Complaints

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 CLA ***************************************************************************************************************************** the car. No attempt to upsell me or tell me about different features. I still purchase the car but with the purchase of a ******** you expect there to be a level of quality that I soon discovered was not a true assumption. Over time, the back windows let in air so it becomes really loud, embarrassing and annoying. The car would rumble when braking after going higher speeds. Therefore, because ******** ignored my early on feedback I had to pay out of pocket to fix that. Theres a side panel that is not completely adhered to the base of the car on the passenger side. The front passenger door sounds hollow, loose and like it belongs on a way older car. None of the other doors sound like that. I have had the car less than 5 years and its really disheartening that this was my first ******** experience. I attempted to contact corporate about this and they gave me a feeling that I would be made whole. But I was only referred back to Fletcher Jones in Fremont to do a trade in. This experience was even more underwhelming. The salesperson showed up late, was incredibly uninterested, bored and ready to get to his next big spender client who came in early during my appointment. He couldnt even tell me what my car was worth but rushed me out so he could get to his next client. I have no clue where he got his figures from to explain how he doubled my monthly payment and was still asking for $3K as a down payment. I was not told that they would be trying to sell me another car. I was told ******** would make it right with me as a customer. This was not the experience Ive heard so much about from others but to receive an underperforming and inconvenient vehicle seems really unfair as a consumer.

  Business response

  05/24/2024

  Dear **************, 

   I am sorry to hear you are not happy with your 2018 ******** **** CLA 250. I have reviewed your compliant and your service history file. The complaints that you allude to, i.e. wind noise, door noise and brake issues have not brought to our attention over the last three years of service visits. Additionally, after reviewing the Car Fax I noticed that your vehicle has been involved in two accidents. The collisions and subsequent repairs could be the cause of the issues you mention. I have spoken with the two Sales Managers that you dealt with recently and they state that they made every effort to be of assistance and work with you on trading in the **** however you found the terms unacceptable and abruptly ended the phone conversation. A transaction of this nature must be mutually agreeable to both parties. At this point, I am sure how to best move forward given the foretasted facts. 

  Customer response

  05/24/2024

   
  Complaint: 21752457
  
  I am rejecting this response because:
  The information listed in the response is completely non-factual. There was no such thing as your team making every attempt to resolve this  and yes, while my car was in 2 separate claims with my insurance carrier those have absolutely nothing to do with the issues I stated. My windows and the door in question were no where apart of those claims so that is completely and insanely false. Also, your team made no attempt other yesterday which was a very lazy and halfway attempt at trying to resolve this matter. I brought these issues to the attention of your service team multiple times during multiple service visits which there are records of. If your team fails to make notation of this interaction then thats an even more serious issue. Your yelp page speaks truth that multiple customers have had the same issues Ive had. I simply asked for resolution, even taking a look at my car yet Im accused of lies. This is sadly ridiculous.

  Sincerely,
  
  *************************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  i am not liable for this debt ************************ JONES MTRCR, i do not have a contract with ************************ JONES MTRCR they did not provide me with the original contract as i requested

  Business response

  04/25/2024

  Hello,

  Fletcher Jones Motorcars Fremont has no record doing business with you? 

  You may have directed your compliant towards us by mistake

   

  Thank you 

  Dealer Managment 

  Customer response

  04/25/2024

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

  because I don't have any business with them.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 28, 2023, I visited the ************* Fletcher Jones Motorcars of Fremont dealership (**** *******************, Fremont, ** *****) to replace a flat tire and undergo recall service and multi-point inspection, tire check and correction for my vehicle (2023 ******** EQS 450 Sedan). Unfortunately, the experience has left me extremely disappointed and concerned for my safety.On the same day, after picking up my car from the dealership, I noticed an unusual noise while driving. Worried about the issue, I decided to return to the dealership the following day, December 29, 2023, to have my car examined. To my shock and dismay, during the drive to the dealership, one of the wheels detached from my car.This incident poses a serious safety risk not only to me but to other road users as well. I find it unacceptable that such a critical error occurred immediately after the service at an authorized ************* dealership.

  Business response

  01/03/2024

  Dear **************,

  We are sorry this happen and even though we did not remove the wheel that came off your car, as a good will gesture are going to make the needed repairs to your vehicle free of charge. 

