ComplaintsforMercedes-Benz of Springfield

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently requested a refund for a cash deposit I made on a vehicle, and I have not received it yet. It's been almost a month since I made the deposit. I requested the refund two weeks ago but have still not received my check. Initially, I deposited a vehicle the dealership did not yet have a title. I waited a few weeks for the dealership to receive the title, but they still have not received it, and I was running out of time to use my loan offer. For this reason, I decided to cancel that purchase and continue shopping elsewhere.

  Business response

  07/01/2024

  We have been in touch with the customer and **************** confirmed that she received the refund due to her. We apologize for any delay and inconvenience is created.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On May 25th, 2024, I leased a vehicle 2024 C300 4M. The car was parked inside the showroom with 5189 miles on the odometer. I signed the agreement and gave them my first car payment in the amount of $990.55. I was scheduled to pick up the car on June 1st, 2024, and ******** registered the vehicle on May 28th, with the mileage at 5189. The sales consultant called me the day before to tell me they had found a crack on the windshield that would have to be fixed; therefore, the vehicle would be available for delivery on June 4th. I picked up the car on June 7th, and the mileage on the odometer read 6147; there was an additional 988 miles added, which can only mean someone drove my car after I had made my payment, and because they drove the car the windshield was damaged. I immediately brought it to the sales consultant's attention before driving off the ******** lot, and he told me that he needed to see the paperwork to look into it. When I arrived home, I immediately contacted him, and he stated it was an error; it happens sometimes because they work off two systems. I wrote a detailed letter to the dealership owners requesting a copy of the service done to the windshield and an updated document with the correct mileage of 6147, but I am still waiting for a response. However, I did receive a phone message from ***************** (manager); he stated he was concerned about the survey I had submitted and would like to discuss it with me. Yet, I'm still waiting to hear from him.

  Business response

  07/01/2024

  ********************, we're sorry again for the paperwork issue that caused this. We were very disappointed when we learned that we did not update the mileage to the current and accurate mileage before printing your contract. We understand the confusion that this oversight created. We are hopeful that us reimbursing you for the time it took to repair the windshield, the difference in mileage, and updating the mileage within our system will allow you to move forward and continue to enjoy your C-Class. We look forward to seeing you for service next year! - ***, ************ 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/12/23 my husband (*********************) and I went to this dealership hoping to purchase an Acura that we test drove on 8/11. We weren't approved for financing since the vehicle was too old. We wanted to work with the dealership because they were so great to use. There was a 2018 Nissan Rouge they had in the back that had exterior damage to the front bumper. The dealership said they would give us a deal if we wanted it since my dad is an auto body mechanic. Before we signed anything I asked if the vehicle would pass inspection with it looking like that. I was reassured it would pass because it wasn't a safety issue. We were told the vehicle would be ready 8/16. The communication was horrible. I contacted our salesman Jack multiple times. There was a small issue with my husbands name on the insurance documents but it was fixed within an hour of it being brought to my attention. We were finally able to pick it up 8/18, but they advised they had to reject the vehicle for inspection due to the bumper. I was extremely frustrated as I was promised it was passed and I should have never taken a vehicle with a red rejection sticker home. On 8/19 my dad went through the vehicle. The passenger headlight was completely cracked and a front part that I have the part number to was cracked. I immediately notified our salesman. On 8/21 I called and asked to speak to a manager (Sam) as I was getting nowhere with Jack. We agreed to do the work ourselves. The parts arrived 8/23 and we picked them up. On 8/27 the cosmetic issues were fixed, but now there was a seatbelt warning light that remained on with no one in the passenger seat. The dealership said the vehicle would have to go to ***************** as they couldn't fix it. I contacted Mercedes on 8/28 and 8/29. After this I have no written documentation of communication, but we dropped the vehicle off with them and ****** reset the code. The vehicle passed inspection. (There are more horrible things, but I've run out of characters)

