Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The service department at Mercedes-Benz of Rocklin misdiagnosed my engine problem, gave inaccurate information, broke a engine bolt, broke the engine casing, and more. Their actions led to the need for an engine replacement vs a diagnosed fuel system repair.The GM, ******* reportedly fired technicians, a service advisor, and a service manager, yet does not accept any responsibility for his service departments errors. This appears to be a garage liability issue that MB-Rocklin would rather deny, defend, or delay to avoid responsibility. Now, this dealership is threatening me with storage fees if the van, which doesnt run, stays on their lot pending resolution (the van has been at their dealership since August 7, 2024).I have made over 100 calls to their dealership and corporate officers without any resolution to this matter.The dealership proposed a used engine replacement for $20,000 without acknowledgment of their liability and responsibility. The used engine reportedly had ******* miles on it.****** and the new service manager, ***** *. are acting like gangsters trying to avoid their liability by attempting to strong-arm me.A Civil lawsuit against this dealership and their Corporate Owner, Envision Motors, is being drafted.

  

  Business Response

  Date: 02/26/2025

  ************* came in with over 200K miles on it. We gave him all of his money back that he gave us. We are in over $13k in repairs that we are not getting back from him. We offered an engine with half the miles on it, and he declined. The Van is in our service department waiting for him to pick up. 

  Customer Answer

  Date: 03/11/2025

  I am rejecting this response because:

  The business does not address their responsibility for breaking an engine bolt and the engine casing.  They left me with a non-functioning vehicle as a result of their own negligence.

  
  

• Initial Complaint

  Date:01/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The 2023 EQS 450+ advertise for $47,390. But there is an at on of $1,495 for the Paint protection which did not disclose until you decided to buy. I believe that was a false advertisement. Also, the car sold as is condition without any disclosure out front. It have 2 scratched on the bumper and red pinkish stained in the back passenger carpet. I was told that after they asked me to get a car loan of 3.45% interest rate when I am paying cash, kind of fishy and decided not to move forward. I was told when my check clear they will pay off my loan. It just does not make any kind sense to me. Some one should check what kind of business they are doing? Don't they have to disclose up front about the $1,495 on their advertisement? Thanks.

  

  Business Response

  Date: 02/03/2025

  HI Hindrick,

  Thank you for the business we appreciate it, The ****** protection is on every car, and we disclose is at the time of negotiations. Unfortunately, we have had clients that have wrote checks in the past for cars and they have bounced. So, my process is to have a backup cashable contract incase that happens.

   

  Customer Answer

  Date: 02/04/2025

  I am rejecting this response because:

   How is this company get an A+ rating, Their rating should be an F. Once you lie, you have to keep lying to cover your lie.

  Do you believe a car salesman and the manager that want to squeeze in every dollar from you with lie or someone who help people

  in the 3rd world country by bring doctors and do food ministry???

   

  I bought and trade cars every 2-3 years. This dealership is one of the worst one. I unlock or unfreeze my credit score for 2 days when I when I plan 

  to buy the 2023 EQS 450 from them. They know I have a credit score of 800+ when they run that day. But they run both of our credit score a week later without my

  permission after I fill a complain with BBS and they know that we freeze or block all of our credit report to protect from scam. They are giving a very stupid excuse. 

   

  My question is how come I was able to buy a 2023 EQS 580 4Matic 3 weeks ago without any issue or problem with my credit score. I use to be a senior manager

  for a mortgage company lol. I know how it work. Please stop lying to people. If you keep doing this and refuse to admit that you are wrong. You business will go down. 

  The words will go out. Shame on you. 

   

   

   

  
  

  

  Business Response

  Date: 02/05/2025

  HI - 

  Thank you for your business. I'm sure what happened is when you came in the dealerships runs your credit. Once we send the loan to the bank (Mercedes), they run your credit. I hope you emjoy your new car. 

  Customer Answer

  Date: 02/06/2025

  I am rejecting this response because:

           I am paying cash lol. Wow, what kind of business are they doing? How many people out there, they trying to scam. 

  One lie after another one to cover up their lie. *** should sent someone undercover pretending to buy a use car from them and see for themselves, to see if they add junk fee on it

  after the agreement. 

