ComplaintsforMercedes Benz of Rocklin

• Initial Complaint

  09/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  At time of purchase, was told that Zurich Shield is cancellable by sales agent, texts are documented with sales agent stating this would be cancelled and refunded to me. I've asked repeatedly since purchase to have this cancelled and I've been told that ****** is "working on it" - all of this is documented in texts. When I received the vehicle, the car was delivered with an empty gas tank. I was told that I would be reimbursed for gas.

  

  Business response

  09/08/2024

  Spoke to ****** and we are refunding his $1495.00 for the Zurich. 

  Customer response

  09/09/2024

   
  Better Business Bureau, and Rocklin Mercedes
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  I appreciate that Rocklin quickly reached out to me to find a resolution, and look forward to seeing the refund process in the next few weeks. 

   

  Thank you, 

   

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

  
  

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Mercedes AMG GTS in to Rocklin CA Mercedes dealership to have a Windshield replaced and they broke my carbon fiber side skirt. I brought to their attention even had *********************** (service manager) come out and look at car. Not only did they break my side skirt they screwed up my Windshield putting it in and scratched my center counsel while doing some upgrade to maintenance system. Ive been trying to get them to fix it and they are just ghosting me at this point. Ive gone there in person and they are in meetings 24 hours a day 7 days a week! Ridiculous! I thought Mercedes was supposed to be extremely service oriented for as much as they charge for their vehicles. Ive gotten ahold of Mercedes *** but even they couldnt get ahold of the general mngr. Talk about horrible service. Any help would be appreciated!   

  

  Business response

  09/03/2024

  After carefully reviewing the details of Mr. ***** visit and the service performed on his Mercedes AMG GT, we must respectfully disagree with the claims presented in the complaint. Our findings are as follows:
  
  Carbon Fiber Side Skirt: At the time of vehicle pickup, a thorough inspection was conducted, and there was no visible damage to the side skirt or any other part of your vehicle. The customer had inspected the vehicle and did not report any issues. The damage the customer is claiming happened on the drivers side of the vehicle. It would have been very difficult to not notice this at the time of pickup. Furthermore, it was only later that afternoon when you returned to the dealership to claim that the damage had occurred. Based on our records and the lack of any damage noted during the initial pickup, we do not believe this damage occurred while your vehicle was in our care.
  
  Windshield Installation and Center Console: The windshield replacement was executed using Mercedes-Benz certified parts and procedures, and our post-service inspection confirmed that the installation was completed without causing any scratches or damage to the center console.
  
  The customer also signed off on the initial repair order that does not hold Mercedes-Benz of Rocklin is not responsible for loss or damage to the vehicle.
  
  While we stand by the quality and integrity of our work and believe that the claims made do not reflect the service we provided, we value our relationship with our customers and are open to discussing this matter further. Our goal is to ensure your complete satisfaction.
  
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle fro Mercedes Benz of Rocklin I had it delivered to me by a manager I received my vehicle hit from the back and missing a gas cap I contacted the seller that delivered the vehicle and I was promised to got the replacement and as I informed them its a brand new vehicle I have lost a demand value of the vehicle some parts arent stock and I never got a respond back I contacted a manager there again and I was promised to got a call back from them to have the issue solved and no one have got back to me and am having issues with the vehicle. The engine is shaking and making a weird sound it isnt comfortable and not feeling safe to drive it I need this matter to be solved please I have spend $75,570 to fell safe and comfortable I was scammed by this dealer and they have not gived me a original copy of the contract till I texted him and he send it to by text

  

  Business response

  08/08/2024

  Spoke with **** and I shared with him that the salesman that he purchased the truck form hasn't worked for the company in moths. I emailed him a copy of his contract and set up an appointment on Monday the 12th to come see me at the dealership. 

  Customer response

  08/09/2024

  I am rejecting this response because:I was clearly while we spoke that am not interested on the vehicle as I informed him I dont feel comfortable and safe driving it and I am requesting a refund or a replacement and I wont be able to drive my vehicle to the dealership which its 103 mile I would rather have a replacement vehicle delivered or vehicle picked up with the refund I am loosing money daily its a business vehicle that it isnt safe and I am not comfortable to commute with it I need this matter to be resolved as quick as possible thank you 
  

  

  Business response

  08/26/2024

  Hi - I invited Mr. ***** to the dealership, and he never showed up. If Mr. ***** doesn't feel comfortable driving a far distance, he can take it to his closest Mercedes dealership and have them look at it. If there is an issue it is under manufactures warranty.  

