Complaints

This profile includes complaints for Mercedes-Benz of Paramus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mercedes-Benz of Paramus

  755 N Route 17 Paramus, NJ 07652-3111

• 

  Mercedes-Benz of Paramus

  PO Box 1549 Paramus, NJ 07653-1549

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:01/13/2025

  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 purchased a used car from this dealer. When i went to pick the car up i had noticed an issue with the car. We had negotiated to take $2500 of the price for the issue. Since i had a cashiers check the difference in price would be sent to me via check in the mail. I have documents and text messages confirming this. The check never came and the salesman has blocked my phone number after the 2nd time asking him about the check.

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The Mercedes of Paramus Dealership sold me a car with bent struts, cupped tires and low brakes. They are not returning my call to fix the problem. I had a BMW dealership check snd they found the damages that the Mercedes Dealer neglected.

• Initial Complaint

  Date:11/13/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 2020 Mercedes Benz GLB Sport Utility Color BLUE it had 54,000 miles with the VIN ***************** from this dealership. I paid $26,000.00 CASH total. I live in NY and they are in NJ. It was agreed between both parties I would be getting the car Registered in NY so no sales tax would be charged by them & no registration fee would be added to my bill. I was given a temporary tag (3 times -July Aug & Sept) until I got the car registered in NY. I purchased the car on June 26, 2024 at 8:22pm. I was told a personal check would be ok. When I got to the dealership I was told they would not take a personal check, that I would have to get them a bank check, which I did & they had to deliver the car to me at my job the next day (6/27/24). I was told the bill of sale would not reflect a registration fee of $65.00 as they did not register the car. I saw a $1000.00 doc fee on my bill. It needed to be taken off my bill as they didn't finance the car or lease the car to me. There was no information or financial reason for them to charge a DOC fee of 1000.00. I was told this would REFUND it to me & after paying for it initially, I have not gotten any REFUND for these 2 charges. i called corporate to find out if it's even legal for them to charge this & I was told the dealers are NOT allowed to charge more then $195.00 for a doc fee to any customer and if a registration is NOT obtained through the dealership they are NOT allowed to charge for it. I was charged for both & not REFUNDED the 1065.00 as I was promised by the Manager (Denis) of the dealership. The salesman was Keenan, who was unprofessional, disorganized & lied. He had to provide a temporary tag for my car 3 times. He told me my title sat on his desk b/c he forgot about it. It took me 3 months to register my car in NY due to scatter brain. My bill shows 26,0000.00 was a trade in difference?? A complete lie. I didn't trade anything in? I was told it was illegal for them to issue a temp tag for 3 months by PD

  Business Response

  Date: 01/07/2025

   

  The customer is requesting a refund of $1,065 for our doc fee and registration, We did not charge her for the registration, the $65 fee was for the temporary plate. She lives in ** and their doc fee is capped at $195 but there is no cap in the state of ** so she was not overcharged for either item.

   

  ******

  Customer Answer

  Date: 01/07/2025

  
  Complaint: 22551370
  
  I am rejecting this response because:

  First of all I was charged $1,000.00 for a doc fee, and they had NO documents to even fill out for me as I paid CASH!!!! I did not finance or lease this car therefore there was no effort on their part to even fill out any paperwork, and according to their manager ******, he agreed that on a Cash sale there is nothing for them to do, therefore they should not of charged me $1000.00. By their own admission in their response to you, they admit I live in ** and NOT NJ, where I purchased the vehicle, therefore according to NYS laws they have a cap of ****** for any and all doc fees. So if I live in ** and they had me pay the tax on this car in **, I should of been charged the same doc fee according to my legal address in **. It was a cap of ******. I would of been fine with that and the ***** for the plates. But on my bill of sale it says very clearly the ***** charge was for my registration, not plates (as they tried to claim). The bill of sale states ***** for the registration, which they also admitted they never registered my car, so why would they charge me for something they didn't do?? I would ask for fax # for me to submit my bill of sale. I am not able to attach it but would be very happy to fax it. I would be willing to give them the ****** doc fee (as per NY regulation) therefore 1065 - 195 = 870 as my refund - this would be the right thing for them to do, as Mercedes usually has a reputation of being honest and loyal to their customers.  
  
