ComplaintsforMercedes-Benz of Catonsville

• Initial Complaint

  11/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  my experience with the service at the Mercedes in Catonsville was bad. I was in a car accident where I was severely hit on my driver side after recently purchasing my car. I sent my car to a shop called jones junction collision in bel air MD about 09/28/23 they did awesome on the body work but they had to send my vehicle to Mercedes Catonsville in order for the internal work to be done. vehicle is operated through a computer and sensors. One of the main things Mercedes was supposed to internally fix was something that alerted an active break assist being off and not operating effectively. When I picked my vehicle up from Mercedes the same exact issue that Jones junction sent my car there for still exist. I connected with Jones they said take it back to Mercedes and they would handle the rest considering my insurance claim was with them. When I went back to Mercedes I had to schedule an appointment to come back on a Tuesday at 1pm I was told by ****** a loner vehicle would be ready for me. I arrived 15 mins early that Tuesday ****** was completely lost and had no recollection of my appointment. He then questioned payment for my vehicle being seen and told me to go back to jones first in bel air Md to allow them to look first. It made no sense to me but again being a female not too familiar with this world I drove to jones and they said the same thing that no one should have turned me around and Mercedes is responsible for completing the job considering what they sent my car there for was not fixed. When the service provider from jones called ******, ****** told him that he told me to bring the car in the morning and a loner would be available not to go back to jones. That was a lie. I called there to see if I could bring my car back this same day since it was still morning a lady answers the phone and said I needed a week out to schedule for a loner. At this point I’m becoming frustrated with the miscommunication and driving back and forth across towns. I ask for ****** he confirms for me to come in the morning a loner would be available and he would re visit the issue with the car. I dropped my car off on 11/16/23 I got a text message 11/26 stating someone called me for the past 6 days to pick my car up and if I don’t bring the loner back before 7pm fees will apply. This was disappointing considering I had talked to absolutely no one or received any voicemails or text messages prior in regards of picking up my vehicle and bringing the loner back. I further explained it was 330pm at the time I’m in the middle of getting off of work and picking up my kids I could come as early as 8am the next morning. They agreed. When I arrived it was said that everything internally was completed and the active break assist was fine and didn’t need additional work. In fact ****** stated he test drove the vehicle and no lights came up. When it was time to check out ****** says to the cashier she’s all good she paid for everything just needs her car pulled around then he corrected himself stating “well she didn’t pay Jones did” which was extremely weird to highlight considering I pay over $500 a month in car insurance and that is the very reason the insurance company is paying for the damages from an accident that wasn’t my fault. So I’m at an inconvenience on so many levels here. When I got back in my car excited that I had finally gotten her back air still needed to be put into my tire which I thought would have been a courtesy but that’s ok. My car was frosty cold inside and frosted outside it should have been warmed before giving it back to me. My carpet on the passenger side which was damaged by the accident was still damaged not cleaned replaced suggested to be cleaned or anything which should have been a courtesy as well. The main thing that was not corrected was that The Active Break Assist was STILL inactive. At this point I’m flabbergasted. So an additional almost $2900 was spent and job not done. Bad customer care.

  Business response

  12/14/2023

  Good morning, I am in receipt of your complaint filed by Ms. *** ******. Mercedes-Benz of Catonsville is in disagreement with Ms. ******'s complaints and allegations raised in her complaint with the Better Business Bureau.

  
  

  Ms. *** ****** has cancelled 2 appointments with Mercedes-Benz of Catonsville to address her concerns. She is scheduled to be here this Saturday, November 16^th at 8:00AM to meet with my Service Manager, Patrick Taltavull. It is Mr. Taltavull's opinion that her concerns are baseless, and in fact the vehicle is operating as it was designed to do so.

  
  

  I am more than happy to provide with you an update first thing Monday morning as long as Ms. *** ****** shows up for her appointment.

  
  

  Have a good day,

  
  

   

  Samuel ********** **

• Initial Complaint

  02/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  From the date of purchase of this vehicle on October 23, 2021, I have had ongoing breach of contract interactions with this dealership. I paid $59,952.55 for vehicle and have not recieved any of the products of services associated with the purchase including car washes, loaner car when service, responsive service representative and repair on wheels for purchase of tire and wheel warranty. I have contracted Mercedes Benz Corporate and Mercedes Benz Financial for assistance and still no one from the dealership has responded to my concerns and complaint. I have paid my car note on time every month since I bought it. I last called on January 10, 11, and 12 to schedule an appoint and after over 14 calls still have not gotten a call back. Once I complained to corporate and told them I wanted my money back for warranties and that they can buy the vehicle back someone was suppose to call me to discuss ways to resolve. As of today, February 2, 2022 I have not received a call from the dealership.

