Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:29/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a brand new 2025 *** *** coupe from a newmarket dealership. After 4 months, they delivered the car, and I noticed a problem on the dashboard. I took the car back to the dealership 6 times. The fourth time, they were unable to clean it and made it worse, so they asked me to bring it again, and they ordered a 6000 dollar front console and replaced it. The fifth time, I had to take it because there was no power to the led light on the passenger side, and they had to reopen the console. A cost of around $12,000 against my vin number for a brand new car, which reduced the resell value, and no compensation from Mercedes-Benz Canada. ****** **** ***** ****** *** ***** ********* **** *** 

  Business Response

  Date: 02/06/2025

  While we sympathize with the consumer and fully understand the inconvenience caused by this situation, we would like to clarify that all the repairs to date were covered by warranty.
  
   
  
  Additionally, the dealerhsip has offered to provide complimentary valet pick-up and drop-off of the customer's vehicle to minimize any inconvenience for any future service needs. The dealership has also assisted the customer with the cost of a new winter wheel package.
  
   
  
  At this time, we regret to inform the consumer that we are unable to extend further assistance in this matter.

  Thank you,

  *****

  Customer Answer

  Date: 02/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Upon delivery, I noticed a residue on the top of the dashboard and brought it to the attention of your team. I was asked to return the car for cleaning, but unfortunately, the first attempt was unsuccessful. I was instructed to bring the vehicle back again the following Monday. Despite a second attempt, the problem remained unresolved. I was then told to return the car four days later and leave it overnight for further treatment.
  
  Not only did that third attempt fail to rectify the issue, but the condition worsened. I was subsequently informed that the entire dashboard console would need to be replaced—a part that had to be ordered from Germany at an estimated cost of $9,000. I voiced my concern that such a costly repair on a brand-new vehicle would be associated with my VIN, potentially affecting the wiring, airbags, and overall integrity of the vehicle—not to mention significantly diminishing its resale value. I suggested a reasonable alternative, which was unfortunately rejected by Mercedes-Benz.
  
  When the part finally arrived from Germany, I was booked for service on May 20, 2025. The car remained at your dealership for several days and was returned to me on May 24. Upon inspection, I noticed that the LED lighting in the center console was not functioning, requiring me to return the vehicle for a fifth time on May 24. Today, May 28, I received the car again, only to discover that the rear vent ambient lighting is now not working—resulting in a sixth visit.
  
  To date, over $12,000 has been spent on repairing a vehicle that was supposed to be brand new. *** ******** ******* ******* *** ************** *** *** ********** ******* **** ****** ** *********** ****** *** *******. Most concerning is the lasting impact these repairs may have on the value and reliability of the vehicle I paid for in full, in cash.
  
  I did not purchase a car with the expectation of it becoming a recurring service project. I paid for a flawless, factory-quality vehicle, and it is clear that this standard has not been met. I am formally requesting a replacement vehicle of the same model and specifications—delivered in proper, brand-new condition—I asked Mercedes-Benz Canada to provide me with a free app called Mercedse me, but the multibillion-dollar cooperation declined. I paid for new car not a used one and the made some mark on dash too.

  
  
  Sincerely,
  
  
  
  ****** * *****

  Business Response

  Date: 04/06/2025

  While we sympathize with the consumer and fully understand the inconvenience caused by this situation, we would like to clarify that all the repairs to date have been covered by warranty.
  
  
  
  Additionally, when the customer initially brought up the dash mark to the dealership, the vehicle was returned for cleaning, but unfortunately, the first attempt was unsuccessful, the dealership proceeded to send photos of the area in question to Mercedes Benz Canada and they approved the repair under warranty.
  
  
  
   Also, for the frustration this has caused to Mr. ******, the dealership has offered the replacement of his dash complete as per Mercedes Benz Canada and he was offered a 250.00$ credit to use towards whatever he chooses, this was refused by the customer. Mr. ****** stated that he would rather have assistance with the winter wheel package, the dealership then proceeded with the dash replacement and worked with Mr. ****** to help with the cost of a new winter wheel package.
  
