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Business Profile

New Car Dealers

Mercedes-Benz of Gilbert

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 15 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:04/09/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 discovered this dishonest transaction only three weeks ago, despite the fact that it transpired one year and 10 months ago. Please allow me to explain. On June 22, 2023, I purchased a 2018 C300 Mercedes from the Mercedes Benz of Gilbert Dealership. I was only the second owner and the previous one was a lessee. I specifically inquired about any prior accidents and was referred to the Carfax, which was squeaky clean. I paid full price (on the high end side) of the market ********** forward to three weeks ago. My car was in an accident on March 13, 2025. The at fault driver's insurance co informed me that I don't qualify for a Diminished Value Claim because my vehicle was in a prior accident in 11/2019! She provided me with the insurance claim number. NEWS TO ME!!! I WONDERED WHY THE DEALERSHIP DIDN'T SELL MY CAR AS A CERTIFIED PRE-OWNED SINCE IT FELL WITHIN THE GUIDELINES (less than 70k miles, less than 6yr old, etc)!!! WHY WOULD THEY PASS ON MAKING SEVERAL DOLLARS MORE??? It was because they were aware of the accident! I spoke with the manager there and he told me they had no way of knowing and there's nothing they can do. I found out later that this has happened to SEVERAL of their customers! THERE IS NO WAY I WOULD'VE PAID FOR A MERCEDES THAT WAS IN A PRIOR ACCIDENT, ESPECIALLY FULL PRICE!!! I just want them to make it right! I paid for something that I did not receive!

  • Initial Complaint

    Date:03/19/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 new vehicle from MB of Gilbert. During the 1st year of ownership I noticed a persistent squeak sound coming from the brakes when braking below 30 MPH. I took the car in after a while of observing the omnipresent squeak and provided video evidence of the issue. During the 1st 2 visits to the shop no fix was offered, and on the 3rd visit they attempted a fix. Shortly after receiving the car back after the 3rd visit, I noticed a different much much louder squeak when braking from 5mph to 0mph. I took video evidence of the issue and made an appointment. I received the car back with no fix initiated. With ample video evidence of the issues, I believe they don't know what is causing the issue, don't know how to fix it, or don't want to take the time to fix it. The car was purchased new and is still under full warranty.

  • Initial Complaint

    Date:10/21/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    10/21/2024- Attempted to get a part number or pricing for my Mercedes e350w and was placed on hold for 41minutes and then hung up on.

  • Initial Complaint

    Date:10/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 bought a **** expedition from them in 2022. Within a few weeks this vehicle began to have transmission issues. They sold me an aftermarket warranty with my vehicle that has been nothing but a headache to deal with, and even though I was told yes this warranty covers a rental car, they do not when needing any type of power train work done. So any time I have needed engine or transmission work done I have had to borrow a car or pay for a rental out of pocket. My car is absolutely a Lemon, and Mercedes of Gilbert sold it to me when I think they knew.

  • Initial Complaint

    Date:09/20/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Im constantly harassed by this dealership.They have ask me to change my response to surveys . MB of Gilbert is not transparent and in my opinion practices unethical customer service techniques to persuade its customers.

  • Initial Complaint

    Date:09/18/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Purchase a car which had a loan on it ,Deal was for the dealer to payoff the loan with the trade of another car Bank has come back saying there is an outstanding amount Dealer saying it between me and the bank

