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:05/23/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My car was towed there by Mercedes, then they towed it back to the collision shop, but didn't take it to the correct location. Now the car is lost? They dropped it at an empty lot and where is the key?

  Business Response

  Date: 06/03/2025

  Good morning, 

   

  To whom it may concern, Mercedes-Benz of Novi was contacted by ********* ****** from the ***** engineering team on May 14, 2025 . Mrs. ****** vehicle was involved in an *****-conducted investigation due to the customer stating to ***** that the vehicle shifted incorrectly, resulting in the customer hitting a pole. **** ****** reached out to Mrs. ***** on 5/15/2025 to get the details on where the vehicle was currently located. Mrs. ***** disclosed that the vehicle was at ********** Collision; her point of contact was ******* at ********************. I called ********** Collision , spoke to ******* to get the details on what condition the vehicle was in and find out if they had started any work. ******* indicated that they had only removed the front bumper, hood, and driver fender as teardown for ****************************. I contacted ***** Roadside to dispatch a tow truck to pick the vehicle up from ********* Collision. ***** roadside dispatched ******** towing to recover the customer's vehicle from ********** Collision located at *********************************************************. ******** towing arrived on site at the pick-up address and had to wait for someone to bring the keys to the vehicle to install it on the tow truck. They stated to ******** that the vehicle was just in a holding lot awaiting repairs. The actual shop was located off-site from where the vehicle was as they had moved locations. We had the vehicle at our location conducting the ***** requested investigation for about 5 days. When the vehicle was complete, I contacted ***** roadside and advised them that the vehicle needed to be towed back to the same location it was picked up from 5 days prior. They advised they had the original pick-up location on file and would dispatch a tow truck to retrieve it and get it back to the body shop. The tow company that was dispatched this time was a different company. I asked the tow truck driver to confirm the drop-off location before he took the vehicle. He stated it was going back to ********** collision located at ********************************************************, that was sent through from ***** roadside. The driver called to confirm drop-off of the vehicle and stated that he left the keys to the vehicle in the business mailbox. Mercedes-Benz of Novi does not provide towing services nor have we ever. This customer vehicle was handled and transported by ***** roadside team. The customer called the dealership in a panic after getting information that the vehicle was potentially dropped off at the wrong location. My team quickly jumped into action and contacted the body shop; my *** spoke to the owner of ********* who stated he knew where the vehicle would have been dropped off. The vehicle was at their holding lot/ old address as they had moved. We also reached out to ***** roadside and advised them of the mistake in where they had delivered the vehicle to. They confirmed that the driver stated in his report that the keys were left in the mailbox of the business. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23370874
  
  I am rejecting this response because:

  You did not let me know my car was even being dropped off. No call was made. My car was dropped off in an empty lot. I didnt receive a call. I called the day LATER and found the car on my APP. No rental was provided. I asked for one. No call was made: this response is unacceptable.

  Someone should call me.
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Mercedes Benz Sprinter from Mercedes Benz of Novi. It was brought from another Mercedes Benz in ******** and upon arrival I discovered many stink bugs inside the vehicle. I asked them if they can clean the vehicle and I came the next day to pick it up. After driving it for a few days I discovered more stink bugs in different compartments of the vehicle and asked the dealership to clean the vehicle better. Long story short I took it back to Mercedes about 6-7 times and still discovering more stink bugs everywhere. I told them at this point they either should replace the vehicle or buy it back because I don't want it. It's disgusting. They refused and now they are ignoring my calls, emails. It's genuinely hurting my business and I don't know what to do. Please help. Thanks

• Initial Complaint

  Date:05/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 experienced unbecoming and rude deamenor while at the Mercedes Benz Dealership in *************. It has always been my understanding that Mercedes Benz has a standard for customer and quality service. The treatment I expericed does NOT uphold the Mercedes standard and will not be tolerated. I am sure I speak for all customers' wether the customer chose to let it go or not, that this type of demeanor towards any customer has to be corrected fast.Upon my arrival on May 21, 2024 approx. 10:30AM at the Mercedes Benz Dealership to drop off my Gray E300 to be serviced. I was approched by an older white gentleman, tall, slender build who was rude with unpleasent demanor stating "What are you here for?" There was another service rep short, younger white male, sitting at a desk to the far right of the Service counter, who approached to help me. As the younger representative was asking me about what I needed the older guy rudely interrupted and stated "The check Engine light will be a fee and we will call you, Do you have an ppointment?" I told the older gentelman I had an appointment and the younger gentelman stated that he will service me from then on. I noticed the same older gentleman was rude to other customers as well. I never received a phone call about the service need for my vehicle so I decided to call to find out what needed to be done to my vehicle. Which is ok, however, I did expect to know what needed to be repaired prior to the actual service taking place. Once I retured to the Dealership to pick up my vehicle I noticed gas had been run out (WHICH IS FINE) becuase we understand cars have to be driven to test the repairs OR for other reasons. I asked the older gentleman about the gas being so low, Consdiering it was the next day, My tank was full upon drop off and now I only have One quater of a tank of gas. He stated rudely "I don't know, you gotta ask them on the inside!" I am not sure why the deamenor toward customers is bad but it needs addressed!

