ComplaintsforMercedes Benz of Melbourne

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a used 2018 C400 in October of 2020. The car comes with a four year 50k factory warranty. The finance person sold us a two year EXTENDED warranty, which I knowingly and happily purchased because I know the price to repair a Mercedes. A week ago, the car developed an oil leak. I took it to the dealership to have it repaired under my extended warranty. I was informed that my warranty had expired. Which was odd, because the two year extended warranty was purchased in October of 2020 and the factory warranty ran out in 2022. I was informed by the service technician, Adam, that the extended warranty start date was not AFTER the factory warranty ran out. It started the day we bought the extended warranty. So, the dealership knowingly sold me an extended warranty that was effective during the FACTORY WARRANTY. Who in their right mind would pay 3k for an extended warranty if they knew it would actually not "extend" the factory warranty but start and run concurrent to the factory warranty? Essentially, the two year extended warranty was good for about one year after the factory warranty ran out. I specifically asked the service person if he understood the dates the same way that I did and he in fact agreed. That the so called "extended" warranty actually was effective during the factory warranty. He said the sales manager and service manager both said there was nothing they could do about it.

  Customer response

  11/06/2023

  The complaint has been resolved 
  
  Thank you 
  
  ****
  
  Sent from my iPhone

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I purchased a 2017 GLE 350 from Mercedes of Melbourne FL that was listed for $30,000.00 on 2/4/23. At the time of purchasing, I was shown the service records & car fax. All paperwork came back clear, & the vehicle just got done with a full service. I have now had the car for two months, went in for a normal recall appointment. Upon leaving I was given paperwork of service that is needed in my vehicle. Including new brakes that are now on 20%, it is not possible to deteriorate 80% of brakes in two months. A new serpentine belt that is expected to last 50k miles, and also an oil leak. The vehicle is now unsafe to drive. The service record I was shown do not match the vehicle I purchased. The dealer now wants $7,000.00 in repairs for a vehicle I purchase two months ago that should have been replaced during the service.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  2018 Mercedes Benz C300 under warranty. After the engine had a catastrophic failure (exploded - 3 holes thru engine block) the vehicle has been sitting at the dealership for a month and there has been zero progress so far. MB USA has been just dragging their feet and present every possible obstacle to repair the vehicle. Timeline with dealership MB of Melbourne 10/04 - First thing MB Dealership asked for was service records (understandable) 10/20- MB Dealership call me to tell me that the milage between oil changes exceeded over 1,000 miles so repair will not be approved (doesn't take a rocket scientist to know this would not cause catastrophic failure of the engine without warnings) 10/20 thru 10/26 - MB Dealership did oil and air filter inspections (cut filter in half to examine), inspection of remaining oil (cleanliness and type , I suppose), engine bearings visual inspections, fuel samples (perform a visual inspection to make sure there is no debris, excessive alcohol, or other abnormalities), reviewed event memory from the instrument cluster , ME GU Log ,engine performance data, fuel injector data, fuel mixture adaptations, eeprom data from the transmission and FSAM control unit log. 10/26- MB Dealership informs me "Based on what we know the customer needs to pre-authorize the diag time to determine cause of failure. If it's determined that the cause of failure is a warrantable item, we will cover. If not, the customer would be responsible." (Since when does the customer has to prove that the repair falls under warranty? It has always been clear to me that the OEM has the burden to prove that was the owner's fault in order to void the warranty and not the other way around.) After all that MB has done to try to prove owner's fault and failed, they now shifted to "owner must prove MB's fault"

• Initial Complaint

  03/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had Issues about the safety of the tires on the vehicle before I purchased it, they were mismatched not the same brand or type for the vehicle the dealer said they were inspected by Mercedes and passed there inspection. Not feeling comfortable with the tires I purchased 4 new tires and had them installed with a 4 wheel alignment, at this point the shop found all 4 wheels were bent and tires were cracked and ready to blow out. I have serious safety issues for my family about this and the integrity of this dealership to do nothing about this problem before I purchased this 2020 Mercedes C43 AMG.

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/03/22) */ Mr. ******** I'm sorry you are having car troubles. The vehicle was serviced prior to your purchase. I have attached the invoice showing what we did. I have also at a copy of a we owe that has been completed. You did buy this vehicle "AS IS" ( please see attached paperwork with your signature.) On page two of the "AS IS" paperwork it talks about possible conditions of tires and wheels. If you took your vehicle to another shop to replace tire and now are seeking a refund from us, I'm afraid that will not be possible. If you had purchased the tires from us then I could have worked with you. Consumer Response /* (3000, 7, 2022/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. You knowingly sold me a vehicle with incorrect mismatched tires on it, which confuses the computer and causes differential failure on this Mercedes AWD vehicle. 2. Someone needs to be held accountable for the dangerous condition that you knowingly sold me this vehicle in. 3. All of the issues were discussed several times with your sales teams and service team when the vehicle was in for service. 4. This was your decision to do nothing before the sale and after the sale about the tire problem. I was told it was your management decision to not do the right thing and replace the incorrect mismatched tires. 5. You knowingly endangered the lives of my loved ones, my children, my grandchildren, and many other motorist on the roadways. 6. Pictures are of the tires that were on the vehicle when you sold it to me, ready to blow out. Business Response /* (4000, 9, 2022/04/02) */ It was a pleasure speaking with you Mr. ******** and again we greatly appreciate your business. We have agreed to reimburse you for the purchase of the 4 tires and alignment and look forward to your future business. As discussed please email me the receipt directly and I will have a check mailed to you right away. Thanks again, Zeth J**** **********************

