ComplaintsforCrown Chrysler Jeep, & Eurocars - Mercedes Benz

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 21 Mercedes BEnz last year. It has been in teh shop every three months since the purchase date: water leak, water leak again - replaced water pump;, now it's water pump, head gasket, gas leaking tino spark plugs. I was working with *****, but he is gone. 

  I traded my car in, which ran perfectly well, for this car which is junk. I have asked for a replacement car. 

  Business response

  06/13/2024

  **************** stopped into the dealership last week and sat with the General manager, General sales manager and Service manager.

  **************** purchased this vehicle over a year ago and has driven over 20k miles. 

  The item that was covered by the manufacturer warranty at no cost to **************** was explained in detail.

  **************** wanted to explore getting a new car and we gave **************** a few options, of which none were going to work for ****************.

   

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September 2022 I purchased a used Alfa Romeo Stelvio Ti from the dealership. The car was presented with a clean carfax.

  After a few weeks I noticed that four body panels were off a slightly different shade than the rest of the vehicle. I contacted the dealership and asked them about it, I suspected an accident/crash. ******************** & General manager at the time waived this of as being transport damage. I had nothing to support my suspicions.

  Last year November I paid for a new carfax to see if there were any changes to the status of the vehicles damage. To no avail.

  It wasn't till late April 2024 that I found proof that the vehicle had and accident/crash prior to my purchase. Later I found another report that also mentioned the accident. The reports are from the *** and AutoCheck. The damage I see is on the passenger side of the vehicle. From front bumper, passenger fender, two doors on the passenger side and a headlight.

  Again I contacted the dealerships Executive VP/General Manager and again got waived of as maybe some cosmetic damage. By offering me the car with a clean carfax they were able to ask FULL price for the vehicle while they should have offered it to me for the diminished price.

  I now own a vehicle the on a trade I will lose money. I do not know what damage is done to the vehicle and am afraid I bought a lemon. Alfa Romeo parts are not cheap.

   

  Business response

  06/05/2024

  ************. As I stated in our previous email exchange, I researched your vehicle in our service system and have spoken with the technician that performed the 101-point inspection. There was nothing found on your vehicle that would lend itself to not selling the vehicle to you. It checked out, most importantly, for safety and qualified for our Crown Confidence Plan warranty. You are asking for $8000 on a vehicle you purchased and have driven for almost 2 years and still own and drive today. So, as of this date, there is no diminished value and I personally believe there will not be any in the future.

  When the time comes, I will be happy to appraise and purchase your vehicle for fair market value, given the condition of the car at that time and taking into consideration that the vehicle still has a Carfax report that does not show an accident.

  Customer response

  06/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21770860
  
  I am rejecting this response because: The issue is NOT that the car passed the 101 point safety inspection.
  The issue is that the car was sold to me with a clean carfax. Stating no collision or accident. I have two documents that state the car was in a collision/accident prior to my purchase.
  One of those a DMV history report. Conveniently that on the CarFax there was no mention of this. The CarFax is also what is shown to the buyer when purchasing or looking to purchase a vehicle.
  Up to today there is no mention of this accident on the Carfax.
  The vehicle was a leased vehicle up to the point where I bought it. Leased by Crown Alfa Romeo of Dublin.
  If the vehicle was in an accident it would return to the dealership since it is an Alfa Romeo. It would be hard to find OEM parts anywhere else.
  It would also be hard to find skilled mechanics to do the job and match the paint almost to perfection. And no one would benefit of the situation if they did so. Unless it was leased to someone working within the dealership.
  It is also strange that the car came back for many engine services right after the accident.
  All together you have broken the trust towards the buyer. You made me believe that the car was in perfect condition. Now I am finding out that there are discrepancies. Things that are going to cost me extra money,time and aggravation.

  As I stated before. Four panels on the vehicle have a different color. The bumper, fender and both passenger doors. The passenger side headlight is new. The doors on the passenger side stick out a little more in the top where they come together. The sunroof on the passenger side does not close all the way and may leak in the future. I have been pushing it down with my hand thus far. It also does not close smooth anymore. and those are just the things I can see.
  

  I stand with my previous request. I am losing money if I trade the vehicle for another vehicle. And right now that's a lot. 

  
  Regards,
  
  ***************

  Business response

  06/24/2024

  ************, we believe we sold you a good car that passed all safety and mechanical inspections, that does not warrant your claims for money on something that has not happened.

