Complaints

This profile includes complaints for Volvo Cars Fredericksburg's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Volvo Cars Fredericksburg

  1001 Noble Way Fredericksburg, VA 22401

• 

  Volvo Cars Fredericksburg

  3400 Fall Hill Avenue Fredericksburg, VA 22401

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:04/08/2025

  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 purchased a used vehicle on 1/16/25 and error lights came on 2 days later and have been in the service department 5 times since them 3 times within 30 days. I have reached out to sales manager and general manager and gotten no response. the car had electrical problems and I'm sure they were aware of this when the vehicle was sold to me. They have performed service at no charge to me, part of it was charged to the extended warranty that I purchased. I have no confidence that his car will be reliable in the years to come. I'm a senior citizen so not sure if this treatment is because of my age or just bad business or both.

  Business Response

  Date: 04/15/2025

  We covered the $300 diagnostic from the third party and accounting should have cut her check at this point. We advised that we are keeping an eye out for a quality vehicle to trade her out and would do our best to find her a better car. The vehicle has electrical issues that the shop fully believe are handled at this point. She purchased a 70K mile preowned vehicle. 
  
  Thank you 
  
  **** *****
  Sales Manager

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  After reviewing the response, I will not close this complaint until my vehicle has been replaced as **** is offering due to the fact that I reached out to all parties several times and got no response.  I purchased the used vehicle with 68K miles 3 months ago and after failed numerous attempts to correct problems, I had to get an inspection from a 3rd party to determine that all was not right with the vehicle.  I would NOT like to wait 3 months to get the vehicle replaced.  I have no confidence that the problems are resolved
  Regards,
  
  ***** ********
  
  
  
  
  

• Initial Complaint

  Date:01/27/2025

  Type:Customer Service 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 Jan 23, 2025 I had my wife call the dealership to schedule an appointment for her vehicle for service since the light is on in the vehicle. The lady that answered the phone told her what schedule ********* covered but not the cost and hung up. My wife called back and was told the cost would be over $1000 for services much of what we already had done. The person she talked with did not explain what the cost represented. She scheduled the appointment and when I researched what service B covered most of it we already had completed. So when we drove a hour to the dealership we had to wait for the service person to finish a phone call. We waited 20 mins then he ask someone to bring us to his area. I did not care for that at all. Once I told him we only needed an oil change he became arrogant and said ok well our oil change is over $200 dollars, as if we could not afford that. It was very demeaning and not how we care to be treated. I currently own two Mercedes both 2018 vehicles and I have owned other Mercedes as well as I also currently own a *** and other vehicles. No dealership has treated us in this manner. Based on our experience I will not be bringing any of my vehicles to this dealership. I had a problem with this dealership many years ago with another Mercedes I owned and I had to speak with the owner about their service department. I purchase my Mercedes and my *** because I expect an enjoyable experience of ownership of these vehicles. I have never had this type of experience with the *** dealership. The ******* dealership would come and pickup my Porsche and service it and return it. While I don't expect that type of white glove treatment I do expect to be respected and to have the cost explain and not just a number thrown at you. This was 2 hours wasted of our time because as I mentioned we live a hour away. Customer curtesy is important because it reflects if that customer will return. Overall experience was just horrible.

  Business Response

  Date: 01/28/2025

  **** ******, our Service Director reached out to Mr. ******

   

  Mr. ***** gave me some good feedback; I thanked him for the feedback as I told him I can used this information for internal training.

  I did offer Mr. ***** for him and his wife to bring the vehicle back in for a complementary oil and filter change along with a courtesy wash. He took me up on this offer, I then set the appointment for this Thursday to meet with me and get this service ************ the end of the call, he did tell me he was not looking for anything for free, but he really did appreciate the offer. 

  
  

  Customer Answer

  Date: 01/29/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  Please correct the name of ***** to ***** mentioned above.
  Regards,
  
  ***** *****
  
  
  
  

• Initial Complaint

  Date:01/24/2025

  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.

  Mercedes-Benz of Fredericksburg sold me a cpo vehicle that had a faulty battery. Drove the vehicle home got warning ?? message bad battery after I turned of the vehicle. So I was told to run the vehicle for 3 to 6 hours and the message will go away but it didn't so contacted the dealership back with the problem and I was advised to bring the vehicle back for checking the battery and it was faulty battery and I was asking to pay 600$ for battery replacement even though it was bad from the dealership. I was told you have a bad luck.

