ComplaintsforMercedes-Benz Financial Services USA LLC

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Initial Complaint
06/12/2024
Complaint Type:
Billing Issues
Status:
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.
This company stated I made a late payment when in fact I never made a late payment and it shouldn't be reported as late. This is a violation of my privacy and tarnishing my reputation - 5 U.S.C 1681 SECTION 602 A. States I have right to privacy. 15 U.S.C 1681 SECTION 604 A SECTION 2: It also states a consumer reporting agency cannot furnish an account without my written consent.
Business response
06/17/2024
Please see attached.
Customer response
06/18/2024
Complaint: 21838070

I am rejecting this response because: this still does not change the fact, as a consumer I made the payment on time!!!! The insufficient funds was highly incorrect, it would not make sense to make a payment without the correct funds available. I am still requesting this be updated and removed from my credit report as a late payment within a timely manner!

Regards,

*****************
Business response
06/27/2024
Please see attached.
Customer response
07/01/2024
Complaint: 21838070

I am rejecting this response because: This is absolutely tarnishing to my entire reputation. I have stated multiple times I never had insufficient funds and as a consumer, I would never have made a payment knowing I don't have the funds available. This is extremely discouraging knowing that I am a responsible payer and have never made a late payment in my life!!!!

Regards,

*****************
Initial Complaint
06/05/2024
Complaint Type:
Delivery Issues
Status:
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.
I have 3 unauthorized inquiries on my transunion credit report from Mercedes Benz I demand be removed. I reached out 60 days ago. Saying they will be removed & still has not.Date *** 27,2024 - *** 27,2024- *** 22,2024
Business response
06/12/2024
Please see attached
Initial Complaint
06/04/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My car was totaled on 5/10/2024. My insurance company Progressive provided a check to pay the total amount. The check has cleared on 5/30/2024 however Mercedes financial services refused to provide a refund of the overage amount and Stated it was up in the air and it would take 14 days to cancel my account but my ********************** would be impacted if I did not pay the car payment again on 6/28. The account has been paid in full but Mercedes is practicing bad business tactics and bullying stating I have a payment due. Several Representatives that I called asked me not call again and my contract would not be canceled until 14 days and it was pending. The car has been sold to the insurance company. The loan has been paid in full as of 5/30/2024. I am requesting my overage payment and communication regarding my contract to be canceled.
Business response
06/12/2024
Please see attached formal response
Customer response
06/12/2024
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.

