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:03/24/2025

  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 wanted to out $1,000 down on a car, they took $1,029.40. That's ok, not sure why they did that but I want to be factual. They could not get me a car, so I asked for the refund. They said it takes 5-10 business days. its been 15 and now they don't return my calls or emails.

  Business Response

  Date: 03/25/2025

  Hello BBB Serving *********************,

  We have processed the refund, and I've attached a copy of the receipt here. There was a delay in the normal refund time period due to two different names. **** ******** did not pay us any money. The $1,000 was taken from ********* *********, and we receipted under **** ********. This has been corrected. The actual amount charged was $1,029.90, this includes the 2.99% credit card fee that is clearly posted and always discussed with customer prior to charging.

  Thank you 

  
  

• Initial Complaint

  Date:10/16/2024

  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 was solicited by Mercedes of Brooklyn to pay me 10% above book value for a trade-in of my 2020 Mercedes GLS 450. I was then called by ******** who basically never called me back so I started to work with other Mercedes dealers I received another note on October 6 about same discount 10% above book. I looked at the book value of blue book With my extras and its $41,429. They also suggest to go to ******* to put in all the extras and that price was ******. According to their solicitation and promo, they would pay me 10% that they are not offering me that and I feel that is false advertising

  Business Response

  Date: 10/17/2024

  I attempted to reach out to the customer a few moments ago to discuss but wanted to provide the information I have at my disposal. Attached is a *** Instant Cash Offer. This is the basis for the advertisement that was sent to the customer and shows a value of $38,550. From the notes it appears that we offered ****** for the trade in value which represents 109%. As the offer states, we offer up to 110% of *** value specific to that VIN. A ****** search is not indicative of the *** valuation on that specific vehicle and as a result is not relevant, nor is ******* as the advertisement does not say that.  Also, the price we provided is less than ******* suggest that she should pay. We are very confident that we've provided a fair offer, been extremely transparent and there is no issue with the marketing. If she would like to review this with me or ****, the manager she has been dealing with, we would be more than happy to. 

• Initial Complaint

  Date:07/12/2024

  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.

  April 15th ****************************************** vacation due to a collision problem which was my left front headlight and my front bumper to get repaired Everything else was working completely fine in the insides of my car before I dropped it off said I listed above May 17, 2024 around 4:30 I arrived too pick up my car At 5:58 Home I noticed my ambient lights and my heated seats werent working in the inside of the car. Text advisor at Mercedes Phone as soon as I noticed the problem He got back to me Monday morning stating I have to stop by for us to take a look at it. If this has anything to do with the accident we will need to get the insurance involved I just feels like this is unfair because the damages they caused to my car was in them and not due to my accident and they know that and not trying to fix it Me and the manger had some word he gonna tell me they did the best they could and they did me a courtesy and anything after this Im gonna have to come out of pocket for something that they caused

  Business Response

  Date: 07/15/2024

  As a courtesy we invited the customer back into the dealership to review the work that was performed. We had a master technician spend about three hours reviewing all the work that was completed by us and then in turn attempt to diagnose the problem free of charge. It was at this point we determined that there was an issue with the right front door, which had no relevance to our body shop repairs, and that required the door to be opened. At this point there would be a diagnostic charge that the client has declined. It is important to note that the car fax history has damage reported on 12/03/2019, 11/16/2020, 01/04/2021, 1/11/2022, 5/6/2022, 10/12/2023, and 4/18/2024. Unfortunately, vehicles that have been repaired 7 different times in multiple locations will tend to have numerous issues as the repair processes are not consistent.

• Initial Complaint

  Date:06/05/2024

  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.