  Business Response

  Date: 01/24/2025

  ***** ****** is on the way back to the dealership with the loaner car we provided him to pick up his vehicle at no charge for the battery. 

  Customer Answer

  Date: 01/26/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ***** ******
  
  
  
  

• Initial Complaint

  Date:07/11/2024

  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 car for state inspection and possibly a yearly service. While signing for the service I was told I should do a tire rotation, so I said sure why not if you recommend I should. After picking the car up I went home with traffic I didnt get to drive it fast enough, and since I work from home I dont drive on the high way much at all. Well about 4 days later I went out on the highway and the steering wheel was vibrating heavily. I called mercedes and schedule to go back because seems needs to be balanced, and when I got there they took the car, and after couple hours I came back since i havent heard back, I was told two rims are dented, one can be fixed for about $200+ and the other needs to be replaced for $2000+ not including the labor! When I dropped the car the first time I had no issues with that, but after their rotations all this occurred. And when they did the rotation they never mentioned any issues until I brought it back myself. All sudden they were able to find the dents. Also, when I went the second time they said we will rotate your tires back to normal, and that should help with the vibration, but after driving again, the vibration is still there, just show you how wrong they are, and the least they would of done is reimburse me for the rotation that I paid for since they had to rotate it back to normal. Now they refused to pay for any damage that they caused, for a car that cost over me $110,000 to get this kind of service, is embarrassing!

  Business Response

  Date: 07/16/2024

  Unfortunately, the only thing we can determine is we did not bend the wheels. We service hundreds of Mercedes Benz vehicle a month and thousands a year. This is the only time weve ever been accused of bending someones wheels. For wheels to be bent you generally have to hit a pothole or other rough road conditions, which we did not drive in those conditions.  We offered to refund the money that the customer spent on the rotate and balance $138.21, which he declined. We also asked if he had any third-party wheel insurance that might help. He did not.

• 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 December 16, 2023 I purchased a 2016 Volvo XC90 (***). In the process I traded my car and added $10,000.00 to assist in lowering the monthly payments. At that time, all were eager to assist, listen and be available. Soon after, December 27, 2023, I returned requesting service as an indicator light appeared. Upon returning, I was asked to pay for the repairs. After going several rounds, it was decided that Huber Motors/Volvo of Fredericksburg would cover the entire cost. Initially, I was relieved and satisfied. Unfortunately, on/or around Tuesday, February 6, **** I reached out once more as another indicator light appeared and water was beginning to "pool" in the rear (trunk area). I contacted Volvo of Fredericksburg and scheduled an appointment for Saturday, February 10, ****. Upon arriving and speaking with a person in service, he explained that he would prefer someone check the *** on Monday, February 12th as those on staff that particular day are better equipped to oil changes and similar maintenance. I understood and agreed.After the *** was checked, I received a call back and was informed that repairs would cost approximately $2900.00. I explained (once more) that this should not be a cost I incur. The service representative could not make any changes, said he understood and spoke with the sales manager and others. They explained that this was maintenance and could not foresee this prior to selling me an automobile (used) at a cost of $20,000.00 plus. I shared that I did not feel responsible and was becoming increasingly concerned with the durability/safety of this new purchase. I was met with they would be willing to discount 20% of the bill OR I could come see what was available. Again, I explained that I was a bit cautious and worried, did not want to go further in debt given this experience....On Saturday, February 17th at 10:00 a.m. (est) I am scheduled to meet with them once more and possibly select a new automobile.

  Business Response

  Date: 02/19/2024

  Customer came in Saturday, 2/17/24 and left with a certified pre-owned vehicle. 

