A Full House

Manufacturer has agreed to buy back the vehicle and give a full refund to clientManufacturer does not provide compensation for lost time or effortThe buyback process is initiated by MBUSA and Mercedes-Benz of Chantilly does not handle this part of the processAny questions about this process
should be directed to MBUSA by calling Mercedes-Benz of Chantilly has advocated on behalf of the client with MBUSA. We can order a replacement vehicle if the client desires under the same terms and conditions as the original vehicle

The water from the detail is not the cause to the bas NOX sensorThis was not stated to *** ***We had diagnosed an issue and the work was declinedThis issue below is the refrence to water from clogged drains.*** *** was told we would cover the issue with
her brake booster issue as
we have seen this before on other *** **’s. The booster is in the cowl area where they
frequently get clogged and overflow with water
*** *** was told this was a matter of goodwill and this is a good faith based
gesture that I could extend her. *** *** is responsible for the other issues related to her vehicleIf this is not satisfactory, we will have to rescind the goodwill offer on the brake booster issue

*** *** did not pay twice for destination chargeThe only way that would be possible, is if we sold the car for MSRP + $*** *** was given a sustantial discount from our dealership *** *** shopped many dealerships, which is her prerogatveAudi Chantilly engaged in lengthy
negotiations trying to match or beat prices and discount structures of other dealershipsEverything was fully disclosed and the total sales price never changed and did not change when she signed the final documents*** *** was also given numerous opportunities to back out of the transaction The financing also took time and work based on *** *** being a Foreign Business ProfessionalApproval from Audi Financial Services takes time and we needed to make sure it was secured.Several times after the transaction was completed, *** *** challenged the pricingThe structure of the deal was re-explained numerous times*** *** then came in on Saturday, 9/5, to have a second delivery completed and features of the vehicle explainedInstead, she challenged the deal structure againAnother hour of discussion went on going over the same concernsShe was being disruptive and stated she would not leave until we reduced the price againAt this point, we did ask her to leaveWe explained the structure several times, but that wasn't good enough.We will not be able to extend another price adjustment after the final pricing was disclosed and agreed to with signatures

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am not rejecting this response; this issue remains work in progress and I would like to see the effort from Mercedes to bring it to closure. I am happy to see that Mercedes has stepped up and do something, but, this complaint will be resolved only when the issue is resolved. If this will take longer than 30 days, I would like to further escalate action.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The general manager is intentionally misleading the Revdex.com.  At
no point did I claim the vacuum pump was removed; as clearly stated in
my complaint they replaced the oil reservoir and failed to secure it in place.
/r**

Chad M[redacted] (our service manager) has been in contact with the client
today and all legitimate issues are being handled.  We are also paying to tint the car per her
agreement with Chad and the sales rep. 
Our sales rep actually went to the clients house to give them special...

service
which he does for many of his clients. 
We value the clients business and are going to everything we can to retain them and re instill confidence
 
Thank you
 
Dave M[redacted]
General Manager
Porsche of Tysons Corner
(###-###-####)
[redacted]@penskeautomotive.com

Response per Jeff R[redacted] - Mercedes-Benz Tyson's Corner New Car Sales ManagerI spoke with Mr. [redacted] today to reiterate how we have been working towards resolving the lag times of and/or failure to connect to  [redacted] Auto affecting GLE and GLS cars. When Mr. [redacted] and I first spoke about the...

issue, I made him aware that it would take weeks  to have the various powers that be conduct an investigation. Over the last several weeks, I’ve been in communication with MBUSA  Cross-Carline Technologies and the GLE/GLS Assistant Product Manager, both in Atlanta, to get their input. They confirmed seeing the  same problems with [redacted] Auto in the GLE/GLS cars. Unfortunately, Engineering (not located in Atlanta) told them that they were not  seeing the same problem, so there was a disconnect between Cross-Carline Technologies and Engineering.Cross-Carline Technologies suggests that Mr. [redacted] bring his car to Service so a formal communication with Engineering can be  established. I made Mr. [redacted] aware of this need to bring his car back and he has agreed to schedule a service with Service Advisor  Jason B[redacted] on Monday. Jason B[redacted] told me that when Mr. [redacted]’ car is here they will get live input from MBUSA to diagnose the   issue.Attached here is a summary of communication with my MBUSA contacts over the last several weeks.

