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:04/10/2025

  Type:Service or Repair 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.

  On December 15, 2024, I purchased a used vehicle for $14,600 and paid cash. As of April 10, 2025, I have not yet received the title nor license plates. The temporary tags are now expired. Multiple attempts to contact the business have gone unanswered.

  Business Response

  Date: 04/17/2025

  Thank you for reaching out and bringing this to our attention. I sincerely apologize for the delay and lack of communication regarding the title and license plates for your vehicle purchase.
  
  I understand your concern, especially with the temporary tags now expired. Please know that this is not the experience we aim to provide, and Im committed to resolving this matter promptly for you.
  
  I am currently looking into the status of your title and registration and have escalated this to the appropriate department. I will follow up with you as soon as I have a definitive update, or no later than [insert specific day, e.g., within 12 business days].
  
  Thank you for your patience, and I assure you that were working to get this resolved as quickly as possible.
  
  Best regards,

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

  Customer Answer

  Date: 04/18/2025

  I am rejecting this response because:

   

  I will accept the response when I am in receipt of the title and registration for the vehicle.  The response is clearly nothing more than a form letter as made obvious by the failure to fill in the text box related to the date in the narrative.  I was, in fact, contacted by the business on April 11, 2025, and assured the matter would be handled expeditiously.  However, another week had passed without a resolution.  I paid for the vehicle in full and failure to provide the title within 15 days is a violation of the California Vehicle Code.  I am at a loss why I am having to deal with this four months after the transaction.   

  
  

  Business Response

  Date: 04/21/2025

  Hi *******,
  
  Our sincerest apologies again for the delay. We do provide a temporary registration valid for 90 days, and unfortunately, the process took longer than expected.
  
  Ive emailed you a copy of your completed registration, and you should also be receiving the hard copy in the mail shortly.
  
  Thank you for your patience, and please dont hesitate to reach out if you have any further questions.
  
  Best regards,
  ******* *******
  

  Customer Answer

  Date: 04/22/2025

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

• Initial Complaint

  Date:04/10/2025

  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.

  I purchased my 2017 Mercedes Benz C300 (VIN# *****************) along with ************* on 07/09/22. The vehicle was purchased from Mercedes Benz of Rocklin.I called the ********************* to make a claim and they are showing NO record of ************* in their system. I was asked to reach out to the dealership's finance department and have the Insurance information sent to them. To date, no has called me back to discuss or resolve this matter.I have been trying to get this information for almost two weeks now. Thank you,******** *******

  Business Response

  Date: 04/17/2025

  Dear Ms. ********************* you for reaching out and bringing this matter to our attention. I sincerely apologize for the inconvenience and delay you've experienced while trying to obtain the ************* information for your 2017 Mercedes-Benz C300.
  
  I understand how frustrating this must be, especially after multiple attempts to get this resolved. Ive escalated your concern to the appropriate team within our finance department and requested that this be prioritized. Someone will be reaching out to you shortly with the details you need, or I will follow up with you directly if there are any updates or documents to share.
  
  In the meantime, if you have any documentation from the time of purchase that references the *************, please feel free to forward it to usit could help expedite the process.
  
  Thank you again for your patience, and I assure you that we are working to resolve this matter as quickly as possible.
  
  ******* *******

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair 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.

  Brought my 2023 Sprinter for battery and back up camera concern, was told that this is negligent maintenance of battery which is not true because battery cannot die after 1 or 2 days sitting on driveway and back up camera is not OEM was charged for inspection $150+ which should covered by warranty and paid $500 for Trickle charger which one is not helping it at all and plus battery wasn't replaced either.

  Business Response

  Date: 02/26/2025

  *******,
  
  I apologize for the frustration you've experienced with the service for your 2023 Sprinter, and I truly appreciate you bringing these issues to our attention. Its important to us that you feel confident in the services we provide, and it seems weve fallen short in your case.
  
  I will personally look into these matters and work with our service team to ensure that your concerns are resolved.
  
  Thank you for your patience, and I will follow up with you soon to provide an update and discuss how we can best resolve these issues.
  
  Best regards,

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

  Customer Answer

  Date: 03/05/2025

  I am rejecting this response because:

  I didn't receive any response from Mercedes of Sacramento yet.

  
  

  Business Response

  Date: 03/06/2025

  Hi *******, 

  After careful consideration we have offered to replace the battery free of labor charges, you would be responsible for the cost of the Battery. ***** has reached out and they agree that this isn't something that is going to be covered under factory warranty. Please let us know if this is something you would like to proceed with.

  Thank you 

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

• Initial Complaint

  Date:02/21/2025

  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.

