Complaints

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.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 test drove a *** 330 E 2021 and purchased it for $34,992 in February 2024. Loved the car we test drove. In our opinion, as well as the Salesman that worked with us, the car did not smell when we test drove it. They kept the car to do the certification work required by the dealership. We asked the Salesman to make sure no fragrances would be sprayed on any of the interior. When we picked up the car, it had a very strong perfume odor to it, which causes breathing difficulties and headaches. We immediately pointed it out to the Service Agent. He suggested we leave the windows open for a day or so. The Service Agent then suggested we bring the car back and they tried shampooing the carpets. The third time we brought the car back they tried an ozone treatment. The smell actually continued to get worse. It we suggested by the ****************** that the technician may have sprayed more new car fragrance, trying to help to. The Service Manager met with us in the car and actually stated he felt he would get a headache if he spent an hour in the car. We paid 3 other professional services to remove the smell, at our own cost, with no success. The Service Manager talked to the General Manager and left a phone message asking us to look at other cars in their inventory to replace the one we purchased. We felt like we were all working to solve a problem that we all recognized to be real. We selected cars that were within our original purchase cost of $34,992 and contacted the salesman. To our shock, the sales group stated that our car Trade in value was only $25,000, so to replace our car with something equivalent would cost us $10,000. We shared with the sales team and the Service Manager that the car did not smell when we purchased it which has been verified by their own employees several times. The damage to our car was done at their dealership. We have tried to contact the general manager, but he has not returned our calls.

  

  Business Response

  Date: 07/28/2024

  We are very familiar with this claim. Both the General Manager as well as the Service Director have been in touch with **************** regarding the odor issue. Most recently, our Service Director did have a discussion with my **************** to let her know that Certified Benz & Beemer has made arrangements with a very reputable third-party company (Biosweep) to have the vehicle inspected and attempt to remove the odor. This company specializes in permanently removing harsh odors from vehicles. They claim their solutions are fast, effective and safe.  The *** is currently at CBB and Biosweep is scheduled to perform its work on August 5, 2024.  This information has been shared with **************** and she approved CBB holding the vehicle until Biosweep comes to CBB to perform its treatment to remove odors from the vehicle. **************** approved on this plan.

   

  Customer Answer

  Date: 07/29/2024

  The appointment for the next odor removal effort is August 5th. The car will need to be aired out for an additional 24 hours before we will know if this latest attempt will be successful. CCB has not addressed our request that they exchange our car for a vehicle of equal or better value, if this latest attempt is not successful.

  

  Business Response

  Date: 08/22/2024

  Let me bring you up-to-date.  We did try to have the vehicle cleaned by a third party specialist but apparently that effort was not successful. Certified Benz & Beemer is in the process of having the customer replace the vehicle with another one of similar value from our inventory.  The customer has provided a list of four (4) vehicles that are of greater cost than what was originally paid. The customer has been informed that there would be additional cost related to the more expensive vehicles that she has selected. With that said, we are trying to schedule a time later this week for the customer to look at the vehicles and go over the costs related to exchanging the vehicle for a more expensive one.
  
  If you have any questions or wish to discuss any of the above, then please do not hesitate to contact me.

  Customer Answer

  Date: 08/26/2024

  The statement that the 4 vehicles were of greater cost than originally paid is not true. We requested a 2021 *** 330i to replace our 2021 *** 330e and the listed price on the website was $32,500 (0ur current ***330e was $32,000). The original MSRP on the 330e was $52,295. The original MSRP replacement vehicle was $51,725. So it was slightly less expensive when it was originally sold than our vehicle. The mileage on our car was ******, and the mileage on the replacement vehicle is ******. The two cars are virtually the same except our vehicle is a hybrid and the replacement is not. The offer to replace our car, which was damaged during their certification process, would cost us more than $8,000 according to the offer they submitted to us. We explained this to the Sales Manager and have left a voicemail for the owner, explaining the equality of the two cars but have not heard back from him. This car would be a fair exchange. Again, we understand that we need to pay tax and license on the new vehicle, but we dont feel its right to charge us $8,000 in prep fees. 