• Initial Complaint

  02/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I dropped my 2005 Mercedes Benz off on November 13th to Mercedes Benz of Melbourne because my ac was blowing hot air that I could not turn off. Nov, 15th I was told I needed a new motor resister for $1584.55 plus tax and I agreed thinking my vehicle would be fixed. Nov 22nd I was told more tests are being done which told me that that did not solve the issue. Nov 29th I was told I needed more new parts ac control unit and starter battery for $1603.45 and$418.14. I agreed, again thinking this would fix the issue. at this point I'm in $3603.14 trying to fix my ac. I ordered a spare key for additional $79,80 December 2nd. December 7th I was asked to pay $1500.00 for work currently done and I did. Balance remaining $2185.14. This balance I am expecting to pay once my AC is fixed which is what I went to them for. Dec 28, I was told Jan 10th parts would arrive to complete the job and Jan 10th I was told 2 to 3 more days then Jan 17th I was told parts are here. Jan 20th I am told my vehicle is still not fixed even with new parts AGAIN. February 8th I am told $10,956. + tax was required to remove dash and replace more parts that MIGHT fix it. I declined. I was sent a bill for $2121.15 to pay to get my vehicle back. End of it I would have paid $3,621.15 to include the $1500.00 I already paid AND STILL MY ORIGINAL ISSUE HAS NOT BEEN FIXED. Ac still blowing hot air. I think a incompetent tech guessed his way through this repair at my expense and I paid along because I trusted they could fix it but as it turns out they were not able to fix it , ONLY MORE GUESSING and more parts to be replaced and more paying for me. I paid $7000.00 cash for that vehicle so paying $10,000.00 to fix the AC would not be a wise investment. A proper test was NOT done in the first place hence the reason he proposed $10,000.00 to remove the dash. I think I was scammed and now my vehicle might be held hostage. I want my vehicle back with no further pay out. $1500 was enough with no fixing of the issue.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/02/16) */ Mr. ********, I apologize we took that long with the vehicle. When you came in with the a/c not cooling concern the a/c blower was not blowing air. We needed to address this problem first before we could look into a/c not cooling. The service advisor did get your approval to replace the a/c blower & regulator. Once we had actual air coming out of the a/c vents we could look into a/c not cooling. Upon inspection we did notice the a/c compressor was engaged but heat was coming out of the vents and we had no control of the vents. In other word we could not control the direction of the air, we had the heater flap stuck opened. If a heater flap is stuck open it dominates over any cooler air that might be coming into the cabin. The controls of the directional flaps goes through the a/c push button panel. In order for us to move forward with any further diagnostics the a/c push button panel need to be replaced. The advisor got your approval to replace the a/c push button panel and we ordered the part. Unfortunately do to the age of the vehicle that part was not relatively available. This caused a huge delay. Once the part arrived it did take some time for us to get the vehicle back into the shop due to the technician finishing a big repair on another vehicle. When the a/c push button was installed and programmed we regained control of the flap controlling air direction and heater flaps. At this point we could continue the a/c not cooling. After doing an evac and recharge we were able to determine the evaporator core was leaking Freon and a/c compressor was not performing as it should. At that point the service advisor provided the estimate for those repairs. I understand that the estimate provided is higher than your cost of the vehicle. It is a costly repair and I can see why you would not want to invest that amount into this vehicle. That is why before you picked up the vehicle we wanted to be fair with you and all the parts installed on your vehicle were sold to you at wholesale pricing and the labor was billed at dead cost. The technician was not guessing but merely following the Mercedes diagnostic process, which at times require that you have good known working components before a full diagnosis can be completed. Consumer Response /* (3000, 7, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all the dishonesty. When I brought my vehicle to this dealer the sole purpose of bringing it to them was to get the ac to blow cold air BECAUSE IT WAS BLOWING HOT AIR. They lied on the paper work to justify putting in the parts they did. They claim it was NOT BLOWING AT ALL. Answer me this. If it was not blowing at all, WHY DID I BRING IT TO THEM FOR BLOWING HOT AIR? I was swindled out of over $2000.00 and I only gave approval to put those parts in because I was told that THIS WAS WHAT WAS NEEDED FOR MY AC TO WORK. If they were honest from the get go and said hey, over $2000.00 later it MIGHT still not work, I WOULD NEVER HAVE LEFT THE VEHICLE THERE. The mechanic who has been my personal mechanic for over a decade also deals with this mercedes benz of melbourne on a regular basis and it was under his instructions that I take it there for a diagnosis then let him know the findings THAT I DID SO. Upon returning to him after picking up my vehicle, he also said , THAT WAS A LIE, and that it was BLOWING HOT AIR despite him having it for a month and being unable