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:03/12/2025

  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.

  ******** had my car from Thanksgiving week of 2024 until February 2025 when I left my car with them they said my warranty would cover the issue with my car well come January they said it didn't cover it so when I finally came to get my car I was over charged and no one could tell me why I was charged $125 more than wat i was originally told so I take my car home and within 20 mins of getting home my left rear side was lower than the rest of my car and that was supposedly what they fixed so I take my car back now they took all my money and still have my car for another week I get my car back and it still is not fixed so here I am at ******** again trying to get my car properly fixed and I'm still getting the run around I bought this car from ******** in August so outta the 7 months of me having it ******** has had it for 3 months and it's still not fixed

  Business Response

  Date: 03/21/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:06/18/2024

  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.

  This dealership, misled me into purchasing nearly $1300 of unwanted add ons for my purchase in early June. (06/03/24) I purchased an Audi S5 and was not looking to purchase any add ons. The dealer misled me into thinking they were adding service on for free to get my rates down. They never explicitly told me that it would cost me or what it would cost (this was $595). I do not recall ever signing for it either, although it does show that I signed for it. There was another $670 charge that was for some optional add on I do not even recall called Safeguard I dont know what it is and why I was charged for it and I never agreed to it.

  Business Response

  Date: 06/24/2024

  Thank you for bringing this concern to our attention. The management team has been refunded and their contract no longer contains the unwanted products. 

  Thank you. 

  Customer Answer

  Date: 06/26/2024

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

• Initial Complaint

  Date:04/08/2024

  Type:Product 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 2016 *** on 3 / 19 / 24 and had to return it on 3 / 26 / 24 due to car problems like engine tapping, driver side windshield wipers arm was broke and having heating an defrost issues as well, the sales and service management told me they would refund me an send the 900 deposit back within 3 days well today is 4/6/24 and I still have not received it yet . I have called multiple times and now they not answer or responding back

  Business Response

  Date: 04/12/2024

  Thank you for bringing this concern to our attention. The management team contacted the customer to come to a suitable resolution. 

  Thank you. 

• Initial Complaint

  Date:09/21/2023

  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 March 31, 2023, I purchased a GLE53 from the business for the total cash price of *********. Included in the total price, there were extended warranty ($6400) and prepaid maintenance for 3 years ($4260). Initially, I requested a cancellation to the business on May 23 by email and it was replied promptly but I was missing the required pay-off document. On May 24, I provided the required doc through email but I never got a replied again. On June 16, after numerous failed attempt to contact the finance department of the business by phone call, I went to the business in person and met with the ****************** Services Manager. After a coupe of hours, he claimed that the previous financial manager didn't go through with the cancellation and he has started the process over and he has successfully filed the cancellation of both extended warranty and prepaid maintenance, and I should expect to receive the refund within 3 month. On September 11, I sent an email to the financial service manager I met with earlier to ask why I still have not yet receive my refund. He replied on September 12, saying he will look into the matter. Now it is September 20, I still have not yet received any response from the business. Within the contract of my extended warranty and prepaid maintenance, it clearly stated in section 9.1.2 from extended warranty and section **** from prepaid maintenance: "You may cancel this Agreement at any time by submitting to the Selling Dealer or any Authorized Dealer proof of ownership for the Vehicle and a completed written Cancellation Form, which is available from the Selling Dealer or any Authorized Dealer." In conclusion, I believe it's within my rights to demand a response from the business, and a prompt resolution for the matter and refund the money from the cancellation of prepaid maintenance and extended warranty.

  Business Response

  Date: 09/28/2023

  Thank you for bringing this concern to our attention. The case is still under review.We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:09/14/2023

  Type:Billing 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.