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought this 2020 *** X5 February 2023. It has been brought to our attention that the value of the car is only 35k. We were charged 52k and are now unable to refinance at a lower interest rate. This is not the first issue we have had with the dealer. I would expect they make it right by refunding us the difference or applying 15 k payment to our loan. This is shady and wrong.

  

  Business Response

  Date: 06/12/2024

  We have attempted to reach this customer and speak with them about the current value of their vehicle, but they have not returned our calls. It is a well-known fact that used vehicles depreciate over time, some more or quicker than others. Nobody can predict what the value of a vehicle will be in the future, especially a year and a half after the car was purchased. It is likely that this customer went to their bank with the expectation of refinancing the vehicle at a lower rate based on a higher value but was unable to do so. We do not know what the bank did to reach its value. Further, we do not have any record of the customer getting a recent appraisal of their vehicle from our company. When we price our cars for sale, we do so with great care and research many points of data to ensure the fairest price possible - at that time. While it is totally unreasonable to think that we would refund 30% of the purchase price as the customer requests, we still welcome the opportunity to review what the current value of the vehicle is and compare to how the vehicle was originally priced.

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  March 16, 2024 Originally left a good review for this place. They were easy to deal with leading up to and during the purchase.Then, 3 weeks after purchase.... turns out my old car loan still hadn't been paid off on the car I traded in. Which caused an additional payment to be taken out of my account. Had called multiple times. No resolution or call back.This also caused an additional $100 loss because it took longer to get my proof of payoff to get credit back for a canceled extended warranty policy. And! Even after the deal was all set up, appraisal done on the trade, deal fully worked out, they tried to tell me that I'd have to pay $750 because my trade in "didn't have mufflers and they wouldn't be able to resell my trade in without." So I agreed to pay 400 and bring my stock exhaust to them.Come to find out, they sold the car I traded before I got the chance to take the stock exhaust to them, which means they lied about not being able to sell the car I traded in.... like I said, added that cost AFTER the deal was already finalized and after they appraised the trade...The final thing I realized they did, which they do on all of their cars. They add a "CBB ADVANTAGE" addendum ($995, which they refuse to remove) on all their used cars which they claim is added ceramic coating and ceramic window tint. But I noticed the car I traded in also had that addendum mark up, but I traded the car in with tint and ceramic coated. The car I bought clearly has older tint from previous owner but yet I still got charged for it also, plus it had previous owner installed paint protection film already, so they upcharged items that they clearly didn't do themselves. After a good original review, 4 weeks later and now I'm very upset, realizing they are finding ways to charge extra and not even being there after the sale to make sure everything is good for their customers. Overall I'm expecting a legit refund for things they've done wrong.

  

  Business Response

  Date: 04/18/2024

  Upon receiving this Complaint, *********************, Certified Benz & Beemer's General Manager, personally reached out to the customer and confirmed that the loan payoff had been made on the customer's trade-in. Based on the communications, **************** and the customer are in the process of resolving the remaining issues raised in the Complaint which include the customer delivering to ********************** Benz & Beemer the muffler system that had been removed and payment of a credit back to the customer. The customer has indicated that he would be happy when that exchange is finalized, which is expected within the next week.

  Customer Answer

  Date: 04/18/2024

  we have been in contact, they are doing what they can which I appreciate. 

  However,  they haven't addressed the issue of charging for work that they never did with their "cbb advantage" for $998

  I can tell the tint isn't freshly done and even the ceramic coat that is part of that price. 

  

  Business Response

  Date: 04/25/2024

  Certified Benz & Beemer reasonably believed that all issues had been resolved when it submitted its initial Response. After receiving the customer's reply, *********************, ********************** Benz & Beemer's General Manager, again personally reached out to the customer to review the issues that were raised. We understand that the remaining issue have been fully resolved to the customer's satisfaction.

