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:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Transaction date 04/08/2025 I paid them ******* dollars to repair the ** in my car Mercedes of Catonsville told me they were going to fix the ** The nature of dispute is that Mercedes Catonsville, after they told me the ** in my car was repaired, I checked the car and found out the ** in the car was still not working, the car was hot. I asked the driver who brought the car to me, to take the car back to Mercedes Catonsville because the ** was still not working. The driver even agreed the ** was not working. He drove the car to me with the windows down because the care was hot. The driver took the car back. After weeks of arguing back and forth with the repair consultant at this business, my car was returned to me without the ** being repaired. I even spoke to the general manager of Mercedes Catonsville and my car was returned to me without the ** working and was I charged ******* dollars. I asked the company to refund my money because the ** in my car was not fixed, and that was my complaint when I took the car to Mercedes Catonsville for repair. The repair consultant claims I never told him the ** was not working. He claims I only told him the car blows hot air. They have not tried to resolve the problem. They argued with me over the phone for weeks every time I called to check on the status of the repair of the ** in my car.Thank you, I just want my money. They treated me wrongly and I feel like the repair consultant and repair took advantage of me because, I am a woman and I do not know much about cars. I know when my ** in the car does not work and when it is repaired, because it will work.I did not report this matter initially until now, because every time I think about it I get upset that they had treated me wrong and taken advantage of me, for my lack of knowledge related to cars, and had taken my hard earned *******, without rendering the service I requested. Thank you for assistance in this matter,Sincerely,**** Eyongepey

  Business Response

  Date: 04/28/2025

  Good morning I have a few comments regarding this client.
  
   Ms. Eyongepey's  last visit to Mercedes-Benz of Catonsville was on May 16,  2023  when she had a complaint about her A/C not working. Catonsville provide her with an estimate of $3,000 which client refused the work at that time and was charged $0.00 Dollars. Client picked up her vehicle with no work completed per her request.
  
  I will ask you kindly to close the case, no further action need it from Catonsville at this time.

• Initial Complaint

  Date:05/22/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 purchased a 2018 Mercedes Station Wagon with ****** miles. Since the purchase I have not been able to get it to pass Washington DC inspection. I keep trying to reach out to the dealer with little to no luck .They keep telling me to drive it, well I have driven it for about *****.miles and it still will not pass. I have gone to the inspection location 5 times and each time it failed inspection because they cannot read the emissions. I'm also $70..00 in the whole taking it through inspections. I have reached out to the dealership several times they keep telling me the salesmen it out you will need to deal with him, I have asked for upper-management and they keep transferring me to numbers leave a message. They connected me with a guy name ****** who I feel is trying to also strong arm me and said if I come on the property and leave the vehicle they will have it towed and me charged with trespassing. *********** in the service department agreed after several attempts to fix the issue that I should just return it and he put that in writing to me. I believe I was sold a lemon and they are trying to drag this out so they can say I'm over the time period. l I'm so fed up with Koons Mercedes so I'm reaching out to you for assistance. I have documents for the failed inspections along the receipts

  Business Response

  Date: 05/24/2024

  Mr. ****** ****** purchased a 2018 Mercedes-Benz E400 Wagon on April 6, 2024. The E400 Wagon was traded at Catonsville and was Maryland State Inspected by a Maryland State Police Inspector. I am sure you are aware that ******** is one of those states with a rigorous inspection guideline.

  
  

  Mr. ****** resides in ************* and he was aware that a future Washington DC Inspection was required in order to obtain his tags and title.

  
  

  Mr. ****** brought the vehicle back to Mercedes Benz Of Catonsville 5/14/2024 because he stated he failed Washington DC inspection for faulty O2 sensors. Upon his arrival we performed a diagnostic test and found no fault codes stored and informed Mr. ****** that the vehicle O2 sensors and catalyst are working as designed with no current fault. We did informed Mr. ****** that the sensors and catalyst need to be in ready when vehicle is scanned. Vehicle will need to be driven a while and hot for this test to be performed by the inception station. 

  
  

  Mr. ****** took the position that we sold him a faulty car when in fact Catonsville did nothing wrong. Catonsville has supporting documentation of our findings.

