ComplaintsforMercedes Benz Ottawa Downtown

• Initial Complaint

  29/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 18, 2023 for $175.15. The service provided was for a mechanical issue covered under warranty. The part of issue is the transmission control module. A software malfunction can a physical malfunction resulting in the engine making a loud screaming noise. This said software issues are only covered in the original warrant and not the extended. I emailed and called them about the issue. No reply. I followed up with their ******* ******* on March 22, 2023 to a response of they are looking into it. Nothing has come from it. I can provide copy of receipt, I will have to scan it and upload it. Was not provided digital copy for this order. Warranty attached below (see page 6, heading transmission).

  Business response

  30/03/2023

  I have reviewed the work order and the repairs that were completed and the client is absolutely correct - the repair should have been covered by warranty.

  There was some miscommunication between our technician and the advisor who was helping the client on the actual repair that was done.

  We are truly sorry for any inconvenience.

  I have asked my ******* ******* to reach out and facilitate the refund. 

• Initial Complaint

  20/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about the first week of December of 2021, I contacted the business to book a service appointment for my car and to purchase a four year service package. The agent who booked the service informed me that I can buy the package the day of the service. We agreed on a service package of $2000 that covers four years of service (average cost is $500 a year). Meaning, each service will include the required car maintenance that is recommended by the Mercedes and the dealership. The appointment was booked for December 6, 2021 and I informed them that I will drop off the car the night before. The service maintenance was done on December 7 and I was asked to pick up the vehicle. After paying, it came to my attention that only an oil change was done for the price of almost $800 and other maintenance included in the package was not done as per the service package (spark plugs, air filter, etc.). Both the service agent and the manager apologized for the miss communication and error and said the issue will be resolved. The manager gave me his phone number to text him direct (************) while he resolves the issue. I attempted to contact him and to date there has not been a response.

  Business response

  21/12/2021

  Thank you for reaching out.

  A couple of things to point out here. 

  The appointment was booked by the client sept 22nd with our appt coordinator - not in early December as the email says.

  We have a specific process for Pre paid Maintenance - Mercedes Canada rules have always been the same and have not changed, Pre paid maintenance must be registered 5-7 days in 

  advance of any service being completed. No one at our store would have told a client that they can buy it the day of a service as it's impossible to claim.

  This client dropped the vehicle off the night before, we contacted him by phone(number not in service) and by email to discuss what was needed on top of the regular B service 

  that was requested, He did not get back to us until later in the day. at that point we had already completed the work he had originally booked for. At no time until after the service was 

  complete did he mention the pre paid maintenance to any of our staff. if there was any miscommunication it was on both parts at the very least.

  In the interest of customer satisfaction I can offer a $150 discount on the pre paid maintenance package that the customer was inquiring about.

   

  regards

   

  Dimos A*********

   

   

   

   

  Customer response

  06/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The appointment was booked by the client sept 22nd with our appt coordinator - not in early December as the email says.
  

  Client Response: The appointment was booked early December. The September appointment was cancelled. You may want to re-verify your records.
  

  We have a specific process for Pre paid Maintenance - Mercedes Canada rules have always been the same and have not changed, Pre paid maintenance must be registered 5-7 days in advance of any service being completed. No one at our store would have told a client that they can buy it the day of a service as it's impossible to claim.
  

  Client Response:  I’m not disputing Mercedes rules nor looked into them. I’m stating that your team member told me that you can buy the package during the appointment. Let’s stick to the point here. “No one at our store would have told a client they can buy…”. You were there during the conversation, a comment like that is reckless and not professional from your end.
  You also mention below it was a miscommunication, how could you make the above comment? Try to be consistent with your story.
  

  This client dropped the vehicle off the night before, we contacted him by phone(number not in service) and by email to discuss what was needed on top of the regular B service that was requested, He did not get back to us until later in the day. at that point we had already completed the work he had originally booked for. At no time until after the service was complete did he mention the pre paid maintenance to any of our staff. if there was any miscommunication it was on both parts at the very least.
  

  Client Response: The prepaid purchase plan was discussed at the time of booking. How else would I know about it? My phone number and email address was updated multiple times with you. You guys attempted to switch me to the prepaid plan in the store when I came in but was too late. Your manager promised to fix the error and get back to me, but he decided to ignore my text as he didn't know what to do to handle the situation. 

  
  In the interest of customer satisfaction, I can offer a $150 discount on the pre paid maintenance package that the customer was inquiring about.
  

  Response: You will refund half the amount to my credit card as a resolution for your error. Failing that, I will dispute the charge with my credit card company, and you will be out the entire amount. Sad response. You just lost a customer for your service department and lost a sale of another car this upcoming year. ** ******** ****** ***** **** **** ********* **** **** **** ********* ** ****

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

  Business response

  11/01/2022

   

  Pre-Paid Maintenance extensions are not something that we easily overlook. We have a  financial bonus incentive program in place for staff, specifically for the sale of these pre-paid plans. When the appointment was booked, additional requests on top of the “B” service itself were noted, such as a problem with your air conditioning system. For the staff to take care in noting these concerns and not noting the pre-paid maintenance extension, that they receive a bonus for, seems difficult to understand…
  
  The “B” Service that was performed on your vehicle is a comprehensive, multi-point inspection, performed by a licensed technician. This service was specifically requested by yourself at the time of your appointment booking. In performing this service, the technician noted several issues with your vehicle and provided a repair quote for the following; front brakes; spark plugs; air filter; and two front tires. 

  I am a little confused on why you feel we should refund half the amount of the service that was completed for you? I'm also concerned that you would threaten to dispute the full charge with your credit card company for service
  that was requested by you and completed by us in full why else would you pay for it? 
  
  I believe that the $150 refund that you have been offered is fair, simply as a goodwill gesture. I would be happy to offer you further discounts on the outstanding repairs that your vehicle requires and were noted during the “B” Service.

   

  regards

   

  Customer response

  13/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  It's a matter of principle from my end that what was promised to me was not delivered. I paid immediately as soon as I walked in and seconds later I found out that the promised work was not done. You manager promised to resolve the issue but hid behind unanswered texts.

   

  I can assure you that you lost my future maintenance and leasing business. Also, my two sisters that lease and do maintenance there were not happy and will be moving their services to another location.

   

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

*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. ↩