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:05/28/2025

  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.

  On May 13th, I dropped my car off at Mercedes Benz of North Olmsted for its annual service and a complete detailing (inside and outside) of the car. The total for the detailing was $349.95. I was given a loaner vehicle, as my car was kept overnight, and told that my car would be ready around 4PM the next day. I arrived at the dealership around 5:15PM on May 14th. After paying the total for the detailing and service, I went out to my car, which was parked under an awning, outside the side door of the dealership. My car was covered in a light dusting of pollen, had bird droppings on the hood, had a light coating of dust on the dashboard, mud on the floormats and the side windows were dirty where they meet the door. I immediately went back into the dealership where a member of the service team apologized emphatically, asked me to wait 15 minutes and drove my car back into the garage. When he returned, he had cleaned up the hood to remove the pollen and bird droppings. I left the dealership stunned. When I received a survey from Mercedes a day or so later, I detailed these issues, which resulted in a call from their service manager, Jeremy ****. Mr. **** claimed that this was not the level of service they typically provided and offered to re-clean the car. I do not want this dealership to re-clean my car; I want refunded. I have no intention of returning to this dealership for service, my next car, etc.

  Business Response

  Date: 05/28/2025

  I am sorry to hear about your service, but as Jeremy indicated, We will be happy to address and redetail the car. We do not offer refunds on work performed. As per notes in the system, client agreed to have us pick the car and re do the detail but canceled. 

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  As you can see from their response, they aren’t arguing the condition my car was returned to me in. As this is the third time in four years that they have completed this service in an unacceptable manner, I have no interest in a fourth attempt. 

  
  
  
  Regards,
  
  
  
  ******** *****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:07/22/2024

  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 paid for some work to be done after i pulled off of the lot the same problem persisted.took it back 3 days later and after 4 month they told me it was my transmission and it was going to cost me $11,000 for the repairs.and also when i got it back i had a antifreeze leak that they said they was not going to fix because it wasn't there fought and that was going to cost me $2400.so i said can i get reimburst for the repairs that i first spend and they said no to that.they told me that if iwill allow them to do the repairs again they was only willing to get me $1200 for all of the repairs thats now a total of $13,400 . i went to pick my car up and i was wondering what was taking so long to bring me my car.So i picked it up after putting it on the tow truck i was taking it to another shop thats when i discover that it wont go in reverse..the car ran like brand new except for a liitle jerking every now and than. they did not tell me my reverse was out they just told me i needed an transmission..PLEASE HELP

  Business Response

  Date: 07/24/2024

  Unfortunately due to the fact that the client declined the repairs the first time, we can't be held responsible for current issues. Car was initially diagnosed with 73k miles and currently has 162k miles

  see detailed events...

   

  08/09/2023
  Miles 73,758
  
  CONCERN - 
  Client states a shuttering when turning concern 
  
  CAUSE - 
  The planetary carrier in the transfer case is failing causing the
  shutter and also feel it coming from torque converter also 
  
  CORRECTION - 
  Client declined all repairs at this time 
  
  
  12/11/2023
  Miles - 78,208
  
  CONCERN - 
  Client states shuttering when making turns and shifting
  harsh 
  
  CAUSE - 
  transfer case planetary carrier failing causing shuttering 
  
  CORRECTION - 
  disassembled transfer case to replace planetary carrier ( also
  know as gears, clutch pack ) resealed transfer case 
  confirmed no more shuttering at this time 
  
  
  02/08/2024
  Miles - 78,351
  
  CONCERN - 
  Client states vehicle is shuttering at 70-80 mph and when making
  turns 
  
  CAUSE - 
  something internally inside of the transmission is binding causing
  the shuttering and now even rough / harsh shifts. 
  Over time of the planetary gears going back and no repairs made
  could cause further damage to not only the transfer case but also the
  transmission as they are all connected as one large unit.. 
  
  CORRECTION - 
  Client declined repairs at this time to replace the entire
  transmission / transfer case assembly as it is one unit. 
  
  Client also has an extended warranty that would cover up too a
  complete total of $4,500.00 in repairs, but would need a complete tear down to
  prove cause of failure. Diagnostics would be on the client because for some
  reason not covered then client would be responsible for repairs and or the tear
  down / reassemble if parts are not replaced - tear down diagnostics not
  approved by client. 

• Initial Complaint

  Date:11/15/2023

  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 am filing a complaint against Mercedes Benz North Olmsted, specifically regarding the unsatisfactory service with Service Advisor Sean C******. On 11/14/23, I picked up my Smart car, and the encounter with Mr. C****** was notably unprofessional. Despite attempting polite conversation, my efforts were disregarded, leaving a negative impression of customer service.
  
  Moreover, the dealership informed me on 11/10/23 (funny enough, my birthday) that no loaner cars were available for the next two weeks. However, upon entering, I observed them actively issuing loaner cars to other customers. This inconsistency raises concerns about transparency.
  
  Before meeting with me, Mr. C****** engaged happily with another customer. However, when assisting me, his attitude shifted dramatically, appearing disinterested. This unexplained change left me feeling undervalued and upset.
  