  Business response

  02/23/2023

  Ms. ****, 

  Good evening, I am more than happy to respond to Ms. ******** allegations. They are baseless and meritless. 

  
  

  Ms. ******* ****** has retained counsel in this matter, and so has Mercedes-Benz of Catonsville.

  
  

  The base of the allegations involved that Catonsville was not able to wash her car, therefore she alleges that we breached her contract. Ms. ****** elected to surrender her vehicle on Saturday, February 4th, 2023.

  
  

  At this time since the case is being handled by attorneys there is nothing more I can do or say.

  
  

  Respectfully, I ask you to close this case. Catonsville will not take any further action in this matter.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I purchase a 2008 E350 Mercedes-Benz in 2008, had it for 8 years, no problem what so ever, in. Fe. 25, 2020 purchased a E300 :Mercedes-Benz, ( mine you I had a BMW as a wedding present in 2019) so that was 2 cars that were driven, the E300 MB had about 39;000 miles when purchased now it has bout 49,000 to 54,000, since I had this car, this is a pre-owned certified car, since I had the car they had to replaced the driver's car seat, cause all the leather had faded, all around the front and side of bumper, paint has peel( it took me 5 days to received my car, once received, my husband stated: this car has been had water damaged, MB refused to fix, on the ****** they had printout of 1 page were their was damaged to 1 side of care and back bumper, went there on Oct 10, 2020 and spoke to salesperson Mr George ******* and I was complaining bout my car, so he brought me copies bout the car, and as he was walking to me, he stated: Ms ***** (maiden name) I'm sorry, they sold you a lemon, the copies he show me from ******, another printout of car had been hit 3 times not 2 times, and that was not shown to me when car was purchased and I think he knew that, I said let me speak to manger, which is Mr Samuel *********/ General Manager/ Vice President, so I waited, Manager never came out of his office, so I received his number and left and went home and call Manager when I got home, no answer, left all of the information on his voice, ( name, phone number, reason for call, Manager never call me, so that same day I call Mr *******, and Mr ******* stated to me, the Manager is not gonna call you and he know why you calling ( it was not just bout peeling paint, it was the other issues I wanted to address). How as a V.P. of an establishment, you just ignore your customers or don't care bout their concerns.

  Business response

  01/26/2023

  Complaint Case # ******** * ******** ******
  External
  Inbox
  
  Sam *********
  11:58 AM (0 minutes ago)
  to me
  
  Ms. ****, Good morning, we received this complaint this morning and I am trying to find out more details. According to Ms. ******'s email she was here over 27 Months Ago and she is complaining about a call that she never received.
  I am trying to see when was her last visit but nothing is coming back to me.
  
  I will be in touch this afternoon.
  
  
  
  Samuel *********, IV
  
  General Manager

  Business response

  01/26/2023

  Sam *********
  12:35 PM (29 minutes ago)
  to me
  
  Ms. ****, Good afternoon I was able to find some additional information on Ms. ******. She visited the dealership on 8/9/22 and complaint about her seat cushion discoloring. In the interest of making her happy Catonsville goodwill the replacement of the cushion at no charge to her.
  Ms. ****** further complaint about some discoloring to her front bumper. The vehicle is a 2017 E Class with 92,089 Miles.
  
  Catonsville offered her a discounted price to paint the bumper but she refused to come with any out of pocket for any repairs.
  
  I feel that Catonsville has gone above and beyond to help this client.
  
  Respectfully I ask you to close this complaint.
  
