ComplaintsforMercedes-Benz of Jackson

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been in the shop at the dealership since Dec 18,2023 with no resolution. Theyre consistently charging me $199 hr for labor but cannot tell me whats wrong with the car or fix it. *** spoken to the service manager who seems to not care about anything but the money. ******************* (service mgr) advises me to just come out and get the car until it breaks down completely and THEN maybe they can figure out the problem. I advised her that I will not be that foolish to throw away $3100 and my car isnt fixed, and then Ill have to bring it back & spend more money. I even emailed ********************* who is the General Mgr, and he never responded. I want my car fixed or put me in another one.

  Business response

  04/29/2024

  Good afternoon,

  Customer has an intermittent electrical issue with her vehicle.  We have been very careful to keep the customer updated and to try and keep her costs down as much as possible.  Unfortunately in this type of situation when the issue is intermittent and does not occur every time it is very difficult to find the root cause of the problem.  ******** was advised that this issue does not affect the driveability of the vehicle and since it has been a hardship for her to be with out her vehicle it may be best for her to pick it up until the problem becomes more prominent.  We are still working with her currently.

   

  Thank you,

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

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a new GLE 350 ************* in December 2020 from ******** of Jackson, MS and at the time purchased extended/extra warranties for $6700. These warranties were good for 6 1/2 years (78 months) with unlimited mileage. I traded in the vehicle exactly 39 months later therefore had 1/2 of the warranty remaining. I called the dealership to get a refund on the remaining warranty and couldnt get anyone initially to call me back so I reached out to the General Manager (*********************). He returned my call and asked me to provide them with some documentation, which I did and after a day or two I hadnt received a response then again called the ********************* again and he said he would check to see the progress and get back to me, which never happened. Now I cant him get him to call me back. I have roughly $3400 owed to me and it appears they dont want to pay me my the money they owe. This is the 4th time Ive purchased extended warrantys and each time I received some sort of refund. Every time I only had to make one phone and the dealerships were professional and timely except for Mercedes-Benz of Jackson and their **** poor General Manager *********************.

  Business response

  04/22/2024

  Good morning,

  We have spoken with the customer and handled his cancellations.  Issue has been resolved to the customers satisfaction.

  Thank you,

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

   

• Initial Complaint

  03/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a brand-new car and paid for it on Nov 26th, 2023. Since that dealer didn't provide me the plates and title for my car, paid with cash and owned by me. The salesperson is ignoring me and the same as the manager. I want to return the car in this case since I can't drive it without plates, it's been 3,5 months.

  Business response

  04/01/2024

  The customer has received their title and this matter should be resolved. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially had my car (2013 ******** C250) towed to their dealership on 11/27/2023. At that time, the only issue was that it would not start. On November 29, I was told that it was the *** Sensor. It was repaired and ready to pick up on 12/2/2023. When I got there paid the necessary amount to pick up my vehicle ($2100), I noticed that it was shaking to the point, it wanted to shut off. I told the service advisor about this, and he stated, "well you paid us to get it started". I did not take my car that day being that it was shaking so bad, I was scared to drive it. He also assessed the car and noticed the issue as well. He asked if I wanted to just take it and bring it back, but I refused. I was then contacted on 12/5/2023 stating that it needed: coils replaced ($850), transmission mount ($450), brake fluid ($199), and drive belt ($350). I knew I could not afford that type of money, so I told him to only stop the shaking and I would handle everything else at a later date. The advisor then called me to let me know that the coils had been replaced, but the car is still having the issue. He stated that he was not sure of the issue, but they are still working on it. I didn't hear from him for a week, so I decided to call him but did not get an answer until the next day. He stated that he was not avoiding me, but they still do not know what was wrong with the car. I then received a call on 12/20/2023 stating that it was an electrical harness. I then received calls stating that the results are still confusing, and he didn't know what was wrong with the car. I then received a call stating that it was an injection valve and an RPM sensor. I agreed and let him know to go ahead and fix it because I needed my car. After all that, he calls me to let me know that the amount is not $2900 for all the repairs. I go to pay and pick up car on 1/5 but there was still an issue. When I asked my service advisor to allow me to drive the car just to make sure it was up to par before I paid the amount, he replies, "you can just pay, and I can refund if there is an issue". I refused and he stated that he can just go with me to test drive. He goes to retrieve car, and he return without the car. He stated that the car is still skipping. I didn't hear from him again until 1/23.2024 now stating that my car now again may need a wiring harness, computer or both. At this point I am paying for guesses and the bill keeps increasing.

