ComplaintsforMercedes-Benz of Portsmouth

• Initial Complaint

  04/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

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

  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 response

  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

  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 response

  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

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  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

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sept 2020 brought R350 2008 in for check engine light. The service department noted a number of items that they said should be repaired totaling $7843.00. We decided to go ahead and do the repairs / service recommended. After a few months and 5000 miles of driving we noticed the car was using a lot of oil which it never did before. Brought vehicle back , paid $158.00 and were told the car needed a new (used)engine which would cost $8750. I spoke with the service manager who stated that they did not know how the oil was getting into the cylinders but sometimes when they replaced main seals it would cause other internal seals to fail . I tried to explain to him that prior to them replacing the main seals, the vehicle never burned or consumed oil and only since they did the service did this start happening. I asked him if they would take any ownership the the new problem and he replied " own? what do we own? I paid & the car was now worse. Found a plug they reinstalled caked with oil.

  Business response

  09/13/2021

  Business Response /* (1000, 5, 2021/08/24) */ Contact Name and Title: Rich M***** Service Manag Contact Phone: ************ Contact Email: *******@jakekaplans.com On September 18, 2020 Mr. ***** brought in his 2008 R350 to have us diagnose a check engine light issue his vehicle was experiencing at the time. When we interrogated the vehicle's fault memory, we found trouble codes P0300 and P0301 had been stored. This indicated the vehicles engine had experienced multiple misfires, particularly in cylinder number one. The technician noted that the ignition coil for cylinder number one on had indeed failed and the rubber boot was deteriorating. The technician inspected the spark plug and found it to be original to the vehicle and overdue for replacement by 73,292 miles. The technician also noted several engine oil leaks, which had obviously been leaking for quite some time. He also found the engine mounts had failed and were left unrepaired for so long they physically broke. The technician also discovered the Airmatic System (air suspension) was not operating properly, diagnosis led the technician to find that the filter had clogged and the compressor stopped operating properly as a result and needed replacement. This was Mr. ******* first visit to our dealership with his high mileage automobile. The technicians' notes indicate that the vehicle did not appear to have an appropriate level of required maintenance performed on it over the 12 years prior to coming to our facility. Mr. ***** did authorize the above stated repairs; however, he declined our recommendations for a significant number of repairs that were also tens of thousands of miles overdue. These recommendations were for maintenance required by the manufacturer to keep the vehicle running properly, ironically enough, this is the same maintenance designed to help prevent issues like the one Mr. ******* vehicle is experiencing right now. Mr. ***** brought the vehicle back to us complaining of this new issue ten months after the original visit. He had since put on around six thousand miles on the vehicle. It's been my experience over the past 35 years working in automotive service departments that 133,292 miles is not typically a cause for concern for a vehicle that has been properly maintained and cared for, this situation is anything but that. Mr. ******s vehicle has not been properly maintained, nor cared for, quite the opposite in fact. This vehicle has been neglected. This is illustrated by the mechanical condition the vehicle was in when it was brought to us originally and the fact the vehicle had still not had the needed maintenance and repairs performed in the 10 months between visits. This has also been confirmed by looking at the vehicles prior service history thru CarFax as well as Mercedes-Benz' proprietary Vehicle Master Inquiry system I can empathize with Mr.******** concern that his automobile needs an engine to correct his current issue; however, I cannot take responsibility for an issue that was 12 years and 133,292 miles in the making. Frankly, given the maintenance history of the vehicle, I am surprised the engine has lasted as long as it has. Consumer Response /* (3000, 7, 2021/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. When I spoke to the service adviser, they went over all of the issues found with the vehicle. I don't recall there were any items that I declined to have repaired , on the contrary I decided to have all of the issues that you describe in paragraph 1 done . I do not know what "recommendations" that you stated that I declined. At no time did anyone in the service department communicate to me that the R350 I currently own was "neglected" and that the Mercedes Vehicle Mastery Inquiry system showed a record of this. However, you are just now expressing your opinion to me -along with information you neglected to communicate to me at the time the decision was made to have the repairs done. This information certainly would weighed on my decision to spend $8000 on my vehicle. I am not asking anyone to take responsibility for the apparent neglect this vehicle suffered for the previous 12 years. What I am asking is for the Mercedes Service Department to take responsibility for a repair that they advised me to make and then performed said repair. I don't read anywhere above where the main seal(s) repair is mentioned other