Complaints

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  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

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 Lexus from Mercedes-Benz of West Chester on 1/15/2022. My lender has not received the title. BMV states they have 30 days to get the title to the lender. I’ve called them numerous times to resolve, but can never get a straight answer. Their Finance Manager gave me the phone number to Highland Ford to resolve. They were never included in this deal. I must register this vehicle in my name, or I will be forced to drive illegally or take a ride service. Please help me resolve this nonsense.

  Business response

  02/24/2022

  Hello

  I've attached supporting documents that shows that we have handled the Titling registration in a timely manner. I have reached to the customer. 

   

  please let me know if I need to do anything else. 

   

  Thank you

  Belinda G

  Customer response

  03/02/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *

  
  

  They have not addressed why their finance person instructed me to call Highland Ford to resolve this issue.  

  Business response

  04/04/2022

  I will Reach out again to the customer. I will ask him what he feels like would be a resolution. 

  Thank you

  Belinda G

  General Manager

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

*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. ↩