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Business Profile

Auto Alarms

Mercedes-Benz Mbrace

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Alarms.

Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Mbrace took ****** out of my account with no notice after I canceled the service. When I called to get a refund I was told I would have to wait 2 weeks. They do no notify customers of charges and overcharge for multiple services without your knowledge. Apparently I have been paying for years and the one time I actually used the service, they were totally unhelpful. I would like a full refund.

  • Initial Complaint

    Date:05/22/2023

    Type:Product Issues
    Status:
    Unanswered
    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 totaled my ******** 3 years ago. However, Mbrace continued to bill me $199 per year. I requested a refund for the 3 annual charges and was denied a refund for the first 2 years. Billing after a car has been destroyed is an abusive practice. I will wager there are many thousands of other Mbrace subscribers who have suffered the same abusive billing practices.

  • Initial Complaint

    Date:05/06/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    mbrace has been billing me $199/yr for 3 years despite the fact that the car was totaled 3 years ago. They say they send an email notification each time but there is no record of any such emails in my email act. said theyd refund the very recent $199 but not the other 2.

  • Initial Complaint

    Date:03/31/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Back in the fall of 2021, my wife and I purchased a used ********* and cancelled the 3 month free trial of MBrace at the end of the year. (Similar to what we did with a previous ********** I never received a bill, so I assumed my cancellation went through. Otherwise, I would have immediately called back to cancel.This past January 2023 I noticed a $534.60 charge. When I called #************, they said there was a computer billing issue and many did not get billed. Therefore, this bill covered two years. They then processed a partial refund of $328.54. However, since I cancelled, I'm still looking for a full refund. $206.06, is still outstanding. I've called multiple times, no one responds with the resolution. Only upon my calling back to I learn, they've closed the complaint. My 3/15/2023 email to the, *************************************** has not been returned.Ref ******************** #************* Since I cancelled within 3 months, and did not receive a bill within a reasonable amount of time, I feel I deserve a full refund. I would appreciate anyone from MBrace contacting me to discuss my situation.

  • Initial Complaint

    Date:03/21/2023

    Type:Product Issues
    Status:
    Unanswered
    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 made at least 40 phone calls to get my Mbrace working and have my issues resolved .I was promised a full refund and they will extend my services beyond the two years that I already have. My account # is ********. I was speaking to Tranisha (a supervisor) from the special services department.She told me she listened to ALL the phone calls and has escalated it for a resolution. She said that the escalation team will get back with me within 72 hours. I have spoken to her again and again with no resolution from the escalation ***** she has now refused to return or answer my calls. I need your HELP!!!

  • Initial Complaint

    Date:03/14/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Set up ******** mbrace service and cancelled the same day. Mbrace has been attempting to take money off my credit card at least 3 times a month after I cancelled. Mbrace removed $354 out of my account. I called and ask for a refund because I cancelled. The returned $200 but kept the remaining. I am asking for a full refund. I am asking after the refund to remove me and all my credentials from their database as I no longer want to deal with this company. I cancelled so I should not continuously be charged after cancellation. *** asked for a copy of the agreement and has yet to receive it. All Im receiving is invoices as I should have been cancelled.

  • Initial Complaint

    Date:01/06/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Over the last 3 weeks my vehicle has been tracked by the previous owner and the company was notified. They stated they deactiva The previous owners account once I was verified as the new owner. As of today January 6 2023 the previous owner is still registered to the vehicle and someone is tracking my car as the lights continue to flash when the car is tracked. The supervisOr I spoke with today refused to deactivate the account and she was informed I have provided my information to register the account under me. They have now also place the previous owners account information under my name when I log into the ******** me application.

  • Initial Complaint

    Date:10/17/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    My ******** ****** provided me with the balance on an Mbrace Subscription, which covered me until 8/2023.The Mbrace Rep refused to give it to me and demanded I start a new account or he would terminate it. The only way you have Remote Start is with this app, and since I'm recovering from surgery, I do need it.I was given 90 days free and my credit card charged for $249.00 The app went down in August and no one knew anything about it! No one returned calls or emails.In September I demanded to speak to ******* Services. I spoke to ***** and after back and forth conversation told her that I felt a 50% refund would be fair.I have followed up several times and again, no response. The last Rep I spoke to said to expect a response in 3 days, and that was two weeks ago.They are changing money and not providing services. They also charged my card for services I didn't buy.It's ridiculous to charge consumers $249 a year for a remote start!

  • Initial Complaint

    Date:08/30/2022

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 mbrace Entertainment/WIFI for my vehicle February of last year for $18:00 per month. I never received full service on my mercede app, ************ ,online navigation and local camera and more not working. I called mbrace customer service several times to fix this issue after trouble shooting, resetting the system to no avail. Mbrace had me to take my vehicle to ******** shop to fix the problem they kept my vehicle for 30 day and was unable to make repair. I was advised by ************* shop manager that it was not the vehicle its the network at mbrace. For the last 14 months my mbrace system haven't been fix.

Mercedes-Benz Mbrace is NOT a BBB Accredited Business.

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