TO: *** *** Re: *** Please see the note below regarding what we are doing satisfy customerWe have fixed his SRS light issue ($value) no charge to customer We have repaired his fender ($value) no charge to customer We have repaired his window ($value) no
charge to customerOn the previous repair we had already discounted the steering lock repair from $down to $That is a repair the vehicle needed and he approvedWe are not refunding this to the customerThis vehicle is years old with 134,miles and currently needs over $14,of repairs we have given him estimates for in which he declinedOther items may fail at any timeAfter these repairs done we authorized, we will not be responsible or any other repairs the vehicle needs and any futures repairs that may be neededWe have absorbed over $2,on this visit which I feel is way more than fairThe advisor explained all this to the customer and he is satisfied Have a Blessed Day *** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
To Whom It May Concern: I reviewed the feedback from your letter and found much informationFirst but first “No thanks” I will pass the free oil change offer for, I am not desperateI will not take the risky chance…If I need service on my Mercedes Benz there are other MB repair shops in the San Antonio area. Your statement was incorrect in regards to paying for rental car service. I ask the customer service person (***) if I needed to get a rental car, for I can get one with my warranty insurance, and he said “NO” that Mercedes Benz provides a COURTESY car if I leave my truck for repairsMercedes Benz San Pedro changed my rental car to another because of the 30+ days extended time it took to fix my truckOut of my hands! If the rental cars are a COURTESY of MB why in your letter the charge for rental car fees was applied?…wasn’t the rental car curiosity from MB? Oh? The second statement made that I declined a diagnostic for the shaking issueYes, when I brought my truck in the engine light was on and my truck was drivable without extreme shakingYes, I knew from another MB repair that I needed spark plugs…I knew that! When I picked up my truck after two weeks of diagnoses everything flipped and I was called to pimy truck and it was not drivableThe truck was bouncing, shaking and staling and when I put the truck in drive it barely moved from the driveway….it was not in that terrible condition when I brought it into MB for repairYour customer service (***) wanted me to take my truck home in this condition…how safe is that, and how disappointing to know that people have no love or concern for others safety“So sad, the world is bad”. You cannot make me feel bad that I had to pay for the small things plus only my deductible because I paid a whopping $ amount to purchase the best extended warranty for my Mercedes Benz, and I will use it as needed with less money out of my pocket as possible. What I have learned from all of this is to tell family and friends to always ask questions, make sure there is a reasonable time-frame to keep your vehicle, never wait 30+ days ( like I did) to retrieve your vehicle back, get your own car rental, and watch the story changes dailyWhat a huge risk I took, but the best thing is “I have my truck back having the freedom to choose any repair shop I want”Keeping someone’s vehicle over 30+ days tells me there may be inexperienced repairmen working on these carsIt should never have taken 30+ days to do the repairs made to my truck nor two weeks to complete a diagnostic….this type of service is completed by a machine….ridicules! It’s just not good customer serviceYou have a good day! Regards, *** ***
I would like to first clarify some facts and explain in detail a few of the circumstances of the repair. This vehicle has been at our dealership only this one time. The customer paid Zero dollars for this repair. We absorbed approximately $2000.00 worth of expenses All the charges were billed...
to her third party extended warranty. We absorbed the expenses not covered by her extended warranty. Those expenses were Seals and gaskets totaling $143.78. Her deductible of $100.00. The Mercedes-Benz loaner car expense of $1700.00. ($50.00 per day) She was in a loaner vehicle the entire time of repair. Her extended warranty declined to participate in the expense. The vehicle came in with a check engine light on and a misfire but the customer said another shop diagnosed this as spark plugs and declined us to diagnose the issue. There were several delays out of our control getting the vehicle repaired in a timely manner. We diagnosed the oil leak the same day. Customer wanted us to double check the power steering leaks so we spent extra time cleaning and checking for other leaks. Only oil leak found. We contacted extended warranty and got approval to do oil leak repairs. We ordered parts and after parts arrive, we started repair. After completion of repair, we contacted customer and stressed again we needed to diagnose the check engine light and miss-fire. She again declined. Said she would just pick up vehicle. When customer picked up vehicle, the miss-fire had gotten worse. As a courtesy to the customer, we diagnosed the vehicle at no charge to her. The other shop diagnosed this as spark plugs. It had misfires in cylinder 3 and 6. These diagnoses took up to 10 days running numerous test. From swapping out coils, wires, performing compression test on the cylinders, removing fuel rail and checking injectors and finally isolating the issue to a problem with the main engine computer. The defective computer was sending false codes making it very hard to diagnose. We finally got the repair authorized from the extended warranty and ordered the part. The ME Control Unit was on a national back order from Germany and this took additional time to get the part. Finally, after a total of 34 days, the vehicle repair was complete. Again as mentioned above, we absorbed all the extra cost the extended warranty did not cover as a courtesy so the customer would be out of pocket nothing. At the time, the customer was appreciative of this and all seemed well. I can definitely account for all the delays but couldn’t explain why there was a lack of communication of the delays to the customer. It was so long ago the advisor does not recall all the details of communication with customer. For this reason, we send an apology and offer her one more compensation, her next oil change free ($160.00 value).