  Customer response

  08/27/2024

  I am rejecting this response because:as I speaked to Aarnud the manager of Mercedes Benz of Rocklin I informed him am not willing to do business with the dealership anymore I got scammed and I got played by the dealership my vehicle has damage as I informed they crashed it while they were delivering the vehicle I am not interested on the vehicle and not interested to do business with Mercedes any more I will never purchase a Mercedes in all my entire life and will never suggest people to do so as well as the manager Aarnud sended me the contract with none of the signature which he has informed BBB that he have sensed the original copy I am requesting the vehicle to be picked up and am not interested of replacing the vehicle as we spoke on the phone

  
  

  

  Business response

  09/12/2024

  HE i SPOKE WITH MR. ***** SHARED WITH HIM THAT I TOOK OVER THE DEALERSHIP IN JULY. THE EMPLOYEES THAT WERE INVOLVED IN THE TRANSACTION DON'T WORK HERE ANYMORE. I TOLD HIM I CHECKED WITH THE PARTS ***** AND THEY HAVE THAT PART AVAILABLE IF HE WANTS ME TO MAIL HIM ONE. HE DECLINED. I'M SSHOWING THAT THE RATE THE **** OPFFERED AT THE TIME OF PURCHASE IS 6.59%

  Customer response

  09/12/2024

  I am rejecting this response because:I spoke to ***** when the vehicle was delivered damaged and missing the gas cap he never came with the parts and reimbursed me with demand value of a brand new vehicle of $75,570 spoke to another manager from the same dealer they keep promising with nothing getting done I have a failure in my vehicle engine shaking vehicle is not safe to drive and am not comfortable driving it and having my life in dangerous. Its not my business who works in the dealer or doesnt nothing was done as promised I dont need the vehicle and am not willing to do business with Mercedes no more I got scammed with my APR rate and never got original copy of contract and when Mercedes Benz of Rocklins get the request from BBB for original copy I have received it with none of my signature I will be escalating this matter to the higher department and will be hiring an attorney to this matter I did not purchase a vehicle from junk for me to worry who exists in the dealer and whos not .
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  June 8, 2024 - I went into Mercedes-Benz Rocklin. The Sales Manager, ********************************* reached a vehicle purchase agreement. He got it pre-approved & we shook hands. I signed the pre-approval. He directed me to the ************************ to complete the paperwork. He said he'd have me out of there fast. I signed via iPad immediately upon sitting down in the ************************. He congratulated me on the purchase. The iPad showed a signature line only. The iPad was glitching. He took it to restart it & have me try to sign over. He then got busy on his computer for a long time. I grew concerned -we were supposed to be done. I asked him what was taking so long as the deal was done. He said he was working on a better interest rate for me. He made small talk & asked if I knew how much service, parts, or sales made the most money. At NO time did he specify that he was adding services totaling an ADDITIONAL $8,000 TO THE PURCHASE PRICE -things like dent repair services (LOL). He NEVER ONCE showed me electronically or in writing that he had added over $8,000 to the agreement. He never gave me my copy of any documents. He stated he would email them to me as he had computer problems & 4 customers waiting. I NEVER agreed to another $8,000 over asking. I left happy only to find out when I received loan docs.To date, I still have never seen nor received my copy of any documents from this dealership. They've hidden every figure the entire time. They added my electronic signature to documents I never saw, electronically nor in writing. I've emailed them 13 times & called them with no resolution. ****** ************ has advised the appropriate course of action is for Mercedes-Benz Rocklin to overnight them a check totaling $8290 for the following:$500 credit (online offer, signed up for text deal)$5900 (vsc sc)$895 (pdr)$995 (gap)Email me the tracking # of the overnight check. ****** ************ will then apply this amount to the principal of the loan.

  

  Business response

  07/29/2024

  Im rewriting the lady with ******* CU she originally agreed to warranty and gap and said she didnt understand so we are making her happy now and have been in contact with her.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Looking at BBB and cars.com, there are multiple compalints about key loss and impossible to get 2nd key from Mercedes Roklin. Here's one more.On 6/1/2024, I purchased a GLC 300 from Mercedes at ******, **. This dealer is ~3h driving from me. Only after I signed the contract, I was told the car only had one key. The dealer assured me that they will order a new key, mail it to me or a dealer near me, then I can get the key programmed at a dear nearby. They even provided a written paper showing 2nd key is owed and will cover all cost to get the key programmed. I went home and waited for the 2nd key to arrive but it never arrived. I called multiple times and was told I have to come in to get the key programmed. I said I don't have time to drive 3h just to get the key programmed, then drive 3h back home. They refused my again saying they don't want to lose the key in shipping. I'm surprised by this excuse because you can use registered mail or signature required. Now I demand: mail the blank key to a dealer near me, setup the programming appointment with that dealer, and cover all cost. So as a customer I don't waste a full day to get this because ****** dealer cannot meet their promise. It's unacceptable to tell the customer the car only has one key after he/she signed the contract!