  Have a good day,
  Samuel *********, IV
  
  General Manager
  
  Koons Mercedes-Benz of Catonsville

  Customer response

  02/09/2023

  
  Complaint: 18935842
  
  I am rejecting this response because: I think they did something to my car and they burned headlight
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for a service And multi check point on car on sept 3 2022 Pryor too that had and oil change and my oil cap was left off of vehicle don't know how long it was off until I stop to get top off fluids before getting on road I was missing oil cap Car went into shop on sept 19 2022 I let them know about oil cap they said nothing I took car for left air strut but still functional right side strut fine never lost air anything had car towed too shop Fast forward car sat for a month before they did any work too my car never kept communication between us and lacked doing there job with warranted company it's so much details too this that I really need to speak with someone whom can help me today is January the 17 I still have no car they called me to pick up car almost 3 months dec 12 2022 My car is now worse than it went in and they know my car was not like this entering the dealer and I am A frequent customer of there's 2 /2 yr I miss no appointments and no one else works on my car but them I barley drive my car I was put down look Down upon treated like trash no help no ride home no anything not even a resolve to why I refuse too pay for the car I ask to speak to owner haven't spoken with him Yet only asst manager very rude and did not care about my problems even embraces me in front of dealer when I ask to hve my keys to get some things out of car told me no just unlock the doors sir u messed up my car where can I drive it too and it won't drive and u said u fixed my car now either side works at all I cried I was so hurt they had me there' for hours to make no resolve even called corporate been waiting 30 days from a call from them still no resolve i hve lost out on all my jobs and moneys too support my family I run my own enterprise and it's has loss so much its foundation that I am drowning now in bills bcuz they mess my car up and refuse too come too a resolve plz help me I'm begging in Jesus name amen husband # *** *******

  Business response

  01/20/2023

  Customer decline the repairs to have the vehicle repaired properly after her third party warranty company decline the repairs.
  customer has yet to pay or approve to have the repairs done properly. we have offered the customer a alternate solution with going with a aftermarket part to help in cost for the repairs. spoke to husband 1/19/2023 and waiting for approval to get the vehicle repaired properly.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Had my Mercedes C300 towed in on 1223/22 for a key fob issue. was quoted by Stan in Service $565 diagnostic fee then $575 for a new key & programming then was told i needed a $465 battery. Stan called me and said he drove the vehicle and parked it and when he went to move it the steering column lock mechanism was broken and the ignition module needed replaced for an additional $3000. I refused to pay for damages caused by dealership employees and was sent a bill for $863.13 on 12/30/22 I sent the same tow truck to pick up my car. the dealership parked the car in an in accessible spot and refused to assist the driver. the dealership then tried to sell me a car and I was quoted a price for a vehicle and the dealership sold that car to an employee. I returned on 1/16/23 to retrieve my vehicle and the dealership claimed to have lost the keys the previously charged me $863.13 for. They then tried to extort me into buying an alternate vehicle when I declined to buy a car they still haven't released my vehicle. I want the dealership to repair the damage they caused to my steering column and ignition (Stan drove and parked my vehicle acknowledging the vehicle was operational when he parked it) i want the car repaired at the dealership cost and I want my car back. I've made 2 attempts to get my car back and the dealership is holding my car hostage trying to extort me into buying a car off their lot.

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a "certified used care" June of last year. So excited that the night I purchased the car which ran very late, I noticed a dent on the back bumper with the paint chipped off. Told the salesman and he assured me that he would have it repaired by the following Monday. I offered to leave the car to have it repaired and he convinced me to take it. The week came and went and no repair. After numerous complaints and pretty much having spoken with everyone, I still have not had the bumper fixed. The last time I went in there, the manager Tyrone ***** told me that he could split the repair bill of over 800.00 with me. I refused and feeling so hurt and taken advantage of, left. Everyday, I look at the dent and feel so cheated. I have emails to prove this.

  Business response

  10/11/2022

  Business Response /* (1000, 5, 2022/10/03) */ complaint # XXXXXXXX External Inbox Sam ********* 11:23 AM (2 minutes ago) to me, Robert Ms. ****, Good morning. I personally have looked up this client and there is no record of this client doing business at Catonsville. It would be of great help if I can get a number, email or VIN# so I can do some more research and prepared myself to assist the client. Currently I do not see Ms. ***** ******* in my data base. Thank you. Samuel *********, IV General Manager Koons Mercedes-Benz of Catonsville /////AMG Performance Center 2021 Best of the Best Silver Laurel Award Winning Dealership 2015, 2016, 2017 & 2018 Best of the Best Award Winning Dealership *** ***** Automotive Companies 6631 Baltimore National Pike Catonsville, MD XXXXX XXX-XXX-XXXX x **** XXX-XXX-XXXX Mobile *************@Koons.com