  
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:09/27/2024

  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 purchased a pre-owned vehicle from Mercedes-Benz of Paramus and was explicitly told by the dealership that the car had no major incidents. The ****** report they provided confirmed this, showing no major repairs or accidents. Based on this, I trusted that I was purchasing a high-quality vehicle from a reputable Mercedes-Benz dealership.However, shortly after purchasing the car, I had to take it for repairs, and I was informed that the vehicle had, in fact, been in an accident, and even more shockingly, that the engine had been replaced. This critical information was not disclosed at the time of sale, leading me to believe that I was misled and deceived into purchasing a vehicle that does not match its history.When I returned to the dealership to address the issue, they were dismissive, rude, and claimed that it was not their problem. I expected a much higher level of honesty and professionalism from a brand like Mercedes-Benz. The dealerships behavior and unwillingness to resolve the situation have left me extremely dissatisfied.

  Business Response

  Date: 01/07/2025

   

  The client was shown and signed the Carfax report that disclosed the vehicle had an accident previously. We had no record of the engine being replaced but we did give a warranty for the drivetrain for 30 days along with ******** inspection. It is our understanding that there is not an issue with the engine. If the client is unhappy with the vehicle we would assist him with trading for another vehicle.

  ******

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 made an appointment to have my Mercedes Benz Serviced 12/21/2023. I brought the car n and told them of the difficulties I had been having with the car. I was told that a technician could not get to it and it would be some time. Once service called me, some time later, I had the necessary work completed and picked up the car. Once I picked up the car, I drove from service to the closest gas station for gas--about two blocks away. To my surprise, my car would not start. I had the car towed back to Mercedes Paramus. A few days later I was told I needed a battery. I explained I purchased a battery from Mercedes Benz of Manhattan. The battery was purchases 12/17/2021--I provided the receipt. I was told there was only a two year warranty. I called Mercedes Benz of Manhattan to see if anything could be done and I was asked by the service manager why I was not given a new battery by the Paaramus dealership He informed me he would call my service rep at the Paramus store and get back to me. He never called me back and I paid for the new battery and installation. Car batteries just do not go bad all at once and obviously there was an issue with the battery that was not caught when I brought the car in for service. Unfortunately, the technician did not diagnose this pre-existing battery issue, though I paid over $200 for a full diagnostic. In the end, the dealership did purchase the car from me, but prior to the purchase, I paid for the new battery. I am entitled to a refund of the battery as it should have been replaced because it was a new battery installed by Mercedes Benz-Manhattan.

• Initial Complaint

  Date:12/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  12/11/23 I dropped off my vehicle and I took out a loaner (plate no, A56KBB **). I woke up Wednesday morning, 12/13/23 unable to go to work, take my kids to school or pick up my vehicle, to name a few, because of boot and sticker on the loaner. The sticker on the window said there was judgment of over $350 and it was due to Mercedes Benz of Paramus negligence to pay debts to the *** DOF. I immediately notified MB of what had occurred and spoke to ****** who hung up on me, was cold, disrespectful, and treated me with complete and utter disdain. ****** insisted this issue was my fault and that the onus was mine to carry. This is rediculous, and extremely unacceptable. I have yet to get an explanation or apology from ******. I called back and spoke to *******. After missing work, my children missing school, subjecting my newborn to public transportation, paying for a baby sitter, paying for cabs all over and visiting 2 department of finances and presenting the necessary information to *******, being what I thought was cooperative, again I was mishandled and instructed to go back and do it all again the next day and would be given card information to pay the debts as if I were a pro **** MB employee. I felt obligated and pressured to take on MB responsibilities because I was refused my vehicle. I had to take the time to find out that plates Z41JXJ ** and A22JXK ** had tickets from 7/19/23 and 10/28/23, which resulted in booting the loaner I was in from 12/11/23 which clearly do not correspond. I have other documents inside the vehicle like my own insurance and the vehicle was towed. I was told that I would be contacted so that my things can be dropped off to me in ************* and still havent been able to retrieve my belongings. We are now in week 2. When the car was booted Mercedes Benz of Paramus was supposed to pay for everything, offer me a ride and or replacement vehicle if needed.

