ComplaintsforLone Star Mercedes-Benz

• Initial Complaint

  19/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our fifth vehicle from Lone Star and my husband opted to purchase he insurance policy covering windshield replacement and rim repairs from the*******  Manager *****. It was late at night and the dealership was closing once we were finished. Last year we had our windshield replaced and ten days ago I contacted the dealership to book the rims for repair. I was informed that the **** would only be covered in the event that we had a road hazard such as a blown tire. This information was not shared with us by *****. After speaking with the service manager ********************* was directed to *******************, the pre-owned Vehicle manager who stated that ***** would have informed us of the conditions and closed with the statement that nothing further would be done. ***** also emailed, following Lone Stars script and telling me that she most certainly would have read out the conditions as so many people had complained about this omission that she took extra care to detail it. Our purchase was more than three years ago so and Given Cathys admission it may well be that we were one of the customers that were not fully briefed prior to spending an exorbitant amount of money on a policy that we are unable to utilize. Had we been made aware of the policy limitations we would have declined purchasing an expensive and unnecessary policy.

  Business response

  19/06/2023

  Thank you for bringing this to our attention.  As we responded to ******************, the ********************** Plan (and particularly the Tire and Rim coverage) is an extremely popular product offered by the ******** ************* dealer network.  As such, as part of the presentation of the product, it is made clear that 'curbing' the wheels is not covered.  This is covered specifically, as this has been an assumption clients from time to time have made.  We of course do not want our clients to have false expectations of what the product covers. A copy of the contract outlining the coverages was signed and given to the client (who is not the complainant).  The contract purchased included 60 months coverage on the following items: Tire and Rim Road Hazard Coverage, Paintless Dent Removal and Windshield Replacement. Since purchasing this contract, the vehicle owner has benefitted from this policy, having had a factory OEM windshield replaced in ***** of 2022.

  Customer response

  19/06/2023

  
  Complaint: ********
  
  I am rejecting this response because the lady responsible for selling the insurance policies admitted that other customers have made similar assumptions, indicating that contrary to Lone Stars suggestion that transparency is not in evidence when this product is being sold. 
  
  Sincerely,
  
  *************************

  Business response

  20/06/2023

  Unfortunately the damage caused to the rims is caused by driving too close to curbs and no insurance policy that anyone sells will cover this type of damage. This policy is exclusively to protect against road hazards that puncture tires and make rims unfit to mount tires on again where they have fallen victim to road hazards. Curbs are not part of roads and the coverage will not extend to this type of cosmetic damage. This information is clear in the contract that this consumer signed. The insurer is clear that they will not cover this and Lone Star has no obligation to pay for this damage nor will we consider. We have discussed this numerous times with this consumer and now will consider this case closed.

  Customer response

  20/06/2023

  
  Complaint: ********
  
  I am rejecting this response because it is apparent from ******  attached correspondence that I am not the only customer who has similarly not been provided clear definitions of the extended policy coverage. 
  As stated previously, the sake was completed late in the evening and the dealership was closing as we signed the documentation. 
  We were then provided with a pamphlet and an actual policy was not provided to us until my recent request for service on the rims and the discovery of the policy limitations. 
  Lone stars responses have been condescending and dismissive and Lone Star suggests that all consumers would be aware of the extended policies and the specifics of coverage for each one. While this may be industry knowledge it is not common knowledge for the every day consumer. 
  My husband and I have clear recollection of the conversation with ***** and the fact that the rims would repaired only in the event of a road hazard were not discussed with us. We certainly would never have purchased a $ **** policy had we known that. 
  This is completely unacceptable on Lone  Stars part and is quite obviously a money grab that Is beneath them. As a resolution I would like the damaged rims repaired at Lone Stars cost. 

  
  Sincerely,
  
  *************************

  Business response

  06/07/2023

  Unfortunately the damage caused to the rims is caused by driving too close to curbs and no insurance policy that anyone sells will cover this type of damage. This policy is exclusively to protect against road hazards that puncture tires and make rims unfit to mount tires on again where they have fallen victim to road hazards. Curbs are not part of roads and the coverage will not extend to this type of cosmetic damage. This information is clear in the contract that this consumer signed. The insurer is clear that they will not cover this and Lone Star has no obligation to pay for this damage nor will we consider. We have discussed this numerous times with this consumer and now will consider this case closed.

• Initial Complaint

  22/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 21, 2022 I paid $1357.67 to have the door of a Sprinter fixed after explaining that the door latch does not catch when it gets very cold outside. After bring the vehicle back 3 times and putting up with the terrible attitude of the staff in the service department described by dozens of people in the complaints here at the BBB and on ******* I was told that they would not service the vehicle anymore and claimed that I was rude to THEM! If that's not the pot calling the kettle black I don't know what is. Anyway the weather had warmed up and therefore the issue had stopped but I explained to the manger that I did not think the issue had been resolved and would likely resurface when the cold weather returned. Now that we have cold temperatures again we again have a door latch the wont catch Since Lonestars service department is not skilled enough to fix the issue and the manager has told me they will not service the vehicle I would like my money back $1357.67 ** **** ** **** **** ** ************ *** *** ******** **** * *** ** ** ******* *** *** ** *** *******

  Business response

  04/01/2023

  Dear ***************************,
  Thank you for bringing up your concerns to our attention.  We have had a chance to review your vehicles repair history, and based on that, can confirm that at the time of your last visit to ************, ************** had verified that your door latch was operational.
  Since your last visit to ************, we have had a change in ******************* as well as a new ************* Vans dedicated technician team to work on commercial vehicles, and we invite you to book a follow up appointment with us to take a look at your current concerns.
  Kind ****************************************** Team

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