than the oil leak(s) the tech found. The verbal explanation I received was vague about the engine burning oil. " sometimes when we replace main seals it creates more pressure in the engine and could cause another seal inside the engine to start leaking but we're not certain". If this has happened before, by your own account, coupled with the fact that you state above that you are surprised the engine lasted as long as it did, why or what motivation would lead you to advise me to do $8000 of repairs on a vehicle that you yourself say above , that was in neglected condition for the last 12 years? I currently own 4 mercedes- why didn't you recommend I purchase another vehicle from you instead of repairing this one ? As a customer of Mercedes, I would expect a higher level of consideration than I received from your service dept. I feel that your dept decided that this vehicle wasn't really worth fixing , but did not communicate that to me the customer. Also , upon driving the car home from the dealer after the 2nd diagnosis, the #4 cylinder was not firing and the car was skipping . The car was not skipping when I dropped it off. Below is a picture of the plug I removed from cyl#4. It was caked with oil which of course would not spark properly. This means that the plug was reinstalled by the tech that way. This also leads me to believe that service didn't care about this vehicle at all. They put the obviously fouled plug back in , not caring one bit that my wife and son were driving it home , not caring enough to even mention the car was skipping and not running properly. I also consulted several other reputable mechanics who said that they would not recommend a customer replace the main seals on this particular engine unless there was a catastrophic oil leak, which was definitely not the case here . The vehicle's low oil indicator never once came on the entire time I owned this vehicle until the seals were replaced by Portsmouth. Any way I look at it , I was ill advised into replacing the seals on this engine . Now I am left with a car that is basically worthless. I feel that I was coached into making these repairs based on incomplete information and bad advice . I trusted the advice and did all the repairs that were recommended at the time in good faith. In return , I got a shoulder shrug and a very expensive lesson. I love all of the Mercedes I own, whether they are 1 year old or 50 years old. Business Response /* (4000, 9, 2021/08/28) */ To whom it may concern, there is certainly a lot to unpack here. Please allow me to try and address Mr. ******* concerns, point by point, as I understand them. 1.) In both the original claim and the rebuttal there are several statements that would lead the reader, in this case the BBB, to believe this vehicle has never had any of these issues prior to coming in to the dealership for repairs. One such statement is "prior to them replacing the main seals, the vehicle never burned or consumed oil." What I don't see mentioned, and Mr ***** can correct me if I'm wrong, is that he is the sixth owner of this vehicle, which he purchased in August of 2019 with 123,240 miles on it (information provided by Carfax). That being said, I can't understand how Mr ***** can speak to the condition of a vehicle prior to his purchasing it. 2.) The rebuttal also indicates that the client seems to be under the impression that we had immediate access to the complete service history of his vehicle, the fact is that we don't. We actually didn't have cause to research this particular vehicle history until a BBB claim was filed. At that time we took a look into the vehicle's past, after the claim was filed, at our own expense. That's when we discovered the vehicles checkered service history, not prior to completing the repairs which the client seems to be convinced of. 3.) The client had made the statement in his rebuttal "I don't recall there were any items that I declined to have repaired." There is a significant difference between not recalling something and not being told something. Here is a list of needed repairs that were declined at the time of the first visit. Front differential service - does not appear to have been serviced Transmission Service - does not appear to have been serviced Rear brake pads and rotors will need replacement before next scheduled maintenance Right front corner of bumper cover needs to be reattached, presents potential hazard to pedestrians. 4.) The statement about the verbal explanation being vague is accurate. I also gave Mr. ***** several "theories" about what why his engine was burning oil, including a theory about increased internal engine pressure being a "potential" cause. What seems to be omitted from the rebuttal was the client's insistence in getting an answer as to "why" the engine is burning oil. Also omitted is our conversation where I explained to him the only way for us to diagnose the issue properly and thoroughly would be to dismantle the engine and look for the cause. I informed him this would not be a cost-effective option and he would be better off replacing the engine. Mr. ***** made the choice not to find out "why" the engine was burning oil. 5.) I'd like to address the point that if the client had been given the information that we provided in our response to the BBB claim, prior to him giving us authorization for the repairs, he feels that his decision to spend $8,000.00 may have been different. Again, the information he is referring to is outside of the industry norm for information collection. This was information I had to go looking for to respond to this BBB claim. It was not readily available to us at the time this vehicle came in for service. 6.) The client has asked us to take responsibility for the repair we made and we have. As the client and I discussed on the phone, he was made aware that the repair carries a two-year unlimited mileage warranty against defects in workmanship and materials and that he is protected by this warranty. In other words, if the seal leaks, and the cause of failure is a direct cause of a material defect, we will replace the seal at no charge to him. We are not responsible however for other issues that arise as a result of internal engine failure caused by poor maintenance or neglect. 