  Customer Answer

  Date: 02/26/2024

  I recently submitted a complaint referencing a recent car purchase at Volvo Cars of Fredericksburg (the Huber Group). At this time, I would like it removed/deleted/dropped as we have reached resolution wherein I am satisfied. Thank you for your assistance. ************************************** ************

  Sent from ***************************** (********************)

• Initial Complaint

  Date:12/09/2023

  Type:Billing 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 purchased a used **** ****** 4runner mid Nov 2023. Upon driving it off the lot and getting emissions checked it failed to pass emissionstest, even though the salesman assured me that it would pass. $200 later it passed.A few days later loud crunching coming from the front right tire and the check enginelight is on. $7200 repair bill for rack and pinion, tie rods, suspension and the primary air pump failure, ikely the reason for the check engine light and emissions issue earlier.Called ******************* (sales manager) and explained all this. He told me he would get back to me on Thursday 7 Dec, I still haven't heardback from him. I told ********** bought the car while home on leave from the Navy and now was deployed to *************** and didn't have much time to be going back and forth. The vehicle was a graduation gift for my daughter an we wanted a safe and affordable vehicle for her.Used or not, I shouldn't instantaneously drive off the lot and have to pay for repairs of $7200 to have a working vehicle.If a sales manager says they will call on a specific date they should hold true to their word and actually call on that date.My wife went in on my behalf ( because I'm overseas) to pick up the plates. She asked to speak with a manager about the above mentioned issues. They directed her to *******************, likely because he sold me the vehicle. He told her ""That's what you get when you buy a used vehicle". Then said "I'll at least put the plates on" and quickly ushered her off the lot.My bank refused to make payment on the issued check because the vehicle was over priced. The dealship then lowered the price to the highest amount the bank would fund and we had to get another check issued, and i still had to pay 600 out of pocket to get to **** value for the bank. The dealership got top dollar for a vehicle that should never have been allowed to be sold in the first place.This is a big problem and needs resolution.Now I have a $10,000 loan and $7,200 cc debt.

  Business Response

  Date: 12/12/2023

  Please see attached Buyers Guide and We-Owe showing the car was sold "as-is" no Dealer Warranty with customer initials and signature. 

  Customer Answer

  Date: 12/12/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The dealer didn't provide any resolution. Immediately after getting the vehicle home I had to pay **** worth of repairs. As is or not, this is ridiculous. You would assume minor repairs would be needed, not major service and safety repairs in order to even drive the vehicle only days after driving off the lot.

  What this dealership I'd doing is criminal, dishonest, immoral, and bottom line taking advantage of its customers. 

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

  
  

  Business Response

  Date: 12/15/2023

  It is unfortunate for *************, but we cant educate ever buyer on how to buy a car. We legally disclosed the car as as-is which means if you buy it, youre buying it in the condition it sits, no warranty. I sent copies with the last email of the as-isbuyers guide and we-Owe document. We sell many As-Is units and people know what they are buying. It is a risk. We would never put $7,200 in a vehicle that is only worth $8,700 otherwise no one would buy a **** Vehicle with ******* miles for $16,000. I know this doesnt help you but that is our stance.
  
  
  
  
  ************************
  General Manager

  Customer Answer

  Date: 12/19/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response from *************** is the smoking gun that proves he/ his dealership knew the vehicle needed a significant amount of repairs but chose not to disclose that information to the buyer.

  This is clearly taking advantage of the consumer and a violation of policy. 

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

  
  

• Initial Complaint

  Date:11/21/2023

  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.

  -August 25th, 2023 -I purchased the car for about 87,000$ dollars give or take. -Business was committed to provide me with the services that the car needed when purchasing the car. Things That I noticed after the purchase of the vehicle the next day.-The nature of the dispute is very long and I could not fit it into this text box: But it is negligence and very unethical behavior towards me the customer. I have proof and receipts. -The business has failed to respond or get back to me in months and they keep rejecting to get back to me. I tired all forms of reaching out including corporate and they still did not reach out to me.

  Business Response

  Date: 11/22/2023

  We are in receipt of the BBB Case #********. We have been working with ****** on and off for a while now. We are working with him as we speak to help with some of his repair issues. ****** had so many complaints we couldnt address them other than to say you purchased a USED 2013 G wagon. Emphasizing used. When we recondition USED cars, we make them safe, not new. ****** is asking for many many items, we will help him with a few.
  
  Regards,
  
  
  
  
  ************************
  General Manager

  Customer Answer

  Date: 11/26/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hello, 

  I hope all is well.