  
  

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from this place around September. The salesman, **** and I agreed on a price that I signed off on a paper with him at his desk. He told me that every car had an interior/key warranty that was already included in the price of their vehicles online. Came to find out it was an extra $1495 added on top of the price we had agreed on. I've called and emailed now 5 + times to get some help cancelling those 2 warranties and still have yet to receive a call. Their finance manager has a voicemail box that's full and won't get back to me.

  

  Business Response

  Date: 12/18/2024

  ******,

   

  I tried locating your deal but couldn't find. Who's the registered owner?

   

  Darren 

   

  Customer Answer

  Date: 03/31/2025

  I am rejecting this response because:

  I did not respond to the BBB claim as I did receive an email from one of the finance managers and a response on my ****** review from the business stating they would correct the issue. But after the one email, now I have not received any communication back once I sent in the paperwork they requested to cancel the warranty they added without my knowledge of the extra cost. 

  
  

   Can I reopen my claim?

  
  

  
  

  Sent from my iPhone

  
  

  
  

  

  Business Response

  Date: 03/31/2025

  Hi *****,

   

  Please send me the vin number of your car.

   

  Darren 

  Customer Answer

  Date: 04/01/2025

  Hey ******, here is the VIN *****************
  Just to be clear, i want to keep the extended warranty on the vehicle and the ************** The finance *** did a great job going over those options with me. It is the paint less dent ***air, key warranty, and interior warranty that Im protesting as **** said that was included in the price I saw online. 

  

  Business Response

  Date: 04/03/2025

  Hi *****,

  Thank you for clarifying. I'm sorry if it wasn't clear with ****. The Zurich paint and key protection is on every one of our new and pre-owned vehicles. We do disclose that at time of purchase. I hope you are enjoying your new Lincoln. 

   

  Darren 

  Customer Answer

  Date: 04/04/2025

  Im not objecting to that. **** said it was included on the price of the vehicle that I saw online, and the price he wrote on a live of paper I signed off on. But after reviewing the contract, it was in addition to the price I signed off on with him. So now I want to cancel the paint less dent repair warranty, key replacement, and the Zurich Sheild. I will keep the warranty in the car itself and the **** I sent the form in as requested back in January, and then never heard back from you guys. 

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 4th I purchased a vehicle from them. Upon the agreement I was opted in for the Zurich shield, which *****, the finance manager said I could receive a refund for it if I decide I dont want it anymore after a month. I called in and the general manager answered asking me to drive hours down to just talk to them. I have evidence via text as well of ***** reassuring me I can receive a refund for the Zurich shield. I would like to avoid litigation but they have been ignoring me and refuse to get back to me. I as well have evidence of ***** running multiple hard credit inquiries on my report without my permission after I already discussed with the sales manager the final bank and interest rate to lock in.

  

  Business Response

  Date: 10/10/2024

  We do not cancel the Zurich Schild, and it was never brough to my attention. 

• Initial Complaint

  Date:09/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 09/08/2024

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

  Customer Answer

  Date: 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

  Date:09/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/6/22 I purchased a vehicle from MB Rocklin, included was an extended warranty and a vehicle service agreement. The vehicle service agreement was to be effective for 3 years. On 8/30/23, I took my vehicle in for service and the service advisor told me the service agreement had been cancelled on 9/7/22, one day later, no explanation as to why. I was unable to use the service agreement and paid out of pocket for vehicle service. I contacted my bank who told me they were not aware of any type of cancellation as they had fully funded my vehicle contract.I then spent weeks trying to contact finance about being refunded for this service contract that I again, did not cancel. I signed a cancellation form on 9/22/23 and waited for a refund to come through. I assumed it would take at least 90 days, so I patiently waited and come February 2024, I still had not received anything. In February, I reached back out, sent emails and left voicemails, I did not hear anything. Finally, on 2/28/24, a finance manager took my call. I filled out another cancellation form, clarified that I did not cancel the agreement and I waited. In March 2024, a refund was issued to my bank and I thought this was ******* August 2024, I sold the vehicle and went to check on the extended warranty. I discovered, MB Rocklin cancelled and refunded the extended warranty. NOT the service contract. I never wanted the extended warranty cancelled and made it clear I needed to be refunded for the service contract that they cancelled. I have called and left messages, sent emails, nobody has returned my call. I need to a full refund on the contract they had cancelled.

