ComplaintsforMercedes Benz of Ontario

• Initial Complaint

  06/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Fri. 5-30-24, I purchased a Certified Pre-owned Mercedes 2021 *** 350 from MB of Ontario at a total cost $55,146.00. As part of the purchase agreement, I traded in my 2021 Acura RDX for $27,000. On Sat, 6-1-24 one day after purchase, I spoke with the dealership about concerns with the vehicle & requested a contract cancellation. I believe that the **************** employees made false ******************************* during the sales process & contract signing. Specifically, in regard to the ***'s designation as a Certified Pre-owned ************* promise that the car was compliant & had received all of its recommended maintenance care. Upon reviewing the hard copy of the CarFax report shared orally & misrepresented during the sales process. I made discoveries. The statement that the car had received all scheduled maintenance was a false misrepresentation. Recommended maintenance should be performed once each year or every ****** miles, whichever comes first. Per the CarFax report the last scheduled maintenance on the car was performed over a year ago on 4/20/23. Indicating the car should've received maintenance care by 4/20/24. There's no record that this occurred. There's no record of the car being offered for sale as a MB Certified Pre-owned vehicle nor of the leased vehicle's return date. No evidence of a Pre-delivery inspection being performed to ensure the car met the criteria to be designated as a Mercedes-Benz Certified Pre-owned vehicle. Per CarFax, an authorized dealer has not serviced the car since May 20, 2023, over a year ago. The last service was on 6/12/23 by Big Brand Tires. I would not have agreed to the terms/conditions of the sales contract if any of this was divulged. Most importantly, I would not have traded my Acura RDX as part of this fraudulent purchase agreement. The dealership offered to allow me to trade in the *** 350 at its depreciated value, at a personal loss of $3,977.90 to cover taxes, doc, and DMV fees from the original contract.

  Business response

  06/04/2024

  To Whom It May ************************** you for the opportunity to respond to this customers complaints. ********************** denies that its employees made any false statements or misrepresentations to this customer regarding the vehicle in question.  Indeed, all of the scheduled maintenance regarding the vehicle was up to date on the date of the purchase.  Moreover, the vehicle was inspected and refurbished prior to being offered for sale.  Based upon a number of factors including but not limited to mileage, model year and condition, the dealership determined that the vehicle qualified to be offered for sale a Certified Pre-Owned (***) vehicle and was sold as such. Prior to signing the sales contact, the customer not only was shown the *** checklist report but also, she was shown the then current CarFax report. The customer had an opportunity to review both documents before she signed the contract.  In fact, she signed the *** checklist and the CarFax reports before she was ever asked to sign the contract. 
  
  While there is no cooling off period following a vehicle purchase,in recognition of the fact that this customer was unhappy with her ******************************* offered to unwind the deal.  However, certain state fees and taxes are not refundable as they are incurred at the moment of the sale.  The dealership did not offer a depreciated value as the customer asserts but rather the dealership did not believe that it should lose money by absorbing these fees and costs because the customer changed her mind,so it requested that she pay them in order to unwind the deal.     

  Regards,

  Mercedes-Benz of Ontario Management

  Customer response

  06/08/2024

   I am rejecting this response because:
  
  I dont agree with the assertations made in the response from MB of Ontario and believe that they perpetuate the mistruths and misrepresentations I outlined in my original complaint.I have attached documentation that I believe support my statements and disproves the statements of the dealership. In regard to the *** checklist report, I stand by my statement that this document was not shared with me at the time of purchase. The response from MB of Ontario asserts that the *** checklist was shared and signed by me prior to the contract signing. This is a false statement.I informed 2 different MB representatives on two separate occasions that the checklist had not been shared with me or signed during the purchase process.   One of the communications was during a text message conversation with *** my sales rep (see attached).  The other was with his manager **** during an in-person meeting on June 3, 2024. During the meeting, **** informed me that the document was no longer required to be shared and thus wasnt shared with me at the time of purchase. I am not sure if his statement is true or false. However, it does contradict the verbiage written on the checklist. The directions require that the checklist be reviewed, signed by all necessary parties including myself, a copy placed on file at the dealership, and the original sent home with me. The document appears to have been placed in my documentation folder without me being privy to it.  The copy that I found is lacking my signature and is the original form as it has wet signatures from all other parties.  (See attached ***). Another untruth/false statement comes in the assertion in the response that the dealership did not request/require that I accept the depreciated value of the car in order to unwind the contract. This is evidenced in a text correspondence with my sales **** *** (see attached). Regarding the vehicles maintenance being complete and up to date. This is statement is not supported by the most recent Carfax report shared with me during the prementioned meeting with management. The Carfax report does not indicate that the *** 350 received its last recommended maintenance care prior to being sold. This service shouldve been performed 5/11/24 when the predelivery inspection was completed but is not documented as being performed (see attached). I have attached an example of how I believe the recommended maintenance service should have been recorded using another Carfax report. The most concerning revelation gained from the updated CarFax report to me was the fact that previous lease owner was allowed to take possession of the vehicle and drive it for an additional 3 days, after ALL certifications and inspections had been completed. Upon the cars return to the dealership (specific mileage at return is not specified), on 5/14/24, the dealership failed to perform any subsequent reinspection to make sure that the car still met the criteria to be sold as a MB Certified Pre-owned vehicle. I do not believe that my sale was handled appropriately.  There have been so many falsehood along the way that I have lost confidence with the ***'s certification (as I have several mechanical concerns with this vehicle) as well as my trust for this dealership.
  