  

  Business response

  07/24/2024

  I went to order a key for ********* and our service department is showing that she picked up her programmed second key July 10th. I tried reaching out to the client with no luck.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We requested for cancellation of maintenance since October 2023. No one from Mercedes Benz of Rocklin, CA ever contacted us to provide any status or any update of our request. We recently provided them again of the cancellation form but it seems they are ignoring our us, we did receive any call or response in our email.

  

  Business response

  06/11/2024

  Hello, I have sent the info provided to my Finance Director to process and reach out to you directly his name is ***************************

• Initial Complaint

  05/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On April 25, 2024 I turned in my leased vehicle to Mercedes Benz of Rocklin, the lease was due to be returned by May 4, 2024. All payments had been made on time, all maintenance had been performed. The vehicle was turned in with roughly ****** miles on it, the lease allowed for ******. When turning in the lease I was asked to sign the Odometer Statement, which I did. I asked if I needed to sign anything else and I was told no.On May 16, 2024 I received in the mail a Lease End Statement. Contained in the lease end statement are three charges for $359 a piece for Excess Wear and Tear: Tread Depth, totaling $1,077.00. When I turned in the vehicle, the tread depth was fine, the tires were not yet due to be replaced. In which case, why am I being charged to replace the tires when there are still thousands of miles left of tread? In addition, on page 8 of the Lease Contract, Section 22 a. (2) specifies I sign a vehicle condition report, which I was never asked to sign. When the manager had me sign the odometer statement I specifically asked if anything else was needed, did I need to sign any additional documents, he told me that was it. If it is in the lease contract that I need to sign an additional document, which I have not signed, then they can not come back and claim after having my vehicle for over two weeks since turn in, that I owe money for excess wear and tear. The vehicle turn-in fee is in my lease document and therefore I will be paying it, but trying to add charges after they've had the vehicle for over two weeks, that is unacceptable and if they had claimed this at the time, I would have had a document from my mechanic and another tire shop proving the tires were not due to be replaced. VIN#*****************

  

  Business response

  05/20/2024

  Hello thank you for providing all the info. This is a problem that will need to be handled with Mercedes ************** Services. They are who your lease contract is with and who owns the car. We are only responsible to provide a Odometer Disclosure. We do not do inspections as MBFS has their own 3rd party company for inspection. That is what is being stated in the lease contract. You are able to schedule a pre inspection with them so they can provide you a quote as to what they want to charge you for. Then you can decide to fix on your own or to still return as is and accept the bill. MBFS phone number is ************ they can assist you with explaining the charges in more detail and if they will offer you anything.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ****** the ** does not keep his word. He promised me he would resolve an issue I had after purchasing 4 vehicles all valued over one hundred thousand dollars and they dont have the decency to give me a call back. I was lied to about trade in value they told me one price on text mind you and it was a completely different price on the paper. Which is fraud. I was also given two vehicles with damage and they dont have the decency to call me back and resolve those issues for me. So now I have to take time out of my day to show up in person to get them to do anything for me. I have text messages from ***** where he tells me one price on text and it says another price on the paper work- which I was willing to let go of a 6k discrepancy but they are refusing to replace an item that arrived damaged so thats where I draw the line.

  

  Business response

  05/09/2024

  Customer is a friend of my sales manager *****. I have never met her and they do their business with *****. I allowed them to make payments on their cash down for 3 months as they didn't have the money available when they said they did. Customer now saying the * wagon they bought a year ago was delivered with damage. She bought the car a year ago... Damage on a * wagon would not be something you push off for a year. Nothing I can do for them

  Customer response

  05/09/2024

  I am rejecting this response because:

   

  you never assessed the issue with the down payment. I let ***** know about the damage a year ago.. I am not a friend of ******- I am a customer. I am not a personal friend of ******. You couldve sent me a text message reply, what ***** did is a form of fraud. The down payment while I was out of the country has nothing to do with the fact that I purchased 4 cars from you within 12 months.. the down payment would have been ***** less if you guys didnt scam me on the back end. You refusing to replace the piece is why I contacted a lawyer regarding the fraud. You never got back to me about the LUMP in my brand new car either.. so no worries this will not end here you will hear from me again. You couldnt replace that one item for me now you guys will have to refund me the ***** dollars you scammed me for. Thank you!

  
  

  

  Business response

  05/10/2024

  No one scammed you out of anything you and your husband have been aware of every step of the transaction. ***** is the one saying the damage was not like this a year ago. Unfortunately I was not here a year ago.