  Customer Answer

  Date: 04/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a Vehicle on June 23, 2023, within the first several weeks we have major issues including, Air-conditioning inoperable, electrical problems, unsafe tires which I had to replace for safety reasons. The dealer has still not reimburse me yet for the tires that needed replacement. I had a difficult time getting a service appointment, no one answers the phone, then I left messages and no call backs. Took 2 weeks to get a call back. Finally dropped the vehicle off for service on 9/8/23, we let the dealer know we have 3 children under 6 years old. We require a loaner vehicle that can accommodate 3 Children's car seats. The car provided can only fit 2 car seats, therefore we cannot use this vehicle. This vehicle has been in the shop now for ********************************************************************************** collision and is now at a body shop until 11/15/23. Due to the collision and damages, the vehicle is now at a diminished value than when purchased and been out of service for longer than I have owned it. I have read the Arizona Lemon Law and this vehicle falls under those guidelines on multiple items. The dealer has not been accommodating or made any attempt to correct this situation. Matter of fact several employees who made any promises are conveniently no longer with the company. We have been lied to on multiple accounts. I am seeking a 100% refund, plus refund of payments made on vehicle while in service and the return or payment for the new tires I had to put on the vehicle within weeks of buying it. This vehicle is compromised and I do not feel safe to put my family in this vehicle again. I have contacted the dealer and offered them the opportunity to rectify the situation, otherwise I will retain legal counsel. So far they have not been cooperative and sold my family an unsafe vehicle should not have been sold from a dealer as a reconditioned vehicle. They put my family in danger and we have suffered financial losses.

  

  Business Response

  Date: 11/16/2023

  This matter has been resolved to the full satisfaction of *****************  The repairs to ******************** vehicle were finally completed and then during a test drive of the vehicle, it was struck by another driver who failed to yield the right of way. The subsequent repairs were completed as of November 15, 2023 and **************** was able to inspect and pick up his vehicle today. He was satisfied with all of the repairs to the vehicle. Further, as an accommodation, Certified Benz & Beemer (CBB) agreed to fully reimburse **************** for the replacement of the two tires that he claimed had dry rot damage. CBB did apologize to **************** for the lack of communication he had with our ****************** and for the delays associated with the repair of his vehicle.  **************** said that he was satisfied with the actions taken by CBB. 
  

• Initial Complaint

  Date:10/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Sold me an $80,000 car with bad brakes. Make sure to get whatever youre looking at inspected by an independent mechanic before buying from these guys.

  

  Business Response

  Date: 10/17/2023

  Upon recieving this Complaint, Certified Benz & Beemer's General Manager personally reached out to the customer and discussed the issues he raised.  Certified Benz & Beemer subsequently addressed those issues and the customer is fully satisfied.

   

  Customer Answer

  Date: 11/14/2023

  Would like the business to pay for the rotors and the brake pads that need to be replaced which they lied about and said they did not. Sold me an $80,000 car with bad brakes. Make sure to get whatever youre looking at inspected by an independent mechanic before buying from these guys. Told the ** and head mechanic my breaks were squealing non stop since purchase and they said they would take care of it for me to ensure good business. They looked at it and insured me that "I dont understand high performance breaks" and that "all I need to do is bed the breaks in and that they will be fine". Well I did this and the problem only got worse. I went against my mechanics recommendation of getting new pads and rotors within the first 30 days of purchase and listened to these guys. Guess what, not even 60 days into the purchase of the vehicle and I already have to pay over $4,000 to replace the rotors and pads after these professionals deceived me. Cheap and not trustworthy individuals. Do your diligence before buying from these guys. Do not recommend doing business w manipulators or liars. To be honest I wouldn't even put it past them to have never had put the clear coat protectant on the car paint like they said they did. They include the paint protectant and tent charge on all the cars and I doubt they even do that after I heard that they just throw the cars on the lot the second they get them so they can sell faster from my sales rep I was working with.
  