  Business response

  06/12/2024

  To whom it may concern, 

  Thank you again for the opportunity to respond to this customers complaints.  ********************** (MBO) stands by its prior response to this customers complaints.  While no text messages or CPO report were visible as indicated in the customers response provided to us, MBOs management has interviewed the sales associate involved in this transaction as well as the sales manager that the customer mentioned.  Moreover, MBOs management has reviewed its business records regarding this vehicle and its sale in an effort to confirm that all of the documents presented to the customer at the time of sale are, in fact,maintained in its files and are signed by her as necessary. Indeed, the file does reflect that these signed documents exist and continue to be maintained by the dealership in its regular course of business. MBOs deal file contains copies of both the signed CarFax presented to the customer on the date of the sale as well as the signed CPO inspection report also signed by the customer on the date of sale.  Further, the repair invoice reflecting the refurbishment of the vehicle, which was completed prior to it being offered for sale, reflects that all maintenance required was completed. As CarFax is a company which is not owned or controlled by MBO, the dealership cannot control the information disclosed by it.  Indeed, as a part of every pre-owned vehicle deal, MBO discloses to its customers that CarFax, as well as other third-party reporting companies, may not have the most up-to-date information regarding the vehicle in question. Consistent with MBOs practice, the deal file regarding this sale of this vehicle contains such a document signed by this customer.  MBO denies that it has made any misrepresentation to this customer at any time.
  

  Thank you,

  Mercedes-Benz of Ontario Management

• Initial Complaint

  04/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 3, 2024 I purchased a used 2015 Corvette from *************************** Ontario. I test drove the vehicle briefly. I purchased the vehicle shortly thereafter. I paid $38,000 plus taxes and tags for the car. During the sales conversations the salesperson falsely indicated to me that the Carfax buyback guarantee would cover any undisclosed damage. This of course is incorrect. The Carfax buyback guarantee covers only undisclosed branded titles. I purchased the car as-is, only opting for a wheels/tires/windshields/keys warranty. I did not elect to get a drivetrain warranty at least in part because of the belief that any undisclosed damage would be covered by the Carfax buy back warranty.Two and a half weeks later the car broke down. It was diagnosed with massive engine damage from long-term oil starvation. The mechanic at the ***** dealer servicing it said the damage was long term. He said he saw metal in the oil when he drained the oil to diagnose the engine issue. This should have been seen by *************************** mechanics when they serviced the car a month prior when they purchased it. A Corvette expert looking at pictures of the damage also said it was long-term engine damage that was pre-existing when I purchased the car. The car requires an entirely new engine. The total cost of repairs is roughly $24,000. I contacted *************************** about this problem. They did not offer to remunerate me in any way. They did not offer to fix the car at cost, or at all. Their offer was, and I quote, to "give me what they can in trade" (no amount set forth, presumably substantially less than I owe on the car) and to sell me another car at cost, putting me further out of money to them.*************************** either knew or should have known about the damage when they got the car. Any mechanic worth their salt would have seen metal in the oil when they changed it in February (which the Carfax and their service records indicate they did).

