ComplaintsforMercedes-Benz of Reno

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car taken to Mercedes Benz of Reno on August 29th because the key would not work. It has been there ever since. I was initially told it would be five weeks. Then I was told it would be ready Monday, the 11th. I have heard nothing quotes have changed repeatedly from **** to ****, to ****. There has been no communication from the dealership over this time. I have to call nearly everyday, I am always told they will contact me and they never do. There has been no attempt at any form of remedy, and I am going out of town in two weeks 12-23-23. This was planned when I was told it would only take five weeks for my car to be repaired. Again, ************************ has had my vehicle since August.

  Business response

  12/20/2023

  Thank you for bringing this concern to our attention. The General Manager spoke with the customer directly to come to a suitable resolution. The customer will be accepting delivery of the vehicle. 

  Thank you. 

  Customer response

  01/03/2024

  Thursday December 22nd I picked up my ******** from **********, after it being there since August 29th, immediately after a check engine light came on. With help I found it was the Cam Sensors, which I replaced. Those sensors are not at all related to the ignition issue. I also found a torn oil sensor when I had an oil change done, there is cosmetic damage to the interior, there is also signs of damage from improper towing. I have not taken it back to **********, due to a complete lack of communication and the fact that my vehicle sat from August until December exposed to the elements, and I was contacting ********** a couple of times a week, and I never heard back from them. I do not want to take the vehicle back, as I do not trust this particular dealership at all. The check engine light ensures that I cannot register my vehicle, which is over due because of how long it sat at **********.

  Desired Outcome:
  Refund; Repair

  Business response

  01/11/2024

  Although the customer states that they are not willing to return to the dealership, the management team is willing to inspect the vehicle regarding their additional concerns, as they are not associated with the completed and authorized ignition repair. Also, a discount was applied to the cost of repair for the inconvenience of their long wait time. Unfortunately, we will not be able to provide a refund of the remaining cost as the ignition repairs have been completed.  

  Thank you. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We had a recall on our Vehicle from Mercedes Benz. Our vehicle was towed to Mercedes Benz of Reno for this recall, which was completed. They were supposed to work on a repair issue at the same time, with the AC compressor. We advised to please repair and we were fine with charges. Our car was not repaired, but towed off premises to Milne Towing. When received the notification of the towing, we contacted the delearship, and they informed us that they would get our car back and apologized. Instead of getting our car back, it was auctioned off. We have been contacted the repair department and the dealership, they take no responsibility for this action. We were informed by the DMV, and our insurance company that our car was basically stolen by the dealership. We have tried to act in good faith, and request that they reimburse us for the value of the car, they state that they will get back to us, but they never do.

  Business response

  10/09/2023

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within 24-48 business hours.

  Customer response

  10/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  This has been an issue that was brought to Mercedes Benz of Reno's attention in May of this year. We have been trying to get this resolved directly, however the standard response seems to be, "I'm out of the office and will look into this when I get back." So far we have not gotten any meaningful response.
  Sincerely,
  
  ****** *******

  Business response

  10/17/2023

  The management team attempted to contact the customer for an extended period of time, which included a certified letter, with no success. Please see attached for reference. Because there was no communication from the customer, the vehicle was sent to auction. 

  Thank you. 

  Customer response

  10/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  
  Mercedes Benz of Reno knows full well that they did not reach out to me before towing my car away. The attached certified mail receipts are letters sent from the towing company after the car was towed, not from Mercedes Benz of Reno. I did respond immediately to that letter, by contacting (via phone as I knew time was at a premium) Mercedes Benz of Reno the day I opened the letter. I was told by a service advisor that she understood the mistake and would get my car back. She even emailed me a summary of our phone conversation so I would have it in writing.
  Sincerely,
  
  ****** *******

  Business response

  10/24/2023

  This complaint is currently under investigation. We will need additional time to provide an update regarding this matter.

  Thank you. 

  Customer response

  10/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  This is the same answer they gave after the original complaint was submitted. They then tried to pass off certified mail receipts that they got from the towing company and not actual receipts that would prove they sent any notifications. Now we're back to the stall tactic of "this issue is under review." This issue has been under "review" for 5 months now. 
  Sincerely,
  
  ****** *******

  Business response

  11/01/2023

  Additional time is needed to gather all documentation regarding this complaint. We understand that this may be frustrating. However, we would like to give the customer all information needed to resolve their concern. 

  Thank you. 

  Customer response

  11/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Clearly MB of Reno is attempting to "run out the clock." As stated before this was brought to their attention nearly 6 months ago. They already tried to present false documentation. Perhaps they are trying to "find" more documentation. I would expect a company representing such a high end company such as Mercedes Benz would just own up to a mistake. I have been trying to be equitable and not demand they replace the car with like kind or are we asking for a ridiculous amount of money as restitution. Our asking amount is based on Kelly Blue Book value, with an honest appraisal of the vehicle.
  
