Crown Chrysler Jeep, Kia, & Eurocars - Mercedes Benz

[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 reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.Mercedes Benz Corporation representative Scott H[redacted] contacted me via phone and offered a factory 
4 year extended warranty and $2000.00 discount on the purchase price.  Craig B[redacted] of CrownEurocars has sent me a updated Retail Buyers Order reflecting the 4 year extended warranty (175,000 miles).  The $2000.00 discount is not shown on the revised document.  I am requesting an updated Retail Buyers Order form including the $2000.00 discount.  This document update will confirm the verbal agreements made with the Mercedes Benz representatives.I hope the van arrives soon, allowing fulfillment of purchase agreements.   The original delivery date of June 2017 has since past. It is now December 3rd, 2017 and the Sprinter van is not here.  Crown representatives are indicating a January 2018 delivery.   Kind Regards,[redacted]

I am rejecting this response because: If you actually look over this whole car, you can see its been molested from front to back. I asked about it from day one, and should have been more persistent at that time, I'll take the blame there. BUT.....How can it take 4 years for an accident to be reported to Carfax? The Report says the accident was reported on 07/06/2012. I don't know about the 9-29-15 info, or how it got there.But still cant take 4 years to get to Carfax.......  At this point it doesn't really matter, you got me on this car, but you will never sell me another car again. I will chalk it up as "lesson learned" and take my business back to Nissan and GM, and do as I have for the last 30 years and buy from them.
Regards,
[redacted]

We are not sure how to respond - customer vehicle is 13 years old and out of warranty...he orderred a key from another dealer which includes the cost of programing but refuses to have the other dealer do it - unlike a garage door remote, it does not program in a few minutes....it was also explained that any daignostic charges are included in the repair cost once the repair is completed....we otherwise would charge for diagnostics.  Not sure what he wants at this point?

Thanks a lot. I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. However the offer made on Saturday has been revoked before I had an opportunity to reply and they are now refusing to fix the vehicle. I was willing accept the offer but do not feel that it is really an option now due to the final position they are taking.Is it possible to have the offer reinstated?
Regards,
[redacted]

Below is a synopsis of the customer's visit - this was the first time Crown had ever seen this 14 year old vehicle so we did not have any service history or technicians notes.  As you can see in the complaint, this customer did recieve a key from the other Mercedes-Benz dealer in town and for...

whatever reason did not have it programed and refuses to go back to them.  Like every other Service Center, Crown will charge for diagnostics and then include them (credit the charges) within the actual repair quote - it takes time and effort to take apart the seat for example to observe that the cable was stretched as well as determining why the navigation system is inoperable - the cost of the key includes the programming - not sure why the customer would not of had it programmed to the car but it certainly isnt our responsibility to spend hours diagnosing issues on a vehicle or customer we had never seen before...the customer did pay exactly what they agreed to when it was explained that we would have diagnostic charges which would then be credited toward the repairs - of course they then declined all the repairs.
Customer had three concerns:
 
Concern number 1 was that his navigation would power up, but
would not ‘navigate’.
Concern number 2 was that the left rear seat was folded
down, and would not fold back up.
Concern number 3 was that his wife had purchased a second
key from another dealership, and it would not lock/unlock the doors.  (old
ML has the blade style key, and not a smart key).
I documented all of Mr [redacted]’s concerns, and also reviewed
the associated diagnostic charges.  I called Mr [redacted] and reviewed our
findings (broken navigation antenna-navi, stretched seat cable, and All
Activities Control Module-key).  I provided Mr [redacted] an estimate to make
the corrections to his vehicle, which he declined.  I billed him for the
diagnostic time we invested in his vehicle.  The time charged was
identical to the time documented on the original, signed repair order.

The customer is correct that they were provided a warranty through CNA that was intended for those high mileage drivers that would surpass the 50,000 mile factory Warranty limit. it shows on what we call the product menu that the 'intent' was to provide a 96 month extended service contract...

although there was a clerical error by inputting the incorrect contract code. This actually was the business office and not Andrew the salesperson although he certainly was the one who sold them the vehicle.  Apparently when the warranty was cancelled, the fact that the customer wouldn't receive a full refund was not considered - there has not been any communication regarding not receiving a full refund - Crown will make up the difference from what they paid and what the warranty company remitted now that we have the amount.