  Business response

  04/29/2024

  To Whom It May Concern: 

  Mercedes Benz of Ontario (referred to by this customer as *************************** ******************* is primarily a Mercedes Benz dealership; however, from time to time, Mercedes Benz of Ontario will sell a used (pre-owned) non-Mercedes Benz branded vehicle. Prior to completing this sale, the customer was advised that the vehicle he intended to purchase had three prior owners before it was offered for sale by the dealership. While the CarFax report was provided to the customer prior to the execution of the contract, the dealership personnel who were involved in this transaction,and who have been interviewed by the dealerships management prior to the submittal of this reply, deny making any representations that the CarFax buy-back guarantee covers mechanical issues.  Indeed, the dealership provided the customer with a disclosure regarding the accuracy of third-party reporting, such as CarFax, including the possibility that it might contain errors or not be completely up to date, and also offered to sell him a Contract Cancellation Option Agreement.  Moreover, he was advised that the manufacturers new vehicle warranty had expired as the vehicle had over ****** miles on its odometer at the time of sale and he was also offered an opportunity to purchase an extended warranty which would have covered engine issues. He declined to buy the contract cancellation or the extended warranty.
  As for the inspection of this vehicle for sale, the dealership completed an oil change which did not reveal metal shavings in the engine oil. Had there been metal shavings observed in the engine oil, the vehicle would not have been offered for sale. Moreover, the customer reported to ********************** that, after he began to experience issues with the vehicle losing power, he took the vehicle to a Chevrolet dealership. According to the customers statements to Mercedes Benz of Ontario, the first Chevrolet conducted diagnostic testing, but it failed to diagnosis the alleged longstanding engine issues. It was only after the vehicle died shortly after this first visit to a Chevrolet dealership did the customer eventually receive the diagnosis regarding the alleged long standing engine issues. 
  

  Regards,

  Mercedes-Benz of Ontario Management

  Customer response

  04/29/2024

   I am rejecting this response because:
  
  The salesperson without question told me the carfax buyback guarantee covered any undisclosed damage. Mercedes Benz of Ontario is not being forthright. I do not believe they are operating in good faith at this point. 
  

  I also do not believe they know whether there was metal in the oil during their service of the car. The records indicate they changed the oil but nothing else. If Mercedes Benz of Ontario is further intimating that ****** Chevrolet, who misdiagnosed the problem, caused the engine issues, I find that as well extremely difficult to believe. ****** had the car for a day and a half and the car made it 15 miles off of ******* lot before breaking down again. 
  

  The Corvette expert I consulted indicated that the damage to the engine was long term and that it would not have been possible for me to have caused the damage in the time that I had the car.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought the car from two month ago and I noticed the ** not cooling enough. I did call the dealer and requested the sales person to call me , they said will leave a message for him and he will call you back , and that happened twice. Until now he didnt call me. I did tell the person who answered the phone about my situation and she told me will let the manager know. I have been waiting very patiently but no o e respond to my complaint until now.

  Business response

  04/29/2024

  To Whom It May ***************************** there appears to have been some issues scheduling a service appointment, we are pleased to have to opportunity to welcome this customer back to the dealership as the vehicle is currently in our service department.  We are awaiting parts from the manufacturer in order to address the issues this customer has raised, and we look forward to a complete resolution of this matter shortly. 

  Regards,

  Mercedes-Benz of Ontario Management

  Customer response

  05/03/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sales person ***************************** said when purchased vehicle that new tire will be put on and recondition wheels, and wasn't true. No updates and i had to text him including the second key that was going to be provided to me. I have all text messages proving that ignore. After he got the key and I was not able to bet there he has not follow up with the rest that he said he will.

  Business response

  04/04/2024

  Thank you for the opportunity to respond to this customers complaints. The customer purchased the vehicle at-issue on 12/16/2023.  At that time, the vehicle had 4 new tires as they had been replaced prior to the vehicle being offered for sale by the dealership.  During the sales negotiations, when the customer directed the sales associates attention to some imperfections he had noticed with the wheels, the dealership agreed to touch-up/refurbish the rims, as necessary, if the customer was willing to purchase the vehicle. Although the blemishes were addressed shortly after the purchase, the customer raised the issue again.  So, at a scheduled appointment on 3/15/24, the dealership again addressed and corrected this issue. 
  
   
  
  As for the key, unfortunately, the second key for the vehicle was unavailable at the time of the sale. The customer was advised prior to the sale that a second key needed to be ordered and it was.  As the customer has indicated in his complaint, he was advised when the dealership received the second key.
  