  Customer response

  07/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21770860
  
  I am rejecting this response because:

  Once again the real problem is unanswered. The vehicle was sold with a clean carfax although it had been in an accident/collision prior to my purchase.
  Therefore the vehicle should have been offered to the customer for less than was asked for. Diminished value because of an accident. That also goes for the costumer if he trades in a vehicle with prior damage, the costumer gets a diminished value for his vehicle because of the accident.
  I have two documents that state the vehicle has been in an accident/collision prior to my purchase. Conveniently left of the carfax but managed to get on two two other reports.
  I do not know what the severity of this accident was, since I do not know I assume the worst. 4 panels have been repainted, a headlight replaced. The passenger side doors do not line up perfectly and the sunroof on that same side does not close properly. I suspect a side impact.
  It is weird that the costumer has to fight so hard for what is right.
  I do expect a better answer then the ones that were given previously.
  The real issue is avoided every single time.
  
  
  Regards,
  
  ***************

  Business response

  07/08/2024

  Dear ************,
  
  In response to your concerns regarding the Carfax report for your vehicle. As previously mentioned, the Carfax report does not show any accidents involving your vehicle. At our dealership, we rely solely on the information provided by Carfax to determine the public notification of any accidents.
  
  I want to assure you that before we put any vehicle up for sale, it undergoes thorough safety inspections. During the inspection of your vehicle, our technician did not find any noticeable signs of body damage that would prevent us from offering a warranty on the car. We stand by the representation of the vehicle and believe it was in good condition when you purchased the vehicle.
  
  It is not uncommon for vehicles to have cosmetic repairs done prior to trade-in and retail sale. These repairs do not necessarily indicate a bad vehicle or reduce its value. Two years ago, ********************* also shared this information with you.
  
  If you would like, you are more than welcome to bring your vehicle back to the dealership for a re-appraisal. Regardless of whether or not you decide to purchase another vehicle from us, we are willing to offer you a fair price for your vehicle.
  
  Please let us know if you would like to schedule an appointment for an appraisal. We are here to assist you in any way we can.
  
  Thank you for your understanding.

  Customer response

  07/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21770860
  
  I am rejecting this response because:
  

  Thank you for your reply.
  I would like to say that you run a poor business if you solely depend on the carfax. I remember a time I traded it a vehicle and they pulled up a police report where my vehicle was in an accident That was not even a reputable dealership as yours.

  
  I was able to find another report which is included in this response. It contains the insurance claims filed for my vehicle. 
  It appears the vehicle that was sold to me has actually involved in two accidents. Combined the damage was almost $10,000. I wouldn't call that cosmetic damage.
  

  It is also very amazing that neither off those accidents are reported to carfax.
  I suspect possible fraudulent activity.
  

  I respect your offer for Re-evaluating my vehicle.
  My trust in your dealership is not very high and a re-evaluation will not change my opinion and definitely will not tell me that there was no damage done to the vehicle.

  The document speaks for itself.
  
  
  Regards,
  
  ***************

  Customer response

  07/27/2024

  *************** <**************************>
  Jul 23, 2024, 7:39 AM (4 days ago)
  to ********************************************************
  
  Good Morning,
  
  I am trying to find out where i stand in the above mentioned case?
  My last reply to the dealership was on 7-17-2024.
  I have not heard anything since from the dealership. 
  I don't know if they get  more time to answer the questions than me.
  
  I also would like to know how long I should let this drag on. 
  It seems the dealer site steps every additional complaint with the same argument. 
  Is there anything else can do to prove my case. 
  I have proven to them that the car has been in 2 accidents previous to my purchase. 
  They left it of the carfax on purpose. Diminished value.
  
  I would like to pursue this further.
  
  Thank you.
  
  ***************
  ****************
  **********, WV 

  Business response

  08/05/2024

  Per my last communication, I will be more than happy to appraise your vehicle to determine if there has been any loss of value to your car.

  Customer response

  08/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21770860
  
  I am rejecting this response because:
  

  The dealer is still denying that there has been anything wrong with the vehicle.
  I am not sure what else I can provide for them to acknowledge that they have sold me a vehicle that had damage prior to my purchase.
  I am amazed that nothing of this showed up on the carfax. There was an insurance claim. Insurance reports to ******. There should have been an adjuster report made for this.
  There is a process for this and it seems multiple parties have not followed the rules.
  The adjuster usually works for the insurance company but some repair shops have their own adjuster. Does Crown have their own adjuster that can tell the insurance what the damage was?
  I believe, that managers, are not always aware what happens on the work floor and in the sales department. It is almost impossible.
  I think there are little favors done between relatives, co-workers and friends to get them a good deal. Not thinking, or hoping that anyone will find out.
  But when it is shown you should take the costumer serious, at least try.
  I am not spending hours and hours looking at things to find out what you most likely know.
  But why tell. Honesty doesn't hurt anyone, actually it would or could most likely have me buy another vehicle at your dealership or get repairs done. Now there is not a hair on my head thinking about it.
  Mouth to mouth advertisement goes a long way to. Guess how positive mine will be?
  
