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:04/25/2024

  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.

  ****************** refuses to fix an engine rebuild in an ******* car. They wont take responsibility for faulty repairs. They refuse to supply a loaner and have outright been a gigantic problem. I have involved an attorney but would like to resolve this issue with cooler heads

  Business Response

  Date: 05/02/2024

  ******************, we appreciate you taking the time to file your concerns.   Our notes indicate the last communication was with regards to a body repair issue, which we unfortunately do not handle.  We would be happy to service the vehicle for any mechanical issues.  Feel free to reach out to our General Manager directly so that you can discuss what mechanical issues you are having.

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

  General Manager, MB Portsmouth

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

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

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21625309
  
  I do not accept the business's response as a resolution to my complaint because: the response is honestly laughable.  My car has been back 6 times since they attempted to install the new AMG engine. Its still not running correctly.  My last call from service manager **** was to yell at me about tolls and parking tickets and tell me that they would no longer be doing business with me. My last call out to Rich was to inform him that I had been in an accident and was getting body work done and was going to need to get the right headlight calibrated after new one is installed and he again refused to do business. Told me everytime I came in I had a problem. How am I the problem when they damaged my car whie taking 8 months to repair it. The dealership has already paid $2800 in compensation to me for their mistakes and this is in no way resolved. My engine is still not correct and Im being told by a low level service manager that they wont do business with me. I have drafted letters directly to management including the responder through BBB and nobody has gotten back to me directly. We are now reaching out to the parent company ********************* to seek damages.

  I have tried to handle this democratically but they have yet to reach out and do the right thing  after over half a dozen vehicle purchases and nothing but wasted time and faulty repairs from the service department.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/04/2024

  ******************, as I mentioned, I am certainly willing to try and help and discuss your engine issues.  In going through the repair orders since you had the engine replaced, the concerns have been items other than the function of the replaced motor.  We had an AC repair and wheel alignment, NH state inspection, emission system repair (purge valve) & trim rattle, and we replaced steering wheel bolts as part of a MB recall.  The monies you referenced being paid ($2768.12) were provided by MB USA as reimbursement for the lease payment made while they built the new motor.  The decision to no longer provide a loaner as part of your service visits was due to the multiple parking tickets and tolls that were incurred while you had our loaner vehicle. Our loaner policy states that the customer is responsible for all tolls, parking tickets, and fuel.  If you are still in need of a mechanical repair to the car we are happy to diagnose and fix the car.
  
  
  

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21625309
  
  I do not accept the business's response as a resolution to my complaint because: 

  this is another falsified statement by this company and management who doesnt have the respect to reach out to a customer directly.

  you Clearly are just picking and choosing what notes of repair you want to add into this complaint.  There has been continuous engine rattle. A week after the new engine was replaced the car broke down in ************ and I had to Uber back to ************** 
  

  when I got the car back from the engine being replaced there was numerous internal cabin issues that can only be explained as related to the engine swap as they did not occur prior to service. Heated side panels not working, no air conditioner, different warning lights turning on and off etc. Mercedes Benz of ******* handled the last repair like professionals and even had the car towed back to ************* for me. 
  

  if you want to keep lying in a BBB forum then thats totally fine. I have all documentation to back up my claims  

  also, your loaner policy I have never driven a car from your dealership that doesnt have an easy pass. So if that was an issue it sounds like an issue on your side. 
  

  also, if there were tickets  charging my card on file, or asking me to pay for them would of been more then acceptable. Being screamed at like a child over tickets and tolls when the car isnt even fixed correctly is beyond rediculous.
  

  Rich is a lazy POS that doesnt get up from his desk and has zero people skills.

  Customers shouldnt have to suffer because Of that.

   

  im not shocked that the extent of issues after engine repair INCLUDING. Your garage denting my fender and having to send it out for bodywork wasnt documented . I wouldnt document all the mistakes Ive made either. Oh wait, Yes I would. Because I have morals.

  its also important to note that the compensation check for down time was in fact paid by Mercedes Benz of portsmouth and not MBUSA as this person has claimed. This is just another lie

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/18/2024

  Type:Billing 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.

  Purchased a Mercedes GLE 450 in Jan 2022. In Dec 2023 I brought my vehicle into Mercedes for a recall and it's yearly service. The Parts manager flagged my Tires on the Vehicle as needing to be replaced. There was only 18,900 miles on the car and the tires have been maintained. The tire is a Cooper Discover SRX which Mercedes is offering the same replacement tire today for this vehicle. The Cooper Discover tire has a 50K mile warranty. That is what it says on their website (Cooper and Mercedes) but they will NOT file a Premature ware claim against Cooper to address why I need to replace tires at 18,000 miles. What good is a tire warranty if they do not honor it?