  
  
  Sincere regards,
  
  
  
  Mercedes-Benz of Ontario Management

  Customer response

  04/05/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Mercedes Benz vehicle at this dealership back in April 2023. The car was bought back by Mercedes Benz of *** due to Lemon Law buyback. I am awaiting a refund of a GAP product that was purchased through this dealership. When I returned the vehicle I went to the finance office so they could process my refund for the additional GAP product. The Finance eManager stated that she would process it and I should see a refund check in about ***** business days. The wind of days has passed so I check in with the ********************* The stated they never received any paperwork to process the refund. They went ahead and process dit for me however the refund will need to be issued by the dealership. I called the dealership and sure enough they said nothing was processed and they are processing it now. I am still awaiting that refund and calls to this dealership never get returned to me. This dealership is shady and unprofessional.

  Business response

  10/19/2023

  Good morning,

  I will look into the matter personally to find out why the product cancellation was not canceled and expedite the refund.  I apologize for the lack of follow up and will be addressing the issue.  Can I please get the name of the manager the customer was reaching out to?  The customer can also call me directly.

  Best regards,

  *******************

  *************

• Initial Complaint

  09/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Deceptive sales practices occurred from an electric car lease of the *** 250 model. Sales person, was deceptive in describing the frequency of service the car needs, was quoted every 2 years, truth is every ****** miles. Sales person was dishonest about charge time for car quoting 30 minutes. Failed to mention downloading speeds vary and are also very limited. Lastly my trade in cars registration was due, sales person said we can add it to my monthly payment, dealership attempted to bill me almost double and said its interest.

  Business response

  10/06/2023

   To whom it may concern,
  The customers concern with the electric vehicle is related to the charging time and level or capacity the battery is charged.An overview was provided at the time of purchase to the customer along with the recommendations and best practices regarding the operation of the electric vehicle purchased. We have remained committed with continued communication and assistance with the customer, and have requested that the vehicle come so an inspection could be performed in order to confirm the issue with the vehicle. This would involve the use our fast charger in hopes that we could identify if the charging concern is an Electrify America issue or the new vehicle itself. This request was declined by the customer. The customer has additionally requested to return the electric vehicle in exchange for the his original trade. In order to move foward to facilitate the request, we would still need the vehicle in question to return to the dealership to determine if there is an issue before any vehicle negotiations could discussed. Customer has declined.At this time our management team is continuing their efforts to work with the customer in hopes we can provide a reasonable resolution. Please let us know if there are any additional questions.
  Regards,
  ********************************* | Reputation & ******************************************************* Group
  ************
  
  

  Customer response

  10/12/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  05/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/26/2023 I visited the dealership for a car wash as I have many times before. Upon completion of the car wash, there was damage to the driver side roof of my vehicle. This vehicle, a C300 Mercedes, I purchased from their location (******** *****) in Newport Beach year 2021. After pointing out the damage, I was informed that the damage is the result of an "Aftermarket" part on my vehicle and that they would not be held responsible. The manager proceeded to give me a $450.-$500. quote to get it repaired myself. At the time of purchase, I recall asking, and the salesman informing me that no "Aftermarket" parts were installed on my vehicle and that I had peace of mind with ******** *****. This was my 2nd purchase from this location. Now, the Mercedes Benz of Ontario had previously done a repair on my same C300 due to car wash damage. As before, my car was in pristine condition (except dirty) when I took it in for a car wash. I am asking that Mercedes Benz of Ontario repair the damage to my car as their car wash was the direct result of the damage to my vehicle. ******** ***** of Newport Beach's Manager agrees.

  Business response

  06/01/2023

  To whom it may concern,

  Our team at Mercedes-Benz of Ontario has had the opportunity to invite ****** ****** back to our dealership and worked together towards a positive resolution.  The Guest Relations Manager did personally attend to the guest to ensure all needs were met, and our service department did replace the mentioned panel at no cost to the customer. 

  Ms.****** left happy with the gesture provided and the efforts put forth should conclude the matter.

  Regards,

   ********* ******* 

  Reputation & Brand Manager
  ******** ***** Management Group
  ###-###-####
  

  Customer response

  06/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am very happy with the outcome of this matter. I would be happy to continue doing business with Mercedes Benz of Ontario.

