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:03/05/2025

  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.

  My Discover card was charged $212.18 on 10/25/2024 for the second time. The previous charge was reversed. I contacted Discover on 10/25/2024 to dispute this charge. I also contacted MBRACE *************) but was referred to Mercedes me Connect. "Mercedes me Connect" initiated an investigation (Ref: CMS ********) and requested document to support the disputed charge. The requested information was provided for review. I received communication from "Mercedes me Connect" stating "Upon review, I apologize for the inconvenience this has caused you thus far. When I pulled up your account information our records show your this previous ************* is with our Mercedes MBrace department and is not accessible with our system. They can be best contacted by calling ***************." I called the MBRACE as directed and was once again referred to Mercedes Me Connect. ***** (representative at Mercedes me Connect) offered to transfer me to another department and placed the call on hold. I was on hold for 30 minutes (with no one returning to the call) before I disconnected. I am asking for reversal of the charge and cancel all future charges.

• Initial Complaint

  Date:11/19/2024

  Type:Product 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.

  Most recent date of transaction was September 29, 2024, however, I have not owned the car since 2018.The charge is ****** per year! Sneaky as if you don't check card at the right time it is missed. Also I called to cancel the 2022 and close the account. It is not showing up on my statement so they canceled the payment but not the service. Also sneaky. So that is multiplied by 6-1 years - $1074.60 I think the dealership should ALERT you in paperwork and phone calls to cancel. Although it's criminal that the services are not stopped immediately upon return of the *** number of the vehicle. OR mbrace should contact you DIRECTLY via phone and email for the same reasons. You obviously don't own the car and they are continuing to charge you in hopes that you such as myself and many owners of luxury vehicles don't often keep up with every charge. This in my opinion is criminal and a money grab.I called yet again to cancel, they "assured me it was canceled" as I had been told before. They offered not refund and not real apology.

• Initial Complaint

  Date:09/10/2024

  Type:Product 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 tried several time to contact Mercedes-Benz mbrace, and was unable to contact their customer **************************** charge my credit card without authorization for a 2nd time in 2 years.I'm requesting Mercedes-Benz mbrace to stop charging my credit card, and refund me.

• Initial Complaint

  Date:09/04/2024

  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.

  On 06/22/24 I enrolled in Mbrace Services for in vehicle Wi-Fi and internet apps. I was told it would take 24 hours to activate. After waiting 48 hours I contacted mbrace on 06/24/24 to inform them my service wasnt working. After troubleshooting with the *** I was told my issue would be escalated to tech support. On 06/28/24 I was told tech support couldnt resolve the issue and I should take my car to the dealer. I told the *** I didnt want to pay for service that didnt work. She informed me if the dealer cant fix the issue I will be issued a full refund. Subsequently I scheduled multiple appointments with ******** of *********. My issue was not resolved. On 08/05/24 my service was cancelled. I had been billed $18 twice ($36 for 2 months of service that did not work). I was told a refund would be sent to my original payment method. On 08/07/24 I received a refund of $9.87. I immediately called to ask where was the rest of my refund and was informed the escalation department is the only department that can back date the refund. I was told a ticket was put in and the turn around time was ***** hours. I called again on 08/09, 08/15, 08/18, 08/20, 08/29 and 09/03 and got the run around about my refund same excuses every time. Not allowed to speak with anyone in the escalation department and purposefully transferred to wrong numbers.

• Initial Complaint

  Date:06/05/2024

  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.

  Ok, I am a first time mbrace customer and from the minute I signed up its been nothing but a hot mess! I call to get remote start and internet prepaid for 3 years ok maam not a problem agent took my cc stated its been charged well come to find out it never was plus he set me up for 6 months trial did not charge me to top things off only provided me directions for app made no mention I had to do any vehicle pairing so I went nuts finally called agent was rude no patience tried once told me I had to take my vehicle to dealership finally called next day to cancel agent asked if ok to retry I stated yes she had everything set up in minuets still cannot use my internet still the company with excuses as to why the &845 and some cents had yet to come out of my acct still miscommunication regarding what my plan is am in on trial period am I to be charged now as advised to me Monday ? I was told I would be charged by Wednesday today still nothing told Id get an invoice still nothing then when I call to ask for sup its like pulling teeth to get one on the line sup advises me issue with payment processing is on my banks end I call bs! Everything has been processed on my bank acct! I am ****** disgusted and frustrated with this entire process will not do this again! ******** do better!!

• Initial Complaint

  Date:04/15/2024

  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.

  I renewed my subscription on Monday 4/8/24 and the app has not worked since. I have called at least 10 times with several excuses as to why the app is not working. I have been transferred to several areas to try and resolve this issue, but nothing has been done. The last call I was told that MBRACE has been having issues and the rep ****** she does not know when this issue will be resolved and continue to call back and check.

• Initial Complaint

  Date:11/01/2023

  Type:Product 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 traded my 2018 Mercedez Benz for a new 2023 Model on Oct 2022. I called the ******************** and told them that I no longer owned the 2018 model, but I want to continue the stolen vehicle tracking service to continue to my new vehicle. The person that I spoke to said they would process that. I was never told that there are two different service for older vehicle and newer vehicle. I was never told that I had to cancel the service. They continue to charge me the subscription fee of $199. On October 2023 I found out that my subscription was expiring at the end of the month. I called ******************** and told them that I paid $199 and it should'nt expire. They proceeded to tell me that the $199 was for my older model vehicle and was never cancelled. I told them about the conversation I had back in October. I told them that since I no longer owned the 2018 vehicle I was provided the wrong information that I should get a full refund. They said they can only give me a partial refund. They provided me a partial refund of $68.15. I am asking Mercedez Benz to give me the rest of the refund of $130.85 because I should'nt be paying for service that I am not receiving specially if I was given the wrong information.

• Initial Complaint

  Date:10/05/2023

  Type:Sales and Advertising 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.

  Mbrace used a credit card on file for an authorized service to charge me for another service I didn't want/even know I had for 28 months at the charge of $28 monthly. I never authorized them to use my credit card for this. The credit card was recently turned off for fraudulent charges and Mbrace sent me a letter asking for a new number. That brought this scam to my attention. I called customer service and they said I should have called and cancelled the service sooner. In the complaints and reviews section I'm not the only person to fall victim to this scam.

• Initial Complaint

  Date:09/12/2023

  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.

  I have been going around in circles for 1 year with MBrace for the services that I cannot use due to the service not being provided in my service are. I live in a dead spot and it does not work! ****** in the Escalations Team knew exactly what I was speaking of when I was able to speak with someone at one point this past year of jumping through all the hoops MBrace has asked me to. Now you can only leave a voicemail with the Escalations Team. ***** from MBrace just told me a decision was made on my account on 8/15/23 but there was no email or phone call made to me. I in return left another voicemail. I have never been able to use this service but it is time for my renewal which I had already canceled, waiting on a refund and MBrace is still trying to charge my account. I have locked my CC to prevent the charge but they havent even provided me with the explanation of clearing up my original problem or provided me with a refund or solution on how to make this situation right. I am at loss.

• Initial Complaint

  Date:08/26/2023

  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.

  Canceled ******** ******** on 7/22/2023. Was told I would receive an email with the amount of the refund. Never received an email. I have been calling since 7/22/2023 to get the refund. On 8/18/2023 I was told they sent me a refund. I asked them to verify the account and they refunded the wrong account. Today is 8/26/2023 and I am still trying to get my refund. I spoke to a representative who told me she would put in an escalation ticket.