Complaints

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid for the services at the time of vehicle purchase and I was denied service. Representative that I spoke with was rude during the conversation.

  Business response

  09/24/2024

  Dear BBB,

  My apologies for the delay.  We did miss this email completely.  I spoke to ******* *****.   He is scheduled to come in on Mon Sept 30th for service and we will address his concerns.  He has an intermittent check engine light that seems to have self-corrected itself.  Nonetheless, we will look over the car and perform a diagnostic check and a Scheduled "B" service as well.

  Much appreciated,

  Lou L******

  General Manager

  ###-###-####

  Customer response

  09/25/2024

  I will close out the complaint after the service that I have scheduled. 
  if the service is satisfactory then only I am going to close out. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a certified preowned vehicle early November, started having problem after problem within 30 days of ownership and the dealership I purchased it from is only offering to make a repair that jeopardize the safety of the vehicle.

  Business response

  01/09/2024

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

   

  We resolved the issue with Mr. ******.  We paid for the two replacement rims on his pre owned  Mercedes-Benz ***  which he purchased from us.  He agreed to accept our good will gesture and everything as far as we are aware is fine.

  Thank you.

  Call me with any questions.

  Sincerely,

  Lou L******

  ###-###-####

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership in question is an official Mercedes Benz dealership located in Greenwich ************ We brought in our vehicle for warranty repairs. The dealership performed repairs related to transmission issue. The dealership replaced the valve body as it was found to be faulty. Shortly after, the vehicle then started making mechanical noises from the front/underside of the vehicle post repairs. We brought the vehicle for further warranty repairs related to the mechanical noise issue. While the vehicle was at the dealership pending diagnoses, the dealership damaged the vehicle by causing interior damage, (they admitted to damaging it). The dealership then ordered parts to replace what was damaged. It is now FOUR MONTHS since we brought the vehicle to the dealership for repair. The vehicle is still at the dealership. The vehicle is still not repaired. The dealership states that the parts to be replaced are “pending due to shipping delays”. Most notably, the original mechanical noise issue is still not repaired and continues to exist. The dealership is now advising to “maybe take the car somewhere else”. The car is valued at approximately $100,000.

  Customer response

  11/17/2023

  The dealership called us on November 16, 2023 and again confirmed that the vehicle is still not repaired. The seats that they damaged are still not replaced. The mechanical grinding noise is still not repaired. The dealership is trying to convince us to take the vehicle back without repairs and to bring it back next year for them to “try again.” They are not providing us with any future repair dates or written guarantees that any repairs will be done. We want the seats that they damaged to be replaced, as they have previously agreed to do. We want the mechanical grinding issue to be diagnosed and repaired, and we want to be made whole for the fact that we lost use of our vehicle for more than 4 months! We brought them the vehicle in July of 2023, it is now November 17 of 2023, and we are still in the same position without our car.

  Business response

  11/22/2023

  Dear BBB,

  I had the pleasure to meet with the husband, ***** of Ms. ***.   We were able to resolve the immediate issues surrounding his wife's car that was in our service dept..   He took possession of her car last week and he returned our loaner car.  We agreed to bring the car back in a few weeks and revisit the rattle or noise coming from the car.  In my opinion, we are now on good terms with this client.

  Sincerely,

  Lou L******

  General Manager

  Mercedes-Benz of Greenwich.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MB has issued a brake booster recall on my 2008 car. on July 5th, 2022 MB greenwich came to my home & inspected and removed a sleeve part & determined that my car required this recall part and i was told that i could not drive the car. I was given the only option to rent a car and at the time of repair i could send in my rental bills for reimbursement. I could not financially afford to rent a car & feel an alternative should have been offered to me. Since July 5th, 2022 I have made numerous calls to MB corporate office, MB recall division & MB of Greenwich. I was just told today that the recall parts are becoming available & specific to the vehicle VIN #, I was also told that prior to these parts becoming available I had the option for a buy out, but now that is not an option since parts are coming in slowly. I was never told of this option. I asked MB of Greenwich to confirm that my car is on the list to receive the recall part and they said they would have to come out & inspect car again, I do not know why this was not done and if this has any bearing on my spot on the list to receive the recall. I spoke to Lou Liodoni GM of MB greenwich in the past and he offered no help, advice or concern. Bill at MB was the only one who got back to me and told me about them needing to come back out, which i am waiting for them to contact me to make an appoitment. I have been without a car for over 6 months and not received any information since July 5th, 2022 of what is going on.