  You have all the reports, maintenance, parts ordered, defects repaired, who worked on the car at what time. What they did and how long they worked on a vehicle.
  You know, should know. But I believe you shut your eyes for what happens at Crown stays at Crown.
  I do not believe this was cosmetic damage.
  
  I found that many body parts on vehicles have VIN numbers on them. Like the engine compartment, the hood, trunk, under the windshield (off course) and all doors on the vehicle.
  I found that three out of four doors have that VIN number but one does not. Guess which one?
  Yes the passenger side door. Wonder how many more I can find.
  
  See pictures.
  
  
  Regards,
  
  ***************

  Business response

  08/21/2024

  I am currently in discussions with ************, about providing him an appraisal on his car.

  Business response

  08/26/2024

  ***, per the conversation about the appraisal of your vehicle.

  ****** Blue Book- In very good condition they believe your vehicle is worth $12,536 as a trade in.

  Black Book Wholesale- They believe your vehicle is worth $12,800.

  Carfax- They believe your vehicle is worth $12,920 as a trade in.

  Keep in mind, these companies are professionals at what they do and how they appraise vehicles. They do hundreds to thousands of appraisals every day. As I said in our phone conversation, I would be very transparent in the valuation of your vehicle. Given the 3 professional companies listed above, and none of them listing their trade in values as your vehicle having been in an alleged accident, I am willing to pay you $13,120 for your vehicle, whether you trade your car in or just want to sell it to me. That is $580 higher that KBB trade in, $320 higher than Black Book and $200 higher than Carfax trade in. Based on what I am willing to write a check for, you can see clearly there is no diminished value of your vehicle.

  See attached for documentation.

  I look forward to your answer and resolve to the complaint.

  Customer response

  09/03/2024

  I noticed that the case is closed but the last email I had from Crown of Dublin was on 8-28-2024. I was in the understanding that I had another 7 days after the message on 8-28-2024.
  I am confused that there was no warning for this closure. The business itself once replied after ten business days and still got to come back with a reply. I on the other hand have no other option anymore.
  Is there hope that this case will be re-opened?

  I was not in agreement.

   

  Regards

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

  Customer response

  09/07/2024

  complaint number, 21770860,

   

  I reject the proposed amount that has been offered.
  This is nothing more then the current trade in value for my vehicle.
  
  The dealership sold me a damaged car in 2022. The car has been in two known accidents prior to my purchase. See insurance claims report from previous emails.
  You sold the vehicle for full price yet it should have been offered for a lower value due to damage.
  If I accept the offer given to me then you can sell the car again for $4000 profit. Making profit of the same damaged car twice.
  I would even dare to say that you'd sell it again with a clean carfax.
  

  My original request was $8000. That has not changed.
  The car had damage prior to my purchase. It has been kept off of the records on purpose.
  A dealership checks out every trade in or lease vehicle on damage or signs of repair.  That diminishes the value of the vehicle. I do not believe that the technical department missed 4 repainted panels and a new headlight or the *** missing on the door and likely other issues I have not found yet.
  I do not believe that the vehicle was fixed in less than two weeks after the last accident on 2-8-2022 and sold on 2-21-2022. I had to wait on a cooling hose once for six weeks from the dealership.
  
  You are a reputable dealership I though and I had hopes of a fair treatment, yet you could not provide that.
  Ad $8000 to the amount you wanted to give me as trade in value and we can talk. Total $22,000
  

  Regards

  *** ****
  
  

  Business response

  09/11/2024

  Our offer stands as a fair trade in number or outright purchase on your vehicle with no deduct for previous damage or repair.

  Rob, you have talked about diminished value when you go to trade in the vehicle or sell it, and I have demonstrated, with backup documentation, that I am willing to write you a check for the current value of the car and deduct nothing for previous repairs.

  Customer response

  09/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21770860
  
  I am rejecting this response because: 

  You seem to forget who deceived who!
  The car should have been offered for a diminished value when sold to me. The cars CarFax should also have had the accidents mentioned on the report.
  

  I do not think you should be rewarded twice for your deception of the costumer!
  There should be some accountability for YOUR actions!

  All things that have been hidden from the public have been done on purpose, to keep the cars value up. 
  Your department knew it at decided to SCAM the costumer, no remorse to sell a damaged vehicle. 

