ComplaintsforMercedes-Benz of Rochester

• Initial Complaint

  05/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 15, i purchased a mercedes benz from mercedes benz of Rochester , 4296 west Henrietta rd. I make a down payment and the sales representative said i need insurance before i get the car. I went with the insurance on may 16 and he refused to give me the car. On may 16, i got a notification that someone unlocked the car doors and i locked the doors and the person unlocked the door again. The 4 rims from the car was changed and the mileage increase to 72 and I paid for 11 mileage. I received 2 keys with 2 keys rings and one of the key ring was old and damaged. I text the sales representative and he make an unremarkable remark that it us good i didnt pay for the keys rings. Before i sign the contract, i told him i want to inspect the car and he refuses and discriminate me that all jamaicans loves when things are sparking clean and in order. I told them that i want back my money which they refuse to. I ask the sales rep. Who was driving my car and he said maybe is someone test driving it or maybe it is the service man.

  Business response

  05/30/2024

  ******* ***** purchased a new 2024 GLA250 from us on May 17th, 2024. At the time of physical delivery, there was imminent rain and ******* asked to make things quick so she could get home. She returned to the dealership the next morning and complained about some items, such as a Mercedes of Rochester key chain that was worn and her mileage on the paperwork stated 11 miles and the mileage was 71 on the odometer.  She was also getting some advice from a friend that had purchased a Mercedes years ago and they were comparing options and accessories. I explained that it’s difficult to compare different year vehicles, models and accessories but agreed to give her some additional items out of sheer customer satisfaction for her frustration.  I gave her 1. All Season Floor Mats 2. First Service Free 3. First Aid Kit 4. $100 Cash 5. Jack Assembly (Even though her car has run flat tires as standard equipment) 6. New Wheel and Tire. I explained the vehicle was driven for our standard pre-delivery inspection, NYS Inspection, gas and cleaned for delivery.  We apologized for any inconvenience and had a product specialist review the car with her because she left so quickly the day before.Another concern ******* had was she felt the wheels on her car were different than the standard equipment. We showed her the window sticker and other cars on the lot that were identical to hers. She is looking at stock photos on the website that show a black car with black wheels. It’s a computer-generated picture and has the same look for all GLA models. ******* did see the vehicle prior to taking delivery and was aware of the wheels that were on the car. We have accommodated ******* with all the above items as a sign of our customer commitment.  

  Business response

  06/11/2024

  Per the mileage on the vehicle, the General Manager explained to Ms. ***** that the vehicle was driven for our standard pre-delivery inspection, New York State Inspection, to fill up the tank with gas and to the detail shop to clean the vehicle for delivery.

  Customer response

  06/11/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. er.] Regards, ******* ***** As i said before i paid for 11 mileage  and it is a brand new car and if i did have insurance my car will be given to me the same day and the sales representative guy drove my car and accumulated 61 mileage,  i am not stupid, i was robbed and scammed and discriminated.  They are telling me about service  man drove my car, that is a lie. They constantly making up things about the car because they think i am stupid but i am not. Even the accessories are taken from the car and he even give me a old key ring and have the nerve to tell me that i didn't paid for the key ring. He also told me that i should  go home the Wednesday when i make my downpayment and come back on the next day to know if my loan is approved and i told him hell no. The only thing the sales rep James was in interesting  in was my money and that it. I SHOULD NEVER SIGN THAT CONTRACT BECAUSE I SEE MANY REF FLAGS.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was sent to the Mercedes Benz of Rochester in September of 2021 for the second time. After going back and forth between emails and texts soon after, they stopped responding to me. They had my vehicle since September of 2021 to March of 2023. They said please let us know if something goes wrong and we’ll get it fixed because of how long they had it. On the drive home the day I got it a code popped up. I texted my new rep at the dealership. He said to keep him in the loop. The code did not go away. I tried texting and calling but no response. I tried till May of 2023. The vehicle is still not fixed and they had the vehicle for almost two years without fixing anything. The amount of time and money of mine that they have wasted is unbelievable. There are new problems with it that weren’t there before I took it in. Now it is at the Syracuse dealership, but the Rochester dealership is refusing to pay for the problems that they supposedly fixed. They led me to believe that it was almost done for almost two years. All of my plans and opportunities that I declined because I didn’t have my vehicle are devastating to my financial and mental health. All I would like is my vehicle to be repaired. Repaired in a timely manner has already flown out of the window. My rep at Mercedes of Syracuse is Melanie. I asked her if the problems that I’m having now should have already been found and fixed if the Rochester location had done its job properly like they said they did. Her reply was yes, if they had throughly inspected it and fixed it. I should not be having these issues. Now I’m waiting and wondering again when my vehicle will be done but unfortunately this time I don’t have the financial means to pay for everything that I already thought I paid for when I received the vehicle back. I would like Mercedes to pay for the remaining repairs.

