vehicle and I asked if my vehicle I traded was still there and salesman Larry told me it wasn't. I drove to the dealership because he continued to ghost me and my vehicle was for sale on the lot after telling me that they would be sending my car to auction because they had no use for it. Just terrible customer service and BUYER BEWARE IF YOU BUY ANYTHING ELSE BUT A MERCEDES FROM THIS DEALER, you will get ZERO support.

I know this won’t be read by the dealership but I might as well put it out there. Purchased our GLB last year, was told by the sales manager and salesman a second key would be ordered. We have been checking in every month and keep being told “it isn’t in yet”. Spoke with the service department and found out it wasn’t even ordered. Decent customer service would have called me to keep me updated on the status. This place is now completely ignoring me. I regret purchasing anything from this place.

My car was stolen on November 19th, finally had it towed to this dealership on November 30th where it still sits till this day and I cannot get a ETA on new keys for the car….because the men that stole my car still had the keys, and if I don’t call to get answers no one will call you…..

The GM at this location unplugged my Tesla from the ChargePoint station without my permission. He damaged my Tesla’s charging port and lied about aspects of the situation in front of other employees. I’m considering filing suit. Avoid this place like the plague

A $5,300 repair that did not fix the problem. Now they say it’s another $2,300 part. Are they just throwing darts hoping if they if they replace enough parts it will get resolved?

Bottom line: We bought a certified pre-owned vehicle in Aug 2022 that is riddled with problems (to include an unaddressed safety recall from 2021) and the dealership was aggressive, rude, and made absolutely no effort to make it right in ANY way. Background: We bought a car in August and they kept it in the shop for a few days after we bought it so they could have additional time to ensure it was inspected thoroughly & all repairs required to certify the vehicle were completed. No problem. Immediately upon picking it up, we had numerous problems (tire pressure lights, media center ... Read More

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Google - Feb 7, 2023

Bottom line: We bought a certified pre-owned vehicle in Aug 2022 that is riddled with problems (to include an unaddressed safety recall from 2021) and the dealership was aggressive, rude, and made absolutely no effort to make it right in ANY way. Background: We bought a car in August and they kept it in the shop for a few days after we bought it so they could have additional time to ensure it was inspected thoroughly & all repairs required to certify the vehicle were completed. No problem. Immediately upon picking it up, we had numerous problems (tire pressure lights, media center didn’t work, horrible screeching sound coming from the AC, dead frog in a tail light, no windshield wiper fluid, windshield wipers were so old they wouldn’t clean the windshield and chattered so loudly you could hear it over the sound of music, should I go on?). We kindly reached out to the salesman regarding the issues and took it in to get the issues reconciled. He was friendly and scheduled for the issues to get fixed. I worked at the dealership on my computer for most of the day while they made the repairs. My husband was out of town (military) and I couldn’t take off work to get my newly purchased vehicle repaired. Not convenient but it was totally fine. Left with the vehicle and immediately realized a bunch of the issues weren’t addressed. I guess I needed to confirm they did what they said they completed on the service sheet. So I (still kindly) reach out to the salesman to go back for more repairs. Go back, still the repairs were not completed when they told me the car was ready. I gave up and just took the vehicle home. Over time, the vehicle continues to give us issues and after months of waiting for the “earliest service appointment” they kept the car for over two weeks. At that point, we talk to the dealership to figure out a way forward. I am not comfortable in a vehicle I paid top dollar for (let’s just say that their prices are less than competitive). It has an active safety recall on it that was unaddressed when they certified the vehicle and ignored each time it was brought in for repairs. The store manager comes in, doesn’t shake my husband’s hand and is aggressive/rude immediately. Offers us less than 50% of what we bought the car for 6 months ago and says take it or leave it he doesn’t care. I explain that I’m a military spouse (and veteran) and my husband deploys in one month so having a safe vehicle is integral. He responds by telling me to have a good day. If you’ve read to this point, I hope you understand that I’m begging you to take your money elsewhere. The extreme lack of integrity and disrespect I experienced at this dealership is jaw dropping.

