Complaints

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought my vehicle in for service to Mercedes Benz of Walnut Creek since it wasnt starting. Upon further inspection the informed me that the steering wheel lock has failed and needed replacement. I agreed to this repair estimate of $2104.95. A few days later I was sent an additional bill for further damage cause by Mercedes Benz of Walnut Creek for $838.48. I reached out to the service representative to get an understanding of what I was reading and why theres an extra charge. The estimate stated that steering was broken upon removal of steering lock. I didnt fully understand so I called for clarification. **** the representative helping me confirmed they are responsible for further damage but claimed ******** will not pay this, and things break easily on older vehicles. Im just upset because i brought my car to the actual dealership to with confidence that repairs will be done right. I didnt thing Id have to foot the bill for additional repairs caused by the mechanics themselves. We have agreed on a price for repairs yet and theyre attempting to force me into paying or threatening to charge a storage fee for the days my car sits there. Im seeking additional help to get this resolved.

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to formally lodge a complaint against Mercedes-Benz of Walnut Creek (****) regarding a deeply troubling experience involving the trade-in of my ************* S550 and the subsequent handling of repair costs.On July 12, 2024, I purchased a new S580 from **** and traded in my S550 as part of the transaction. However, my experience with this trade-in has been extremely unpleasant and unacceptable, leaving me with both financial and emotional distress.Before the trade-in, my S550 was at MBP for repairs, which were completed on June 24, 2024, with a total cost of $12,136.94. Prior to signing the contract for the new car, my husband shared all repair details and costs from MBP with the **** salesman, **************** *****. We repeatedly asked him who would be responsible for paying the repair bill. After consulting with his manager, ************** assured us that **** would take care of everything after the trade-in, including the repair costs. We trusted his words and proceeded with the trade-in, accepting an offer of $4,000 for our S550.However, after completing the trade-in, we were shocked to receive demands from MBP to pay for the repair costs. Despite numerous attempts to resolve the matter with ****, they failed to honor their commitment to cover the repair costs. MBP then informed us that they would begin charging us $150 per day for parking if the payment was not made immediately, even though the vehicle was no longer in our possession.Under duress and to avoid further financial burden, we paid the $12,136.94 repair bill on August 8, 2024. This situation has caused significant stress and has seriously affected my health, leading to sleepless nights that now require medication.As a loyal customer of *************, I find it incomprehensible that such a reputable dealership would operate in this manner. This entire experience has been a nightmare, and I am now left with both the repair bill and the title of a car that is no longer in my possession.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2019 ************* from Walnut Creek California on March 26, 2024.I am filing this complaint today on July 18, 2024. I have had to take my car back at least three different times within the last four months. I have not even had the car six months yet. First problem, the gas tank door would not open so I couldnt put gas and I was stranded on the side of the road one night. Second problem, there was a bubble in my tire a week after purchasing the vehicle. Third problem, my sunroof no longer opens and closes. I have an extended warranty that I purchased not to mention that this vehicle is a certified preowned vehicle. At the time of purchasing, I received a Carfax and a ************* certified preowned inspection certification report.On the documents that I received, it does not state or show that there were any repairs or maintenance done to the sunroof of this 2019 *************.I am being told that my warranty will not cover my sunroof repair because the car had previous work done at *************** in ***********I do not understand why if the part that allows my sun roof to open and close, why this wouldnt be covered under the warranty?I spoke with several Representatives from WalnutCreek, ******** -**** of *********, **********, And even Autobahn in *******, ******************************************** (Walnut Creek) specified I would need to bring my car back into Walnut Creek California even though my car was diagnosed on July 18 from ************* *********, ************* one point with speaking with the ************* representatives, I was informed that the warranty company through ************* will not cover because something along the lines of hardware issues. This was told to me from **** of ************* of ********* Ca today July 18th, 2024. I still do not have a clear explanation of why my warranty does not cover the sunroof repairs? And why this repair was not disclosed on the Carfax or the certified preowned inspection report.