  SOld me the car without the title in hand it's been more than 2 months I have not received the title of the car. folks who sold the car are not responding to the calls or emails or text messages. There is no accountability from any one at the dealership.They are saying one lie after the other. i paid in full for the car and i am not able to use the car as i am not able to park or drive the car without the title. They have harrassed me by saying lie after another

  Business Response

  Date: 02/26/2025

  Hi Sunil,
  
  I sincerely apologize for the inconvenience and frustration you've experienced regarding the missing title for your vehicle. I understand that this situation is extremely frustrating, especially given that its been more than two months since the purchase, and I deeply regret that you have not received the level of service you deserve.
  
  As I mentioned during or phone call, I am personally working on this matter right away and make it my top priority to resolve it. I
  
  I truly regret the poor experience you've had, and I am committed to making this right. I will follow up with you shortly to provide an update and ensure the matter is resolved to your satisfaction.
  
  Thank you for your patience, and please feel free to contact me directly if you have any further concerns.
  
  Best regards,

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

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair 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.

  I purchased my 2024 Mercedes GLS 450 in end of September of 2024, my sales guy was ***** *********** Finance manager was ****** *****. At the time of purchase ***** couldn't locate the second key but him and ****** assured me if they cant find the key in a few days a new one will be made for me. After going back and for the with ***** I finally had to show up to the dealership to ask why has my new key not sent to me and is where I found ************ manager ****** ******** that ***** had never even ordered a new key and this is after 2 months later so he just lied every time i called or text him and yes i have all the texts saved. after a week ****** got me a new key. Now other issue in early February my 2024 gls is telling me its due for service. Service is good for one year I checked ************** was never done at time of service. I contacted ****** on 2-10-25 for this to be resolved meaning fix your error and service my car correctly. He told me via text he will work with other sales manger and get this resolved asap. I contacted him after a week on 2-18-25 to check status and no reply. At this point this dealership is a scam they are poorly ran and employees lie and lie to just sell you a car and then act like its not there responsibility. I want my GLS to get serviced correctly. 

  Business Response

  Date: 02/26/2025

  Dear ********,
  
  Thank you for bringing this matter to our attention, and I apologize for the inconvenience and frustration you've experienced.
  
  I want to acknowledge the issues youve mentioned regarding the second key and the service history of your 2024 Mercedes GLS 450. It is certainly not the experience we aim to provide, and I deeply regret the miscommunication you had with Ammar *********** ****** *****, and ****** ********. I appreciate you sharing the details of the situation, as this will help us ensure that this does not happen again.
  
  Regarding the key issue, I sincerely apologize for the delays and confusion caused by Ammars failure to order a new key as promised. While Im glad ****** was able to help resolve the situation, I understand how frustrating this entire process has been for you.
  
  As for the service matter, its concerning that your vehicle was not serviced as expected when it was due. I understand that you reached out to ****** on February 10, 2025. Please know that Im personally looking into this and will ensure that your vehicle is properly serviced without further delay. Your satisfaction is our priority, and I will make sure this is resolved promptly.
  
  Again, I sincerely apologize for the frustration and inconvenience caused. I will be in touch with you shortly to confirm the details of your service and make sure everything is handled to your satisfaction.
  
  Thank you for your patience, and please dont hesitate to reach out if you need anything further.
  
  Best regards,

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

  Customer Answer

  Date: 02/27/2025

  I am rejecting this response because:  Hey Mr. ******* *******,

  Glad you reached out to me yesterday (2-26-25) via phone call glad we were able to talk about all the issues I have had at your dealer ship and clear that it was **** Colts who had helped me with the key issue. Now I am just waiting on your call after you said you will talk with your service manager and what services should have been done I didnt know on *** cars certain service like a oil change is not done is its under certain miles, I figured it was normal protocol to service a car before sale. Well waiting on some good news from you today (2-27-25) as I want to resolve this in a timely manner. I am businessman so I time is valuable to both of us, I hope this gets resolved professionally and in a timely manner. 

  
  

  Business Response

  Date: 02/27/2025

  Hi ********,
  
  Thank you for reaching out, and I'm glad we had the opportunity to speak yesterday. I appreciate you taking the time to share your concerns, and I'm pleased we were able to clarify the key issue involving **** *****.
  
  I also understand your concerns regarding the service protocols for CPO vehicles, and I appreciate your patience as we work to address this matter. As discussed, I am in touch with our service manager to review the services that should have been completed, and I will update you promptly with the next steps.
  
  I value your time as a fellow businessman, and I am committed to resolving this issue in a professional and efficient manner. I will ensure that you receive an update today, and we aim to resolve this matter as quickly as possible.
  
