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:04/15/2025

  Type:Billing 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.

  Subject: Formal Complaint Unauthorized Credit Inquiries I am writing to address a serious violation of my rights that occurred during a recent visit to your dealership., I visited Mercedes-Benz of Wesley Chapel with the clear and stated intent of applying solely for a vehicle lease. During my initial conversation with your salesman, I explicitly stated that I was only interested in leasing, which was clearly noted on the application I completed.I was shown only one vehicle, and I was informed that your dealership uses ********** and that only one credit inquiry would be performed. At no point did I authorize or consent to any additional inquiries, nor did I approve or request a credit check for a vehicle purchase.Shortly after leaving the dealershipwithin less than two hoursI began receiving multiple credit inquiry alerts from several credit bureaus. Upon contacting the dealership, I was informed that the finance manager had submitted my credit application as a purchase, which I neither authorized nor was made aware of. There was no vehicle presented for purchase, no consent given, and no signed documentation permitting my credit to be used in that manner.This conduct constitutes a severe breach of trust and meets the legal definition of aggravated identity theftspecifically, the use of my personal identifying information for a purpose I did not authorize.I have since taken the following actions:I have filed a police report for aggravated identity theft against Mercedes-Benz of Wesley Chapel.I have submitted a formal complaint with the ************************************ (****).I am moving forward with additional complaints to the Better Business Bureau (BBB) and the ************************ (FTC).When I returned to your dealership to request a letter acknowledging that these inquiries were unauthorized, your finance manager refused to provide any documentation. This refusal only confirms the lack of transparency and accountability on your part.

  Business Response

  Date: 04/15/2025

  Hello ******. I apologize that this happened to you at our facility. That is never the experience that I would want anyone to get. From what it looks like we were unable to secure a lease with Mercedes-Benz ****************** for you. Typically, when that happens, we look at what we can do to obtain a financing option. When you sign a credit application with our store you give the dealership authorization to do so. I do apologize if you feel different. I have never had luck with any of the credit bureaus removing an inquiry. I will speak with my finance team as well as the sales management team to make sure that if there was a mis communication to make sure this does not happen to other customers. I am happy to help anyway I can. Feel free to call or stop by. 

• Initial Complaint

  Date:02/27/2025

  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.

  On 2/15/2025 I traded in my Bentley Flying spur 2016 with ******* Bentyaga 2019 at Mercedes Benz of Wesley Chapel. In addition I paid $44,099.59 to the ************************* car was thoroughly inspected and test drove by dealership mechanic.We ( myself and my wife) along with salesperson ******* ******** also test drove Bentyaga.During driving I questioned salesperson why this car has not been sold for 2 months even though your dealership has been lowering the price? I clearly asked if anything wrong with this vehicle or missing in the vehicle? Salesperson responded that we thoroughly inspect our all the vehicles for sale by Mercedes standard and with that standard, this vehicle has everything intact and nothing missing or broken.With his complete assurance and with having the name of Mercedes dealership I bought this vehicle on the same day.After I returned home:1. Found extra wheel missing in the trunk 2. On 2/22/25 I suddenly noticed the front left side of the Grille was hanging down detached from the rest of vehicle that was clearly temporarily attached with lots of glue as visible on the attached photos. I immediately texted the video of this defect to this salesperson who didnt respond to my text or phone calls. I again texted and called him on 2/24/25 but no reply.3. During trade in, salesman charged me $2,500 for the bad brakes separately on my Bentley and deducted from the trade in value of my car. Now my same Bentley is on sale at their website with mentioning of service completed (but no mentioning of new brakes). This was another example of dishonesty by this salesperson .This dealership didnt disclose any of these issues to me with honesty and hid or lied about others.I trusted them being a world known reputable company and fully trusted them but this dealership salesperson is complete opposite of that.Very sadly, they have not responded to my any text messages or phone calls to help me to correct these issues and that is quite bothersome.

  Business Response

  Date: 03/13/2025

  Hi Devendra. I just left you a message. Feel free to call me back. ************. I apologize about your experience with our store. I am sure that I can help to make things right. It looks to me like most Bentleys come with a spare tire. Let me know if you have already acquired one. Contact me when you can so we can try and address everything else. Thank you 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22995549
  
  I am rejecting this response because:

  Not able to communicate with any personal at this dealership even though have been leaving messages since past Friday. 
  Please advise to resolve these 2 issues:

  1. Broken Grille on the front of vehicle that was attached with plenty of glue. Please advise where should I take my vehicle for this repair and cost to be covered by Mercedes dealership. As I live in *******, so please check if you have any shop that will do this work for me or should I bring to your dealership for the repair?
  2. As I mentioned earlier, there is no spare tire in the trunk of this vehicle, would you please arrange that tire for me?

