Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a gas tank cap through the Mercedes Benz Covington online shop. I first was asked to enter my model and VIN to make sure I get the correct part. The seller offered the part for $19.50 + $4.25 S/H = $23.75. I placed the order and paid with my credit card. The seller sent me a confirmation. 12 minutes later the seller sent a request to agree to a price increase of $34.50 due to "inaccurate pricing". I refused to agree and demanded they deliver the gas tank cap and reminded them that they have entered a legally binding agreement. After several back and forth emails they sent an final email refunding my payment.

  Business response

  10/17/2024

  To whom it may concern:

  *** ******* intent was to purchase a gas gap for his vehicle. Unfortunately the gas cap he purchased was not the correct gas cap for his vehicle. Upon receiving parts orders we always verify the part ordered is the correct part for the customer's vehicle by checking their VIN number. When our parts employee noticed this, he updated the order to the correct part for his particular vehicle and notified him. We did not increase the price after he purchased the part, we updated the order to the correct part number and updated the invoice. The parts catalog occasionally chooses the wrong part, which is why it is our process to double check the order before processing it. We have had this happen before - most understand and some request to cancel the order. We do have on our website, under policies the following -
  

  Thank you for shopping with us. Please find our policies below.
  Please note that while our online catalog provides part information based on your VIN, there may be instances where the catalog may reflect the incorrect part for your vehicle. We strongly recommend verifying the part details with our team before placing your order. We cannot be held responsible for any incorrect parts ordered due to catalog errors, and any associated pricing discrepancies or returns that result from such errors will be the customer’s responsibility.
  
  If you have any other questions, please don't hesitate to contact us.

  Please let me know if you have any further questions or concerns. 

  Courtney G******

  Customer response

  10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22382231, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The seller has explained that they indeed have a systemic institutionalized "bait-and-switch" business method where they will make offers of products to the buyer even though they have no idea if the parts they are offering will fit the vehicle. They nonetheless charge the buyer's credit card. Later they inform the buyer that the part they offered doesn't fit the vehicle and a higher priced correct part is available. 

  The proper --- honest --- business method would be to first make sure they have a correct fitting part (gas tank cap in this case) and only then make a binding offer. This is the standard practice of every reputable business. It is the norm.

  The seller must now deliver to me the correct fitting gas tank cap at the originally quoted price of $19.50.

  Regards,
  
  *** *****
  
   

  
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our vehicle had a AC Leak, which was originally repaired under warranty but returned numerous times for the same reason over the first few years at a cost of almost $4,500+ and STILL the problem exists. The vehicle has been at the dealership for 6 months and they eventually found out its a Factory Defect (there is a recall for this issue) and refuse to refund the money spent to date. They suggested calling MB Customer Support who contacted the owner who stated they are not going to stand behind MB or their service department. Disappointing to say the least.They need to properly repair the vehicle and/or hold MB Corporate Responsible the the Obvious Factory Defect (especially since recall issued for earlier years with same problem)

  Business response

  07/14/2023

  To whom it may concern: 

  ****************** owns a 2016 Sprinter Van with ******* miles. ***** are no open recalls on this particular van. This van has a rooftop ** with - manually operated system with a small drain pan box. The ** condensation gets trapped in the pan and overflows inside the van damaging the headliners and other interior trim when the ** is run with the blower at its highest speed and the temperature set at its coldest setting. ****************** has had this particular van in the service departments of multiple dealerships for this concern. On our latest repair, RO *******, our dealership brought the factory in as support to correct this for the final time. The factory engineers stated the water leaking inside the van can only be avoided by manually turning down the ** blower motor from the highest setting. We confirmed this in our shop.  Our Fixed Operations Manager asked our ************* (Corporate) Sprinter After Sales Manager for assistance in reimbursing the customer for money they have spent on repairs and damaged interior they have paid to replace. He (Corporate) agreed to replace all three headliners at $3,106.37, and offered a cash refund of $2,275.00. Unfortunately ****************** is not satisfied with this offer and expects a cash refund of $4,550.66, his total out of pocket toward repairs for this issue. Mercedes-Benz of Covington's service department has completed the work of replacing all three headliners under goodwill warranty, and the vehicle has been ready for him to pick up since the end of May. Please let me know if you need any additional information. 

   

  Sincerely, 

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

   

• Initial Complaint

  08/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This ******** dealership is the worst. I'm a retired veteran an this dealership kept my vehicle for nine days with zero service. My service advisor was *************************** and she was terrible, zero communication skills on the status of my vehicle, no call backs after leaving several messages. I hate to think that my race played a part in me receiving quality service. In closing I own two ******** benz and I tried to give this dealership multiple opportunities to keep my business. But they have failed on every level to keep my business. I feel like all this time was wasted and now I have to look for another dealership to do the job.

  Business response

  08/24/2022

  Please contact this Person For Mercedes Benz of Covington ******************************* email is

   

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

  Business response

  09/08/2022

  After receiving this complaint from the BBB, our Fixed Operation Manager, *******************, personally reached out to this customer on August 25th.  He heard all of his concerns and apologized on behalf of the dealership. His biggest grievance was lack of communication which has been addressed with his advisor and since then new processes have been put in place. Our goal at Mercedes-Benz of Covington is to always provide our customers with the highest level of service and unfortunately in this situation we did not. He plans to return to the dealership and give us another shot of earning his business. 

  Customer response

  09/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **************

*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. ↩