  
  

  

  Business Response

  Date: 11/16/2023

  During the inspection of ******************** high-performance vehicle prior to sale, there was at least 6mm of pad (60%)left on the brakes. At the time of purchase, the vehicle had almost ****** miles on it. When he brought the vehicle back to CBB a month later (with an additional 3,000 miles on the vehicle), he complained that the brakes were squeaking. CBB's shop ******* put the vehicle on a lift and carefully reviewed the squeaking issue with ****************. **************** was allowed to see the then current condition of brakes and rotors which still had at least 5 mm brake pad left and the rotors did not have any abnormalities. Yet, **************** now claims that he was deceived and requests reimbursement of $4,000 to replace the brakes/rotors. CBB's ******* inquired of the company in ********** that **************** sought to have the brake repair performed. In response, they mentioned that the vehicle was brought to them due to noisy brakes and pulsation. They indicated that the sensors were up against the rotors which would indicate around 4 mm of remaining pad. He inquired to find out what the current mileage was on the vehicle and was not provided that info. He requested if they could send CBB a video of their inspection of the brakes but they indicated that they do not do videos for customers. In light of the above, CBB contends that there have been substantial miles driven on the vehicle in a short time post-purchase and that the brakes and rotors where fine as of the last inspection one month prior. That is why CBB respectfully declined to pay for the brake repair. At that time, **************** requested that CBB provide him with a video showing the brake measurements from our pre-sale inspection which CBB has done **************** can see for himself. 

  Customer Answer

  Date: 11/20/2023

  Pretty sad the owner of the dealership cant stand behind his product. Needing new breaks within the first ***** days of purchase and saying they had 60% life left is ridiculous considering I work from home and don't drive the car. These Pads are supposed to last *****k miles. What's 60% of that ...18k-42k miles. **** fun dealing with the ******* Attorney General (*******************), the Consumer Financial *****************, and the ************************ all to save a few dollars..... going to end up costing this company a lot more in fines than to just admit their wrong and fix the problem. @ ***************************

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was a customer of benz and ********************** I was sold a vehicle that didn't work and I want to remove the issue the first day of test drive when the car was delivered to my hm the car no longer worked and many mechanical issues the company refused to address my problems and also more incorrect Measures to make sure I was safe I was to return the vehicle even though it had broken down I replied the car is not safe for transport I would also like my credit restored the car wasnot the color that was offered it was bronz not silver the car was also had prior damaged to the rear

  

  Business Response

  Date: 08/29/2023

  The essence of ************** complaint is difficult to comprehend. He believes that he had a warranty of some kind.and now has some issues with his vehicle that he expects CBB to cover all, or part,of. On April 1, 2023, ************** purchased a thirteen-year-old vehicle (a 2011 Jaguar XF) with over ****** miles (the Vehicle). At the time of purchase, he was provided notice that it was a non-certified vehicle due to the age of the vehicle. As a non-certified vehicle, the vehicle does go thru a safety check and comes with an extremely limited power train warranty of 15 days/500 miles, whichever comes first.  The non-certified vehicles, however, are aggressively priced in comparison to CBB's certified vehicles which go thru a more extensive inspection process and come with a longer warranty period. ************* was offered to purchase an extended vehicle service contract for the Vehicle but declined to do so. In early May, 2023, ************** contacted CBB and complained about the cracking on his dashboard as well as the lousy gas mileage the Vehicle was getting. He was encouraged to bring the Vehicle in to CBB to be checked but refused to do so. It was not until June 20, 2023, that the customer brought the Vehicle back to CBB. ************** stated that he had issues with the following: Replacement of the Cooling system expansion tank, Drivers Door Lock with activator, Passenger Door Window, regulator and motor, and back-up camera. ************** met with CBBs Shop ******* and was provided an estimate of what it would cost to repair. It should be noted that each of the above items that needed repair are well outside of the limited warranty of 15 days/500 miles. **** all that being said, CBB has done nothing wrong in this matter. ************** purchased a 12 year old vehicle and all of the repairs that are needed are not covered under any warranty.
  

