We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Imported Car Dealers

Mercedes-Benz of West Chester
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/13/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 November 30, 2024 I brought my Mercedes Benz in for service for a rattling and shaking noise. After about a week I was told the car was ready. The mechanic and I test drove the car and the noise was still there, He said to give it time for the new parts would have to adjust. I was given a list of things that the car needed. A week later the noise was still there. I called Brian and he said to make an appointment and he will have a rental for me. I asked him to send a copy of what he had done on the car and the list he had shown me of things I will need in the future. After weeks of calls I drove to West Chester and got the receipt and list. From what he said he was exploring what could be the cause a total of 2618.33 of exploring possibility? Then he gave me list of items that the car needed done. Days later the noise became louder, I called to make another appointment After contemplating I took it to a different dealer. He put on new struts and a new alternator. Also advise I needed to have a wheel alignment. (Honest and knowledgeable person. If the struts, alternator and wheel balance was the issue, why did Mercedes not replace the struts, etc.? Looking at the receipt (enclosed) it appears whatever Brian did is not on the receipt just a bill. I am requesting my full refund for service that is unknown. Whatever he did was not the issue. As a woman I feel I have been taken advantage of. Please respond ****** ********* ********** *************************

    Business Response

    Date: 03/26/2025

    BBB,

    We have spoken to ****** ********** and the issue has been resolved. This was a communication error on our end explaining work performed. 

    Also, we committed to performing and Alignment at no cost when she is ready for tires. 

    Brian

  • Initial Complaint

    Date:02/27/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Report Mileage Fraud. I leased a car from this place and signed the contract saying the initial meter reading is 8092. However, when I received the car on 1/26, the meter reading was 8778, so 686 miles higher than what it was supposed to be.  My contract is 7500 mile/year, and if I drive more than 15000 in two years, I will be charged $0.25/mile, so 686 miles means I will need to pay $171.50 for the miles that are not driven by me. I reached out to ***** he passed this to his finance manager- Michael C***** I keep following up with them, but continue to get ignored. Last week, Michael C**** told me he will only pay me $30, or will increase my lease fee if I want to fix this issue. I am not satisfied with this, so I emailed him, then I got threatened by Michael C**** saying: Take the $30, or they will take my car back. I was shocked! So why do I need to pay extra for 686 miles that are not driven by me and the trouble that was not caused by me? And why can they raise their customer signed contract month fee by whatever they want after they find dealership made mistake?---And customer has to take it otherwise they will take the car back? This is insane....

    Business Response

    Date: 02/29/2024

    Hello

    We've called and emailed the customer. no response. We've also sent a check in the amount of $171.50 for the difference. 

     

    Thank you

    Belinda G******

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

    **** ********** ** 

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

    Business Response

    Date: 02/29/2024

    we have emailed and called the customer. We've also send a check in the amount of $ 171.50

     

    Thank you

    Belinda G******

    General manager 

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

  • Initial Complaint

    Date:12/16/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    August 8, 2023 I brought my new Mercedes Benz Vehicle from the sister dealership to West Chester of MB. There were three Warranty issues all required the tech at the dealership to work inside the vehicle. When we picked up the vehicle we saw that the dark wood center console had been scratched by the dealership tech. I talked with the Service Mgr and sent him photos of the console damage and he texted me and told me he would replace the damaged part no charge and the part had been ordered. I have followed up with the Service Mgr three times and each time over the last five months the Service Mgr has texted me back that the part is back ordered, though I have checked with other MB Dealership's and found the part is available.

    Business Response

    Date: 12/18/2023

    To Whom it may concern,

    We own the damage to **** ********* car 100%. 

    However, we are not seeing that part available until 1/1/24 at the earliest. I have attached the latest response from Mercedes-Benz. 

    If another dealer has this part, I would be surprised since it is not a common part to keep in stock, but it could be possible. We do not stock this part. 

    Our goal is to make this right and we will follow up once the part is received. 

    Brian H******

    Customer Answer

    Date: 12/18/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********.  I find it interesting that the Dealership responded that the part will be available exactly on 1/1/24, which is only two weeks away.  Sounds like they decided to get this part ordered finally after 5 months of delays.

     

    I am okay with accepting the dealership's response, but reserve the right to file a new complaint if the dealership does not perform the repair as stated in their Reply.  

    Regards,

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

Mercedes-Benz of West Chester is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.