ComplaintsforRBM of Atlanta, Inc.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my Mercedes S580 Sedan to RBM of Atlanta **************************************************************** *****. Friday, Dec 22, 2023 to get serviced. My service advisor was ***************************. I was told the ramses control unit needs to be replaced in the vehicle. The part is currently on back order and won't arrive in February and doesn't have an estimated date. The main issue is my car is brand new, when I received the vehicle back there was damage to the back bumper I brought to my attention and the side of the seat was broken. I later noticed the front bottom of the bumper was damaged in the front. It seems like it was damaged on a curve. This is a new car with no damages to the exterior and interior of the vehicle. I have spent a lot of money with RBM and have been coming to this RBM location since 2018.I feel since the car is under warranty they didn't provide quality service if I was paying for the service. I would like to have these damages addressed and have a status update of the ramses control unit ETA.

  Business response

  01/09/2024

  The vehicle is not brand new as he states in his complaint, its a 2021 model year vehicle. 

  The ramses module has a current workbench case open with MBUSA to determine a more realistic time frame as to when we can expect the part to arrive. We are waiting to hear back from MBUSA.

  The damage to the rear bumper was explained to the client as pre-existing.  There was a small ******************* that could be wiped off with some solvent which was not his main concern.  His main concern was the very small scratches, that upon inspection have been there for quite some time.  They have been there long enough that they have been polished and buffed over previously.  They are minute scratches from pulling things in and out of the trunk which we did not cause and would have no way been caught on even the best walk around due to they are so small.

  We did not speak about anything on the front bumper so we would need for him to show us what he is talking about and compare to our walk around video. If the front bumper issue is anything like his issue with the rear then it most likely will not be visible due to how minimal it is.

  
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am filing a complaint against RBM of Atlanta, Inc. and against a specific Service Representative at the Mercedes-Benz dealership located at [*************************, Atlanta, ** *****]. On Saturday, March 18, 2023, I brought my vehicle in for warranty-approved repairs, and was later being forced into an attempt to purchase additional, unnecessary services.Upon initial interaction on Sat, March 18, 2023 they prepared a loaner vehicle for me, and only on Monday, March 20, 2023, did the Service Rep neglect to mention the second code that showed up on my Bluedriver obd 2 reader, P0128 and P008A. Only after I sent him a photo of the codes did he admit to seeing the second code but failed to mention it until I asked about it. He then mentioned a nail in one of my tires, which he claimed occurred while my vehicle was in their possession. He attempted to coerce me into purchasing four new tires and an alignment, despite this not being the reason for my visit.After declining the offer, He called me on his private cellphone & asked me private questions as to what was holding me back from buying new tires from the dealership. This behavior is not only unethical but I also believe that the Service Rep violated several consumer protection laws during this interaction, including attempting to coerce me into purchasing additional services and engaging in unethical behavior by asking me personal questions. As a consumer, I have the right to have my warranty-approved repairs completed without being forced into purchasing additional, unnecessary services. Additionally, the dealership is responsible for any damage that occurred to my vehicle while it was in their possession, including the nail in my tire.I request that the dealership take immediate action to remedy this situation, including completing the warranty-approved repairs without requiring me to buy additional services. Furthermore, I am requesting that the service rep be reprimanded for his behavior during this interaction.

  Business response

  03/29/2023

  Please see attached documents.

  Customer response

  03/30/2023

   
  Complaint: 19627717
  
  I am rejecting this response because:

  I am writing in response to the attorney letter that was sent to me by the service provider. Firstly, I would like to bring to your attention that the attorney's letter contains lies and false allegations against me.

  The attorney stated that I was informed about the nail in the tire, but this is not true. I was only informed about the nail in the tire after several phone calls and after I mentioned the second code that was covered by the warranty.

  The service rep neglected to mention the nail in the tire until I brought up the second code. This is a violation of Georgia and federal law, which requires service providers to be transparent and honest with their customers.

  Furthermore, the attorney's letter falsely claims that I left a threatening letter. This is not true. I left a letter that explained what happened and invoked my rights as a consumer. I was trying to find a solution that would benefit both parties amicably.

  The attorney's letter also neglects to mention that the faulty fuel pump was not covered by the warranty, but the second code was covered. The service provider neglected to mention this to me and instead tried to force me to purchase new tires and an alignment.

  
  As a consumer, I have rights that are protected by Georgia and federal law. The service provider violated these rights by neglecting to inform me of the second code and the nail in the tire.

  Additionally, the service provider tried to force me to purchase new tires and an alignment when it was not necessary. This is a violation of Georgia and federal law and I am entitled to seek justice.

  I kindly request that you review the facts of this case and take appropriate action to ensure that the service provider is held accountable for their actions. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a Mercedes Benz 2016 GL350 Bluetech, which qualifies for the Mercedes Benz Bluetech settlement (Approved Emissions Modification Upgrade). To be able to qualify for the settlement, the vehicle has to be repaired at an authorized Mercedes Benz dealership for the emissions modification upgrade by October 1, 2022. I have been communicating with the RBM of Atlanta Mercedes Benz dealership to get my vehicle repaired before the due date for over a week and I have not been able to get anywhere. RBM has told me there is a backorder on the parts. They are not calling me back and time is running out. They say they don't have the parts, but when I call Mercedes customer service they tell me that shouldn't be an issue. Mercedes Benz customer service says the parts are widely available.

  Business response

  10/06/2022

  The recall campaign that ************** is referring to was completed by RBM of Atlanta on Sept. 23 2022. 

   

  **********************;

  General Manager

  RBM of Atlanta

• Initial Complaint

  06/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I've been doing business with this location for many years now for all my car services. I've never had any issues until now. On 4/29/22 I took my vehicle in for a routine service, once leaving my home I went directly to the location and dropped my car off. My home exterior camera shows no chip on the lower front bottom bumper only some yellow marks. However, when I picked my car up on 4/29/22 after returning home I noticed the chip on the lower front bumper of my vehicle. I notified the sale advisor of my discovery and he informed me that he would investigate and let me know. He also made the statement that these cars are so low to the ground. I said correct I almost didn't see it because its on the lower area. But Im assuming that this happened when maybe they were lifting the car for the repair based on where the chip is located. He was supposed to contact me pertaining to this issue, I even stopped by about another issue that was addressed. This was on 5/4/22 which again I asked about the chip and was told he was still checking on it, but now as of 6/10/22 I've left three messages and still have heard anything from ***************** regarding this matter. I'm very surprised because I've never had any issues with them in the past and they're always great with their service.

*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. ↩