ComplaintsforMercedes-Benz of Midland

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle purchased on 11-16-22 paid $8000 with a cashiers check. Dealership performed a state inspection in which they failed due to the brakes but did not fail for having white smoke come out of exhaust tip and having holes in exhaust. Sales manager said that they only check for brakes,wipers and for vehicle to go forward and backwards but not for exhaust.

  

  Business response

  12/06/2022

  After reviewing the signed documents by the customers, the customer was made aware that the sale of this vehicle was AS-IS. This particular vehicle was priced and sold with the understanding by the customer that it was a value added vehicle. This means that the vehicle was sold under the states minimum standards of meeting state safety requirements for registering a vehicle. This is why we replaced the brakes as mentioned by the complainant.

   

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Mercedes Warranty, The issue is peeling steering wheel and lock and unlock buttons which is related to malfunction of the materials used in the car. It is obviously malfunction of the material as I never have this issue with prior cars. Previously in the same car, I had the issue of peeling in the cup holder and the branch of Mercedes-Benz of *** ****** located in ********** **** replaced the cup holder using the same warranty that I have currently. For the current issue, on 6/11/2022, I went to Mercedes-Benz of Midland located at **** ******* ******** ******** ** ***** which is a branch of Mercedes- Benz. It was inspected by the above branch of Mercedes- Benz of Midland and I was provided an estimate to be done which is $ 3816.08, they asked me to pay out pocket in spite I have a warranty. Please see attachment. I have been in touch with branch manager since the above date without resolution. Please help me resolve the above issues by using my Warranty for repair.

  

  Business response

  10/31/2022

  Good morning and sorry for the slow response. We where verifying information from MBUSA. Regarding ** ****** concerns and complaint, we verified thru Mercedes-Benz USA that his concern of malfunction of the materials, peeling steering wheel and lock and unlock buttons would not be covered under the manufactures certified warranty, they are considered wear items. We did some research and it appears that the prior dealer may have covered his stated items internally. Unfortunately since this is not a covered repair by Mercedes-Benz, we are unable to have these items covered by warranty. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In summer of 2021 the vehicle was scheduled for a recall repair. A day before the scheduled repair it rained and we noticed the leak. I called and informed the dealership of the leak, they told me they would check it out when I brought it in for the recall. I took the van in for the recall work, while it was raining. I reminded them about the leak and they said they would look at it. The recall work was performed and instead of parking the vehicle under cover they let the vehicle sit in the rain for several days then in the sun, neglecting it and causing more damage. I picked the vehicle up after the recall work was completed and noticed the mold! I immediately called told them of the situation and asked for a resolution. The vehicle was brought back to the dealership and after much debate about who is financially liable Mercedes corporation (not the dealership) covered the cost to fix the seal and clean the seats. The dealership assured me that this shouldn’t happen and it shouldn’t mold again that our family would be safe. The next time it rained was May 2022 and the roof continued to leak and the seats molded again. The dealership was under the impression that insurance would cover the cost of repairs and they estimated the repairs to be about $22,000. When they realized that insurance was not going to cover it and I expected them to be financially responsible they said they vehicle didn’t have as much damage as they originally said and it would only cost $3,000 to fix. After them having the vehicle several weeks, much deliberation and issues they fixed the seal and cleaned the seats and brought the van back to me on 8/19 before the brought the van back they had taken the seats, headliner and side panels off. They damaged the vehicle when removing and reinstalling these things. When confronted on the damage I was told they would no longer do business with me and that if I wanted things repaired I need to get a lawyer. We have a prepaid serviced agreement as well

  

  Business response

  09/13/2022

  On July 7, 2021,  Mr. **** **** brought his 2016 Mercedes-Benz Sprinter van (miles 78333) in for a concern of a roof top air conditioning unit leaking. Factory warranty on a 2016 Mercedes-Benz Sprinter is 3 years or 36,000 miles. Since the client did not purchase this van from us and was outside the manufacturer’s warranty period, Mercedes Benz of Midland worked with Mercedes Benz for a one-time good will approval for 100% Parts and labor repair. Repairs were made and the vehicle was cleaned per Mercedes-Benz before customer delivery. The ****’s brought the van back to us on June 03,2022 almost a year later with 86389 miles stating the van had been in a hailstorm and that water had gotten into the vehicle in the same area as repaired in 2021. Added customer concerns were noted at the time.

  Concerns

  • Navigation, radio, back up camera flickering, and speakers where popping
  • Rust is coming down the passenger rear door inside and outside with water all over seats

  We inspected the vehicle and was only able to verify and diagnose the air conditioning concern. **** ********* attempted to provide an estimate for all hail damage repairs, unfortunate Mrs. **** picked up the vehicle. The Sprinter was brought back on July 8, 2022, with 87578 miles after insurance had declined repairs on roof because it was not hail related.  ******** **** then contacted Mercedes-Benz customer assistance center (CAC) about the leak on her Sprinter van. The CAC and Mercedes-Benz Area Manager again provided a goodwill repair of the sunroof leak with 100% labor and parts covered by Mercedes-Benz. They also approved a complete detail, and cabin filter exchange. We have worked diligently with the ****’s to locate a similar type of van that could meet their financial needs as requested, but unfortunately Mrs. **** was unreasonable and contacted a client who had a Sprinter Passenger van on order and insisted that they allow her the van. When the client refused, she proceeded to tell the customer her opinion and not to do business with Mercedes-Benz of Midland. Added note, the Service Manager personally delivered the van back to Mrs. **** upon completion of repairs and after inspection and acceptance of the vehicle we were given our courtesy car back that was given as temporary transportation. There were no conversations that we are aware of regarding child safety seats until Mrs. **** mentioned them during her most recent calls in August 2022. All communication regarding the hail damage has between the client and the insurance carrier. These repairs have all been approved by Mercedes-Benz only as a good will gesture due to the vehicle being out of factory warranty!

