In 2023, we purchased a new C300 from Mercedes-Benz of North Orlando. Our salesperson was Josh, the…read moreService Manager was Brian, and the General Manager was Walter.
Initially, we were not planning to purchase from this dealership because of the distance from our home in Winter Garden to Sanford. We were concerned that servicing the vehicle would be inconvenient. The dealership addressed that concern by offering complimentary valet service, where they would pick up our vehicle, leave us a loaner, and return our vehicle after service. That commitment eliminated our only objection, and we moved forward with the purchase.
Unfortunately, our 2023 C300 experienced so many issues that Mercedes-Benz engineers ultimately became involved. After evaluating the vehicle, they instructed the dealership to replace it. By that time, the model year had changed, so we received a 2024 C300 and paid the difference to add the Driving Assistance Package. Throughout that entire process, Walter, Brian, and Josh were professional, patient, and treated us with respect. While the 2024 has been a better vehicle overall, it has still had its share of quirks.
Fast forward to June 2026.
When it was time for scheduled service, I contacted the dealership and specifically requested the valet service that had been part of our ownership experience for more than two years. My service advisor, Bianca, told me she needed management approval before confirming the appointment. About twenty minutes later, I received confirmation and reasonably believed my valet appointment had been scheduled.
The morning of the appointment came, the scheduled pickup time passed, and I reached out for an update. I was then told the dealership expected me to bring the vehicle in myself because they no longer offered valet service. This was the first time I learned there had been a change in management and that Walter had been replaced by Eugene.
I then discovered Brian was no longer the Service Manager, and Josh was no longer at the dealership either. I later learned all three had transferred to the Mercedes-Benz dealership in Maitland, also part of AutoNation.
I will acknowledge one mistake on my part: I did not obtain the valet agreement in writing. However, I do have over two years of service history clearly showing that Mercedes-Benz of North Orlando consistently honored that commitment. This was not a one-time courtesy--it was part of the agreement that led us to purchase the vehicle from this dealership in the first place.
I reached out to Eugene three separate times because I simply wanted to have a conversation about honoring the commitment that had been made to us. My first call was never returned. After waiting several days, I called again and specifically asked the receptionist to let him know I was trying to speak with him before the end of the week. She confirmed she had done so and transferred me directly to his office. The call went to voicemail. I left another message.
Instead of hearing from Eugene, I later received a call from the Customer Relations Manager. To his credit, he took the time to discuss the situation professionally and respectfully. He explained that under the new management, the dealership would not continue providing valet service, despite the history of the arrangement. While I appreciated his willingness to make the call, it was disappointing that the General Manager chose not to have that conversation himself after multiple attempts to reach him.
The Customer Relations Manager also informed me that Walter, Brian, and Josh were now at the Maitland location and suggested they might be willing to honor the commitment that had originally been made.
Ultimately, this review is about more than valet service. It is about keeping promises.
The complimentary valet service was not an occasional courtesy. It was the solution to the only objection we had when deciding whether to purchase from Mercedes-Benz of North Orlando. It influenced our buying decision, and the dealership honored that commitment for more than two years. To have that commitment simply disappear because management changed is disappointing and reflects poorly on AutoNation's approach to customer relationships.
Leadership changes should not erase commitments that were made to customers. Premium brands build loyalty by standing behind their promises, regardless of who occupies the General Manager's office.
At the time of writing this review, I have not yet contacted the Maitland dealership to see whether they will honor the original agreement. Based on my past experience with Walter, Brian, and Josh, I am hopeful they will. If they do, it will reinforce what excellent leadership and customer service should look like. If they do not, then this becomes an AutoNation issue rather than simply a North Orlando issue.
I will update this review once I have that.
Update- my valet service loaner is in route and Maitland Mercedes is picking up my car for service
