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Business Profile

Auto Manufacturers

Mercedes-Benz Canada Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:25/11/2024

    Type:Product Issues
    Status:
    Answered
    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 vehicle from a Mercedes Benz dealership in Gatineau, I was assured there were no problem with the car, within one week I had the car inspected by another garage who found issues. Mercedes Canada requested I have the car inspected at another Mercedes Benz dealership which I did and again problems were found with the vehicle. Neither the Gatineau location or Mercedes Benz Canada is willing to admit any wrong doing in misrepresentation of the vehicles condition nor are they willing to repair the current problems.

    Business Response

    Date: 27/11/2024

    The customer, ***** *******, contacted us in regards to issues with his vehicle, he advised that he had a safety inspection done at Mercedes Benz Gatineau, the customer then advised that he brought the car for a post purchase inspection and there were issues found that should not have passed the safety inspection. I advised the customer In order for us to be able to review or escalate the issue this would have to be an inspection performed at a Mercedes Benz dealership,once this is done he could contact us and we will review the situation accordingly.

    The customer brought his vehicle to  Mercedes Benz Star Motors,  I also discussed with the service advisor *****, who confirmed that the leak he found was a minor leak that does not affect a safety inspection in any way and that it was a recommended repair, he explained this to the customer as well.

    Both inspections that the customer forwarded from both dealership passed the safety inspection for his vehicle.

    Mercedes Benz Gatineau has offered 20% off to the customer in regards to the recommended repairs for his vehicle.

    At this time Mercedes Benz Canada will not be able to further assist in this matter.

     

    Thanks, *****.


    Customer Answer

    Date: 27/11/2024


    Complaint: ********

    I am rejecting this response because: the issues with the vehicle are not safety related but I was guaranteed by the Mercedes Benz Gatineau that the car was in good condition and not in a state where repairs were required. The inspection clearly shows that immediate repairs are necessary. I requested that the car be inspected by one of 2 shops that I trust, Mercedes Benz Gatineau refused this and assured me the vehicle was perfectly fine and provided me with their inspection report which clearly did not show the problems.

    Sincerely,

    ***** *******

    Business Response

    Date: 27/11/2024

    Both inspections that the customer forwarded from both dealership passed the safety inspection for his vehicle. Mercedes Benz Gatineau has offered 20% off to the customer in regards to the recommended repairs for his vehicle.


    At this time Mercedes Benz Canada will not be able to further assist in this matter.I understand the customer is not happy with this outcome, however, there will be no further review at this time from Mercedes Benz Canada.

    Customer Answer

    Date: 28/11/2024


    Complaint: ********

    I am rejecting this response because: as stated in my previous response although the vehicle passed a safety inspection it has issues that require immediate repairs. I was guaranteed by the dealership the vehicle did not have any issues. A safety inspection pass has nothing to do with this. When a customer is guaranteed there are no issues and they are given a report that states this then there shouldn't be issues. In this case there are issues that have been verified by another Mercedes Benz dealership. I should have been made aware of these issues as now I need to repair the vehicle I just purchased. **** ** * ******* ************ ******** ********* * *** **** *** 

    Sincerely,

    ***** *******

  • Initial Complaint

    Date:14/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 sent a registered letter to Mr. Andreas T*******, ********* *** **** Mercedes-Benz Canada, **** ***** ***** ************ ******** *** ***, on October, 1, 2024. The tracking on the letter indicates that it was delivered to the addressee on October 3, 2024. The three-page letter documented a series of mechanical and service problems with my 2019, Mercedes-Benz vehicle (VIN:****************) that have cost me a considerable sum of money plus major inconveniences. At this date, November 14, 2024 I have received no reply. Included in my letter was a detailed account of a $3814.81 expense to repair "wiring harness for oil pump" that is the result of a design flaw that requires an inordinate amount of labour to repair, a windfall for the dealer's service bay. As no service vehicle was available at the dealer during most of the several days my vehicle was in the shop, I incurred a rental vehicle charge of $765.61 that should be reimbursed. This and the various other service issues addressed in my letter merit at least a response given the lengthy repair record of this high end vehicle. ** ***** ********** ******* **** * **** ***** *** ******** ** **** *** ****** ******* ** **** ************ ******** * **** ** *** ****** ** ********* 

    Business Response

    Date: 04/12/2024

    Mercedes-Benz Canada reviewed the clients concerns with Mercedes-Benz Barrie. The manufacturer’s warranty on the vehicle expired in October 2022. After careful consideration we agreed to provide a refund for some of the labour, the rental invoice, hotel expense, and towing as a goodwill gesture. The client has been notified. The dealer is having the cheque prepared and will have it couriered to the client. 

  • Initial Complaint

    Date:28/10/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    The Mercedes Canada frequently asked questions site clearly and unequivocally states that the Mercedes-Me connect system is complimentary for 3 years but they cut mine off after a year. I have a copy of the frequently asked questions and will post a copy.

    Business Response

    Date: 21/11/2024

    Hello Better Business Bureau,

    ** **** ** ********* * ************** ** ************* ******* **** ******* ** *** ********* ***** * **** ******** ** ********** ** our current FAQ page ***** clearly states Complimentary services are for a 1 year trial period as of Model Year 2023. Granted this is a change from older models as Model Year 2019 to 2022 were granted 3 years complimentary service previously as indicated ** *** ********** ******** by the customer which states as such for a 2019 model. It is also stated clearly in the terms of service contract for the customer when starting the service that the complimentary services for his vehicle in particular are also for a 1 year trial period. 

    Customer Answer

    Date: 21/11/2024


    Complaint: ********

    I am rejecting this response because: it clearly states in your website 3 years ***** ** ***** *********** ***** you changed the length  but didn't change your website. 

     

    At a minimum I should get 3 years of service.  

     



    Sincerely,

    ****** ******

    Business Response

    Date: 21/11/2024

    ******** ** our FAQ page (*******************************************************) ***** clearly states Complimentary services are for a 1 year trial period as of Model Year 2023 and information again is stated in Terms of service which customer signed. Customer's vehicle is a model year 2023. 

  • Initial Complaint

    Date:04/01/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Our sons 2016 Mercedes C300 leaked fuel all over the road and luckily never caught fire . We had it towed to a garage that has done service on our vehicles in the past . They said it was the fuel rail and fuel injectors and there was a recall . They printed the recall form for us . The recall was issued because the concern of the car igniting . We brought it to Mercedes in Barrie and they said they have no recall for this in Canada . This is very alarming that the exact same car in the USA is a recall but not in Canada . ** *** ***** **** **** ******* ** ******** ******* ******* . We in Canada should have the same protections they do in the USA . I would like to have this issue resolved in Canada before someone gets seriously injured or killed . Thanks for your time Sincerely **** ******

    Business Response

    Date: 09/01/2024

    We reviewed the repair with the service manager at Mercedes-Benz Barrie, Ms. ********** *******. She advised us after diagnosing the vehicle, they determined the concern to be with the fuel lines under the vehicle leading to the high pressure pump. The concern was not due to the fuel rail or fuel injectors as indicated by the client's independent service provider. The dealership as well as Mercedes-Benz Canada verified and their are no outstanding recalls on the client's vehicle. Recalls are VIN (vehicle identification number) specific as well as country specific. The vehicle has been repaired as the client approved the replacement of 2 fuel lines. 

    Customer Answer

    Date: 10/01/2024


    Complaint: ********

    I am rejecting this response because:

    Sincerely,

    **** ******

Mercedes-Benz Canada Inc is NOT a BBB Accredited Business.

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