Berglund Luxury Roanoke

All issues have been fixed and the vehicle has been returned to the customer

I had my car towed their because that is what AAA recommended I do (Already called them and spoke with them about NEVER referring customers here) I called ALL day to get an estimate to find out what was wrong with my carEVERY time I called to check on the car they had no idea what was going on or when they would get to itCalled other shops in the area that both said they would look at it for free and could work on it nowI called [redacted] directly back (mins later checked my phone log) and he argued with me that they had already did an hour worth of labor on the car and that I would have to payHe asked me who I worked for? Asked me if I worked for a charity? He was very rude and demeaning I went to the car shop to pick the car up within mins he wanted to keep arguing with me and some guy in the back had to tell him to "Give the girl her keys" He is not a pleasant man to deal with at all and I do not want someone else to have to go through what I did dealing with him!

I have reviewed the response offer 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.
This is the same offer I received and rejected before my complaint to the Revdex.com and nothing has changed since. I am not in any way responsible for the damage to the   upholstery in my automobile and should not be required to pay 50% of the cost for the repair due to their negligence.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.I consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID...

[redacted] 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,
[redacted] As of 10/5/2016, no check has been received  Check has been received now.

When our General Manager first spoke to Mr. [redacted] about making keys for the vehicle he informed him that per Mercedes Benz policy, we would need a Title showing Mr. [redacted] as the owner of the vehicle. Mr. [redacted] assured him that he had a Title in his possession.  When the vehicle...

arrived, the only documentation made available to us was a Bill of Sale.  We contacted Mr. [redacted] and let him know that we would be unable to make the keys he requested because we did not have the Title we had discussed before the car was towed to our store.  We are sorry that Mr. [redacted] is unhappy, had we known up front that there was no Title to the vehicle, we wouldn't have advised him to have the vehicle towed to us.

We are processing a refund check in the amount of $282.62, this is the full amount Mr. [redacted] has requested. We apologize for any inconvenience Mr. [redacted] has experienced.His check will be mailed by COB 9/20/16.

We will be happy to cover the cost of repairing the worn
section of Mr. [redacted]’s seat at no charge to him.  Unfortunately, we will be unable to guarantee
that the leather will match perfectly due to normal wear and fading that
leather in the vehicle has experienced over the course of the last 8 years.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Have received the checks.
Regards,
[redacted]

I have reviewed the response offer 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.
Regards,
[redacted]
The other dealer saw the same title I sent you guys stop the lies please you guys made no effort to check the car out now your just being untruthful how did one dealer fix the car in one day where you guys told me I shouldn't even waste my money stop it you cost me money because you were either racist or assumed the car wasn't fixable I'm not taking this anymore I did everything I was supposed to do and if I never produced the title along with insurance and bill of sale then why was I told that you would order a key and then I had to come in and pay cash and also that the shop couldn't program the key this is not going to be easy for you all to just brush me off to the side I'm sorry it don't work like that I need some answers and I want to know why and who ever is responding to this is a liar and I would tell you to your face your a liar !!!!

I had my car towed their because that is what AAA recommended I do (Already called them and spoke with them about NEVER referring customers here) I called ALL day to get an estimate to find out what was wrong with my car. EVERY time I called to check on the car they had no idea what was going on or when they would get to it. Called 2 other shops in the area that both said they would look at it for free and could work on it now... I called [redacted] directly back (10 mins later checked my phone log) and he argued with me that they had already did an hour worth of labor on the car and that I would have to pay. He asked me who I worked for? Asked me if I worked for a charity? He was very rude and demeaning I went to the car shop to pick the car up within 30 mins he wanted to keep arguing with me and some guy in the back had to tell him to "Give the girl her keys" He is not a pleasant man to deal with at all and I do not want someone else to have to go through what I did dealing with him!

All issues have been fixed and the vehicle has been returned to the customer.