• Initial Complaint

  Date:07/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 went to CBB used car Location of Of ******** on Sat june 24 2023. We Were Looking to trade in two (2) vehicles towards one (1) of theirs they had for sale. We were told by both sales and finance that the trade payoffs would be sent to payoff current loans by that Following Thursday the 29th or Friday the 30th at the latest. As of today and 4 unanswered emails and texts the loans are still unpaid at the prior banks. This has now triggered a late Payment **** on both my credit and my Wifes credit for each trade. We Want the payoffs Sent and the late payments removed From Our credit reports. We Would also like someone from CBB to actually respond. We are Also due a credit for the *** film since the car already had it. We are also due a repair to our front windshield since their lot Tech scratch the interior windshield while Removing their as is stickers.

  

  Business Response

  Date: 07/13/2023

  Upon receiving the Complaint, I personally reached out to **************** to obtain more information and to see if I could resolve the issues he mentioned. I apologized for our representative because he should not have made a promise as to the timing of the payoff because CBB had very limited control of that process. I explained that the payoff of his vehicle was posted to the portal on July 6,2023 and that it generally takes 3 days to process the funds from that date. We also confirmed that ********** received the funds on July 11, 2023 and released the title as of that date. As for the *** film issue, we forwarded a check to the customer for a full refund of those charges. I personally have informed the customer of the above as of this date. Finally, we repair the issue with his windshield as well. **************** informed me that he was happy with the corrective actions that CBB has taken. ***************************, Owner

  Customer Answer

  Date: 07/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me, as long as the remaining open item of resolving late payments with ***** and Ally are resolved. **** the salesman for our vehicle said he was handling this personally..  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  -All payoffs have been received as of this response.

  -PPF film check reimbursement has been received as of this response.

  -Correction to our windshield has been performed as of this response.

   

  All thats left are the late payments, and I believe they will handle this as they had the other open items.

  
  Regards,
  
  *****************************
  
   

  
  

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello People,I will attempt too keep this short, But, if you are considering buying from Certified Benz & Beemer, please read and purchase at your own risk. In 2018 I purchased a 2015 *** X5 50i from CBB. I enjoyed my buying experience. At the time of the paper work, CBB also sold me a ****************** warranty that I thought was very comprehensive . I did not test drive the *** on the freeway and I should have, because on the way home the car exhibited a Whine in the drivetrain, off throttle. Took it back the next day. CBB noted the sound and documented it, as Warrantech offered no help, Fine. Fast forward 5 yrs. & 35 k miles later, sound is still there, but now I have a huge coolant leak under the car Im a M/C mechanic by trade, so I start to investigate the leak, thinking water pump..and removed some items to better see the source of coolant..none located, So out of desperation & lack of funds, I call WarranTech, they tell me Coolant leak ? Your covered, take it to your dealer. I call CBB, speak to ****** in service, I tell him everything in all truthfulness, he states tow it in. I do, $150.00 later. So over the next couple of weeks, their ace tech finds the issue, under the turbos there is a coolant return line that had failed, which is a 10hr. Repair @ $200.00 per hr. ****** calls WarranTech for coverageNO coverage provided, they also find the source of my only oil leak next to it ( turbo oil return lines cover gasket ) that repair is also denied, but my Warrantech brochure states different. Im really upset and decide to go to CBB and pick up the car ****** is mysteriouly gone and after waiting for a couple hrs. I leave, but still I call CBB all that day. ****** does not return my 3 VMs to him, neither does the Svc manager, *****, 4 calls total, none returned. I call again the next day to state Im coming to pick up the car Amazingly , the tech decides to work late the previous night & and the car is repaired now ..WTH..****** states he will attempt to get me coverage assistance for something else, surprisingly, no assistance offered. So, I now have a $3000.00 repair bill. I take my concerns to the top of service **** .. he takes $150.00 off bill..Bottom line 1. Never get a POS WarranTech Svc contract 2. ****** is the biggest liar I have EVER done business with..If your assigned him, choose someone else, a ********. 3. CBB claims to be a Family owned, High End car dealer, But after this experience with CBB, they should rename themselves ***** *** Bobs ********* . Oh, later found out the oil leak could have been repaired at that time for $34.00, since the top of the engine was disassembledGreat job Tyrell .. He couldnt even look me in the eye. Nice cars, but, Beware of this place.

