ComplaintsforMercedes Benz of Ontario

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/27/22 I purchased a Certified Pre-Owned vehicle from the MB Ontario dealership. When the car arrived from detailing, the interior of the car was dirty. I discovered there were chips on the exterior paint. I made an appointment to return my car to the dealership for repair on 3/30/22. My car was not available to me until 4/12/22. Retrieving my car, I recognized a malfunction with the reverse camera. While the gear was in reverse, the reverse camera would switch randomly to the radio display. I scheduled an appointment. I brought the car in on 6/22/22, to repair for the reverse camera, the service mechanic was “unable to duplicate the rear-view camera malfunction” finding no issues with my car and no service was performed. 7/18/22, the camera had malfunctioned again. 7/21/22 I returned the car. 7/22/22, I was told again, they were “unable to duplicate the malfunction, but performed a repair” by replacing a wire. 8/29/22, I returned to the dealership. I also shared that when I was driving the vehicle, the SOS mode appeared on the dash. I captured a photo of the word "inoperative'' displayed. In addition, the tire pressure display showed the front driver side read the number “1” in red, although the tire appeared fine when I checked and left. 9/8/22, I returned to the dealership to pick up my car. I was informed that updates were comple*** and all issues had been resolved, except the camera. Mercedes said to replace the control panel. The part was not at the Ontario location. Mercedes of Germany would have the part until approximately 4/23, 13 months after I had purchased my car. 10/26/22 at 1:20pm the reverse camera malfunctioned again. 11/7/22 while driving, the display went black for about 45 seconds. I sent a message regarding malfunction. I also asked the date for the part I had been waiting for. There was a new date of 5/23. 11/10/22, I returned the car. 11/11, I picked up my car, I was informed they were “unable to duplicate the malfunction.

  Business response

  11/16/2022

  To Whom It May Concern,

  
  

  I have met with my Service Management Team and am looking into the matter to expedite the repair.  We have reached out for additional assistance from Mercedes-Benz and should have confirmation later today that we will have the part on Thursday.  Chris Nelson our Service Director will be reaching out to the customer later today.  In the meantime the customer is also welcome to call me directly.

  
  

  Best regards,

  
  

  *** ******

  General Manager

  (909)212-8410

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been trying to get help with being placed in a new car. I have a 2020 cla250 and the whole 2020 I was having problem with this car. I have contacted and taken the car back numerous times. One this particular day I was taking the car back ones again due other issue an unfortunately got into an accident. Post the accident I was told they would work with me and help me get into a new car. Ive been getting the run around non stop and no solution has been made. Im still making payments even after I was told to come in and they will help me. Ive been trying to work for the last few months but still nothin. As mentioned since buying the car Ive had engine issues, mechanics leaving tools in my ca. this has hinder me in more than one way as this car is leased and no one will help. I have proof of everything and just want someone to work with me as I been a value member for some time now

  Business response

  10/26/2022

  To Whom It May Concern,

  
  

  In response to complaint file against Mercedes-Benz Of Ontario,  there is some additional information that is missing.  The customer did come in over the weekend for assistance and left happy that we offerred some options.  The deal was not able to be made at that moment and I cannot go into the details as it is the cusotmer's personal situation/information.  She did leave understanding what was needed to move forward.  Since that day unfortunatley the customer was involved in a substantial accident.  The car now has serious damage, possibly a total loss.  I am not 100% certain what coverage the customer has however at this point this is an auto insurance claim.  If the customer needs assistance with opening up a claim, one of my staff members can assist.

  
  

  Please let me know if there is any further questions that I can assist with.

  
  

  Best regards,

  
  

  Ted Moreno

  General Manager

  Customer response

  10/29/2022

   I am rejecting this response because:
  

