ComplaintsforMercedes Benz of Little Rock

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April of 2022, my 2009 Mercedes Benz S63, went through a vehicle diagnostic by the dealership and the repair was agreed upon. Repair was paid at $1,000.00 Repair was completed per diagnostic by dealership. Repair was not completed correctly, which caused 4 more trips back to the dealership over a 4 month period. Service advisor *****, advised a new repair of $6,000.00 was all the sudden needed for the same issues the $1,000.00 repair was suppose to fix. Even though I've already paid out $1,000.00, dealership is now asking for another $6,000.00 to fix a problem that they created. I made several calls to the service manager and left many messages, but he refused to call me back. I finally reached the service manage about my issues and he advised it's my fault the vehicle is having issues, because I'm not driving it enough. I then got a second opinion from another mechanic and was advised that the dealership should be held liable for the damages that they have caused to my vehicle. I then made additional attempts to reach the dealership. The service advisor, ***** advised that it was a mistake on the repair and informed me that he would speak with his manager about correcting the problem and would call me back. ***** called me back a few hours later on 09/23/23 and advised that per newly established policy, as of 09/23/22, they are no longer repairing any vehicles under the year 2010.

  Business response

  10/10/2022

  Good afternoon,
  
  I have reviewed the customer complaint.  Please see response below.
  
  Customer brought in his vehicle and we performed an oil change and complimentary multipoint inspection.  During the inspection the tech found oil all over the engine.  The valve cover gaskets were leaking from the top of the engine and running onto all surfaces below.  The tech replaced the valve cover gaskets as approved by the customer.  Customer took vehicle home and noticed an oil leak still present.  He did make an appointment and brought his vehicle in.  Unfortunately we had an air compressor failure that day and it had the entire shop shut down.  Customer left and returned at a later date.  We did find a faulty valve cover gasket and it was again leaking oil from the top of the engine down to all surfaces below.  We repaired this at no charge to the customer and cleaned up the oil from outside of the engine.  Customer picked up vehicle, and at a later date, called stating the car was still leaking oil.  We had customer bring car back in.  The finding at this visit was that the valve cover gaskets were sealed and not leaking but below them on the front cover of the engine there was oil leaking and also from the rear main crank seal. These leaks were masked by the valve cover gasket leaks.  I did advise the customer that we typically see these leaks happen on older vehicles with low miles.  These seals are rubber and they dry out when sitting so much.  The customer is not at fault here, it is merely parts wearing/drying out over time.  These leaks were there all along, they were just masked by the other oil leaks that were higher up on the engine.  We do not make it a practice to price everything that could possibly be leaking on these type jobs.  That would be a disservice to our customers.  We did quote the customer for these needed repairs and he declined and picked up the vehicle. The valve cover gaskets that were replaced are separate parts than the front cover and rear main seal so these are three different repairs. We caused no damages to this vehicle and will not stand liable for the repairs the vehicle needs.  We changed our company policy and no longer work on cars older than 2010 for instances such as this one, parts are getting more obsolete or unavailable, and many repairs on cars beyond 2010 models end up costing more than the vehicles are worth.  That is not a business we are interested in.  We will stand good for the quote of $6,000.00 we previously made to the customer and will perform those repairs at that price if he so wishes.  Beyond that we will be declining to do any additional repairs.
  
  Respectfully,

  Mercedes Benz of Little Rock

  Customer response

  10/14/2022

  Complaint: ********
  
  I am rejecting this response because:
  I'm out of over $1,800 for 6 trips back and forth to the dealership, 2 tow services, oil change that all the oil leak out of the vehicle, two additional oil fill up where I had to purchase additional oil and gasket replacement twice. 

  Along with the terrible service from the service manager, no loaner vehicle, inconvenience of paying someone to pick me up and drop me off to and from the dealership and the fact that, I left 15 unreturned messages at the dealership and have yet to receive a response or call back. 

  Please note that: I'm not interested in spending an additional $6,000 to repair a problem that was not present before going to the dealership for a simple oil change and value cover gasket change.

   

   

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

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