Regards,

***************************
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The date of issue started before Apr 15, 2024, but this is the last time I have heard from the company about my problem. The person supposed to be handling the situation is ****************** Executive Referral Manager, Mercedes-Benz USA *************************** Tel. ************. I have called several times, and she has not returned any of my phone calls after leaving messages about my situation. My Case Number, ********, this is embedded in her email: " If you reach my voicemail, please leave a message, and I will return your call as quickly as possible. Or, if you prefer, simply reply directly to this email with your best contact number and availability." I have left an email and called several times, but she or the company has not responded.V/r *******
Business response
06/04/2024
Please see attached.
Initial Complaint
05/28/2024
Complaint Type:
Billing Issues
Status:
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.
I disputed a late payment with the credit bureaus. As a result of this, the creditor instructed the bureaus to delete the tradeline with account number ************* completely from my ********************** file. I asked the creditor to add the tradeline back and they refused to saying by law they are not required to report to the bureaus. Even if they are not required to report to the bureaus, how is it possible they have been reporting all this time and they delete what they have been reporting because I'm fixing an inaccuracy on my report. Under the **** federal law, I have the right to dispute incomplete or inaccurate information on my report. I then called the representative *********************** at MBFS who's handling my case and she was very rude and disrespectful to me. I asked for a more thorough explanation as to why they won't add it back, and she refused to give one and kept saying we will not add it back. I feel like I'm being discriminated upon. I am being treated very unfairly as a loyal MBFS customer. Why can't I get an explanation as to why my tradeline was deleted and why it was deleted just because they are not required to report. I pay $2000 a month for this car and the tradeline was helping me build my credit and now it is gone like I never purchased the car but I am still required to make payments. They are no longer reporting the payments I make all because I disputed a late payment. I would like the tradeline added back to all 3 bureaus along with the inaccurate late payments removed.
Business response
06/03/2024
Please see attached
Initial Complaint
05/28/2024
Complaint Type:
Billing Issues
Status:
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.
I extended my car lease and my car was on autopay. Mercedes-Benz Financial Services never sent me a letter or any email to let me know that they would be shutting off autopay and they marked me late on my next payment. I called them and they said that was not supposed to happen and to file a dispute.
Business response
06/12/2024
Please see attached
Initial Complaint
05/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On April 25, 2024 I turned in my leased vehicle to Mercedes Benz of Rocklin, the lease was due to be returned by May 4, 2024. All payments had been made on time, all maintenance had been performed. The vehicle was turned in with roughly ****** miles on it, the lease allowed for ******. When turning in the lease I was asked to sign the Odometer Statement, which I did. I asked if I needed to sign anything else and I was told no. On May 16, 2024 I received in the mail a Lease End Statement. Contained in the lease end statement are three charges for $359 a piece for Excess Wear and Tear: Tread Depth, totaling $1,077.00. When I turned in the vehicle, the tread depth was fine, the tires were not yet due to be replaced. In which case, why am I being charged to replace the tires when there are still thousands of miles left of tread? In addition, on page 8 of the Lease Contract, Section 22 a. (2) specifies I sign a vehicle condition report, which I was never asked to sign. When the manager had me sign the odometer statement I specifically asked if anything else was needed, did I need to sign any additional documents, he told me that was it. If it is in the lease contract that I need to sign an additional document, which I have not signed, then they can not come back and claim after having my vehicle for over two weeks since turn in, that I owe money for excess wear and tear. The vehicle turn-in fee is in my lease document and therefore I will be paying it, but trying to add charges after they've had the vehicle for over two weeks, that is unacceptable and if they had claimed this at the time, I would have had a document from my mechanic and another tire shop proving the tires were not due to be replaced. VIN#*****************
Business response
06/14/2024
Please see attached.
Initial Complaint
05/15/2024
Complaint Type:
Billing Issues
Status:
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.
DEAR MERCEDES-BENZ FINANCIAL SERVICES; BBB; I was shocked when I reviewed my credit report and found late payment on the dates below: DECEMBER 2023. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me. I do ask in light of the good standing relationship we have that you remove this 30 day late from my credit report and refund any late fees assessed on my account.I do not believe it is accurate and would rather not have to spend more time than necessary for both of us to resolve this situation. I appreciate your help regarding this and look forward to keep having the positive experience that I have had with you in the past.
Business response
05/24/2024
Please see attached
Initial Complaint
05/07/2024
Complaint Type:
Product Issues
Status:
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.
Initially, I obtained separate loans from Bank of America and Citizens Credit Union to purchase my leased Mercedes-Benz vehicle. Both loans were approved and the funds were sent to MBFS for the lease buyout. However, the dealership claimed they could get me a 0.4% lower interest rate if they originated a new loan through MBFS directly.As a result, MBFS received three total loan payoffs for my account - the two I originally obtained as well as the new one from the dealership. It has now been over 2 months since this occurred, and MBFS has completely failed to refund the amounts from my original Bank of America and Citizens Credit Union loans despite my repeated attempts to resolve this.I have spent well over 30 hours on the phone with various MBFS representatives having to re-explain the situation each time due to a lack of competence and documentation on their end. I have been given conflicting information and run around in circles by different representatives about if/when/how the refunds would be issued back to my banks.At no point was a refund check actually sent out, despite MBFS representatives claiming it would be sent to me, to the dealership, or back to my banks at various times. There has been a complete lack of accountability, follow-through, and bare minimum customer service skills displayed.Despite MBFS' aggressive pursuit of collecting payments from customers, they have now held onto my redundant loan payoff funds for over 2 months with no justifiable reason or explanation. This has been an incredibly frustrating experience that is the polar opposite of what one expects from a reputable financial services company.I demand that MBFS immediately refund the full amounts from the Bank of America loan (originated on 04/01/2024 for $34,166.77 and the Citizens Credit Union loan (originated on 04/01/2024 for $33,504.05 back to those respective institutions in a verifiable, trackable manner. Failure to do so will result in further legal action.
Business response
05/22/2024
Please see attached
Initial Complaint
05/07/2024
Complaint Type:
Billing Issues
Status:
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.
I was given the option to make a one time payment of $3000 to get an adjustment to my monthly loan bill. The length of the loan would not change or the interest rate. Since the principal left on the car loan would be less than when I started paying, my monthly payment would decrease. I made the $3000 payment on 10/3/23 and my automated monthly payment on 10/5/23 For $730.29. The principal amount left at this time was $19,959.02. This should have made my new monthly bill around $440/month. Interest rate: 2.75%Loan end date: 12/5/2027 I got a letter from Mercedes saying the new amount would be $667.81. Which means there was a mistake in the math. I have been trading to get the math/payment corrected since October. Calling multiple times, never receiving a call back. And no option to talk to the person who did the math/calculation. This is a financial institution that can not do finance correctly. 2 months ago I finally got information from ****** (supervisor) that the principal amount used to make the calculation was $35000, which is incorrect and documented. I have been calling weekly to get a response about making the correction without response. I have continued to pay my monthly premium of $730.29, while I continue to wait for this to be resolved. But it doesnt look like the company will own up to the mistake and make it right My current principal amount is: $15,138.14 Lucky I know finance enough to know there was a mistake. But, if they are being this difficult with me on something they obviously did wrong, how many other people have they screwed over.
Business response
05/17/2024
Please see the attached documents.
Customer response
05/21/2024
Complaint: 21679103