  You have not lifted one finger to make this easy or admit anything. I would almost say that you never left your office. 
  You leave your costumer hanging, though you know that your dealership has been involved in some shady business. 
  
  Therefore my request still stands.
  $ ****** And you get the vehicle.
  Or
  $ ***** and I keep the vehicle.
  
  Your choice.
  
  *** ****
  
  

   

  
  Regards,
  
  *** ****

  Business response

  09/16/2024

  Mr. ****, we did not scam you nor did we deceive you. The vehicle was fully inspected and was certified as a good, reliable, safe vehicle, that was given our Crown **************** limited warranty. We will still purchase your car for the fair market value, should you choose.

  We also do not control what Carfax shows or what is reported to ******. For complaints about ******, please contact them directly.

  Customer response

  09/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21770860
  
  I am rejecting this response because:
  You have not showed anything that proves you had no knowledge of this.

  It surprises me that someone can trade of a vehicle with visible damage done to the entire left side, headlight and bumper.
  Replaced a door, replaced a headlight and replaced a bumper.
  Comes to your dealership and no any flags are raised. Telling me that your appraisers did not notice anything wrong or suspicious with the vehicle. Your appraisers are not that incompetent?
  But the carfax shows nothing so that must be real. You can't commit fraud on the carfax! I believe I have proven already that you can commit fraud on a carfax.  Crazy enough the carfax can even be altered by a dealership. There never was cosmetic damage to the car. Your initial nonsense statement. There was real damage and you decided to make your costumer pay for it.
  Everything about this deal is very suspicious.
  Why leave accidents off the carfax if it does not depreciate the value? Why was the insurance claim not on the carfax? Why was the repair not on the carfax? Where is the police report? Who was the adjuster?
  Why this much trouble if it doesn't matter on the final value on trade in or sale?
  
  The warranty you give, on the initial purchase, is for drive train and engine. It doesn't include mechanical, structural, rust or electrical problems.
  Is the frame warped? Is the wiring harness damaged? Are there metal parts exposed to the outside world? Has the repair done professionally?
  Your 101 inspection doesn't mean a thing. Those where done by the same dealership who sold me this car. My trust in them is very low not to say zero, just as trustworthy as a carfax.

  
  Regards,
  
  *** ****

  Business response

  09/26/2024

  Mr. ***** our offer to buy your vehicle at the fair market value with no deductions for damage, which we have demonstrated and supplied documentation for, still stands.

  Customer response

  09/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21770860
  
  I am rejecting this response because: 

  Mr. *******. My request for $8000.00  still stands firm. The dealership took my money, more then they should have, on a damaged vehicle. I will not let you make profit twice on the same vehicle plus have another costumer by a "lemon".
  Once again. You knew the vehicle had damage! Sold it with a clean carfax. Did not care about the buyers finances or future problems.  And lastly claim you never knew there was damage to the vehicle. 
  I am not convinced. 
  
  Regards,
  
  *** ****

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2018 Toyota RAV4 Hybrid was purchased at dealership in January 2023 with a Carfax report that did not display any damage and was accident free. Value placed on vehicle including this information. In January 2024, went to sell vehicle and there’s reported damaged on Carfax that took place 7 months prior to ownership. Had vehicle inspected, left side of vehicle is missing factory stripes, while right side has them still present which is a strong indication of an accident and visible to the dealership (displayed in attached photos which were taken by dealership at the time of sale). Vehicles value is depreciated due to this information and was sold higher than what it was worth.

  Business response

  01/19/2024

  I have attached a copy of the Carfax that was available at time of purchase. We asked that you sign it to avoid these potential issues in the future. We inspect every vehicle before selling it. Your vehicle passed inspection. 

  Customer response

  01/20/2024

  
  
  Complaint: 21162066
  
  I am rejecting this response because In Ohio, auto dealers are not permitted to use unfair, deceptive or unconscionable practices in connection with the sale of an automobile. It, therefore, goes without saying that dealers cannot make misrepresentations to their customers about the condition of their vehicles when attempting to make a sale.  As part of this obligation, dealers are required to affirmatively disclose prior vehicle damage and/or repairs to customers during the sales process. 
  

  While a Carfax was provided at the time of purchase, that is not the cause of the dispute. Carfax pulls from several databases and continues to retain additional resources to acquire updated vehicle history. Meaning, new information can be added at any time. 
  

  The dispute at hand is that the dealership was aware of previous damage/accident and marketed and sold the vehicle as “accident free” which increased its value and profit of sale for said dealership (please see photos which were taken by dealership and shows missing decals which strongly indicates that vehicle was in accident). 
  

