ComplaintsforMercedes-Benz of Danbury

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  When the finance girl tried to sell me the prepaid maintenance plan, I explicitly asked her if the plan is refundable at any time in the future. She answered yes and I can get refunded if I don't like it any more. Now I find out that is a lie and it is not refundable. She also lied about the current prices of the A, B services to me to make me feel it was worth it to buy the prepaid maintenance. It is totally a fraud.

  Business response

  07/19/2024

  Hello, Mr **** **** did purchase a pre-paid maintenance plan through us for Mercedes Benz ***.S he was correct that the plan is refundable if you have not used it. When our Finance Manager, Marie Contreras, received a call to cancel this plan, we were in the middle of the *** shutdown and had no mechanism to cancel the plan. Now that *** is back up and running we are able to cancel the plan and did so yesterday.

   

  ***** *ill pay us the reimbursement and once we receive it we will reimburse Mr **** the full amount of the plan he  paid- $3090.00.

   

  This could take 4-6 weeks before we receive the reimbursement and will send to Mr. **** as soon as we receive the money from *****.

   

  regards,

   

  Joe M******

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 20 Jun 24 I dropped my car off to release the stuck passengers side hood latch that was preventing the hood from opening. Was supposed to be finished by EOD 21 Jun. Was not available until 24 Jun. Upon discussion with Ben from the Service Dept, he informed me of a $487 charge for work to my car. The price included: 3 men (including the foreman) using 2 full hours of on the clock time to bring my car up on lifts (10 min), take off two covers concealing the final destination of the latch;the splash guard and 1 smaller protecting cover (5 min each), then finally taking a small dental tool and gently pushing up on the cable/latch system until it releases (2 min). This is a total of a 22 min job. While edited, the ******* video titled, "How To Open Stuck Hood Mercedes Benz ******* **** **********" with a 5:36 min time stamp, fully outlines the exact steps to solve my issue. This video takes a 2006 ***** a car only 1 year older than mine (still 3rd gen e350), with the passenger side latch stuck, outlines how to open this car with 2 men, under 30 min (approximated before editing). If the shop floor then used 6 minutes to watch this fully public video end to end, it would bring their total time working on my case to 28 min, just under the 30 min mark for this simple car repair. My case is objectively not a job that would take 2 hours to complete with the likes of 3 men working. This video shows 2 men (not including cameraman) taking less than .5hr to complete the same exact job. h********************************************************************* I was unable to receive the mechanic's notes upon request due to a "nationwide breech" of the ERP system, CDK, which ransom be paid in order to restore usage. The breech happened 19 Jun, exactly 1 day before dropping my car. I was not notified of the attack until after picking up my car. In lieu, there are no records I possess explaining why my repair took so long. They have a word doc, unwilling to give it.

  Business response

  07/18/2024

  Hello,

  The customer, ***** ********** was billed for 2 hours of work total. This was a very difficult issue opening this frozen hood without causing damage. The you tube video *** ********* is referring to, shows it to be an easy task but if it was that easy everyone would do it themselves. It took our shop foreman, one of our top techs and a helper the better part of two hours to properly open the hood. we only charged for 2 hours for 1 person.

  The lack of paperwork was due to the nationwide shutdown of *** affecting over 15,ooo auto dealers. during the ransomware shutdown we were logging everything by hand but could not clock in or out of the system.

  This was a valid and legitimate charge.

   

  Regards,

   

  Joe M******

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a vehicle and was told it was in good condition and that there was nothing wrong with it but when it was delivered the check engine light was on and the AC reverted to MAX HEAT. I called and tried to speak to a salesperson who she said was out then I asked another sales rep who she said all were on break. I asked for a manager and she hung up on me. I called back and asked to speak to her manager and she said they were on break I asked for her name, and she hung up on me. I called and spoke to someone in the service department, and they tried to get a hold of someone in finance. I was still waiting for a callback.

