Complaints

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a corroding subframe replaced by the dealer which i had to replace because the vehicle was unsafe to drive because of the subframe. I asked about them covering the cost of replacement of subframe and service manager refused to assist and would not communicate with me or escalate the issue as I requested. I now find this information on the internet. Warranty extension: ************* extended the warranty for the rear subframe on certain models to 20 years or unlimited miles. Plaintiffs' response: Plaintiffs in the lawsuit were disappointed that ******** only took action after they were informed of the impending lawsuit. They also said that the extended warranty is inadequate because it doesn't warn owners of the risks associated with subframe rust. Ongoing legal action: The legal action against ************* is ongoing.The lawsuit claims that the rear subframes in certain ************* vehicles have a dangerous defect that causes them to rust or corrode prematurely. This can lead to a sudden loss of control for the driver, especially at high speeds. a The lawsuit seeks to represent owners and lessees of the following ************* models:

  Business response

  10/01/2024

  This matter has been resolved. The client brought their 2013 ************* C300 into service in November of 2022 after another service garage informed her that her subframe required replacement. The client paid $3131.40 for the replacement of the subframe. Her total invoice came to $4848.23 because the service interval was due, components in the front of the vehicle (liners) were damaged and needed replaced, and rear coil springs were also replaced. At the time of replacement there was not an extended warranty or any form of warranty on the subframes and ***** would not cover the repairs. In March of 2023, ***** issued an extension on corroded subframes and would replace the subframe if the subframe had a hole in it due to rust. The client came in for repairs on September 16, 2024 and the vehicle had several issues that resulted in a quote of $7,800 of repairs needed on the vehicle. Client brought the matter to my attention via a negative ******** review. She stated that she had been trying to get reimbursed for her service bill of $5000.00 from MBUSA and was unsuccessful. I brought the matter to ***** to see what could be offered and they would not assist in reimbursing of subframe. However, they wanted to assist the client in the repairs that were currently required on the vehicle. As a goodwill gesture, I also contributed to the repairs as a dealership to support the client. The client received $4,000.00 in goodwill contribution towards the repairs. This was over $800 more than what she had paid for the subframe replacement in November of 2022. The client only paid $3,8000.00 for repairs needed on her vehicle. The client has already paid and picked up the vehicle. This case was resolved amicably between the client and the dealer.

   

  Sincerely,

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

  General Manager

  Mercedes-Benz of Pittsburgh

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After getting 3 years of being charged for things i shouldn't have, i finally had enough of the confusion and asked what in the world my extended warranty did cover. Only to find out my warranty that was purchased in 2021 had “never popped up” until that day. I have been working with this service rep for years who had multiple things fixed for me on April 9th that my warranty covered. I was mischarged for diagnostic labor on this service. And before my warranty “popped up” I was being charged about $1300 to have them fixed. One thing that was fixed was my parking break actuator. This failed in 2022. I mentioned my warranty to a different service rep when my car was having the issue and was told it wasn’t covered which indeed it was, So I’ve been driving around with a broken parking break actuator for 2 years for no reason. I had to then ask if had been paying for things i shouldn’t have and go over maintenance with the rep and have a check written to me for payment that wasn’t necessary. I really appreciate this employees help and she was very kind and apologetic and I understand mistakes happen. But I feel like I have been scammed by Mercedes. I would have spent so much unnecessary money because of their obliviousness. And had i not Mentioned the return of my money, i wouldn’t have that either. The employee was very apologetic but nobody higher up reached out or apologized in any type of way for all of this frustration and confusion on their end.

  Business response

  05/14/2024

  To whom it may concern,
  

  Thank you for bringing this concern to our attention. I apologize, as I had not received any previous notification of this concern or would have addressed it much sooner. My service Director has resolved the issue with the client over the phone and then sent a follow up email that detailed our resolution with the client. Please see below:

  "We at Mercedes Benz of Pittsburgh apologize for any inconvenience that we may have caused over the miscommunication related to your warranty coverage. After careful review of all service invoices there are two service transactions that require reimbursement. The first occurred on October 4th 2021 for a broken brake wear sensor, the cost associated was $86.73. The second occurred on March 4th 2022 for the diagnostic on the brake actuator, the cost associated was $143.95. Total reimbursement for warrantable repairs is $230.68. Again we apologize for any miscommunication during the service process, and strive to make every client interaction the best that it can be. Reimbursement will be sent by check to ****** ********. Mercedes Benz of Pittsburgh will also be providing the client with one free oil change and a free complimentary detail on the 2017 GLA to be completed at the clients convenience."

  At Mercedes-Benz of Pittsburgh we strive to make sure that provide exceptional service to all of our clients. We acknowledge that mistakes or miscommunication can happen. We will do everything in our power to correct those errors and maintain a positive relationship with all of our clients. Please let me know if you have any questions or concerns about this complaint resolution. Thank you again for bringing this matter to my attention.
  

  Sincerely,

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

  General Manager

  Mercedes-Benz of Pittsburgh

  Customer response

  05/14/2024

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  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. 
  
  Regards,
  
  ***** ********

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