  
  

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21746948
  
  I am rejecting this response because:  I have diligently followed all instructions provided by Mercedes-Benz of Catonsville service manager each time I visited the ************* DMV car inspection station. Despite these efforts, I have yet to receive a response from Mercedes-Benz of Catonsville regarding retesting. My offer to meet any Mercedes-Benz staff at the DC DMV inspection station for a sixth inspection remains open but this is my last offer. The station, located at ********************************************************************, will be open tomorrow, Saturday, May 25th, 2024, from 8 am to 4 pm. I hope Mercedes-Benz of Catonsville staff will meet me there to conduct the sixth inspection. If the car passes, I will go my merry way, however should the car fail again, I will release it to Mercedes-Benz staff staff on the spot and expect a full refund of all payments made to Mercedes-Benz of Catonsville and the *************** financing.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 06/20/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ****** ******

• Initial Complaint

  Date:03/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 am writing to report the egregious business experience I had at Koons H33343736**3336343331H in ******** which rendered me to the state of homelessness. This ************** is a threat to Maryland citizens and should be investigated and reprimanded for any and all grievances discovered. Not only am I seeking justice for myself, also on behalf of others in hopes it will prevent similar customer service experiences in the future, potentially leading them to a similar life experience.I believe I was unjustly denied a refund, completely disregarded as a client when I visited the ************** in person, and disregarded as a person guided into financial detriment due to lack of clear communication in the beginning. I also believe the repairs that occurred at Vince&#**;s Auto and MB H31**33**333731333832H Services should be investigated because it was confirmed that the work they said was completed, had not been done. Also, there is work that was approved and/or promised by Koons that was not completed. I am confident that the service team at Koons either maliciously messed up my vehicle or completed their work incorrectly.I extremely appreciate the time you&#**;ve taken to read my story and consider my request. If nothing else, I hope that you look into the business practices of Koons H33343736**3336343331H in ******** to ensure no other **** owner receives the same treatment. As a customer, I should have never received back my vehicle from a certified service center in worse condition than when I bought it and brought it to them.Respectfully,Apollo Amar&#***; ***** (*****)************ ************************ Attached:- PDF of the full letter of experience - Paperwork received from ***************** on 10/2/23 at the time of purchase outlining all work completed before purchase, includes receipt of purchase.- Paperwork from ****************** on 10/18/23 - Paperwork from MB Catonsville - inspection dated 10/28/23 - Paperwork from MB Catonsville - update on 11/4/23 - Paperwork from MB Catonsville dated 3/4/24 - Paperwork from MB Catonsville dated 3/7/24 - Photo of the check engine status 3/4/24 - Video from MB Catonsville sent 2/14/24

  Business Response

  Date: 03/26/2024

    Good afternoon,  I am happy to bring you up to speed regarding Mr.  ***** ******* allegations which Mercedes-Benz of Catonsville does not agree. In an attempt to help a client in need Catonsville has spent thousands of dollars, putting an engine (used) free of charge and he is still not grateful.

  Mr. ***** ******* 1995 C280 arrived to Catonsville with major issues some time ago. It is common to see 29 Year Old Vehicle with major problems. We informed Mr. ***** ***** about these issue but he wanted to "fix his car"

  
  

  Mr. ******* vehicle was at two other shops and they were not able to fix the problem. He states that in his complaint.

  
  

  Mr. ****** ******* (Service Director)  offered to buy his vehicle for above Market Value $3,500.00 which he refused and then we offered to refund the $3,500.00 that he spent on a previous visit for a separate concern. 

  
  

   

  This vehicle has a current Market Value of $500.00, however in the interest of taking care of a client that is not grateful or appreciative Catonsville is happy to buy the car for $3,500.00.

   

  I will be calling the client today.

   

  Vehicle 1995 Mercedes-Benz C280 ******* Miles 

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21488292
  
  I am rejecting this response because:
  

  The response has numerous discrepancies. I had the desire for my vehicle to be fixed because I had intentions on utilizing it frequently. I visited a Mercedes-Benz ************** for the sole purpose of it being a trusted certified service center after ******************* (the first and only other shop that completed work on the vehicle since purchasing the vehicle) did not correct the issue. The reason the engine blew and needed to be replaced after picking it up the initial weekend is because it overheated from a coolant leak that was overlooked by the MB Catonsville service team during their initial inspection. It was not a separate concern, yet an issue stemming from the original concern. The coolant leak is also not mentioned on any paperwork. I was informed of it through MB Catonsville system text message quoted below:

   

  ****11/7/23****

  Koons Mercedes Benz of Catonsville: the water pump failed caused coolant leak and then if you keep driving it will damage the head gasket and that's what happened

  ****

   

  No one ever offered to purchase my vehicle. At the moment I mentioned that to them as an option, I was simply told to give them the title in order for me to retrieve my tags. When I revisited the topic, I asked for a refund of $3500 in order to release the title however I changed my mind when I felt wronged by the fact they would simply accept the vehicle I just purchased and received $3500 for completing repairs that were done incorrectly causing an extremely detrimental situation with the engine. I was denied the refund after requesting it.

   

  According to their paperwork, the newly installed engine had ****** miles on it. The current mileage may be around ******. The odometer has not been reset.