  On 1/28/23 my vehicle became disabled as I was driving it. Unfortunately when I contacted the Mercedes Benz in Brooklyn, where I usually bring my vehicle for service, I was informed they didn't have anything available until the end of February. I started my search for a location to get the vehicle fixed. I was able to get the vehicle repair at Kraft German Auto. The diagnosis was that there was water going into my fuel tank. This was immediately corrected. About 3 weeks after I received a letter from Mercedes-Benz with a recall notice about the same exact issue. The notice stated that if I had this issue and repair were made I was to be reimbursed for the expenses. I immediately reached out to the Mercedes-Benz and they advice me to bring my car in for this recall that way the could resolve the recall and then made attempt to receive reimbursement. Ever since I have been reaching out to the service supervisor (*******) at the Mercedes-Benz in Brooklyn, ** to follow-up about my reimbursement. To this date I have no communication regarding the matter. The supervisor which was supposedly assisting me in the matter has gone silent. This is the major reason why it took me over a year to put in this complaint. I feel as though I was given the runaround to reimbursed me for the services I ended up paying when the issue on the vehicle was linked to a recall from Mercedes-Benz. Up to this day I leave messages for the supervisor (*******) who has not bother himself in returning my call, nor have I heard from anyone at Mercedes-Benz regarding my refund for the repair as promised to be paid if the repairs were already made at the time of the recall which was mailed out on 2/15/2023 and repairs to the vehicles were done on 2/5/2023. I brought in my vehicle as instructed to be able to qualify for such refund. As of today, no words on this supposed refund for performed repairs. I also submitted all the documents to the supervisor so that the refund was processed.

  Business Response

  Date: 06/24/2024

  Customer is in contact with our service manager. We finally received confirmation from MBUSA once he provided the correct documents at our direction. Unfortunately, due to a national software issue with CDK we will not be able to issue payment until that system is back up. We have communicated this to the customer. 

• Initial Complaint

  Date:02/28/2024

  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 purchased the Premier Prepaid Maintenance package with a new vehicle 10 days ago at Mercedes of Brooklyn. At the time of purchase, the finance manager confirmed that "the package does not have an expiration date, and I can complete my four instances of maintenance at any time." However, upon double-checking with the service department of the same dealership, I was informed that the package does indeed have an expiration date, and I must complete the four maintenance services by that time.I am requesting a full refund of the package, but the same finance manager/salesperson has refused to do so and continues to mislead me by stating that the package does not have an expiration date. I have spoken to three additional individuals from the service and sales teams, and they all confirmed that an expiration date applies to my package.

  Business Response

  Date: 03/15/2024

  We were able to get an exception from Mercedes-Benz and process the refund. This typically does take 4-6 weeks. 

• Initial Complaint

  Date:12/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 started experiencing a roll back with my GLA 2023 4Matic in October when I would accelerate. The start/stop feature was disabled; in which the roll back problem stopped.On December 21st & 22nd, my vehicle rolled back as I accelerated slowly. I contacted the service department on December 26th. I related my issue and the agent suggested to disable the start/stop feature. I informed them that I did in October.It was then stated by the agent that a lot of customers with this model have the same issues. I expressed my disappointment and the agent replied, "sorry". Not let's look into this or bring your vehicle in. I contacted MB service department the next day via chat. Once again the issue was related. Then I was asked for contact information and someone will contact me.D.K called and left a message. I returned the call and left a message. I have yet received a call from ***** also sent an email to MB online, hopefully someone will get back to me.If this model is rolling back and not able to stop with the start/stop feature, what is the purpose of keeping this vehicle?It appears that MB doesn't have a solution to this problem it is very upsetting. I am financing this vehicle.

  Business Response

  Date: 12/29/2023

  We have attempted multiple times to reach out to the customer over the past two days and have been unable to contact. We just tried calling again and sent a text message that goes into our service group for best response.

  Regarding the vehicle, we would be more than happy to have the customer come in and review how the feature works. From what the complaint suggest, this is a feature of the vehicle known as Brake Hold. It requires for the ****** to be depressed fully until a HOLD sign illuminates on the dashboard. This will prevent the vehicle from rolling back. Additionally, it is important to note that the one screenshot is to Mercedes-Benz *** and the other a chat on our website. The best way to communicate with the store is via the text message she received at 10:42 AM today. If she would like to come in so that we can review this feature with her we would be more than happy to. 

  Customer Answer

  Date: 01/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/27/2023

  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.

