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:01/14/2025

  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 am submitting a formal complaint regarding my purchase of a certified pre-owned 2020 Mercedes-Benz GLS 580 (VIN: *****************) from a Mercedes-Benz dealership in Manhattan, ********. My experience has been unsatisfactory due to unresolved issues with the vehicle and misleading behavior by the sales manager, ******* the time of purchase, the car displayed safety issues from the very beginning, including severe vibrations at speeds of 50 mph. Despite returning the car to the service department more than three times in the past four months, the problems remain unresolved.Each time I brought the vehicle in, I was assured the necessary repairs had been completed. I have documentation and text messages confirming that the dealership claimed to have replaced specific parts. However, I found the original parts still in the car, with no meaningful repairs made. This contradicts their assurances and raises serious concerns about their service ************ my previous communications with the dealership, I made the following requests:1.A comprehensive inspection and permanent resolution of all outstanding issues at no additional cost.Instead, I received a message stating the vibrations were due to bent wheels, including a front wheel, and was asked to pay over $4,000 for repairs. I reject this demand, as these issues should have been addressed before selling the car as a certified pre-owned Mercedes-Benz. The problems have been present since the day of purchase.I also have evidence proving the dealership claimed to have replaced the cars cameras and main battery. However, upon receiving the vehicle, a fault message appeared during my drive home. Upon inspection, I discovered the original cameras were still in place despite documentation stating otherwise. I reported this immediately, provided photographic proof, and received an apology from the service representative, who requested I return the car. More than a month later, this issue remains unresolved.

  Business Response

  Date: 01/28/2025

  Hi

  We will be more then happy to repair the car under the terms of the warranty as long as there is no outside damage to the vehicle from an outside influence after delivery.

  I can be reached at ************ for an appointment.

   

   

  .

   

  Customer Answer

  Date: 02/19/2025

  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:

  Good afternoon,
   
  reference ID # ********
   
  I am confused as to why my claim was closed. I recently received an email asking if my issue had been resolved, with instructions to click a link if it had. However, since my issue remains unresolved, I did not click the link.
   
  Please do not close my claim, as I am still experiencing significant issues with Mercedes-Benz. My vehicle has been at the dealership since December 6, 2024, and I have been unable to use it at all. I need your assistance in recovering my money, as I have paid a substantial amount for this vehicle, yet it has had numerous issues. Additionally, the dealership continues to ignore my calls and messages.
   
  Since purchasing the vehicle in June 2024, I have only been able to use it for a total of one to two months, as it has constantly been in service due to safety concerns. The issue remains unresolved, and I hope you can help me, as Mercedes-Benz holds all the power in this situation, leaving me with no other avenue for resolution except through the BBB.
   
  Please let me know if you need any further information. I appreciate your time and assistance.
   
  Best regards,

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

  Business Response

  Date: 02/20/2025

  Mercedes Benz Manhattan Is resolving the customers issues with his insurance company.

   

• Initial Complaint

  Date:08/21/2024

  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.

  My car has been in the shop for over 5 months for a warranty repair. We were told it was a 2 week repair and once they took the car and disassembled the engine we were told there was a part on backorder. The part arrived one month ago and I cannot get them to give me a return date on my car. In the meantime, I have missed 2 opportunities to sell it. I have strings of texts and emails with promises of calls and completion dates that are unfulfilled. All i get are vague referneces to it will be this week and then the deadline comes and goes with no delivery. This is the absolute worst customer experience I have ever had and others should avoid them like the plague. They are not truthful people. I cannot get the manager to call me to explain why they are holding my car hostage.

  Business Response

  Date: 08/22/2024

  Unfortunately the parts for this repair were on back order. We are reimbursing the customer for a loaner car during this time and we plan to have the car back in the customers hands by **********.

  We are truly sorry for the time it is taking however we have no control over the unavailability of parts from the manufacturer..