  Business response

  07/10/2024

  Subject: Response to Better Business Bureau Regarding Customer Complaint- ******* *********
  Dear BBB Representative,
  We appreciate the opportunity to address the concerns raised by ******* ********* regarding their recent vehicle purchase. Our records indicate that the vehicle was sold under an "as is" condition, which was duly disclosed and acknowledged by the customer at the time of purchase.
  Regarding the specific issues mentioned:
  Check Engine Light: As the vehicle was sold "as is," it was understood that the buyer assumes responsibility for any mechanical issues post-purchase. However, we are willing to provide assistance in diagnosing the issue as a gesture of goodwill.
  Inoperable Sunroof: Similarly, the functionality of the sunroof was known to the buyer at the time of sale, and its condition was reflected in the price negotiation.
  We take customer satisfaction seriously and regret any inconvenience experienced by ****** *********. We have discussed directly between our pre Owned Manager and Mr *********. Mr. ********* seemed to understand that we offered to diagnose the issue or he could take the vehicle to a ******* Dealership for diagnosis and then discuss repairs needed with us. While the sale was conducted in accordance with industry standards and legal requirements, we remain committed to resolving the matter amicably. Please find enclosed the signed proof of the "as is" disclosure for your reference.
  Please feel free to contact us directly at ************************, ###-###-#### to discuss this matter further or to facilitate any necessary arrangements for inspecting or servicing the vehicle.
  Thank you for your attention to this matter.
  
  
  Joe M******    
  General Manage
  Mercedes Benz of Danbury
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle had an emission modification performed on 2022-12-07 and mileage at 83875 miles. This vehicle has an extended warranty of 10 years/120,000 miles from the initial sale date or 4 years/48,000 miles from the date of installation of the Emission Modification. Location of emission modification done at ****** ******** *** * ******** **** * ** ***** ( ***** * ***** *** ) Ph ###-###-#### .. email r********************* On January 31th , 2023 .. I picked up my car from above location... Soon as I started my car engine , it showed all engine lights showed up . ( that were not happened before i dropped off on 01/26/2023) I complainted to the supervisor .. He didn't do anything to fix the issue . I noticed my vehicle still leaking DEF fluid a lot .. I contacted to Mercedes customer service .. They made an appointment with Danbury Mercedes Benz ( Delaler ) to confirm all modifications were done properly . . I dropped my vehilce at *** ******* **** * ******* ** ***** on May 18 , 2023 Appointment . phone ###-###-#### email ********************** ******* Dealer asked me to pick up my vehicle on 06/08/2023 . Soon as I started driving , my vehicle is still in LIMP mode ( moving only less than 2 miles per hour ) . Danbury Dealer did not response my inquiries and refused to repair my vehicle's emission issue . I truely believe that Both dealers did not follow the Test protocol of the Consent Decree ( including real-world testing with PEMs & my vehicle still have defeat devices . Please kindly review and assist me to resolve the emission modification failure .

  Business response

  08/16/2023

  Client requested diagnosis and asked that we check for warranty coverage. We performed the diagnosis and reviewed warranty extensions or any applicable warranty associated with his VIN.  The failed component does not have a warranty through the manufacturer. We provided an estimate for repair.  As noted by the client, another repair facility (not affiliated with our store), apparently mentioned this as well - the component that has failed does not have any warranty. 
  
  Client has been advised there is no warranty extension on the failed component. Therefore we are unable to replace the component at no charge. 
  

  Business response

  08/16/2023

  Client requested diagnosis and asked that we check for warranty coverage. We performed the diagnosis and reviewed warranty extensions or any applicable warranty associated with his VIN.  The failed component does not have a warranty through the manufacturer. We provided an estimate for repair.  As noted by the client, another repair facility (not affiliated with our store), apparently mentioned this as well - the component that has failed does not have any warranty. 
  
