Complaints

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The MB Littleton service department is the worst experience I have ever had as a car owner. Just in the past four months my GLB has had to be in the shop three different times. Keep in my my car is 3.5 years old and low on miles. My cylinder leaked, my car was overheating, and then my car overheated again. Every time I bring my car in (aside from cylinder leak) they insist nothing is wrong, and sure enough, I leave and then it breaks down. Their lack of knowledge or ability to fix cars has just cost me $2,500 in extra travel expenses, between unexpected hotel costs and and a uhaul/tow trailer to get my car to *******. Im moving cross country and my car overheated AGAIN and broke down 200 miles into the trip.

  

  Business response

  08/24/2023

   

  In May the vehicle was brought to our service department with a 'check engine' light on with an acceleration issue and slow start issue. The vehicle was diagnosed, and multiple seized fuel injectors were identified and addressed. vehicle was tested and driven prior to return to client and faults were no longer present. Days later the vehicle retuned with an overheating issue. There was not a check engine light present or active system codes to reference. The coolant temperature issue was however replicated and determined to be a faulty thermostat which was replaced. Vehicle was tested and operating per manufacture specifications when returned to the owner. This thermostat issue does not appear to be related to the previous injector operations and there was no charge to the customer for any of these services as they were covered by warranty. Thermostat replacement is not an uncommon issue with this vehicle model. 

  We have not heard from the client since the last service visit in May but given this feedback we now understand that the vehicle was recently driven cross country and was serviced in ******* with an overheating issue. We were not involved in that process and are unaware of the specifics of those faults and repairs. We do understand that this has been a difficult ownership experience with a multitude of technical vehicle issues. We are happy to further evaluate technical details as we fully stand behind the work we perform and are committed to customer service. We will reach out to the vehicle owner to further address this matter. 

  Customer response

  08/31/2023

   
  Complaint: 20424940
  
  I am rejecting this response because the business has not reached out to discuss this matter further, despite saying they would.  Furthermore, after having my vehicle *******d by the local ********************* ******* center, it was determined the thermostat replaced in May had the screen left on it when installed.  The screen is supposed to be removed during installation to allow proper air flow and for the thermostat to work properly.  Not only did this negligence directly result in unanticipated expenses to move my car to *******, it undoubtedly has caused additional (though may not be visible) wear and tear on the vehicle from the the excess heat on all miles and time driven since the May ******* appointment until it was *******d in ******* on August 7th.
  
  Sincerely,
  
  *******************************

  

  Business response

  09/20/2023

   

  Thank you for the follow-up feedback. We will be in touch for further details to better address this. We looked into this matter after the previous feedback and the repair information indicated a defective thermostat. Does the repair order state improper installation as described in the feedback? It appears the replacement was covered under warranty with no operations indicating improper installation. 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a preowned CPO MB 400E wagon on June 24, 2023. Price of the car as advertised was $42,499. I was charged $42,899 plus a dealer fee of $599 for a total of $43,498. I had agreed to $42,499 minus the dealer fee ($41,850) plus the dealer fee added back on as they "had to show the dealer fee on all transactions" (back to $42,449) I did sign the paperwork in the finance department. I believe I was deliberately given different numbers in the finance department to see if I would take the bait. Why charge more than current asking? I was informed that the papers were legally binding and there was no going back. Very disappointed.

  

  Business response

  06/28/2023

  The vehicle list price was $42,499. We will review the sale documents & terms and follow-up with the buyer directly to resolve. We apologize if there was any confusion or errors regarding the agreed upon sale price. We look forward to resolving. Thank you 

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

  General Manager 

  Mercedes-Benz of Littleton 

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

  Customer response

  06/30/2023

   
  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.

  ******* at Mercedes Benz of Littleton reached out to me and acknowledged that the transaction pricing was not correct.  The list price, dealer fee, and taxes paid will be adjusted and MBOL will send me a check in the mail as refund.

