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:05/30/2024

  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 03/02/24 I purchased a certified pre-owned 2020 ******** C43 sedan with ****** miles at Mercedes-Benz of Portland. 6 weeks after my purchase I got several error codes for my active driving assistance systems which went away one day after they came on. A couple of weeks later it happened again so I made an appointment to have my car diagnosed. On May 22nd, 2024 ********-**** of ******* informed me that my vehicle had been in a collision previously and would not be covered under warranty. This surprised me since the car was marketed to me as being accident-free and I never crashed it. ******** of Spokane told me that behind the ******** emblem houses the driving assistance radar which has broken clips and is pushed off to the side along with this they informed me that the front bumper has been repainted which further supports that it has crashed before my ownership. It is apparent to me that the dealership did not properly inspect the car before selling it as a certified pre-owned vehicle. The car was marketed to me as an accident-free vehicle with no problems however just 3 months and less than ***** miles later I'm suffering from many issues with the vehicle. The shock absorber looks like it has been leaking for a long time and the dealership didn't attempt to fix it before selling the vehicle. Now I am stuck with the bill less than 3 months after purchasing it and putting less than ***** miles on it. It is not covered under the certified pre-owned warranty because of dealership negligence. The dealership is saying they can't guarantee that they will cover it and they are expecting me to drive over 5 hours one way to their location so they can look it at. As a consumer, I expected that the certified pre-owned vehicle that I purchased from a ******** dealership would have been properly inspected but instead, I was sold a car with hidden damage and the dealership is saying they might not cover it since they don't know what has happened in my ownership of the car.

  Business Response

  Date: 05/30/2024

  This customer did buy a certified ************* C43 from us and it was fully inspected by one of our certified ************* technicians. The car passed the certified inspection that we performed and was put up for sale. The car has been with the customer for three months now with no problems at all until now. We do not know the condition of the car right now and we do not know what has happened to it in the last three months. We did offer to have him bring the car to us so we can inspect the car and see what is going on with it. The customer told us that he would bring the car to us in about a week for us to look at it, so we have been waiting for him to call with the date and time that he wanted to bring the car in.  

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21781596
  
  I am rejecting this response because: The car is in the same shape I received it in, this issues started less then 2 months into ownership of the vehicle not 3 months. The car has been inspected by a ******** certified tech at ******** of ******* which is how the hidden damage was revealed to me. The vehicle had hidden damage which the ******** dealership in ******* was able to find during there inspection. I told the dealership I would be willing to drive the vehicle down but I need a way back home since I cannot walk 400 miles home and the car would likely need to be there for more then one day to resolve this issue. I told them I would arrange a day after I signed up for my classes and found time within my schedule to deal with this major inconvenience and that it probably wouldnt be until mid to late June not this week. We know the condition of the vehicle since it was diagnosed and inspected at a certified ******** dealership and I was billed 250 dollars for it. If the Vehicle was in a wreck during my ownership all the issues would have been repaired properly. It would make no sense that I put a paint protection film over the nose of the car but decided to only partially fix critical driver components. This was obviously done before my ownership, if you look at the paint protection film it is clearly the original paint protection film from when I purchased the vehicle in March. According to the certified mechanic at ******** of ******* there is clear evidence of the bumper being repainted underneath the paint protection film.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/15/2024

  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.

  On 12/26/2023, I leased a car from ******** of Portland and signed all the required paperwork. Documents were signed electronically on 12/26th and the notarized hardcopies were delivered to the dealership on 1/10/2024. (Check this tracking number 1Z1Y8R508497213199). The lease agreement includes all the ******** taxes and registration fees. The car was supposed to be registered electronically through a vitu online service. On 1/8th and upon receiving the car (shipped to **), I contacted ********************* to get a permit since the car had no plates, he sent picture of the permit by email on the same day, and hard copy was also mailed afterward. After the expiration of the first permit, I contacted **** again and he sent me another permit on 1/27th, he indicated that this issue with ************ satellite office. The second permit will expire on 2/18th. Today, I went to the office of the Secretary of State (SOT) to check on the status of my car registration. I gave them the *** number and I was told that this car has no records in **. This was a surprise to me given it has been over a month and half since I leased the car. I emailed the finance manager and copied and the sales manager. I also contacted ****** group and filed a complaint. They responded after two days asking me to wait 5 days and someone would get in touch with me. Unfortunately, no one did at the point of filing this complaint. Similar to the other complaint, it does not seem my registration issue is getting resolved anytime soon, so I had to file this complaint. I hope to get my registration since I have no intention to drive my car with expired tags.

  Business Response

  Date: 02/20/2024

  Dear *****,
  

  I want to acknowledge the challenges you've faced with the licensing process and express our genuine commitment to resolving these issues expeditiously. We confirmed receipt of your documents on Jan 10th and have since processed them accordingly. However, we encountered unforeseen delays due to significant snow and ice conditions, which impacted our operational capacity across all dealerships which delayed most of our clients and customers (locally and out of state).

  Please be assured that your paperwork is currently with our ******** office, and we are actively awaiting clearance as we cannot do anything when the paperwork is within the *** Office. Upon approval, we will immediately reach out to you with instructions for either collecting your plates or arranging their direct delivery.
  

  We understand the inconvenience this may cause and sincerely appreciate your patience and understanding as we work to conclude this process as soon as possible.
  
  *********************
  Sales Director 

  Mercedes-Benz of Portland

   

  Customer Answer

  Date: 02/20/2024

   
  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.
  
  Sincerely,
  
  ***** *******************

• Initial Complaint

  Date:09/06/2023

  Type:Product 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.

  Purchased a certified 2019 E53 from ******** of Portland on 6/2/2023 9/6/2023 and still no license plates received.-8/20/2023 reached out to ***** (sales) about not having my plates and temporary tag expires in 10 days.-8/21/2023 received a voicemail from ***** that there was an issue with title and that I'll get the plates in 14 days.-8/21/2023 responded back to ***** asking what happens if my temporary tag expires and no plates (since 14 days would be after my temporary tag expires)-8/21/2023 ***** responded "Let's hope the plates arrive"-8/21/2023 No response when I asked what if it doens't -8/29/2023 reached out over text that the temp tag is expiring tomorrow, no response. Emailed ****** (Sales head) and *****, no response.-8/30/2023 reached out saying temp tag is expiring today, no response.-8/30/2023 spoke to ******** (Sales) who said he'll relay to his manager, no response -8/30/2023 reached out to DMV to ask what my options are, ended up getting a temporary trip permit.-8/31/2023 ***** texted and says they can issue another temp, asked me if I want to stop by the dealership or they can mail. I responded saying I got a temp trip permit myself, asking for reimbursement, and confirmation there's no issue with the title and that I'll get my plates. No response.9/6/2023 - Still no sign of my plates, filing this complaint.

  Business Response

  Date: 09/15/2023

  We have addressed this and DMV is currently working on this file - there is no hold up on the title and we are happy to reimburse for the temporary trip permit that the customer paid for.

  I will have more info next week on when his plates will be sent.

  Thank You,

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

  General Manager

  Mercedes-Benz of Portland

  Customer Answer

  Date: 09/23/2023

  This is not yet resolved. As indicated by the response from the dealership, my plates should arrive soon, and I have not yet been reimbursed for previous temporary trip permit. 

  Business Response

  Date: 10/05/2023

  Good afternoon,

  The check was sent out to the customer standard mail on 09/28/23.

  Thank you,

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

  General Manager

   

   

  Customer Answer

  Date: 10/12/2023

   
  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.
  
  Sincerely,
  
  *******************