   

   

   

  Customer Answer

  Date: 08/22/2024

  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:

  They have been promising my car to me for some time and constantly tell me they will call with updates and then fail to call.  I then have to chase them down to get updates.  Even after I filed this complaint and they responded, they promised to call with an update at the end of the day yesterday and, as usual, failed to call.  From a shop that was, years ago the top of the top in customer service, they now rate as one of the worst places I have ever had the displeasure of dealing with. In addition, I have called the General Manager directly several times and asked to be put in touch with him through others and he does not seem to care enough about his customers to give me the courtesy of a response.  So no, I am not happy with the dismissive "don't worry, you will get your car back" attitude of this dealer.

   

   

   

   

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

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

  Business Response

  Date: 08/22/2024

  I spoke with **************** today 11:03 am and advised him that his vehicle will be ready on Tuesday 08-27-2024

• Initial Complaint

  Date:08/15/2024

  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 June 29th I brought my Mercedes-Benz C-Class into this shop to be serviced. The accelerator wasn't responding on the highway, causing my wife and I to stall out and risk our lives. The mechanics were fully apprised of the nature of the malfunction. They performed a diagnosed, assured me they had located the exact source of the problem, and worked on a number of electrical items, including the alternator. They assured me that they had appropriately road tested the car, that the problem with the accelerator was rectified, and that the car was safe to drive. This was July 15th. I drove the vehicle home through local streets safely. The very next time I used the car (July 20th), the same problem took place on the **********************, putting the lives of my wife and I in danger. We had two near misses trying to maneuver from left lane to shoulder with acceleration. I brought the car to a competent mechanic, who identified the problem as an air mass reader malfunction, replaced the part for less that $600 with labor, and the car has been working fine since (over 200 miles driven). The service technicians at Mercedes-Benz Manhattan in their supreme negligence failed to properly diagnose my vehicle, proceeded to bill me excessively for service that I did not need, and handed me the keys to an unsafe vehicle with assurances that the highly hazardous problem had been rectified. I am seeking restitution for the bill of service, the rental car cost I incurred, as well as the tow cost incurred after the second breakdown.

  Business Response

  Date: 08/22/2024

  Hi

  We are sorry for the issues ********************** is having with his car. We were never given the opportunity to recheck after his repair. We addressed the concern that he came in for and cannot be responsible for and other issues his car may have had after our repair given it is a 19 year old vehicle with over ****** miles on it.

   

   

• Initial Complaint

  Date:07/24/2024

  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.

  In November of 2023 this writer bought a pre owned certified 2020 GLS 450 Mercedez Benz SUV with approximately 33 plus miles on it. In about six months of my ownership the vehicle service warning lights appear on the dashboard for service B to be performed. I made an appointment for the service to be done.I was told that I had to pay my response was I should not have to pay because the vehicle had approximately 33 plus miles when I purchased the vehicle and according to the vehicle manual the service B should have been completed when the vehicle reached 20 thousand miles or 2 years whichever comes first. . Now I asked for the history of the vehicle and have not received it only to be told that it was certified. They finally agreed to do the service job only to do service A which is not was required at ********************************************* their possession. My salesman was ************** made him and his manager aware of my concerns no response but they would look into it. I decided to contact corporate office for their assistance and they went back and forth with the service department. The vehicle also has a problem with the passenger side locks I had to fight to have them repair at no cost to me. I asked about the vehicle warranty. Now Im concerned that if the vehicle was properly inspected before my purchase only to be told that the vehicle would not be on the show case floor. I also made ****** aware that the vehicle was not properly detailed inside the vehicle. I would like for the dealership to preform the service B inspection as stated by the manual at no cost to me. I purchased the vehicle when the years and mileage 3 years and approximately 33plus mileage this service should have been done. As I stated earlier I had this vehicle for less than a year and has only driven approximately 8 miles. I have never bought a vehicle and had to service it in less than a year. I have bought 2 (two) Mercedez Benz vehicle in the past this was a bad experience for me.

  Business Response

  Date: 07/24/2024

  Hello

  We are more then happy to recheck the service and perform a redetail of the vehicle.

  Please call our service manager **** on his cell ************

• 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.

