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:04/17/2024

  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.

  Don’t really know where to start but here we go. First on February 2023 I ordered a new ******** and when it came in it was the wrong color. It’s hard to tell on computer what it’s going to look like but I was shown a vehicle with the color and totally different. Then on October 2023 it came with a paint defect but only noticed after purchase but was raining when I came to pick up. So now a brand new vehicle has to be painted and I’m not able to use my own body shop. They say it has to be a Mercedes authorized place. So they had it go to ********* ********* ****** and had it for 2 weeks to paint one panel and came back with 2 runs, paint did not match and to much orange peel. So had to be redone second attempt they had it for 1 month but keep in mind I use this van to run a business. When came back paint still doesn’t match. So now I will have to take this into legal matters and all they had to do was pay for me to have my own painter to do the job which would’ve of cost $4000. So I paid 70k for a van and have dealing with this since October of 2023 and losing money every day they had my van and Mercedes dealer ship just doesn’t care. This is one of the worst experiences I’ve ever had. I really don’t even want this van anymore as it has a bigger depreciation value because it not a factory paint job.

  Business Response

  Date: 04/18/2024

  Hello:

  I can understand your frustrations but we did everything according to warranty of your vehicle. Here is what happened - if anything more, your complaints need to go to Mercedes Benz USA Customer Assistance Center, not BBB. As a dealer we did everything we could to accomodate and rectify the issue.

  Van came in with a paint defect from the factory. We took paint
  scans and sent to service for warranty. The work for the paint on the driver’s
  side middle panel was approved. Customer dropped off and sales provided him
  with an equivalent ******** van set up by *****. We put minimum color on the
  center of the door and cleared the panel. Customer came to pick up and stated
  he didn’t like the orange peel, so we sanded and buffed the entire panel.

  Bodyshop manager did a  final walk around with the customer and he appreciated the repairs. He took
  it to his repair center who then stated we should’ve sprayed the adjacent
  panels. They did an estimate, but it was denied by Mercedes. He only wants his
  collision repair center to do the repairs on his vehicles. After the bodyshop Manager spoke with
  the customer numerous times and was able to get him back to address all his
  concerns roughly two weeks ago. No ******** was available, so Bodyshop paid to have a
  rental car on ***. Bodyshop had *** come down match the color and assisted with
  spraying it out to ensure proper repair. Again, minimum color was sprayed, and
  it was mainly clear coat sprayed on the vehicle. We sanded and buffed to ensure
  customer had no texture issue or concerns at pick up of the vehicle. We
  detailed his vehicle and left it inside our facility until he was able to pick
  it up. He picked it up Saturday and was happy with the repairs. *** paid for
  the repaint on the panel and the rental car to ensure he had a vehicle during
  the repaint process.

   

  Thank you

  Customer Answer

  Date: 04/19/2024

  Well on the second time I picked up the van after you had it a whole month. The paint did look good inside the place but it was raining that day and when i looked at it the next day outside in the sun the painted panel doesn’t match. At the end of the day i would like my van fixed correctly but having you guys do it a 3rd time is ridiculous. Yes you have given me a loaner but really can’t conduct my business efficiently without my own van too many tools and equipment. My biggest frustration is a paid full price to be inconvenienced since October. To me this is poor quality control on the factory releasing a vehicle with an imperfection in your repair shop fixing two times and paint still doesn’t match. 

  Business Response

  Date: 04/22/2024

  I understand that this situation is not good for anyone but have you reached out to the manufacturer regarding your displeasure?

  We are an acting agent but did not cause these issues. That is why Mercedes has the Customer Assistance Center set up to voice concerns, above what I can do for you at the dealer level.

  The bodyshop we used it a certified by Mercedes Benz, the only one around here or in the state I believe.

  The bodyshop is more than happy to look at any concern you still have regarding the matter.

  I am here and will help as much as I can. 

• Initial Complaint

  Date:04/12/2024

  Type:Billing 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 acquired a Mercedes Benz ******** *** on 04/04/2024 to do a personal job but unfortunately I lost the job. And since the vehicle didn’t perform what I intend to do I decided to return the vehicle back to the dealership. But when I got there they said either I trade the vehicle or sell it to them. But I less than a week which the vehicle hasn’t moved they said they will purchase back at $55,000 which I bought the at a finance price of $79,262.94 and they saying I should a balance of roughly $25,000 in order to return the car which less than a week.

  Business Response

  Date: 04/12/2024

  Hi, I spoke with the client today and went over the process. We can not simply take back a vehicle. It is unfortunate that the client lost his job, which was the reason for his purchase. The vehicle is registered and titled and considered used.

