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:09/24/2024

  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 spent four years in litigation with ***************** to receive the proper relief regarding my ******* purchase. As established in the suit, ************* deliberately defrauded their customers with a faulty emissions system. Now, their dealership network is continuing the insult!I authorized the emissions retrofit specifically for the offered warranty. Service was completed 02/24 at 162k miles. 09/24 at 173k miles, I'm being told my DPF failure isn't covered by the warranty they sold me on, and I owe them $800 for a sensor, before they can replace my DPF!I want **** **** Mercedes to do the right thing, without me having to go back to my attorney, and wait out another four years of litigation, while my car suffers for it.If **** **** chooses to continue to ignore my requests, next stop will be KKTV, & **** ******** office.

  

  Business Response

  Date: 09/27/2024

  The client had an emissions repair authorized by ************* ***, *****, that was completed in February 2024.  The repair comes with extended coverage from ***** for specific components related to this repair.  The sensor referenced by the client is not covered under this extended coverage by MBUSA.  Mercedes-Benz of Colorado Springs has no involvement with the warranty or components covered by *****, and no obligation to meet the demands, or respond to the threats, listed in this complaint.  As purely a goodwill gesture, Mercedes-Benz of Colorado Springs will assist the client with replacing the sensor mentioned at no cost to the client.  Again, this is purely a goodwill gesture, and represents no other commitment or guarantee.  

   

  The client can reach out to the service director at MB of Colorado Springs, ***** *********, to schedule the repair.  The phone # is ************.

• Initial Complaint

  Date:06/12/2024

  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 OBTAINED PERMISSION TO RETURN A CAR TO A DEALER (MB OF COLORADO SPRINGS); AND EXPECTED MY CAR AND THE $5,000 CASH I PUT DOWN ON THE ******** ,RETURNED . THE DEALER PUT A NEW LOAN ON MY CAR (MY OWN 2020 ********* AMOUNTING TO $24,736, AND THEY KEPT THE $5000 DOWN PAYMENT AS WELL. THEY KEPT THEIR ******** IMMEDIATELY AFTER THE ***** TO DO BODY REPAIRS (I FOUND AFTER PURCHASE); FOR ABOUT 6 WEEKS; AS WELL AS KEEPING MY TRADE-IN (MY 2020 AVALON) DURRING THIS TIME ; WHILE SUPPLYING ME A LOANER. THE ******** DEALER HAD NO PROBLEM WITH THE RETURN; BUT THEY HAVE REFUSED TO EVEN DISCUSS THE LOAN THEY HAD ME APPLY FOR- ON MY OWN CAR!! ; TO GET MY CAR BACK ; AND REFUSED TO PAY BACK THE 5000 DOWN AS WELL. I HAVE HAD REPEATED CALLS IN TO THE DEALER, AND HAVE VISTED IN PERSON SEVERAL TIMES, AND HAVE EVEN OFFERED COMPROMISE PROPOSALS IN WRITING, AND REPEATEDLY STATED I WANTED MY TITLE TO MY CAR RETURNED. I STATED I WAS NOT BUYING MY CAR BACK; YOU (THE DEALER) , WERE RETURNING IT TO ME AS AGREED. I HAVE BEEN SHIFTED TO NEW SALESMEN WHEN I NOW GO IN. THIS HAS GONE ON WAY TO LONG. I HAVE MADE TWO GOOD FAITH PAYMENTS (OF $388.85-TO ent CREDIT UNION) . I HAVE NOT RECIEVED ANY INDICATION OF ADDRESSING THEIR NEW LOAN, ON MY OWN CAR!!!-- THAT WAS FREE AND CLEAR WHEN I TRADED IT IN, AND THE MONEY THEY OWE ME ($29,736.78---$24,736.78, PLUS MY $5000. DOWN PAYMENT) .

  

  Business Response

  Date: 06/20/2024

  The client purchased a vehicle from us, and several weeks later decided they wanted to buy their original vehicle back.  We had to trade the newly purchased vehicle back in, and sell them their trade back as a new purchase.  That required a loan, which is why they did not receive their title back.  The title is being held by the bank as collateral.  

