ComplaintsforChapman Mercedes Benz

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I believe i was defrauded of a sale price. I was charged an extra 3,000 dollars, i have a 10k dollar down payment.

  Business response

  03/05/2024

  Ashley Jorgensen purchased a preowned 2020 Toyota Corolla from Mercedes-Benz of Tucson on 8/11/2023. The selling price was $20,297.00 + tax, title, license and doc fees.
  Ashley also opted for a 7yr/100k mile extended warranty for the cost of $3000.00.  
  I contacted Ashley on 3/1/2024 to discuss the complaint she filed with the BBB and she informed me that she was advised to do so by the AZ DMV.
  Additionally, I asked Ashley if she had communicated her concern with anyone at Mercedes-Benz of Tucson prior to her complaint to the BBB and she indicated that she had not but would contact the BBB and withdraw her complaint.
  She requested a cancellation of her extended warranty and we agreed to cancel the warranty. We also informed Ashley that because her vehicle had lien that the extended warranty refund proceeds would be sent to the lienholder and she was fine with that.  

  John Hornbeck-GM

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company involved: Merceds Benz of Tucson It is a long story, but I will make it short. We brought in our ML350 to the dealership because it would not start. I knew that it would be an expensive repair but I decided to go with Mercedes because I trusted them and they should know their own vehicles. The Lucky, the service agent, called us and said it needed a new battery. After replacing the battery we went to pick the vehicle and it did not start. The car has been in the shop for over a year, and they basically could not find out what was wrong with it. After replacing several parts, it looks like the issue has been resolved. To me it looked like they did not really know the issue and were just replacing parts. We went to pick up the vehicle after being in the shop for over a year. When we got there they made us sign the paper work. When they pulled the car around, the Lucky said not to turn off the car because it might not turn back on. This sounded worrysome to me, since the car was supposed to be fixed. So did that mean that if I take it home, it might not start the following day? Since the vehicle had been with the dealership for so long we decided just to take it home. When we got in the car we noticed that the steering wheel lock was broken. Lucky nervously stated "the car was like that since it got here". I Have proof that it was never like that. Initially the car was there to get the battery replaced . We were never told that that the steering wheel lock was broken. Before coming to pick up the vehicle we were told that the tech took it for a test drive and that is was ready. The tech did not notice the broken wheel lock? It is kind of hard to miss since the steering wheel goes up and down. We refused to pay (1,350 dlls) and bring the car home because it was unsafe. Mr. Aaron Perrine, the service manager, has already informed me that they will not pay for the repair. Very disappointed in the company, will never buy Mercedes again!

  Business response

  03/04/2024

  Ricardo Mancini & Alexandra Esavivel
  Vehicle: 2006 ML320
  VIN: 4JGBB86E96A098688
  Mileage: 255,347
  
  The above referenced vehicle was towed into our dealership on 4/28/23 for a “no start” problem. Our certified Mercedes-Benz technician initially determined that an incorrect key was supplied for the vehicle.  Upon receiving correct key, we were able to “jump start” the vehicle.  We then determined the vehicle had a faulty battery.  After replacing the battery and conducting a battery draw test, we determined the vehicle had a major battery draw caused by a faulty radio. The car once again would not start, even with known good battery.  We again diagnosed the problem and determined that the ignition switch was faulty and needed to be replaced. 
  It was at this point that the clients met with our Service Manager 8/23/23 to determine the best course of action. Our service manager, Aaron Perrine discussed in detail the mechanical issues with the ML320 and the $2054.47 estimated cost of the repair. The clients decided at that meeting to replace the ignition switch. In an effort to help the clients get their vehicle back and as a gesture of goodwill, Mercedes-Benz of Tucson agreed to waive some of the labor costs of the initial repair estimate bringing the total now due for repairs to $1354.47.     
  It should be noted that Mercedes-Benz of Tucson loaned the clients a vehicle to use while we diagnosed and repaired their 2006 Mercedes-Benz ML320 that had 255,347 miles. The clients had the loaner vehicle for 169 days.
  The agreed to repairs have been[JH1]  completed and have been completed since November 2023.
  