  ************************************************************** Services discriminated against me during a consumer credit transaction on 10/24/2023. After accepting a firm offer of credit to apply through Mercedes ************** Services on 10/23/2023. I even went with a vehicle that is lesser than the initial agreed deal. I paid a $500 deposit to hold the new vehicle (which is unlawful); the finance charge is the sum of all charges (* does not include charges of a type payable in a comparable cash transaction); * have a signed binding purchase agreement, (customer no: *******. My qualifications based on the advertised requirements did not change from the time of accepting the offer, too the time my application/financial asset was processed * submitted. Theyre committing securities fraud. Refuse to resolve the matter * return my securities. They omitted information, which they are legally required to share. They willingly * knowingly providing misleading * inaccurate information to me about the transaction * failed to comply with requirements imposed under the ***** CREDIT OPPORTUNITY ACT. I contacted the Vice President * ******* manager, ********************************* to aid in resolving the matter; he instead suggested I paid cash or obtain my own financing. Despite the finance change in connection to the initial consumer credit transaction. Additionally, under the ****-******************* Street Reform and Consumer Protection Act (******************* Act), it is unlawful for any provider of consumer financial products or services or a service provider to engage in any unfair, deceptive, or abusive acts or practices. ************************************************************** Services must be investigated and held accountable for their unlawful actions. I have filed complaints with the SEC, DMV, FDIC, FTC * all other governing agencies and will pursue legal actions against them the fraud, ************************** lending practices.

  Business Response

  Date: 10/27/2023

  ************** was denied financing by Mercedes **** financial services based upon her credit history. Everything in her complaint is simply inaccurate, poorly informed or fabricated.

  Customer Answer

  Date: 10/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Can you please provide specific details or evidence that support your claim that the complaint is inaccurate, poorly informed, and fabricated?  

  Can Mercedes ************** Services, provided evidence that the undersigned's signature on the original 'contract' did not create the value for the above-referenced consumer transaction? May you also provide evidence that Mercedes ************** Service brought forth its own credit? Additional, can demonstrate that Mercedes ************** Services were put at risk by extending the above-referenced transaction to me? Can Mercedes ************** Services refuse to ***** an individual account to a creditworthy applicant who has acted in good faith or discriminate against me during any aspect of a consumer credit transaction? Can you provide tangible proof FULL DISCLOSURE to all matters dealing with the above- referenced contract was provided to me? Lastly, was/is/will Mercedes ************** Services be damaged if the above-referenced auto loan is not repaid?

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 vehicle on December 2019 and have yet to receive my vehicle title/registration. They submitted documentation to the *** on my behalf and left out my apartment number which is why I never received documents despite that the full address is on my drivers licenses. Today is now April 2023 and every time I call to inquire Im hit with the voicemail or an indirect answer.

  Business Response

  Date: 04/10/2023

  We have already responded to the clerical error and corrected the registration on the vehicle. This was communicated multiple times and the client is aware that the registration is here to be picked up. They elected to wait for the title which, according to the information provided to us, should arrive in the next week. 

  Customer Answer

  Date: 04/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter is being taken care of.
  

  After multiple attempts of contacting the business without an answer they have finally responded accordingly.

  I have yet to receive my title, and I was informed that its coming from Albany and so the mail should be coming in soon and not the this week as they had previously mentioned.

   

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

  
  

• Initial Complaint

  Date:02/28/2023

  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.

  Wednesday 1/25/23 took car to have a B1 service Thursday 1/26/23 was told car was ready for pick up. Paid $1, 891. Waited 40 min for car to be told that car would not start. Once it was started it wouldn't go into gears. Oil in my ME Control Unit. Paperwork has incorrect information because I never saw the car.Friday 1/27/23 I was called again at 4:45pm stating it was ready for pick up but it was too close to closing I wouldn't have made it in time. I was told I could pick it up on Monday.Monday 1/30/23 Arrived at 9:30am waited almost 2 hours for my car and never received it because it would not start again. I was told they would clean the ME control to the best of their ability but it would only be a temporary fix. I was told to call my insurance company to see if they would cover the repairs. I called customer service spoke to ******, she stated that she would email General Manager and will back to me within 24hrs.Tuesday 1/31/23 ***************************** (service advisor) said car was fixed at 9:36am and i need to purchase a battery for $650. At 3:30 was told car not ready they were still draining oil and cleaning the ME board. I called customer service again at 4:48 was told 48 business hours someone would get back to me I am still waiting for the call.Bottom line is the I didn't receive my car until the week of Feb 20th. Was told that it would be a temporary fix and still had to purchase a battery. I drove my car into this shop perfectly fine and now I have all these issues and not sure if and when my car is going to break down on me. The paperwork does not state any of these issues when I brought it in