7.) In the rebuttal, approximately the 10th paragraph down, the client stated that vehicle started skipping on the way home, but was not skipping when he dropped it off. This is the opposite of what Mr. ***** told the service advisor when he dropped off the vehicle to be looked at on June 30, 2021. At that time, the he indicated not only was it misfiring, but the check engine light was coming on too. You can refer to repair order #***** for verification of this statement and the client's signature. Our technician found cylinder four was a not firing at all when the vehicle came in. The client has demonstrated this fact in his own rebuttal. The spark plug shown in his photo, which he claims came out of cylinder four, was oil and carbon fouled and would not be able to fire well enough to perform its job. This spark plug definitely caused a misfire in cylinder four. The client also acknowledges this is the spark plug the technician removed and reinstalled from his engine, which further reinforces the fact that the engine was misfiring when he brought it in. 8.) The client suggested that we didn't take the safety of his family into consideration when we were looking into the issue at his request. In fact, after we gave him our initial diagnosis, he requested that we stop the diagnostic process. We reinstalled everything back and per his request and made the vehicle available as he requested. My concern is if the vehicle was returned to him in the same condition as it was in when it arrived, and the client deemed it unsafe to drive why wouldn't he have had it towed to and from the dealership? 9.) I have no doubt the mechanics the client spoke with are as reputable as he considers them to be. However, it seems that they may have misled him a bit. In my experience, the only catastrophic oil leak is the one that has not yet been fixed. The oil leaks on this vehicle were obviously leaking for a considerable amount of time. When an engine is left in an unrepaired state for a length of time any oil leak can lead to internal engine component wear and cause issues such as engine failure and excessive oil consumption, very similar to what this vehicle is experiencing now. 10.) In the rebuttal, Mr. ***** presented a new claim, one that was not mentioned in the original complaint nor during our phone conversation that he was somehow "coached" into making a bad decision. The reality of the situation is that we told him what was wrong with his vehicle, to the extent we knew about the vehicle at the time. We gave him a price on repairing those items, some items he chose to repair, others he didn't. We then repaired the items he chose to have addressed and made the vehicle available for pickup We are not in the business of making decisions for our clients. We will however help them make the best decisions they can by answering questions based on the information we have at our disposal at any given time. In this particular case it was the first time the vehicle was in for repair. The client provided us with no prior vehicle history to review, no indication the vehicle had not been not taken care of or that he was the sixth owner of this twelve-year-old, high mileage vehicle. At no time did he let us know he only owned the vehicle for a short time nor did he request that we perform a used vehicle inspection on it to give him a professional opinion to the condition of the vehicle. We did however do a cursory visual inspection of the vehicle while it was here, at no charge to the client, and alerted him to items we saw as in need of repair. At no time was the client harassed, manipulated, pushed, coerced or even "coached", as he stated, into making any decisions at all. With that said, the decision to invest money into this vehicle was made by Mr. ***** on his own, unilaterally, with absolutely no coaching by dealership personnel at all. I can appreciate the predicament Mr. ***** is in and I empathize with his situation. However, this issue is not caused because he had an oil leak repaired, it is due to the fact the engine is worn out and consuming oil. I can appreciate the fact that he's not happy with the condition of the engine, however it has nothing to do with the repairs performed on his vehicle. When he called me, he was insistent that I provide him an answer to "why" the engine was consuming oil, but he understandably didn't want to go through the expense of diagnosing the issue properly. We discussed several theories, and I told him they were only theories. Out of all the theories we discussed the one he keeps coming back to was that the engine, now being properly sealed, is causing oil to pass by the piston rings allowing oil to enter the combustion chamber. The one part of this theory I apparently have failed to explain in a way he can understand is that in order for this theory to hold true the piston rings would have needed to been worn out to begin with. This wear is a direct result from lack of maintenance. This lack of maintenance occurred over the vehicles lifespan and didn't happen as a result of resealing oil leaks. Continued... Please Consumer Response /* (4200, 11, 2021/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for responding once again. From your rebuttal above- Par 3 "Here is a list of needed repairs that were declined at the time of the first visit. Front differential service - does not appear to have been serviced Transmission Service - does not appear to have been serviced Rear brake pads and rotors will need replacement before next scheduled maintenance Right front corner of bumper cover needs to be reattached, presents potential hazard to pedestrians." This is the first time that this particular list of repairs