• Initial Complaint

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  SERVICE DEPARTMENT 5/5 === 430PM Returned loaner Benz C300 Service rep inspected Car , found no issue I then proceeded to my Service manager to pay for the $2.092 on my 2021 AMG C63 Coupe 455pm ==== My Vehicle was rolled out for pick up 5pm ==== Service rep informs me there is a $30 rock chip in the front . now he had alrady inspected the C300 what transpired next was , short of racial discrimatipon and blantent thft of my car keys and lies as well sericie while black . this is 2023 , no african amertica should be under the type of treatment and or profiling and lies . 515PM ==== I ask great were are my car keys , 30 min has passed and i was informed my keys "key word" my keys to my 100K sports car would not be returned and are held for ransom until I complete and insurance claim. if I was white i would have my keys , and still go through the process. However F******* J**** can take my $2000 , yet not return my keys because i am Black is just dirty , nasty , the dealership reeks of racial profiling. 1 hour past my keys have yet to be returned > this is theft and ransom 2 hours past my key have yet to re rerurtned while they sort out the insunracne clain in the end there was no , my keys were not returned until I paid $124 for a part i never seen In not shape or fashion , should a dealership hold ones keys for ransom because the color of there skin. money is good , however my word isn't . Key > "My money is good , however my word isn't " << profiling if i was White , Asian or Indian this would not have happened I will be contacting the local news , Yelp , IG , Tik TOK with what took place at this dealership they’re in possession of someone else’s property here. Assuming that you’re desiring to leave the dealership, not in their property, they have no legal right to hold onto your my keys . That is theft of a vehicle and extortion at every level

  Business response

  05/07/2023

  To Whom This May Concern:

  Good morning and I wanted to respond that I received Mr. A****** concern regarding his recent visit.  Our team has a standard process that they follow in regards to the return of our courtesy vehicles including when damage is noted.  I would like to review and look into the details of what occurred.  We strive to deliver an exceptional guest experience and how we made Mr. Andre feel is not our intentions.

   

  Best regards,

  T** M*****

  General Manager 

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WE PURCHASED A 2013 C250 MERCEDES FROM WALTERS MERCEDES AUTO SALES & SERVICE, INC IN RIVERSIDE, CA ON 7-13-14. THE VEHICLE WAS USED WITH ABOUT 15,722 MILES. WE BEGAN HAVING CHECK ENGINE LIGHT ISSUES ON ABOUT THE END OF 9/22. THE LIGHT WOULD COME ON AND DISAPPEARED. SOMETIMES THE VEHICLE WOULD MAKE A NOISE WHEN STARTING. THE VEHICLE NEEDED BRAKES AND WE TOOK IT TO A CERTIFIED MERCEDES MECHANIC ON 10-1-22 RECORDED MILES 60,917. WE TOLD HIM ABOUT THE CHECK ENGINE LIGHT AND THE NOISE THE VEHICLE WOULD SOMETIMES MAKE WHEN STARTING. SINCE THE LIGHT WAS NOT ON AND THE VEHICLE WAS STARTING FINE, HE SUGGESTED THAT IF IT CONTINUE OR GOT WORSE TO TAKE IT TO A MERCEDES DEALERSHIP TO PERFORM EDGE WORLD CLASS VEHICLE INSPECTION. WE KEPT DRIVING THE VEHICLE AND ON ABOUT 12-4-22, THE VEHICLE WOULD NOT START. IT WAS CRANKING AND THE RPMS REMAINED AT 0. NO CHECK ENGINE LIGHT CAME ON. WE MADE AN APPOINMENT WITH ONTARIO MERCEDES FOR THE NEXT DAY 12-5-22. IN THE MORNING THE VEHICLE STARTED AND I DROVE TO THE DEALERSHIP. THEY INSPECTED THE VEHICLE AND TOLD ME THAT THE PROBLEM WAS THE CAMSHAFT ADJUSTERS INTERNAL FAULT. FAULT CODES: P036562 AND P034062. THE CAMSHAFT ADJUSTER AND TIMING CHAIN NEEDED TO BE REPLACE. I SPOKE TO THE CERTIFIED MERCEDES MECHANIC AND HE TOLD ME THAT THIS VEHICLE 2013 C250 HAD A FAULTY ENGINE DESIGN AND THAT IT WAS KNOWN BY MERCEDES CORPORATION THAT ONCE THESE VEHICLES HIT 50,000 PLUS MILES THE CAMSHAFT WOULD HAVE ISSUES. MERCEDES WAS AWARE AND THEY HAD EXTENDED A WARRANTY FOR 10 YEARS ON THESE VEHICLES. THE ONTARIO MERCEDES SAID THE WARRANTY HAD EXPIRED, ON OUR VEHICLE ON 10-2-22. WHEN WE PURCHASED THE VEHICLE, WE RECIEVED A USED VEHICLE HISTORY DISCLOSURE, NO EXTENDED WARRANTY NOTICE WAS GIVEN TO US. WHEN WE TOOK THE VEHICLE FOR SERVICES AT ONTARIO MERCEDES, WE WERE NEVER ADVISED OF ANY 10 YEAR EXTENDED WARRANTY. MERCEDES CORPORATE NEVER SEND US A WARRANTY NOTICE. IF WE KNEW WE COULD HAVE TAKEN THE VEHICLE ON 10-1-22 OR SOONER. MILES NOW ON VEHICLE 64,138

