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:12/17/2024

  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.

  The dealership denied the warranty claim for the service cost related to the engine light on the GLE350W's screen and the vibration from the acceleration pedal.1. GLE350W's information 1) Model year: 2021 2) Model: GLE350W 3) VIN number: ***************** 4) Delivery date(Purchase): 12/11/2023 2. Warranty information 1) Type of warranty: Certified Pre-owned limited warranty by dealership 2) Warranty end date: 12/10/2024 - Warranty only applies to covered repairs to the vehicle occurring within the ***. Coverage is for 12 months from ***** delivery date. (Please refer to the attachment)3. Repair history 1) 09/26/2024 at **** dealership in ************ ? Problem: Engine light ? Service: Oil replacement 2) 11/18/2024 at Benz dealership in Memphis ? Problem: Engine light with vibration from the acceleration pedal. ? Service: Replace some parts (Please refer to the attachment) 3) 12/13/2024 at **** dealership in Memphis ? Date the service was scheduled: 12/03/2024 ? Before the warranty ends ? Problem: Engine light with vibration from the acceleration pedal. ? Service: Engine cylinder replacement ? ***** USD 4. Dealership's perspective 1) ****************** Warranty expired on 12/10/2024. The vehicle must come to the service center. (The date on which defects occurred doesn't matter.) ? The first service can't not be considered to be on 11/18/2024 (No engine light at the time.) 2) ***************** Warranty expired on 12/10/2024 as per the contract.5. My claim : The service must be free. 1) The defects occurred within the warranty period. (The defects occurred on 12/03/2024. Warranty expired on 12/10/2024) 2) The first service must be considered to be on 11/18/2024 at the Benz dealership in Memphis - It's the same issue with the same engine light and vibration. - The dealership insists there was no engine light on that day, even though I have a picture of the engine light from 09/27/2024, which I shared on that day.

  Business Response

  Date: 12/18/2024

  Our customer is concerned that the repair needed is not being covered by the manufacturer. This is a matter between him and ****************** ************* of Memphis will honor their decision. I know the customer has also been in contact with ************* USA so I would expect an answer from them any day now. I wish we could help.

  Sincerely,

  *** ******, Service Manager

   

• Initial Complaint

  Date:05/03/2024

  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.

  Around April 3rd, I noticed some fluid leaking under my car. I called a local dealership because I was uncertain what the fluid was. The local dealership took a look at it and said it looked like transmission fluid, but they were unable to confirm due to them not being a transmission service provider. They referred me to another location who stated they did not work on ********* I then called the Transmission Doctor in ************* and spoke to the owner ******. He stated that because he already had vehicles on his rack, that he would not be able to take a look at it until Monday. He did recommend that I not drive it over the weekend, in which I did not, and to bring it to him first thing Monday morning. Monday morning, ***** 8th rolled around, and I took the vehicle to him. He put it on a rack and told me it appeared the leak was coming in between the 2 motors, but he would have to further inspect it to confirm it. Around 11 am, I received a call from ******. He asked me had I had any work done on my transmission lately. I told him the only thing done to the transmission was an inspection recommended by ******** when your vehicle is over 100, 000 miles. He said well your car isn't leaking from where I initially assumed it was, your car is leaking because all of your bolts holding your transmission in place are loose. He then proceeded to say that the bolts usually have to be removed with a tool, however, he was able to remove them with just his fingers, which let him know they were not tightened by whomever worked on the vehicle last. He explained the fees it cost to fix the vehicle, in which I agreed to and paid. I picked the vehicle up the next day and he stated that I needed to go to ********* and he wanted to speak with the Service Manager. Due to me having to work, my significant other went in my place. He had ****** on the phone and allowed him to explain his findings to ********. They said they would look into it, but later denied fault due to timeframe.

  Business Response

  Date: 05/17/2024

  I would like to request documentation that supports her complaint. Specifically a copy of the invoice from the independent repair shop.