  Please write me back. My personal information is at your dealership when I bought this vehicle .

  You can write me on my email : *********************

  Will appreciate if you can take care of these 2 concerns.

  Thanks

  Devendra
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/20/2025

  We are working with the buyer to resolve both issues when they get back in the country.   

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22995549
  
  I am rejecting this response because:
  Still waiting to know where these 2 services will be completed. Please let me know the name of place in ******* ( ?Mercedes Benz of *************)who will provide these services so that I can take my vehicle to that place anytime after march 27th, 2025. 
  Thanks 
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/28/2025

  I see that we have **** of ******* authorized to do the repairs. If they have not reached out to you, please let me know and I will help right away. Sorry for the inconvenience. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 22995549
  
  I am rejecting this response because:

  Left my vehicle with **** day before yesterday but havent heard anything back yet ?

  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/22/2025

  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.

  Took my car in for regular maintenance (motor mounts & wheel bearings) Car was running perfectly with no mechanic issues. Picked vehicle up after motor mounts and wheel bearings and vehicle broke down after leaving the dealership. Took the car back and was told it has a misfire and they replaced a spark plug, picked up car a few days later , broke down again right after leaving, took it back, supposedly repaired, left dealership and broke down again for the 3 rd time and now they are telling me it needs a new motor at $10,000. They are saying a tune up that was done by a different dealership months prior is the cause, when the car had been running fine until I took it to them. Attaching the communication

  Customer Answer

  Date: 01/22/2025

  I am attaching communication between the ** and myself. 

  Business Response

  Date: 01/22/2025

  We did end up putting in new spark plugs and a coil at no charge due to the codes that the computer was telling us. We did this due to the inconvenience that the customer had with the vehicle. Not because anything that we caused. After diagnosing this further it was found that the spark plug in cylinder 6 that had been replaced prior to us we had found the tip to be broken off. The spark plug that we put in is still fully intact. The faulty spark plug is what caused the motor issue. When the tech examined the cylinder head it showed no signs of visible damage. However, after this last diagnosis we did what is called a cylinder leak down test and found that the combustion chamber is leaking air when all other valves are closed. Mercedes-Benz recommends spark plug replacement every 5 years or ****** miles and our service department did recommend this service on August 11th of 2022 when the vehicle was at ****** miles. It was offered again at our store on June 30th of 2023 when the vehicle had ****** miles on it. It was well past due of needing spark plugs when this failure happened. You declined the spark plug replacements both times. We are happy to help you with finding a new or used motor and are willing to work with you on labor costs. I am not seeing anything that we did wrong here. The spark plugs that you bought from **** and had your friends at the **** store install are what caused the motor issue. If the spark plugs were bought from a Mercedes-Benz store and installed by a Mercedes-Benz certified technician all parts have a 2-year warranty. The faulty spark plug would have been backed by Mercedes-Benz and if it caused the motor issue, they would pay for a replacement engine. 

• Initial Complaint

  Date:11/26/2024

  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 was displaced after the first Hurricane living out of hotel. The items I was able to salvage were in my car . Since I was staying in a hotel I used my car as a storage location.After the second Hurricane my car was flooded . I admittedly called Mercedes Road Side assistance and after three hours they were able to get a tow truck. On October 10th the car was towed to Wesley Chapel Dealership since the Tampa dealership was not taking anymore cars .I filed a a claim with Hartford and spoke with ****** at Wesley Chapel dealership I believe that was his name on the 12th of October I was told that Adjuster were not allowing flooded cars to be looked at. They were just total lose them.He advise me that they would give me a loaner car since my car was still under Mercedes Warranty .When I arrived on Monday the 14th of October I was told by the services director of dealership that they didn't have enough cars for cars that were flooded.On the October 30th I signed the document releasing the car to ******** . I rented a van and drove back to Wesley Chapel dealership to get the items of car.I was told by service director that " **** " had released the car to Copart and they picked the car up ten days prior.I did not receive a phone call or did I give permission to move the car. I was still debating if I was going keep the car and try to save it .I would not recommend this dealership to anyone and no one had the right to release my car.

  Business Response

  Date: 11/27/2024

  Good afternoon, *****. I spoke to ************************** after our conversation yesterday. I was told that they informed you of your vehicle being a total loss and that you did not buy it back. From what they are telling me is that once you agree that you are not buying it back, they take possession of the vehicle. They took it to a storage lot until it is ready to sell at auction. That is when they get all of the paperwork together for you to sign. Your insurance company is the one that pays us to do the estimate on your vehicle. They get the cars off of our lot as quickly as possible due to storage fees. We had an abundance of flooded vehicles get towed in after those 2 storms. They said that your car was sent to the tow yard before it was up for auction. I think that there should have been better communication from us as well as your insurance company during this time. Unfortunately, at this point there is not much I can do about getting your car back or any of your personal items. I am happy to do more research to see what they did with all of your items that you left in the car. You have my information. Feel free to call if I can assist further. Thank you

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22607201
  
  I am rejecting this response because: The dates that I accepted total loss and decided to accept the settlement was AFTER the car was picked up WITHOUT my permission..

