ComplaintsforMercedes-Benz of Gainesville

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  05/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a 2021 C300 Mercedes on April 7, 2021 with additional items. This vehicle was sold on August 24, 2021 to Lexus of Wesley Chapel, and the Lexus dealership informed us we could get a refund on the additional items. The amount of money for the additional items was $7,081. Mercedes-Benz of Gainesville was sent all the appropriate paperwork for the refund on August 25, 2021. There was no communication from Mercedes-Benz of Gainesville regarding this refund or if any additional information was needed. We contacted the corporate Customer Care Department on December 3, 2021 seeking assistance in this matter. CCD sent emails to involved parties but no avail. The dispute is we are entitled to a refund and would appreciate reimbursement. The Mercedes-Benz of Gainesville has not tried to resolve this problem.

  

  Business response

  01/04/2022

  Good afternoon,

   

        This complaint was brought to our attention on 1/03/2022.  This was a oversight on our end, however we have expedited this and overnighted a check via ups tracking# ****************** to the customer yesterday.

   

   This issue is resolved and should close out this complaint. 

   

  Please feel free to contact me with any questions. ************

   

  ***** *****

  FINANCE MGR

   

  Thank you

  Customer response

  01/04/2022

  [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

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BUYER BE WARNED - I am writing this as an open letter to Volkswagen of Gainesville and to warn all future car buyers of their un-ethical business practices. My mom, ******, recently went into Volkswagen of Gainesville to buy a car. She worked with ****** and settled upon an agreement of 5.9% a loan amount of roughly 13,000 and a 5-year term (I know because I was on the phone with my mom at the time). When she went across the street to work with ****** in finance at Mercedes-Benz of Gainesville she was completely taken advantage of and absolutely nothing was disclosed and the original agreement was not honored – ****** pushed and pushed as my mom declined the warranty offer. Finally, ****** said it is no big deal it will only add 17 per month to your payment (nothing else disclosed). I work in Wealth Management and if I did what ****** did I would be fired and never work again! Behind the scenes without my mom’s knowledge ****** changed the loan amount from 13,000 to 19,000 (adding a massive 6,000 cost for the three warranties) and extended the term to 6.25 years while reducing the rate to 2.6%. None of this was disclosed to my mom and she found out all of this had been done when she got her finance notice in the mail (almost 2 weeks later) which was not what she had agreed to. ****** or ****** also never showed my mom any paperwork and nothing was disclosed on any of these changes by either ****** or ******. When my mom went back to have this removed since she never agreed to it – ****** was extremely confrontational, threatened suit with their corporate attorneys and ****** sat there and said absolutely nothing. ****** also said the warranties cannot be reversed, however, after speaking with the warranty company I learned they can be reversed up to 30 days absolutely no problem. ****** is a complete liar and completely unethical along with ******. My recommendation is that ****** and ****** both be fired for their unethical business practices. My mom wants a refund

  

  Business response

  11/20/2021

  ******** never purchased a car from Mercedes Benz of Gainesville??????

   

   

   

  
  **** *******
  General Manager
  Mercedes-Benz of Gainesville
  
  

   

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There has been many problems I have encountered with this dealership. I first walked into the sales floor in 2019 and asked for quotes on a specific car, I was disregarded and no information was sent to me even after I reached out by email. Since I felt like they were being sexist and did not think I could afford the car, I purchased my vehicle elsewhere. Unfortunately, MB of Gainesville is the closest to me so I'd need to go back there for service. I have an SUV and Id request the bigger car, but they were never able to accommodate me and my family. My family did not fit in the small sedans they would loan. I spoke to managers and not only was he condescending towards me but he was in no way trying to help me. I started having problems with my keys and they refuse to help me or make new ones. My son gets locked in the car the keys inside, "key not Detected" always flashes on. Why can't they just make a new set of keys? I contacted customer relations and still nothing has been done.

  

  Business response

  09/08/2021

  From: ******* ********** <*******************************>
  Sent: Wednesday, September 8, 2021 12:53 PM
  To: Info <*****************>
  Cc: **** ******* <****************************>
  Subject: Case ID ********

   

  *** *******,

   

  I wanted to inform you that I just had a phone conversation with *** ****** regarding the key issue she states are happening. We sent a technician to her home on 8/05/2021 to perform routine maintenance and diagnosis of her key issue. The technician stated at no time was he able to duplicate the customers concern and everything was operating as designed. MBUSA Warranty does not allow us to just replace keys or make repairs to a vehicle without first verifying the concern. During my conversation today with *** ******, I offered to take another look at her vehicle, but she declined and informed me that she would be getting rid of the vehicle. One of the customers on going complaints is that we fail to provide her with a large enough vehicle to support the needs of her family. *** ****** did not purchase the vehicle from us and at no time do we promise any of our owners to provide them with a certain type of vehicle when coming in for repairs. Perhaps her selling dealer promised her a certain size vehicle when coming in for service at their dealership, but we did not. Please advise me if any further information is needed. 

   

  Regards,

   

  *******  **********

  Fixed Operations Director

  Mercedes-Benz of Gainesville

  Main   ************

  Direct ************

  Fax      ************

  

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