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Ron ********* Purchased a used 2019 S-560 Mercedes Benz from Koons Mercedes Benz of Catonsville **** old ********* National ***** on (May 10,2022) My salesmen was Zack ****** When purchasing I was offered some additional warranties that would cover my vehicle when the manufacturers warranty expired ($5300.00 then I was offered warranty coverage wheels and tire that I also purchased ($3140.00) then I was offered a Maintenance plan that I also purchased ($1490.00) total cost for all warranties was ($9694.00) I was also told that all warranties could be canceled with full refund at the time of purchasing the warranties. I decided in mid June to cancel all warranties the reason for the cancellation is that my S-560 wasn't good replacement for my S- 600 so I decided to purchase (on order now) 2023 S580Z4 Mercedes Benz 580 Maybach.That was reason for the cancellations extended warranties I purchased. I made several phone calls to the dealership starting on or about June 23 2022. Each I explained to operator that I wanted to cancel my warranties that I had purchased I would transferred to what I was told the finance department every time leaving a message never did I get a return phone call after about 3-4 weeks I decided to call Zack Smith he explain was out work for a while (dog Bite) he could have one of his co-workers get back with me that never happened either. Now after another messages left at the dealership about canceling the warranties without return calls again. I reached to Zack Smith again Zack promised he personally have someone called this I received a call from Joyce ***** I received required papers to fill out and returned that was completed on 08/11/2021. My finance company posted a credit of ($8204.41) on 09/12/2022 30 days later. My refund amount due was $9694.00, my refund was $1489.59 short, there has no claims on any of any kind against the warranties purchased. I'll not accept nothing less then a full refund of $96.94.00.

  Business response

  12/19/2022

  Business Response /* (1000, 29, 2022/10/31) */ Complaint ID#: ******** Ronald ********* External Inbox Sam ********* Oct 27, 2022, 1:42 PM (4 days ago) to me, Kierra Ms. Lisa **** BBB of Greater Maryland *** ** Sharp **** Suite **** ********** ** XXXXX RE: Complaint ID#: ******** Ronald *********    Good afternoon I am reaching out to you to address The Complaint Filed by Mr. Ronald ********* on the purchase of a 2019 Mercedes-Benz S560 on May 10th , 2022. Catonsville received a request from the client to cancel his Extended Warranty, Tire and Wheel Protection and Pre-Paid Maintenance PPM. Mercedes-Benz of Catonsville complied with Mr. Frank's request with the exception of the cancellation of the PPM. The Amount of the PPM is $1,490.00 Mr. Frank was given a copy of the PPM Policy along with its policies and disclosures. In the disclosures (see below) clearly states that a PPM may NOT be cancelled or transferred. In the interest of helping out Mr. Frank Mercedes-Benz of Catonsville reached out to MBUSA asking for an exception however MBUSA stands by their policies and disclosures. There is nothing else we can do. Please close this complaint. Thank you. Consumer Response /* (3000, 31, 2022/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Copy I was told at time of purchase of service contact was 100% refundable. Now that send a contact claims the contact isn't cancelable and if dealership decides to cancel the service is It's not refundable that is just not legal in any fashion . With reinstate the service contact or issue the refund. Ron *********

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  After charging me 2100 dollars to my extended warranty and 624 when my deductible was only supposed to be 200 dollars they find a leak in the back of my engine but didn't fix the repairs because my car is still leaking you can smell the burned oil inside the car while driving with the fan on and if you lift the hood up you can smell the burnt oil I sent pictures of my oil continue leaking which was confirm because my oil sensor informed me my oil was low after the repairs after I took it back the 2nd time they disabled my sensor it won't come on even when the oil is low now so I have to manually check it and the oil is still leaking and you can smell the burning oil they said my oil cap was the cause and they replaced it whicg is bull nothing was wrong with my cap I bet they didn't even replace it even if they did the car still leaking oil so I took it back a 3rd time let them smell the oil burning smell in the car and they did nothing the manger Patrick informed me that my extended warranty wouldn't fix it due to some inspection crap but if it's leaking they informed me they would repair my car which is car shield if I took it to another mechanic now I would have to pay my deductible again and any out of pocket expenses that's not covered by my warranty which is why I want a refund and my car repair by another shop and I want a refund for the cap they said was why it was still leaking which was not true because if it was the cap why is my car still leaking oil and have that burned smell they shop is a bunch of thieves I want my car to be inspected by another shop verse the nonsenses they saying I have all my receipt took a few pics and videos of my oil being low after they repairs