  Mbz of ************ leased me a new 2023 EQS450SUV. For this lease we had a prior lease return that MBZ of ************ accepted and stated they would wave/cover the over mileage (***** miles at a rate of $0.25 total balance $2060.83) on the lease return. I worked with **** from the internet sale department and he confirmed the sales manager would take care of the fees. I provided them the invoice and *** and **** forwarded that information to the manager. This was all requested on July 7th. To this date both mbz financial and i are not able to get a resolution to this nor a call back from MBZ of ************. I am unable to get a hold of ANY manager. My account is over 2 months past due and it is effecting my credit history. I need MBZ of ************ to take care of this issue as they stated they would and to reach out to MBZ financial to have my credit report cleared.

  Business Response

  Date: 09/22/2023

  Thank you for bringing this concern to our attention. This case is still under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:07/12/2023

  Type:Billing 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.

  My little SLK convertible top won't go up and close, I came to this ********************* dealer service department to get it fixed. The service advisor ************************* told me the minimal charge for service is $275 when I dropped my car in the morning on 5/5/2023. Later that day, I went back to pick up my car, **** told me cost was $496.80, but he could not explain to me what was the problem, just told me filled hydraulic fluid. He was going to show me the fluid reserve, but could not find it. He asked me to come back and talk to technician **** - he was gone for the day. I did came back the next day and talked to the technician. He said he found the hydraulic fluid was almost empty and filled it up and it worked. He did not even bother to figure out what was the issue since **** just asked to close the top. I saw there was the original charge of $275, plus $171 repair labor, and $46.45 for the fluid. I called **** and ask why I was charged for $275, and $171 since all he did was to fill up the hydraulic fluid. He could not give me an answer, said he needed talk to his boss. But never get back to me. I left two messages later but never returned. I also left two message to *********************** - service manager, and he never got back to me. Looks like they charged me $275 for nothing. I request to get this charge refunded.

  Business Response

  Date: 07/17/2023

  Thank you for bringing this concern to our attention. The case is still under review.We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:03/24/2023

  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.

  To whom it make concern I recently bought a 2017 ******** **** E300 3/2023 that was priced online at $23,995. Although the staff at this location were respectful and kind my concern is over the pricing of the car and service. The price of the ******** online was exceptional as this would be the first ******** weve purchased after years of considering this brand. However at the time of purchase it was brought to my attention that there was a price discrepancy and that the car was actually priced at $26,400. It is unacceptable that the price that was provided and detailed online was not the same price as advertised (picture included). It is unprofessional and not good marketing to have price discrepancy and not honor the price that was posted online despite showing sufficient evidence of the cars initial price. It is also unprofessional that we had no choice but to pay the difference over an error that was not within our control and for that we are extremely disappointed in ******** and Autonation.Secondly at the time of purchasing this 2017 ******** and being pre-approved by our bank it took an excessively moderate amount of time to get through financing when we were pre-approved.Despite our frustration and dissatisfaction **** was an exceptional salesperson and we appreciate his efforts on ensuring that we get the ******** we wanted. We appreciate his time in trying to make things move as smoothly as possible despite the frustration that occurred over the price discrepancy.

  Business Response

  Date: 03/31/2023

  Thank you for bringing this concern to our attention. 

  We have been in contact with the customer directly regarding this purchase. 

  We clarified and discussed in detail that the price for the vehicle was $26,455, which was displayed online and other sites. 

  The customer and family agreed to proceed with the purchase price of $26,455 and was satisfied.

  Thank you.