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  12/24/2023 I purchased an automobile from Mercdes Benz of Walnut Creek, I have never received License plates from them. I have went to the delarship several times and the issue has not been resolved. The ** admitted that they never gave me my plates, which should have been sent to me by law withing 60 days of purchase. I went to the *** they told me to go to where I purchased the automobile to get the plates. I have been going back n forth to the delarship over the past year without any help. Everytime I went to the delarship, they told me to wait and the plates would come. I never recieved the plates and even when I went to the *** they said I needed the plates.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The technical and electrical issues have existed since I purchased my car in 2022. My screen goes black, makes loud noises, & imposes safety concerns when driving the vehicle. It also has a current recall that was addressed however the electrical issues have not been resolved. On 6/21/24, I had a service appointment to look into the black screen and noises coming from it, however my appointment did not go through. The service department refused to accommodate me with a loaner vehicle, knowing I was traveling from ************ to the Walnut Creek location. I specifically booked at this location because I purchased my car here. The service technician, *******, stated that they are not obligated to give me a loaner even though my service would take more than a day to look into (keep in mind I booked this appointment almost a month in advance). The manager, *******, has yet to return my calls. This ongoing issue has caused a lot of loss time due to having to drive 45 + min to reach ******** dealership locations. It is unfortunate that the safety of the customers is not valued despite vocalizing the concerns. My safety concerns are not being resolved and the dealerships are not meeting the needs of their customers. I am extremely disappointed, frustrated, and upset at this situation. I have had to take time off of work to take my car in, just for me to not be able to leave my car due to lack of transportation. It is very inconsiderate and poor customer service.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to Mercedes Benz of Walnut creek to get an estimate for my new windshield replacement sometime the end of May, beginning of June 2024. Upon my arrival, there was a place available to park which was vacant, there was a cement block which will let you know to stop, mind you there is a tree just beyond in front. I then pulled up and noticed that my front bumper was hitting the cement block and then pull back scraping my front bumper, this was due to the tree roots growing under and raising the cement block which is no noticeable until you are out and looking. in which this took place, I expressed you can tell this has happened many time, service manager stated they have a construction crew on site working and they would have them fix this situation. I said that would be great, I will be going on vacation and when I get back, I will setup a time to have my windshield replaced and see what you can do about the scrapes on my front bumper. No problem was the reply. I then got into the dealership around 2pm and was teamed up with **, who I have never worked with before to have my windshield replacement. I also expressed my concern, what I was told in my previous visits to how MBofWC , should be able to correct my bumper while having the work done to my car, his statement was I doubt if there is anything we can do, I expressed this was not what I was told to me prior visits. The next day 6/18/24 I received a text of some concerns of repairs for my car where needed which were not. I replied back giving them a no response to the repairs of something other than my front bumper, and no mention of it. I then ask ** about the bumper and his reply was you can buy some touchup paint and fix it yourself. ** also stated I could reach out to my insurance as they were not responsible for the damage. ** made a stink about it, so now I would like the scratches fixed on my bumper.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ** Date of the transaction:** 05/17/2024 ** Business:** Mercedes-Benz of Walnut Creek ** Resolution sought: Exchange the *** for a new vehicle I recently purchased a certified pre-owned ************* GLS450 with ******+ miles from Mercedes-Benz of Walnut Creek. Before taking delivery of the car, I heard a rattling noise and documented it with their service department. Additional rattles and noises were observed during my ride back home. Additionally, the screen/MBUX went blank, prompting me to call customer support, who advised me to return to the dealership.Despite these significant issues, the dealership (Stevenes Creek ******** as it was closer to my house) did not have a loaner vehicle available and scheduled the appointment for 05/28. This delay and lack of immediate resolution are unacceptable. Furthermore, when I requested an exchange for a new vehicle, the MB of Walnut Creek dealership insisted on repair/service instead of offering a straightforward exchange. I do not have trust in this dealerships *** anymore and need a new car for which I'll pay the difference. I am extremely frustrated with the lack of prompt and satisfactory service. I demand an immediate resolution to this matter, either by providing a replacement vehicle or by offering a full refund. I trusted Mercedes-Benz of Walnut Creek to deliver a vehicle in excellent condition, and the current situation is entirely unsatisfactory.Thank you for your prompt attention to this matter. I expect a swift and appropriate resolution.---Feel free to let me know if there are any additional details you would like to include or if further adjustments are needed.*** anymore. Resolution needed, take the *** back and allow me to get a new one or a refund