  Business response

  09/01/2022

  Business Response /* (1000, 6, 2022/05/26) */ Re: We received a complaint # XXXXXXXX on your business External Inbox Patrick ********* 3:42 PM (56 minutes ago) to ******, me, *******, *** Good afternoon Ms ****, Mr. ******* came into the dealership 5/25 after speaking to me on the phone . He stated to me the vehicle had burned 1 qt of oil overnight. (initial repair was performed 5/4/2022) I asked him to bring the vehicle in for us to check out. When he arrived, I spoke with him and inspected the vehicle with him. We saw no oil leak, burning smell or smoke from under the hood or from the exhaust. I told him leaking or burning 1 Qt of oil overnight should be very obvious with a misfire ,smoke or a visible leak. I showed him how to check the oil level. Mr. ******* admitted that he was checking the oil level incorrectly and it was above where he thought it was. I showed him that the oil level was about 3/4- 1 qt low and topped the oil off for him. I told him that the oil level light would not come on until the oil level was below 2 qts low. He then stated that he had added oil to the engine prior and he spilled some oil around the cap. He remarked at how steady my hand was when pouring oil into his engine. I instructed him to bring the vehicle back in a couple days and we would check the oil again to see if the engine was burning oil or leaking. He then stated that he had an extended warranty and that we could replace anything we wanted to. I informed him that we had to find an actual leak or proof of burning oil to show to the extended warranty inspector to get the claim approved. I said we would have no problem contacting the extended warranty company if in fact we found an issue with his vehicle. He then asked why he paid more than the deductible amount. I explained to him that the extended warranty company will not cover some parts (nuts, bolts, sealant, bulbs) he understood that this was the difference in price over his deductible. I gave him my business card and instructed him to not add any more oil so we could set a baseline of time, mileage and how much oil is lost. Best regards, Patrick ********* *************** Mercedes-Benz of Catonsville /////AMG Performance Center Best of the Best Award Winning Dealership Main: ************ Direct: ************ *****************@*****.com Consumer Response /* (3000, 8, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I informed ******* that the day before I put oil in the car it had no oil and was at the first line on min and before that when I bought the car for them to look at I had put a quart in it then after they fix it the first time it's clearly still leaking oil and after they did the repairs they should of added at least a quart if they did that's still 3 quarts of oil I am convinced the is still leaking oil and don't want to drive it for weeks while all the oil leaks back out the car Because it can cause a bigger problem later also I should not have to use my warranty again if they failed to completely fix the problem correctly the first time which they did and I power washed the car and bought engine degreaser and cleaner and can still smell oil from time to time also I never admitted that the cause I paid to the dealership should of been 620 that was just a lie and the bill was not clear why my deductible was high and bolts they didn't even bother to replace on my car after I them too my car still has the old rusted bolts it had when they started working on the car so if I was charge this amount why was my bolts not replaced look at my picture they didn't touch my bolts which due to the age of the car needed to be replace I know for a fact it's still leaking oil because I smell it everyday driving the car also why would my oil level been on min if they looked at the car twice and fix the problem If they gave my car back to me with no oil damage could of been done to my engine everytime I bring my car to the shop it has a little oil only because I add oil and don't want to damage my car all the oil Patrick put in will leak again mock my words in a few weeks just like it's been doing for the last couple of months I put at least 2 quarts since they fixed my car so what does that mean ?? Just because you top it off ain't fix the problem they had me bring the in and didn't even put it on the lift to see if it's possible it could be still a leak they have a don't care attitude and can't be bothered anymore because they they made there money and even if they do look at and agree it might need more repairs they won't fix for free and expect to get paid again for work they already been paid to fix if my car leaking oil never me or my warranty will pay them any more money they should of diagnosed and fix it correctly the first time and they already admitted when I bought the car in the 2nd time it was still leaking so why did I have to pay for a oil cap then which was not the cause of my leak but they told me it was the cause after they fix it I have text messages of all my conversation with the time there is no way oil was leaking though my cap and I did spill a little oil before bringing it in the 2nd time so you charge me for a cap but here you just said I waste oil get your story straight Consumer Response /* (3000, 17, 2022/06/13) */ Ok will half of my oil is gone after it was previously at full still smell oil burning after Mercedes benz of Catonsville koons said they repaired my oil leak I provided pics of my oil level getting lower and lower and it need to be fix asap before all the oil leaks out again I want a full refund so I can take it somewhere else I have not heard anything lately Business Response /* (4000, 19, 2022/06/13) */ Patrick ********* 2:15 PM (0 minutes ago) to ******, me, *******, *** I have been communicating with Mr. ******* this morning. he sent me multiple conflicting pictures of the oil level. Below are my responses to him. Koons Mercedes Benz of Catonsville: Good Morning Mr ******* this is Patrick. The pictures that you attached are showing the oil level about where we left it in the service lane 3 weeks ago. Which is less than .5 qts low out of the total 8.5qts in your engine. You may certainly bring the vehicle in to have us inspect for external leaks or you may have a independent technician inspect your vehicle. Koons Mercedes Benz of Catonsville: This conversation has too much information to put into a text. The first step in repairing your vehicle is determining if the engine is leaking externally or if it is burning the oil, which have two very different routes of repairs. I will be happy to explain both of those routes when we figure out where and how much oil is leaking or burning. The first step is going to be inspection of the vehicle which I would like you to be present to show you the underside of your vehicle. Let me know when you are available for this initial inspection. He has not responded to the last response from me to set up an appointment. Patrick ********* *************** Consumer Response /* (4200, 21, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want another shop to check my car and check my oil sensor to see if this leak can be slowed more or stopped once I get another opinion I will update here I will be having my car checked early next week to see what repairs have been done and is there anymore I can do since it's still leaking Business Response /* (1000, 25, 2022/07/07) */ LC 07/07/2022 (Note from BBB): BBB asks that the consumer provide written documentation from independent shop showing that the work done was subpar. Consumer Response /* (3000, 27, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) My low oil sensor is on check the mileage on the attached picture this business Mercedes of Catonsville did not fix my oil leak after I paid them I didn't pay them to slow the leak down I paid them to fix it because I can lose or my engine can be damaged by the leaking how do a business claim to fix a problem when the car itself shows the problem has not been fixed

