Complaints

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Cadillac xt6 from the Mercedes dealership.I live about 4 1/2 hours away in ******** and was told everything was excellent with this car when I came to the dealership the tail light was busted out which they never told me and after an exchange of my vehicle I drove down the road for ****************************************************************************************** it was my problem the car only had ****** miles I could take it to my local Cadillac dealer and they would fix it because it was still under warranty not only that its been approximately two months and I still have not received the title so therefore I cannot get any work done on it and I cannot license it or pay my taxes in ********. When I contacted the office manager at Mercedes they told me they still had the title because they were waiting on my title to my Escalade I traded.My title was mailed to them they have the resources to look for a lost title if they cant find it but I am stuck with no title and a car that is not working properly. The lady in the office told me that they had all my paperwork ready for my title just sitting there waiting but wont send it. I have never heard of a dealership that does not send the title to a car owner. I paid for this car has it no liens on it at all.I would not recommend this dealership to anyone in my experience they lie and have vehicles that dont work properly.

  

  Business response

  06/22/2023

  The Dealership left a voicemail yesterday and has not heard back from the customer. The paperwork has been mailed and the customer is welcome to contact the store to receive a tracking number. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2019 S560 with ****** miles from this dealership. I am an out of state buyer having the car shipped to me so I specifically asked for close up photos of any and all imperfections or damage on the vehicle. I specifically asked about the condition of the paint. I was told the car was beautiful and in perfect condition with no damage.I specifically asked if the car had any PAINTWORK or body work that has been done to the car.They said no, its perfect. When in fact, the car has had parts of it repainted due to damage/accident. They also painted the wheels black which I was ok with. But you should see the quality of the paint on the wheels. It was UNBELIEVABLE. Paint running. Orange peel. Spotty areas. Rough patches. Looks like a child spray painted them. After seeing the car in person it was far from perfect or even acceptable. First off, the car had over 1k more miles on it than what was advertised and what I signed for on the paper work. The headlights are destroyed by rock chips. There are rock chips all over the entire car and windshield. Windshield has chips and scratches on it. The paint is so dull and full of scratches and damage. Theres damage on every single panel and door. Including both bumpers. The car wasnt even professionally detailed. Youd think spending over $63k on a Benz from a franchise Mercedes store youd get a little better quality. The car was also sold as a CPO and the brakes are squealing / rotors are shot. Very unhappy with this purchase. The least they could do is recondition the car properly and tell the truth about the actual condition.

  

  Business response

  05/22/2023

  After speaking with the customer. The dealer is investigating his concerns and will follow up.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During a repair visit the mechanic failed to reinstall the skid plate on the bottom of my vehicle.

  

  Business response

  04/14/2023

  The dealer has been in contact with the customer. The facility has been searched and the part is not here. The repairs performed at our location did not require the need to remove the shield as the service was performed from the top of the engine bay. The dealer has offered to assist him in contacting the other two repair facilities that the vehicle has been to within the last estimated ***** miles when the customer last verified the part was on the vehicle.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2014 550GL Mercedes, last July I had to have it towed, it went to the Mercedes service **** in Huntsville. The Service Manager at the time said it needed a new wiring harness which had to be custom made by the dealership in *******. I was recently told the harness arrived in late Feb 2023, and I have been trying to get an update, at one point the General Manager *************************** offered to buy it from me but then he backed out so I said OK just complete the service. I was told about 3-4 weeks ago that they had to have all of the mold removed from the car, which was news to me because the car did not have mold or any water damage when the car went to them last July 2022. Today I called asking for an update and was told they were still trying to get the mold removed, when I was told about 3-4 weeks ago that the mold was already taken care of. I have to call every few days and no one will call me back so I continue to call asking for an update as to when it will be ready. I was told today by someone named **** that there was no one working in the Service **** today and that all of the managers where out of town. I feel like I am being lied to and it is not fair that they have had my car for so long. I since had to purchase another vehicle and yet continue to pay insurance on the Mercedes and wait with no updates. they have had the vehicle for almost a year, I feel like I have been very patient with them but now I am not patient any more and I feel like they are lying to me, especially since ***************************, the General Manager, backed out of buying it from me. At this point I do not want to sell it to them, I would prefer to get the car back. They have had so much time. Today during my conversation with **** she told me they have not started any of the electrical repair, because of the mold problem still. I still do not even understand how there is mold in the car. I always kept the car in my garage and they have it in the back lot of the dealership.