   Yes, all true what was in their message but what I’m NOT satisfied with was the reason! Which was my credit. Which had drop due to the accident! Couldnt work a few months! Prior going In, I was able to clean up the majority of all the stuff I got behind on with the $5000 cash at hand! Wasn’t sure if it would be submitted to the Credit bureaus on time so bought a cosigner as well! Trying to be prepared for whatever outcome! Couldn’t do it! The day Called finance to see if the balance can get transferred over to a different vehicle they said They don’t do it there but should be able to be done at the facility. When I asked the facility they said it’s up to Finance! So Neither department knew! They couldn’t do it and Was told to contact my insurance again. My insurance wasn’t covered at the time of the accident so they’re not gonna fix it.. Even asked if I could give them letters from those companies saying my accounts are good or payed off! Still no they dont do that! Which I get it! It’s just this is all happening because NO CAR! I don’t think u get it!  I paid off everything but Medical bills & the rest of the finance on the CLA so I know my credit is gone shoot up! Like I said I get it! Especially with it being damage, I understand the hesitation. I think it still should be taken into consideration that before that accident I was already having MAJOR problems with this car! I got into that accident ON THE WAY to get the battery changed At their dealership! The accident happened 45 minutes before appointment! I know they have that on record! May 19. because the car kept shutting down not stating! the thermostat had to be replaced TWICE Because it kept overheating and this is all in the first year! 2020 on a 2020 car! It already it had TWO recalls on the car and THEIR mechanic left a wrench in my ENGINE! Which caused knocking under the hood of the car! I was even thanks for bringing the car back. Why?!?  because “The wrench was a very expensive tool about $100 so thank you for bringing the vehicle back” Quoting the woman’s exact words! Not Sorry for the inconvenience NO it’s thank you for bringing the car back because the tool was expensive! The service manager a women even wrote a number on a yellow sticky (Which I still have) on top of a stack of service invoices not just from Ontario but from Walter Riverside as well since some of the service I had to get done there when Ontario wasn’t available! She told me to call the number and ask them to buy back the car or put me in a different vehicle!  The only reason I didn’t cause I didn’t have to come out of pocket for any of the work. . But for it to be a BRAND NEW Vehicle having all those problems is a PROBLEMAnd recklessness on their part! I have paid off everything that I can financially could Without being at work! Like I said I know my credit is going to shoot up! So can you imagine if I was actually going back to work making about $1000 a week Every Thursday..It wouldn’t be a problem! My job is on hold until the 8th of Nov! So if I don’t get to work before the eighth I lose my job! Which will cause me to be even behind on payments! So I’m trying to make sure EVERYONE  wins here! I got a car get back to work continue to pay and make your payments and Mercedes don’t have to feel like they lost value on a car when they could place it on another vehicle.

  Business response

  10/31/2022

  To Whom It May Concern:

  
  

  In response to the most recent correspondence we are unable to assist for the following reasons.  Please see the brief outline below;

  
  

  -Customer just came back to work on 10/20 (as per what was disclused to us on them most recent visit)

  -MBFS was not aware of the severity of the current condition of the vehicle.  

  -Customer came in alone without a Co Signor present asking to check credit

  -Customer came in with zero down payment at the day of appointment

  -Current account standings

  -Current payoff  versus what the vehicle is currently worth.  Vehicle was not present for inspection.  Customer provided pictures of the vehicle.  Accident occurred months prior.

  
  

  The current main issue is that the car is severly damaged which limits what we are able to do to help. 

  
  

  Best regards,

  
  

  *** ******

  Customer response

  11/03/2022

   I am rejecting this response because:
  
  Mercedes financial knew about the accident it’s note on my account!

  I DID have a co signer!! ******* knew that! She was in the car with the baby! I left to show my cousin we’re to park and apologize cuz I had to change the baby! So please don’t lie!

  I had $5000 on hand & can even show that amount being withdrawn on statements for that day! What are you talking about?!?! Why do u think I made that appointment?!?  I told him I have the down payment and a cosigner! Even told the guy I had my cousin for the co sign!! I had to pay $4000 down when I got my car, so i knew I needed at least $5000 with my co signer! So that’s a STRAIGHT lie! It’s obvious u just ASSUMED that because I never stated I didn’t! Honesty, The only time we talked about money was the down payment HIS last customer had to put down. I literally had the money and the cosigner because I wasn’t sure if the bureaus would get the information in time for my credit. The ******* guy knows that.

  As far as account standing, I talked to finance about taking care of the balance when I came in.! They told me to wait on it to see if I can get it placed on another vehicle! They said they don’t do that there that’s something through the facility. I Even ask ******* should I pay the bill now or wait and he advised me to wait to see what they do! Also, Like I said I had $5000, it would’ve took off a portion of the down payment.  So that’s why we were waiting. We were hoping to transfer the balance so I would have enough for the down payment with the cosigner. Whatever I owe for my previous note would just be put on another car.. and since I’m still trying to reserve this with you that’s why the balance is still there.