  

  Business Response

  Date: 04/24/2023

  This Complaint comes down to whether the Customer authorized the work to proceed on his vehicle. Certified Benz & Beemer (CBB) contends that it did get authorization from him to proceed with the repair of vehicle. He claims he did not. It is quite possible that the Customer is somewhat confused as there were 2 repairs that were needed- the first one was authorized and the second one was not. When he brought his vehicle to CBB in for repair, the inspection showed that the turbo charger coolant return line and feed line were the main source of the coolant leak. Warrantech denied the repair because those failed components were not listed for coverage. He was informed of Warrantechs denial of coverage and was given an estimate of the repair cost. He authorized the repair of the water pump and the damaged coolant cross-member as well as the turbo return and feedlines that were leaking (the Initial Repair). During the Initial Repair, the Customer was provided a video of an inspection of the vehicle, including the undercarriage. The video showed him that the Initial Repair had already been underway and many of the damaged parts had been removed. The video also showed the parts that were ordered for the Initial Repair and ready to install on the vehicle. After seeing the video, at no time did he contest that the Initial Repair should be halted as not authorized. He was provided with this video to assist with his decision in making the second repair. After removing the parts for the Initial Repair, it was determined that the turbo return line cover was damaged and it was recommended that it be repaired.An estimate was provided to him for that repair but he did not authorize it. CBB did not perform that repair and only completed the Initial Repair. Prior to picking up his vehicle, the Customer met with CBBs Service Manager and spoke highly of both CBB's Shop ******* and the Technician that worked on his vehicle.

• Initial Complaint

  Date:03/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am a friend of someone who did business with this Company and for reasons I will NEVER understand my friend did not file a complaint on this company but this car dealership needs to be held accountable because her marriage and her life fell apart after just one encounter with Benz and Beemer and it goes like this buys a ****** mile beautiful car and the engine goes within like 19 days they first try and hang these people with the car then their service manager calls Audi *** and claims to be their son trying to get Audi to spring for a new Engine.Then threats and ****************** happens they do end up with another car they lost money husband never liked the car they ended up with, just a total nightmare I agree with other people why is the BBB letting this company treat people like he does. My friend never the same. Bad experience stay away from this dealership. I have watched the sight last couple years this company does alot of what I would call shady stuff.

  

  Business Response

  Date: 03/14/2023

  To Whom It May ************************* this Complaint is not from a customer and not from a consumer from *******. It has been made anonymously by **********, who listed a *********** Box somewhere in *******.
  
  We have no idea who *************** is and why she felt she needed to file this BBB Complaint. If one reads the entire complaint it appears that it is from someone who may have a vendetta against Certified Benz & Beemer (CBB)See her comments at the end:I agree with other people why is the BBB letting this company treat people like he does and I have watched the sight last couple years this company does a lot of what I could call shady stuff.
  
  Her issue is with her friends failure to make a complaint.  The reason why is he is apparently a happy customer going back to 2018. The customer she references is ***********************. He purchased a *** from CBB in 2018.  Apparently, he was happy enough with that purchase such that he came back to CBB two (2) years later to purchase the 2016 Audi S8 in October, 2020, with approximately ****** miles on it. It is entirely true that ******************** vehicles engine somehow locked up within the first thirty (30) days and needed to be replaced. CBB stood behind its 90 day/3,000 mile limited power train warranty and replaced the engine for ****************** at a cost of almost $33,000! This cost was paid by CBBnot ******************.  ****************** was not out any money on the repair.
  