[redacted]
[redacted]We certainly apologize for the delay on receiving the Sprinter Van - Mercedes-Benz has also reached out to the consumer and has offered both a nice corporate discount as well as an extended service contract as there have...

been worldwide production delays on the Sprinter Vans. We believe [redacted] has accepted this good faith offer from the manufacturer and will be kept posted as to the progress.Thank youMarc W[redacted]President & General ManagerCrown Automotive Group of [redacted]

I am rejecting this response because:It is not accurate. I have agreed to accept the original offer made by Crown listed on the BBC response by the dealer of $1638 paying for the camshaft and lifters while the engine head is covered by the dealership. However,  after posting the offer it was rescinded by the dealership within a single business day. I did send an inquiry to the local consumer media for assistance, of which nothing has been posted, broadcast nor impaced the dealership in any way.I still am prepared to accept the offer posted on the BBC website specific to the case number.However Crown Chrysler at this time has informed us no future business is desired and severing all ties is their preference including the previously offered resolution.
Regards,
[redacted]

Crown Mercedes invoice #[redacted] has $1333.30 for the intake replacement. If Crown says that I paid 729.88 it means something else was repaired also without my permission. I didn't ask to replace the intake and something else in addition,
because Mercedes [redacted] documented that I have a problem with the
transmission fluid leak, but David K[redacted]r told me that nothing wrong
with the oil cooler lines. He replaced the "cracked air intake". On the recent repair of March 02, 2016 I insisted to replace the oil cooler lines 
by showing the [redacted] Mercedes document. The Crown replacement cost was
$200 more than pointed by [redacted] Technicians. As a result Crown
Mercedes did my engine oil leak which I never had before. One year
before Crown Mercedes broke my AdBlue tank heating element, due to
improper engine start in a very cold weather. They asked $2000 for the
repair, but [redacted] Mercedes repaired the Crown mistake in $1300.The
AdBlue liquid was not filled up because it was ended in $4000 miles,
which was registered by another Mercedes service. I was told that my
AdBlue tank was empty after four weeks of maintenance time and I have it
documented also. Crown Mercedes suppose to  have trusted advisers, but they are not.

complaint #1151886406.27.16 11:47am RICHEY, SHAWN D I have received a call from Crown on Friday 6/24/17 saying there was nothing more needed from me. I received this call from the GM of Crown, Neil. I left him a voicemail telling him I got his message, and thanked him for working this out!Thanks,Shawn Richey

At this point, Mr. [redacted], has accused Crown of repairing leaks that were not there even though his complaint was the vehicle was leaking?  Accused us that we are not an authorized Mercedes-Benz dealership?  Will not acknowledge that he did sign the attached RO's authorizing us to replace the glow plugs (see attached).  Will not acknowledge that we did refill his adblue and gave him a full $250 detail for free. I believe he is trying to state that even though Crown remedied the leaks he complained about in both instances, somehow we decided to replace the less expensive intake tubes and then the transmission Cooler lines (that was leaking transmission fluid) which in both instances did stop what was leaking, he wants someone to pay for the larger repair that he needs today? If he believes there is a problem with the way the vehicle is designed or built, he can contact MBUSA directly or the dealership where he purchased the vehicle.  All the issues he has had are not uncommon but items that need to be maintained just like any other vehicle. I'm sure he will 'reject' our answer although:  We are an authorized dealer with one of the highest customer satisfaction indexes in the country, have his signatures on the estimate/paperwork on the work we performed - nobody enjoys to pay for repairs / maintenance on a vehicle - Mr. [redacted] has taken this to the next level.1) [redacted] line A: Check engine light concern: replaced Glow plug Module $485.90 + tax (line B was for engine oil leaking, repair: replace intake tube $729.88 + tax) 2) [redacted] Transmission Cooler lines leaking transmission oil, replaced on March 2016 $535.78 (oil Cooler assembly replacement recommended due to leaking engine oil Mr. [redacted] elected to only repair the transmission oil leak) RO and estimate attached.
Signatures and timestamps on all Ro’s and final invoices.

On August 13th, the customer purchased a brand new Jeep Cherokee that had just come off one of two carriers with about a dozen other similar vehicles.  The customer signed and contracted for this particular vehicle as it was the color they wanted- as it was a Saturday...