   

  Additionally, in the response from business, the name ***** ***** is used. My name is Apollo *****, legally changed from ***** ***** (misspelled by the service center) as seen on my paperwork. I also did not receive a call from him on 3/26/24. Instead I received an email from *** *********, ccing only ****** *******:

   

  ****

  Mr. *****, 

   

  Good afternoon hope this email finds you well. I would like to sit down with you as soon as possible regarding your 1995 Mercedes-Benz. 

  I am available during regular business hours.

   

  Hope to hear from you soon.

   

  ****** *********, IV

  General Manager

  Koons Mercedes-Benz of Catonsville

  ****

  I have not yet called him back since submitting
  

  this complaint formally.

  
  Sincerely,
  
  Apollo (*****) *****

  Business Response

  Date: 04/01/2024

  My offer still stands to help Mr. ***** even though he purchased the vehicle elsewhere

  
  

  Have a good day, 

  
  

   

  ****** *********, IV

  General Manager

  Koons Mercedes-Benz of Catonsville

   

  BBB Note:  It is the suggestion of BBB, that the Consumer reach back out to the General Manager regarding this complaint. 

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21488292
  
  I am rejecting this response because:

  The offer that *** ********* presented does not help me. The dealership is offering to purchase my vehicle for $3500, in lieu of refunding $3500. Selling my vehicle would immediately leave me with nowhere to live. I'd be on the street the day it would be sold, searching for another vehicle without a place to be. Keeping my vehicle continues to place me as a road hazard, putting my life, and the lives of others, at risk. There is no "help" in his offer.

  
  Sincerely,
  
  Apollo (*****) *****

  Customer Answer

  Date: 04/22/2024

  Better Business Bureau:

   

  I'm responding to your offer to mediate regarding my complaint ID ******** submitted on 3/26/2024 against Mercedes-Benz of Catonsville.

  
  

  I appreciate the offer however I decline. I have submitted my request for investigation to the *************************, **************************** and I'm currently waiting to be assigned a mediator as of April 9.

  
  

  Thank you.

  
  

  Apll Allen 

• Initial Complaint

  Date:03/04/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 purchased a car from the dealership in January. There was only one key that was given at the negotiation but they promised that the second key will be purchased by the dealership and will contact me to bring the car for the key programming. As soon as the car sales was completed, the sales person put my call straight to voicemail and was not able to reach him again. I left message on his phone but he never called back. I reached out to the main dealership number in other to log my complaint to the manager .I was told he would give me a call back but he never did. I tried calling multiple times but my call was just been sent to voicemail. I purchased the can in January and it does not look like I will get the key. I was told the key was ordered but no one called me to follow up on whether the key is available to be programmed with the car. The dealership is about an hour from my residence. I would like the dealership to send me a check to purchase the key in my local area and also program it around my area by paying for all the charges that will be involved. Catonsville customer service is not the top notch to get a referral.

  Customer Answer

  Date: 04/02/2024

  The business contacted me. There is a resolution put in place to provide the key and get it programmed. Thank you.

• Initial Complaint

  Date:11/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 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

  Date: 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

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  9/1/2023 I came for A check engine inspection , A service oil change with a full visual inspection. a gentleman by the name of darkari did my intake which I had to ask a slither of questions and was concerned of his skill set from being a customer and previous visits I was given pristine customer service , descriptive view of the services that would be provided a estimate time frame followed by a do I have any more questions so he became a little agitated but not to cause for concern so I went to approach the young man and he was talking with a older gentleman about me I only heard the words (we always get one ) so after I heard the comment I asked the guy his name he said ******* so I left . after about 5 hrs I called about my vehicle , Dakar stated they hadnt found a fault code yet I said I wow its been quite some time he then called back literally 2 minutes later stated they found fault code 423 I said ok well was my oil change and inspection done he said no I said WHAT! Im on my way 17 mins later I get there and my car is pulled to the front I asked well what faults did the visual conclude he said NONE! So i said which such disappointment because I knew I had been mishandled thats a lie I know for sure because my car just was released from being in a accident and Mercedes dealer couldnt do my collision they sent me else where and once the collision repair was completed to bring it in so Mercedes could finish the rest of repair which my estimate from the tear down included a alignment, strut , radiator connector and some other repairs so I stated it was impossible that did a complete inspection since I knew my car had issues prior to coming and could prove it . I asked for a supervisor and lord and behold it was the ******* *** so I immediately was on defense because of the statement made earlier I asked for someone higher he stated the was no one so I asked another advisor who gave me the ** card I spoke with him briefly but he has yet to call back

  Customer Answer

  Date: 09/05/2023

  My car was promised a visual inspection and a computer inspection my car has several problems and a alignment and struts are one its impossible that they did either 

  Customer Answer

  Date: 09/05/2023

  My car was promised a visual inspection and a computer inspection my car has several problems and a alignment and struts are one its impossible that they did either 

  Business Response

  Date: 09/06/2023

  Greetings,

  
  

  I had a conversation with Ms. ******* ******** on Friday September 1 and she expressed some frustration with the dealership findings on her vehicle. Originally Ms. ******* paid for her maintenace due  and was frustrated that her "check engine light" was still one. Our Team informed her that the maintenace would not turn off the check engine light since there was another factor contributing to the light to come on.