This has to be the worst Mecedes dealership for service on the planet. Due to its location for me it is the most convenient, hence I continue to use them. I dread when my vehicle tells me I am due anything that will force me to use this dealership. I’ll give maybe two examples, but for the record I have many. When I first bought this particular vehicle it was still under warranty, I took it to the service dept for a look over plus a mold issue and clicking noise while turning. I was told by the advisor ... Read More

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Google - Feb 4, 2023

This has to be the worst Mecedes dealership for service on the planet. Due to its location for me it is the most convenient, hence I continue to use them. I dread when my vehicle tells me I am due anything that will force me to use this dealership. I’ll give maybe two examples, but for the record I have many. When I first bought this particular vehicle it was still under warranty, I took it to the service dept for a look over plus a mold issue and clicking noise while turning. I was told by the advisor that there is nothing they can do about any of my concerns as the mold was probably from the previous owners sweat, which is not covered under the warranty, the clicking noise couldn’t be found unless the brakes and rotors are changed at my cost for further troubleshooting, additionally they don’t look over cars for vehicles not bought there at said dealership. I’ve had many others basic customer service issues between that and the following insistent. A recall came out for “mold in HVAC” soon after the warranty expired which was another nightmare with parts and communications between the dealership and myself. The manger and a advisor who both tried to be customer service friendly and do the right things have since left the dealership. My most recent experience for a A1 service, started with no one to great me at the drive in, I eventually got out and went inside where I wasn’t greeted at all. My advisor was on the phone, just for information. After standing there patiently the manager walked out of his office, walked by me and not a word and spoke to an advisor that was helping another customer. After returning to his office without a word, eventually the other customers were done and the other advisor (not mine) asked if he could help. He got me started and 15 minutes later I was ready to go, I asked for a shuttle and was told she was out on a run and another driver should be in 7 minutes, however while waiting to check in I saw him arrive, but maybe his shift started in the 7 minutes? I could see the new driver discussing it with advisers and went on to do other things, when the other driver returned, she after a short wait drop me off. No call all day I called and left messages. On my way to the dealership as it’s going n my way home, I get a call to say it’s ready for pickup, I get there and got these horrible looks as I questioned the invoice, a vehicle mileage milestone service was done vs an A1 so other things were done which I didn’t agree to. Additional to the looks, there were body gestures of frustration from the adviser. I completed my payment and asked some additional questions which were totally dismissed!! Mercedes short of their F1 line doesn’t have a product that I can’t afford, and Fort Walton Beach Mercedes does there very best to a certain demographic, short of that demographic this dealership seems to feel that no one else should drive their brand. If only Lewis Hamilton knew!

Antagonistic, unhelpful, waste of time.

Tried for two+ years to get my car serviced and it never happened. Service dept. never answers the phone. I don’t trust them whatsoever. I’m willing to drive past them and go to the dealership in Pensacola. Coming from ATL (where we have minimum FIVE MBZ dealerships), this place doesn’t do the MBZ name any justice.

Made an appointment back in November for an extended warranty on my fuel line hose( cabin odor smell) on 2017 c300. Waited till December 15th at 8:00 am to get it in service for the issue. Got there to sign some paper work not knowing my car would be left there over night because I was not told. The dealership shuttled me back home and as they do not provide rentals…? called 6 times during the day because I’m under the impression my vehicle would be ready that day it’s a 2 hr job at most. Almost 6pm still no updates no ... Read More

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Google - Dec 22, 2022

Made an appointment back in November for an extended warranty on my fuel line hose( cabin odor smell) on 2017 c300. Waited till December 15th at 8:00 am to get it in service for the issue. Got there to sign some paper work not knowing my car would be left there over night because I was not told. The dealership shuttled me back home and as they do not provide rentals…? called 6 times during the day because I’m under the impression my vehicle would be ready that day it’s a 2 hr job at most. Almost 6pm still no updates no call backs and nobody would answer the phone or get me with the service department. Had to hitch a ride from a friend to go to the dealership to see what was taking so long and turns out the part was not even on hand. And was told that it would be worked on tomorrow. So would of been without a vehicle. Could of definitely been notified if that was the case. Terrible customer service!!! Ended up getting my car back that night and changing the line myself.

Buyer BEWARE! If you are someone who has owned Mercedes for over 10 years and are used to impeccable service than don't buy from this location. This Dealership's service department is horrendous. My brand new car of 6 months was in their service department for 5 weeks and the explanation was they don't make the cars or the parts. I had to call them multiple times to find out when my car would be completed and what is wrong with it?? They act like they are doing you a favor for fixing your car instead of appreciating the business you ... Read More

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Google - Dec 16, 2022

Buyer BEWARE! If you are someone who has owned Mercedes for over 10 years and are used to impeccable service than don't buy from this location. This Dealership's service department is horrendous. My brand new car of 6 months was in their service department for 5 weeks and the explanation was they don't make the cars or the parts. I had to call them multiple times to find out when my car would be completed and what is wrong with it?? They act like they are doing you a favor for fixing your car instead of appreciating the business you gave to them. This car is a lease, it will be returned at the end and I will take my business else where.