  I gave him my car to check on a small problem and they gave it back to me officially fixed and then one hour later the car was totally not good. I bought it back and they said they will check on it and after that, they made it even worse, and then they deny on the whole Think and I have no car now they broke it

  Business Response

  Date: 07/22/2024

  To whom it may concern at the Better Business Bureau,
  This letter is to document the service history and issues encountered with a customer's vehicle here at **************************************************. The vehicle was brought in with the following concerns:
  First Visit: June 11 2024
  Issue: Check engine light was on.
  Diagnosis:
  Connected SDS and battery charger.
  Performed a short test and found fault code P049100 The airflow of the secondary air system (cylinder bank 1) is too low.
  Verified the air pump was not functioning correctly due to internal failure.
  Inspected the *** and found it faulty, which caused consequential damage to the air pump, leading to its premature failure.
  Repairs Performed:
  Disconnected harness connectors, removed the tensioner, supported the engine, and removed the side engine mount.
  Replaced and installed the air pump and *** assembly.
  Reassembled everything in reverse order.
  Test drove the vehicle.
  Outcome:
  Mileage in: ***** / Mileage out: 29191
  The vehicle drove fine with no issues, and no fault codes returned.
  The vehicle operated as designed. This repair was covered under the emissions warranty.
  Second Visit: July 1 2024
  Issue: Check engine light was on again, and the vehicle was riding rough. A transmission malfunction warning was displayed.
  Diagnosis:
  Performed a short test and confirmed fault code P195278 The specified position of component 'Clutch 1' cannot be reached. The adaptation or adjustment is incorrect.
  Checked clutch grip points and noticed both 1 & 2 were under the specified value.
  Noticed newer software available for the *** and performed the update, but the condition remained the same.
  Determined internal clutches inside  the transmission were completely worn out, causing erratic behavior. This is an internal failure of the transmission and it has nothing to do with the first repair.
  Recommendation: Transmission replacement recommended as the dual clutch is no longer available.
  Outcome:
  The vehicle is out of warranty as it is almost 8 years old.
  We here at Mercedes-Benz Manhattan concluded that the vehicle has two different concerns and two separate issues.
  Mercedes-Benz Manhattan is willing to perform the necessary repairs at a discounted rate if the customer chooses to proceed.
  We strive for customer satisfaction, but unfortunately, in this case, the vehicle is out of warranty. 
  Sincerely,
  ******************************* Fixed Operations Manager, Mercedes-Benz Manhattan

• Initial Complaint

  Date:02/22/2024

  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.

  Hi,i was at the mercedes for service in manhattan 11th ave.this was on june ********************************* the car.i made a complaint about a noise coming from the engine at cold start.at that time the noise was smaller.they said they chrcyhr car and thry found nothing,which i dont believe that.after few months that noise started it getting louder.and also my warranty was expired on October so since then ive been living with that noise every time i start the car.now i went back to the Mercedes on February 19 2024 and since then no updates yet,also they said maybe it was a different noise before.so my warranty its expired and nothing gets covered,even to diagnos the car was about 500$.

  Business Response

  Date: 02/22/2024

  Hello, The vehicle was at Mercedes-Benz Manhattan on June 2023. We did not find a noise in your vehicle. This Vehicle was also in on 10/03/2023 MILES ****** at Mercedes- Benz of *******, ********** *******, ** and on 10/17/2023 ****** Mercedes- Benz of ******* *******, ********** *******, **. (Post warranty) With no noise found at that dealership as well. This vehicle is also registered as a Taxi 

  Unfortunately the vehicle is out of the manufactures warranty and the customer will be responsible for any and all repairs.

   

  Customer Answer

  Date: 02/27/2024

  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,
  
  ***** *********
  
  I love the fact that they write it down that they did multipoint inspection,but they never do,especially at this time.if they said my car is out of warranty ,they wouldnt even get near my car.and in mercedes ************ i didnt go for engine problem,but i went for suspension problem which they fixed without even saying anything for taxi or for warranty.but in Mercedes benz in manhattan in june i made a complaint for a small noise,and now that noise its even louder.
  
   
  
  

• Initial Complaint

  Date:01/26/2024

  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.

  Engine and transmission was replaced in 2021 as per dealer. Engine keeps leaking oil since 2021 to 2023.November 2023 I found out through another Mercedes Benz dealership in ***********, ** that my engine and transmission was never replaced as stated on the invoice, now my car is back in Mercedes Benz Manhattan for Engine failure.