  Business Response

  Date: 03/01/2023

  The vehicle was written up for a service at the customers request which includes the replacement of spark plugs, oil change, air filter replacement, and brake fluid service. Part of the procedure, as outlined in Mercedes-Benz repair instructions for the spark plugs, is to loosen the engine management control unit from the bracket. During this time the technician, who has over 20 years of Mercedes-Benz experience, noted that there was a clear oil leak that had gone to the **** At this point we notified the customer of our concerns and offered an estimate to repair it. At this time the customer declined these repairs. We did our best to dry the unit and clean the area and parked the vehicle outside.
  
  On 1/26/2023 customer comes to pick up the vehicle and vehicle does not start. Valets inform the customer that their vehicle needed a jump, and upon jump vehicle is not shifting into gear. Reasonably the customer is upset and then spoke with my service manager *********************************. Customer was informed that the vehicle needing a boost and not shifting into gear may be due to the oil inside *** but the vehicle would be diagnosed, free of charge.
  
  We opened RO-****** and vehicle was diagnosed for not shifting into gear after taking a boost. Vehicle needed a hard reset, battery cables disconnected and vehicle jumped. Vehicle now shifting into gear.
  
  On 1/30/2023 customer comes to pick up the vehicle and once again the vehicle will not start without a jump. Customer is informed, and customer declines to take vehicle at this time and request we take another look at the vehicle.
  ********* Vehicle diagnosed, battery is no longer holding its charge. Technician recommends replacement of battery. We informed the customer of draining the *** of oil would be a temporary repair to get the vehicle running. THIS WAS NOT A GUARANTEED REPAIR OR FIX. CUSTOMER WAS INFORMED OF THIS.  *** unit drained of oil. At this point the customer came to pick up the vehicle a day later 
  
  The customer has serviced with us multiple times but the vehicle is 12 years old with nearly ******* miles with numerous issues at this point. Currently the customer has a credit card dispute for the services owed so at this time we have no middle ground to cover. Should she want to get the vehicle repaired correctly we would be more than happy to provide a discount but even then, a vehicle of this age with this amount of problems is simply not worth the investment. 

  I can be reached by e-mail if the client would like to explore this option. ***********************************

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 cannot get a hold of anyone at this location. I've called numerous times, emailed and sent text messages. I've been trying to get a hold of the financial manager, *******************, or anyone regarding a wheel and tire cancellation request that was submitted and processed 4 weeks ago. Given the lack of communication from ************, I followed up with the insurance company and they confirmed that my cancellation request was received and processed, and that MB would in fact refund me or apply the refund amount to lien holder, which ever applies. In my case, it would be applied towards the balance. I check my balance regularly ever since I was informed my cancellation request has been processed and the refund amount has not been applied. Everything is done electronically; I'm not understanding why this hasn't been applied to my account and I can't get anyone to reply to my messages regarding this matter. I'm only asking for ONE thing - when will the refund reflect my account with a written confirmation stating such.

  Business Response

  Date: 11/17/2022

  The customer is correct that we have processed the cancellation. We also explained to the customer it typically takes 4-6 weeks for the cancellation to be completed. The process is as follows. Customer provides the necessary paperwork and we submit to the tire and wheel company. This is then reviewed by them and the cancellation is processed on their end. At this point, they send us a refund. Depending on the company this can take 2-3 weeks by itself. As of 5:51 pm on 11/17 we have not received the funds back from the wheel and tire company. Once these funds are received it takes approximately 48 to 72 business hour for a check to be cut and mailed out to the bank of record. From there it can take **** business days to process depending on the lender. If there are any questions I can be reached at *****************************************. 

  Customer Answer

  Date: 11/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Thank you for the prompt response and detailed explanation.  I wouldn't have gotten this far if your colleague would've properly communicated how the entire process works instead of ignoring my emails.  All and all, I appreciate the help and will now patiently wait until cancellation request is complete. Happy Holidays!

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/23/2022

  *****, I'm 100 percent in agreement and have handled internally to ensure this doesn't happen again. I have put a reminder to follow up on your refund middle of next month just in case. 

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************