[redacted]I have looked into the situation and it looks like we made an error on the calculated taxes. We did apply a trade tax credit that you were not eligible for, based on the fact that the owner of the trade was not part of the new deal. I believe we did absorb that additional tax in order to...

get you your tags. As an additional measure of goodwill, I will provide you with the $500 you have requested. Please respond back that you agree with this solution and that there are no other outstanding items. Once I receive your response in the affirmative, I will have the check issued and sent to the address we have on record.Thank you,[redacted]

Dear [redacted], Once again please accept our sincerest apologies for anyinconvenience this may have caused. Please note through our various correspondences via email wedid everything in our power to assist you with the situation. We have already reducedthe charges and applied an additional discount on...

to this trip. Furthermore wehave also provided the GPS tracking information showing the drivers exactlocation and the time he spent waiting inside the terminal. As the  flight arrived at 07:15 PM, we had ourchauffeur on location at 07:10 PM at the pick up point. Both the dispatcher onduty and the chauffeur tried numerous times to call the phone number providedon the reservation to make contact with your party but unfortunately wereunable to get through. At 09:15 PM we released the chauffeur after no contacthad been made and set the trip to a No Show status. Also please note that primarily we are unable toremove the No Show charge due to the terms and conditions agreed to uponplacing the reservation. As per our  termsand conditions included on both the online form and the confirmation youreceived:  If you are unable to locate your driver, please call us immediately at 1-[redacted] (Customer Service). No Show/Late Cancel charge will be applicableif a client fails to contact Boston Carriage before leaving scheduled pick uparea.  As per our disclaimer, had a member of the reservation party contacted our office we would have been able to connect thepassengers with the driver instantly. As we were not contacted and ourchauffeur was on location, we regrettably can not remove the charge. Once againplease note that the charges were minimized to only cover the costs incurred.Please accept our sincerest apologies for any inconvenience you may havesuffered. Thank you for your patience.Sincerely, The Boston Carriage Team

We received your letter on a complaint you received from one of our customers on 10/27/2016. The letter delayed in getting to us that is Why We are way above the 10 days response date.On 06/15/2016, we received the customer's car with a concern on engine oil consumption. The mileage on the car at...

that time was 31,695. We performed the service update as required by the brand under the provisions of the Class ACtion LaWSuit With Audi Of America.The customer returned on 8/18/2016 with 34,262 miles on the car, stating that the engine oil minimum light was on. The Service Department performed an engine oil measurement test as outlined by the brand. This procedure requires electronic measurements to be sent to Audi Technical Assistance. At that time Audi Technical Assistance stated that the engine oil Consumption was in the acceptable range and no further repairs were authorized. If the customer added engine oil to the vehicle between the first and second visit, that would skew the results of the engine oil consumption test. There is no recall on the Customer's vehicle for engine oil consumption but there is a warranty extension by the brand for Certain Components of the engine that would cause excessive engine oil consumption, which his car qualifies, There are many Contributing factors that can lead to engine oil usage that fall outside the guidelines of the Class Action Lawsuit. External engine oil leaks, internal engine oil consumption caused by a component not covered under the Class Action Lawsuit or there may be no excessive engine oil consumption at all if the electronic engine oil level gauge is malfunctioning.We at Audi Tysons Corner, have no reason to lie to the customer about the Class Action Lawsuit or refuse to repair his car as Audi of America pays the dealership for any repairs that falls under the Class Action Lawsuit. Any Vehicle Identification Number (WIN) that falls under the warranty extension for engine oil consumption is easily identified in Audi's database for any Audi Dealership to see. The Customer is more than Welcome to return to the Dealership for diagnosis of his engine oil consumption concern. Below are the guidelines for vehicles with suspected oil consumption issues. Verify Maintenance Record Verify vehicle is less than 8 years old and has 80,000 miles or less Oil Consumption test performed Replace pressure control value, front crank shaft seal and bolt, update ECM (Electronic control module) Weighted measurement of oil is taken and document on the customers' repair order Customer is asked to return when the minimum oil light comes on or 1,200 miles, whichever Comes first Once customer returns technician takes Weighted measurement of oil. Service department reports measurements to Audi Technical Assistance Audi Technical Assistance will report the reading as either normal or abnormal If readings are abnormal, pistons and rings will be replaced Let me reiterate that Audi of America pays the dealership for the test and if further repairs are required we perform the repairs once authorization from the brand is given. Would Please do not hesitate to contact me, if you should have any questions or concerns.Regards,Kevin R[redacted] Service Director Audi Tysons Corner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I invited [redacted] to come in on Monday 07/25/16 at her convenience to pick up her vehicle (2012 [redacted] with 48K miles on it). It is ready for her this very moment, all repairs have been completed at no charge to her. She has been welcomed in for an in person meeting if she desires.  ...