TO: *** *** Re: *** Please see the note below regarding what we are doing satisfy customerWe have fixed his SRS light issue ($value) no charge to customer We have repaired his fender ($value) no charge to customer We have repaired his window ($value) no
charge to customerOn the previous repair we had already discounted the steering lock repair from $down to $That is a repair the vehicle needed and he approvedWe are not refunding this to the customerThis vehicle is years old with 134,miles and currently needs over $14,of repairs we have given him estimates for in which he declinedOther items may fail at any timeAfter these repairs done we authorized, we will not be responsible or any other repairs the vehicle needs and any futures repairs that may be neededWe have absorbed over $2,on this visit which I feel is way more than fairThe advisor explained all this to the customer and he is satisfied Have a Blessed Day *** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
To Whom It May Concern: I reviewed the feedback from your letter and found much informationFirst but first “No thanks” I will pass the free oil change offer for, I am not desperateI will not take the risky chance…If I need service on my Mercedes Benz there are other MB repair shops in the San Antonio area. Your statement was incorrect in regards to paying for rental car service. I ask the customer service person (***) if I needed to get a rental car, for I can get one with my warranty insurance, and he said “NO” that Mercedes Benz provides a COURTESY car if I leave my truck for repairsMercedes Benz San Pedro changed my rental car to another because of the 30+ days extended time it took to fix my truckOut of my hands! If the rental cars are a COURTESY of MB why in your letter the charge for rental car fees was applied?…wasn’t the rental car curiosity from MB? Oh? The second statement made that I declined a diagnostic for the shaking issueYes, when I brought my truck in the engine light was on and my truck was drivable without extreme shakingYes, I knew from another MB repair that I needed spark plugs…I knew that! When I picked up my truck after two weeks of diagnoses everything flipped and I was called to pimy truck and it was not drivableThe truck was bouncing, shaking and staling and when I put the truck in drive it barely moved from the driveway….it was not in that terrible condition when I brought it into MB for repairYour customer service (***) wanted me to take my truck home in this condition…how safe is that, and how disappointing to know that people have no love or concern for others safety“So sad, the world is bad”. You cannot make me feel bad that I had to pay for the small things plus only my deductible because I paid a whopping $ amount to purchase the best extended warranty for my Mercedes Benz, and I will use it as needed with less money out of my pocket as possible. What I have learned from all of this is to tell family and friends to always ask questions, make sure there is a reasonable time-frame to keep your vehicle, never wait 30+ days ( like I did) to retrieve your vehicle back, get your own car rental, and watch the story changes dailyWhat a huge risk I took, but the best thing is “I have my truck back having the freedom to choose any repair shop I want”Keeping someone’s vehicle over 30+ days tells me there may be inexperienced repairmen working on these carsIt should never have taken 30+ days to do the repairs made to my truck nor two weeks to complete a diagnostic….this type of service is completed by a machine….ridicules! It’s just not good customer serviceYou have a good day! Regards, *** ***
I would like to first clarify some facts and explain in detail a few of the circumstances of the repair. This vehicle has been at our dealership only this one time. The customer paid Zero dollars for this repair. We absorbed approximately $2000.00 worth of expenses All the charges were billed...
to her third party extended warranty. We absorbed the expenses not covered by her extended warranty. Those expenses were Seals and gaskets totaling $143.78. Her deductible of $100.00. The Mercedes-Benz loaner car expense of $1700.00. ($50.00 per day) She was in a loaner vehicle the entire time of repair. Her extended warranty declined to participate in the expense. The vehicle came in with a check engine light on and a misfire but the customer said another shop diagnosed this as spark plugs and declined us to diagnose the issue. There were several delays out of our control getting the vehicle repaired in a timely manner. We diagnosed the oil leak the same day. Customer wanted us to double check the power steering leaks so we spent extra time cleaning and checking for other leaks. Only oil leak found. We contacted extended warranty and got approval to do oil leak repairs. We ordered parts and after parts arrive, we started repair. After completion of repair, we contacted customer and stressed again we needed to diagnose the check engine light and miss-fire. She again declined. Said she would just pick up vehicle. When customer picked up vehicle, the miss-fire had gotten worse. As a courtesy to the customer, we diagnosed the vehicle at no charge to her. The other shop diagnosed this as spark plugs. It had misfires in cylinder 3 and 6. These diagnoses took up to 10 days running numerous test. From swapping out coils, wires, performing compression test on the cylinders, removing fuel rail and checking injectors and finally isolating the issue to a problem with the main engine computer. The defective computer was sending false codes making it very hard to diagnose. We finally got the repair authorized from the extended warranty and ordered the part. The ME Control Unit was on a national back order from Germany and this took additional time to get the part. Finally, after a total of 34 days, the vehicle repair was complete. Again as mentioned above, we absorbed all the extra cost the extended warranty did not cover as a courtesy so the customer would be out of pocket nothing. At the time, the customer was appreciative of this and all seemed well. I can definitely account for all the delays but couldn’t explain why there was a lack of communication of the delays to the customer. It was so long ago the advisor does not recall all the details of communication with customer. For this reason, we send an apology and offer her one more compensation, her next oil change free ($160.00 value).