   

  Customer Answer

  Date: 05/28/2024

  My previous response has been delayed due to me dealing with some personal issues, however, I am submitting above the invoice from ******** which shows that they did indeed work on my vehicle's transmission. Later today, once the Transmission Doctor opens, I will retain a copy of the invoice in which repairs were done. I would also like to state that ******** received this invoice in person, on April 10, 2023 in person. Not only did they get the invoice in person, the owner/repairman, ****** of Transmission Doctors, asked to speak with the service manager personally, in which he explained in great detail what he discovered during his inspection. He is also willing to speak with the BBB on my behalf as to further explain these findings and to further prove that these findings were a result to ******** negligence with tightening the bolts that hold the transmission in place.

  Customer Answer

  Date: 05/29/2024

   
  Date Sent: 5/28/2024 2:33:23 AM
  My previous response has been delayed due to me dealing with some personal issues, however, I am submitting above the invoice from ******** which shows that they did indeed work on my vehicle's transmission. Later today, once the Transmission Doctor opens, I will retain a copy of the invoice in which repairs were done. I would also like to state that ******** received this invoice in person, on April 10, 2023 in person. Not only did they get the invoice in person, the owner/repairman, ****** of Transmission Doctors, asked to speak with the service manager personally, in which he explained in great detail what he discovered during his inspection. He is also willing to speak with the BBB on my behalf as to further explain these findings and to further prove that these findings were a result to ******** negligence with tightening the bolts that hold the transmission in place.

  Customer Answer

  Date: 06/04/2024

  Above is the invoice by ****** at the Transmission Doctors. 

  Business Response

  Date: 06/05/2024

  We will not refund ********************** the cost of replacing her fluid and filters here. This occurred on October 6 of last year when the car at that time had ******* miles. She had another shop allegedly tighten loose bolts six months later with unknown mileage. There was no contact in-between with the customer saying she was having a leak. This is a red flag.

  The independent shop claimed that the transmission bolts were finger loose causing the leak. Very doubtful. If the bolts were finger loose the customer would have seen a tremendous amount of oil below her car immediately, not six months later. This is a red flag.

  ********************* had us replace the transmission filters, gaskets and fluid. The labor was $224.00 to remove the pan and replace those parts. The parts were $487.72 which included $317.82 for all of the transmission fluid. The other shop charged her $850.00 to tighten the oil pan bolts and top off the fluid. This is a red flag.

  If the customer had a leak, she could have at least contacted us as we would have been more than happy to inspect her car. At the very least, as soon as she was told it was a transmission leak she could have contacted us but she decided not to. Instead we were presented with a non itemized invoice for $850.00 and expected to pay this as well as guarantee her transmission from all future problems. 

  None of this adds up and this is why we will not refund any money or guarantee her transmission. 

  Sincerely,

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

  Service ******** ************* of Memphis

   

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21660763
  
  I am rejecting this response because:

  There is no way I could have messed up my own transmission. I did not take my vehicle to ******** because for one, I previously tried to for another issue and they told me to pull my vehicle up, added water to it, and never took it to the back because they were 3 weeks out. Everytime I try to get my vehicle serviced, they are booked out. I was also told  not to drive the car once the leak was noticed. ******** is about 45 minutes away and the Transmission shop is 15 minutes away. I took my chance with a closer location. I also took a picture of my dashboard with mileage prior to me dropping my car off as I have plenty of other times. How can I mess my transmission up when I just got an okay. I dont drive my car on trips only to work, errands and back. I will take this to the news stations next. I did not mess up my own transmission. ******** is responsible and failing to take responsibility. I took this picture the morning of April 8th, 2024. How can a vehicle get a transmission check with no issues, yet 4 months later, need a new one. It doesnt make any sense at all
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/06/2024

  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.

  I took my ******** to this dealership on January 8th because I was smelling gas inside my car every time I turned on my defrost. The dealership kept my car for about 3 weeks and I went to pick it up on January 29 once they fixed the problem. They gave me my keys and I noticed a patch missing from my hood. It is very noticeable! I asked my service advisor to look at it and he compared it to the pictures taken when I brought my vehicle in and confirmed that the paint was not missing when I dropped my car off. I went around in circles with the service manager, *** for about 2 weeks . He finally asked that I take my car to their paint specialist. He wanted to know if it was a second hand paint job or the original paint. It was determined that it was indeed the original paint, but somehow, the topcoat had come off. I went back to the dealership on February 19,2024 and that is when the service manager *** told me that they are not responsible for the damage and would not be repairing the paint. I have spent a lot of money with this dealership over the past year so this is very poor customer service.