  The car was released without my permission.  At this point ********,  Copart and YOUR dealership is now trying to clean up the issue and not taking accountability. 

  The car was moved without required paperwork. 

  I will be sending the complaint to corporate office of Mercedes Dealership as well.

  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/11/2024

  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.

  On 12/20/23 I paid for service that was never performed. I have reached out to this store and have not had any response.

  Business Response

  Date: 06/11/2024

  Hi *****. Sorry to read about your experience here at our store. **** our service manager said he just left you a message. When you are free can you please call one of us back. ************. I would like to help figure this out for you. 

• Initial Complaint

  Date:06/07/2024

  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 purchased a 2010 ****** Impreza from the dealership that they had as part of their used inventory. I like most people probably would assumed that they did the bare minimum to ensure that the car is in a sellable condition, check fluid levels and tire pressure. Really basic stuff that I would never assume that a reputable company would skip doing. I was proven to be very very wrong. They sold me a car with 1 quart of oil and did not say anything so before I had driven enough miles to even need my first oil change the engine died. I contacted the dealership and Mercedes corporate only to be told that they won't do anything at all because it was not a Mercedes. Stay away from this dealership and likely their entire group as they cannot be bother to do the bare minimum before selling a car.

  Business Response

  Date: 06/07/2024

  Hi ******. My name is ***********************. I am the General Manager here at Mercedes Benz of Wesley Chapel. I am not finding any information in our system with your name, phone number or email address ever purchasing a vehicle from our store. Can you get me some more information so that I can better assist the matter? Can you please send me the Vin number of the car? Also please let me know when you bought it and if you have any purchase paperwork that would help a lot. Thanks

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21815164
  
  Hello, General Manager

  On June 7th you had a cellphone conversation with my *********************************** and were seemingly able to locate the proper records under his name as the vehicle was purchased by him for me. You were able to provide him with the exact date of the purchase and had all the relevant information even mentioning that this sale and mismanagement of concerns after the fact were before you started at the Mercedes of Wesley Chapel. If you are still unable to locate the proper documentation we can provide you with the vin.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/24/2024

  Hi ******. Yes, I spoke with your father. I had told him that this far after the purchase there is not much I can do on my end. He had bought the car a few years ago and did not purchase any warranty on the car. With that being said he did mention that your front passenger door had a large dent in it that he asked for my help on. I told him I would see what I could do to help fix it. After he had sent me the picture it does not look like it is able to be fixed. The door would most likely need replaced. I am willing to help if you locate a door. I am trying to help a situation that happed over a year ago. These are all machines. Some of them breakdown sooner than others. That is why we offer extended warranties. I hate seeing any customer in this situation. I am here to help if we can find the correct door. Feel free to call me anytime. *********************** #************.

• Initial Complaint

  Date:05/10/2024

  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 5/6 My vehicle got a Flat tire while existing Highway 75S at **********************************************************. My tire went from 42psi to 0 when i stopped at the light. I was not in a safe location, and drive the tire to the corner of the road out of ***** way. I called my local dealership for Roadside assistance and was told that it was not covered under my ownership agreement. Per my knowledge i told the person that the car was less than one year old and only has 8500 miles and im sure that roadside assistance should be covered and that i was extremely upset to learn this and that I would be filing a complaint. I also purchase a VPP additional protection coverage when i bought this vehicle for almost $2400.00 extra. Why wasn't I able to leverage this? My vehicle is less than a year old, why wasn't the tire covered by manufacturer warranty? All of this was explained to the person and was still told that they are unable to offer me roadside assistance. A good Samaritan help my change the tire to the spare so i can get to the MB dealer for them to repair/replace the tire. However, because the person used the incorrect lug bolt, it mess up the Hub of the wheel which needed to be replaced and cost me an additional $1800.00. Because of my assumption that i have roadside assistance with MB i did not elect this with my insurance coverage. This is terrible customer service and i am extremely disappointed in this dealership. I have had an MB car for the past 6 years and would definitely rethink this decision to own another MB. I beleive that MB should bear some responsibility for this cost as it is the fault of lousy customer service and

  Business Response

  Date: 05/17/2024

  I have spoken to this guest and came to an agreement to refund her funds spent repairing the vehicle at another location. I am currently waiting on an invoice so I can finalize the transaction. She is happy with the outcome

  Customer Answer

  Date: 05/29/2024

   
  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. However, I have submitted the receipt as requested by the business and is awaiting a refund as promised in their response.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/27/2024

  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.