  Any other obvious defects in a vehicle must be disclosed at the time of sale. See, e.g., ****** ** ***** ******* ***** * ****** ******* **** **** ********* **** *** * ****** ****** *** ****). This dealership knowingly sold a vehicle with damage at a higher price than what the vehicle was worth. Resulting in the buyer (myself) having a vehicle with significantly decreased value on vehicle purchased and difficulty selling vehicle due to its vehicle history.

  I request that you compensate me for the incurred losses resulting from this discrepancy. Alternatively, I am open to discussing a vehicle buyback at its retail value of $22,500.

  I appreciate your prompt attention to this matter. 
  
  ******** *********

• Initial Complaint

  07/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am reaching out to you in regards to a no communications complaint. Specifically, I have been trying to call someone in Finance at the dealership because I bought a new car and still had a warranty on the car I traded in. The seller, Ricart Kia advised that I reach out after 3 weeks to get status of refund at Crown. I have reached out 3 times to ***** ********, all voicemails, to no avail. Even when the receptionist says he is right there... All I would like is 1) An acknowledgement of my phone calls 2) The status of my refund from my unused warranty. Dealerships have no problem taking our money in a split second, but when they owe us something, it is a whole different story and I'm done with this one. Can you help? Thank you.

  Business response

  07/19/2023

  We apologize for the delay. We sold the Kia dealership a few years ago and it was more difficult to do a cancellation on a franchise we no longer own. We did send a check to Capital One Auto Finance for the cancellation funds. Since there was still a payoff/lien listed on the vehicle we are obligated to send any refund checks to the lien holder. See attachment for proof of check.

  Customer response

  07/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** ******

• Initial Complaint

  12/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 C300 AMG with 10k miles in May of 2022. In July 2022 I paid the dealership $700 to install the illuminated star. One month later my car would not start. It wouldn’t even power on. I had it towed to the dealership and it took them one month to tell me the issue with my car and another month to fix. I received my car back in October 2022. In total it cost close to $4000 (covered by warranty) but this is a 2020! After they fixed this issue I noticed there is now an issue with my front driver window. That issue did not exist prior to me taking the car to be fixed by this dealership. Additionally, when I’ve attempted to receive education about my vehicle, the services needed, and my rights as an owner I’ve been given the run around by my service advisor. At this point my vehicle B service is due but I’m not comfortable having my vehicle serviced by them as they seem to do More harm than good. I’ve also experienced terrible service at the other Mercedes dealership in Columbus and do not trust them with my vehicle. My belief is that they are demonstrating these behaviors in an attempt to void my preowned service requirements. At this point I’m contemplating either driving my vehicle out of town to receive service or trading it in for another car which will not be a Mercedes. I’ve contacted Mercedes Benz corporate and filed a complaint in August. I’ve called them 20 times and I can provide dates. It is now December and no one has called me back from Corporate.

  Business response

  12/27/2022

  This is a first - a customer believes that we and potentially other dealerships are attempting to ensure he loses his warranty?  We did a warranty repair soon after he purchased the vehicle - we did not sabotage his Mercedes.  Apparently he is attempting to speak with MBUSA as he's called 20 times - his desired outcome is for the business to contact him - again, from what I've read this would be Mercedes-Benz - not Crown as he does not trust us - that we cause more "Harm than Good".  We can certainly perform a B service without again, sabotaging his C300.

  Customer response

  12/28/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18605953
  
  I am rejecting this response because is not a response. Its their opinion. What happened to my car is documented. 

  
  Regards,
  
  ******* *****

  Business response

  12/29/2022

  The consumer's reaction is odd - That we only offered an opinion?  Within the consumer's initial complaint, he Tells a story where we sold him the 2020 Mercedes C lass AMG and that shortly afterward, we installed the illuminating front "star" option.  Ever since, every time the vehicle suffers a malfunction, he blames Crown as every event subsequent did happen after we worked on the vehicle.  In his initial complaint he describes that he has relentlessly attempted to contact MBUSA - That he attempted to call coprorate 20 plus times but without luck.   He also states his desired outcome is to recive a returned call from corporate.  The number is 1-800 4 MERCEDES 

   

  Again, we can ceratianly set an appointment for his minor service.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We purchased a 2015 Chevy Colorado with 45,222 miles on 7/9/19. This truck was purchased used with a lift and larger tires. During purchase the dealership sold us extra insurance (Z2 Vehicle service Contract - CNA contract #********). The rear differential assembly has gone bad. We now have the truck at a local dealership (Germain - Sidney,OH). CNA denied coverage due to ‘aftermarket’ lift. We contacted CNA and were told there was nothing they could do even though we paid $3,000 for the additional coverage at purchase. They advised we call the purchase dealership and ask to cancel the contract and we should be retro paid. We have contacted the dealership via phone multiple times over 3 weeks and have not received any calls back. We were sold insurance that was void at the sale as we have not made any modifications since purchase.

