ComplaintsforMercedes-Benz Mbrace
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Complaint Details
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Initial Complaint
06/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
11/01/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
10/05/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
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
09/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
08/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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.Initial Complaint
07/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Mbrace took ****** out of my account with no notice after I canceled the service. When I called to get a refund I was told I would have to wait 2 weeks. They do no notify customers of charges and overcharge for multiple services without your knowledge. Apparently I have been paying for years and the one time I actually used the service, they were totally unhelpful. I would like a full refund.Initial Complaint
05/22/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I totaled my ******** 3 years ago. However, Mbrace continued to bill me $199 per year. I requested a refund for the 3 annual charges and was denied a refund for the first 2 years. Billing after a car has been destroyed is an abusive practice. I will wager there are many thousands of other Mbrace subscribers who have suffered the same abusive billing practices.Initial Complaint
05/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
mbrace has been billing me $199/yr for 3 years despite the fact that the car was totaled 3 years ago. They say they send an email notification each time but there is no record of any such emails in my email act. said theyd refund the very recent $199 but not the other 2.Initial Complaint
03/31/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Back in the fall of 2021, my wife and I purchased a used ********* and cancelled the 3 month free trial of MBrace at the end of the year. (Similar to what we did with a previous ********** I never received a bill, so I assumed my cancellation went through. Otherwise, I would have immediately called back to cancel.This past January 2023 I noticed a $534.60 charge. When I called #************, they said there was a computer billing issue and many did not get billed. Therefore, this bill covered two years. They then processed a partial refund of $328.54. However, since I cancelled, I'm still looking for a full refund. $206.06, is still outstanding. I've called multiple times, no one responds with the resolution. Only upon my calling back to I learn, they've closed the complaint. My 3/15/2023 email to the, *************************************** has not been returned.Ref ******************** #************* Since I cancelled within 3 months, and did not receive a bill within a reasonable amount of time, I feel I deserve a full refund. I would appreciate anyone from MBrace contacting me to discuss my situation.
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Customer Complaints Summary
23 total complaints in the last 3 years.
6 complaints closed in the last 12 months.