to figure out what exactly was wrong with it. PLEASE NOTE , THAT MY VEHICLE SPENT A WHOLE MONTH WITH THIS MECHANIC OF MINE WHO IS LOCATED LOCALLY AND WAS TAKEN FROM HIS SHOP DIRECTLY TO MERCEDES OF MELBOURNE. I can provide his contact information but did not want to put it in this note. NOTE: This mechanic and his guys who worked on it can all vouch that IT WAS BLOWING HOT AIR the day I picked it up from them AND THEREFORE WAS BLOWING WHEN I DROPPED IT OFF AT MERCEDES OF MELBOURNE so you can see the deception in Mercedes of Melbourne's claim that IT WAS NOT BLOWING AND THEY NEEDED TO GET IT BLOWING FIRST. Again, it is my assumption now that the tech did not know what he was doing and was guessing as in changing out random parts with the intention of changing out as many parts as possible at my expense. After over $2000.00 in I was quoted by them at over $10,000.00 to DIG FURTHER and at this time is when they finally said, (that might not even fix it because its a older vehicle so they might take off the dash board and find other things wrong. I WAS ASKED in these exact words "how far in do you want to go"? As in , how much am I willing to spend to fix the AC. To which I replied, Please give me my vehicle back because I have never heard of an AC costing over $12000.00 dollars to fix when the vehicle itself is a 2005 year that I initially paid $7000.00 for. Why would I pay more than the vehicle is worth to fix the AC? In closing I will repeat. I was scammed into thinking the parts that were replaced would fix the issue of it blowing hot air and when it did not I was further quoted at price no sane person would pay. THEY LIED ON THE PAPER WORK TO JUSTIFY PUTTING THOSE PARTS IN BY SAYING IT WAS NOT BLOWING AT ALL AND THEY HAD TO GET IT BLOWING FIRST , but I have a mechanic and a team of people from a reputable business in the area who had the vehicle before taking it to Mercedes who can attest to my claim THAT IT WAS BLOWING HOT AIR , THEREFORE IT WAS BLOWING so their claim of it not blowing is a lie. End of the day, I dropped my vehicle off with a issue and I picked it back up months later with the SAME ISSUE plus $2000.00 less in my bank account. SO I SPENT $2000.00 TO DRIVE AROUND IN THE SAME VEHICLE STILL BLOWING HOT AIR just as I dropped it off to them. I understand they want to make their money, but this is not the way. In all honesty, my $2000.00 needs to be returned to me because I was misled to believe that my approval of those parts and them putting it in would fix the issue and it did not. Is that not what any Good business would do? I want my money back, all of it. Business Response /* (4000, 11, 2022/03/09) */ Mr. ********, We did not replace anything on your vehicle that it did not need. If you brought it to us with the a/c blowing we would not have the need to replace the blower. If the advisor told you the a/c was not blowing and you say it was then why not stop the work there. I see that nothing is going to resolve this issue outside of refunding you the money you paid for work we performed on your vehicle with your authorization. I'm affair I can not do that. We did perform work and replaced need parts on your vehicle. We did get you consent prior to performing the work. I am terribly sorry your vehicle needs further repairs to get the a/c working properly. Unfortunately it is not uncommon for a 17 year old vehicle with 176,000 to have multiple problems in one system. If you wish to repair your vehicle with us, I will work with you on the price.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I dropped the car off on Sunday, August 8th 2021 for my appointment on Tuesday August 10th, 2021. The vehicle was sent in for a brake warranty that mercedes extended for 25 years, it was diagnosed on Thursday 12 that the brake is defective and will be covered under the warranty and was told that the parts will arrive next week Monday August 16 and should be all done by Friday August 20th. Friday come and I haven't heard anything so I called them and they said the technician didn't come and it should be done by the following week. The following week came and I let Monday and Tuesday go by and then I called on Wednesday August 25th and they said that the car is still being worked on, keep in mind it's only a 3hour service that i was quoted on by multiple certified technicians. Anyways, I didn't call for a couple of days and then called Friday Aug. 27th and they said it's still being worked on and it should be done next week. They kept telling me that every time until today Tuesday Sep. 7

  Business response

  10/07/2021

  Business Response /* (1000, 6, 2021/09/23) */ The customer did drop the vehicle Aug the 8th and RO was created Aug 9th, the SBC pump does have a 25 year warranty extension and has been replaced, upon attempting to complete the job, we have detected low voltage to the new part, indicating a wiring issue. I believe the customer purchase this vehicle with a problem as it shows title issued the month of Aug as well, this very time consuming trying to locate the wiring issue and keeping the cost down for the customer, I have spoken to him a few times as well as today. he does understand the issue we are having and appreciates the fact we are trying to keep the cost down for him. I have spoken to him today and he tells me he is withdrawing this complaint and he will deal with me directly. Consumer Response /* (2000, 8, 2021/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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