  Customer response

  05/14/2024

  I am rejecting this response because:

   

  He was not aware till after he signed. We trusted ****** word. The lump in the tire has not been taken care of. Did you offer a remedy? No.. I have this in text with ***** a day after picking up the car along with me questioning why did he only give me 14,000 out of 20,000.. this is ALL in text. I already got a fraud lawyer and provided them with all the details of the case since you guys refused to help me with anything due to thousands of dollars worth of fraud and you wont help a customer whos been shopping here LOYALLY with an item that was missing. I am only willing to not take this further in court if you guys take care of me. If not I will take the dealership to court short and simple. If you dont believe me or think Im bluffing I guess Ill see you guys in court. Sure the owners in the dealership cant wait to hear about how you treated a customer. Oh dont worry I will find their contact information and be emailing them as well. Thank you!

  
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used vehicle 3/23/24. Dealer had to make some repairs prior to delivery which took a couple weeks. Once I took delivery on 4/4/24, the sales associate, *************************, told me that the second key had been mailed to my home and that I should have it in a day or two. This turned out to be false as they later admitted to losing it.Couple weeks went by when they weren't responding to me so I visited the dealer. ******* had to escalate to his sales manager who said they do not guarantee 2 keys on a used vehicle. They did however promote that the used vehicle had 2 keys and showed me that was the case - later admitting that they lost it. The sales manager suggested that the sales associate, *******, could pay for it out of his paycheck, but I didn't feel comfortable with garnishing *******'s wages for the dealer's error. The sales associate suggested I could use the "dealer pack" or warranty that they required me to purchase $1495 (Zurich Shield and Zurich Key Replacement) to get the key replaced. I wasn't completely comfortable with that, but decided to verify my coverage at least anyways. When I reached out to ****** 5/1, they said the dealer has not filed any warranty for me.In speaking with the finance manager, ***************************** on 5/1, he assured me that it had been submitted. When I let him know that Zurich confirmed it was not, he said it wouldn't be instated until the following month and that it was being held by "management upstairs". I would like to have the spare key fob replaced by MB of Rocklin and the *************/Zurich Key replacement refunded $1495 or confirmation from ****** that it has been instated.

  

  Business response

  05/29/2024

  Hello I spoke with my team it seems like you were working on two different trucks one had a second key and one did not. You purchased the vehicle that did not. We do not give second keys to pre owned cars unless they are given to us or the vehicle is a certified Mercedes Benz. As far as the Zurich shield this is active and is valid for 3 years.

  Customer response

  05/29/2024

  I am rejecting this response because: I came to look the only truck that met my criteria, it was the only truck you showed me, and it was the truck I put a deposit on. Your associate confirmed you lost the extra key in the attached message so Im not sure why this story was generated. 
  

  

  Business response

  05/31/2024

  Off brand cars are not guaranteed to have two keys only Certified pre owned.

  Customer response

  06/03/2024

  I am rejecting this response because: I wasnt asking for a second key due to policy. I was asking for the second key that was committed to me during vehicle sale and that was told to me was in the mail when I picked up the vehicle. Have more conversations saved with ************************* if necessary. 
  

  

  Business response

  06/04/2024

  As mentioned before if we have a second key we provide it. We do not issue refunds on Zurich shield it is a dealer added item that was disclosed to you. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EXTREMELY DISAPPOINTED! I bought a used 2015 *** X5 on 3/27/24. My salesman, *****, was super nice and helpful and we negotiated a price over the phone through videos and pictures. ***** even met me half way as the dealership was over 2 hours away. When I saw the car for the first time, everything seemed great. Car was clean, so it appeared, in the faint daylight that was left of the day. The next morning, I try to start the car and it immediately stalls. I try to start it again and it revs up high and then calms down to an idle. Then I notice, what appeared to be tree sap on the window, it was not. The "sap" was a chip in the windshield that looks like it was filled with superglue or something, not a professional fill. Then I notice a tear in the side of the leather bolster of the driver seat. I then try to buckle my son in the backseat to find out none of the backseat buckles even latch! I attempt to reach ***** several times, with no response back. I try to change the oil and air filter in effort to fix the stalling issue when starting the car, that happens every single morning. The air filter was disgustingly dirty and the oil was so old and burnt that even the oil filter was wringing itself. Today, 5/1, driving down the freeway, the brake light comes on and says across the screen that the brake pads need replacing. I call the dealership and they simply said thats what happens when you buy a used car, as is. We can look at it but cannot promise we will do anything about the problems. The CARFAX showed they "recommended maintenance", "ignition system checked", "brakes checked", "front brake pads replaced", "electrical system checked", "battery replaced", and MORE complete lies! The "implied warranty" does not affect THIS dealership apparently. I am not looking for a huge handout but maybe share the cost of the parts to fix the car that they sold to me in good faith. This is astonishing, disappointing and borderline criminal!

  

  Business response

  05/02/2024

  Hello, We have offered to take a look at the vehicle to see what exactly is going on with the vehicle that was purchased but was told that you do not want to drive here to allow us to look at the vehicle again.

*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. ↩