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:02/11/2025

  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.

  Gross negligence? Or worse? I've always had excellent service here. However, on my last visit with a slk230 I purchased a day before, I figured to take advantage of $99 oil change. I don't drive this vehicle much, but finally figured out why the car was shaking so bad. I found they overfilled my oil by almost 5L! I was absolutely shocked! I never thought to check the oil level from what seemed like such a professional establishment. I can only hope that no long-term damage was caused by driving in this condition.Update February 10, 2025:I visited the dealership on February 9 and was assured that the service manager would call me today, yet I have not received any follow-up. Additionally, a customer representative claimed that it is impossible for oil to be overfilled. This is simply not trueI have retained the excess oil as evidence. If needed, I am prepared to have it analyzed to verify that it came from my vehicle.I would appreciate a prompt response and a resolution to this matter. Please contact me as soon as possible to discuss how we can resolve this issue. If necessary, I am prepared to escalate this to small claims court, but I would prefer to work toward a fair solution with your team.

• Initial Complaint

  Date:11/18/2024

  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 had my car serviced at Henderson location and my adviser ***** Bootsma ******* got confused with somebody's car and he open my cars moonroof and was not able to put it back so let to permanent damage and now they want me to replace with new moonroof. as I never requested MY cars moonroof to be checked. but because of his confusion with somebody else car and spoke and explained to service manager MR. ******* about the situation and he is telling me to replace with new moonroof. I would like to please look into this matter and provide justice. thank you sincerely

  Business Response

  Date: 11/21/2024

  To Whom It May Concern,

  Thank you for the opportunity to respond to this customers concerns.  When the customer brought this issue to our attention, we interviewed both the service advisor who assisted this customer as well as the technician that completed service requested.  Both the service advisor and the technician deny that they touched, or in any way interacted with, the customers sunroof when the vehicle was at our repair for service. (The service advisor specifically denies that he mistakenly operated this customers sunroof.) Indeed, in light of the service performed, our employees would not have had any reason to touch the sunroof or its components.
  
  After the customer complained that the sunroof was inoperable and brought the vehicle back for an inspection, we determined that there was an issue with one of the guide rails of the sunroof.  Unfortunately, issues with these guide rails are common and we advised the customer that breakage often occurs simply with the passage of time. *********** manager explained the issue with the sunroof including that the failure of the guide rails was not caused by the dealerships employees.  *********** manager the recommended repair for this common condition, but the customer declined to proceed.

  Respectfully,

  Mercedes-Benz of Henderson Management

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22565606
  
  I am rejecting this response because the service adviser is lying when I asked him why he touched my sunroof he said that he had spoken with me about it I asked him what number did he called he had somebody else number I told him that it was not my number( please check the phone calls made that day) ***** was confused with somebody else car that day and when the car service was done my family and kids were waiting outside and even outside when I started my car after the service I asked ***** why was my sunroof open and he tries to push it through ( check the security camera) and the other proof is that there is all black grease **** on the inside of my car windshield and I did mention this to ****** and he told he will be able to take care of that. this big company is trying to fool people and rip off their money they have to be punished for this kind of act. when I discussed with ****** he said he would give me an employee discount to fix my sunroof and I rejected the offer. I want ******** to fix my car's sunroof and they are lying trying to cover up their employee's fault and blaming the customer.

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

  Business Response

  Date: 12/10/2024

  To whom it may concern, 

  We again thank you for the opportunity to respond to this customers concerns.  We have discussed the customers additional claims with the service advisor.  We have also searched for recorded calls and video.  The service advisor affirmatively denies that he ever attempted operate this customers sunroof.  In fact, because of the known issues with the sunroofs guide rails, after the service advisor documents a customers request for service of a sunroof, he does not ever attempt to operate it.
  
  Unfortunately, as the issues raised by this customer occurred almost 18 months ago, no video of the day of the drop-off or pick-up are available.  While telephone records are available, after a search of the database, the dealership is unable to find any voice recordings of calls between the customer and the service advisor regarding the sunroof issue.
  
  As previously stated, the issue with the sunroofs guide rails is well known by the vehicle manufacturer; however, because the new car warranty for this customers vehicle had expired prior to the problem manifesting, the manufacturer declined a warranty repair. Since the dealership did not cause the issue, it is not able to offer any more assistance than previously offered.

  Respectfully,

  Mercedes-Benz of Henderson Management 

• Initial Complaint

  Date:01/03/2024

  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.