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2021 Sprinter **** and the factory has sent out 3 recalls on this vehicle. All related to software upgrade. Since this vehicle was purchased as a work **** I politely asked Mercedes-Benz of Paramus service department for a loaner vehicle of any kind so that I can get to work while the recall issue is being resolved. The service department said they will call me back. After 3 weeks of not hearing from anyone I decided to call them and had to reiterate the whole process again. After a long hold, the service manager came on the phone said that they will not provide a loaner because it is a Mercedes-Benz Sprinter van. I asked why and they said they just don't. Without further explanation from them, I was reluctant to have the van fixed. I'm currently driving a van with faulty software issues that is of no cause by me. I want the BBB to understand that if an accident occurs on this vehicle and caused by a faulty software, I will make sure they pay for more than just a loaner vehicle. Please investigate their business practice. ******.

• Initial Complaint

  Date:09/20/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 have had a Mercedes Benz GLB leased from Paramus Mercedes for the past 2 years. There are 11 remaining payments. This past year the vehicle has been NOTHING but a headache and has been in the shop for well over 40+ days for service including:- Motor / Engine replacement - Fuel pump and air conditioning issues and replacements - Backup camera replaced - Door making weird noises that had to be fixed - Turn signal stopped making noises and had to be fixed - Brakes had to be replaced And now after all of this the back wiper is making noises that are not normal so it will likely need service again. It should be noted that the vehicle barely has over ****** miles on it so there is no possible way it should be having this many issues at this point in time. I contacted Paramus Mercedes and the only option provided to me was to drop $5000 and get into a more expensive vehicle. I contacted corporate Mercedes regarding the lemon law and they tried to use the excuse that "whether the car is a lemon or not" they won't allow lemon law to pertain as it's been past 2 years of delivery. When I explained that the car was barely in my possession for 2 years they said they counted the time that the car was "at their dealership" as it had some mileage when it came to me. This was obviously also concerning as now I think they gave me the car knowing it had issues. I have two young children and am concerned for their safety- and my own- while driving this vehicle and want to be let out without any penalty.

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date: 5/16/23 Amount paid for services: $2,077.90 Business commitment: Diagnose and repair check engine light Nature of dispute: Was initially told the issue of the check engine light was a single spark plug and coil #5 (see video link 1). Was recommended to replace the single spark plug and coil; and highly recommended to change all 6 spark plugs and coils. Agreed with the high recommendation to replace all 6 spark plugs and coils. I purchased and have always only taken my car to this business for regular maintenance for the last +10 years. Was always told by service my car was in great shape, service after service, year after year. After they replaced all 6 spark plugs and coils, they then told me my car was ready for pickup. I then picked up my car on 5/17/2023 around 5 pm. Drove it off the dealer, barely made it to the highway right in front of the dealer, and my check engine light started flashing and my car started shaking (now worse then when I initially dropped it off on 5/16). I then drove the car right back to service immediately after. Due to it being closed of business day for them, the next day, they reviewed my car and noticed that a piece of metal from one of the spark plugs that they removed broke off into the engine cylinder, ricocheted around the engine, causing me to now need a new engine (see video kink #2). This business damaged my engine severely and told me that they cannot service me any longer. Now I am left with a ruined car and both corporate and this business are not responding to my request for remedying this issue. Link to 1st video diagnosis: **************************************************************************************************************************** **** ** *** ***** ********** *******************************************************************************************fileType=video The business has not reached out to me to resolve the issue. Order # ******* Dated: 5/17/2023

• Initial Complaint

  Date:04/12/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  We purchased a vehicle from this dealership originally we were told they could transfer paperwork and registration to Pennsylvania we were charged $799 for this service and we were told they were unable to do the transfer and also charged us for $65 paperwork fee. We are seeking reimbursement of $799.00 fee. We also learned upon receipt of the vehicle that it was never transferred out of prior owners name breaching their security and not allowing us to fully utilize our vehicle we were told we have to return to Mercedes to have programmed. We are so disappointed with the sales process responses and information. We are seeking total of $1000 reimbursement for time inconvenience and miss information. In addition the computer system has not been st up and we were told by salesman Adham that we could go to any Mercedes dealership and they could do it for no fee speak to concierge. We phoned Wilkes Barre PA Mercedes and we’re advised fee if $100 that it should have been done prior to receiving the vehicle. We are so very upset the time and frustration is unbelievable. We traded in a car and paid cash for new car. We feel we have been taken advantage of. Seek 1000.00 to resolve this matter.