  According to the following complaint for BBB Case #********, I will reject the proposal sent to me by the dealership. First and for most, the dealership went ahead and sent me a very unfair amount for all the damage that has been done. The Sales Manager went ahead and said to come and pick up the check as if it was something very simple to ignore all that has happened, keep in mind I live about 1 hour and ***** min from their respective dealership. I purchased the vehicle used and I understand what that means. The dealership is claiming that that they provided me with the following statement "When we recondition USED cars, we make them safe, not new", yet the vehicle had neither of the following addressed to begin with. The dealership sold me a vehicle with two blown steering struts that was a major cause of the vehicle swerving aggressively while driving at highway speeds. The following items were not even addressed as part of their so called quality checks (mentioned below):

  The dealership claims I am trying to recondition the car but this is far from true, the dealership refused to take a look at the car as per requesting them to do so since binging it in on September 15th, 2023. Their service manager completely ignored my request to take a look at the vehicles major issues and I took this very personal because as a result, they put my family and I in grave danger of losing control of this vehicle at highway speeds. I am very worrisome about this vehicle going forward and very cautious when I come to drive it. This vehicle was sold by the dealership without it even being looked at once...they purchased it from their customer and just took pictures of it and put it on their website. Even the vehicle I traded in, they already had it up on their website within a few days...the car was shown all dirty and not even clean. But that is not why I am here to discuss, I am here to discuss the siltation of my family and I being put in dangerous driving conditions due to a dealership being negligent towards a customer they sold a vehicle to. Also attached are all the receipts I sent the dealer. 

  Lastly, management at this dealership has failed to reach back out to me in the last 3 months of ownership up until i made this complaint through the BBB...tell me why that is? I have made over tens of calls to the dealership to talk to anyone from the ** to the people working with him and the only person who got back to me was my sales associate. This is unacceptable from any dealership that holds a high standard such as Mercedes-Benz. I have owned multiple cars in my lifetime and not once has this ever happened to me during any of the following ownerships. Keep in mind, I have owned over 5 MB prior to this one and I am familiar with them and how to maintain them. I am in shock with how this came to be, I feel very neglected and uneasy about how a dealership this big could let me go through this knowing what they had in hand prior to selling it. 

  1. Oil was Black and has not been changed in a long time. -> dealership claimed this was done as part of their on-going Quality Checks

  2. Worn out sparkplugs that were dripping in oil which caused the vehicle to run and idle very rough.

  3. **** year old tires and they did not even offer to even rotate them or align them for me to see if the issue would fix the problem before having to diagnose it outside.

  4. Worn out engine filters and windshield wipers. 

  5. Differentials were never serviced by them as they were due.

  6. Damaged windshield that was allegedly repaired by them, but that claim was false according to the repair facility. 

   

  Please advise,

   

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

  
  

• Initial Complaint

  Date:08/17/2023

  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 purchased a Mercedes-Benz EQB 350 AMG November of 2022. I began having issues a couple of days after purchasing when my vehicle would not charge away from my home. Wirh the purchase of the vehicle i suppose to have 2 years of free charging. Delontae, the electric vehicle Subject matter expert set up the charging information again to make sure everything was properly setup. But the vehicle still would not charge. I was told to use the Mercedes-Me App navigation to start a charging session, then the car navigation to start a charging session, then to call Electrify America directly to start a charging session, then call Mercedes-Me to get a charging session going but jone of these instructions worked and at the end of July I ran out of charge and the vehicle had to be towed to the dealership. The second issue is a safety issue, it will drop speed without warning and I have almost gotten rear ended several times. I took the vehicle to the dealership and explained the problem, they said because there is not an error message they do not know what to fix. I do not put my child in the vehicle and I very seldom drive the car because I do not feel safe. I have taken the vehicle to the dealership several times for both issues and they and Mercedes-Benz HQ refuse to do anything to get the problems fixed or buy the vehicle back or any type of trade assist. I sent both a video of the car dropping speed without notice.

  Business Response

  Date: 08/17/2023

  The customer has been advised to contact ********************** Benz *** for trade in assistance. 

  Customer Answer

  Date: 08/24/2023

  We had already called MB *** and they didn't help because they don't have the recommendation from the local dealership. 