  Customer response

  09/30/2022

  Their response is inaccurate. Which isn’t surprising, we learned from our dealings with them how deceptive and fraudulent they behave. Unscrupulous. 

   

  In July 2021 I brought the vehicle in for a recall and noticed a manufacture defect that causes the ac roof seal to leak and dumps water into the vehicle. Unbeknownst to me this is a common issue Mercedes was sued for but continued to manufacture defective vehicles. When I brought it in it was raining. Instead of parking the vehicle under cover... Mercedes let the vehicle sit for days in the rain and sun caused mold and issues. The seats, car seat, headliner and vents where affected by mold. They never fixed the seal, but claimed they did and during the next rain which was March 2022 (10 months after their “repair” job. it doesn’t rain much here in west Texas) it dumped water in the vehicle and caused it to mold again. The general manager, **** *. Promised to “do everything in his power” to get us out of this defective vehicle even “he has to give us more for our vehicle” when time came to talk number about trade in he offered us $14,000-$20,000 for our vehicle which blue booked at the time in fair condition for $32,000. This was just another way he was trying to screw us over.  He said his price was so low because the vehicle was damaged... DAMAGE they caused. I have been baffled by their responses at every turn. The amount of malarkey and unaccountably I’m surprised these guys aren’t politicians. 

   

  When this company thought insurance was going to pay for their screw up, they claimed I had $22,000 worth of damage. Once they realized I expected them to cover their own mistakes they said I had $3,000 damage. Beware of these crooks!

   

  I have video, pictures and documents of everything we’ve been through with them the past two years.

   

  Each year they keep my vehicle for months at a time without a suitable loaner. We have 7 children and drive a twelve passenger van. It’s impractical for them to keep the vehicle for extended periods. When I brought the vehicle in 2022 they had it a month without preforming any repairs. I then needed to get it back for to get groceries and appointments done then I have the vehicle back.

   

  I have been patient, honest and respectful through all of their non sense. I NEVER demanded a vehicle from a prospective buyer that is a lie and defamation of my character. I have told and will continue to tell everyone to stay away from Mercedes and ******** auto family. Every time I drive my vehicle someone asks me about it. Great chance to tell them to buy a ****. I drive a giant billboard of a vehicle. 

   

  When the vehicle was delivered back to me I told them of the damage I saw when they were here and the service driver said he would let **** * know and then they stopped answering my communications. 

   

  They company was upset about that I am telling people to stay away from them. So the company decided to no longer do business with me which is fine. I don’t trust them to service any vehicle or have integrity. But I am left with two problems:

   

  1. I have a prepaid service agreement that I can only take my vehicle to Mercedes to get fixed and the oil changes and service are already paid for.. so I’m losing money now that I get to pay for service twice!
  2. They damaged the inside of the vehicle when they tore it apart and put it together. They knew it too so behind my back they asked a third party to try to repair it (*** *****) before they gave it back to me. ** ***** wasn’t able to repair the damages he said “the damages are too bad”. Damages are quiet substantial and deprecated the vehicle more. 

   

  BOTTOM LINE:

  BUYER BEWARE this company cost us thousands and refused to cover the costs so we are stuck with the bills. Stay away from these people they are immoral, liars.

  

  Business response

  10/12/2022

  Unfortunately we are not able to assist the **** family regarding claims made against the dealer due to the following:

  • In July 2021 Mercede Benz USA made the decision with the assistance of the dealership Service Manager to make an after warranty good-will repair even though it was out of manufacturer’s warranty and purchased as a pre-owned vehicle from another dealer.
  • When the vehicle was returned this final time, the Service Manager personally delivered the vehicle and conducted a walk thru. The client accepted the vehicle with no concerns or comments.
  • Regarding the market value for the client’s trade, we offered what at the time was a market price based on the year, make, miles and condition of the van. The damage that was considered was from an unrepaired Hailstorm.
  • Ms. **** obtained the name of a customer who had a van ordered and contacted the client.  Ms. **** thought she was owed their van and after the client refused to relinquish their order to her, she made it known of her thoughts.

  Mercedes Benz of Midland was not the authority authorizing repairs and any reimbursement for damaged personal items at the time would have had to come from MBUSA since the decision to make the after warranty repair came from the manufacturer in 2021.

  Unfortunately, we have had to cut ties with this client, we wish her and her family the very best.

  Customer response

  10/16/2022

  Complaint: 17748476
  
  I am rejecting this response because once again it’s full of lies and slander. I do not expect this company to take responsibility or accountability for their actions. They’ve shown that they don’t have those type of morals or integrity. So I encourage all future buyers to avoid this company and its sister companies at all cost.

  
  Regards,
  
  ******** ****

*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. ↩