  Thank you again for your understanding and patience.
  
  Best regards,

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

  Customer Answer

  Date: 03/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.   I was able to talk with ******* ******* twice and come to the best resolution possible where he offered to do service A on my gls eventhough car was showing service B due, but with the low miles it probably just needed a oil change and not any other filters which ******* suggested. I took my gls in yesterday 3-4-25, was able to coordinate everything with **** *****. Btw he was excellent as always had clear communication throughout the day. I picked up my car **** expalined that all filters, brakes and tires and all fluids were good. so overall I am happy with the outcome. thanks guys.
  
  

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair 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.

  On September 24, 2024, at approximately 9:00 AM, I dropped off a 2020 Mercedes Sprinter Van 2500, at the Mercedes-Benz dealership in Sacramento for a recall service. Upon retrieving the vehicle on September 27, 2024, at approximately 4:00 PM, I noticed items inside the van had been moved. Additionally, certain electronics, including a pair of Beats earbuds, were missing.After realizing the items were missing,I pulled over. Upon further inspection, it was discovered that several tools had also been taken from the back cargo area. Immediately after the discovery, I contacted the service advisor, ****** *******, at Mercedes-Benz of Sacramento, and was advised to return to the dealership to speak with Mr. ****** *******, the service supervisor. An inspection of the van revealed no damage to the locks, doors, or windows. Mr. ******* instructed, I to provide an email with a complete list of the missing items tools and their estimated cost. He indicated that the dealership would escalate the matter to corporate to address the situation. As of 2/7/2025, have not heard anything back from the dealership. Ive have try many time to contact them with no reward.

  Business Response

  Date: 02/17/2025

  Dear *****,
  
  Thank you for sharing the details of your experience with us. I sincerely apologize for the inconvenience this situation has caused you. I understand how frustrating it must be to have your items go missing and not receive any updates from the dealership after following their instructions.
  
  We take these matters seriously, and I assure you that your concerns will be escalated. I will personally look into this case and reach out to Mercedes-Benz of Sacramento to gather more information and ensure the situation is addressed promptly. I will also work on ensuring you get the attention and response you deserve as soon as possible.
  
  Again, I sincerely apologize for the lack of communication so far, and Ill do everything I can to help resolve this for you. Thank you for your patience.

  Thank you,
  
  ******* *******
  General Manager
  Mercedes-Benz of Sacramento
  Envision Motors
  *****************  Sacramento, CA 95825
  Office: *************
  ************************************

  
  

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair 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.

  In August of 2024, I traded in my 2021 Mercedes GLC 300. I had purchased pre paid maintenance (1 unused service left), the portfolio package, GAP, and extended warranty.I worked with ************************************ ***************************** in August and was reassured she will send my cancellation to Envision. On 10/28/24, I went to the dealership to follow up and was told they never received the paperwork. The paperwork was once again completed. On January 14, I followed up again with Mercedes (***** T), and was told he will check on the cancellation. I have yet to hear anything back. These are full services I paid about $7,000 for and have not been reimbursed for the remainder due to me at the payoff and sale of my vehicle. I will not allow this business to steal money out of my pocket. I will also file a complaint with *** until I get my money back. **paperwork completed is missing: portfolio, GAP, and extended warranty (only PPM is listed, 4 total).

  Business Response

  Date: 02/18/2025

  Dear *******,
  
  Thank you for reaching out and for your patience regarding this matter. I sincerely apologize for the delays you've experienced with your cancellation process and for any inconvenience caused. I understand your frustration, especially after multiple follow-ups and the time spent trying to resolve this.
  
  Ive reviewed the details youve provided, and I will immediately escalate this matter with both Von Housen and Mercedes to ensure the proper cancellation paperwork for the portfolio, GAP, and extended warranty is processed. Rest assured, I will personally take charge of this to make sure the reimbursement is handled promptly.
  
  I understand how important it is to resolve this, and I will continue to monitor this closely until you are reimbursed for the full amount. Please expect an update from me soon regarding the status, and feel free to reach out at any time if you have additional questions or concerns.
  
  Thank you for your understanding and cooperation as we work to resolve this.
  
  Best regards,

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

   

   

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair 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.

