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:11/13/2024

  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 was coerced/forced into making a deal so another deal could be made. I didn't want to make the deal but they said I had to so we could roll over the warranty and sales tax and finally the ancillary sales tax to roll over to the other three cars I bought in 5.5 months. I still need a refund of $10890.45 for the warranty, sales tax, and ancillary tax I paid on the car and did not get my money back. I the letters I sent an explanation of what happened. The taxes and pricing are all over the place and must be looked into. The ******** ******* told me to contact your division about this and they said they would send you some information about this problem with Mercedes Benz of Gainesville *** ****** *****

  

  Business Response

  Date: 12/03/2024

  ******

   

  We  personally sat down with **** ***** multiple times. The last time was in the finance office and printed the three transactions for her.  We went over them line by line and showed her exactly where the refund for each refundable product she purchased was applied on every transaction. We spent over a hour and a half going through it all.  When she left the finance office she took copies of everything we discussed with multiple notes made by her and ***** showing the breakdowns.  She stated she needed to talk to someone else about it and go over everything with that person.  It is my understanding that someone is coaching her during this process and not knowledgeable of how it work's.  Everything was disclosed properly on the paperwork as well as fully explained in detail to her.  If you have other questions please let me know.

   

   

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

  General Manager/Managing Partner

  Mercedes-Benz of Gainesville

  ************* : Office

  Customer Answer

  Date: 12/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

   I worked hard to get the car of my dreams but This Merecedes Benz of Gainesville *** is not telling the customer all the truth on the cars deals that their sale people tell the customer like me  the details on the deal like the final pricing of the car, tags, titles, sales tax, warranties, and why this cost me more for them to do and any more charges that they make with you to get the deal done, and they lie to you and teach their  sales people to lie to you also. And now all my witness that worked for them they fired and got rid of them and how convenient is this for them.   All of the lies are to their advantage to make a sell.  This cost me a lot of grief and money, time, and it is hard to like my new car with all the problems I had with them.  I hope this will not happen to anyone else. I car is a big expense like a house it should be a great Experience for you. 

  ****** *****

  Regards,

  ****** *****

  I sent a response on 12/4/2024 at 12:04pm please note

  

  Business Response

  Date: 02/03/2025

  I am sorry she feels that way. We too have spent many hours on trying to resolve this, but we're unsuccessful. I wish her the best.

• Initial Complaint

  Date:08/07/2024

  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 purchased a car in early 2024. I was asked to provide money for tag and registration, which I did. Any overpayment would be refunded. I opened my mail a couple of months later to find the check they sent to me for $17.65 was void after 20 days. I have been trying to get their **** office of the Morgan Group to return my call and they will not after four calls. The finance manager in gainsville asked them to reissue and they have not done that either. I would like a call to resolve this issue and get my $17.65. Perhaps Gainsville can pay it out of ***** cash since Morgan Group apparently will not return my call.

  

  Business Response

  Date: 08/22/2024

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

  I will gladly send you a new check for $17.65. Is the mailing address the same.

   

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

  GENERAL MANAGER

  MB OF GAINESVILLE

  Customer Answer

  Date: 08/23/2024

  Thank you.  Address is the same as when I purchased the new car.

  Customer Answer

  Date: 08/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22102276

  I am rejecting this response because:Thank you.  Address is the same as when I purchased the new car.

  Regards,

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

  

  Business Response

  Date: 08/23/2024

  It was mailed out yesterday..

• Initial Complaint

  Date:07/30/2024

  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.

  On or about 22 May 2024 I purchased a 2018 **** Raptor from Mercedes-Benz of Gainesville. The salesperson *********************** who sold the truck to me was also the previous owner. He pointed out to me the new tierod on the right side and the new tires all around the truck.30 May 2024 1) Hill start assist warning 2) Hill decent control fault 3) Service AdvanceTrac 4) Pre Collision assist warning 5) Collision warning 6) Steering issues etc all on and the vehicle would not handle or respond safely. ***** advised me to take to **** for repair.4 June, I took it to **** and had a $998.00 repair completed. Repair cam bolt and nuts for left and right side (found right lower control arm sliding back and forth in control arm bracket. found right front lower control arm cam bolt loose. recommend replacing both front lower control arm camber bolts and performing alignment and test drive.) 6 June, **** couldn't align the truck and needed further assessment. ****s needs to replace control arms on right side an approximate $3,400.00 repair. *********************** authorized this repair but I talked to ***** who said not to let them repair it and that his shop at Mercedes-Benz of Gainesville could do that work way cheaper for the dealership.Once the 2018 **** Raptor was back at Mercedes-Benz of Gainesville and assessed. ***** decided it would be best to undo the deal and take the truck back. ***** assured me that I would have no out of pocket expenses because it would be handled with my bank (USAA) and undone to Point of Sale (POS). I explained that I owed my payment on July 1st and ***** said oh if you have to pay it it will be returned back to you when we pay it off. ***** also expressed concern over how his shop missed these issues and that usually new tires hide things like this for a while. As of today there is still $816 dollars owed on the loan that was either interest or under paid, either way if undone to POS (as promised) I wouldn't have a balance. This was a fraudulent sale.

