Affinity Escrow & Title

Complaint: [redacted] I am rejecting this response because: Mercedes-Benz of Honolulu purposely wasted time and now prepaid service cannot be canceledI cannot use the service at a different location because we live on an island and this is the only dealership here Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: See attached Sincerely, Jolanta S***

Mercedes of Honolulu waited over days to ask for cancelation from corporate knowing that the limit is only days.The proof is in their messagesOne week of so from the purchase of the car, I complained about this to the Mercedes of Honolulu, there was a lot of time to do something about itAlso, Mercedes did not hold their end of the contract by not topping off fluids and overfilling the engine oil as they are required

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*** *** ***Dear Ms***:We are in receipt of and thank you for the letter regarding the above referenced matterMercedes-Benz Honolulu appreciates the opportunity to respond and address the customer's complaintsPlease accept this reply as the formal response on behalf of MBH.The steering lock repair Mr*** refers to was performed on April 27, At that time importantly the steering lock had failed and the customer's vehicle was towed in by an outside third party to the MBH dealershipThe broken steering lock was replaced with a factory authorized part and the cost of that repair was $for parts and labor which Mr*** paid.The customer returned approximately one year later on April 23, for a recommended Mercedes-Benz "A" service which includes oil and filter change as well as chassis lubrication among other itemsDuring that service visit while the MBH technicians were performing a safety and multi point inspection of the vehicle it was determined that the rear flex disc was worn and that the right centrifuge cover was leaking oil MBH recommended replacement and repair of each item however at that time the customer declined those recommended repairsApproximately weeks later the customer returned on May 19, and authorized those same repairs to be performed which did in fact occur at that timeOnce those repairs were completed the vehicle was taken to the MBH car wash for routine cleaning before the vehicle was to be returned to the customerUnfortunately after the car wash was completed the vehicle would not startOur technicians diagnosed a failed steering lock again as the problemThe manufacturer warranty on replacement parts of this type is year and as the previous repair of the steering lock occurred more than year earlier it was no longer covered by the warrantyHowever as a goodwill gesture MBH replaced both the failed part and performed the labor for the steering lock repair at NO CHARGE to the customerThe only work the customer was charged for during this May visit was the repair and replacement of the rear flex disc and the right centrifuge coverThe charge for those repairs totaled $952.31.We trust this reply clarifies the facts regarding the repairs performed to this customer's vehicleunfortunately occasionally parts do fail as appears to be the case with the steering lock on this customer's vehicle however the second repair of that lock more than year later did not cost the customer anything for either parts or labor.Thank you for your consideration. Adam K**Business Development Manager*** ***

Complaint: [redacted]
I am rejecting this response because: See attached. 
Sincerely,
Jolanta S[redacted]

RE: #[redacted] Mr. [redacted].818 Kapiolani BoulevardHonolulu, HI 96813PH: [redacted]FAX: [redacted]Aloha [redacted],Mr. [redacted] purchased a 2013 Mercedes-Benz on November 15, 2017. During the time of purchase he purchased a prepaid three year maintenance package. This pre-paid maintenance...

plan is fromMercedes-Benz North America (MBUSA). I'm enclosing a copy of the contract.It is a non-cancellable contract. I asked MBUSA to make an exception to cancel the contract but MBUSAwill only make cancellations exceptions within the first 30 days, so we were unable to cancel thiscontact.Please inform Mr. [redacted] that this contact is good at any authorized Mercedes-Benz dealer within theUnited States of America .Also please have Mr. [redacted] contact our service manager Lance Kobayashi at 808-592-5620 when itstime to schedule his first service.If you have any questions or need more information please call me at [redacted].Dennis R[redacted]General ManagerMercedes-Benz of Honolulu and Maui[redacted]

From: [redacted].com] Sent: Monday, September 14, 2015 1:43 PM To: [redacted] <[redacted]@hawaii.Revdex.com.org> Cc: Dennis Rademacher <[email protected]> Subject: RE: Complaint Case #[redacted]   Aloha [redacted], We contacted Jolanta S[redacted] and met with her regarding...

her vehicle.  The vehicle was hit by cement from the construction project next store.  We made arrangements and had the several of the body panels repainted fixed multiple items from d**r rubber seals to center MB caps for the vehicles rims. After the cosmetic repairs, she was still not satisfied so I offered to take the vehicle on trade.  she wanted a complete replacement vehicle but I explained that we could not do that but would work the best figures on any vehicle of her choice.  We worked figures but she decided to keep the vehicle for the time being.  She was supposed to bring the vehicle back for mechanical repairs and we agreed that I would give her copies of all the repair orders and include any warranty information from the body shops that performed the paint repairs.  I have all the documents ready but she has yet to make it in for her scheduled appointments. I believe all is well at this point and she is pursuing a law suit against the construction company contracted for the Symphony building. Please let me know if there’s anything else you need and please set me up with access so I can perform these online in a more timely fashion. Thanks, Adam K** Business Development Manager (808) [redacted]

Response: We are the only authorized Jaguar Land Rover service point in Hawaii, and we warranty (guarantee) all of our repairs. Mr. L[redacted] is requesting a "refund on all labor and spark plug charges due to not solving the issue and my original plugs should not have been removed". All of these items...

add up to just over $1,900.00 on his invoice. How did he arrive at $3,000.00? He didn't even pay us $3,000.00. In addition, he authorized us to replace his spark plugs. The brand of spark plugs that were on his vehicle were deemed incorrect per Land Rover's (vehicle manufacturer) technical specifications. The shutter valve diagnosis, which Mr. L[redacted] paid for, was correct as stated in this filing. However, he declined us repairing. Lastly, we remain disheartened that Mr. L[redacted] did not afford us the opportunity to correct any of the alleged concerns stated in this filing. He cancelled payment (credit card) to us, and he's now asking us for more money than he paid us on top of that through this filing. In closing, we are declining his request for reimbursement for the reasons stated above, and because his request lacks merit and foundation. Bryan M[redacted]Jaguar Land Rover of HonoluluSent on: 12/1/2015 7:05:39 PM

Complaint: [redacted]
I am rejecting this response because:
Mercedes-Benz of Honolulu purposely wasted time and now prepaid service cannot be canceled. I cannot use the service at a different location because we live on an island and this is the only dealership here. 
Sincerely,
[redacted]