Unsolicited, I offered to pay one month’s payment for her inconvenience. [redacted] stated she was interested in an extended warranty to feel like she was made “whole”. I said that I would be willing to put the aforementioned goodwill payment towards the warranty…if that’s the direction she wanted to take. I researched extended warranty pricing and as requested, I got back to her a second time letting her know the extended warranty was $3500. Two years, unlimited mileage, etc..   To appease, I said I would be willing to either give one month’s payment of $560 or I’d pay half of the cost of the extended warranty (a better value) for her troubles. This offer still stands at this time and [redacted]’s repaired vehicle is ready for pickup.

Hi,They have responded.They have sent us the check, $1000.The dealer has resolved my complaint.Thank you![redacted]Potomac MD [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]

From: S[redacted],Aradhana Date: Thu, Jan 7, 2016 at 10:36 AMSubject: #[redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org> We ordered a new car for this customer, car was delivered 11-19-2015.He removed his complaints per customer.Customer is very happy. Sincerely,Aradhana S[redacted]General...

ManagerPorsche of Tysons###-###-####

We have attached the vehicle information print out right from [redacted]. This is a [redacted] authorized program provided by the manufacturer. Stated directly below the description and model it shows that the vehicle is orginially "Iridium silver metallic". At no time has this vehicle...

been repainted, this was a typo from our finance department. No further actions will be taken at this time.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com of Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington, DC 20005   RE:         Claim #[redacted]   Dear Sirs or Madams,   Thank you for allowing us this opportunity to address [redacted]’s complaint regarding...

his 2018 [redacted].   We have been in proper communication with Mr. [redacted] numerous times regarding the issues he mentioned in this complaint (we can provide proof of email communication if needed). We sent Mr. [redacted]’s permanent tags earlier this week via [redacted] overnight. The registration delay was caused due to the registration requirements in the state of South Carolina, such as a utility bill and copy of a driver’s license. Mr. [redacted] was unable to provide required documents because he was building a new house in SC and his driver’s license was not issued until 10/08/2017.   We have explained to Mr. [redacted] that [redacted] Financial Services is the lean holder of the vehicle and they are responsible for releasing his title. Unfortunately, we are in no control of this matter. We have tried to contact [redacted] on Mr. [redacted]’s behalf and provided any information that we could. Since Mr. [redacted] is the account holder with [redacted], he needs to contact them directly regarding this matter. We have also told Mr. [redacted] we are happy to provide any assistance in the process.   There was never a need for rental car for Mr. [redacted]. We’ve issued several temporary tags to ensure Mr. [redacted] could drive his vehicle until he could register it in SC.   If you need any additional information, please feel free to contact me via email or phone at [redacted].   Thank you.   Very Truly Yours,   Mike T[redacted]              General Manager [redacted] Tysons Corner [email protected]