  Business Response

  Date: 02/13/2024

  Good Afternoon:

  I aplogize for the tardy response. ******* ****** is no longer with us. Mr. ****** brought his GLS450 in for a recall and a B Service on 12/18/23. At the time the mileage on the vehicle was 18,916. As part of the B Service we performed a multi-point inspection and our technician notated that the tread depth on the rear tires was down to 3/32. The tires would still pass NH state inspection at that tread depth, but they would not last until the next service so we recommended he replace them. The tires do come with a warranty, but the warranty does not cover normal wear and tear, which this appeared to be. We can't promise anything, but we would be happy to reach out to the tire manufacturer and see if there is an opportunity for some goodwill on behalf of Mr. ******* 

  Any further questions please contact me directly. 

  Sincerly,

  Mike C****** * COO

  Mercedes-Benz of Portsmouth

  m*******@kaplanautogroup.com

  Business Response

  Date: 02/13/2024

  Good Afternoon:

  I aplogize for the tardy response. ******* ****** is no longer with us. Mr. ****** brought his GLS450 in for a recall and a B Service on 12/18/23. At the time the mileage on the vehicle was 18,916. As part of the B Service we performed a multi-point inspection and our technician notated that the tread depth on the rear tires was down to 3/32. The tires would still pass NH state inspection at that tread depth, but they would not last until the next service so we recommended he replace them. The tires do come with a warranty, but the warranty does not cover normal wear and tear, which this appeared to be. We can't promise anything, but we would be happy to reach out to the tire manufacturer and see if there is an opportunity for some goodwill on behalf of Mr. ******* 

  Any further questions please contact me directly. 

  Sincerly,

  Mike C****** * COO

  Mercedes-Benz of Portsmouth

  m*******@kaplanautogroup.com

• Initial Complaint

  Date:10/17/2022

  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 recently bought a car at Portsmouth Mercedes Benz, New Hampshire. It was an S580. I recently had an E 53 AMG, so I feel that I am a part of the Mercedes family. You’d think that by purchasing a $100,000 plus car that I'd be treated with some dignity, and respect. I needed plates for my new vehicle that has been sitting in my garage, because I haven't been able to drive it. The sales representative, Matthew A*****, was supposed to have gotten the plates for me. Long story short, I've been getting the runaround in terms of when I should be receiving my plates, and clearly they have been lying, but that is not the issue. The issue is in regards to how I’ve been treated. As a man of color, I felt that they thought that they could just blow my concerns off. I was scheduled to meet a diplomat this weekend, in New York, but due to the lack of communication, and clear disrespect on Matthew A*****, and Mercedes Benz of Portsmouth, I was unable to meet my obligations. The issue was that I had to chase them to find answers, which is a huge problem on their end. They never called me to let me know what was going on with my S580, so when I called today, Friday, October 14th. I voiced my frustration, not calling out names, but my voice was full of anger, because I was displeased with how I was treated. so I felt racism was involved on their end. When I spoke with Matthew on my PA’s phone, who had driven up there to check to see if the plates were coming in, since they had failed to call us to let us know what was going on, He rudely hung up on me while I was voicing my opinion. I wanted to let him know that I am the customer, and for him to simply understand my frustration. An apology could’ve gone a long way, instead of rudely hanging up on me, because of his lack of communication. As a part of the Mercedes-Benz family, and as someone who recently purchased a $100,000 plus car,

  Business Response

  Date: 10/17/2022

  I would like to make this as clear as possible. Mercedes-Benz of Portsmouth and all of its staff do not tolerate or condone racism in any way or form. What ***** is saying is not true and absolutely had nothing to do about his race.

  ***** tried to register  the vehicle to NH (he said he had a company in NH to register the vehicle too so that he did not have to pay MA State Sales Tax). We tried to get the vehicle registered to NH and the State of NH Division of Motor Vehicles sent us a letter (Please see attached copy of proof) saying that customer does not have a NH Resident and would need to either go to their local town hall to establish residency or produce a valid NH Driver License. We received that letter 9/30. ***** did not have a company in NH so he couldn't provide us with proof of residency or a Drivers License that had a NH address on it. When we told him that NH rejected it he was very mad that he has to  register the vehicle to MA his state of residency and pay MA State Sales Tax. He did give us the check for his MA State Sales Tax so that we could register the vehicle to MA for him. **** set the expectations when ***** gave us the check for his MA State Sales Tax that MA does not do temp plates and it might take a couple of weeks to get it done. MA requires and Insurance Binder from the Insurance Company the customer insures the vehicle through. ***** gave us a insurance company that he wasn't insured with which extended the registration process.

  This was not our fault for the delay but the customers fault due to trying to evade his state sales tax and giving us false information. If the customer gave us the correct information in the first place we would have had the registration to him a lot sooner. 

  If you have any questions please feel free to reach out to me at (603) 610-6817.