I gave it a 1 star because Zero star was not an option. Worst experience ever with a Mercedes dealership. Poor customer service and communication with client. Kept our brand new lease for over 5 weeks giving us limited information with progress of car. The engine light needed to be addressed and the Navi never worked from day one while still charging for the option. The loaner tires needed to be replaced due to an accident so instead of working with us, they held our car hostage until we paid for the tires. What a disgusting way to run a high end ... Read More

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Google - Dec 15, 2022

I gave it a 1 star because Zero star was not an option. Worst experience ever with a Mercedes dealership. Poor customer service and communication with client. Kept our brand new lease for over 5 weeks giving us limited information with progress of car. The engine light needed to be addressed and the Navi never worked from day one while still charging for the option. The loaner tires needed to be replaced due to an accident so instead of working with us, they held our car hostage until we paid for the tires. What a disgusting way to run a high end brand. I have never been treated like this after over a decade of driving MB. I will make sure none of my colleagues where I practice set foot in this disgusting dealership!

Terrible communication in the service dept. I've owned a Mercedes for 20 years and this dealership used to have top-notch service but no longer. If you live in the area, don't buy a Mercedes unless you're willing to drive to Pensacola for service. I had some mandated repairs related to the emissions system that I've been calling about since APRIL. I never once got a call back as promised and I lose out on the benefit of the repair unless it's done by the end of the year (extended warranty and a payment). I finally had ... Read More

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Google - Dec 2, 2022

Terrible communication in the service dept. I've owned a Mercedes for 20 years and this dealership used to have top-notch service but no longer. If you live in the area, don't buy a Mercedes unless you're willing to drive to Pensacola for service. I had some mandated repairs related to the emissions system that I've been calling about since APRIL. I never once got a call back as promised and I lose out on the benefit of the repair unless it's done by the end of the year (extended warranty and a payment). I finally had to get MBUSA involved. They couldn't reach anyone at MB of FWB either, so they called the Pensacola dealership who got me in right away. A return phone call could've gone a long way but after months of leaving messages, I got the message from them loud and clear.

My husband and I have called you guys every day this week trying to get a hold of the service department for a recall on my gas cap that will not open. I have been transferred straight to voicemail every time, have left a voicemail every time and not received a call back. The lady who initially answered the phone says they will call me back over and over yet I’ve been calling 3+ times a day and nothing.

I am so frustrated and totally disappointed with this dealership in Fort Walton Beach. Each time the car gives me notice that it's time for service, when I contact the Service Department's answering service, her first statement is the fact that it will be 30 days or more before the car can be serviced. I am seriously concerned about adequate maintenance when the car needs service I have to drive my car for nearly a month before it can be serviced. The person who takes the service calls knows absolutely nothing about the service about which one is calling. ... Read More

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Google - Nov 28, 2022

I am so frustrated and totally disappointed with this dealership in Fort Walton Beach. Each time the car gives me notice that it's time for service, when I contact the Service Department's answering service, her first statement is the fact that it will be 30 days or more before the car can be serviced. I am seriously concerned about adequate maintenance when the car needs service I have to drive my car for nearly a month before it can be serviced. The person who takes the service calls knows absolutely nothing about the service about which one is calling. She can't tell you anything about how long the service will take or whether or not there will be a loaner available. The only thing she can tell you is that they are scheduling appointments 30 days out. This is my first Mercedes and I am certain this will be my last. A luxury car without an adequate service department is worthless in my view.

Have been coming here exclusively since purchasing my car. The people are friendly professionals but since the pandemic, the quality of service is not Mercedes elite. There used to be a loaner vehicle - now there is not, nor do they provide shuttle service (if so, it was not offered), and the cars serviced would be brought out shining & clean - not anymore, as they no longer wash the cars serviced here . Also, the pricing of service varies - always more than quoted. Yes, your car is “serviced” but your feeling of customer service is not as it was.

Called the service department two days in a row to discuss and schedule a transmission issue. All their calls are routed to a call center now and they leave messages. Nobody called back after two days. Bye bye Mercedes dealer.