Complaints

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday October 4, 2023 I went to pick up my 2017 Volvo s60 from Berglund Luxury Volvo after having it towed to the dealership two days prior in order to repair misfires that were occurring. I had it towed as a precaution so that no further damage would be done while driving. I spoke with the Service Advisor a couple times during that period to advise that spark plugs and ignition coils 1 and 4 had been replaced at another auto repair shop in order to attempt to repair the misfires which worked for a while, but ultimately had not fixed the issue. *** ******, the Service Advisor, called to let me know they had repaired the Volvo on Tuesday October 3, 2023 and so like I said, Wednesday I went to pick up the vehicle. *** told me that the spark plugs had not been replaced and the manufacturer spark plugs were in the vehicle and gave me the plugs to take with me. He stated that this fixed the problem and insinuated the other shop had been dishonest in the replacement of the plugs. The invoice I received shows both that he was aware that the other shop had replaced the plugs and that he stated that the original plugs were still in the vehicle when they replaced them. I paid $499.64 and left with the box of the removed spark plugs and my “fixed” vehicle, them doing less than the last previous repair shop, but convincing me that they knew that the plugs hadn’t been replaced and they had fixed the issue. I get home and examine the spark plugs they had taken out, they were carbon fouled and it was clear that they were new and that there was an issue that had caused them to be carbon fouled. They could have been cleaned, and used again, however any mechanic should have seen this. There was a much deeper issue causing the spark plugs to foul and the misfire occurrences. This is detrimental, if not taken care of, to the motor of a vehicle. I drove a couple days and the misfires happened again, as they should have since nothing was repaired. I took precautions enough to have my vehicle towed to them so that I wasn’t driving it with the issue, and I end up driving it with the issue anyway because Volvo said it was “fixed”. I’m not sure if there has been further damage to the motor from their lack of service, but I do know that I have wasted money on them. I called to speak with ***, in which he made tons of excuses and never admitted to anything, only said that they would be happy to do another scan “free of charge”. They would not even allow me a loaner vehicle. He continuously made dishonest statements to me so I knew I was getting nowhere with him. I then attempted to contact the general manager of the dealership. Every time you call and ask for him, the girl says he is in a meeting, takes a message, and curiously asks if it “is for a good reason or bad”, screening his calls I guess. The last time she sent a message to both the service manager and the general manager to return my call, and I have still heard nothing. I contacted corporate Volvo and they said the dealership would have to handle the situation and they would be calling me in 8 days or less. I attempted to talk to someone at the dealership for 9 days before calling corporate on October 19, 2023. I still as of this day, have heard from no one. Also, as a side note, they said they did a free Volvo multipoint inspection which was a $130.00 value. When I got home of the dealership I saw that my coolant was low and my air filter was needing to be changed, both things could have impacted the issues with the misfires. So obviously not even that was done. I am glad I double check things under the hood after repairs. I am happy to provide more details with anything regarding this situation or any dealings with this dealership.

  Business response

  11/13/2023

  Roanoke Luxury General Manager ***** **** refunded Ms. ******* the Parts and Labor for the spark plugs in the amount of $ 340.75 on her card Friday

• Initial Complaint

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  September 28th2022 I had my car towed to Luxury Roanoke Mercedes bc I needed a new key fob bc my original one was damaged. I was dealing with a service advisor named ****** *********. Also they were going to do a brake recall while it was there 2 weeks go by and I'm driving a family members car for that period of time. I called and my car was done . They never contacted me. I told them I needed paperwork and a receipt they said they would mail it, still havent received anything. So I was on my way there which is a hour away. I get a call from service asked mei if Start Go button was working, prior to it being there.i said absolutely not a problem. Then he tells me it doesn't work. I said well it did before it came here.so I asked for a general manager. He told me they didnt have one. That to fix the Start Go.button it would be $1500. .I told him it was working and they shoukd be responsible bc everything was in working order till It sat up.there for 2 weeks.as I received no call about this also a recall for my brakes was supposed to of been fixed. It wasnt. So then I get a call from a service manager at main Berglund store and he said I know touve had ornlens we can fix it for $1000. I told him it was working and I should not be responsible bc its something you all did while . Programming my new keyfob. Prior to this I took my Mercedes there for a service B which was $380. I got a booklet I read it when I got home it said do not drive car. Bc 2 tires had wires sticking out on the inside where it was not visible. Me and my fiance could of died driving it back home.Noone told us face to face! Which should of been done. I want my Start go button fixed and they are responsible for it. They will not take ownership, they've lied to me gave me false statements etc. You name it! Also theres a lady who sends out servey about your service and she put on my email if you dnt give us 5 stars call me first. They never sent me one.