  Client has been advised there is no warranty extension on the failed component. Therefore we are unable to replace the component at no charge. 
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Sir/Madam, I am writing to lodge a formal complaint against Mercedes Benz of Danbury in relation to the extremely poor service I have received regarding my truck's repair. The vehicle was brought in for service in November of 2022, and it has now been an astonishing 10 months without any communication or resolution. This level of service is unacceptable for any dealership, and especially so for a prestigious brand like Mercedes Benz. Since leaving my truck at Mercedes Benz of Danbury for repairs in November, I have been diligently trying to get updates on the progress. However, I have not received any meaningful communication from the dealership. My phone calls and emails have gone unanswered, or I have been given vague promises that my case is being looked into without any follow-up. After finally speaking with the General Manager, Joe, and the Service Manager, Moya, I was informed that even after this extended period, they still do not know what is wrong with my truck, and they are unable to fix it. This level of incompetence and inability to diagnose and repair the vehicle is deeply concerning and completely unacceptable. Throughout this ordeal, I have been treated with a complete lack of empathy and respect. The dismissive attitude and lack of genuine concern for my situation have only added to my frustration and disappointment with the dealership's customer service. I firmly believe that the Better Business Bureau can assist in resolving this matter and hold Mercedes Benz of Danbury accountable for their lack of professionalism and customer service. I expect a thorough investigation into this case and an appropriate resolution to be reached. Thank you for your attention to this urgent matter. I sincerely hope for a swift resolution. Sincerely, ***** *******

  Business response

  08/10/2023

  **** ******* **********
  
              *** ******* *** ****** ***** represents Mercedes-Benz of Danbury (the “Dealership”) in the above-referenced matter.  Our client forwarded to us your letter dated July 24, 2023, which included the consumer’s complaint. 
  
              The Dealership reviewed the consumer’s allegations, reviewed their records, and disputes the allegations made by the consumer.  Nevertheless, the Dealership is interested in maintaining goodwill with their customers and has contacted the consumer to discuss an amicable resolution of the consumer’s concerns.  The Dealership and consumer are in ongoing discussions regarding such a resolution. 
  
              Thank you for your assistance.  Should you have any questions, please contact the undersigned.  

   

                                                                                      Very truly yours,
  
                                                                                      ******* *** ****** ****                                                                                             *** ******* ** ****** ****
                                                                                            ******* ** ****** ****

  Customer response

  08/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: Please see attached
  
  Sincerely,
  
  ***** *******

  Business response

  08/28/2023

  ****** *** ****            ******* *********                                                                ****** ******** ****** ** ****** **** ********* *********** ***** ***      ********* ***** *******             ********* ************* ** *******             ** * ******** **** ******* **********
              We represent Mercedes-Benz of Danbury (the “Dealership”) in the above-referenced matter.  We are in receipt of your letter dated July 24, 2023, which included the consumer’s complaint.  Our client confirmed to us that they have spoken with the consumer and amicably resolved the consumer’s concerns.
  
              As this matter has been resolved to the consumer’s full satisfaction, we respectfully request that you update your records accordingly and close your file with respect to this matter.
  
              Thank you for your cooperation and courtesies.  Should you have any questions, please contact the undersigned.  
  
                                                                                     Very truly yours,
  
                                                                                      ******* *** ****** ****                                                                                     ****** ******* **********                                                                                          ******* ** ****** ****

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Most horrible service department. My vehicle has been with them since Dec26th, the insurance estimator provided his estimate on the 29th of December 2021. The Collison center took their own sweet time and now the service department have had it for more than 2 weeks and every time I call , there is some part they need to order. Whoever is my service consultant never called me back neither did the Service manager after multiple tries to reach her. Most horrible experience at a Benz service. I have told them multiple times I dont have rental coverage but they dont care, its been over six weeks now ( February 1st, 2022) and still dont have eta for my vehicle.

  Business response

  02/25/2022

  Our dealership performed some sublet mechanical repairs in conjunction with the collision center where the vehicle was brought after an accident.  Supplement requests, approval, and hidden damage with car accidents can cause unexpected delays. When additional work is required, repair facilities are unable to proceed without insurance company authorization to move forward. We fully empathize with the situation.     
  
  We worked closely with the collision center to supply them with timely supplement estimates, documented with photos where applicable and perform work required, when approved by the insurance company.  This particular insured’s policy did not carry any rental reimbursement coverage, understandably adding to their frustration.

   

  We will continue to support the collision center, and work with their insurance company as needed. We have the same shared goal; to have them back in their repaired vehicle as soon as possible.

   

*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. ↩