  To say I am disappointed in the service I have been provided at Mercedes-Benz of Henderson is saying the least. With my 2018 C300 being my first luxury car, I had the highest of hopes to not only drive a luxury vehicle, but also be a part of a luxury company that provided top-notch service. In April 2022, I had the whole engine replaced on my vehicle and had purchased a prepaid maintenance package that cost me several thousands of dollars, setting me back financially. I received a letter from ******** September 2023 with information about an extended warranty, with my car being eligible for refund of any services on the assembly line. I attempted to contact my service advisor 9/27/20, no answers and voicemail messages left, again called 10/2/23 via phone several times and received no answer, voicemail messages were left and text message was also sent. I never received a response. I called MB USA 9/27/23 and 10/12/23 who informed me I was eligible and all I needed was to provide receipt of service made on my car in April 2022. I tried contacting my service provider again after the phone call with MB-***, no answer, requested to speak to supervisors, never got a call-back from a supervisor, all the ******** rep informed me was that the request was sent via email. 10/12/23 I was finally able to get a hold of my service advisor who informed me I was not eligible under the extended warranty. I requested receipt of the services I paid for and the notes on my receipts show proof that I am eligible for refund under the extended warranty guidelines. In addition, I requested to be reimbursed for the prepaid maintenance I paid for and never used, I was told I could not get my money back. I requested a call-back from a supervisor on 10/12/23 and til this day 12/31/23 have yet to receive one. I called ******** again 11/30/23 for receipt of my prepaid maintenance and have yet to receive a copy. For a company whos slogan is The best or nothing, I was sure left with nothing.

  Business Response

  Date: 02/06/2024

  Thank you for the opportunity to review and respond to the BBB complaint of this customer. In March 2022, this customers vehicle was towed to our facility where it was diagnosed with a torn and cracked piston. We determined that the engine needed to be replaced.Unfortunately, the engine replacement was not covered under any warranty applicable to the vehicle.  Accordingly, the dealership agreed to provide the parts necessary to replace the engine at no charge to the customer.However, since the engine replacement was not maintenance as defined by the prep-paid maintenance agreement, the customer agreed to pay for the labor necessary to install the new engine parts.  While the labor for the engine replacement was not covered by warranty or the pre-paid maintenance agreement,the routine service that the customers vehicle  received was covered by the prep-paid maintenance agreement and he did receive the benefit of that agreement for covered repairs.  

• Initial Complaint

  Date:05/30/2023

  Type:Product 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 am writing to address an unresolved issue regarding the refund of sales tax on the purchase of a ******** ******** **** Cargo 170E van from your dealership. On February 4, 2023, I purchased the aforementioned vehicle from your establishment for a total price of $143,922.99, which included a sales tax amounting to $10,349.74. As part of the payment arrangement, I made a down payment of $61,000.00, while the remaining amount of $82,922.99 was financed.Following the purchase, the registration of the vehicle took place in **********, **********, on March 7, 2023. Subsequently, the ********************* of ***** Vehicles (DMV) issued a refund of the sales tax amount of $10,349.74 to Mercedes Benz of Henderson. This refund was granted due to our application for ********** IRP registration, as no sales tax is applicable when a commercial vehicle is registered under IRP.I have been in communication with my salesperson, *****, regarding this matter, and he confirmed that the funds were returned to your dealership and deposited into the dealer's account. However, when I requested further details, he mentioned a person named *******, whom I am unfamiliar with. It is essential for me to understand the progress of the refund process and the specific steps that need to be taken to expedite its completion.Therefore, I kindly request your immediate attention and assistance in resolving this issue by facilitating the return of the sales tax refund to me

  Business Response

  Date: 06/20/2023

  The matter has been resolved.  The customer initially purchased the vehicle in ****** in his personal name with a lienholder.  After the transaction was completed he registered the vehicle in the name of his company in the ******************* which resulted in new paperwork submissions and altered the taxes due on the vehicle. The refund referred to in his BBB complaint was sent to the bank that financed the vehicle to reduce the principal amount due on the installment contract.  This information was explained once that was accomplished.  

• Initial Complaint

  Date:02/14/2023

  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 ************* January 2023 had repairs of $3516.00 Today Feb 13 having the same problems that I just paid $3516.00I want my car repaired with no more money involved.

  Business Response

  Date: 02/15/2023

  The customers current problem with the vehicle relates to a starter that has failed. This was not the same work that was previously diagnosed and repaired 6 weeks ago. This has already been explained to the customer.Additionally, the customer was informed that any parts that were previously repaired that are damaged have a 2 year parts replacement warranty and will be replaced if necessary.  Because the current issue with the starter motor was not related to the previous work or repairs the customer will be responsible for the repair to the starter.