  
  
  Upon inspection, the customer noticed that the LED lighting in the center console was not functioning, requiring him to return the vehicle for a fifth time on May 24. Also, May 28, he mentions he received the car again, only to discover that the rear vent ambient lighting was now not working—resulting in a sixth visit. The dealership has addressed the clients concerns to these issues, his vehicle is not equipped with ambient lighting in the rear vents. The dealership does assume responsibility for the side door ambient lighting not working as a mistake was made, not plugging the unit in, they do apologize for this oversight. As a token of Goodwill, a rear trunk tray was given to the customer. 
  
  
  
  In regard to the customer's request for the Digital Extras complimentary period, when the dealer offered the customer a 250.00$ credit to use towards whatever he would like, the customer refused, this could have been used for a 1 year subscription to the services, the customer refused this offer.
  
  
  
  
  
  Additionally, the dealership has offered to provide complimentary valet pick-up and drop-off of the customer's vehicle to minimize any inconvenience for any future service needs. 
  
  
  
  The customer's request of a replacement vehicle of the same model and specifications—delivered in proper, brand-new condition is not something Mercedes Benz Canada can assist with, this would have to be discussed with the sales department of his Mercedes Benz dealership. Please keep in mind the dealership has advised Mr. ****** providing a new exchange or replacement vehicle is not a normal course of action under the terms of the warranty.
  
  
  
  
  
  At this time, we regret to inform the consumer that we are unable to extend further assistance in this matter.

• Initial Complaint

  Date:25/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from a Mercedes Benz dealership in Gatineau, I was assured there were no problem with the car, within one week I had the car inspected by another garage who found issues. Mercedes Canada requested I have the car inspected at another Mercedes Benz dealership which I did and again problems were found with the vehicle. Neither the Gatineau location or Mercedes Benz Canada is willing to admit any wrong doing in misrepresentation of the vehicles condition nor are they willing to repair the current problems.

  Business Response

  Date: 27/11/2024

  The customer, ***** *******, contacted us in regards to issues with his vehicle, he advised that he had a safety inspection done at Mercedes Benz Gatineau, the customer then advised that he brought the car for a post purchase inspection and there were issues found that should not have passed the safety inspection. I advised the customer In order for us to be able to review or escalate the issue this would have to be an inspection performed at a Mercedes Benz dealership,once this is done he could contact us and we will review the situation accordingly.

  The customer brought his vehicle to  Mercedes Benz Star Motors,  I also discussed with the service advisor *****, who confirmed that the leak he found was a minor leak that does not affect a safety inspection in any way and that it was a recommended repair, he explained this to the customer as well.

  Both inspections that the customer forwarded from both dealership passed the safety inspection for his vehicle.

  Mercedes Benz Gatineau has offered 20% off to the customer in regards to the recommended repairs for his vehicle.

  At this time Mercedes Benz Canada will not be able to further assist in this matter.

   

  Thanks, *****.

  
  

  Customer Answer

  Date: 27/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the issues with the vehicle are not safety related but I was guaranteed by the Mercedes Benz Gatineau that the car was in good condition and not in a state where repairs were required. The inspection clearly shows that immediate repairs are necessary. I requested that the car be inspected by one of 2 shops that I trust, Mercedes Benz Gatineau refused this and assured me the vehicle was perfectly fine and provided me with their inspection report which clearly did not show the problems.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 27/11/2024

  Both inspections that the customer forwarded from both dealership passed the safety inspection for his vehicle. Mercedes Benz Gatineau has offered 20% off to the customer in regards to the recommended repairs for his vehicle.

  
  At this time Mercedes Benz Canada will not be able to further assist in this matter.I understand the customer is not happy with this outcome, however, there will be no further review at this time from Mercedes Benz Canada.