  Ms. ******** raised some concerns about some struts/suspension concerns due to an accident.  My Team did not find any issues with the suspension and or struts. I had a conversation with her explaining that to her and invited her to come back for a no charge second inspection. My Service Advisor called her on Saturday but she did not respond to his call. 

  
  

  It is worth mentioning that a least 2 of my employees felt disrespected and berated by her actions and loud tone in the service area. At one point her boyfriend had to calm her down so if I may be honest; I would prefer that  Ms. ******** takes her business to another Mercedes-Benz Dealership. 
  

  
  

  She is no longer welcome at Catonsville. 

  
  

  Have a good day,

  
  

  
  

  
  

   

  ****** *********, IV

  General Manager

  Koons Mercedes-Benz of Catonsvil

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20554801
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 09/07/2023

  Good day , Im requesting for the appropriate personal to intervene with a what I believe is a cause for concern of unethical tactic ,professional mishandling and questionable morality of Mercedes Benz Catonsville leadership. I had interactions with the following individuals on 9/1/2023 I had several questions about my service that I believed was incomplete in doing so I never lost my tone remained calm and was even denied the ** when I asked for the next person in charge by mr ******* ********* . I made a formal complaint with the BBB association before speaking with mr *** ********* but I did informed him in a calm and professional manner of my concerns of how I was handled that day . The BBB has made me aware of *** ********* response and it is a cause for major concern i have intentionally been lied on by this management to justify the way I was treated that degrades me twice over my complete character was assassinated it was stated that I was loud, berated associates, that I requested my check engine be turned off, that at a point my fianc had to calm me down that I was rude and unprofessional and I did exactly no such thing and was in fact the complete opposite Im sure video surveillance from that say that would support my agony this  is alarming on a morality level am requesting that the proper investigation been done.     

  Business Response

  Date: 09/07/2023

  *** *********	Sep 7, 2023, 9:27 AM (0 minutes ago)
  to******,*******,me,*******

  Ms. ********, 

  Good morning, in light of recent events at Catonsville I am terminating the relationship between you and Mercedes-Benz of Catonsville.

  
  

  Catonsville is not under any contract or any  legal obligation to service your vehicle. There are other Mercedes-Benz Dealer in the ********* Area that may meet your needs.

  
  

  As a Southwest Manager you know that your Airline has also that right to remove and/or deny entry to anyone if it chooses to do so.

  
  

  My Decision is final and there is no need to go back and worth to what happened. You have your version I have my from my staff.

  
  

  Ms. ****, Please document my response and respectfully close this case.

  
  

  Have a good day,

  
  

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 purchased a benz glc from Mercedes-Benz of Catonsville. Address: ****************************************************************************************************************** Phone: ************** However, just right after I purchased this vehicle, the same day, I found the breaker has a lot of noise and driver's side rear door is not fully closed and igniter has no power. It made me feel unsafe. I called and emailed my salesman ******* and he has never replied me at all. He even lied to me about the car condition without any car accidents. Due to the rear door poor condition, it can be not fully closed and my kids are not in a safe environment. Then I brought the car back for this dealer to check. However, they said there is nothing they can do. I checked online reviews. As a responsible dealer, the old breaker version is defective and dealer should replace it with the newer version without any costs. This makes me feel very disappointed. In addition, I got a loaner from this dealer when I left my car in this dealer shop. They even charged me without my permission and make excuses to state that I didn't want to return the car. Then they charged me for the late fee. The truth was that I called them and their associate told me to return the car until my car got fixed. However, they said I tried not to return the car on time. For this case, I talked to their manager. The manager has a very serious bias and racism on me with an attitude. And he said he would try think some ways to investigate this event. In the end, this manager has never kept me updated and my money was still charged by them without any permission.I want to request for the breaking pad replacement, rear door and igniter fixed, late fee for the loaner.

  Business Response

  Date: 03/19/2025

  *** *********	12:09 PM (45 minutes ago)
  tome,******

  Ms. **** **** BBB of *********, MD.

  
  

  Good afternoon I am in receipt of this complaint from Ms. ***** **** purchased on May 22, 2021. There is no record of any complaints and or service visits. It appears that she visited Mercedes-Benz of ****** *****. 

  
  

  I have asked Mr. ****** ******* to give her a call and offer a complimentary inspection. I will update you later as I get more additional information.

  
  

  Have a great day.

• Initial Complaint

  Date:02/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  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

  Date: 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

  Date:01/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 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

  Date: 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.