  Business response

  03/07/2024

  We have spoken with the customer and explained what she needs for the vehicle.  She has an intermittent fuel pressure issue that caused failure of several other items that need repair.  We are now waiting for the customer to decide how she wants to proceed with repairs.

  Customer response

  03/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21327181

  I am rejecting this response because: I spoke with ******* as well as ***** at ******** regarding this issue. Both told me that even after they replaced this part, they still could not guarantee me that this issue would be resolved. After 2900 in repairs for the last two months, they are requesting that I pay an additional 2000 plus labor which would be 4500  which includes a 20% discount that ***** offered. That is the most asinine answer that I could have received. They do not know what the issue is with my car and they expect me to pay to their guesses along the way. That is not good business and I am seeking further  assistance with this issue.

  Regards,

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

  Business response

  03/11/2024

  I am sorry that the customer is unhappy and has rejected our response.  However, it does not change the fact that she needs a fuel computer and we will still have to retest the car after replacement.  Our response remains unchanged.  Thank you.

  Customer response

  03/12/2024

  I am sorry that the customer is unhappy and has rejected our response.  However, it does not change the fact that she needs a fuel computer and we will still have to retest the car after replacement.  Our response remains unchanged. 

   Complaint: 21327181

  I am rejecting this response because:

  The fact of the matter is ******** does not know what my car needs. ***** as well as ******* has told me that they are not sure and therefore cannot guarantee their work. This is supposed to be a professional establishment with the proper tools to do necessary repairs. To work on repairs for a car for two months, as well charge 2900 for guess work that did not repair the car is ridiculous to me. To add insult to injury, you want to pay you for more guess work. My car did not have this issue before, and I am not sure that ******** didn't cause theses new issues. 

  Regards,

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

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to the dealership on 12/18/23 and showed my advisor an invoice (attached) where *** already obtained a diagnostic.In Dec the advisor tells me they need to pull up the carpet to see if its a wiring issue and my bill is already $995 just for diagnostics. Here it is Jan **** and the advisor (***************************) calls me and tells me they found the issue and its the instrument cluster, which is in the dash; therefore, there was no need to pull up my carpet in my opinion & one of my invoices shows that diagnostic. Now ** told the part is $495 plus 2 extra hours of labor totaling $2000 + tax. These were unnecessary diagnostic charges and you havent even began fixing the car. The advisor did tell me the day I dropped my car off that it was my problem that I paid European Automotive $524 for diagnostic and he was going to bust my head also with cost. This is insane because it shouldnt have taken almost a month to find out what was wrong with my car and theyre specialist, and today is 1/13/24 and Im still waiting for the part to come in and my car to be fixed. Its almost a month Ive been without transportation and theres been no concern, very little contact, and this cost is ridiculous.

  Business response

  01/15/2024

  Good afternoon,

  Customer dropped vehicle off on 12/18/2023 with  multiple lights lit up on the dash and no power steering.  Upon looking at the vehicle it was determined that a basic diagnosis was not going to do the job because vehicle has an intermittent electrical issue.  We called customer with a quote for diagnosis and she approved.  Determined that instrument cluster was malfunctioning and would have to be replaced before we could go any further.  Contacted customer and she approved the cluster.  Instrument cluster was ordered and we are now waiting on the part to get here.  Once the cluster is installed we will have to test again to detemine what else may be needed.

