ComplaintsforMercedes Benz of Alexandria

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my car on 8/7/2023 for an oil change and suppose to pick up the next day. However, ******, the service representative called and told me the front pumper was damaged and need to send to the body shop to fix it. They keep my car over a week and never provide a loaner. ****** told me a lot of people don't like a loaner. TERRIBLE service

  Customer response

  08/16/2023

  UPDATED after picked my car:

  They forgot to put the engine bottom cover. 

  Left side bumper had gap showing bumper clips

  Did fix entire damaged.

  Painted over the bumper sensor

  Business response

  08/16/2023

  Customer requested to be contacted by the dealership.  The service manager called him right away.  Customer explained is concerns about inadequate repairs.  Service manager told the customer to bring the car back so we can take a look at what was done.

  Customer response

  08/31/2023

  Picked up my car yesterday and still not happy with painted job but I guess I will have to live with it because I don't want to bring the car back for the third times and they keep for another week.
  There are dirt underneath the clear coat. Whoever did this job very sloppy job. 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern I am writing to express my extreme disappointment with Mercedes Benz of Alexandria and seek your assistance in resolving an ongoing issue. I engaged their service for a third-party warranty repair on my Mercedes, specifically involving the replacement of an airbag sensor and seat bottom.The dealership's handling of this matter has been deeply unsatisfactory. They faced delays in obtaining the necessary replacement part, already reflecting their lack of efficiency. Upon installation, it became evident that they had fitted the wrong seat bottom, despite having my car for an extended period. This incident occurred almost a year ago and cost over $4,000 in repairs.What is most frustrating is that, despite repeated attempts to communicate and seek updates, I still have not received the correct replacement part. The prolonged wait and lack of resolution are unacceptable. It appears that my issue has not been given the priority it deserves, as evidenced by unanswered calls and a general lack of communication.As of now, I am left without a solution and growing increasingly frustrated. I am seeking your intervention to expedite the resolution of this matter. My main goal is to have the correct part installed promptly, ending this prolonged inconvenience.I appreciate your commitment to fair business practices and customer satisfaction. Your assistance in mediating this situation would be invaluable. I anticipate your prompt response.Thank you.**********

  Business response

  08/22/2023

  From: *********************** <******************>
  Date: Mon, Aug 21, 2023 at 9:52 AM
  Subject: Re: Better Bus Bur new complaint
  To: <**************@mybbb.org>
  Cc: *********************** <****************>, <*****************>
  
  Good Morning ****************,
  
  My sincere apology for not responding earlier but I have been out of the office.  Below you will find todays screen copy of the latest part status from MBUSA regarding the seat cover/cushion for **. ****** Mercedes ****.  I have highlighted in red the next follow up to take place to demonstrate the part challenges our dealership is facing while still trying to serve our clients.
  If you wish any further details, please let me know.
  
  Sincerely,
  
  ---------- Forwarded message ---------
  From: <******************************************>
  Date: Wed, Aug 9, 2023 at 11:41 AM
  Subject: CPM Case Update *******/********/***************
  
  ---------------------------------------------------------------------
  YOUR CRITICAL PART CASE HAS BEEN UPDATED
  ---------------------------------------------------------------------
  
  Dear Colleague:
  
  An update is available regarding your Critical Part case.
  Details regarding the status are below:
  
  Dealer Code                       : **********
  Order Number                   : ********
  CP Case Number             : *******
  Part Number                     : ***************
  Part Description                 : COVER
  PO Number                       : ********
  Item Category                   : ***
  VIN                                     : *****************
  ETA Date                           : 00/00/0000
  
  Comment   : Case escalated, ETA Pending. The next follow-up date is 08/18/2023
  
             ***********************
           **************
  Service Department Director
  Mercedes Benz of Alexandria
           

• Initial Complaint

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This mechanic shop has been extremely negligent with my car. I am filing a complaint for a service on Nov 29, 2022. Im going to provide background information. On Jan 27, 2022, I received the routine repairs for my car. A few days later I heard a loud noise from under my car. I called on Feb 1, 22 to make an appointment, and returned to the repair shop on Feb 8. I was informed that during my appointment on the 27th, the mechanics failed to properly reinstall and bolt the heat shield - thus creating a loud noise. They fixed their mistakes without a fee. On Nov 29th, 2022 I was informed that my wheel broke. I informed ******, my service advisor, that I wasnt feeling comfortable with the services that were being provided. I told him that I would repair the wheel, but that I would purchase my 4 tires (as he suggested I needed to do) from another company. It was around the holidays and I knew there would be package deals for tires. I paid the invoice of 1073.69, and picked up my car. When I was preparing to look for 4 tires for my car, I came to find out that one of my tires was the wrong size (a 45, when they should all be 40s). I called and immediately spoke with the manager, who said he would look into finding out if it was his shop who put the wrong tire on my car when I had a flat tire in 2021. After he initially denied it was his shop, I called Mercedes HQ, and that is when Mercedes Alexandria admitted that they installed the wrong tire size on my car in 2021. He also admitted that although I did not want a new tire with my wheel placement because I wanted a holiday package for 4 tires, that ****** and the mechanic charged me for a new tire on November 29, 2022 - thus I am reaching out to BBB. I am requesting a refund for the wheel, a refund for two tires, and compensation for not being able to get 4 new tires for a holiday package deal due to being cheating on an invoice and inadvertently paying for a tire. I have receipt's and invoices for all of the above.

  Business response

  02/13/2023

  Service manager has been in touch with the customer to try to resolve the issue.

  Business response

  05/25/2023

  From: *********************** <******************>
  Date: Wed, May 24, 2023 at 3:19 PM
  Subject: Complaint Number #********
  To: <***********************>
  
  Statement from Dealership
  
  Being the service director of the department, I received a call from the client and she explained that the wrong size tire had been mounted on her car and that the tire caused the rim to crack. These findings were made by another shop. I secured her contact information and asked to call her back once I had done my due diligence.  Called the client back and provided the facts and confirmed that the wrong size tire on the right rear had been mounted on her vehicle at our shop in November of 2022. During that same visit, the right rear rim was replaced due to two cracks.  I offered to replace the tire.  I decline to the replace the right rear rim that is cracked again considering a tire does not cause a rim to crack.  The total cost for replacing the tire during  the November visit amounts to $382.68 (tire @ 245.00 + tire valve @ 58.50 + weights @ 3.75 + taxes @ 20.43 & labor @ 55.00) out of the $1,073.69 paid by the client.  If the client will not accept a tire replacement we will gladly reimburse her the $382.68.
  Please contact me directly for any further information or if I can be of any further assistance.
  

  
  

  Customer response

  05/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: *********************** <***********************>
  Date: Thu, May 25, 2023 at 1:39 PM
  Subject: Fwd: Complaint Number #********
  To: *********************** <***************@mybbb.org>
  
  Hi *****,
  
  I received this message from Mercedes (below), in which they are attempting to alter the facts. The wrong size tire was placed on my car prior to the November 2022 visit. The November 2022 visit was due to the rim being cracked, which occurred because I was driving with the wrong size tire on the left side of my car - due to negligence at the shop during a previous visit. I still have the wrong size tire and I am 100% certain, by observing the wear and tear of the tire, it will be found that the tire has been driven longer than the alleged 2022 date, as it is only 2023. I stated this in the BBB complaint, and am uncertain of why Mercedes is attempting to alter the facts.
  
  Please advise,
  
  *************;
  

  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. ↩