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

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  04-8-2023 the vehicle was serviced I received my invoice for "agreed service items" and the camshaft position sensor was not on there. But they told me it was a broken camshaft on the phone and the workorder said the camshaft was misaligned...The vehicle went in at 69k miles.. and came out via the work order as 29k... it went back in miles. This issue was not the first nore was it the worst issue.I noticed from the beginning as this dealership was reluctant to give me the loaner something was up. Whilst on my second loaner... because unfortunately this took 66 days to get me a invoice or a breakdown on parts that will be usd but instead i recieved a work order of parts used not even a completed summery as to why said parts were replaced and not repaired instead. When contacting the manager I was told "you should not have agreed to have us work on it if you did not agree with the price" knowingly charging me x3 for some of the parts.Knowingly charging me double the labor cost and also charging me double the time... where as I clearly expressed to him and his team multiple times this should be a warranty issue this is too much money. And also providing them with the proof of where to look, and to what FEDERAL warranty covered this. I feel bullied and discriminated against overcharged for bieng black i demand them trade this for a new paid off current model and my choice of color. I am afraid they do not know what they are doing mechanically and will be putting my safety and my children's safety at risk. The parts replaced also included via the part number parts that weren't assigned to my vehicle. If a ******* part was on my vehicle then a ******* which is camshaft related needs to go back not a ******* they are just using random parts and by chance i am incorrect I was deceived and did not sign and never explained to anyway as of why it's replaced in the first place not to mention I am a veteran.. I got a markup of 100-200% on items and service. It's an outrage.

  

  Business response

  07/03/2023

  The vehicle repairs and pricing were agreed upon prior to performing any work on the vehicle. After the dealership performing the requested work the client has refused to pay. Warranty coverage is not applicable for these repairs and was communicated as such upfront prior to any repairs being performed. The dealership performed the repairs properly. The quoted and agreed upon pricing was correct and the dealership has offered a discount as a gesture of goodwill. The dealership provided a new ************* loaner vehicle which was damaged by the client and the client has not paid to fix the damages.  

   

  Customer response

  07/03/2023

   
  Complaint: 20213193
  
  I am rejecting this response because:
  The loaner vehicle has nothing to do with the issue at hand. But it was never inspected and there are 3 seem to be intentional holes. I will gladly trade out my vehicle for the loaner vehicle since this whole deal is in violation of

  42-9-104-1-a

  42-9-104-2-a-1

  42-9-104-2-c-1-2

  42-9-105-1

  42-9-107

  42-9-108.5

  42-9-111-a b, g, h, I

  42-9-111-b

  42-9-111-c

  42-9-111-g

  42-9-111-h

  42-9-111-i

  I  was never given an estimate or completion date during any if this.

  No written consent and no type of oral estimate entailed what parts were replaceable or repairable or which parts they were. Nor was I given the knowledge that this needed to be done for my vehicle to start or not to start. After completion when asked why they did this I was informed it was due to rough idle.... we agreed to have the camshaft repaires and camshaft sensor replaced. And the camshaft sensor is still not replaced. The incorrect mileage was put onto work order then remitted I am very unsure of the work done and feel unsafe with this kind of repair work if the capabilities of the technicians cannot cpmplete a simple task like reading the correct odometer reading l, or was it changed to get me out of the ***** warranty range? Whatever it was or was done or was not done ihas brought me into question the integrity of the techs now the owner for allowing this to happen without knowledge of the law and my safety.

  Colo. Rev. ***** 42-9-112

   

  You are in violation of said statue. And i would advise reading 

  42-9-113

  And I would appreciate this be handled with haste.

  My demand letter will be arriving the 5th of july for holding my vehicle this long without returning or replacing with a newer one not touched by your facility yet.

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

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2013 ******** **** C300, at time of purchase these issues werent there but by the second day of having the car (my son drives it so he noticed) there was checknfront lamp warnings and nobody can sit in the car because the front passenger seat doesnt move up at all it moves in weird diagonal way which isnt supposed to move that way, I was sold really a piece of junk and the only solution to my problem was theyre only going to paint my bumper only and thats it which is not cool. I want the front passenger seat fixed and lamps fixed. I also had their dealership tires pop on my first week having this car but Im not complaining about that.The vin is *****************

  

  Business response

  03/22/2023

   

  We have reached out to the client. There is a service department appointment scheduled to address the vehicle further. This is a 10-year-old used vehicle that was sold as-is.

  We will absolutely follow-through on any and all commitments made as part of the sale. We will address any additional requests with reasonable and practical solutions. We look forward to the upcoming service appointment. 