Review: I own a s600 mercedes benz I called the dealership about a key . The dealership is the only place to get a key. After speaking to service adviser explaining my situation I was told they could help me .I had my car towed on a roll back over eighty miles to get it there .After my car arrived I was told it would be Monday before I would hear anything on the key issue .Monday passed not a word about the car Tuesday came and went no word so finally I hear from them that I shouldnt waste any money fixing the car etc. So the service adviser goes on vacation and I speak with the service manager [redacted] he basically tries to talk me out of fixing my car .So after they couldnt change my mind they proceed to tell me they cant order my key .They said I didnt have the correct documents which was false .We go back and fourth I end up speaking to the GM of the dealership he tries to talk me out of getting the key based on the service managers recommendation .So we agree they will order me a key if I get the documents .this is Thurs or Friday .I go to [redacted] to Dmv to get the title changed over stood in line three hours and couldnt get it done because they dont issue them anymore in [redacted] would have to go to [redacted].I left there went to [redacted] in [redacted] and showed the parts people all my documents and was told they could order me a key the same day. But the car had to be there at the shop .So he tells me that they should order me a key in [redacted] and I should not have any problems but they continued to cause me problems .Finally when I confronted them with the requirements that mercedes benz said was needed they finally agreed they would order the key but I had to pay in cash I couldnt use my bank card .Then I would have to drive almost two hours to pay for a key but they proceed to tell me that they could order the key but couldnt program the key all lies because I spoke to the shop foreman at mercedes benz of [redacted] who told me different and dint understand why all the hassle .Desired Settlement: I should be paid the cost for towing because now I have to get the car towed once again from [redacted] to [redacted] ,and the cost for my time and gas money for running around trying to get this done when I didnt need to go thru all of this and the cost to get it towed back to my bodyshop in [redacted]. They also told me at one point if I didnt get my car they would start charging me storage when they have been the hold up the entire time .

Business

Response:

When our General Manager first spoke to Mr. [redacted] about making keys for the vehicle he informed him that per Mercedes Benz policy, we would need a Title showing Mr. [redacted] as the owner of the vehicle. Mr. [redacted] assured him that he had a Title in his possession. When the vehicle arrived, the only documentation made available to us was a Bill of Sale. We contacted Mr. [redacted] and let him know that we would be unable to make the keys he requested because we did not have the Title we had discussed before the car was towed to our store. We are sorry that Mr. [redacted] is unhappy, had we known up front that there was no Title to the vehicle, we wouldn't have advised him to have the vehicle towed to us.

Consumer

Response:

I have reviewed the response offer 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.

Regards,

That's a straight up lie I sent the same documents that I took to another dealer in [redacted] Mercedes in [redacted] and and they said they would order the key for me and to point out since sending my car to [redacted] to Mercedes Benz of [redacted] the car is fixed and found out didn't need a key it was an ignition fuse had they bothered to check the car I wouldn't have had to spend over six hundred dollars in towing I do not accept these lies from this dealership I went through hell with them and it's not right it seemed very racist to me!!!!

Business

Response:

We are very sorry that Mr. [redacted] is unhappy, we are certainly not in business to turn people away and try to help in every way possible.Mercedes Benz requires Dealers to have a Title to any vehicle before a key is made, if another Dealer chooses not to follow the rule, that is their choice.

Consumer

Response:

I have reviewed the response offer 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.

Regards,

The other dealer saw the same title I sent you guys stop the lies please you guys made no effort to check the car out now your just being untruthful how did one dealer fix the car in one day where you guys told me I shouldn't even waste my money stop it you cost me money because you were either racist or assumed the car wasn't fixable I'm not taking this anymore I did everything I was supposed to do and if I never produced the title along with insurance and bill of sale then why was I told that you would order a key and then I had to come in and pay cash and also that the shop couldn't program the key this is not going to be easy for you all to just brush me off to the side I'm sorry it don't work like that I need some answers and I want to know why and who ever is responding to this is a liar and I would tell you to your face your a liar !!!!

