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:02/04/2025

  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.

  I began having an issue with my Mercedes Benz cla 250 in July 2024 in which my dashboard was blacking out. I was unable to see anything that would appear on the dash: my gas hand, the speedometer, any service warnings or lights, anything that appears on the dash in a vehicle. Mercedes of Jackson, Mississippi began servicing my car for this issue in July 2024. From July 2024 to December 2024 I was back and forth to this Mercedes dealership 3 times because each time that my car was returned to me and told that the issue was resolved, it wasn’t. The third time that my car was returned to me was December 2024 in which I kept the car for 3 days and upon noticing that the same issue that began in July 2024 was still happening I called Mercedes and the service manager advised me to bring my vehicle in a 4th time. From July 2024 to December 2024, Mercedes had replaced 2 parts on my vehicle, which had cost me $3939. I was clearly replacing parts that were not needed. I returned my vehicle to Mercedes of Jackson within the same week that I had spoken with the service manager which was in December 2024. As of February 2025 my vehicle that had been returned for service in December 2024, had not been fixed nor had I been given an update on the resolution time of when it would be fixed. On February 3, 2025 I went to Mercedes of Jackson to speak with a manager to ask for a refund and obtain a resolution since they had been working on my vehicle for the last 7 months. I was ultimately directed to the general manager, ***** *****. I asked if I could be refunded the $3939 that I had spent on service since my vehicle had not been fixed as of February 2025. He proceeded to deny the refund and basically tell me that it was my fault that I had paid. I advised him that I paid for the car to be fixed because I was trusting Mercedes to fix the correct issue since it’s their car and they are the service providers. He proceeded to shrug his shoulders and deny my refund of the $3939.

  Business Response

  Date: 03/07/2025

  Good morning,

  Customer brought vehicle in with a complaint of the central display/radio going out at times while driving.  Each visit we ran a diagnostic and we found separate items that had failed.  We had several shorted electrical components.  On the last visit, it was discovered that the trunk did not close fully and was not lined up properly allowing water to leak into the trunk causing the continued issues. At that time customer came in and requested a refund for the prior repairs and was denied.  She then worked with the sales department and traded out of the vehicle.  

  Please see attached CarFax showing where vehicle was previously in an accident and had damage to the rear.

  Thank you,

  ***** ****

  Customer Answer

  Date: 03/07/2025

   

   Complaint: ********

  I am rejecting this response because: Mercedes responded stating that each time I brought my vehicle in, they found and fixed different issues. However, none of the parts that were replaced actually resolved the issue. They were replacing parts that were not needed, meaning my vehicle was never fixed. I returned to the dealership with the exact same issue, 4 different times. And they continued to charge me each time they worked on my car,  never figuring out the issue, and ultimately never fixing my car. 

  Regards,

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

• Initial Complaint

  Date:01/06/2025

  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.

  On Oct 16th 2024 I purchased a 2022 ************* EQS 450+ with 180 miles, which was financed through ********************************. The car was purchased at Mercedes Benz of Jackson ***** It has now been nearly three months since I received the car, and no documentation, title, or license plates have been delivered. Furthermore, the vehicle was delivered with damagea fact I confirmed after the general manager of the dealership had assured me that the car was in perfect condition.Given these circumstances and the inability to use the car due to the lack of documentation, I contacted Mr. ***** *****, the general manager of the dealership, to inform him that I would be returning the vehicle since it is unusable for the reasons mentioned above. After my email, I received a response claiming that the registration process was underway at the ***. However, this was proven to be false, as I personally contacted the ********* and was informed that no registration process exists under the respective ****** light of this, I also reported this as a case of fraud to ********************************. While I have always met my obligations promptly, I no longer feel compelled to continue paying for this contract, given that I do not legally hold ownership of the vehicle in question.I would appreciate BBB's support on helping me reverting this purchase and stepping out of this fraudulent deal.

  Business Response

  Date: 01/31/2025

  Mr. ****** did indeed purchase a vehicle from our store. His home state has a policy for when buying out of state.

  The policy   when purchasing out of state policy is the owner must have the vehicle inspected at a *********. before ***** will accept title work. Once we made Mr. ****** aware of this, he had his new car inspected, once he sent that back, we were informed by Texas that they are several weeks behind due to staffing issues. Since then, Mr. ****** has been registered. We have communicated that with our customer, and he is satisfied.

  His other complaint Mr. ****** has a scratch on trunk lid, and we are working with Mr. ****** to have the damaged touched up in his state. We also offered to repair in our shop if Mr. ****** would bring the vehicle back.

  Thanks for allowing our rebuttal and we will be assured to make the ****** family happy with their purchase.

  Kind Regards,

  ***** M. *****

• Initial Complaint

  Date:10/15/2024

  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.

  August 2023 my 2021 ******** went into the shop to replace the cylinder head which is a common problem with this car. That repair was under warranty.I got my car back in October. January 2024 ******** put out a service bulletin extending the powertrain warrant to 2035 or ***** miles. May of 2025 just 7 months after my cylinder heads were replaced my engine went out. The dealership refused warranty repair because I havent had a service with ******** since Oct 24, 2023. However I maintained service outside of ******** and no repairs were done. Service that affects the engine are just oil changes. This is is in violation of the ********-**** warranty act. I attempted to articulate this to the service manager but never received any call back. Only person I talked to was the technician. I have not received any written communication either except text from the technician. ***** said I should try another dealership. Thats not right as they are all bound by the same Mercedes agreements.

  Business Response

  Date: 10/15/2024

  Good afternoon,

  Customer had vehicle repaired at another vehicle previously.  Repairs that are needed now are in no way related to the previous work that was done.  Customer has internal engine damage and needs a replacement engine.  Customer has no factory warranty remaining on vehicle.  Provided estimate for repairs and customer declined.  We are currently waiting for a customer response or vehicle will be considered abandoned at the end of the month.

   

  Thank you,

  ***** ****

  Service Director

  Mercedes-Benz of Jackson

   

• Initial Complaint

  Date:04/29/2024

  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.

  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

  Date: 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

  Date:04/05/2024

  Type:Billing 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 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

  Date: 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

  Date:03/06/2024

  Type:Order 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 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

  Date: 04/01/2024

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

• Initial Complaint

  Date:02/21/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/13/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:11/04/2023

  Type:Service or Repair 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.

  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 Answer

  Date: 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 Answer

  Date: 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

  Date:05/05/2023

  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.

  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

  Date: 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 Answer

  Date: 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,

  ****** ****