  Business response

  09/07/2022

  Our customer is correct - reviewing the paperwork, we can see that our finance manager at the time did not check a box on the extended warranty contract that would of covered a vehicle with a lift kit - apparently he did not know about the lift kit - we certainly apologize...we are refunding the customer the entire price of the warranty, not a prorated amount.

  Customer response

  09/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** *****

• Initial Complaint

  06/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Jeep Case ID: #******** Opened Thursday, 6/14/2022 September 2020: customer ordered a Jeep Wrangler Rubicon ($60K) + extra warranty package 20K mileage (under manufacturer warranty) Monday, 6/13/2022: During a drive, the Stop/Start warning light went off followed by the ESC warning light. My Jeep kicked me out of cruise control and I was unable to accelerate. I was forced to pull off to the side of the highway. I called the Crown Customer Care for towing service. I never received a call back after communicating with two reps that were supposed to be working on dispatching a tow truck to me. I was stranded for three hours before a tow truck was sent to be. I was forced to utilize Geico and pay out of pocket for towing to Crown Dealership in Dublin, Ohio. Tuesday, 6/13/2022 - Thursday 6/16/2022: Crown Service had the Jeep and was working to diagnose the issue. The issue was never diagnosed but after normal maintenance services performed and a recall service, the Jeep started to run properly. It was then returned to me and within 5 miles of leaving the dealership, the same issues occurred (stop/start + ECS dash lights). I then dropped the Jeep back off at Crown was told Crown would be opening a claim with Jeep, which they never did. I called Jeep and had to open a claim/case myself. Thursday, 6/23/2022: no diagnosis. Jeep + Crown have NOT contacted me. No progress has been made without my persistence of calling. I relocate out of state on Monday, 6/27. A loaner will not be provided to me, no CROWN technician has looked at my vehicle to resolve the issue since 6/16, and Jeep has done nothing to work towards a resolution. This is the fourth vehicle I have purchased from CROWN. In addition to a referral, Crown has sold 5 vehicles including my custom $60K Jeep. I would expect better service in return for my loyalty. I am willing to trade in however, I am being told I have to pay more. I am asking for a fair credit towards a new vehicle with Crown (like for like).

  Business response

  06/23/2022

  There are a few inaccuracies within the description of the events - that Jeep is under full factory warranty which should cover all the expenses...- there is not a Crown Roadaside Assistance number -  Jeep, along with  the other manufacturer's we represent have a national customer Care / roadside assistance call line which the customer apparently called.  I am told that the customer has just traded the vehicle in for two new vehicles that he is picking up Saturday.  We certainly apologize for the disruption / inconveniences the customer endured and wish him the best with the two new vehicles - both Jeeps that he purchased.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I have used this dealership for all service related issues. I have been very disappointed. The first issue is lack of rental cars. Second was they told me my tires were in good condition and had me pay for a rotation. About 2 weeks one tire went flat I took it into tire store and they told me the tires were unsafe to be driving on. I did take to another store and they agreed. This was a safety issue. Also they charged me inappropriately for rotation. Third was my brakes suddenly went out my car had to be towed. I paid for repair. That part one month later was recalled. They will not reimburse me for the safety issue I had to urgently pay for. Because of all these issues we got rid of the car for minimal trade in as I did not feel safe. Mercedes gave poor customer service and offers zero refunds while putting my families safety at risk.

  Business response

  06/09/2022

  The consumer first cites that our dealership does not have enough "rental cars"  We actually have a $3.5M fleet of 53 new Mercedes-Benz  'loaner' vehicles.  Unfortunately in this case, these loaner vehicles are scheduled / reserved in advance.  In an emergency, we happen to have an Enterprise Rental Car agency across the street in case of an emergency.  We also will not provide a loaner if we can complete a service, in this case a simple tire rotation in about 30 minutes or less. - we ask that they wait in our customer lounge.  According to our technicians'  records, the tire tread depth on this 2011 Mercedes M Class was at about 50%, with plenty of tread depth remaining to safely drive many more miles.  It is not surprising that an independant tire store will recommend new tires at 50% tire depth.  Regardless of tire tread depth, a tire can still go flat if it encounters a nail, screw, deep pot hole etc.  There is a safety recall on the brakes that was just announced by Mercedes-Benz A.G. on 2006-2012 particular models which include this 2011 M Class.  Neither the manufacturer or Mercedes-Benz dealer body is offering reimbursement for safety anxiety although the recall repair is going to be completely taken care of even though these vehicles are in most cases ten years or more out of warranty.