  • Initial Complaint

    Date:06/26/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On June 10, 2024 I purchased a 2021 E350 from Mercedes-Benz of Gilbert in Gilbert, AZ. One of the things that I was not impressed with is that after I just purchased a ******** totaling over $50K, you'd think I'd get some ******** merchandise such a pen, hat, etc. I got nothing. When we purchased my wife's ******** from ******** of ******* she received a lot of ******** merchandise and a welcome package. Also it's been almost 3 weeks since I purchase my vehicle, and I am still waiting on the second key fob. I was told the original owner only turned in one key fob, and the dealership would have to order the other one, along with a first aid kit. I have not been contacted or has there been any follow-up as to what's the status, nor have I been contacted by anyone to see how am I enjoying the vehicle or if I have any questions. I feel like the dealership was giving me a lot of attention when they wanted me to buy the car, but now that I have bought the car, I feel like no they don't care. I don't feel valued as a recent ******** owner, which is surprising with the brand ******** you would expect more. It's annoying that my wife and I have to share a key fob and it's been almost three weeks with no updates. ******** of Gilbert can do a better job that what I have seen, I wished I had purchased my vehicle from ******** of Scottsdale( which is where my wife goes for her service), I would have felt important and like they appreciate my business. I need the second key fob.

  • Initial Complaint

    Date:06/19/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 bought a new ******************** had a cracked windshield and was promised to be replaced,went first time and ***************** dont offer loaner ******** thats what they told me sir,oh ok yes it says here. But I need a credit cardI wasnt told I needed one and didnt bring one sir!ok come back then.came back dropped off to get that and other items fixed including alignment which I had complained about from first visit. Its $450 he say! So I tell him to look at his notes and then says oh ok! I had previously sent pictures of tires bubbled up on sides and said bring it in and says oh well, pay for new ones and well refund you once we hear back from manufacturers. I dont have 6-700dlls just laying around! Ok install a spare and I will wait for manufacturer. After 3-4 weeks still nothing. Im forced to drive around with bad tires risking my and everyone elses lifes. I have no choice only work truck working at the moment thats why o took on this big debt. I come back after work 7-8pm and had dropped off 9am. Jut to pick it up and windshield was just filled in! Monday I called again some guy called me and said vendor will reach out to you today and I will as well. Nothing yet!! have made numerous calls and voice mails and asking for management to call me and nothing and its been 2 months since all this. Started.

  • Initial Complaint

    Date:10/23/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Visited dealer 8-4-2023 to order a new car using the *********** Purchase program. Gave dealer my desired configuration and dealer asked for a deposit to secure a production order with the factory. Sales person indicated manager would contact me with an order confirmation the following week. Did not hear from the dealer so I contacted for a status. Sales person indicated no vehicle with my specs was available. Not surprised which was why I was placing an order. Over the next 6 weeks contacted dealer for a status and kept getting the same response now production vehicle with my specs. This was an odd response. I have ordered from another company and it took my specs and configured a car to those specs. Anyway, on September 20 and being no closer to my request, informed the dealer I wanted my deposit returned based on them looking for a production match verses requesting the factor build to my specs. Dealer agreed to refund the deposit. As of October 22, 2023 I have not received my refund. I have text messages and an email documenting these interactions. As an aside, talked with another dealership and within a day it was able to ID a production purchase order and submit my specs to the factory and only requesting a deposit once the factory confirmed receipt of the order. The relief I seek is return of my deposit and a warning to others that this dealer appears to have an ethical problem. Based on some of the other BBB reviews I appear not to be alone in that assessment. Thank you.

  • Initial Complaint

    Date:10/02/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    We took our sprinter van in for a ****** mile service and ******** got the work done and got the van back to us. Within 100 hundred miles on the van one of the injector clips that were just installed came off. It caused a half tank of diesel fuel to be dumped out while my wife was driving the van. When this happened smoke came out of the dash and out of the air conditioner vents. Now the vehicles smells of diesel on the inside and they havent been able to get the smell out. **** with service told me on 2 occasions that their tech had installed the injector clip backwards thus causing the injector clip to slip and spill out diesel fuel. Luckily no one was injured during all of this. Anyways **** has now gone back on what he said and is stating he never stated that. He did verbally twice and theyre not going to make things right based on what their response was this morning they are no longer accepting responsibility like they had been. We spent $70,000 on this van and now I dont even want to drive my family around in this van that smells so strongly of diesel.

Mercedes-Benz of Gilbert is NOT a BBB Accredited Business.

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