Mercedes-Benz of Arcadia Service Department N Santa Anita Ave, Arcadia

My service advisor Ophelia is knowledgeable & professional. She has genuine concern to the need of the client. Always have time to listen& explain things no matter how busy she is ,& also update the client on a timely manner. Her attitude reflects the high standard of the company..Over all it was a positive experience

I worked with Johnathan who was warm and friendly. He explained everything very well. Made me feel at home. I wanted to get the service B5 but decided to not get it because I was not able to use a coupon mailed to me. So I called another dealership who invited me to use the coupon the next day. I appreciated Johnathan and his professionalism. I came in for a recall and oil change. Johnathan is 5 star. Rusnak’s prices 1 star.

Not happy with the fact that I was charged for one gallon of gas for the loaner given I didn’t drive that much and I was trying to get the car returned before they closed and stressing about that to get it there on time especially when I was going out of town for vacation the next day. Three days later while I’m on vacation I get an email that they charged me a little over $10 for a gallon of gas. Given how much I paid for maintenance I’m not happy with the fact that for such a huge dealership that they will nickel and dime you for something that they could’ve easily just not done as a courtesy. I guess the $10 for them is worth more than losing a customer. The worst part is that the service advisor never even called me back but he had no problems reaching out when he wanted to recommend other services to my car

Ken , my advisor, was excellent. He was professional, thorough and extremely knowledgeable. He consistently kept me informed on the status of my car. I felt very confident my car was being well taken care of. Excellent experience.

It should be zero stars. We brought a car in to have the transmission control unit programmed, they could not program the unit. We bought the control unit a few days earlier from them (Rusnak). I asked them to warranty the part and they said they could not find any codes in the unit therefore they would not warranty. They said the problem was with the valve body. After going back and forth for 2 weeks regarding the unit, we picked up the car. We bought a new unit from a different place and it was able to program. The car is now working. Service manager Mike Marsh did not want to deal with us because of a old grudge between the owner which is very unprofessional. I will recommend clients not to go to that facility because they are unwilling. They had one of ours cars for over 6 months because of a warranty/part issue which they realize there programming was wrong and we had another issue with a control unit in which they replaced under warranty.

Great service! Yohan Chan , Service advisor, was absolutely amazing and very accommodating. Took excellent care of my car. Loaner vehicle was absolutely perfect. Thank you so much for all your help

All staffs are friendly and helpful - from when we dropped off our car, to the receptionist (Bailey) and our Advisor David. No complains. Eventhough you are quite far from our house, and eventhough there is Mercedes Benz dealer close to our house, we are definitely going back for my maintenance.

Ophelia is a great service rep. She's very timely in responding and is honest about addressing issues and concerns. She's a very valuable team member and probably the primary reason why I use Rusnak vs. another Mercedes dealership that is closer to my home.

The process was fast, efficient, explained clearly ahead of time, and cost what was projected. Everyone with whom I interacted was friendly and professional. My loaner vehicle was adequate for my needs.

Initial repair went well, then was back a few weeks later for a related repair that I was surprised was not dealt with in initial visit. Frustrating but they did a good job. I appreciate the free rental while my car is being repaired.

Yohan Chen has been my service advisor for over 5 years. He keeps my Mercedes running like new. He keeps me informed on the progress of my service and delivers as promised. I highly recommend anyone looking for quality factory service to visit Yohan at Rusnak Arcadia

Incredible customer service and staff. I brought my car in for an inspection and worked with advisor, Tyler Hillier, on inspecting my tires and replacing my center console flaps; I could not speak more highly of him (and this is all unsolicited). Not only was he knowledgeable and informative, but he was extremely friendly and attentive. Overall, this specific Arcadia location was quick, communicative, and efficient in their turnaround time, and I had a great experience. Thanks, Tyler!

I have Mercedes AMG GLS 63 but the car had many problems since day 1. Front parking sensor gave me warning signals when there's nothing around it, had a rattling sound coming from front dash board but everytime I brought the car to the service department, service advisors denied of the sound nor refused to fix the problems. Also the home link system barely works so I was kept using the remote control. I was a huge fan of BMW and was driving only BMW for past 10 years (I had 2, 3, 4, 5, 6, 7 and currently driving M8) I wanted to try Mercedes so I got this car but because of the service experience I thought this would be my first and last Mercedes until I met Kevin. He listened and cared every single complaints I blew out to him and he literally fixed everything 🙌 . Every single problems I had with this car for past years since day 1 are gone now. I'm glad I met Kevin before too late, and kinda bad for them not everyone work like Kevin there.