afternoon, the vehicle would not have been able to go through the Pre-delivery process (PDI) and detail until the work week started for the technicians.....it was decided that they would take delivery Wednesday. The salesperson did not "lie" about the condition of a brand new vehicle - he did assume like all other new vehicles, Wednesday would be enough time to PDI & detail the vehicle - there were several truckloads of vehicles that needed to go thru this process as well as there were other sold vehicles that came in.  The vehicle was reported sold to the manufacturer that day and the paperwork was delivered to the credit union Monday along with the title work to the State and BMV. The customer for all legal purposes 'owned this Jeep and this Jeep only as the turned in a lease as well.On Tuesday, the customer was informed that a part needed to be ordered on the Jeep and there was a possibility it wouldn't be ready Wednesday ( actually it turned out it was)....the customer demanded another vehicle - Crown obliged although they are correct - they were told there would be nothing wrong with the vehicle ( which apparently they interpreted as pressure).... Crown contacted the credit union stating what was happening whereas they obliged as well - Crown had to payoff the first loan as it was easier than doing a substitution of collateral as they waived the bank payoff fees....Crown absorbed the cost of all the titlework fees... the customer took delivery after signing another set of paperwork on a vehicle of a different color.Again, they had also turned in leased vehicle.  Legally, and what happens in very transfer event, the paperwork they signed each time, removed ownership from one vehicle to another...legally and technically, the customer on Saturday owned one vehicle and when we substituted the second new vehicle on Wednesday, they owned only the one vehicle.  This is something the customer and especially the significant other cannot comprehend...the significant other called the BMV where their records still showed the ownership of the turned in lease as still belonging to the customer - then vehicle one ( as it was bought and put in the customers name) and then vehicle two.  It has been explained over and over that the paperwork processed by the State/BMV does not happen instantaneously.  Until the bank dispositions the turned in lease, the BMV will show they own the vehicle...until the first vehicle bought on the 13th is processed by the BMV the same will be true as will the second...but again, legally, the customer has not owned more than one vehicle - which is why the BMV gives a temporary tag for 45 days - the copies of the paperwork given the customer details this.  There is nothing different about this situation that every customer that trades in a vehicle or turns in a lease doesn't go through.  Dealerships do not have access to the BMV and States computer system to process transactions - it's still done with paper applications.  We hope the customer enjoys his one vehicle - the only vehicle that he legally owns and apologize if we have not been clear as to how registration and titlework happens in the State of Ohio.

We had a new $53,000 Jeep Grand Cherokee Sumit posted online that was sold on Friday, February 13th ....a glitch within the Chrysler Manufacturer's hosted website - dealer.com, rather than removing the vehicle, posted the sale price for $175 (one hundred and sevety five dollars).  Our sales manager apologized to Mr. [redacted] via the telephone and explained that not only was the vehicle gone, the list price of $175 was incorrect.

Thank you for allowing us the opportunity to address our customer’s complaint.  There appears to be a misinterpretation by the customer regarding two separate and unrelated fluid leaks, one being oil, the other transmission fluid;  both repairs were approved by Mr. [redacted].  The...

first repair replaced a cracked air intake tube which was the cause of the oil leak and  the other approximately 7 months later, where the transmission cooler lines were replaced as transmission fluid was leaking.  The vehicle service history after he purchased the vehicle in Colorado is as follows:Vehicle was at Crown for an ‘A’ Service on 2/15/2011 with 10,245 miles, then for a ‘B’ Service on 12/15/2011 with 20,406 miles, then on 1/25/2013 with 29,725 miles for another Service.  After this service, there was a question about the addition of the AdBlue fluid whereas either the fluid was not added or enough was not added as the ‘low value’ light was illuminated sometime during the next 11 months – for this, Crown did refill the fluid and gave the customer a free detail ($250 value) on 12/13/13 (11 months later).The customer then visited the other Mercedes-Benz Store in town for his next two services ( [redacted] ) on 1/21/2014 with 36,573 miles and again on 1/17/2015 with 43,856 miles.  He then visited Crown again on 8/11/2015 with 48,126 miles with an oil leak complaint.  Crown found that an air Intake tube was cracked and oil due to ‘blow by’ was leaking out of this broken tube.  This is a ‘known’ condition with this particular diesel engine – the charge was $729.88 plus tax (not $1333) to replace the broken intake tube and clean the engine.  Because oil had leaked downwards over top two other areas whereas oil can leak ( the engine oil cooler and the rear main seal), the engine was cleaned…the air intake tube was definitely broken -oil was observed leaking out down onto the rest of the engine.The next visit to Crown on 3/02/2016, with 52,348 miles was for again, a leak – we replaced the transmission cooler lines for $535.78 which were leaking transmission fluid, not oil.  The customer does have an engine oil cooler leak as well – which he declined Crown to repair.Crown also did do an oil change and added new oil. When the oil is drained, there is still a small percentage of the ‘old’ oil that does remain coating the internal engine walls/components and after running, especially in a high compression diesel,  will discolor the new oil although the viscosity benefits remain. Crown could have initially ‘assumed’ that not only the air intake tube was cracked causing the leak, but that the engine oil cooler lines and rear main seal were leaking as well and replaced everything as oil had coated all these areas…Crown certainly would have benefited financially if we had taken this route rather than repair the least expensive cause that we could actually observe was leaking oil. That is not the way Crown does businessThese are the facts and events that transpired regarding the servicing of this customers vehicle, Crown is not responsible for the initial air intake tube that malfunctioned…we simply replaced it with a new one which remedied the problem.

We were told by the customer that the extended service contract company was covering the seat track as this is a stated coverred component within the contract - considering that we do not have possesion of the vehicle as it's at another dealership, we cannot submit the claim although it sounds as if the other dealership did. The extended service contract covers an incredible amount of components (including seat tracks) and the high dollar items such as the engine, transmission and almost every major system has coverage.