  

  Business response

  04/07/2023

  The dealer has been in contact with the customer and her insurance Company. We are currently waiting on a response from the insurance company on how they would like to proceed. 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a former customer of ********************** Benz of Huntsville, ******* who recently purchased a 2016 CLA 250. After having the car for a few weeks I personally preferred a different vehicle that would better fit my preference of choice so I switched over to Dodge of Huntsville. When I purchased the Mercedes I also purchased a 3-year maintenance plan that cost me ***** cash. In that policy it states that I can be refunded if cancelled within a 30-day time frame, which I called to do within that time frame. Due to the lack of policy knowledge by the office staff I was told my policy could not be cancelled and that I had to keep a plan that I no longer needed. After contacting multiple staff and asking to speak with higher authority I finally received a call and he proceeds to tell me that he could not refund me because we are no longer in the 30-day time frame which I was in during my initial call to cancel the plan. Now I am out of ***** due to staff not being knowledgeable of their own policies. I will not be returning or recommending Mercedes Benz of Huntsville anymore.

  

  Business response

  03/16/2023

  The dealer has contacted the customer and clarified the misunderstanding on the terms and conditions of the maintenance coverage provided by MBUSA. In addition, those terms and conditions are attached stating in section 7.1 the agreement is non-refundable and that if purchased in **********, this agreement is amended for certain provisions.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, December 10th I picked my car up from the Lander's ******** Nissan dealership in Huntsville, ******* after it had been at the facility for transmission replacement due to a failed transmission. I paid $6800 for the new transmission. When I picked my car up, before I got out of the parking lot I noticed that the tint on my driver's side window and the tint on the back window was damaged (peeling as if it was scraped with something). I immediately text'd through chat and called (no answer) as I circled back around to the service area. I was told that the service representative (*********) who had helped with the intake and pick-up of my vehicle had already left (less than 5 minutes) which was odd and made me feel as though I was being pushed off since I was still in the parking lot. ********* finally messaged me back and told me to take photos and send them to her so that the phots could be reviewed against the intake photos taken at time of service. I sent the images immediately and waited. ********* was off on that Saturday as she made a trip into the office specifically so that I could pick up my car. So when there wasn't another response I equated it to it being the weekend. Saturday passed. Sunday passed. Monday passed. Tuesday almost passed. On Tuesday afternoon of December 13th, I messaged asking if there was an update. ********* replied saying the photos were in the inspectors office and that she should know something that day or the next day. It was the next day, Wednesday, December 14th when I was notified that they can fix the driver's side tint but can not justify the back window tint since no work was done in the back. I replied immediately stating that no work was done on my windows at all. I had a transmission replaced which is under the hood of my car. So I feel that they are blaming me for something they did accidentally or not. I don't have any children nor backseat passengers so how could I possibly have done this and why.

  

  Business response

  12/21/2022

  As the customer stated herself; we did no work inside the vehicle.  It seems unreasonable to ask us to pay another company to re-tint her entire vehicle. However, as a gesture of goodwill we have offered to retint the drivers window because its the only area we were near.  The dealer additionally offered to re-tint her entire vehicle, at our cost. An offer she also declined. 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  06/16/2021, I brought my car in because I was having issues with the gas pedal. I would push the gas pedal down (sometimes almost to the floorboard) and my car would not accelerate past 40mph. This happened twice when the car would be stopped completely at a light and then when I would try to go, my car would not go past a certain speed. I also showed my advisor a video of where the meter would not drop at all even when I had my foot off the gas pedal. The advisor guessed that it could be the *** transmission but had to run a test to be sure if it was or not. After the diagnostic was ran, it showed that there were no codes to be found and that it could have been that the rubber floor mat shifted underneath the gas pedal. During the time, my Nissan was at ****** miles and the *** warranty expired at ****** miles or on 9/20/2022. 08/17/2022, I brought my car in for the same issue and the issue was not resolved. On 09/12/2022, I brought my car in for the same issue again. During the timeframe of 09/12/2022 to 09/20/2022, Nissan kept giving me the run-around and made it seem like they were working on the issue but they did not. My advisor at the time told me that he could put me in a rental for $70.00 per day instead of offering a free rental during the whole time that they held onto my vehicle.On 09/28/2022, Nissan Consumer Affairs reached out to me after I filed a complaint and they stated that they needed some additional information so they could create a case.10/04/2022, **** was created and the decision was that Nissan will assist with 50% of the *** repair and I had 90 days to use the offer.10/07/2022, Vehicle was brought back in to receive the offer. I was told that parts were being ordered for the transmission, and was quoted $5k minus 50% off. I told the advisor to proceed with putting in the transmission and they acted like they were going to but now we are back at square 1. I have been without a vehicle from 10/07/2022 - present.