Review: I have bought a 2013 Chrysler Town and Country mini van from them and it had a known recall on it and was told it would be fix along with the mirror turn signal lights. Dropped my car off and when I got it back the recall wasn't fixed and the lights were not fixed. Was told that the recall part hasn't came in yet but when it did they would give me a call. The lights on the other hand said they were ordered wrong and as soon as they come in they would also give me a call. I haven't received a phone call from them or the sales person and have sent our sales man a few text message about them and he hasn't returned our texts. I have proof on my phone thur text messages that the lights were gonna be ordered and fixed but has not been done so.Desired Settlement: I just want the recall fixed and the lights fixed like I was told when I bought the car

Business

Response:

Review: Purchase battery under warranty;consulted with dealership several times and would not honor warranty of battery. Dealership related the battery was alright went to dealership both in [redacted] and [redacted] both related after charging up batter that battery was ok. Dealership said something in the car was draining battery; thereafter went to independent dealer purchased a new battery;VECHILE starts right up; kept the battery from the dealership to date has went to 2 auto mechanics both stated battery was no good.Desired Settlement: Refund the battery has never started unless it is recharged. Honor their warranty. Will return purchased battery provided if refunded.

Business

Response:

Unfortunately, we have not been able to reach the customer to discuss this matter, we will continue to call and hope to get in touch with her soon.

Consumer

Response:

I have reviewed the response offer 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 company has not contacted me in regard to matter as indicated in their response; my contact number is [redacted] or [redacted]. I am awaiting response from them.

Business

Response:

Berglund's Lynchburg Platform Manager [redacted] has left messages on the phone number provided. We would like to send a refund to the customer for the cost of the battery in the amount of $167.00.We will mail this check to the as soon as the customer confirms the address to which it should be sent.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: My auto was kept by the dealer at their location for five months due to a recall and because the repair parts were not available during this period of time. Upon completion of the repair I noticed a tear on the front passenger seat upholstery that was not there before I had left the car at the dealer five months earlier . The dealer was made aware of this the same day the car was returned to me. They offered to pay 50% of the cost to repair the upholstery . I advised them that their offer was not acceptable . I contacted Mercedes corp. office in [redacted] . They spoke with the dealer and the dealer then offered to pay 60% of the cost for the repair. My position was that the dealer is responsible for the damage and there for responsible for the total cost of the repair. I requested that they sent me a copy of their offer for my records and they refused to comply with my request. I purchased this car new at this location eight years ago and have had all of my service for this car done there as well. So they know how well the car is maintained.Desired Settlement: I would expect that they accept full responsibility for the damage and the cost for the repair.

Business

Response:

We have offered to pay 50% of the cost for seat repair

and 100% on an AC deodorizer treatment.

Consumer

Response:

I have reviewed the response offer 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.

This is the same offer I received and rejected before my complaint to the Revdex.com and nothing has changed since. I am not in any way responsible for the damage to the upholstery in my automobile and should not be required to pay 50% of the cost for the repair due to their negligence.

Regards,

Business

Response:

We will be happy to cover the cost of repairing the worn

section of Mr. [redacted]’s seat at no charge to him. Unfortunately, we will be unable to guarantee

that the leather will match perfectly due to normal wear and fading that

leather in the vehicle has experienced over the course of the last 8 years.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me providing that the offer made is not only to cover the total cost of the repair to the torn section of the seat, but also that they take resonsibility for a warranted quality repair. The offer should also include covering the cost of the AC deodorizer treatment that they previously agreed to. I will wait for the business to perform this action and if it does, will consider this complaint resolved.

Regards,

Review: On March 27, 2015, I paid cash to purchase a vehicle from Berglund Luxury Roanoke. While preparing the final paperwork with the sales representative, he told me that I had overpaid them by $200 and that I would receive the refund within six to eight weeks. The last week in April, I received a check for $34. On May 6, 2015, I called Berglund and talked to a finance representative. He promised me that he would look into the issue and call me back that same day. As of today, May 12, 2015, I have not heard anything from Berglund. I call this bad business and I would like a written explanation as to what happened to the refund I was due.Desired Settlement: I would like the $200 that was owed to me due to an overpayment of county taxes when I purchased a vehicle with a cash payment. NOTE: I would not have known that I had overpaid the $200 until their (Berglund) representative told me.

Business

Response:

There were actually 2 refunds owed to Mr. [redacted], the first was for overpayment for DMV fees in the amount of $34.75 and the second refund owed was for $217 for overpayment of his vehicle.We have refunded both amounts to Mr. [redacted] and apologized for any confusion. We look forward to working with him again in the future.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Have received the checks.

Regards,