  Business response

  02/16/2023

  Mr. B********

  
  

  I have received your complaint with the BBB and will review the details of your visit  with my management team.  I understand that this is a difficult position for you to be in and we do our best to offer solutions for our customers.  The factory has specific guidelines that need to be followed and if the vehicle was not serviced regularly at a MB Dealership we are unable to offer any good will outside of the warranty.  We will be reaching out to you shortly.

  
  

  Best regards,

  
  

  T** ******

  General Manager 

  Business response

  02/28/2023

  Mr. B********

  
  

  We have reached out to Mercedes-Benz USA and had forwarded your concerns to them for a second reveiw on your behalf.  I apologize for the delay in getting back to you however we have been waiting for a response to our request.  At this time Mercedes-Benz USA has asked us to direct your concern to them as it is not a dealer issue and your vehicle was never at a dealership during the period of warranty extension coverage.  In addition to thier review of your vehicle's warranty coverage and service history, we were advised that MBUSA performs all required customer outreach/contact related to warranty extensions and recalls as required by law.  

  
  

  The customer assistance number is (8************

  
  

  Understanding your position and in an effort to assist from the dealership level I would be willing to offer you a good will discount of 20% off on the labor for the repair and provide you with a loaner vehicle at no charge.  Please feel free to reach out to me if you would like to discuss the matter further.

  
  

  Best regards,

  
  

  T** ******

  General Manager

  (9***********

  Customer response

  02/28/2023

   I am rejecting this response because: 

  Mercedes USA failed to send proper notice of the extended warranty for our C-250 faulty engine design to our home address. Mercedes USA and Mercedes Dealer has our address on record and we never received any notice.   
  
  Can you please provide exactly when Mercedes USA notified your dealer of the extended Warranty issued for this Faulty Design? 

  
  

  Also since now you are saying the complaint should not be with you but with Mercedes USA , I am requesting the following history of the  C250 2013 Mercedes Vehicles:

  
  

  1. What date did Mercedes became aware of the “Camshaft Internal Faults” breaking?
  2. How did Mercedes became aware of this Failure?
  3. How and when Mercedes owners of the 2013 C250 were notified of this failure?
  4. How and when Mercedes Dealerships were notified of this failure?
  5. At what Miles would this Failure usually take place?   
  6. How and when did Mercedes issue an extended warranty for this failure?
  7. How and when Mercedes owners of the 2013 C250 were notified of the extended warranty available for this failure?
  8. How and when Mercedes Dealerships were notified of the extended warranty available for this failure?
  9. How many vehicles “Camshaft Internal Faults” have been Replaced under warranty.
  10. At what miles have the vehicles been service for this failure?
  11. How much do the parts cost to replace a “Camshaft Internal Fault’?
  12. What is the labor cost per hour?
  13. How many hours is needed to replace the “Internal faulty Camshaft”?

  
  

  Since you are passing the complaint to Mercedes USA , what is the address for Mercedes USA? I will ask BBB to continue and file the complaint with them.

  
  

  
  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 11/18/22 I was taken advantage of by the Merecedes dealership in Ontario California. I had an open Purchase order with Mercedes’ Long Beach for a GLE350W4- AMG package. The Ontario dealership promised me if I cancelled my deal and purchase a the same vehicle from them they would give me the exact price with 2yr maintenance package. Once I cancelled my deal the the Long Beach dealership they said they could not give the same deal. As of this writing I have been trying to have them honor what they promised. They have now offered me the same deal with about $4,000 over the original price. This is very upsetting. PLEASE HELP

  Business response

  11/30/2022

  To Whom It May Concern,

  
  

  I recieved Dr. Vaughn's concern.  From what I understand my Management Team has reached out to resolve the situation.  Please ask Dr. ****** to call me directly so I can address right away.

  
  

  Best regards,

  
  

  *** ******

  General Manager

  (909)212-8410

*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. ↩