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21837395
  
  I am rejecting this response because: THE FIRST SENTENCE (OF THE RESPONSE), IS KIND OF ACCURATE. I TRADED MY *** (2020 ******* IN, ON THE ******** BENZ 500. I ALSO PUT DOWN $5000.00 CASH. THE *** NEEDED BODY REPAIR, AND THEY HAD IT IN THEIR SHOP FOR NEARLY A MONTH AND A HALF. I REQUESTED IT BACK SOONER ; BUT THEY SAID THEY HAD A GUY THAT "DID IT RIGHT"; BUT IT MIGHT TAKE TIME. I STILL DID NOT WANT THE ******** ,AFTER I DROVE IT , WHEN THE REPAIRS WERE COMPLETED; (AT THEIR REQUEST). I WANTED TO RETURN IT , AND THE SAID TO BRING IT IN; AND I DID. THEY HAD MY *** (A ****** AVALON) READY, AND HAD A CONTRACT . THE CONTRACT WAS FOR OVER $24,400, AND WAS A LOAN ON THE *** . AT THIS POINT I JUST WANT MY TITLE RELEASED FREE AND CLEAR, AS IT WAS WHEN I PURCHASED. I WAS COMING OFF MY LAST CHEMO TREATMENT AT THE ***** WHICH DID NOT HELP. (AT LEAST IT WORE ME DOWN, AND I WAS IN THE OFFICE FOR 5 HOURS). THANK YOU IN ADVANCE . I JUST WANT MY *** BACK)WITHOUT A LOAN) , WITH TITLE. AT THIS POINT ; I FEEL; KEEP WHAT REMAINS OF THE DOWN PAYMENT. *******************; ******* , COLO. 

  AN ADDITIONAL THOUGHT , IF I MAY.     THE RETURN OF PURCHASE IS JUST THAT; BY COMMON SENSE, AND IN LAW. THE DOWN PAYMENT IS ASSUMED AND SHOULD BE RETURNED IN LIKE CONDITION. I NEVER THOUGHT I WOULD HAVE TO BUY MY TRADED IN *** BACK. I WOULD HAVE NO CASE; NOR WOULD I ASSUME TO MAKE THEM BUY THEIR *** BACK . I TAUGHT FOR MANY YEARS; I COULD HAVE USED THIS AS AN EXAMPLE OF WHAT NOT TO EXPECT FROM A DEALERSHIP.   
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/02/2024

  With the *** outage that has affected ****** dealerships, we will just be coming online this week, and we will not be able to respond to this inquiry until next week.  Specific deal info is contained within our system.  Assuming we get fully back up by the end of the week, we will issue a response by next Wednesday, July 10th.  

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21837395
  
  I am rejecting this response because: Yes, please proceed. IT IS GOOD TO HEAR FROM YOU-THANK YOU FOR YOUR WORK. MY ILLNESS COMPLICATES AND DELAYS AT ****S MY RESPONSE. AT THIS WRITING, I JUST GOT MY COMPUTER BACK FROM THE REPAIR SHOP. AS I UNDERSTAND AT THIS ****; THEY ARE REVIEWING MY COMPLAINT AND WILL RESPOND. I AM ANXIOUS TO MEET AND MOVE FORWARD A.S.A.P.    I HAVE ASKED THE FINANCE (ENT) TO DELAY BILLING FOR TWO MONTHS WHILE MY TITLE IS HOPEFULLY RETURNED TO ME (WHICH IS ALL I ASK). I AWAIT THEIR RESPONSE AND A MEETING WOULD BE GREAT-I HAVE SPOKE  WITH MB OF COLORADO SPRINGS OVER A MONTH AGO NOW, AND OFFERED OTHER OPTIONS, BUT THEY WOULD NOT REVIEW OR SPEAK TO ME, OR SET ME UP WITH ANYBODY I WORKED WITH BEOR (FINANCE DIRECTOR, OR MANAGER FAMILIAR WITH THE  RETURN WE HAD. I UNDERSTAND TODAY (JULY 24,20140) ; YOUR POSITION, AND WELCOME MEETING. I AWAIT THEIR DECISION. THANK YOU. *******************;         (PLEASE DO NOT CLOSE THIS CASE-; I HAVE BEEN A LITTLE SLOW I KNOW, AND MY CONDITION WILL ONLY GET WORSE-BUT I HIRED AN ATTORNEY IN CASE I NEED ONE TO ADEQUATELY REPRESENT ME IN MY ABSENCE. I AM IN KIMO MUCH OF THE **** NOW, AND AFTER A YEAR, I MISPLACE, ETC. ; DOCUMENTS.) I HAVE STAGE 4 MESOTHELIOMA; AND WAS GIVEN TILL NOVEMBER OR DECEMBER ; BUT THERE IS LITTLE PAIN, AND I CAN AND WILL TRAVEL FOR A MEETING TO GET MY TITLE CLEARED AND RETURNED AS IT SHOULD OF BEEN.)    *******************;
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/02/2024