  The MSRP of the Vehicle was $62,220 - client paid $60,770. The offer of $55,000 is a very favorable, strong offer. Wholesale/Auction would be lower. 

  The clients payoff is higher due to the fact that there were products purchased, taxes, title, registration and no money down. I explained that some of the product money can be cancelled and returned.

  We have done everything from a dealership's perspective.

  Customer Answer

  Date: 04/12/2024

  There is no way we will get $12,000 to sought out the balance of the vehicle and something needs to be done about it. A vehicle with less than that hasn’t moved and paying $12,000 to return it is outrageous. We need help on this. 

• Initial Complaint

  Date:04/01/2024

  Type:Product 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.

  2 years ago paid deposit and have not heard anything and now the new GM of the dealership is not valuing what we agreed on.

  Business Response

  Date: 04/01/2024

  Hi, 

  I am not sure why you felt it was necessary to go to the BBB. I had already explained in my email attached that we would work this out.

  Yes, when I took over I did not receive anything about your order.

  I did say that you being a local client, I would work to make this happen for you.

  I do understand your frustration but I am here now and will work with you on this.

  Customer Answer

  Date: 04/05/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and Ben, GM,  was kind enough to follow up and comit to help me.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:12/05/2023

  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.

  We purchased a 2022 Mercedes Benz ****** on line a year ago. It were told by the salesman that it had automatic start which was a big deal for me being disabled. When we picked the vehicle up a year ago and looked for the button to automatically start the vehicle the sales person explained that it was now done with an app on your phone and not with a button. We already signed all of the papers and we’re getting ready to drive the car out when we found out. We weren’t happy with this as I am not computer literate but had no choice. He then explained that the first year was free and subsequent years would cost us $50 for this feature upon our one year renewal. Again, we were unhappy but it was too late to walk away.
  
  So now the year is up and my remote start stopped working. I called the phone number on the app for Mercedes and they stated that I now have to pay $150 for this feature. They have bundled the automatic start with other features and the price as increased by $100 a year.
  
  This is unfair and not what was said or promised to me at the time of purchase. They shouldn’t get away with this. Also. If they list remote start it should be on a key fob and not an app and shouldn’t have to pay for something that was stated to be included with my purchase.
  
  I am looking to pay $50 a year to start my car for the time I own this vehicle in its entirely. In reality it was stated as being included initially and conceivably should be free but I did agree to $50 a year.

  Business Response

  Date: 12/05/2023

  Hello,

  I apologize if there was any miscommunication with you and the salesperson at time of purchase. The feature of remote start is not included with any vehicle. Mercedes Benz, the manufacturer, not the dealer --- offers it through a service called Mercedes Me. Mercedes Benz the manufacturer, not the dealer, runs this program. If you look at all car makers have a connected service feature for their brands. The remote starter you are referring to is an aftermarket installation. We do not this because it can mess with the electronics on the vehicle and void your warranty. 

  Here is the link for the Mercedes Me connected services: 

  Mercedes me connect | Mercedes-Benz USA *********** *************************************

   

  thank you

   

  Customer Answer

  Date: 12/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: when I purchased this vehicle I was told and agreed to pay $50 a year upon renewal not $150 for this service and Mercedes should honor the price that was quoted and promised to me.  This is terrible customer service. I am a long term customer and if this is not resolved I will take my business elsewhere next time. I thought Mercedes was more ethical than this. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 12/06/2023

  Your complaint is with the wrong party. Mercedes USA has the right to change pricing at any moment, just like any another business changes prices. I understand it is frustrating but at the time of purchase that was the price, and they raised the prices now. We have no control over it.

  Customer Answer

  Date: 12/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  This is terrible customer service and as an owner of Mercedes for decades, I will NEVER buy another Mercedes again. 
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:09/27/2023

  Type:Billing 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 new vehicle from Mercedes Benz of Fairfield, **. During the purchase I was provided with the opportunity to prepay for the vehicle, PPM (Pre-Paid Maintenance), 4/16/2021 (same time as vehicle purchase). I went with this route to save time and make the transactions easier for myself as I work many hours and this would allow me to drop off and pick up the vehicle before or after hours.
  When I took my car for service last month, they told me that I needed to pay for the service. When I explained that I had already paid using their prepaid PPM program, they told me the service agreement had expired and I needed to pay for the service.
  I am not sure how a service I prepaid for could expire. I know it is the law in *********** that gift cards do not expire, this is what I bought, I bought a prepaid gift card for service under their PPM program. I was not able to use this program as they charged me an additional $900.00 plus tax in order to service the vehicle claiming my agreement had expired.
  At no point during my initial purchase and signup for the PPM program was I told or notified that this agreement for a service would expire or I would not have purchased it. I only made that purchase to save time in the future.
  Please help me settle this issue.
  Regards,
  **** * ******

  Business Response

  Date: 09/27/2023

  Hello, I apologize for the misconception but there is no PPM contract that was accepted on this deal. I have attached a copy of the original contract. If the PPM package was selected, it would be on the contract. If the PPM contract was purchased, I could understand the frustration. Please remove complaint. thank you.