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 3/2024 ******** **************************** and his supervisor turned me away from checking the oil leak that I paid for them to fix. ******** **** did an Emission Modification on my vehicle and talked me into having a $39 rubber ring to stop an oil leak That never appeared that I even had an oil leak and I had to pay them over $1100 for it. ***** I drove my car after the repairs my car started having a loud noise and smell like smoke. I took it back and ******** said they did not hear any noise and they did not check my car, On 3/2024 I took my vehicle back because I smelled oil leaking and smoke. ******** said I had to pay for them to check the oil leak after I paid over a $1100 to have them fix the oil leak, which included the Emissions Modification was over $10,000 in repairs according to my service rep. ***** I turned a senior citizen, ************* Walnut Creek has tried to consume my social security income. I purchased my ******** **** because it is a good and safe vehicle for me. I have owned three of them but never had a problem with service reps until now asking for more money to fix a problem I already paid for and that they caused. I only want them to check the oil leak that they said they fixed without charging me. I have not been able to drive my vehicle too far and I feel ******** **** in Walnut Creek is being unfair. I am stressed, sad and emotional feeling unhealthy behind all of this because I am not being helped. ******** said they sealed my oil cooler then why do I have a leak they wont check. Oil Leaks: One of the most common symptoms of a failing oil cooler gasket is visible oil leaks around the oil cooler or engine block. Overheating Engine: A malfunctioning oil cooler gasket can lead to improper sealing, causing coolant and oil to mix or leak.

  Business response

  04/22/2024

  Good morning,
  Ms.***** brought her car to us for an emissions modification that was provided at no charge through ************* USA on February 20, 2023. While performing the repair it was determined that there were additional repairs that were recommended to the customer. Those repairs were completed at the customers approval and the car was ready and picked up on March 1, 2023. The only other history we have with this vehicle is when the car was brought in for a recall on July 11,2022.
  Ms.***** states that she brought her car in again due to an oil leak concern in March of 2024, more than one year after the previous repairs. We would happily have inspected the vehicle, but due to how much time had passed, we would require the customer to approve a fee for the diagnostic check. If we found that there were repairs that were related to the previous repair or that could be covered by a warranty, the fee would have been waived. This is a standard policy. The customer refused to authorize the diagnostic fee therefore we were not able to proceed with the inspection. The customer took her vehicle and left the dealership. I am not aware of any further contact with the customer. We will not be making any settlement with this customer unless the customer approves the diagnostic fee and allows us the opportunity to properly diagnose her concern. Additionally, there is a strong possibility that there will be other repairs needed for this vehicle that would not be covered, and therefore an additional cost for those repairs may be required, and the customer would be responsible for the diagnostic fee as well. 
  This complaint is frivolous and without merit since Ms. ***** would not allow us to inspect the vehicle. No inspections will be done without proper approval from the customer

  Customer response

  04/24/2024

   
  Complaint: 21553803
  
  I am rejecting this response because: What ************* said is not true, They said there was no other history but that is not true, it just wasn't recorded all the times I brought my vehicle for service in 2023.  See the attached appointments in 2023. I repeatedly told ******** my vehicle was loud and I had taken it back 2/23/2023,2/27/2023, 3/23/2023, 3/29/2023, 4/13/2023, 4/24/2023, 5/16/2023, 12/22/2023, and 3/2024.My vehicle was running great before ******** did the ******************************  I reported my vehicle making noise, wasnt running right and said I smell and saw smoke coming from my vehicle after I drove it. I had to fill my Ad Blue more than 4 times in a year. Each time ****** would look at my vehicle and send for his manager but his manager would not do a diagnostic check but would send me away and say nothing is wrong. I want ******** to pay for my repairs. I feel I am being discriminated against and being unfairly treated by ******** **** in Walnut Creek. I trusted ******** **** would do the right repairs for my vehicle and hope they still would do so. 
  
   
  Sincerely,
  
  ******* Elite

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Apx. 3k so far. We bought a ******* .00 car and it broke down not once but twice with in 3 weeks. It's gone into the shop 2 separate times, and the second time ,(currently) is staying in for 3 t 4 weeks. We bought a lemon We feel, we are not WHOLE, With a cheaper loaner vehicle and tremendously inconvenienced during this time. We are looking for a New car thats all ,same make , model. Refund our payments thus far. Thankyou

• Initial Complaint

  02/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The advertised Very much misleading and wrong advertising. All they want is for you to get there and then they try to scam you into buying something else and not for which you went there for.They advertise something different and when you ask to meet in between as far as the wrapping of the car as advertised no one in the office will cooperate with you at all. Not even lower the price to compensate for wrapping the car nor provide the wrapped car as advertised. Not admitting to their tactics. I wish no one goes through what Ive gone through.They just brush you off as if youre nothing. No human connection. As if youre dealing with programmed idiots.

*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. ↩