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:09/16/2024

  Type:Service or Repair 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 sold my Mercedes and I want my gap refund. When I called the *** said. That ****************** added the gap to the pay off. Lies. Ive been watching the pay off for a while and the gap was purchased from the dealer not ******************. Stop the rip off. Mail reason I got rid of my Mercedes . Refund me the remaining gap insurance

  

  Business Response

  Date: 09/17/2024

  September 17, 2024
  *****************************
  *******************
  *********************-2301
  Account No: *************
  Year: 2022 Make: Mercedes-Benz
  Model: GLC300W4 VIN: *****************

  
  Dear *****************************:

  
  Mercedes-Benz ****************** would like to thank you for your recent inquiry on the above
  referenced account. The payoff quote at account termination on September 12, 2024 was $40,026.96
  which included a credit for the unused portion of a GAP Waiver charge in the amount of $945.96.
  Should you have further questions regarding the account, please contact our ******************** at
  ************** between the hours of 8:00 a.m. - 7:00 p.m. CT Monday through Friday.
  Thank you for selecting Mercedes-Benz ****************** to serve your financing needs.

  
  Sincerely,
  *********************
  Dealer Services Liaison

  Customer Answer

  Date: 09/17/2024

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair 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.

  Since purchasing my new 2023 ******** C-300 in July 2023 (VIN: *****************) I have have to take this car to the ******** dealership 10 times for maintenance related issues. Most issues were senor issues which are fixed in the receiving area. Last night though I had to call ******** ******** Assistance due to a software glitch which prevented me from driving. Thus far out of pocket maintenance related expenses have been $2,898.00. To settle this matter, I am asking ******** to refund me the $99.00 that I had to spend last night for ******** ******** Assistance.

  

  Business Response

  Date: 07/26/2024

  Client came to the dealership and reviewed concerns regarding his open Customer Satisfaction Case with MB USA.  Client detailed how his keys were locked inside of his vehicle, requiring Roadside Assistance.  He had not received follow-up from MB USA regarding his case.  I then called the *************************** with the client present, and left a voicemail message for the representative assigned to his case.  Following the voice mail, I emailed the *** (After Sales Representative from ** ***) informing him of the situation.  The client acknowledged that I was helpful and that he had an appointment scheduled for his vehicle in the near future.  Client came in for diagnosis of his concern with the keys locking in the vehicle on 7/12/24.  He was provided a complimentary loaner vehicle while his car was being worked on.  The concern was not able to be duplicated.  During a search of available software updates, technician found an updated version available and downloaded it into the vehicle.  The software update, was free of charge to the client.  Client picked his vehicle up on 7/13/24.

  Customer Answer

  Date: 07/30/2024

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:09/08/2022

  Type:Sales and Advertising 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.

  Sept 7, 2020. As of writing, the offending offer is still listed as available via the Dealer's website. (******************************************)
  This offer despite being an obvious promotion that IS available is not being offered as the Dealer would prefer that I instead visit the dealership which directly conflicts with this offer. Per my direct conversation with the General Manager (***** **) this is not a valid offer quote from email sent by ***** ** to myself:
  "Currently the online express program is not available"
  
  This is the definition of false advertising and is essentially a Bait and Switch offer.

  

  Business Response

  Date: 09/29/2022

  There is no evidence of bait and switch in the car deal. The customer requested to complete the entire sale outside of the dealership but with the surge of fraud deals happening we requested him to appear in person for the final step of signatures and in-person driver’s license scan. Secondly the customer had a vehicle trade in, which needed to be examined and appraised. Through email once asked the customer agreed to sign in person, but if this would be a problem other avenues could be explored. The customer came to the dealership, requested $1500 for the trade and an $889-$895 payment with $1000 down which was immediately agreed to and the purchase was completed.

  Customer Answer

  Date: 10/03/2022

  Complaint: 17931330
  
  
  
  I am rejecting this response because:

  1.) There was absolutely no explanation of how/why this offer was not available to me at the time and this response was made up on the fly. As such this is absolutely a bait and switch offer. I was told that this is not a service that is provided by the company NOT that they believed I was attempting to commit some sort of e-fraud. I find this answer disgusting to its core and shows and absolute lack of trust on behalf of Mercedes and the community it apparently 'serves'.

  2.) I agreed to come into the establishment for the trade-in part of the deal ONLY, however I was informed again this was not a service that was offered, NOT that they believed I was attempting to commit fraud.

  3.) _I DID NOT_ receive the deal I setup online and during the in-house visit I was up-charged significantly by several THOUSAND dollars on the deal. I can only assume this was retribution for me making this claim.

  
  
  Regards,
  
  
  
  **** ****