  Signed,
  John Hornbeck
  General Manager
  
  

• Initial Complaint

  06/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last Sept. 13th, 2021 I paid a deposit on a used vehicle. The sales person took my debit card over the phone for $1,000.00. A few days later, I believe on the 16th, I called the salesperson to let them know I was no longer interested in the vehicle. I did not hear anything back for quite some time, so I called again and found out that the salesperson was no longer working for them. I have talked to several different people and even left messages and received no returned calls. Each time I talk to someone or leave a message and I explain why I am calling so there are several people over this last 8 months that know why I am calling. Just this last week I called and left a voice mail to **** ******** who I believe to be the head of Mercedes Benz of Tucson through local advertisement. Since even he is not responding I felt this complaint is well warranted. To further explain, I am also a local businessman in Tucson and have owned many different types of business's, one of which was a used car lot. I don't think I ever held a persons deposit money if they changed there minds on a vehicle. I am also an owner of a real estate company for over 40 years and handle many types of deposits and never can a deposit be held and or forfeited unless there is a specific breach of contract that was stated in writing. This is not to imply that Mercedes of Tucson is saying that the deposit was and is not refundable, no one, from the original sales person to anyone I have talked with ever said that.

  Business response

  06/21/2022

  Mr. ******** gave us a $1000 non-refundable deposit to hold a highly sought after Mercedes-Benz GT roadster. He stated at the time that the vehicle was to be a wedding gift to his bride on the following Saturday September 18th. Given our inventory shortages in both new and preowned vehicles, Mr. ******** was fully aware that if he did not purchase said vehicle that his $1000 deposit would non-refundable.
  The salesperson that Mr. ******** is referring to is also his niece who left our employ in November 2021. It was only after she left did Mr. ******** inquire with numerous staff members a request for the refund of his deposit. He is fully aware that the deposit is non-refundable.

  Customer response

  06/30/2022

  The sales person was ******** ******* who is a friends daughter, not a relative, as that would make a difference.  As far as when I started asking for a refund, I made attempts by leaving messages on ********'s cell phone which were never returned.  When I finally gave up and called the dealership directly they informed me that she was no longer an employee.  That is when I talked to the billing dept. and explained why I was calling each time and they would then just take a message.  After a couple or more of those calls I would specifically ask to be transferred and would again leave specific messages, again with no response.  Each time I was very patient in waiting for a response and not to mention I am a very busy person myself.  I then left a message for the person on the main recording and advertising, Mr. John Horning, who also ignored my message which was again very specific.  That is when I decided to go ahead with the Better Business bureau knowing at least I could get a response.  I do not except this response for several reasons.  First they could have returned my calls and been further along in a resolve months ago.  Also then my further questions could of been answered directly to me, as to where is there notice that the deposit was non-refundable.  Also if such a "policy" is in effect, I was never told and obviously that said, never signed anything that would tell me that.  Again as I have mentioned I have past experience in the car business, owning my own used car business in the 80's into the 90's and never held a deposit.  I'm sure there is a legal issue here that I would rather avoid and hopeful the extension of such an issue along with the public knowledge of such a case would not be worth either parties time and expense but I am will if they are.  maybe Mercedes just needs to look further into the records they have in hand.  The fact that ******** ****** is my niece tells me they have yet to do that and they just hope I go away.  

  Sincerely,

   

  Adrian ********

  Business response

  07/05/2022

  **** ******** - GM will call Adrian ********.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was taken by Mercedes Benz of Tucson for over $19,000.00 because of them using contaminated oil in an Engine Replacement. The Dispute to who is at fault for my Engine failure Between LKQ and Mercedes Benz of Tucson has cost me dearly with each company blaming the other. I'm attaching my AZ Attorney General's Complaint with detailed timeline and account of the events.

  Business response

  02/04/2022

  Mr. ****** ******** has sought legal counsel. Please see the attached letters.

  Business response

  03/14/2022

  We are currently in communication with Mr. ****** ********'s attorney.

  Customer response

  07/08/2022

  This should have been resolved months ago, MB of Tucson ruined 2 Engines in my Mercedes GL350, LKQ supposedly has supporting documentation, I have to file a law suit to obtain the forensic evidence.

  MB of Tucson can easily make me whole for my losses incurred, or replace my 2012 GL350.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealer and sales person **** ****** took a non-refundable deposit of $4,000 for nearly 3 & 1/2 months for two GLS 450's that I ordered. They made me sign a contract confirming it was non-refundable. I was told that the vehicles were 100% mine on arrival. This morning they write me an email to inform me that they are canceling the agreement and advising that they are instead going to sell my vehicles to other local clients, whom did not deposit, and who have not been dealing with them for four months. No where in the process did they tell me that my obligations to them were definite but that they could use my deposit and order to then sell vehicles out of convenience to sell them to other clients, with whom they either have a better relationship or whom are paying markups on MSRP.

  Business response

  12/20/2021

  We have refunded all of the deposit monies we've received.

*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. ↩