The communication regarding my concerns with my car were lacking. I left 3 voicemails with my service professional (over 2 days) and only received a return call when my car was towed into the dealership. Many of my questions went unanswered until I refused to accept charges for work without additional explanation. I also had family visiting from out of the country and had to cancel 2 days of plans because there were no loaner vehicles available. It’s only been 1 day since my car was returned but so far it appears that all issues were resolved. I only wish they had better customer service, better communication and made loaner cars available to help with the interruption customers experience when they have unexpected car failures.

Brought our car in for routine maintenance. Our service representative, Ophelia, did an outstanding job on intake, and arranging for a loaner car. Once the inspection has been performed, she walked us through the various items identified as action items in the report. She was able to guide us to good decisions about how to proceed on those items. Ophelia makes us feel like we want to continue to bring our car to Rusnak of Arcadia.

Took it in for brake wear according to message on the message center. Which would explain the squeaking coming from the brakes. They found that one of the brake wear sensors had been cut, no complaints from me just wanted it fixed. They completed the repair and said the brakes are fine no need to replace. Only issue is the brakes are still squeaking.

Service seemed rather slow. I dropped my car off on Wednesday morning at 9AM for a check engine light. It took 2 days before a technician was able to look at my car to diagnose the issue. It took 2 days before someone was able to plug a computer to my car to read the error code. Seems excessive. Took 3 days to get my car back.

I rate my experience as Poor. This was my first time taking my vehicle (2019 MB Sprinter 2500) to the Service Department at the Rusnak Mercedes-Benz Arcadia dealership. I took my vehicle in for a routine service appointment (on May 9, 2022 for a "10,000-mile service" for oil/fluid change and multipoint inspection) as well as, to perform two minor Recall repairs. In summary: 1) The price for the service quoted to me when I dropped off my vehicle was ~70% of the actual price of the service ($540 vs. $390). 2) I was told I would be able to pick up my vehicle that evening but needed to wait until the following morning for it to be completed. 3) I was told the vehicle would be/was washed, but only a very cursory cleaning was performed and the van was still dirty. 4) I asked that a small dent on the rear exterior panel be inspected, but this was not performed and instead I was told (only when I went to pick up the vehicle the next day) that this service department does not evaluate or perform bodywork repairs and that I needed to take it elsewhere. 5) Most importantly, after picking up the vehicle and paying ($540), I noticed that the warning message on the dashboard was indicating the washer fluid reservoir was empty. So, I pulled over and checked the reservoir and indeed it was empty and had not been inspected or filled (despite this being a part of the oil change and multipoint inspection that I paid for). This is unacceptable! I am left questioning the very integrity of this multipoint inspection and vehicle servicing. I feel swindled. This is not how a Mercedes-Benz dealership should treat their customers or their vehicles.

Rear AC was not working so under warranty they fixed it. A loaner vehicle was provided and took around 7 days to fix, but only because parts weren’t available. Yohan was nothing but short of amazing, giving you top notch service and making the whole process seamless. He took initiative and approached me when I first arrived and didn’t even need to talk to the receptionist. Highly recommend this place for your service needs, I’m sure other service advisors are great, but Yohan has always been first class!

Rebecca So was friendly, told me everything that would be checked over, and didn't try to over-sell what I didn't need (which I really appreciated). Car was done in a timely manner. I was offered an Uber ride home, which I appreciated because I didn't have any other way to get back home and I didn't want to wait while they worked on the vehicle.

I took my Mercedes for the recommended service after leasing the car for one year. I was extremely disappointed that I had absolutely no contact with anyone who actually dealt with my car. Unless that changes, I will not take my car back to Mercedes-Benz of Arcadia for a 2-year service. Instead, I will go to my mechanic I have had for many year, to whom I can relate the situation with my car and he can tell me what he finds when he services it.