  Business response

  08/08/2023

  Due to the extensive nature of warranty repairs performed on this vehicle, West Herr has already contributed over $4000 to cover unrelated repairs to this vehicle as a courtesy. (Including fuel system repairs, transmission fluid service, and replacing a leaking oil filter housing.) Although the roof mounted antenna allowing water into the vehicle, and the broken window switch are not at all related to the work done at our facility, we have agreed to cover the expense to repair as a one-time goodwill gesture to ****** *********. Mercedes-Benz of Syracuse finds no other issues with the vehicle at this time. We would then resolve ourselves of any future liability regarding this vehicle, unless it pertains directly to work performed by Mercedes-Benz of Rochester. 

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I never write reviews but I’ve had it with this dealership. They have had my van for a whole year while working on it. I know it sounds ridiculous, but from last October to this October and they still have it. The first time they had it till March when I was supposed to pick it up. I went to pick it up and as soon as I hit the highway it started behaving funny. So I turned around and took it back. When asked what kind of tests they had run to see what was wrong with it. They said they never took it on the highway. They never brought it up to the speed that I said it was having issues in. I am from out of state. The representative told me they were prioritizing out of state vehicles. I asked them if they had looked at my plates. It’s from a different state. They also were temporary plates which have now expired. I’m going to have to deal with that. After a certain point that representative stopped responding to my messages. Also the first time around I wasn’t even offered a loaner, which would have made my life so much easier. The second time they were kind enough to give me something I could go home in. Probably the steam coming out of my ears indicated that I wasn’t happy. Now this new representative that I’ve been speaking with has stopped giving me updates. I’m beyond furious and frustrated. I thought a brand like Mercedes would have better customer service and support. When you imagine a supposed luxury brand, running around in circles while not getting the job done is not what comes to mind. I would just like the van fixed or have it transferred to another dealership so they can fix it. Or at least someone respond to my emails. What is the bare minimum these days? Because they are not even meeting that standard. Extremely frustrated and disappointed!!!

  Business response

  10/21/2022

  Our Service Manager has been in contact with the customer, the van is done. We covered costs of repairs totaling almost $1000.00 dollars. We had drivability issues with a 178k miles sprinter that we have been chasing for quite some time. We are all done with it. The customer currently cannot pick the vehicle up and will be picking up sometime next week. We are also covering the costs of getting a temporary tag for her to drive to Texas with the vehicle. 

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since summer of 2017 my 1995 Mercedes Benz S500 has been with the Service Department at Mercedes Benz of Rochester. Today after making inquiries, over now almost 5 years, I'm being told that the technician has passed away and that I should send my vehicle to an outside shop. To date I've spent approximately $10k and haven't been able to get the problem(s) with the vehicle fixed in what anyone would consider a reasonable amount of time. The latest attempt in May of '21 required my son-in-law to send the dealership a used part costing $300. The Service Manager told my son-in-law he would reimburse him but there dealership has not done so. I'm currently at my wits end with this organization and all I'm left with is a car that is unusable and has more problems from neglect over the course of time while sitting idle on the dealer's lot. Any support to come to an equitable resolution would be greatly appreciated.

  Business response

  02/07/2022

  We have had several conversations with Mr. ******** and will be setting up a meeting for him to meet with the Service Director and the Service Manager to discuss a resolution of his concerns. 

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