• Initial Complaint

  Date:12/26/2023

  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 vehicle in September of 2023 in At Mercedes Benz of Novi and have not received my license plate yet as of December *********. I have been in contact with the manager of the dealer and the salesman and I am repeatedly told the same thing with no progress of anything. I have paid the service to have my license plate transferred over to the state I moved to, *******. There is no hold up on Indiana BMV as they are waiting for my information title/vehicle registration to even be able to issue me another temporary plate. I have been driving on an expired license plate since November 27th. The salesman reports that I will receive my plate every week, but I have yet to receive anything. I asked for a tracking number of paperwork that was sent in by the dealer but they fail to provide me with one. This whole situation is ridiculous and I have not been accommodated with a new temporary plate or anything. The salesman reports that paperwork was sent in October yet, the Indiana BMV has no record of anything!

  Business Response

  Date: 01/08/2024

  Subject: Case Number ******** - Resolution Update
  
  Dear [Better Business Bureau],
  
  I hope this email finds you well. I am writing to provide an update regarding case number ******** involving ****************** and the plate issue she has been experiencing with Mercedes Benz of Novi.
  
  Firstly, I would like to express our sincere apologies for any inconvenience caused to ****** during this process. We understand her frustration and are fully committed to resolving this matter as quickly and efficiently as possible.
  
  The delay in receiving her new plate is primarily due to the complexities involved in registering the vehicle in *******. ******, along with her father ****, purchased the vehicle and we have been working diligently to obtain the necessary information to complete the registration in *******.Specifically, we had initially faced challenges in obtaining ******'s driver's license, and we are currently awaiting the copy of ****'s Social Security card.
  
  I want to assure you that Mercedes Benz of Novi is actively collaborating with a titling company in ******* to ensure a prompt resolution. Our team is dedicated to assisting ****** in every possible way and we are doing everything within our control to expedite the process.
  
  We kindly request your understanding and patience as we await the Social Security card from ****. Once we have received this document,we will immediately proceed with resolving the plate issue and ensuring that ****** receives her new plate without any further delays.
  
  Open and transparent communication with our customers is of utmost importance to us. As such, we have been in regular contact with ******, keeping her informed of the progress and estimated timeline for resolution. We believe that maintaining a strong and positive relationship with our customers is essential, especially during challenging situations like this.
  
  If there are any further updates or if we can provide any additional information, please do not hesitate to reach out to us. We value your input and are committed to resolving this matter to the satisfaction of all parties involved.
  
  Thank you for your attention to this matter, and we appreciate your continued support in assisting us in resolving this issue. We remain dedicated to providing exceptional customer service and ensuring that ******'s experience with Mercedes Benz of Novi is a positive one.
  
  Sincerely,
  
  ***********************
  General Sales Manager
  Mercedes Benz of Novi

• Initial Complaint

  Date:05/16/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On April 21st I had a car taken to Mercedes of **** for a pre-purchase inspection. I paid $369.61 for this service. Before paying, I spoke to the maintenance department to confirm that I would receive both the results of the inspection and the estimates for repairs the same day. This was necessary for me to be able to purchase the car. I was told that the inspection takes 2 hours and was assured that I would receive inspection results and estimate within a few hours. I was assured again on the day of dropping off the car that I would receive the findings within a few hours. After my appointment had passed by 5 hours, I called again and was told that the inspection was not done and I would receive the results by end of day. End of day came and went, and I had received nothing. The next day, after multiple calls, I was able to get a partial inspection report that did not include all findings and did not include estimates. I was then told that the estimates would not be completed for multiple days. I communicated that this was of no use to me, and had I been told that at any point prior to the appointment, I would not have scheduled/paid for the inspection. Another week passed and I still had not received the estimate I was promised the week prior. I was given the number for the assistant maintenance *******. I called and told him it had been a week and I still had not received estimates, and I had not received the service I paid for. It was long since past when I had to make a decision on the car in question. This asst. ******* refused to refund any of my money and insisted that the service was eventually completed so he was unwilling to return any of my money. At the time he said this, I still had not been sent an estimate. I then asked to speak to his *******. I was told he was unavailable but I would receive a call back from him ASAP. It has been multiple weeks since then and I still have not received a call back from anyone at Mercedes of ****.