has been brought to my attention. We brought the car in for diagnosis. At that time I told the advisor that we had purchased the car about a year ago. Obviously, I can't speak to the vehicles history before we owned it, only the time we did , in which it did not consume oil. Subsequently, your service advisor spoke to us on the speakerphone at our home with my wife present . They went over the misfire, broken mounts, the main seals , and the airmatic compressor. No mention was made regarding Rear brakes, Front differential, transmission, or front bumper- None . After the conversation, we told the advisor we would discuss it and call back. Ten minutes later we called back and told the advisor that we wanted to go ahead with ALL off the items ( misfire, seals, engine mounts, and airmatic compressor. We told the advisor we wanted to get it all taken care of before the winter came and be confident in our vehicle. We authorized the repairs and they were done. Par 1- The vehicle did not consume oil before the main seals were replaced. If it was, we certainly would have come to know that in the year we drove it beforehand. Par 6- I have assumed that the manager who is responding here is the same manager whom I asked to speak to in person at the time we picked up the car the 2nd time. I have never spoken to you on the phone as you stated , we only spoke in person. I never discussed anything concerning warranty of repairs on the phone or in person. You may have me confused with someone else? Par 7- Yes , I knew the car was misfiring when we brought it in and at the same time as noted, the engine light was coming on and off. The car was returned to us with a solid check engine light and indeed running much worse than when we dropped it off. My wife drove it up there and then drove it back home. The first thing she said upon returning home was that the car was running much worse than before. My specific point is that no one informed me that an obviously fouled plug was reinstalled. To answer your question as to why I didn't have it towed, I (we) didn't know it was running much worse until we drove it the 11 miles home. Par 10 Again you refer to a phone conversation in which I chose to repair some items and not others. As I stated above , we did not decline to make those repairs since we never knew that they were also recommended at the same time as the other $8000 or so worth of repairs we did authorize to be done. Also as noted above I did in fact inform your service advisor that we owned the car for approximately 1 year at that point. We are well aware of the mileage and book value of this vehicle. I don't think that most individuals would spend more than the entire book value of a vehicle to repair it given such a choice. Had you communicated to us that these additional repairs should be done as well as the others , I certainly would have not invested in more than the book value of the car which would have been the result. You are supposed to be the trusted experts. You have service advisors whose function is to advise customers who are trying to make the best decision that they can based on the information they are given. Somewhere in that flow chart, between your service technicians and service advisor , crucial information was not conveyed to the me , the customer, and this is the result. Certainly I do not expect you to make any decisions for me , but I do expect you and your advisors to be thorough and give me your advice based on all available information at the time. Surely you have many satisfied customers . Surely everyone makes mistakes at times and is not perfect. In this case I believe the latter and would be hard pressed to believe otherwise. Everyone does make mistakes , it is how they conduct themselves afterwards that makes or breaks the situation. Business Response /* (4000, 13, 2021/09/10) */ I have read the clients rebuttal and I apologize for not presenting the facts in a way that clearly explains the situation, please allow me to be mildly more direct. The failure of this engine is not a result of any repairs made to this vehicle. The failure of this engine is a direct result of the age of the vehicle, which was 12 years old at the time of service, the mileage of the vehicle, which was 133,292 miles at time of repair and the lack of maintenance performed on the vehicle prior to coming in for service. I understand the client believes he has suffered some sort of injury due to either a faulty repair or perhaps a customer service issue, I can assure you this is not the case. Neither scenario was the cause of his engine wearing out, certainly not in the 10 months or 6,000 miles between the repair and the failure. This failure transpired over the course of 133+ thousand miles. The repair of the engine oil leak was both proper and necessary to keep the engine oil inside the engine where it belongs. I know this seems obvious; however, it's important that it is understood because the nature of this type of engine failure is generally due to a lack of lubrication. This lack of lubrication is typical of an engine that leaks oil and the leak is not corrected. The repair we made was intended to prevent this sort of issue from happening, however in this particular case it was too late. I understand the client may be of the impression that we should know the service history of all vehicles that are repaired at our facility, it's not an uncommon misconception. Unfortunately this is neither possible nor practical. It would be nice, however in this vehicles case, as in others, we just don't always have direct access to this information. I empathize with Mr. ******* situation; however, I stand firm that in the knowledge and the fact that the failure of the engine was not caused by some sort of negligent act that occurred during the repair but instead a lifetime of neglect that unfortunately was inherited by the client when he purchased this vehicle.

*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. ↩