Complaints

• Initial Complaint

  05/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had my car in for preventative maintenance service. I was told my car was great. One week later my tires in the back are bald and only ****** miles on them. The dealership did not do their job and we could have had a tire blow out and car accident

  Business response

  05/29/2024

  On 2 recent visits the customer was sent an inspection video showing the rear tires were getting low and close to the wear bar, it was also noted on the repair order from 4/12/24 which was signed by the customer at pickup.
  

  We apologize for any miscommunication.
  
  *********************
  Mercedes-Benz of Chandler
  ***************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to buy a vehicle that I could afford from this dealer ship after having it for a week I took it in for service because it was making a loud horrible noise they had it for almost 3weeks I just got the suv back two days ago heard the noise again dealer ship to return the vehicle if they took to long I told him I did not want the vehicle because it only had warranty for one year and something was wrong with already now the manager ********************* is telling me he will buy the vehicle back but not return doc fees or taxes back he didnt tell me that at first I been having lupus flares I told him I wanted the loan reversed he refused and told me dont worry he will take care of me now hes not wanting to return the taxes he did not tell me that he tells me something over the phone and in paper work something else he told me my truck was worth 45k ***** blue book value found out the truck is worth between ****** to ****** got three estimates from other dealerships credit union asked that they refund the loan they refuse give me the run around

  Business response

  05/09/2024

  The vehicle has been repaired and returned to the customer. As a goodwill gesture, we offered to help trade the customer out of the vehicle, unfortunately, there was nothing she liked that was within her budget.
  While we hope every car doesnt have issues, mechanical problems can occur, we repaired it at no cost to the customer. The vehicle is also still under warranty.
  
  *********************, GM
  Mercedes-Benz of Chandler

  Customer response

  05/09/2024

  that is correct is it under warranty for 11 months all the vehicles in there lots cost way more than my vehicle they had the vehicle for a long time Im negative in equity 4700 dollars every dealer that they sent me which they worked with said they lied my car is only worth ****** there buying the vehicle back why didnt they unwind the deal like I asked them 

  Business response

  05/10/2024

  The vehicle was repaired at no cost to the customer. We also offered a goodwill gesture to help trade the vehicle. The vehicle is also still under warranty. Our position remains unchanged. 

  Best Regards,
  
  *********************, GM
  Mercedes-Benz of Chandler

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car in for tire replacement, servicing/recall repairs on 11/14/2022. At that time, I was told that the parts needed for the recall were currently on backorder but the team would order them and give me a call when they were ready to perform the required repairs. I was also told that the side panel on my car that I requested to be fixed had to be ordered but they would call me when it was received. On November 21, I received a survey text from ******* to rate my service. I advised that I was completely satisfied with the work done but asked for an update on the side panel and the parts needed to complete the work needed to address the current open recalls on the vehicle. ******* promptly responded "I will reach out to my parts team to get an update on the part. I will let you know as soon as they respond to me"- *****************************. I never received a follow up. On 12/12, I followed up with ******* via text asking for an update sharing that I never received a follow up from her. I never received a response back. January 13th , I sent another follow up text in which she never responded. Since all of my messages are being ignored now. I decided to call the dealership. Upon calling the dealership and explaining the situation to the operator, she asked me to hold so that she could transfer me over to ******* for an update. She then came back and stated that ******* was with another client but would give me a call back. Based on the trend, you can imagine that I never received a call back from anyone. This is unacceptable business practices and I know question what the motive is. Is the company trying to allow my warranty to expire? Is there a reason why I was once provided excellent service but now I am treated as if my business doesn't matter. I am requesting to be provided with resolution from Mercedes **** Preferably I would like to see this escalated beyond ******* as I have given her a chance to rectify this issue.

  Business response

  03/01/2023

  
  ********************* (GM) spoke with ***** and arranged a service appointment to resolve all outstanding issues and recalls, work was completed 3/1/23. Tell us why here...

  Customer response

  03/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response 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.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mercedes Benz of Chandler ****************** use unscrupulous business practices. I brought my SL500 in to have a braking issue diagnosed. *****, our service person claimed that he needed to replace the battery because it was dead so that they could diagnose the problem. We paid $575 to have him spend 10 min to replace a $260 battery. **** Off Alert! I took the supposed dead battery (which was still under warranty and was starting the car fine) and had it checked. The battery is in perfect working condition. Rip Off Alert Again! We will never go back to this predatory service department.

  Business response

  03/01/2023

  The vehicle was towed in, during diagnosis the technician tested the main systems battery and per the Mercedes test report the battery was below voltage which was causing issues with the car and needed to be replaced. The perfect working condition battery the customer referenced to starting the car fine is the starter battery, which is different than the battery we replaced. We are sorry the customer is not happy with the service provided, but we stand behind the work we completed.

*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. ↩