  The service on my Smart car involved replacing the muffler, which fell off after hitting a pothole, likely due to rust. A new Smart exhaust is approximately $399, yet I was charged over $1000. The discrepancy, over $600 for labor and taxes, raises concerns about pricing fairness and transparency.
  
  These issues collectively reflect poorly on Mercedes Benz North Olmsted's business practices. I expect transparency, professionalism, and fair treatment as a consumer.
  
  I am bringing this matter to the Better Business Bureau, hoping for a thorough investigation. Your assistance in facilitating a resolution and making other consumers aware of potential concerns is appreciated.

  Business Response

  Date: 11/16/2023

  3 issues to respond to

  Loaner cars. Disinterest, Cost

  Client did not have an appointment, car was towed in. Loaner cars are given to appointments made from 2-3 weeks prior. We do have limited number of cars to loan

  Client did not have an appointment, so Sean was in the process of finishing with a client that had an appointment that day. Will discuss with Sean on attitude internally to insure exceptional customer service. 

  As evident of clients invoices and repair paperwork client attached, client approved all the work prior to us performing it. So client had the option to decline the work based on price, but that did not come up. 

  there might be aftermarket parts or similar available online to buy at a discounted price, but we only provide factory original parts. Muffler was $526.96, Labor to remove old rusted muffler and install new one was $396, tax and shop supplies were $111.88, for a total of $1037.84 which client approved prior to repair. 

  Client was advised of a leaking axle as well but declined that service. 

   

• Initial Complaint

  Date:09/21/2023

  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.

  I purchased a car from Mercedes Benz of North Olmsted November of 2022. I have not had this car a full year yet before i started having issues. I purchased an extended warranty so that my car is covered for any repairs. I had my vehicle towed to Mercedes on Aug 9th only for them to tell me Aug11th they can't fix it because they don't have a mechanic that fixes Jaguars they suggested that I tow it to a Jaguar dealer, I then towed it to Jaguar of Solon on Aug14 they didn't get to me until Aug 17th they said the problem was the Telematic module part# ******** my warranty covers it however the part is on back order. They allowed me to think for 4 weeks that the part was coming, and it was just on back order, I called Jaguar of WestSide and had them look up the part they told me that part is no longer available the manufacture no longer produces the part. I said well Solon Jaguar said its just on back order what's the likelihood of me getting this part he said never because no one is making it anymore, I contacted several other dealers just to get a second opinion and they said the same thing. I went back to Jaguar of Solon and said why did you have me thinking it was just on back order, they then admitted it could take months to years to obtain a part if ever and they refuse to use a used part because once they are programmed to a specific vin they will not re-write and there are no returns on the used PCMS. So now I have a car loan on a car that does not work. I went back to Mercedes for some sort of resolve they basically said we cant help you. Ask Huntington bank where I have the loan what options I have they suggested Substitution of Collateral but Mercedes said no you don't qualify for that. So I'm stuck with a Lemon I know I qualify for the Used Lemon Law Mer Benz needs to make this right. I have not had the car a year, they need to buy this car back and they can wait on the part for years. Fed Law says that a Manufacture has to produce parts for 10 years.

  Business Response

  Date: 09/21/2023

  I understand the frustration. I will try and get in touch with Jaguar Corp to get some insight on the best course of action. I understand we sold the car, but we could have not foreseen and issue like this

  Customer Answer

  Date: 09/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, I look forward to hearing your resolution. Even though you could not for see this happening this situation should still qualify for the Used Car Lemon Law.  I have had the car for less than 1 year and it also is not my fault that the manufacture no longer produces the part which by Federal Law says they have to produce for at least 10 years and my car is only 5 years old.  I have taken the appropriate steps to ensure that the car could be fixed should there be any mechanical issues, I purchased the extended warranty, I took the car to a Jaguar Dealer my warranty is willing to cover the part, but the issue is that the part is not accessible.  Which is NOT my fault either.  So there needs to be some sort of resolve.  Mercedes Benz can afford to sit an wait for a part to come available at some point (per the Jaguar dealer Months to Years) I have not had a car in over 8 weeks an no one seems to be concerned with that neither dealership will even provide a Loaner while the situation is worked out. I am still expected to continue paying on a loan and NO CAR, So it seems that I am the ONLY one taking the loss here.  I await some sort of resolve from Mercedes Benz.
  
  
  
  Regards,
  
  
  
  ******* ****
  
  
  
  
  

• Initial Complaint

  Date:05/02/2023

  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.

  I purchased a new car. The car is a six figure car and had multiple scratches. Seller did not disclose the scratches prior to selling GLE couple. Seller did not offer any credits for such behavior.

  Business Response

  Date: 05/04/2023

  Car came from Factory with a couple of scratches. We did fix all the scratches and offered a courtesy paint protection film which we added to the car. 

  Customer Answer

  Date: 05/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  Business  did not disclose this info and they were aware of it. I am requesting additional credit. 
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  *********** *********
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 05/04/2023

  I am sorry the client does not agree, But the return of the car is not an option on the table for minor scratches that were already taken out. 

  Customer Answer

  Date: 05/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   The business knew about scratches in a brand-new car. They never disclosed it. If I had not discovered it, they would not have informed me. This is very concerning behavior from a luxury brand. 
  
  
  
  Regards,
  
  
  
  *********** *********