Mercedes Benz of Escondido

Dear [redacted]:In response to the complaint we received, ID [redacted] concerning [redacted] E550. Just to clear up a few things mentioned. The first communication she had was with the Mercedes-Benz USA national Roadside Assistance center. They assisted her with the towing arrangements...

and had the vehicle towed to a collision center. Mercedes-Benz guidelines instruct the tow companies to tow a vehicle to a collision center whenever there is accident damage. The vehicle was towed to Caliber Collision in Escondido, they are Mercedes-Benz certified but independent from our Dealership. Our Service Manager was the person she spoke with when she called and he determined that the vehicle went to the collision center and not our Dealership. She was requesting a loan car from us but unfortunately he had to inform her that we do not provide a loan car for collision damage. We advise customers to contact their insurance company for alternate transportation during the collision repair due to the time involved for repair and insurance company processes.Any concerns or comments she has about the MBUSA program can be directed to the MBUSA customer assistance center at [redacted]if you have any questions or need any additional information please contact me directly.[redacted]

Review: Mercedes-Benz of Escondido advertised on their website a car for sale (stock # EN105177) on July 13th, 2014 for $28,870. When I drove to the dealership and spoke to the salesman he said "that car doesn't exit" and "I don't know why they keep listing that on the website." **NOTE** Salesman is not saying the car was just sold I and was too late. The salesman is saying the car NEVER existed and despite Mercedes-Benz of Escondido's ongoing knowledge of the falsity of the advertisement the advertisement continues to run, presumably to draw traffic to the showroom.Desired Settlement: Sell an identical car to me at the advertised price of $28,870. Since the car doesn't exist, it would require ordering one or trading for one from another dealership.

Business

Response:

August 1, 2014

The Revdex.com

4 7 4 7 Viewridge Ave #200

San Diego, CA 92123-1688

Dear [redacted]

This is in response to complaint ID [redacted] sent by:

The vehicle that [redacted] referenced was on the website with Mercedes-Benz

pricing. There are no CLA250C produced at that price. The base price is $29,900

plus a Destination charge of$925.00, plus any accessories. (See Attached) Also

attached is a screen shot of our website page with the aforementioned car. Please

feel free to communicate with me with any other questions you may have

concerning this matter.

Sincerely,

[redacted]r

Review: We went to look at a vehicle on the lot. Got there and one of us test drove the vehicle. Before the second one of us went to test drive the vehicle. we asked for a carfax, to review it, and they failed to get that to us. Once back from the test drive, immideatley walked us into the finance department to fill out a credit application. Failed to discuss details with us, regarding the vehicle, and failed to get us the car fax. Partially filled out the credit application, and held onto it and again for a third time, asked for the carfax, obtained it, noticed the vehicle had been a rental, and walked away, with the credit application in hand, unsigned. Approximatley a month later, got a notice in the mail, stating that we were denied credit. Credit scores would say otherwise. However I feel they were trying to meet some kind of quota. They obtained our credit fradulantly, and without our authorazation. Now we show that we were denied credit, when we were not applying for it. I spoke to a [redacted], who claimed that they did have our information, but refused and could proved documentation of our signature and authorizing. In all honesty, their entire process was scummy, uncomfortable and in a way degrading.Desired Settlement: I wish for them to contact ALL credit reporting agenicies, equifax, experian,and transunion, and remove the request for credit. To admitt this was fradulant for them to obtain their quota, and they did so at the expense of customers.

Business

Response:

Ms. [redacted]

Revdex.com

4747 Viewridge Ave #200

San Diego, CA 92123-1688

Dear Ms. [redacted],

This letter is in response to [redacted] ‘[redacted] complaint [redacted].

Mrs. [redacted] complaint is that we ran their credit without authorization. We would never do that

and we certainly do not have quotas or goals dealing with the credit reporting agencies. We

could not run a credit inquiry without the personal information that was given us by Mr. and

Mrs. [redacted]. Information is needed that no one would know except the applicant. Mr. and Mrs.

[redacted] supplied us with the information needed and were very interested in purchasing one of

our vehicles. They indicated that they had a situation with short sale of a property. We needed

to see how big of a problem that would be with our lenders. We submitted the proposed deal

to several lenders in order to get an approval. When the [redacted] discovered that the vehicle, they

were interested in, was a former rental, they were no longer interested. They left and took the

application with them.

Once credit has been run it is impossible to undo it. It can’t be removed from the reporting

agencies.