  Customer Answer

  Date: 07/31/2024

  The loans balance of $816 has been paid off as of this morning. I consider this closed and appreciate the resolution. 

• Initial Complaint

  Date:03/28/2024

  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 had contacted the dealership regarding the new station wagon. The dealership did not have any inventory of the new model. I had told the dealership that I needed a car in the interim as my daughter was turning 16 and she would be driving the car I was currently driving. The general manager, ****, told me that I could buy this car now and he would buy it back for the same amount and apply it to the new car in 3 months when they became available. Nothing ever happened and I essentially over paid by $25,000. When I contacted him to discuss the issue he has avoided my call and there is no resolution. I am a female first time car buyer and was totally taken advantage of.

  

  Business Response

  Date: 04/10/2024

  Mercedes Benz of Gainesville will not buy the car back. She ordered a new 2024 E-class wagon. That car is not released yet.

  No promises where ever made to buy back the car for what she paid for it. Would prefer her to take business elsewhere 

  if she is that unhappy with things.

   

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

  General Manager | Managing Partner

  Mercedes-Benz of Gainesville

  ************* : Office

• Initial Complaint

  Date:01/08/2024

  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 had my 2006 ******** towed to the dealer it was during hurricane I explained my car was fine till I stopped at a rest area and battery died because my key was in off position. AAA JUMPED ME car went a foot ball field and lost power. It wasn't charged enough. I explained all to fep when it was towed I was with it . They called a Uber I took about 3 bags from my car I was on my way out of town. I no more was gone hour get call engine seized. I knew it was wrong. I couldn't come back for my stuff because hurricane they were. Getting ready. About Tuesday next week I came got rest of my bags after realizing I wasn't going to pay ****** for a new engine and they wouldn't look any further at my problem I came to get my stuff lic plate other stuff in car have it towed to another dealer . It was later I realized I was missing my stuff. I tried to get my insurance to handle it they refused I ask the dealership to pay for my bag made police report. They Deny making a wrong diagnosis on my car it ended up needing a transmission not a motor but they are going to have me pay with out telling me why they said motor seized or anything. Also they blow me off been talking to ***** get a run around now they send me to voicemail and I'm not going away . They are rude . They claim they didn't charge like I should be happy they didn't do their due diligence . Treat me like a customer instead my car was older so forget me I guess.. I'm sure I'm not the only one. I even was going to ask for what I paid not replacement price for my stuff . Some stuff I got worked out by phone insurance ECT. My value of stuff missing was about **** I ask for 935 I

  

  Business Response

  Date: 01/22/2024

  The owner had the vehicle towed in due to a no start condition on 08.29.23. We performed our initial diagnosis and found that we would need further time to determine the cause of the no start concern. We brought the owner into the shop and helped her while she unloaded items from the vehicle, we then provided transportation for the owner back to the hotel she was staying. As a courtesy, we performed the initial **** hours of diagnosis time (a value of $499.87), at no cost to owner to help her situation, within the initial **** hours of diagnosis, we determined that the engine could not be manually turned over, we removed the starter and performed a stall test the starter checked good, we checked the ignition system we could see the actual values changing when turning the key to start meaning the ignition system was operating normally. We checked all the fuses related to starting the vehicle (Circuit 50). All checked good. We checked the oil level, we found that the oil level was slightly overfilled. Based on our initial diagnosis, the vehicle appeared to need a motor, however we told the owner the only way to know would be to start disassembling the vehicle to the point of failure in which the owner declined. The owner requested an estimate for the replacement, and we provided the estimate as such. We advised that based on the year and mileage of the vehicle it may not worth investing those type of dollars into the repair. The owner declined and had the vehicle taken to another repair facility, The owner reached back out in December, 4 months later, with the claim of the items missing. We advised that we would not be able to responsible for the items missing at this time based on the time frame in between the vehicle being here at the dealership and at the time the vehicle was towed to the other facility.  