  ********* then says that her friend was never the same. Then how can she explain that ****************** has been shopping for another vehicle from CBB over the last few months?  In sum, this Complaint should be removed from BBB as it has no merit and is from a non-consumer from another state.  If you need any further information, then please do not hesitate to contact me. Sincerely, ***************************, Owner

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 1/14 I agreed to purchase a vehicle at the dealership. We agreed to a price. They sent me the contact by email for e signing. I signed the contract (signature took less than 3 mins). When I printed the contract at home, I found out that the dealer had me sign a blank contract, when I called to discuss they produced another contract with my signatures but was populated with amounts, fees and charges that I never agreed to. The padded their sales price by almost $5000. When I called to complain they told me I should have paid better attention to the documents I signed. When I threatened to go to the news media, they finally agreed to return the car and issue a refund for my $10,000 that I paid as a down payment. They gave me a note stating the car has been returned and that they owe me $10000 that will be sent to me in the form of a check. To date (5 days later) the check has not been issued and they are not returning my emails.

  

  Business Response

  Date: 01/31/2023

  The person filing this complaint (**************) was not the actual buyer (Customer). From the outset, ************** wanted to negotiate the price of the vehicle and was informed that we do not negotiate the price as we are a one price store. Instead, he has focused his complaint that CBB agreed to waive the sales tax, license fees, etc which CBB most certainly did not do as that would be contrary to the law. The Customer was clearly presented all of the numbers prior to consummating the sale transaction and signing all of the paperwork. There is a difference of opinion as to whether there was a blank contract, as ************** claims, since CBBs computer system automatically populates the numbers into the contract form. Although it did not have to do so, CBB did agree to have the transaction rescinded even prior to ************** making any threats. The vehicle was returned to CBB during the evening of January 19th.  CBBs *************** Manager who would issue refund checks was out of the office until Tuesday January 24. There was an issue as to whom the check should be written to because the name of the customer was ********************* but it was ************** who was making the request. CBB was able to clarify this the next day and issued the refund check that day (Wednesday January 25). The check was not sent via regular mail, but was forwarded via Fed-Ex. CBB attempted to reach the Customer but she was not available to inform her of the status. CBB then spoke to ************** that afternoon and was provided with the Fed-Ex tracking number. It should be noted that **************, not the Customer, still elected to file the instant Review on the same date (January 25, 2023).
  
  

  Customer Answer

  Date: 01/31/2023

  The sellers continue to lie.

  I bought the car for my wife (*********************). They know exactly who I am. I have submitted a page (I have the full contract) of the blank contract they they cheated my wife into signing. Not sure what is debatable Bout the blank contract that I was cheated into signing and the was defraud by adding to the agreed upon price ** padding the fees and selling me options I clearly declined. This dealership practices arr unethical. They need to apologize and promise to stop their deceptive practices as well as compensate me as well as any other impacted customers. At the very least this complaint should remain open and published to warn others.

  

  Business Response

  Date: 02/08/2023

  We can agree to disagree with the position taken by **************. It is strange that he would have the understanding that CBB would agree to waive the state taxes and license fees per his request in order to sell him the vehicle.That said, some how he believes that is what happened and so apparently our communication with him was not as clear as it needed to be. Nevertheless, when he later raised his issues to CBB, we agreed to rescind the transaction and returned their money to them. ************** may believe that CBBs methods are unethical (which we vehemently disagree), CBB proudly stands behind its reputation as a fully transparent dealership that has won national and state awards for customer satisfaction going back to 2012 as reflected by the over ****** positive reviews on various social media.   

  Customer Answer

  Date: 02/08/2023

  CBB continues to lie to avoid accepting responsibility. We are good citizens and we pay our taxes. We NEVER asked not to pay taxes. We were told the price quoted/greed on included the taxes and all other fees. After we signed the documents, CBB changed the signed docs (after having us sign blank docs) to add taxes and fees the the price that we agreed already included the taxes and fees. If CBB does not see that is not unethical and deceptive practice, no wonder they do not feel remorse for what they did.