Thank you for allowing us the opportunity to respond to this persons complaintThe complaint alleges false advertising practices related to the internet price of a 2016Fiat 500X Easy for sale at Crown Fiat in Dublin Ohio. The obviously incorrect price of $900.00 on a car that retailsfor...

$23,000.00 appeared on 2 web sites; Auto.com and Cars.com. Auto.com was acquired by Cars.com earlier this year and began to push Crown’s information to that site without our knowledge.The information on these web sites and others is extracted and compiled from a number of different sources, data bases, data feeds, and data silos and are subjectto data entry scrivener’s error by parties unrelated to Crown Fiat. Most of these web sites contain some form of disclaimer regarding the accuracy of the contentand ($22,000 below market price and over 25 times wrong) was incorrect. Following the disclaimer instructions, the customer did call toinquire about the $900.00 price and was immediately informed that it was incorrect and the car could not be sold at that incorrect price. In thisparticular case the $900.00 was exactly equal to the Manufacturer’s transportation charge only...The information was provided directly to Auto.com via feed from FIAT without prior notice to Crown.  Crown regularly reviews the on-line inventory data for errors such as the one here: however withover 40 websites and thousands of vehicles, every once in a while one error is simply misses.  It was never Crowns intention to deliberately post a deceptive or false price of $900 for a $23,000 plus vehicle.We apologize for any inconvenience this may have caused.  We will of course sell Mr. [redacted] any vehicle in our stock at a fair market price.

There are so many lies in the two responses from Crown Mercedes/Crown Eurocars of Dublin, Ohio, it is hard to know where to begin with this reply. Not that I am surprised, mind you, as they have already demonstrated a pattern of unethical behavior. So these lies are certainly consistent with their history. I tried everything I could do get a deal done with Crown. They thought they could pass off a lesser car (far more miles than they represented) for a higher price (sent me horribly disorganized paperwork with different pricing on various documents, but all pricing was higher than that to which we agreed). When realizing that they could not hustle me by selling me a *lesser*
car for *more* money (talk about slimy), they were quick to back
out of the deal. Perhaps these underhanded tactics work on other
less-experienced buyers, I don't know. If so, what a shame that is. But I wasn't about to be victimized in this manner. Because we had agreed to a deal for this car, I passed on other excellent opportunities for similar cars. After Crown backed out of our agreement, I went back to the other sellers to see if said opportunities were still available, but they were not. So Crown's disgusting behavior not only cost me the their car but other cars, as well. Here again, Crown has made ABSOLUTELY NO ATTEMPT AT REMEDIATION OR RESOLUTION, so I of course am unable to accept their response toward closure of this complaint. I have yet to see any evidence that they are acting in good faith toward fixing the debacle they created. I guess all I can do now is wait for their next imaginative and creative reply. Fiction-writing at its best!

just reread my email I sent…..there is a mistake – we sold it on 8/2/15 not 8/15/15____________________________________________I apologize for the delay as I couldn’t figure out how to send the [redacted] CarFax last night…then this morning I had it pulled up and asked a 23 year old how to do it and he simply copied and pasted the link…talk about feeling old….So the [redacted] CarFax is attached to the below link – when opened you’ll see it was sold new on 12/29/2011…on July 6, 2012 an accident occured.   I do see on the CarFax something I didn’t notice before – in fine print, it states that the CarFax report did not show this accident information until 9/29/2015…so there would not have been anything on the CarFax when Mr. [redacted] bought the vehicle if this is accurate.The first owner then kept the vehicle until around April of 2014…where it was bought by [redacted] and Certified by the manufacturer – if there was anything wrong with the vehicle – evidence of a serious accident for example, they would not have Certified it.  It was sold again in May of 2014 and driven another 16,000 miles where the owner started to have the maintenance performed at Crown.Then at 31,505 miles, we bought it and put it for sale where Mr. [redacted] purchased the vehicle on 8/15/2015If the CarFax note is correct, it would have shown a clean CarFax when purchased as 2 months went by until 9/29/2015.Interesting, although it does change the fact that Crown or [redacted] never would have seen a blemish on the CarFax report so there would have been nothing to show as far as an accident although with the history, I cannot imagine it was in a serious accident and there is no mention of structural, frame, or unibody damage.Thank youMarc W[redacted]President & General ManagerCrown Automotive Group of Dublin

It looks as though the folks at [redacted] did not attempt to submit these claims through the extended service contract initially...it was easier for the service advisor to just say that it's not coverred and just take a check from the customer. The seat track for example is spelled out within the 'stated coverage' and amazingly due to the customers persistence they were able to get this paid for...our service department called the insurance company and asked about the same type repair and had an immediate approval.  We are now determining what the other repair is...its a very comprehensive warranty which covers hundreds of repairs including the expensive ones like engine, transmission, A/C. brakes, suspension. etc...