ComplaintsforMercedes Benz of Wesley Chapel

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  *****************************

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the evening of July 28th, I visited the dealership to buy a GLS 450. We reached an agreement on the price and I left a deposit, planning to return the following Monday with a cashier's check to pick up the vehicle. However, after we had completed the paperwork, the sales manager unexpectedly insisted that I pay in full and take delivery that very night at 10 PM. Although we had originally agreed on a deposit and delivery the following Monday, I reluctantly agreed to their terms. We left the car at the dealership and arranged for a tow truck to retrieve it. On the day the tow truck arrived at the dealership, they refused to allow the driver to tow my vehicle and insisted that I drive two hours to pick it up in person, without attempting to resolve the issue amicably. Reluctantly, I made the trip in person, only for the sales manager to accuse me of having a fake out-of-state ID, despite having already signed all the necessary paperwork. To add to my frustration, it has been two months, and they still retain my second GLS key, refusing to deliver it to me.

  Business response

  10/26/2023

  ******************* - General Manager since 10/1/23 

  Response to this complaint:

  Guest will only speak with his sales associate, ******* "RP" ***************************. RP reached out to ********** and arranged to personally deliver the 2nd key to the *** 450 indicated in this incident. The 2nd key was confirmed to be delivered on Monday October 23, 2023 by RP and handed directly to ********** at his place of business. 

  If any further action is needed on this matter please reach out 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I gave my Mercedes SUV for service to Mercedes Benz of Wesley Chapel. I have done all my service at this service center on schedule since I bought the vehicle. As part of recent service on 07/15/2023, a multi-point inspection was done on the vehicle and the inspection passed (including coolant level check). I picked the car on 07/17/2023 afternoon from service center after paying around $1865.87 and got on to the highway. I would have hardly driven 2-3 miles before I got a low coolant warning. I immediately took the next exit and turned car around to take it back to service center. I drove another 4-5 miles and took the exit to service center when the engine too hot warning popped up and and with in another 0.5 miles SUV stopped right on the left lane in the exit (two lane exit). I had a harrowing time with people honking and me blocking the entire left lane. I had to spent ~40 mins before towing truck towed the vehicle to service center. On July 19th I got a call from service center saying engine has been damaged. The reason given was that there was a catastrophic and sudden rupture of coolant line and all coolant leaked out in a span of few seconds. Since it was a catastrophic and sudden failure the service center couldn't catch it during multi-point inspection. I called Mercedes Benz *** and they said from all vehicle repair histories they collect they never have seen such a reason and told me that with 99% certainty they can rule out coolant line rupturing so suddenly and usually it leaves symptoms of leaks which can be found during inspection. My car's engine is damaged now and based on feedback from Mercedes Benz *** it happened due to some issue from doing service. I need an apology from Mercedes Benz of Wesley Chapel and refund for the last service I did for amount $1865.87 Invoice #: ****** Tag#: **** Date vehicle given to service: 07/15/2023 *********** vehicle picked up: 07/17/2023 at 12:44 PM *********** incident happened: 07/17/2023 at 1:25 PM

  Business response

  07/26/2023

  We are refunding this guest for customer service satisfaction. We do not admit any fault in this but can understand his point of view. I have spoken to the guest and he is satisfied with the outcome

  Customer response

  07/27/2023

   
  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. I hope I get the refund soon.

  I have attached the details of the charges to this email
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Certified Pre-Owned 2021 AMG E 53 from Mercedes Benz of Wesley Chapel, ******* in June of 2022. Since the purchase of the vehicle, I have driven under 10K miles on the car and already I've had to replace three front rims. All three times, tires were in perfect condition with no visible signs of damage or impact to the tire that could result in the rim being damaged. After purchasing three new rims and taking the car to the MB Wesley Chapel dealership for service, I was notified that I have another cracked rim on the front of the car. The last time I replace the rim, the car had ****** miles on it and now the car has ****** and needs a new rim. The tech inspected the rim and tire and could not find any reason for the rim to crack. The dealership put in a request to have the rim replaced under warranty which was declined. I spoke with the service director who said the only thing they are able to do is offer me a discount on another rim. I was also told that I could contact MB myself to file another claim from scratch. At this point, I feel there is a defect in the car somewhere and it is not resolved and MB is not standing behind their product. A quick ****** search reveals a known issue with MB rims however the company and dealership are not standing behind their product. I would like either the dealership or MB to replace the rim free of charge seeing as though this is a manufactures defect and should not be happening.

  Business response

  06/01/2023

  The AMG e 53 its a race car and has high performance race tires. With that comes reduced protection from road hazards and life span. When we replace tires, we only replace them with OEM approve spec. If you are impacting something, your auto insurance should cover the replacement. 

  I understand you not being happy with the Manufacturer but we can't make them replace them.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car to Wesley chapel Mercedes Benz Dealership on April 4th 2023 due to a recall notice received from Mercedes Benz and at the time I asked the person I interacted with to check with my extended warranty Company to see what they will cover if there's any issues with the car that needs to be addressed.After a few weeks of back and fourth with the ***************** Wesley chapel Mercedes Benz contacted me to let me know that the claim for the repairs presented to the **************** has been denied so my car is ready for pick up wich I did picked up on April the 24th.Right after I drove out of the Dealership, I noticed a CRACK on my windshield which was NOT there when I delivered the car to them. So, instead of calling them about it, I drove right back to the Dealership so they can see the Crack.Well, when I addressed the issue to the person that was in charge of my account, he claimed that the Crack was already there when I brought the car in wich is a flat out lie.....those service people are the kind that took note of everything little things or scratches in you car when you brought it for service, so there is no way for them NOT to point that out to me at that time.When I asked why the Crack was NOT point out to me when I brought the car in, his answer is "I DON'T KNOW " he said he took pictures but never able to show them to me and he suggested that I put a claim to my ***************** to get it fix.I asked to speak to the Service Manager, they said "he's busy with a customer but they will have him call me as soon as he's done with the customer" I never heard from him.All I need is for them to fix or replace my windshield because the Crack WAS NOT THERE when I took the car to them!!!

  Business response

  04/29/2023

  We've reviewed the complaint and can't prove we didn't do it so we will replace the glass. Mercedes-Benz of Wesley Chapel considers this matter closed.

  Customer response

  05/01/2023

   
  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, this is only a promissed and until they replace my windshield, I consider my complaint NOT resolve yet. 
  
  Sincerely,
  
  *********************************

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