Sincerely,

General Sales Manager

Mercedes-Benz of Escondido

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

[redacted].com

Review: The company advertises attractive leasing packages with specific cars, but these packages are not available for the car pictured and described. For example, on this page: http://www.mbescondido.com/new-inventory/index.htm?model=M-Class& one can see several different cars (different grades of the same model) shown and (as of 4/24 5:15pm) some of them have text like: Dealer Offer: LEASE $599 /month for 30 months $4,893 due at signingThe text varies. Each car is not the same, and some cars do not have this text. Clearly you are meant to get the idea that each deal goes with a specific car. If you click on the text, the next page only advises you that "Offer only valid 4-02-2013 through 4-30-2013" If you are wary enough to click down one more level, and read the fine print carefully, you will discover that the offer is valid for cars below a certain value, and the car associated with that particular text does not qualify. As of this writing, there were no cars in their inventory which qualify for this deal. When the sales staff was confronted with this, they claimed no knowledge of the promotion, and refused to honor it.I have found another dealer who will honor this promotion on what appears to be an identical car. Perhaps the MSRP on this other car is below the required threshold, but I do not know. At the very least, this kind of advertising is deceptive. The sales staff's cavalier denial of its existence and their refusal to take responsibility for it is shocking.Desired Settlement: These advertised deals should be honored, or the advertising should be removed.

Business

Response:

From: [redacted], [redacted] [mailto:[redacted]@mbescondido.com]

Sent: Tuesday, April 30, 2013 3:22 PM

To: [redacted]@sandiego.Revdex.com.org

Subject: [redacted]

[redacted],

My response to complaint ID [redacted]:

Mercedes-Benz dealers across the country are required to

advertise the same lease options. Every advertisement to the general

public is identical.

I apologize if [redacted] found this confusing or deceptive.

We simply post the national advertising campaign along with

the financial disclaimers.

We can give the same discount on a different MSRP vehicle if

[redacted] is interested, but the amount due at signing to reach the advertised $599

payment may be equal to the difference in MSRP.

I am available to discuss the visit further at ###-###-####

General

Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The deals are indeed nationally advertised as the respondent says, but on other Mercedes websites the notification is not attached to specific vehicles. In particular, other dealers do not attach the notification to vehicles to which the deal does not apply. Moreover, this Escondido dealer's website does not even attach the announcement to all vehicles of the same type. This further gives the impression that the deal applies only to those specific cars noted. (Last I checked, the deal did not actually apply to ANY of the cars on their website.)So, in summary, their advertising is not consistent with how other Mercedes dealerships advertise the same package. It appears to be intentionally misleading.

Regards,

Review: I had a terrible car accident on New Years Eve and had my car towed by Mercedes Emergency Roadside Assistance and my car was towed to Mercedes Benz of Escondido for service and collision. Mercedes always has treated me very well and provided me with a loaner. However, they were closed on New Years eve and New Years Day. They were also unable and unwilling to help me on the day after New Years Day and put me on hold for 17 minutes and never were able to put me in touch with a manager to get a loaner. My car still remains at their facility. I am incredibly disappointed and I am so horrified by my experience just on the phone, and that doesn't even include the fact that they are still unwilling to help me. I was stranded in the middle of nowhere and they knew I had no cell phone service and refused to connect me with a manager to help me. I have been a loyal Mercedes customer for 15 years and I expected more from them.

My airbag never deployed and I am lucky to be alive as well as my passenger.Desired Settlement: Something needs to be done or I will make sure my company or I never purchase another Mercedes Benz again.

Business

Response:

Dear [redacted]:In response to the complaint we received, ID [redacted] concerning [redacted] E550. Just to clear up a few things mentioned. The first communication she had was with the Mercedes-Benz USA national Roadside Assistance center. They assisted her with the towing arrangements and had the vehicle towed to a collision center. Mercedes-Benz guidelines instruct the tow companies to tow a vehicle to a collision center whenever there is accident damage. The vehicle was towed to Caliber Collision in Escondido, they are Mercedes-Benz certified but independent from our Dealership. Our Service Manager was the person she spoke with when she called and he determined that the vehicle went to the collision center and not our Dealership. She was requesting a loan car from us but unfortunately he had to inform her that we do not provide a loan car for collision damage. We advise customers to contact their insurance company for alternate transportation during the collision repair due to the time involved for repair and insurance company processes.Any concerns or comments she has about the MBUSA program can be directed to the MBUSA customer assistance center at [redacted]if you have any questions or need any additional information please contact me directly.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My car will be going to Mercedes Benz of Escondido as soon as Caliber is done with the body work. Regardless who is paying the bill, MercedesBenz of Escondido is getting the money, and I, as the customer, should be taken care of.I was left stranded in the middle of nowhere with no options or assistance.I reject this as a repsonse.

Regards,