ComplaintsforMercedes-Benz of Gilbert

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  06/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  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

  10/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  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

  10/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I agreed to purchase a vehicle with this dealership. We settled on a price, we signed a contract and certified funds for the full balance were recieved by the dealership. Ive paid for an additional inspection they required and charges to overnight the check to them. They sent paperwork for me to sign that stated a delivery date of 2-28-23. I emailed the finance manager to ask if this meant I could take possession of the vehicle today, since the document states today as the delivery date. Finance manager stated non of the paperwork says delivery date and that the delivery date is the date the vehicle has been paid for. He ultimately canceling the deal with no detail of a contract breech and no clauses in the contract that show any cancelation. I would like my car that I contractually own.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  CITI Cards resolved a dispute in my favor in a letter dated April 27, 2022, stating "the conditional credit is permanent . There is nothing else you need to do." Mercedes Benz of Gilbert has refused to accept the decision, continued to harass and try to intimidate. It sent a collections notice on their letterhead dated June 8, 2022. I received a letter from Paid ******** *** dated December 16, 2022 attempting to collect plus interest. I again contracted CITI, and once again was told by *****, a CITI representative that the matter was closed.On Friday, February 3, 2023 I learned, in response to a complaint filed with DIFI *********** of ********* and Financial Institutions) against Paid ******** *** that Mercedes Benz of Gilbert has apparently tried to serve me in an attempt to collect in small claims court. That didn't work, so Paid ******** *** was hired. Mercedes Benz of Gilbert is now claiming in Paid ******** ***'s response that CITI Cards didn't "'necessarily resolve the dispute in her' favor because we didn't have time, was not informed they needed to provide a response online." This is a blatant lie and an attempt to reset the clock.When a dispute is filed, businesses are given as much as 60 days to respond. And, they inform how to submit documents (by email or online). CITI informed me of the procedure, which I followed. Mercedes Benz of Gilbert was well aware of the process, the business was in contact with CITI, using it a their spokesman to demand that I strip the parts from my vehicle and return it to them. ************* had an opportunity to address my concerns under the warranty back on January 3, 2022 and January 5, 2022 when I returned to their dealership. Instead, they chose to dismiss me, and cut off all contact by email or phone. Now, they want to inspect under the warranty AFTER the dispute was resolved in my favor.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I prepaid for services for my car when I purchased it. I was not informed there was a mileage limit at that time for services. I got first two services done without issues. Recently, when the car had ****** miles the service light came on and I called the dealer for an appointment. They told me my service was not due till ****** miles. So I waited till the car had ****** miles to schedule the service. At that time I was told my prepaid service expired at ****** miles. I asked to speak to their financial manager. Got a voice mail where I left a message and requested they call me back. No one called. Few days later I called and scheduled a service and took my car for servicing where *******, service representative, told me how the prepaid service had expired. But he said he would talk to the finance department and call me back in a day or two. He did not call back. I called him and left a message for him.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I was in the process of purchasing a car with this dealership since Aug 10th, 2022 but nothing was finalized. I ended up allowing them to run my credit and put $3k on a car but due to the treatment I received at this dealership, I decide to instead give my business to another dealership and canceled any processes going forward. After attempting to avoid unnecessary arguments, I explained my situation several times to different employees involved in the situation and asked to be refunded the initial deposit I had given them which they agreed to. After several calls I made to them, I finally got a manager in sales and he stated he had put in the request since the day before (Saturday, August 13th) for the refund and that I could expect it to be credited back to my credit card company within 5 business days. I was trying to avoid having to file this complaint since I have already left them a review online about their business, but after filing a dispute with my credit card company due to never receiving refund and struggling with that as well, I decided to file this complaint to help get this resolved.

• Initial Complaint

  05/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  In 2021, ******************************** stated that we had a broken turbo. We had their service department fix the turbo. Following this, the car never performed well and would often lag in speed and pick up capabilities. We have contracted the Mercedes Benz of Gilbert service department numerous times in which they re-assessed the turbo and stated that nothing is wrong and they will no longer help us. Recently we had a ** compressor fail. At another facility, Christian ********* they ran a diagnostic which found that the ** compressor failed due to the pressure from an incorrectly calibrated turbo. We contacted Mercedes Benz of Gilbert service department and ******** corporate, they have informed us that it is not their fault and they will look at the car for a fee. The incorrectly calibrated turbo is now causing engine damage. We can no longer trade in the vehicle because it will not be worth money due to the occurring engine damage. We need ******** to fix their mistake and we should not be held financially responsible. Neither my husband and I did this to the turbo, we dont know how to work on vehicles, we could not have created this issue. Mercedes Benz of Gilbert installed and calibrated the turbo incorrectly & need to be held responsible. We have diagnostic reports from Christian ******** with proof and Im sure the mechanic would also vouche for their report. Thank you and please help us.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The date of service was 1/3/22 at 11:48am. Took the car in for a recall of the passenger air bag. Also, asked to get it checked if it was under warranty for the timing chain. When I took it in they said they had to do a diagnostic check to see if under warranty for 200. If under warranty all fees would be waved. I stayed under the dx check and thats when ***************************** said the car is under warranty - will be free of charge and gave a free rental until the car is fixed. On Jan 10th - ********* text that they are behind schedule on repairs and were waiting for parts to arrive. On 1/24 ***** text and said all parts came in on Fri it was disassemble but ran into some problems. The timing chain isn't under warranty and would have to pay **** to get repaired. To put back together it would be ****, or 200 to get towed. I gave authority to disassemble the car when I was told it was covered under warranty at no cost to me. This isn't right.

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