  Thank you,

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

  Customer response

  01/16/2024

  At this point it doesn't matter. I had to approve when my bill was already at $995 with no fix. They're just running up a bill and it doesn't matter to them if I have that kind of money or not. When the part comes in, there shouldn't be anything else needed. If they haven't figured that much out in all this time and with the cost of $2000, it'll be on them. They determined it was the instrument cluster, so as "specialist", nothing else should be needed from them. Thank you for your help

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over the last two months, we have had numerous problems with this dealership. Our 2020 GLB250 has had multiple issues, but none have been resolved. One of the driver airbags has had a problem and has not been replaced. Although the ******** parent company told us not to drive the car this dealer told us it was okay to drive and, that they would get the part in quickly and fix the problem. After waiting four weeks I finally contacted the dealership and was told the part had come in and we weren't notified because of staff problems. When I asked when we could get the airbag repaired, I was told not until the end of the month. This is for a driver-side front airbag that the company considers a major safety issue. When I asked how long they would need the vehicle they stated they couldn't tell me how long. They also refused to provide a loaner vehicle. Today the car shut down in the middle of traffic nearly causing an accident, fortunately, no accident occurred without the airbag to protect the driver I was relieved. The engine was sputtering, and the car wouldn't drive. When I arrived to provide assistance, I found the car would start but sputtered and the engine was limited to **** RPM. This again was another recall for the exhaust valve assembly. I contacted the dealership and spoke to the service department. I was told yet again that I could not be seen for a least a month and that no loaner vehicle was available. When I asked for a manager or regional manager, they refused to give me a name or number to contact. Instead, they referred me to their closed customer service center.Both of these issues are safety recalls and are both dangerous for the vehicle operator and this dealership could care less about either. I feel they have placed myself and my family in danger with their dereliction and failure to service a vehicle under their care. I would like an immediate repair of both safety problems.

  Customer response

  11/15/2023

  The dealer contacted me when they were notified by the BBB of the complaint. They asked to be allowed to resolve the problems that were raised in the complaint.  The vehicle was dropped off and all required repairs were made, the dealer also supplied a loaner vehicle during the repair. 

  As of today all repairs have been made and I am satisfied with the dealers actions. I am very thankful for your assistance in this matter.

  Customer response

  11/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  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 this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Mercedes Benz to help resolve an issue with my ML 350 not going into gear everytime. I would have to turn the car off and start it in hopes that it would go into gear the next time. So I took the car to them around the second week in March. While not being informed on the status, I contacted my advisor and told him that I had looked on youtube and that the battery could be my issue and to check the battery first before charging me for a part that I did not need. He called me on April 21 to tell me that the technician had found my issue and that is was the ignition system and it would cost around 1600 before taxes. I asked him was he sure and he said yes. I gave him the okay to proceed with fixing it. He called me on 5/2/23 and told me that my car was ready but I was still going to need a battery. So upon picking up my car on 5/3/23 and making it home, my car was doing the exact same thing that it was doing when I took it in. My husband and I went back to the dealership on 5/4/23 and the advisor said he was going to talk to the technician. Upon returning he said that the technician said that the part would not work if I didn't have a new battery, that I would need to purchase from them for an additional 700. My complaint with the advisor was that if the brand new part that was put on the car would not work without a new battery, then it is safe to say that the old part was not going to work without a new battery, which I did need. I am disgusted that they would charge me 1700 for a part when they could have easily gotten a battery and install the battery for much cheaper than charging me 1700 and still try to come back and charge 700 when a battery most likely would have solved my issue in the first place. When the technician called me I asked him a few times was he sure that the car needed to the new part to work and he said yes ma'am Mrs. Ross I am sure. He never mentioned a battery to me, and he lied and said he did but I was the only one to mention a battery as that was the cheaper route.

  Business response

  05/09/2023

  Good evening,

  Customer was informed that vehicle would need both a battery and EIS after diagnostic was performed on the car. Customer had after-market battery and battery failed charging system test. We also had multiple communication faults with the EIS.  Customer declined replacement of the battery and chose to only replace the EIS.  We have since spoken with customer and her husband.  At this time, no refund will be given.