  Customer Answer

  Date: 28/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as stated in my previous response although the vehicle passed a safety inspection it has issues that require immediate repairs. I was guaranteed by the dealership the vehicle did not have any issues. A safety inspection pass has nothing to do with this. When a customer is guaranteed there are no issues and they are given a report that states this then there shouldn't be issues. In this case there are issues that have been verified by another Mercedes Benz dealership. I should have been made aware of these issues as now I need to repair the vehicle I just purchased. **** ** * ******* ************ ******** ********* * *** **** *** 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:14/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a registered letter to Mr. Andreas T*******, ********* *** **** Mercedes-Benz Canada, **** ***** ***** ************ ******** *** ***, on October, 1, 2024. The tracking on the letter indicates that it was delivered to the addressee on October 3, 2024. The three-page letter documented a series of mechanical and service problems with my 2019, Mercedes-Benz vehicle (VIN:****************) that have cost me a considerable sum of money plus major inconveniences. At this date, November 14, 2024 I have received no reply. Included in my letter was a detailed account of a $3814.81 expense to repair "wiring harness for oil pump" that is the result of a design flaw that requires an inordinate amount of labour to repair, a windfall for the dealer's service bay. As no service vehicle was available at the dealer during most of the several days my vehicle was in the shop, I incurred a rental vehicle charge of $765.61 that should be reimbursed. This and the various other service issues addressed in my letter merit at least a response given the lengthy repair record of this high end vehicle. ** ***** ********** ******* **** * **** ***** *** ******** ** **** *** ****** ******* ** **** ************ ******** * **** ** *** ****** ** ********* 

  Business Response

  Date: 04/12/2024

  Mercedes-Benz
  Canada reviewed the clients concerns with Mercedes-Benz Barrie. The
  manufacturer’s warranty on the vehicle expired in October 2022. After careful
  consideration we agreed to provide a refund for some of the labour, the rental
  invoice, hotel expense, and towing as a goodwill gesture. The client has been
  notified. The dealer is having the cheque prepared and will have it couriered
  to the client. 

• Initial Complaint

  Date:28/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Mercedes Canada frequently asked questions site clearly and unequivocally states that the Mercedes-Me connect system is complimentary for 3 years but they cut mine off after a year. I have a copy of the frequently asked questions and will post a copy.

  Business Response

  Date: 21/11/2024

  Hello Better Business Bureau,
  
  ** **** ** ********* * ************** ** ************* ******* **** ******* ** *** ********* ***** * **** ******** ** ********** ** our current FAQ page ***** clearly states Complimentary services are for a 1 year trial period as of Model Year 2023. Granted this is a change from older models as Model Year 2019 to 2022 were granted 3 years complimentary service previously as indicated ** *** ********** ******** by the customer which states as such for a 2019 model. It is also stated clearly in the terms of service contract for the customer when starting the service that the complimentary services for his vehicle in particular are also for a 1 year trial period. 

  Customer Answer

  Date: 21/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it clearly states in your website 3 years ***** ** ***** *********** ***** you changed the length  but didn't change your website. 

   

  At a minimum I should get 3 years of service.  

   

  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 21/11/2024

  ******** ** our FAQ page (*******************************************************) ***** clearly states Complimentary services are for a 1 year trial period as of Model Year 2023 and information again is stated in Terms of service which customer signed. Customer's vehicle is a model year 2023. 

• Initial Complaint

  Date:04/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our sons 2016 Mercedes C300 leaked fuel all over the road and luckily never caught fire . We had it towed to a garage that has done service on our vehicles in the past . They said it was the fuel rail and fuel injectors and there was a recall . They printed the recall form for us . The recall was issued because the concern of the car igniting . We brought it to Mercedes in Barrie and they said they have no recall for this in Canada . This is very alarming that the exact same car in the USA is a recall but not in Canada . ** *** ***** **** **** ******* ** ******** ******* ******* . We in Canada should have the same protections they do in the USA . I would like to have this issue resolved in Canada before someone gets seriously injured or killed . Thanks for your time
  Sincerely
  **** ******

  Business Response

  Date: 09/01/2024

  We reviewed the repair with the service manager at Mercedes-Benz Barrie, Ms. ********** *******. She advised us after diagnosing the vehicle, they determined the concern to be with the fuel lines under the vehicle leading to the high pressure pump. The concern was not due to the fuel rail or fuel injectors as indicated by the client's independent service provider. The dealership as well as Mercedes-Benz Canada verified and their are no outstanding recalls on the client's vehicle. Recalls are VIN (vehicle identification number) specific as well as country specific. The vehicle has been repaired as the client approved the replacement of 2 fuel lines. 

  Customer Answer

  Date: 10/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** ******