  Sincerely,
  
  ****** *******

  Business response

  11/10/2023

  Although we have been working to gather the appropriate paperwork for the customer, the towing company, Milne, has refused to provide a copy of the letter sent to the customer for privacy purposes, as well as noting that this case is not in litigation. Milne is a reputable towing company that provides their services to the Reno, Nevada area. The customer would have to request their paperwork from the towing company directly. However, please note that the vehicle was listed in the local paper for one month before going to auction, and that the certified letter was sent to all know addresses. Unfortunately, we will not be able to assist the customer further. 

  Thank you. 

  Customer response

  11/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Once again Mercedes Benz of Reno is trying to shift the blame to the towing company and/or me. I have attached a copy of the letter (personal information redacted) sent by Milne Towing Services. I have never denied receiving the letter from Milne Towing. In fact the certified mail receipts MB of Reno tried to pass off as proof of their sending notice to me is false. Those receipts are for the attached letter which MB of Reno obtained from Milne Towing. Notice Reference number on letter matches notes on certified mail receipts. MB of Reno will now attempt to say I did not respond to the letter, which again would be a false statement. I immediately contacted MB of Reno upon receipt of the letter, to allow them to correct the situation. Which I was told in no uncertain terms that they would get the car back. I contacted MB of Reno on 5/18/2023 a full 3 weeks before Milne Towing Services would put the car up for auction. I would then contact MB of Reno each week for an update and continually got an "I'm out of the office" run around until finally I got a response from the Service Manager that he had some bad news the car had been sold and that I needed to contact Milne Towing, to what end I don't know. Again blame was shifted to Milne Towing and myself. I don't see how Milne Towing Services would be at blame for any of this. They only did what they were asked to do by MB of Reno. They also acted properly by find my contact information and sending me the impound letter notice. MB of Reno however did not try to contact me in any way before having my car, which was in for service, towed away. Not only does MB of Reno have my physical address, but they also have my phone numbers and email address. For 6 months now they have been looking for documentation that they contacted me, but of course cannot find any because they did not. To say "please note that the vehicle was listed in the local paper for one month prior to going to auction," shows their lack of diligence, as they should know I am not a local resident, and again shifting the blame to me for something that never should have occurred at all. "Unfortunately, we will not be able to assist the customer further." is not acceptable. You acknowledge I was a customer in that last statement, but shoulder no responsibility attempting to shift blame. The assistance I require is not finding fault with Milne Towing Service, but in MB of Reno either returning my vehicle or providing restitution for disposing of it unnecessarily
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2020 MB S560 to this dealership on May 18th 2023 for the warranty repair of my panarmic roof. As of the date of this complaint I still do not have my vehicle nor do I have a date of completion. I have attempted to call Steve T***** 3 times leaving messages all three times explaining the issue that I brought my car in 3 months ago and no one can give me a date it will be completed. I have been told over and over again it would be in a few days. My car is just sitting at some auto body shop nothing being done. The glass roof has been in since week 3. Was told it would be ready week 5. Week 6 was told they do not know how to do it and was scheduling a glass company. Week 8 the glass company did not know how to do it. Week 9 needed a special tool. Week 10 sending it to an autobody shop. Here I am week 12 and no one will respond including the General Manager Steve. You buy a $150,000 and you would hope they would provide some sort of decent service to you. Instead they clearly do NOT care. My cost of owning the car do not stop, the only thing that stops is my ability to enjoy the car that I purchased.

  Business response

  08/16/2023

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within 24-48 business hours.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  9/6/22, sold maintenance contract $4975 at Mercedes -Benz of reno A Service completed. At this time had issue with door and was told it had no problem. on 2/8/23, made appointment for B service 23000 miles on vehicle and was told first available appointment was 3/14/23 Worried about going over factory warranty asked if that was a problem and told I should have plenty of time to get problems fixed ie;sliding door now broken, seal on light. 3/14 took van in for service with issues addressed as well as other issues for estimate and I was told service would call me back that day. Never received call, Tried to call and no call back, All week I attempted to call with no call back. On 3/18 made call to corporate to look into refund of service contract. case #************* to get escalated had to keep calling 3/19,20,22,27 30th On 3/19 went to dealership, nothing was done to vehicle and was told I could not get service warrenty refund. I left before I lost temper. In an attempt to deal with corporate and getting no where after 3 weeks even though I was promised it would get escalated I decided to give another chance to dealership. I drove down and talked with Derrick Service manager and explained what happened and that I was a reasonable person. What could he do to fix this. He told me he had a meeting and would call me tomorrow. This was on 5/1/23 I called next day left message on Derricks VM. Phillip S****** called me back and said he was told to call and get me in for service. He was not told about previous hx from Service manager, but he could not take van in until late June. On May 10th I called finance to try to get refund, I left message with Scott R******* in finance, I finally got a call back. Scott the finance advisor assured me they would take care of entire situation and would get me in right away. The sprinter advisor Phillip S****** told me to bring it in Monday. 5/8/23. mileage now over factory warranty, Called visa for dispute.

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