  Sincerely,

  ***** ****

  Customer response

  05/10/2023

   

   Complaint: ********

  I am rejecting this response because: 
  

  This is the issue, if the new part did not work without a battery, then the old part wouldn't work.. I informed your technician that I would need a battery and to check it first.. You spoke with my husband and I but we weren't satisfied but I will take it further

  Regards,

  ****** ****

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i took my 2018 Mercedes GLS 550 in for routine service. My vehicle was returned to me in terrible shape, driving poorly(drove rough, braked horribly and hard, extremely loud sound when starting) stereo system not working properly(, normal options/functions available no longer showed up or worked properly, such as Intel-lights, Bang and Olufsen surround sound, Intel-drive system. It took my vehicle about 2.5 hrs to show up in the service bay. I noticed one of the service techs in hatch and inquired. *** the Service Advisor said, "oh that's normal they need to check that area as part of the service." Due to how poorly my vehicle was driving/operating and the features not working, I took vehicle back the next day. The Service Advisor ***, stated, "oh, they forgot to do somethings". Upon getting my vehicle back, it did drive alittle better, but many of the options such as the park brake feature, intel-lights, intel-drive system still did not function properly. A few days later, I discovered my Bang & Olufsen amp (right rear of vehicle) was missing which is the cause of the surround sound not working properly. I notified the MB of Jackson Service manager and MB Customer Service regarding. I asked if they had cameras on the facility. The Service manager stated they did not and offered to put my vehicle on the computer. I declined since I no longer Trusted them and said I would take to another dealership. Which I did do, they put it on the computer which produced a report on how to Re-install the missing B&O amp. I spoke with the GM at MB of Jackson. He yelled at me and said, "who put your vehicle on the computer". He then said, I'll call you back. I have not heard from him since. Since that time a case was opened at Mercedes and an Executive Referral person assigned...little progress or assistance. I have gone to other MB Service Dept(s) and they CANNOT figure out the issue. The most recent is in contact with MB in Germany.to help solve the issue.

  Business response

  01/11/2023

  This customer has not been to our Mercedes-Benz of Jackson dealership since June 21st, 2021 (RO Number *****).  On June 21st, 2021, the customer only had a basic service completed.  On approximately December 31st, 2021, this customer visited our sister dealership, Mercedes-Benz of Collierville.  At that time, the customer alleged the complaints listed in this BBB case.  These customer complaints were unable to be duplicated and the vehicle was found to be operating as designed.  Since this time, the customer has been to FIVE other Mercedes-Benz dealerships, who have also told her the vehicle is operating as designed.  Mercedes-Benz of Jackson is asking the BBB to close this case.  

• Initial Complaint

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 9, 2022, I purchased a 2018 Nissan Rouge from this dealership. On June 11, I drove the vehicle out of town and I notice the vehicle was pulling to the left. On June 13, I contacted **** *****, my salesman to let him know that they forgot to touch up some rust spots and to see if they could do a front end alignment. On June 16, I texted **** to let him know that the backup camera has fallen behind the door panel of the vehicle.. He told me to contact their service department. I called the service department several times and never got any HELP! **** told me that he would look at the camera. On June 20, I took the vehicle back to the dealership to get the rust spots touch up, camera repaired and the alignment. **** stated to me that they fixed the camera, which they didn't because it has since MOVED again and that it would be 3 weeks before they could do the front end alignment. He suggested that I take it to a tire company that he uses. Which I did they same day. While there, the technician told me that the vehicle was out of alignment and that I need MOTOR MOUNTS. I immediately called **** to let him know that was going on. He was not concern with my problem only getting lunch for 5 people. I drove back to the dealership that day to talk with ****, he then informed me that his manager told him that I needed to take the vehicle to the Nissan dealership for repairs. I left there feeling some kind a way. On June 21, I called the Nissan dealership to make an appointment to have my vehicle repaired. I also called ***** *****, General Sale Manager at Mercedes with one more attempt to get some help. I told him my situation. He stated to me that there's no need to spend any extra money, he would have the vehicle checked and to expected a call from him or the Service Manager later that day. Well, no call. I have called ***** 3 times since. On June 28, I notice that the gas tank door done lock. I called ***** *****, General Manager and left a message. No call yet.

  Business response

  08/16/2022

  Hi,

   

  We have contacted the customer and returned the vehicle to the technician that inspected the vehicle.  Upon further diagnostics we did not find any safety related issues or anything that would suspend the vehicle from driving.  I offered the customer to repair at our cost and he informed me that he would pick it up.

   

  Thank You,

   

  ***** *****

  General Manager

*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. ↩