  My husband and I bought a certified c class 1yr ago and have been having issues with the blind spot sensors not working correctly. We finally made it into the service **** for it and they tell us there is back end damage that wasnt reported to us when we purchased the car and doesnt show on carfax. We then tell them we want to sell the car back since they sold us a certified car with issues which ARE NOT covered by the extended warranty we bought. The ** cut my husband off while he was talking and told him to stop speaking, two high level service people tell my husband hes lying and basically accused him of damaging the vehicle. Meanwhile, the salesman and other sales staff were saying they sold us a damaged vehicle but service wont agree. Such a joke!! I want my car bought back since I would have NEVER purchased this car knowing it was damaged! ******, the salesman, told us he knows it was damaged when they sold it to us and theyre trying to basically get one over on us. Unacceptable, unprofessional and unethical.

  Business Response

  Date: 03/28/2024

  There was no damage reported on the CARFAX or notated on inspection of the vehicle at time of certification. The guest has driven it for 17k miles since purchase, with the vehicle coming back to the store twice, once for maintenance and another for suspension noise which was recorded as normal.He did not have the concern until this week, 11 months and 17k miles since purchase. 

• Initial Complaint

  Date:02/01/2024

  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.

  Drove 150 mile R/T to the dealer to buy a 2017 Tesla 100 D,the car they came out with for a test drive was a 2017 Tesla 75 D.

  Business Response

  Date: 02/01/2024

  Please note disclaimer on website.

   

  Accessories and color may vary. Quoted price subject to change without notice to correct errors or omissions.  New vehicle pricing may already include applicable manufacturer incentives which may expire at any time and are subject to incentive qualification criteria and requirements, and which may be contingent upon manufacturer finance company approval. Manufacturer incentive data and vehicle features is provided by third parties and believed to be accurate as of the time of publication. Please contact the store by email or phone for details and availability of incentives. See specific State details below for taxes, tag, title, registration fees, government fees, and dealer services*
  
  Certain data and other content displayed herein is copyrighted by **************** and / or third parties. (In addition, providers of data and other materials to **************** or such third parties may have a copyright interest in and to such data to the extent that such data and other materials are subject to copyright protection under applicable ************* laws.) **** data may not be reproduced or distributed in whole or in part by any printed, electronic or other means without explicit written permission from **************** All information is gathered from sources that are believed to be reliable, but no assurance can be given that this information is complete and neither **************** nor its suppliers assume any responsibility for errors or omissions or warrant the accuracy of this information. 

   

• Initial Complaint

  Date:12/04/2023

  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.

  I bought a mercedes C class from this dealership on May 28, 2023 and traded in my A class ( that was paid for. In September/October I received a parking ticket from ********** ****. I have never been to ********** ****. When I researched it and called the *** of *********** they told me the title to the A-Class was still in my name. I called Mercedes and spoke with ***************************** who did my paperwork and he asked that I email him my tickets and I scanned them and sent them that day. My husband also has been to the dearlership and dropped off the originals. They indicated they would "take care of it." Since I have incurred sever fees for non payment as well as today receieved a "final warning" they will suspend my drivers license. At this time I need them to take care of this matter as wll as make sure my name is off the title ( from the day of transfer). I have written *********** as well as appealed with ********** **** and most recently spoke with an attorney.

  Business Response

  Date: 01/15/2024

  Attached :  ******* title inquiry shows title # ********* was issued on 11/20/2023 in the name of our guest that purchased this vehicle on 07/17/2023. **** had an issue with this guest providing correct documentation to title in a state outside of *******. **** had to get our legal **** involved to get this issue resolved by the new purchaser. We processed the title transfer as soon as we had the needed documents on 11/20/2023. 

  Attached : ****************** citations with a total of 3 checks issued on 12/04/2023 & 12/05/2023 for a total of 3 parking citations that needed to be paid on behalf of Mr/********************. **** issued those checks and forwarded to the ****************** and overnighted them immediately to the address indicated on the citations ****** tracking and delivery confirmations are attached as well) Also attached : a return envelope in which **** was returned all 3 original checks for citations payments, which were received at our dealership on 12/13/2023.

  All items in this complaint had been resolved as of last check issue date of 12/05/2023.

  If any further information or follow up is needed by our dealership please reach out to us for immediate response

   

  Customer Answer

  Date: 01/15/2024

   
  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.
  
  Sincerely,
  
  *****************************