• Initial Complaint

  Date:07/05/2023

  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 purchased my used 2011 Mercedes-Benz **** from the Fairfield, **. dealer in 2014, the car had 25,000 miles, In June of 2022 the car had 92,000 miles when I discovered rust and corrosion of the subframe.
  
  I called Mercedes Benz of Fairfield to schedule to have it replaced but I was told by the Fairfield ** dealer, Mercedes-Benz of ***** ***** dealer, and others that the rear subframe was unavailable for my car and they had no idea when the part would be in, also the cost of the part was $1,800 and the labor would be more than the cost of the part. I called again every 2 weeks from June to August 2022, was told they had no idea when the part would be in.
  
  By now this is July 2022, my wife continued to drive the car very slowly until she needed to break hard and almost lost control, this really scared her. I started driving my wife to and from work while I focused on finding the used part online, this arrangement was not working and creating issues for our Jobs.
  
  All this time many calls were placed to every Junk yard from ***** to *******, and Mercedes-Benz dealers. I found a used subframe at N********* **** ********* in ********** ** for $1800, but could not bring myself to pay that much for a used part.
  
  On August 23, 2022, I found a used subframe online for $735 from ******* **** ***** which I purchased then found a qualified mechanic to install the part for $1500, he had recently replaced a subframe on another ****, another 2 weeks without the car. The issue was finally fixed in September 2022 costing me over $3000 dollars.
  
  I am only asking to be reimbursed for the part, labor and car rental for 2 weeks which in the Extended Warranty notification letter said that owners who had the issue corrected would be re-imbursed but only if the dealer performs the work, Now July 2023 and the part is still not available, how could they perform the work if they do not have the parts.

  Business Response

  Date: 07/05/2023

  Good afternoon. I completely empathize with the client about his situation. This issue is out of our control and strictly an issue the client needs to take up with the Manufacturer. We would love to do the work and help the client out, but if we can not be provided the part for the Manufacturer, then we have no way of helping the situation. Recall was issued by Mercedes Benz *** on the subframe. The complaint should go to ***** and not to the agent dealer, Mercedes Benz of Fairfield. We would never turn away the business. Please call me or email me and I can provide further details **************************** and number is ###-###-####. ***** Customer Assistance Center for client to complain is ###-###-####. 

• Initial Complaint

  Date:05/04/2023

  Type:Billing 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 brought my car in for service .they told me it would take 3 hours .oil change filters etc .it was done in less the 1 hour .I got the bill and they charged me 3 hour service charge at 200 dollars an hour .shy bill was 850:00 dollars .really .I called the service manager and Matt said he would look into it .never called me back .I just got the bill and still can’t get in touch with him .I have called 3-4 times and still trying .still no response.

  Business Response

  Date: 06/09/2023

  In response to the customer concern- I, Matthew P****, Service Manager had spoken with the customer when he requested that I reach out and informed him of our menu priced interval services. These service items are quoted as a menu priced item based on the components that make up that specific service. They are interval service based and not quoted by the actual clock time on a job. Our flat rate tech pay system utilizes a factory based labor time guide which provides a pay rate for the tech performing the job. Our brand offers a “fast lane” type program called Express Service which is advertised and published on the ***** websites. I have included a screen shot of a simple google search for it below. This service interval costs exactly what we charged, every customer that schedules it pays the same time and the only price difference would be for a coupon scenario. There is no cost deduction for Express Service, only a time savings based on the way the system is designed. I have also included a screen shot of the date and time that the repair order was generated (3/18/23 807a) and when the credit card was swiped (3/18/23 1009a) plus a voicemail that I just received with the customer stating it took a half hour to do the service. It would be impossible to generate a repair order, pull a car into our shop, set up a lift properly, go to parts to get specific parts, replace the engine oil and filter, cabin air filter under the dash and bleed the brakes from all four wheels in 30 minutes. All of these mentioned items were serviced plus a complete visual multipoint inspection.

   

  Please let me know if I can answer any further questions. I based my initial conversation with the customer off of these facts above and denied crediting him labor time based on the complaint of it being too costly. We provided a quote, performed a basic service and should receive the monies associated.

   

  Thank you