  
  

  If your mine is made with this,  then fine! but please don’t lie on me.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/3/2022 I took my 2012 Mercedes C350 in to Mercedes Benz of Ontario for a B Service. I was charged $1,256.67 under order #******. At that time I spoke to Service Advisor Inayat Patel. I wai*** at the dealership while my car was being serviced. Once it was comple*** I was told everything was fine, except I would be needing tires soon. I left the dealership and my car star*** shifting gears extremely hard, was pulling to the right and I could feel grooves in the pavement that wasn't there. I contac*** the service department and informed them of these issues, which I was not having prior to them servicing my car. I was told to bring the car back and was scheduled for Thursday 9/8/2022 and would be provided a loaner car. I took my car in on that day and spoke to Service Advisor ***. He had a mechanic go on a test drive with me to find out what my issues were. On Friday 9/9/2022 @ 6:17pm I receive a voice message from ***. I returned his call on the same day @ 6:55pm. He informed me that my car needed a new transmission and radiator and would cost approximately $12,000. I informed him that my car only did not have any issues until after they serviced it and had less then 47,000 miles on it. He sta*** that could happen without notice and claimed it was nothing that they did. I informed again that my car was not having issues until after they serviced it. I told him that I would contact their corporate office and seek legal advice if need be. He sta***, "We also have our attorneys." I let him know that I was already aware of that. The Kelley Blue Book Trade-in Value of my car is $11,617 (mid-range) and $12,428 (high). I am asking for them to pay me the mid-range value of $11,617 plus reimburse the $1,256.67 that I paid for the B Service for a total of $12,873.67. Your assistance in this matter would be greatly apprecia***.

  Business response

  09/14/2022

  To Whom It May Concern,

  
  

  We have investiga*** the matter and found the mechanical failure is due to a part that is completely unrela*** to the regular maintenance that we just comple***.  In no way are the two visits rela*** but more of a situation in which the component began to fail. From the information available the vehicle was serviced regularly at another dealership and the transmission service was never comple*** as per the manufacture requirements.  The aged fluid caused a deterioration on a component which is verifiable.

  
  

  None the less, we completely understand the unfortunate situation this has crea*** for the customer and will be reaching out to see what we can do to assist as well as sending a detailed explanation.

  
  

  Best regards,

  
  

  *** ******

  General Manager 

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a GLC 300 Mercedes, 2020 leased 2 years ago. On June 16, 2022, I was driving my truck to pick up lunch and the truck star*** driving sluggish and without the power to accelerate with speed. I took the truck to Mercedes of Ontario on 6-17-2022, the service adviser called me and sta*** something is wrong with the motor and will cost me $10,000 to repair. The service adviser also advised me that technician would have to put a scope in the engine to see what part is defective. The charge for this is $800.00. How can a two-year-old car have engine problems? The truck is a lemon.

  Business response

  06/22/2022

  To Whom It May Concern,

  
  

  Vehicle is out of warranty coverage with 62,000 miles and no additional coverage was purchased.  Our Service Manager is reviewing the case and has been involved.  We are waiting for permission/approval for inspection/partial tear down to access more details of damage.  Please have the cusotmer contact ***** ******* or ******* ****** to discuss further or the customer can contact me directly as well.

  
  

  Customer has serviced with us and we want to do what we can to help however thier is no warranty coverage on the vehicle.

  
  

  Best regards,

  
  

  *** ******

  General Manager

  ###-###-####  

• Initial Complaint

  06/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have purchased a car from Mercedes of Ontario on 01/2019 it was a Mercedes S560 Maybach, on 06/05/2021 I've filed a claim that my car was stolen 06/05/2021 but my insurance took a long time to finish the investigation and they end up paying Mercedes $151,233.47, the problem now is that Mercedes Benz financial asking me to pay interest of +$15K on top of what they got from my insurance company. apparently, Mercedes didn't stop the charges even though my insurance notify them about the loss. also, Mercedes didn't refund the warranty money. which is close to $9K or more. please help me out with this issue

  Business response

  06/20/2022

  Hello,

  
  

  I am responding to Mr.*********** complaint.  We have not recieved a request to cancel any additional warranty from him.  Our finance department can assist and I will have someone reach out to him today to try and help.  In regards to Mercedes-Benz Financial charging interest.  That is a matter that must be taken up with them directly as they are the lender.  They will charge a daily interest charge as per the finance contract.  Unfortunately the dealership has no bearing on negotiating those charges.  Please feel free to contact me directly.