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2017 ******** G-wagon on December 13, 2022 for $89,000+Car was shipped to me on January 13, 2023. Multiple repairs were needed that were not disclosed at the time of sale. I contacted my salesperson several times and was ignored. Horrible customer service after the business received my money. I finally received a response after emailing the sales manager on 2/7/23. My salesperson emailed on 2/7/23 and said they would be sending a headrest and ashtray via ****** I have not received anything. My emails are being ignored. Multiple repairs were reported at the time of delivery. These repairs include:1. Driver side seat broken, inside and out covered in cement 2. Outer trim lifted, broken 3. Multiple chips on the windshield 4. Rear passenger ashtray, and rear headrest missing 5. Car misaligned Brought the car to local ******** with a repair bill of $2510.42 to repair alignment, broken seat, and broken trim. This bill does not include the windshield repair or missing ashtray and headrest. The original listing also stated the car had a heated steering wheel which is does not.

  

  Business response

  03/22/2023

   

  We have reached out to the client to further address this matter. A Replacement ashtray insert & the rear middle headrest are being provided by the dealership to the client. We performed an alignment prior to selling the vehicle, if a new alignment is needed that *** be due to the strap-down force from the shipping of the vehicle the client arranged for delivery to their location.  

  Our customer experience administrator is working directly with the client to address this matter. This pre-owned vehicle was sold as-is and not represented otherwise.  However, we understand the clients requests and are in touch. 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  - [ ] ODE/MERCEDES BENZ LITLTO Inquiry: Jun. 28, 2022 is unauthorized, not mine and I did not make it. I ask you remove the inquiry from trans union, experian and Equifax immediately or I will take legal action against you.

  

  Business response

  07/30/2022

  Thank you for bringing this to our attention. If you have encountered identity theft and someone fraudulently submitted a credit application to us with your information we will request the inquiries be removed from the credit bureaus. 

  Please call us ************ to discuss any further details of this matter.  We look forward to resolving this matter promptly.  Thank you. 

  ************************* General Manager Mercedes-Benz of Littleton. 

  Customer response

  07/30/2022

   
  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. i am helping sick family with covid but remove the inquiries they were not me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I found a pre owned 2017 AMG G 63 that I told them I wanted to buy. I was going to pay cash for the vehicle. We negotiated a price of ********** I am from out of state so I would be paying for the taxes in ***** when I register the vehicle I my home county. They said that they would take out the taxes and pay the county directly for the tax on the vehicle. That didnt sound right but I agreed. I told him my private bank allows me to wire the funds directly to them up to 10 pm we dont need a bank open. I can wire the funds directly same day almost instantly. He brought me out an iPad to make the wire. I logged onto the bank through the server as bank instructed I logged into my accounts. The bank sent me multiple codes to my cell phone verifying it was me I talked to them twice verifying my voice and my intentions. I put in all of my credentials user ID and password I told them its ready to go for their information for recipient of funds he said okay the manager will be here to put the account number in we started signing papers on the vehicle when Completed the stack the I pad was still waiting for the receivers account information and the amount is all it needed then to hit send button the iPad had timed out so salesperson had to open the iPad back up but the banking app had not timed out I see in the corner of the iPad that there was an app running that said bank account summary that was behind the page that I was using. I told the salesperson why havent you typed in yalls account number so that we can complete the sale. He then acted as though he had no intention of putting in their account information for them to get paid. He said no its to late to verify acct info I said no you can 24/7 So I quickly logged out of my account and said. You had no intention of putting the receiving bank account info he just wanted me to put in all of my information He said it was to late to verify acct info I said no you can 24/7 if funds went through I asked fo

  

  Business response

  02/21/2022

   

  Client was notified upfront that the vehicle could not be delivered until the funds were received. At approx 6pm the client attempted to initiate a wire from a ipad through his account interface. The sales person informed the client that we likely would not be able to receive the wire at that hour  as the banks are closed and will not post until the following business day. The client continued to attempt to complete the wire and the client requested the dealerships banking information, the sales person told the client he would need to discuss that with our business office of which he was coordinating and apparently then the transaction timed out on the device the client was using. The client was then frustrated and left the dealership and declined to further pursue the purchase. The dealership never requested any bank account information from the client and does not have any such information on file. 

*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. ↩