  Customer Answer

  Date: 01/29/2024

  It has not been resolved I sent you why I wasn't accepting. What they said don't close this o never resolved a6 you all always do this crap 

• Initial Complaint

  Date:06/20/2023

  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.

  I haven’t had Wi-Fi service in my Mercedes that cost over $****** for four months. I put in a ticket and it was a T-mobile international. Is the one that you pay for the hotspot? They said there’s an internal problem and they’re working on it. I spoke to Mercedes and they did nothing about it. I’ve had problem at the problem over and over with Mercedes me connect.. can you please help me resolve these issues. also, another notification that says privacy warning comes up about the Internet. It will not open the website. I never had a problem before until these last 4 1/2 months.

  

  Business Response

  Date: 06/20/2023

  This is a T-mobile issue their signal does not reach well in Gainesville or central Florida.I personally canceled it.

  I do not know why T-mobile is saying its a MB software issue.

   

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

  GM Mercedes-Benz of Gainesville

  

  Business Response

  Date: 06/23/2023

  I am sorry you feel that way *****. Here is a phone number that directly puts you in touch with Mercedes-Benz technical support

  1(800)367-6372.They might know an easy fix or have delt with a similar issue on the GLC.I am not passing the buck its an internal number we use 

  when dealing with technical issues such as this.

   

  Have a great weekend,

  **** *******

  Customer Answer

  Date: 06/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20203531

  I am rejecting this response because: Mercedes me connect has been notified over and over. I spoke to about 15 different people via they had me upload what the message was saying for Wi-Fi and forward it to them which is says privacy warning in big red letters, and the other one says no Internet connection. once I realized we approach to four months it will not be going over to five months next month. I thought I would give you guys a call . It worked in the past for about nine months. They claim they would pass on what I uploaded engaged to them to the technical support team and that was it and I’ve done it several times with different representatives. That is their answer all the time.

  Regards,

  ***** *****

• Initial Complaint

  Date:05/22/2023

  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.

  Brought a 2016 CTS in to the business for a routine oil change, tire rotation and alignment. Service was performed by tech *****. Invoice states tires were rotated and balanced, oil and filter changed, brakes and tires checked, vehicle washed and vacuumed. This was all done under the maintenance package purchased with the vehicle. Upon receiving the vehicle back and driving it back to ***** from ***********, it was discovered that none of the tires had been rotated. There's one off brand tire on the front passenger side with curb rash. The same tire and wheel was still on the front passenger side and had not been rotated. The vehicle had not been washed, nor the wheels cleaned as there was still break dust on them. Further more, this gives greater concern none of the other maintenance was completed either. Customer number on receipt is *****. Service Advisor was ******* ***** who there were no issues with. However, the tech who stated the maintenance functions were performed is lacking in credibility.

  

  Business Response

  Date: 05/22/2023

  I have no problem if ** ***** wants to come back in and we finish the job.

  I truly apologize for any inconvenience to him, tha'ts not how we do business. Please see myself or *** *** to complete this service properly.

   

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

  Customer Answer

  Date: 05/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ****** *****

   

• Initial Complaint

  Date:11/15/2022

  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 purchased a 2019 dodge ram truck from the dealer the prices was 39,999 with 2,500 down on the truck. They put me on a loan with ******* *** auto finance . They loan is for 48.999 dollars the truck isnt worth 48,999. I have called and tried to get the title and sale purchase of the truck. But they are not answering my calls and refuse to email me my sale and purchase agreement and warranty information for the vehicle because the vehicle is no longer running and i need the correct warranty info. I need them or ******* *** finance to produce the title for the truck so i can get the true price . They never gave me the paper work for the truck they told me it was too much too print so they put it on a flash drive for me . But the flash drive was blank so i have no record

  

  Business Response

  Date: 11/15/2022

  Mr. *********,

   

  I  apologize no one from my store has responded to you. That's not how we do business. You bought the Truck 13 months ago and financed through ******* ***. We don't provide titles here that is between ******* *** and the ***** ** *******. Also once you have completed all the payments or payoff the loan it should be sent to you. On a positive note it looks like you have purchased an extended warranty through ******** here is your policy number (***********) If you would like to follow up with them on repairing your truck.

   

  **** *******

  GM of Mercedes Benz of Gainesville