  
  

  Best regards,

  
  

  *** ******

  General Manager

  ###-###-#### 

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid of my car cash in less than 3 months. The car had multiple mechanical problems within the first couple of months. I filed with BBB prior. I had to take the vehicle multiple times to the dealer.

  Business response

  01/15/2022

  We will review the service history and see what we can do to assist.  The manufacturer has a specific procedure to follow if the vehicle qualifies.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 29 2021 A replacement key was ordered and prepaid invoice saying that returns goods must be accompanied with the original invoice within 10 days. 2 days later we canceled order of key hasn't been received yet or programed for a refund but the refuse to refund $400.92 even though we have invoice and canceled before the key arrived . We would like our money back for a key we nolonger need which was not programmed and within the 10 day period

  Business response

  12/03/2021

  Hi Miss *******,

  
  

  In response to your request, keys require the customer to sign a TRP Processing Form.  The signed form states "all TRP items must be paid for in advance and are not returnable or refundable once order is processed".  When you called in my team attemp*** to explain this to you and offered to show you a copy of the disclosure that was signed.  The key is useless to us and cannot be returned once the order is placed however once programed could be an extra spare key for use.  Please let me know if you would like to have the key programmed.  

  
  

  Best regards,

  
  

  *** ******

  ###-###-####

  
  

   

  Customer response

  12/03/2021

   I am rejecting this response because:
  
  The key is not unless because a key CAN BE recorded and reprogrammed to another car so to tell me it's useless and can't be reused is a lie . I want my $400 dollars back for the simple fact that I no longer need a key and Mercedes Benz of Ontario was contac*** about this before the key was received. So I feel my money should be returned . And I don't appreciate being lied to about the key  being useless.

  Can You Program a Used Mercedes-Benz Key - YOUCANIC

  It is possible to program a used Mercedes-Benz key to another Mercedes-Benz. The process requires making the old key virgin, then programming it to your vehicle ...

  Business response

  12/06/2021

  Please let me clarify.  The key is vin. specific and is a special order part from the manufacturer.  Once it is ordered it cannot be returned.  The final step is pairing the key to the vehicle.  For this reason we fully disclosed this in writing and was signed/agreed to prior to placing the order.  I have a copy that I can provide that was signed..  Sorry that we simply just cannot return.  If we could, it would not be an issue.

• Initial Complaint

  11/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased brand new CLA250 on 02/17/2020 for our daughter. Vehicle has had so many problems. The dealership, Fletcher Jones Ontario Mercedes Benz attempted to repair but is Still having problems with the vehicle. The vehicle has been at the dealership more than 40 days in total. I am very disappointed with Mercedes Benz and the customer service we have received! We try not to use this vehicle because it has overheated on the freeway. We have photos, videos of all the problems. I have attached documentation of when the vehicle was dropped off at the dealership. I have contacted MBUSA back in September via email and they didn’t reply back after their first email. A brand new car shouldn’t have all the problems we’ve had. I want this car returned to MBUSA under the California Lemon Law. The dealership has had more than enough opportunities to repair the issues.

  Business response

  11/08/2021

  Mr. ******,

  
  

  I received your feedback and I apologize that you have had the experience you have described with your vehicle.  Mercedes-Benz has a formal process for review and it does take some time.  I am available to help guide you through the process as well as providing you with some options.  Please feel free to call me directly.

  
  

  Best regards,

  
  

  *** ******

  General Manager

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

• Initial Complaint

  08/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked the service coordinator (***** ******) to repair a coolant leak and put my right front led light back into place. My service coordinator told me the car repairs were complete on August 13th so I paid for it and told them I would need an Uber to take me to the dealership. No Uber was ordered by him and I had to call back about 6 times but to no avail. On August 14th, I got dropped off at the dealership by a hour late Uber. I received my car but the light was never put back into place. I asked the service manager if they could fix the problem since I already paid for the labor fee to have everything repaired. The out of place light was a common reoccurrence for my car. It had always been put back into place for prior maintenances and repairs I had at the dealership. I spoke to the general manager and he said it couldn’t be done on August 14th and I should call the service coordinator to schedule another appointment and wanted to charge me for a repair that was already paid for.

  Business response

  09/01/2021

  Customer was contacted by our Service Director, vehicle was brought back in and we completed the repair for the customer as a courtesy.  This concern was not listed at the original time of drop off which is why is was not addressed initially.  I am the GM and did not meet the customer but none the less, we wanted to help resolve the concern.

*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. ↩