  Customer Answer

  Date: 08/25/2023

  I called Mercedes-Benz HQ several times and explained the situation that was happening with my vehicle  and I sent them the video where the vehicle speed would drop without warning and showing where the vehicle was reading the speed limit to 30 mph when the speed limit sign was showing the speed limit was actually 70 mph.  Mercedes-Benz HQ responded by saying my vehicle did not qualify for the buy or trade assist.  I felt like the Mercedes-Benz dealership in Fredericksburg. VA was pointing fingers at Mercedes-Benz HQ to approve the buy back or the trade assist and vice versa and neither side is trying to help get this dangerous car off the road or help with a trade assist.  Both sides seems to be more concern about their bottom line than the safety of their customer.  I do not allow my child to ride in this vehicle because of the fear of being rear ended which as come close to happening on four different occasions  because the vehicle riding behind me does not know my vehicle is going to drop speed without warning.  Case ID: ********* 

  
  

  My EQB 350 AMG from day one has had issues charging away from my home. I can only drive my vehicle ************************************************************* I will get stranded.  I am suppose to get free ******************************************************************************************************************************************************************* my area for me to use. At the end of July my car needed charging and would not charge. I called Electrify America and the Mercedes-Me and neither party could get the car to charge. The representative from Mercedes-Me said the error with vehicle is that "it is not giving an error message, and that's the problem". The Mercedes-Me representative eventually had to call a tow truck to tow the vehicle to the dealership. I went with the dealership's service manager to charge the vehicle and he was not able to get the vehicle to charge on thr Electrify America station.  Both situations makes this vehicle unsafe to drive Ref: CMS-2-42363847216. 

  
  

  Mercedes-Benz HQ, customer advocacy ****** called on or about August 15, 2023 stating Mercedes-Benz denied my request for buy back or trade assist.

  
  

  Thank you,

  *************************;

  Business Response

  Date: 08/25/2023

  We were able to charge the vehicle at our location in Fredericksburg, using our Charge Point super charger. We do not have a Electrify America at our location. Compared like model Mercedes-Benz, found results would not find our local Electrify America station 2 miles away. Did find one 34 miles away. Went through testing procedures and came to the conclusion that Electrify America is the result of not connecting to vehicle. 

  Customer Answer

  Date: 08/26/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The service manager and their SME went to the Electrify America location in Spotsylvania county near their dealership and did not work. Yes, they re-stated what I said on my lat rebuttal, it charged in their own Charge-Point station. I'm not able to charge there as needed.  Mercedes-Benz needs to fix the issue with Electrify America &/or give me.credit form those years.they said I'm supposed.l get free charge through Electrify America. 

  More importantly,  they're not addressing the safety issue with my vehicle. The vehicle still drops speed without any warning and they don't seem to be concerned with my family's safety. What else do we need to do to have them properly address problem? I do not feel safe putting kids in that vehicle, they need to rectify the situation. 

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

  
  

  Customer Answer

  Date: 08/28/2023

  I have read the business response and their statement is false, my vehicle connects to Electrify America but it will not charge. If the vehicle will not connect to the charging station then the vehicle will not work and I can't drive the vehicle.  Why sale a vehicle that can't be properly used? I am paying for a $60k vehicle that I can only be driven close to Mt home so I won't get stranded on the side of the road. This vehicle is a lemon, unreliable and very unsafe to be on the road and should not have been sold to anyone. Driving this car is literally putting my life and my child' life in jeopardy everytime we get in this vehicle. I do not understand why the customer safety is not ***************************"s number one priority. 

  
  

  Mercedes-Benz need to buy this car back or offered a trade assist. That is the right, ethical and honorable thing to do.

  
  

  *************************;

  
  

  Business Response

  Date: 08/31/2023

  We have checked the driving functions of the vehicle that this vehicle is equipped and confirmed that the vehicle is working as designed when completed MBUSA requested copies of all repair order and we provided them to the factory reps at Mercedes-Benz ***. MBUSA has been in communication with the customer.
  
  Based on all the information we have gathered, from our understanding MBUSA does not consider this vehicle eligible for lemon/buyback.
  The vehicle will see select Electrify America Car charging stations only.  issue is with Electrify America, not the car itself. ( this is also a known issue with electrify America and with other MBs and other Brands)
  
  Thank you.
  