  Business response

  02/24/2023

  ** *******,

  I’m very sorry that I missed your email earlier in the month.

  ** ***** returned back on February 15, 2023.   We repaired her car and perfected the recall notice.   She should be fine.

  Originally, she was one of hundreds of Mercedes owners that had a recall notice.   She insisted on obtaining a loaner while her car was marked as “should not be driven”.  That was just an unacceptable request.   She owns a 15 year old car and we do not give out brand new Mercedes loaners to a client for an indefinite amount of time while Mercedes Corporate takes months to obtain parts to remedy their factory recalls.   Keep in mind we helped many people who were affected by this recall.   She is the only one that took it to such an extreme.   There were people that had the same issues that she had with their cars and these people continued to drive their cars until the parts arrived.   Dealerships do not have an infinite amount of cars to give out for recalls such as this.   Our loaners are a courtesy that we do for our clients.  We are not required to provide loaner cars to anyone.   It is at our discretion. 

  In any case, we finally repaired the car.    We wish her well and I apologize for anything we may have done or said  to upset her.

  Please feel free to contact me .

  Sincerely,

  Lou L******

  General Manager

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

  Customer response

  02/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: the general manager’s response was incorrect to what happened, I never insisted on getting a loaner car at all I was simply looking for help with the time frame, etc. Also, the car was repaired I called and the part was in and they never let me know that it had arrived so if I hadn’t called, I may still be waiting for that call. He knew that I did not have another car and judging from his response the fact that my car is old I wasn’t even given the courtesy of a response that showed concern or willingness to find an answer. I also I was directed by him that I should just drive the car which goes against the paperwork that I signed and the recalls centers advice that if I did drive the car, I would not be covered by my insurance company as I was told not to drive it. It’s sad that we don’t have businesses looking out for all their customers. What are their car is brand new or 15 years old. 
  
  Sincerely,
  
  ***** *****

  Business response

  02/27/2023

  Hi

  I just read ** ***** response.    I remember her being in my office wanting to know why she was denied a loaner.   I explained that it could take weeks or months for the parts to arrive.   In these cases where the recall goes back many years, it is always inconvenient for the owner and we apologize.     Unfortunately for everyone involved at the time, we had no clear path as to the time frame of when these replacement parts would arrive.

  The recall letter clearly states that she can obtain a rental car on her own and that she would be reimbursed by MBUSA for  the cost of the rental and towing costs.

  Again, we apologize for any inconvenience we may have caused due to this recall.   We are here to assist Ms. Sprio if she has any questions or any lingering issues.

  Sincerely,

  Lou L******

  Customer response

  02/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Hello, loose response is incorrect. I don’t know how we can remember me being in his office as Ihello, Lou’s response is incorrect. I don’t know how he can remember me being in his office as I’ve never met him. I called him after already had waiting over five months for the part or information regarding when the part would become available. I explained to him that, although Mercedes was willing to reimburse a large portion of the rental cost. I explain to him that I was not in a financial position to put out the money for the rental, hoping to get it reimbursed without any clear end date as it was I end up waiting eight months for this part. And again the part was in, and they never called to inform me that it was ready to be installed, knowing that I was without a car and having to rely on public transportation. He totally disregarded my concerns, and no empathy was shown. It’s very telling that in his previous response he mentioned that my car is 15 years old. I think that says a lot because it shouldn’t matter how old my car is. He also told me on the phone just to drive the car where it clearly states that I am not allowed to drive the car and my insurance would have not  covered any accidents or damage that was done to my car if I drove it when I was told not to. 
   Bottom line is that he was very dismissive and showed absolutely no concern for finding out when the part would be in or any type of solution.

  
  
  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. ↩