  I bought a Mercedes Benz gle 350 from Mersedes Benz of sacramento on 1-18-24, it was a third row vehicle I was searching for and the salesman named **** *****, quickly sold me this vehicle bluffing and lying along the way. It had 46k miles on it which was my biggest concern, to that **** assured me this vehicle is dealer certified and will automatically have an additional 2 year warranty past the original 50k warranty expiration. He even calculated the month and year for me when those additional two years will expire. He also promised to fix the tear in the drivers seat within days after my purchase which has also never happened. You are buying a used car from a dealership what are your worries ****? - his exact words. 7 months down the road the vehicle experiences catastrophic engine failure and after getting it towed to the dealership and getting diagnosed I get presented with a 33k repair quote and am told my vehicle is not under any warranty. The dealership has since not resonded to any of my concerns, emails or calls and has not provided me with a fair resolution to the issue. The salesman, **** who sold and cheated me out is conveniently no longer working for Mersedes Benz of sacramento. The vehicle has been sitting at the dealership now for over 3 months After extensive research on the engines issue turns out it is a known problem for this engine and should have been disclosed to me at the time of sale. As well as I should have been offered an extended warranty on this vehicle which had I know it did not have I would have purchased I am seeking for the dealership to extend the sale of an extended warranty to me so that the vehicle can be repaired under warranty or I am Seeking a refund or a replacement of this vehicle for another one equivalent to my purchase

  Business Response

  Date: 02/01/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns with us. I sincerely apologize for the frustration and inconvenience youve experienced with your Mercedes-Benz GLE 350. I understand how important it is to feel confident in your vehicle purchase, and it is clear that we have not met your expectations in terms of both product quality and customer service. For that, I truly regret the situation.
  
  First, I want to acknowledge that the issues you've described with the vehicles engine failure, warranty coverage, and lack of communication from our dealership. We take your concerns very seriously and would like to resolve this matter as quickly as possible.
  
  Regarding the engine failure and warranty issues: I understand that you were assured by Mr. ***** that the vehicle would have an extended warranty, and I sincerely apologize if that information was not conveyed accurately. It is important to us that our customers have all the information they need to make informed decisions. We will need to review the details of your vehicles sale and warranty status to understand what went wrong.
  
  As for the issue with the tear in the drivers seat, its concerning that this promise was not fulfilled, and I will look into this further to understand what caused the delay.
  
  Given the severity of the issue and the fact that your vehicle has been sitting with us for an extended period, I will prioritize this matter.
  
  I would appreciate the opportunity to speak with you directly to address your concerns and clarify the next steps. Please let me know a convenient time for us to discuss this matter in more detail, or feel free to contact me directly.
  
  Once again, I apologize for the experience you've had with us so far, and I appreciate your patience as we work toward a resolution.

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair 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.

  My car was towed to the facility on 12/1. On Monday they informed me they needed to do a diagnostic. They came with a quote of 11k. On Tuesday or Wed the service advisor was in a car accident. I told them I will get the repairs elsewhere. I wanted to come and have my car towed out. I called every day there after. No response. The following Monday I went to the dealership at Opening and a new advisor told me to bear with them and someone would call me. Now its Wednesday 12/11 a female ******** said I can send a tow truck. When my toe truck got there the tow truck driver was told that they cannot find my car. I am a single mom that needs to go to work and provide for my child I need to get my car repaired and back in my possession

  Business Response

  Date: 12/28/2024

  Hi ******,

  Im truly sorry for the frustration and inconvenience youve experienced with our Service Staff. I understand how important your vehicle is for your daily responsibilities, and its clear that this situation has not been handled as it should have been.
  Ive reviewed your account, and Im sorry for the delays and lack of communication you've encountered. I understand that you were told to expect someone to reach out, and unfortunately, it appears there have been further missteps. The fact that your car cannot be located when the tow truck arrived is unacceptable, and Im taking immediate steps to ensure we locate your vehicle.
  Please know that we are prioritizing your case, and I will personally follow up with the team to make sure your car is located, and that we facilitate the towing process as quickly as possible. Ill also make sure to keep you updated on the progress. Your situation is very important to us, and well do everything we can to resolve it.
  Either myself or my Service Manager ****** will be in touch shortly with a status update and to ensure we are able to move forward with getting your car back in your possession.

   

  Thank you,
  
  ******* *******
  General Manager
  Mercedes-Benz of Sacramento
  Envision Motors
  *********************************************************************
  Office: *************
  ************************************
  

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair 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.

  The sales agent lied and ran my report with out my consent I want it removed

  Business Response

  Date: 01/04/2025

  I hope this message finds you well. I wanted to address the recent issue regarding the sales agent running your report without your consent. I understand your concern and sincerely apologize for the inconvenience this may have caused.
  
  Thank you for bringing this to my attention, and please let me know if there is anything else I can assist you with. I will also investigate the situation further to ensure such issues do not occur in the future.

   

  Thank you,
  
  ******* *******
  General Manager
  Mercedes-Benz of Sacramento
  Envision Motors
  *****************  Sacramento, CA 95825
  Office: *************
  ************************************