  Business response

  04/19/2023

  Ms. ********* had her vehicle towed to Berglund Luxury Roanoke.  She had washed her key fob which damaged it and rendered it inoperable.  Because the fob did not work, and because there was only one fob, the vehicle could not be started or driven, so it had to be towed to our dealership.We ordered a new fob from Mercedes.  Contrary to Ms. *********’s statement, there is no programming required for the new fob.  We have explained this to her.  When the new fob arrived, the technician simply removed it from the package and tested it by removing the start/stop button and inserting the fob.  The vehicle started and everything worked fine.  The technician informed the service advisor, who informed Ms. *********.  The vehicle was then driven from the shop to the Mercedes service lane.  There, the service advisor tried to start the vehicle by using the start/stop button, but it would not start.  That is when the service advisor notified Ms. ********* and asked whether she had problems with that button.We diagnosed (at no charge to Ms. *********) the issue as a defective module in the vehicle.  Because the vehicle could not be started when it was towed to us, there was no way of knowing that there was a problem with the module.We did not break the module or do anything to cause it to fail.  We never even touched the module.  We had simply removed the new fob from its package and inserted it into the vehicle.  It is impossible to damage the module by doing this.To make sure that the problem was not the new fob, we returned the one that we had received from Mercedes and ordered another one.  When that arrived it worked fine.  This confirmed that the problem was with the module.The fact that, according to Ms. *********, the start/stop button was working before her fob was damaged does not mean that the module did not fail on its own.  The problem is not with the button, it is with the module in the vehicle.  These modules do fail, especially on older vehicles (Ms. *********’s vehicle is a 2012).  As a sign of goodwill, and notwithstanding the fact that we did not cause the problem, we offered to replace the module without charging for the labor involved.  Ms. ********* has declined this offer.The invoice and credit card receipt were mailed to Ms. ********* a while ago.  We can send these documents again, either by mail or email.As for the brake recall, Mercedes did not have the necessary parts to perform this work.  That explains the delay in that work.  The parts are now available.We do not understand the comment about not having a general manager.  This dealership has always had one.  It is possible that he was not in the dealership on the day she asked for him.As for the tires, attached is an invoice from that service visit.  The document clearly states on page 2 that the tires are not safe to drive due to steel cords showing.  This invoice was signed by Ms. ********* as part of our normal procedure.  We would have been happy to put new tires on her vehicle, but she chose not to get them.Finally, we do not send out the surveys and we do not control who gets a survey.  It is likely that Ms. *********’s vehicle did not qualify for a survey.In sum, there is a defective module in Ms. *********’s 2012 Mercedes that needs to be replaced.  We remain willing to do the work for $1,000, which represents the cost of the part.  We will absorb the labor charge of $500 as an accommodation to Ms. *********.Please contact us if there are any questions.

  Customer response

  04/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *********

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to request reimbursement for a rental car. My car had a manufacturer's issue and was in the shop for two weeks. I reached out to Mercedes-Benz USA and was approved for a rental since the dealership had no loaners available. In these situations, Mercedes' policy stipulates covering a rental car while the car is being repaired. I have talked to multiple agents who indicated that the responsibility for reimbursement falls on the dealership. I am seeking full reimbursement for this issue that occurred in September 2022. Detailed below are the actions taken to recover the rental costs ($973.13). Detailed phone records show when I reached out and the response given by each agent. A copy of this request has also been sent to the Consumer Financial Protection Bureau. 09/14/2022: Approval from Mercedes-Benz USA and given case number regarding renting a vehicle while vehicle in service: ************* (email attached) 09/14/2022: Car Rented from ****  09/14/2022: Sent approval from Mercedes to Service Manager handling this case at Berglund Mercedes-Roanoke: **** ******** ****************************  10/03/2022: Rental returned and final invoice sent to **** via email (****, receipt for $973.13--email attached) 10/27/2022: Message sent via text to **** requesting an update on reimbursement 11/14/2022: **** indicated to Mercedes that he never received a C1A to submit rental reimbursement  From Mercedes customer service - Email sent to the dealership on September 14--reimbursements go through the dealership No updates since December - agent advised that reimbursement goes through the dealership --advised to submit a rental receipt, which was provided on October 3, 2022 by email Called Mercedes-Benz USA on Feb 2--told that reimbursements are handled by the dealership. Mercedes agent (following my call in December) Documents were requested from the dealership in December. 

  Business response

  03/21/2023

  MBUSA has reimbursed Ms. ****** her for her rental car.Thanks,***** ****GM Roanoke Luxury

  Customer response

  03/23/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.e can close this complaint when check has been received.   Regards, ****** ******

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