• Initial Complaint

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Vehicle reliability is important so I purchased a 2014 CLS550. I chose to take it to Mercedes Benz of Catonsville, MD- Kooms Dealership. This decision has consistently kept Me in debt and/or believing that I had the worst luck with my car. Recently. November 2021 I took My vehicle in and was told I had to have cam sensor work completed for an upwards of $3500. I broke down and paid the money as I thought it was better to be safe than sorry . 3 months later February 14th the service light came on and the check Engine light followed The Koons dealership says my cam shifted in my engine and would cost $13, 313.00. My heart dropped as I only owe 11k and I just paid $3500.00 three months earlier. As an active duty service member one is my co-workers referred me To an independent certified mechanic. The diagnosis was cam Sensors needed to be replaced -- labor and cam sensors $362.00. I have been getting ripped off by Koons Mercedes of Catonsville. I would Like a review of My file and a return of the previous $3500 or at least a portion. This is ridiculous that a place would Take advantage of hardworking customers. I WILL NEVER TETURN TO THIS DEALERSHIP AGAIN! I trusted them and this is the thanks o get for Loyalty.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I just spent over $1600 for service but when my son picked up my car he noticed that the parking break release lever was broken. I contacted the service department and asked them to ask the tech who worked on the car how the lever was broken, but I got nowhere. I did receive a call back from Patrick, the service manager, who said that their techs would not remember because they worked on too many cars everyday (their techs did remember to list all services needed on the car, but they would not remember how they broke the parking break lever??) He went on to say that it is very common during the cold weather for the parking brake lever to just break off and they end up replacing 2-3 of these levers per week (Is there a quality issue with Mercedes or are their Techs pulling on these lever too hard??) However, he refused to take responsibility and would not fix this common problem on my E-class. **** ****

  Business response

  02/24/2022

  Business Response /* (1000, 14, 2022/02/21) */ Service manager Robert E. contacted customer to have vehicle brought back in to inspect the emergency brake handle/cable. Upon inspection found a failure of the cable assembly. Robert offered to cover the repairs for the customer. Part was in stock so Mr.**** waited to have part installed and vehicle was repaired and cleaned. Mr. **** left happy with Robert E. has point of contact moving forward with service. Consumer Response /* (2000, 16, 2022/02/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Mercedes service department finally took the time to identify the and fix the problem. The plastic handle was not broken as suggested but instead the cable was loose. Thank you.

*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. ↩