  We appreciate your business and hope you will continue to work with us. 

  Very Best, 

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

  Service Manager 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Fletcher Jones Mercedes-Benz of Fremont regarding an issue with the prepaid car maintenance package I purchased from them. I purchased a GLC from them and paid extra for a prepaid car maintenance package for a total of 4 services, with one service per ****** miles. ** until recently, I had utilized 3 of the services without any problems. However, they refused to honor the 4th one.Due to COVID-19, my car was driven minimally, leading to a delay in reaching the ******-mile **** for the fourth service. When I brought my car in for maintenance recently, I was shocked to discover that I was being charged the full service fee, with the dealership claiming that my prepaid service had expired.I promptly contacted ************* to seek clarification, only to be informed that the decision lies with the dealer. Despite my attempts to resolve the matter, Fletcher Jones ************* has refused to honor the prepaid package and has even threatened to withhold my car until the bill is settled. So I paid the service fee just so I can get my car back! I received no warnings or notices informing me that the package was nearing expiration or had expired. This lack of transparency is unacceptable, as it has resulted in unexpected charges and a breach of trust.Furthermore, the quality of service provided by Fletcher Jones Mercedes-Benz of Fremont has been subpar. Following the recent maintenance, I drove home only to discover a tire pressure warning. Subsequent inspection revealed a large nail lodged in my tire, which occurred within an hour of the dealership completing the service. Despite my attempts to contact them regarding this issue, I have received no response.I am formally requesting a full refund for the recent service, as it was covered by the prepaid package I had purchased. Additionally, I urge the Better Business Bureau to investigate this matter to ensure that other customers do not experience similar hardships.

  Business response

  12/26/2023

  Dear *********************, 

  I have reviewed your file and complaint. You state you purchased a 4 services  from Fletcher Jones, however the record indicates you purchased three of which you have utilized over the past four years. Please see the attached which clearly shows 3PPM Purchased on 3/6/19 and which expired on 6/5/22.

  With respect to the tire we cannot be responsible for nails that are picked up in the road way once you leave the Dealership or other damage. However, i am glad to look at the tire and if repairable we will do that at no charge. 

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

  Service Manager

   

   

   

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our GLB 250 had the check engine light come on in September '23. I made an appointment at Mercedes Benz of Fremont for 9/22/23 at 8AM to have the car inspected. As soon as the service advisor, ******, sat in the vehicle and started the engine, he indicated it was an issue with the cylinder heads. He also mentioned this has been a common issue they have been seeing with other vehicles that have this same engine and they have parts ready. Later that day I received a call that in order to submit a warranty claim, the service records need to be provided. *** vehicle was originally leased with about ***** miles and is currently at ****** miles. *** requested service records were for ****** miles and ****** miles services. *** services were done at *** Pit Shop. *** 20k service was on August 7, 2022. I had purchased and provided the oil and oil filter from ********** Auto Store. *** 30k service was on June 21, 2023, with *** Pit Shop providing the oil and oil filter. *** service records that I had submitted showed the wrong license plate numbers as the technician made typos on both records. For this reason I was told by my service advisor at the dealership that ******** cannot verify the vehicle was not properly maintained. I called ******** customer service and had a case opened to review the warranty claim request and was assigned an Executive Referral Manager, *******. I had placed a few phone calls to speak with the customer service at ******** to get updates as the dealership was requesting me to return the loaner vehicle. While the case was being reviewed, I visited *** PIt Shop to have them correct the license plate typos on the service records and forwarded those to ********. On 10/13/23, ******* from ******** left me a voicemail and sent an email stating that they hold the position to deny my warranty claim on the basis of "******** **** is unable to support that the vehicle has been serviced properly according to the maintenance schedule."

  Business response

  11/06/2023

  The Service records provided were submitted to ******** **** *** for review. ******** **** USA declined coverage due to the invoices lacking pertinent information. 

  Fletcher Jones does not declined or approve coverage that is up to the manufacturer. 

  FJ Management. 

  Customer response

  11/07/2023

   
  Complaint: 20831765
  
  I am rejecting this response because:

  The dealership represents ******** **** to me, the customer. I feel they should have made an effort to get the warranty claim approved by working with the manufacturer. This experience has been a failure on both the manufacturer and dealership. 
  
  Sincerely,
  
  *********************

*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. ↩