  Business Response

  Date: 03/07/2024

  Yes, I am familiar with this complaint. The picture that our customer sent you shows clear coat that has separated and peeled from the front of her car. It occurred when her car was washed (through one of our automatic carwashes) subsequent to service on her ************** We are not disputing that. I also attached a photo that we took of her car when she arrived her prior to any work or wash being done on her car. You will also see two more pics where we zoomed in the same picture to show that there were areas already beginning to peel. We wash on the average between service customers and our inventory close to 100 cars a day. Clear coat does not peel off going through a carwash unless there is an existing issue with the paint. The photos I attached prove that this is the case. An alternative to accusing us of causing the problem, she might be better served contacting the party where she purchased the car.

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21396378
  
  I am rejecting this response because:
  There is no paint missing from my car as you can clearly see in the pictures. There are no peels nor any spots on my vehicle. The specialist, who is their own body shop affiliate confirmed that the paint on my vehicle is the original paint. The little bubble that they are talking about is still there and in tact. This has nothing to do with the paint that is missing, that their service department caused. I would like my vehicle to be restored to how it was when I brought it in to them. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/20/2024

  The customer did have previous paint issues on the front of her car when she came in. We take pictures of all cars when they arrive on the premises as standard policy. I have attached the front photo of her car and two additional zoomed in versions showing the same areas that is shown on her pictures with the paint separation. The car was washed and parked outside prior to her picking it up. The separation had spread,  but not because the dealership was negligent. It was because her paint was defective when she dropped it off. That is the reason we decided not to pay for her to repair her paint. 

  Sincerely,

  *******************, Service Manager

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21396378
  
  I am rejecting this response because:
  Again, I had a small bubble around the emblem and that small bubble is still there. It has not peeled or spread. Where the paint is missing was completely in tact when I took my car to the dealership. I do not want any money from the dealership. I only want it to be put back in the condition that it was in as when I dropped it off. This wont cost the dealership a thing to do the right thing. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/14/2022

  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.

  My 2013 ******** C250 had a power problem which I believe it was due to my trunk being open on night after reading the manual because the alarm system kept going off and the car would not turn over I didnt proceeded to call ******** roadside assistance in which they decided to come up to pick up my vehicle on Tuesday September 6 at 2:30 PM. When the tow invite I did have a plastic bag taped on the roof of my vehicle with a blanket on it as well because the sunroof was cracked and I knew that it would rain one of these days and so prior to then putting my vehicle on the truck they asked me to remove it before taking it to the dealership once they took my vehicle I I was expecting a call and I never received a call so I end up actually going up to the ********-**** dealership and I asked them did they receive my car and they said yes but it wasnt processed yet because they had another car in front of me they had to get processed I said that is fine I left because they told me that they will give me a call they never called me so I went up there again and I asked him I said did you guys process my vehicle yet because I need to know The guy said it would be a week and I said that thats fine On Monday the 12th approximately 345 I received a call from my advisor and he told me that the car is extremely wet inside and that he believes it to be water damaged and maybe thats why the car isnt turning over thats why I was having problems with starting the car because he believes it to be water damage this is why Im baffled my car never came in the water damage my car was never ********** wasnt soaked in any form of way I even came up to the dealership to tell you guys the car has no power so I wanted to see if we can get the car in before the rain comes you guys told me they would be a week and now all of a sudden you guys are calling me telling me that I have to spend $600 due to water damage because the carpet has to be pulled up My vehicle never came wet or damaged.

  Business Response

  Date: 09/21/2022

  We have been unable to speak with ****************** by calling the number she supplied (no answer and voicemail not set up yet) until today. So today we had a chance to explain that the water ingress probably was coming from the left tail lamp that was broken and had been letting water come inside. The water did not come in the sunroof that was vented open because there was no evidence of water on top of any upholstery. The water we found was in the floorboard below the left front carpet. Once this was explained to ******************, she understood and authorized us to proceed to first repair the source of the water ingress, and then diagnose the no start condition. There is a chance if the water was in the floorboard for a long period of time (she would not have known there was water below the carpet which was dry), it may have caused corrosion in a component or connection causing the no start issue.