  Customer response

  06/10/2022

  I am rejecting this response because: I had my car in your dealership about 5 times within a 3 month period. I was only given a rental car one time. I had made multiple complaints and stated that I needed a car multiple times. I was never given the option for enterprise or I would have gladly taken that. I often had to call to check on the status of the car instead of getting updates. 

  the tires were over 6 years old, and did not have tread per my review and 2 other tire companies. 
  

  the brakes were inspected by you and the next day went out. It is the issue stated in the recall. 
  

  Business response

  06/14/2022

  We do not care who takes one of our loaner vehicles - when available.  Our service team would rather give out a loaner vehicle than tell someone we do not have one.  Our technicians measure a tire's tread depth to determine if a tire needs replacement - in this case, the tires were  at 50% wear....I apologize if this was not explained properly.  The Brake recall happens top be the largest 'Stop Drive" recall in U.S history with 293,000 affected vehicles - all the vehicles are  between 10 and 16 years old - this is due to possible corrosion intrusion into the power brake booster components.  Only in an emergency situation do we call Enterprise Rental Car to replace a loaner vehicle, nothing we did was time consuming so was not deemed an emergency ( we did a tire rotation).  At no point do we believe the customer's vehicle was unsafe to drive - the tires were at 8/32ths of tread depth.

   

  Customer response

  06/14/2022

  I am rejecting this response because: again, your story has changed about loaners. We were in your dealership multiple times for the same issue as well took us 3 parts and thousands of dollars to fix a simple sensor. Overall I felt you had very bad business practices and would never return. 
  

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have leased "Mercedes Benz GLE 350 2021 model" from Crown Eurocars- Mercedes - 6500 Perimeter Loop Rd, Dublin, OH 43017 on Feb 28th'2021. I bought all the protection plans that are offered to me including the spill protection. I have been paying $1090 monthly installment for a 3 yr lease. Last servicing - Nov 20th '2021 that included detailing of the car too. Problem: On Jan 9th me and my family ( wife + 2 kids) were travelling back to Columbus from Pittsburgh. It was around 7 PM we crossed Zanesville, OH and suddenly the digital dashboard of the car went blank. We restarted the car, but it did not help. Heater in the car stopped working. gps/radio and anything controlled on the dashboard was not working. We tried to manually turn on the heater, but we smelled something burning. Called the Mercedes helpline through the car, even after one hour there was no response. my kids were scared, as it was dark inside the car, heaters not working and it was smelling something burning, As the car seat heaters were working, we thought we would drive another 45 miles to reach home. Next day I called Crown Mercedes dealer and did a video call with the service agent, who wanted me to try couple of options to reset the digital dashboard but it did not work. Finally they wanted me to drop off the car at the service center and I did. No loner car was offered as they were out of them. They rejected to reimburse rental car in the mean time. 4 days later I get a call saying that the circuit board which was under the driver's seat controls the dashbord and it was short circuited due to water spill in the rear seat of the car. And to repair it I have to pay $6000. I need BBB help to settle this case for me. 1. Its a leased car with full warranty and protection and I do not want to pay $6000 2. My kids are scared to drive in the Benz car and I do not want to continue with lease. 3. I need compensation for the last 3 weeks for not providing a lonar car.

  Business response

  01/28/2022

  We do empathize with the customer's issues and would be open top paying the insurance deductible if he makes a claim through his insurance company - again, we've had this issue in the past where the customer did get his insurance to pay for the repair.  We certainly do not know why the Mercedes-Benz engineers designed a vehicle where a spilled water bottle in the back seat can short circuit a control module that controls so many systems.  We just recently received a service "bulletin" from MBUSA detailing this exact scenario and have passed this along to our sales department to explain this to customers.  In this situation, we do not believe oily a couple drops of liquid was what caused the "short".  We are working on the numbers to see if we can trade the customer into a new vehicle and will reach out with the details.  

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I prepaid 3 maintenance services for my ML 350. However, I did not do the 3rd service due to COVID and a family emergency that I had to travel internationally. After I was back from international trip and scheduled the maintenance service, I was told the prepayment had expired. No one told me this payment would be expired. So I called Mercedes and explained what happened. However, Mercedes customer service person **** from GA was not reasonable and refused to reinstate the credit. I asked if I could talk to his supervisor and the responses was himself was the top one and any complains would go to him anyway. Sounds like he does not care customer satisfaction at all. For my service, I had to pay over $2900 which should have been covered by my prepaid maintenance. So I am asking to evaluate this case and re-instate my prepaid credit for the maintenance service. I can provide all the supporting to show the COVID and family emergency that I had which caused the delay of the service.