  
  ********************;
  Service and Parts Director 
  Mercedes-Benz, Sprinter and Volvo Cars Fredericksburg 
  Huber Motor Cars 
  ********************** 

  Customer Answer

  Date: 08/31/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The dealetship is only referring yo charging the vehicle, if Mercedes-Benz built this vehicle to not charge away from the home then that is terrible to sell z vehicle thst you have yo stay vlose to home in fear of getting stranded on the side of the road.  They have failed to mention anytjing about the vehicle dropping speed on the highway withpur warning. If it is Mercedes-Benz's intention to put their customers in danger every time the drive their vehicle then the car is working as Mercedes-Benz intended. I have almost been rear ended three times because the speed drops without warning. I fo not feel safe in this vehicle and I hardly every driving it in fear that one day I will get in a serious accident and be killed. Safety should ***** how much money they are making off their vehicles. The dealership says my car is the only vehicle that does this, thst is more of a reason the take this vehicle back and figure out what is going on to fix this problem before someone gets seriously injured. 

  
  Regards,
  

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

  
  

  Customer Answer

  Date: 09/07/2023

  Gor the charging, we called the number MB suggested when we had issues charging and no response, no one answered the phone.  I took pictures of what was going(attached) on as proof. I couldn't take the chance again of waiting and run out of charge.

  
  

  But once again, you are failing to acknowledge the sudden deceleration. You keep saying that the vehicle is doing what MB intended it to do. If that was the case every EQB 350 would have the same TWO ISSUES. Your subject matter experts at your Fredericksburg dealership have always stated that they have not seen these two issues with any other EQBs nor EQSs they maintained. You don't see the problem with this?

  
  

  
  

  Can you provide us and the BBB proof that the speed dropping and un-abilty to charge at Electrify America stations which you actively marketed of 2yrs of free charging as you stated "it's working the way MB intended it to do."  For me the free charging is false advertising and the sudden speed dropping. If that is the way MB intended for the vehicle to operate then that should have been pointed out to me and I could have made an educated decision if I wanted to drive a vehicle that would put my life at risk. 

  
  

  I highly doubt this is how MB intended for this vehicle to work, because the service manager wouldn't have said "I have not heard of any other vehicle doing this but yours.

  
  

  ************;

  
  

• Initial Complaint

  Date:08/08/2023

  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 was sold a lemon also was sold a extended warranty that I was told covered everything under the hood which I have now found out was a lie. This company has now left me with a car that can not be used. Im extremely upset and they are refusing to make it right as they should.

  Business Response

  Date: 08/14/2023

  ****************,
  
  We would like to provide an update regarding the issue raised by *************************, case # ********.
  
  ****************** purchased a 2014 ****** Sentra and also purchased a Gold level **************** Contract. Gold is not the top of the line so there are some items that would not be covered unless you purchased the top tier warranty *********** The customer did have a transmission issue which her warranty covered. ****************** also had a throttle body issue which was not covered under warranty and we the dealer as a measure of service paid to have the vehicle transported to the Servicing ****** dealer,We also paid for all parts and labor for a new throttle body, we also supplied ****************** with a loaner car, a Mercedes loaner as a courtesy for the duration of the repair. Our loaner cars are reserved for Mercedes Customers.
  Now, the ****** servicing dealer has determined that the engine wiring harness needs to be replaced which is not covered by the Gold extended plan but would have been with the *********** If ****************** had purchased the ***** care level the harness would be covered.A list of all covered and non-covered components can be found in her copy of the purchase paperwork.
  
  BBB, we value the role you play in promoting fair and ethical business practices.
  
  Regards,
  
  
  
  
  ************************
  General Manager
  Mercedes-Benz, Sprinter
  Huber Motor Cars
  ********************************************
  ************
  
  

• Initial Complaint

  Date:07/26/2023

  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.

  Their service department is the worst service department we've ever dealt with. We purchased a Mercedes Benz 2022 EQB350 AMG on October 2022. Ever since we drove it off the lot we've had issues after issues. When we bought the vehicle it needed charge sl we took it to the closest charger to the dealership. The car would not charge until we called MerecedesMe and Electrify America. We got on the road and the car wiuld drop speed out of nowhere without a warning. We contacted the dealership several times about it. Brought it in several times and theynkept saying they didn't see anything wrong. The last time in May 2023 they kept it for weeks and nothing because "they couldn't see an error message". My wife is terrified of driving this car and the store could care less of her safery concerns. I'm writing this because she was stranded for over 3 hours unable to charge. The vehicle had to be towed to the dealership. I cannot believe we had to get to this point.

  Business Response

  Date: 07/28/2023

  ********************* spoke the customer. They found a piece of a plastic wedge from an outside charging port. It charges fine now. **** is going to look for any software updates and drive car either on Monday or Tuesday.