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:10/30/2023

  Type:Product 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.

  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 Answer

  Date: 11/06/2023

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

• Initial Complaint

  Date:04/25/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 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

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  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"