  Business response

  10/25/2021

  ***** **** ****** *********************** ***** **** *** *** **** ** ***** ** ******** *** *** ********* ** ******** ** ************ ** ********** *** ************************************* *************************************** *** ***** ******* ************************* **** ******** ************************* **** ******* *** *  
  
  In regards to the BBB complaint ID ********, below is an email sent to the complainant ********* subsequent to her speaking with ***** from Mercedes-Benz USA  ( MBUSA) whom she was referring to in her complaint.  This customer purchased a pre-paid maintenance package on a 2014 ML Mercedes-Benz – how this works is that MBUSA allows a discounted price for future maintenance costs under specific mileage and timing parameters – in this case, three years / three services…when the customer goes to a dealer, the repair order is processed as a warranty claim.  The vehicle came in three months after the “warranty” expired which is why the maintenance claim was not approved by MBUSA – within her complaint she cites that she was charged over $2900 which is accurate although the actual ‘maintenance’ portion was only a fraction of this ($450) – the vehicle with now 96,000 miles on the odometer had a major oil leak from the ‘timing cover seals’  which by itself was $1800 in cost plus she purchased an alignment, tire rotation and other ancillary items outside of the actual maintenance. This is itemized on the paperwork she signed and received copies of.    You will see below in the email from ***** with MBUSA that the customer was given a $200 service credit which reimburses about 45% of the premium for this one maintenance – at least it appears that this communication is very courteous and professional considering the complaint was mostly in regards to how she was treated by the customer assistance center..
  
   
  
   
  **** **** ******
  
  It was a pleasure speaking with you earlier.
  
  In appreciation of your loyalty to our brand Mercedes-Benz USA would like to provide you a service credit of $200. This credit is redeemable towards the purchase of future service and/or accessories at any authorized Mercedes-Benz dealership nationwide. 
  
  At the time of redemption, simply provide a copy of this email to your dealer service representative before repairs are completed. They can contact me directly in order to apply this credit towards your service. Should I be unavailable for any reason, simply contact our Customer Assistance Center at ************** and ask to speak with any available Executive Referral Manager.
  
  I am typically in the office Monday through Friday from 10:00 AM until 6:00 PM Eastern time. The Mercedes-Benz Customer Assistance Center is closed on weekends and most major holidays.
  
  Best wishes for a safe and unsurpassed driving experience.
  
  ******** ***** ************* **** *** ***** ******** ***** *****         ****    
  
   
  
   

  Customer response

  11/11/2021

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

   

  ** *****

  Thank you for sending over. 

  
  

  Firstly, thank you for the explanations from the business. Now I understand the special repair of the tank leak which costs $1800 does not include in the regular maintenance. The rest is approx. $1100 after the $200 credits. $1300 before the credits for the maintenance.

  
  

  Secondly, I have been using Mercedes’ prepaid service for many years, the alignment and tire rotation has always been included in the prepaid maintenance. If my prepaid credits were not expired, I would use that and not need to pay the $1100 (after the $200 credits) for that. So I am asking for the adjustments for the $1100.

  
  

  Thirdly, my family has been using Mercedes for many years. Both my husband and I bought cars from this dealer. Certainly we as end customer do not have bargaining power with Mercedes, which is why they just let my prepaid credits expired(and never tell us they would expire) and compensate a small portion ($200 compare to $1300) for that. So we rely heavily on the dealer business to help get the thing right. As you see my car is old and I am thinking of getting a new one now. Certainly service is one of the key considerations. As a long term customer, I would hate to cross Mercedes out just because of this. So really hope we could resolve this matter.

  
  

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

  Business response

  11/22/2021

  Something that is relevent is that the paperwork for prepaid maintenance thru Mercedes-Benz does detail the parameters as far as time and miles - when the vehicle was in, we provided a few items that prepaid maintenance would not of coverred - we performed a front and rear differential service, a transfer case service and a fuel system service  - this all adds up to approximately $700.  Due to the miscommuniction - we will offer the customer a $1000 credit towards either a new or proowned vehicle purchase.

  Customer response

  12/10/2021

  
  
  Complaint: 16016215
  
  I am rejecting this response because: 

   

  Thank you for offering the credits. Can you please give this $1000 credits to my next maintenance?

  Thanks!

  ******* 

   

  
  
  Regards,
  
  ******* *****

*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. ↩