  Customer response

  09/11/2023

  The vehicle was dropped off to Mercedes on 8/29 and they brought it to ***************** on 8/30. I was told the vehicle was then ready for pickup on 8/30. I had asked if it was re-inspected since they said they would do that after everything was fixed. The service department didn't know if needed to be re-inspected. The vehicle was re-inspected on 8/31 and we picked it up that night. When we were driving home the seatbelt sensor turned on again. I immediately called Mercedes and said it needed to be fixed again. On 9/1 Mercedes said that ****** could take a look at it the following week and we could go drop it off. At this point we had been paying for a vehicle that we couldn't even drive and had been wasting time and money going back and forth after we work all day to the dealership. I called the manager and asked that someone come pick up the vehicle. He said since it was a holiday weekend, he would call me on Monday and set it all up. Monday came and went. I called 9/5 and asked why I wasn't called to which I got the response of "I didn't know I was supposed to call you back". The vehicle was picked up from my home on 9/6 and was brought to ***************** on 9/7. I completely understand that once it's at the other dealership Mercedes really doesn't have control over how the work is done. My issue was this entire time the communication was so poor!!! I was promised it would be done, then the next, and the next. I had my father physically go to ***************** on 9/9 and they said they didn't even have anyone working on the vehicle since they didn't have a certified tech there that day. Mercedes had told me when I called them that day that it was being worked on and would hopefully be done by the end of the day. I called Mercedes back and said don't bother with the vehicle since ***** said it wasn't being worked on. I finally received the vehicle back today 9/11 with hardly any gas. The gas tank was filled when we purchased the vehicle, but we got to drive the car for TWO days out of an entire month and all the gas was spent driving back and forth to the dealership. This is the most horrible experience I have ever had with a car dealership and actually any business in general. I called and left a message for the owner asking to speak with him weeks ago when he was on vacation out of the country, but never received a call back which is what usually happens anyways. The vehicle was purchased 8/12 and I just now have it in working order so far on 9/11. Paying for an entire month of a car payment to have no use of it?!? I have had to rely on my family to go all my medical appointments since we only have one other vehicle, and my husband works in ***********. This has caused a HUGE amount of stress for me, and I really can't say that enough. I thought we were getting into a great relationship with the dealership, but turns out after the papers are signed, they really aren't as great. I pray that the light stays off and no more safety/mechanical issues pop up. I'm ready to be completely done with my relationship with Mercedes-Benz of Springfield and just want them to be fair and make some sort of an effort to right their huge amount of wrongs.

  Business response

  09/15/2023

  We are working this out privately with the client. 

  Customer response

  09/15/2023

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

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THE WORST experience i have ever had with a car dealership! They sold me a lemon a220! LEASE STARTED 7/30 THAT DAY I CALLED, BY 8/12 WAS THE FIRST SERVICE DATE AVAILABLE. The day i picked it up it wasnt even the car i had purchased, totally different basic model, was never allowed to test drive a vehicle off the lot was told i couldnt. All of the check engine lights and service lights were on, transmission was slipping, tick in engine, it wouldnt pick up speed. I called immediately and told them, they scheduled service for days later and was told there was nothing wrong with the car. They brushed me off and sent me on my way. I have consistently brought this car in for the same issues for two years now ALL the service records show the same consistent issue since day ONE! they keep telling me the issue can not be duplicated! WELL, now that they have and were able to duplicate it, they are trying to charge me for ALL repairs that my lease SHOULD be covered. I have called corporate, tried to reason with ******** of Springfield and i cant even receive a call back from the managers! They have left me with no vehicle and a 6 month old child. TERRIBLE & EMBARRASSING! They are also racist and have no problem letting you know that. NEVER EVER BUY A CAR FROM THEM!

  Customer response

  06/30/2022

  Consumer provided attachments of her service records

  Business response

  07/02/2022

  Customer brought vehicle to dealership on 5/31/22 with ****** miles.

  Customer concern was:

  CUSTOMER STATES THERE IS A RATTLE NOISE. SOUNDS LIKE
  SOMETHING WANTS TO SNAP. HAPPENS AT ALL SPEEDS.

  Our diagnosis:

  VERIFIED RATTLING NOISE. CHECKED ON LIFT AND FOUND NOISE
  COMING FROM ENGINE. CHECKED HISTORY NO HISTORY OF SERVICE
  OR OIL CHANGE. MESSAGE ON DASH READS "SERVICE OVERDUE BY
  21785 MILES" REMOVED OIL FILTER AND FOUND VERY HEAVY METAL
  CONTAMINATION IN FILTER AND OIL. FILTER MATERIAL IS SUCKED
  INTO ITSELF FROM CLOGGING

  DUE TO INTERNAL ENGINE DAMAGE DO NO RECOMMEND STARTING.
  CUSTOMER DECLINED ENGINE REPLACEMENT.
  DID NOT START

  The damage was caused due to the vehicle not being serviced to the manufacturers specifications. Either oil changes weren't performed or the wrong oil was used. The provided handwritten receipts do not specify where the service was performed and the documented mileage is out of sequence with the mileage we have on file. We presented ************* USA with our findings and the declined to repair the vehicle under warranty.  

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