  On February 9th, 2024, ***************** purchased a 2018 S560.  The deal was finalized.  ***************** changed his mind and wanted to buy his original vehicle back.  On March 25, 2024, ***************** traded in the purchased 2018 S560 and bought his ****** Avalon back.  There were fees and charges associated with that purchase, and the deal was finalized.  ***************** can cancel any warranties, etc., to reduce the balance he borrowed when he purchased the Avalon, but there would still be a balance due to the bank to pay off the loan he borrowed and get his title.

  He can reach out to our GSM, *******************, at ************, to make arrangements to cancel the warranty, etc.  

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21837395
  I
  I am rejecting this response because:  IN CLARIFICATION; I HAVE ACTUALLY REJECTED "THE DEAL"; SEVERAL DAYS AFTER IT WAS MADE BECAUSE OF DAMAGE TO THE SIDE AND REAR, AND TRUNK. A MANAGER (??) ; ASKED FOR TIME  FOR A REPAIR; AND I COULD USE A LOANER TO GET HOME.THE REPAIRS TOOK ABOUT A MONTH AND A HALF. I WAS TO SEE HOW I LIKED IT THEN.   I STILL WANTED TO RETURN IT, AFTER IT WAS DELIVERED. I EXPLAINED I WAS WEAK AND VERY ILL; TAKING **** AND HAD BEEN HOSPITALIZED. THE ***** WAS TO HIGH ANYWAY, AND I WANTED TO RETURN IT ; AND OF COURSE ; GET MY CAR BACK (IT WAS FREE AND CLEAR); AND MY CASH DOWN ($5000.00). I WAS TOLD  TO TAKE THE MB S 560; OR MY CAR ; WITH A LOAN OF OVER $24,OOO.00 , *****D ON THE ******* (THIS WAS AFTER BEING IN THE SALESROOM OVER 6 HOURS, AND LONG AFTER CLOSING, ON A STORMY NIGHT). I HAVE MET SEVERAL TIMES, ALWAYS WITH SOMEONE DIFFERENT (***** WAS THE LAST MANAGER?); AND HAVE OFFERED IN WRITING PROPOSALS ; ONE EVEN TO BUY BACK THE MB AT THEIR FULL SALES ***** "AGAIN"). I WAS WALKED OUT ON , FUNCTIONALLY, AND NOT ALLOWED TO MEET WITH THE ORIGINAL SALESMAN OR FINANCE DIRECTOR (WHO CAME UP WITH THE ORIGINAL DEAL).    I WOULD GLADLY MEET AGAIN!! WE MUST!! TODAY , I HAVE  **** :(  ; BUT NAME THE ***** AND TIME AND I WILL MEET. I WILL CALL ******************* TODAY.           ********************* ,   *******, COLO. 81101   ********************   my nurse--*****; MAY ANSWER, BUT SHE IS FAR BETTER THAN I AM AT THIS STAGE ; WITH MESSAGES; ANYWAY. THANK YOU FOR YOR TIME--I REALLY MEAN THAT!!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 brought my vehicle to this location due to coolant leak. The email clearly says As promised, we performed a complimentary inspection and your vehicle report is now available to viewI paid $240 to get my car back, so its not complimentary if you dont agree to the repairs list recommended?

  Customer Answer

  Date: 02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************