I am rejecting this response because: As I stated on the phone, I did not sign the modification letter because the calculation was wrong.

I made the $3,000 payment on October 3, 2023 to get the new monthly payment reduction. At this time my remaining principal on the account was $20,635.57. On October 5, 2023 my monthly auto-payment was deducted, which brought my remaining principal to $19,959.02. This is the amount that should have been used to make the new monthly payment calculation on the modification letter on October 10, 2023. The Mercedes supervisor ****** confirmed that the calculation factored in a principal amount of $35,000. Which was the principal amount on my account on March 5, 2022. Obviously incorrect. (Screenshot attached).

As you confirmed the terms of my loan would stay the same when the new monthly payment was calculated. This was also stated in the modification letter.
This is how the math works out.

Principal remaining: $19,959.02

Interest Rate: 2.75%

Loan End Date: December 5, 2027

New Monthly payment: ~$422.94. Not $667.81. This is the reason I did not sign.

In regards to getting refunds, I have checked my account and I did not receive any refunds notated on my account. Attached is a screenshot from 9-29-23 to 10-11-23, showing only the -$3,000 payment and the monthly installment of -$730.29.

My current principal amount on my account is $15,138.14 (see attached screenshot from my MBFS account online). I want to recalculate my payment now, and this is the simple math

Principal remaining: $15,138.14
Interest Rate: 2.75%
Loan End Date: December 5, 2027
New monthly payment should be: ~$370.08

Please advise

Charlie

Regards,

*********************************
Business response
05/22/2024
Please see attached documents.
Customer response
05/23/2024
Complaint: 21679103

I am rejecting this response because:

Your explanation of the calculation to get the monthly cost is vague, and does not align with the explanation given to me by MBFS.

Can you please share the Math on how MBFS got to the $667.81 new monthly payment? Math is not subjective, and I don't see how the explanation and the math will match up.

Secondly, you showed documentation with refunds back to my account, which I do not show. Please advise.

Regards,

*********************************
Business response
06/11/2024
Please see attached.
Customer response
06/11/2024
Complaint: 21679103

I am rejecting this response because:

Page, please refer to my last response below to the message from the previous person, who gave the same response as you did. I want to see the Math. The Math doesn't make sense to me.
Principle amount: ?
Interest Rate: ?
Loan Completion Date: ?
Secondly, since you are now stating that no refunds have been made; does that mean the documents send by MBFS were falsified? The documents are on record in this complaint.

Your explanation of the calculation to get the monthly cost is vague, and does not align with the explanation given to me by MBFS.

Can you please share the Math on how MBFS got to the $667.81 new monthly payment? Math is not subjective, and I don't see how the explanation and the math will match up.

Secondly, you showed documentation with refunds back to my account, which I do not show. Please advise.

Regards,

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

Regards,

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

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