• Initial Complaint

  Date:10/06/2022

  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 went there because my check engine light went on. My initial complaint was the feeling that my car is decelerating all the time and the feeling of that it might stall on me anytime soon. I was advised that my car needed a repair because of a vacuum leak and found there was an internal malfunction with it. I was told that a turbo switching valve is to be replaced because it is broken. After three days of being "fixed", the check engine light turned on again and it had the very same complaint when I initially brought it there. I was told that I had to pay another diagnostic fee if it is for a different issue even if I have the very same complaint for which I had to fight and was then eventually waived. When they checked the car, they "suggested" another fix with a whopping cost of repair. They did not fix the initial problem I had and now they are saying it has a different diagnosis this time even with the same complaints. They have now "suggested" to replace the electrohydraulic control unit and recheck. Since they did not fix my initial complaint during their first repair and now suggesting another fix for the very same complaint, how are they now sure that replacing this part would fix the problem? Considering the cost of repair is over the top pricey and this is on top of the first repair that I already paid but was never fixed. It's like they are layering and giving me a piecemeal diagnosis without any guaranteed resolution. So let's say I agree to get the car fixed again, after how many days, the check engine light goes on again, same complaints, and then I will get another diagnosis even with the same complaint? It's totally a joke. I had complained to them about my issues and they kept explaining and even told me that I don't know anything about cars. I even conferred these with other technicians and they agreed of the discrepancies and MB just told me that if these techs are not MB technicians or do not work for MB, the they don't know what they

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */ Thank you for bringing this concern to our attention. We have communicated with ******** yesterday and explained to her that these are two separate items and with a car over 110,000 miles and that there may be other things that need attention down the line. We are helping her with the amount due by introducing her to Dignify. Thank you

• Initial Complaint

  Date:09/22/2022

  Type:Customer Service 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 30, I traded ******** to Mercedes Benz of San Jose ************ I traded ******** for $12500.00. During this transaction **************** from the finance department, she gave me copies which she proceeded to put in an envelope for me. I asked about the registration for my car she proceeded to tell me that they would handle it and everything is given to you that is needed. In August I received a toll booth charge dated August 18th. I found that weird because I never went to ******* and I then discovered I couldn't have because I no longer had the car that day. I called Mercedes Benz and a salesman reassured me that the registration takes a while but to send the paperwork and they will pay the toll charge. I decided to wait for a week to give them time. Sent the bill both online and in the mail as they told me. After a week I decided to email ****** she told me to send the transfer of liability that she forwarded to me unsigned. I told her that it seems I don't have that copy in my envelope and she said I didn't need it because they do all the registration stuff through their own dept. I decided to investigate on my own through the DMV and found out through a vehicle history report that they never transferred it out of my name while they had it on the lot or even transferred it to his name til September 8th. So all that time I was liable for anything both the new owner and dealership did with that car. I called ****** and asked her why I was still under the registration and that I will continue to be until someone does the right thing and transfer it into their name. I decided to try to do this myself through DMV plus file a complaint of a violation of not registering a car and keeping it under my name after 5 days of purchase. I am very frustrated. They know what they did was against the law. Apparently, this has happen many times at this establishment. No one has contacted me or made an apology. They still also never paid the bridge toll.

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/28) */ Thank you for bringing this concern to our attention. Our Finance Manager has spoken to the customer on multiple occasions about this concern. The customer has been advised to send a copy of the "Release of Liability' with a copy of the toll charges and inform them she no longer owns the vehicle, as the present owner should cover those charges. The customer also received a computer generated renewal for registration , and has been instructed to send them a copy of release of liability . We did everything in our part regarding ******* transfer . Thank you Consumer Response /* (3000, 7, 2022/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still awaiting letter in the mail or a phone call. I did my part in registering the vehicle after several attempts to get them to finish their part of the transfer. I have not received an apology letter or email or phone call. Accepting responsibility for their actions. Business Response /* (4000, 9, 2022/09/29) */ Customer Service is very important to us and sometimes we tend to fall short of that goal. Please accept our most sincere apologies for any inconvenience you may have experienced due to delay in the transfer.

• Initial Complaint

  Date:07/07/2022

  Type:Product 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.

  Dealer was supposed to refund the cost of a wheel scratch repair. I have been waiting since March. In the process I had a flat only to find out they never gave me the wheel lock key upon purchase of the vehicle. I have made endless attempts to resolve these matters only to be ignored by the dealership.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/13) */ Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within 24-48 business hours. Thank you Business Response /* (-10, 7, 2022/07/15) */ After reviewing the customer's concern, the check was originally requested back in May and was declined. We have requested a replacement check. We will reach out to the customer directly. Thank you.