  

  Business response

  11/29/2022

  The servicing dealer and the customer are working together to duplicate the customers concern and provide Nissan North America with the required information to gain authorization to proceed with repairs.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I recently co-purchased a 2022 Rogue (Vin: J****************) at a 5.93% interest rate for 75 months. I co-signed with my grandson. For the last few weeks, I have been seeing a Nissan commercial advertising “1.92% interest rate for 72 months on 14 models”. The story line of the commercial is a bride escaping a wedding. The commercial directly references a Nissan Rogue. The commercial can be viewed at Nissan Sales Event TV Spot, 'Runaway Bride' [T2] - iSpot.tv. I called every local Nissan dealership and they either did not return my messages or said they had no idea what I was talking about. I contacted Nissan Customer Service (800-647-7261). They had no idea what I was talking about. They said they could not help me and advised me to contact Nissan Consumer Affairs on the Nissan website. I submitted the Nissan Consumer Affairs form and case number ******** was assigned. Nissan Consumer Affairs told me to call (800) 647-7263. I called and was told that had no idea what I was talking about and they referred me to Nissan Customer Services (800-647-7261). I filed a BBB complaint in Franklin Tn and Nissan Company responded that they did not deal with that aspect of the business and told me to contact Nissan Motor Acceptance Corporation. I called Nissan Motors Acceptance Corporation they said to communicate with the dealership. Landers Mclarty Nissan was the one of the dealer ships that did not return my message. I would like to take advantage of the 1.92% interest rate for at least 72 months. Tell me how.

  

  Business response

  09/23/2022

  As a selling dealer, the details of the financial agreement between the customer and Nissan Motor Acceptance LLC. was determined based off the co-applicant not having any credit history. We have offered the customer to explore refinancing options or to complete another transaction on different terms to achieve a lower interest rate. 

  Customer response

  09/29/2022

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They ran credit check over and over even after , I had backed out from buying the car. Telling them I wanted to talk to my bank first. They ran the credit check anyway. Dropping my credit score from a 711 to a 631 . We actually left before we talked to the financial department. Very upset about that.

  

  Business response

  06/27/2022

  The dealer has reached out to the customer by phone. However, due to customer privacy, we ask that the customer return to the dealership to show and discuss his financial picture and that his concerns may have resulted prior to visiting our store.

  Customer response

  06/28/2022

   
  Complaint: 17469501
  
  I am rejecting this response because: It's to far away to drive. Go ahead and close this complaint out. I know it don't matter to Nissan really. But I will never be back to Nissan. I feel it will be a waste of my time to go back. Thank you, for a fast response BBB.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our recent experience with Mercedes Benz of Huntsville was disappointing when they failed to honor a valid discount coupon for $25.00 As a long time customer of the service department, my husband, ***************************** recent service charge was over $1500.00 and ******************* refused to accept our coupon. ************** stated he already given us a discount and only one discount was allowed. Our discount coupon was a "Christmas Card Gift" from Mercedes Benz/Huntsville that has an expiration date of 4-22-2022. ******************* said "throw it away".

  

  Business response

  04/25/2022

  The dealer has reached out to the customer and are waiting for a response.

*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. ↩