  Business Response

  Date: 02/19/2024

  Hello, We will be replacing **************** engine for her under her Mercedes-Benz extended warranty. 

  If you have any questions you can reach out to me at ************************** or ************

   

  Thank you!

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

• Initial Complaint

  Date:12/26/2023

  Type:Sales and Advertising 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 wheel and tire warranty for a certified pre-owned mercedes from this dealer. I was told, and the contract clearly states I am entitled to be reimbursed for the prorated balance if i cancelled the contract early with the exception of certain conditions (none of which apply in my case). I traded the car in and had remaining time on the contract. When I inquired about being reimbursed, I was told no, but no reason was given - just no. Clearly this is in violation of the contract terms and conditions as I am *********** the unused portion of the contract.

  Customer Answer

  Date: 01/24/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Mercedes-Benz Manhattan regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

  Business Response

  Date: 03/18/2024

  Dear *** **********

  We're sorry to hear your experience was less than5 stars. If you’re open to discussing your experience further, please send us a private message by visiting ************************** or give us a call a* *************

  Best,

   

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

  Lead Customer Experience Specialist

  Mercedes-Benz Manhattan

• Initial Complaint

  Date:12/11/2023

  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.

  We brought our car in for repairs. We were told it would cost *****. When we called the mechanic to find out timing , he told us oopsmade a mistake. It is actually $5,200 but if you dont have the repair , you are risking an accident at anytime without any warning. So, as senior citizens , we of course agreed. He then called us back and said , oops , another mistake actually going to cost $6, 200. The final bill for a car worth ***** $6, 500. We paid since there was no option. We thought if we did not , we were risking our lives. Adding insult to injury , we were told we would have the car back in a few days and it took 9 days. The breaks are so lose , we need to take it to our local mechanic. Absolute disaster for us. If you look at on line reviews at We have owned Mercedes for 30 plus years. This is by a factor the worst experience we have had with a dealership. I would have explained this to Mercedes had they bothered to return any of my calls. My view they saw senior citizens and gouged us using fear as a tactic.

  Business Response

  Date: 03/18/2024

  We're sorry to hear your experience was less than 5-Stars. If youre open to discussing your experience further, please send us a private message by visiting mbmanhattan.com/contact-us or give us a call at ************.

   

  Best,

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

  Lead Customer Experience Specialist

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

• Initial Complaint

  Date:10/12/2023

  Type:Order 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.

  When we bought our car, the salesperson deceived ** into signing up for "dent protection" and "tire insurance." and now I am running into issues when I request for refund.Regarding dent protection, the salesperson led us to believe that it would address any paint issues on our car. However, after a couple of months, we discovered that it did not cover paint-related problems. Consequently, I contacted Mercedes to cancel the policy and request a refund. I was assured that it had been canceled and that I would receive a refund. To my surprise, I recently learned that it was never canceled, and Mercedes claimed it had been used twice, once in June 2022 and again in January 2023. We had no knowledge that the contract was still active, and we never authorized its use ( it should have been canceled way before 6/2022. Mercedes refused to issue a refund, insisting that it had been used (without our authorization).As for tire protection, we encountered a similar issue. The salesperson assured us that it would cover all our tires for the next few years. However, when we had a flat tire and attempted to use the coverage, Mercedes denied the claim, citing an exception related to the tire's age. This exception was never mentioned when the salesperson convinced us to sign up for the contract, and it would have been a crucial factor in our decision. We only opted for this contract because we were under the impression that it would cover all our tires for several years. I would like to have this contract canceled, but Mercedes has only refunded a fraction ( not even half) of what I paid, even though it has only been used once, and this is the second year we have owned the car.

  Business Response

  Date: 03/18/2024

  ****************************,

  We regret to hear of your disappointment, but we do welcome your feedback and take it seriously. We appreciate the time you have taken to share your concerns and we would like to opportunity to speak with you to discuss further. Please reach out to us privately to provide us with your contact information at mbmanhattan.com/contact-us or call us directly at ************ to speak with one of our Managers.

   

  Best,

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

  Lead Customer Experience Specialist

  Mercedes-Benz Manhattan

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