  

  Business Response

  Date: 10/10/2024

  We didn't own the dealerships when your warranty was cancelled. We purchased the dealerships in December of 2022. If you want to look into it, please email Dawn @  [email protected]

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/14/2024 I took my GLC 300, 2019 car for a recommended service to Mercedes dealership in Rocklin it is called A3 service. Service agent assigned documented it as Dealer recommended (GOLD) Annual maintenance service. On 8/15/2024 I was told my car was ready and it passed all checks and was in perfect condition I paid ******* using my credit card On 8/16/2024 a day after service, while driving on I-80 near ****** the car gave a warning 'cannot switch transmission in reverse' and we smelled smoke.We called road side assistance and car was towed to Mercedes dealership in Rocklin I called the dealership and shared my concern that a car that has ***** miles and was just serviced a day before breaking down with the error was concerning. My concern is something was missed during the service or done incorrectly.On 8/19/2024 I was informed the car needed to replace the transmission and torque convertor and the cost will be close to 16K. I raised my concern that a car with 26K miles should not have a transmission failing a day after it was given a clean check.on 8/22/2024 I got another call and this time I was informed they did a remote diag with the corporate office and it was determined the issue is with Front Differential Seized - Metal in the fluid and new cost is $8043.88 I have requested the mechanics testing report that shows how he identified it was the issue but I am told that cannot be ********* concern is the original maintenance was not done correctly and I am now being given a run to get my car back running. I am very concerned that the dealership is not being entirely honest with me on what they are finding. My request is to look at the issue and help address the concern. I just need my car back in the condition I had given it to the dealerships on 8/14.  

  

  Business Response

  Date: 10/30/2024

  Tell usIn response to the concern raised by ***** ***. Their vehicle did indeed come into our facility on August 14, 2024 for routine maintenance. We performed the maintenance that was due at that time and milage interval that included the following; ********** and filter change, Cooling system and fluid inspection, battery test and inspection, illumination and lighting inspection, Underbody and engine compartment inspection, added fuel system conditioner to the fuel tank, Inspected brake system lines and components, performed engine crankcase cleaning and added oil conditioner, performed fuel and air intake system cleaning service and finally a 4 wheel alignment. None of the items we performed involved the differential and we did not perform any inspection other than for external leaks as it a sealed system. The services performed were by no means inclusive of the entire vehicle but instead focused on the specific needs for that visit.
  On August 17, 2024 the vehicle returned to our facility with shifting concerns and a transmission warning light. The codes stored within guided us to focus on the transmission itself but as the diagnosis proceeded, we discovered the wheels would not turn and that made us investigate the differential as well and we found it to be low on fluid and contaminated with metal. The client was provided an estimate to repair the differential for $8045.00 and they declined.
  We do not feel this is a workmanship error considering the differential has never been the scope of repair for any visit to Mercedes Benz of Rocklin involving this vehicle. We have performed a courtesy reinspection to help determine the root cause at no charge to ***** ***. Which is beyond the extent of our obligation in this matter. why here...

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new MB Sprinter van on 8/23/2019 from MB of Rocklin. VIN: ***************** I also purchased the MB ***************** Warranty 60 months/100,000 miles for $1,250.00. The MB brochure I was given states the *** is "100% refundable if cancelled prior to the expiration of the new vehicle limited warranty" and the salesman confirmed this information. There have not been any claims filed on the *********** instructed, on 5/17/2024 I emailed ***** ******* in the *********************** He sent me a form to complete (wrong company form) which I returned the same day. I did not hear back from him so I emailed again asking for an update on my request. No response to multiple emails and calls. I then tried reaching out to the F/I manager, ****** and the General Manager. ****** sent me a email with a form for the wrong company. Did not answer again. The ** never responded to my request. Also left a message with ******* in the office with no reply.Contacted MB-*** customer **********************. They state this is a dealer issue and they cannot help.Recently I located a "Mercedes-Benz **************** Warranty Cancellation Form" on the internet from another unhappy customer. I have completed this form and emailed it to ***** and ****** in the F/I depart at MB of Rocklin on 8/08/2024.The expiration date for the *** is 8/22/2024. This needs to be resolved by then.Thank you for any assistance you can provide. 

  

  Business Response

  Date: 10/10/2024

  The client used her warranty for some issues she had with her car. The cost of the repair exceeded the amount of the warranty. Mercedes Benz the company is saying there is no refund owed. 

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 .