David R. McGeorge Car Company - Mercedes Benz

Revdex.com spoke with the businessThe customer’s concerns with the water pump were addressed multiple times by the businessWhen they were unable to determine the cause of the water pump failure the dealer brought in a tech to do further review of the vehicleIt was determined there were issues with the engine causing the water pump to fail on such a short amount of timeThe dealer recommended the customer replace the timing cover, replace t-stat, replacing coolant tank and re seal the left and right valve coverThe customer did not elect to have the vehicle repair at the dealer and took it elsewhere to have the water pump again replaced and to have the recommended work done to the vehicleThe dealer will not be covering the cost of this repairs done elsewhereThe customer was aware of the need for a test drive the dealer stands behind the length of the test drive and its necessity in determining the underlying issues with the vehicle

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
The customer contacted Revdex.com to state that she did not give permission for her vehicle to be driven so many miles as she was never contacted about this specifically and wants to be refunded $a mile that was put on the vehicleEven to test drive the vehicle there is no reason the business's tech should have taken it home over night.The customer wants the business to refund the price she paid them for the water pump because after all of the work the business did to the vehicle she still have to go elsewhere and have the water pump replacedNow the vehicle is running correctly

To whom is may concern:*** *** Complaint Revdex.com ***On July 9th ** *** *** *** *** *** *** was towed 126,miles for a complain of coolant
light on, we diagnosed and found water pump to be leaking, it was then
replaced.May 13,
vehicle was brought in stating water pump
is leaking and again we found the water pump was leaking and it was replaced
miles, no charge to customer it was replaced under *** *** parts
warranty.May 26, vehicle was again brought in for coolant
leaking and again we found water pump was leaking and again it was replaced
under *** *** parts warranty, no charge to the customer.June miles vehicle was towed in stating
coolant leaking again and again we found the water pump was leaking and also
the coolant cap was not holding pressure and the water pump was replaced under
*** *** parts warranty and the cap was not charged to the customer
*** *** of Richmond absorbed the costWe noticed between May 13th and May 26th the vehicle had been driven miles and between May
and June it had been driven milesWe asked the customer for
permission to drive the vehicle extensively so if there were some underlying
reason we would have the vehicle fail on us rather than the customer and the
customer agreed.June miles the vehicle was again towed in
and we again found the water pump leaking, very unusual situation for a water
pump to continue to fail, these water pumps are remanufactured and purchased
from *** *** but the likely hook of defective water pumps were slim so
we contacted *** *** USA and they sent there Technical Field Specialist
*** to help with the situations*** noticed there was an aftermarket
thermostat but no signs of damage also noticed when the coolant was drained a
foreign material was noticed come out (possible stop leak) he also noticed the
timing chain cover seal was sitting correctly and suspect possible crankcase
pressure had pushed the seal out of place and during the inspection *** found
possible extra carbon build up in the oil, we removed the PCV camber tubing to
check PCV chamber inside for signs of blockage causing extra pressure in the
crank case, at that time is was recommended removal of valve covers for
inspection, customer declined. Ms*** express that she wanted a refund for the
1st water pump and mileage, we respectfully decline for the reason
the water pump was leaking and needed replaced, it was bad due to the other
issues described above and she requested the replacementWe also declined her
mileage refund because it was explained to her and she had authorized the
testing miles.Regards,*** *** **Mercedes-Benz of Richmond

*** *** is lyingI did not give them permission to drive my carI do expect a test drive and I will even allow miles but miles is outrageousWhen I noticed the miles I called the service manager, director and corporate officeI was told the technicians drove my car home, one in Tappahannock the other PowhatanWhat fool would allow someone to put that many miles on their car wear and tear, not sure of the problemThey claimed all this stuff was wrong with my car that I never heard of, until they got to a point in which they could not determine why the water pump kept leakingIf you notice on the paper work my car had only been test driven twiceThe foreign object they claimed they found in the coolant tank, if you notice, they say they drained the coolant every time they replaced the water pump, why did they not see it before the fifth time? If they can`t refund the water pump at least compensate for the mileage, wear and tearIf they lied, and cheated me, think of how many more customers they wrongfully mistreatedI plan to contact the news channelThey totally took advantage of me. Yes I got my car repaired, not all of what they say was neededHave been driving it almost every day ( in which I basically drove on the weekend)Car is fine no problem has occurred since

To whom is may concern:*** *** Complaint Revdex.com ***On July 9th ** *** *** *** *** *** *** was towed 126,miles for a complain of coolant
light on, we diagnosed and found water pump to be leaking, it was then
replaced.May 13,vehicle was brought in
stating water pump
is leaking and again we found the water pump was leaking and it was replaced
miles, no charge to customer it was replaced under *** *** parts
warranty.May 26, vehicle was again brought in for coolant
leaking and again we found water pump was leaking and again it was replaced
under *** *** parts warranty, no charge to the customer.June miles vehicle was towed in stating
coolant leaking again and again we found the water pump was leaking and also
the coolant cap was not holding pressure and the water pump was replaced under
*** *** parts warranty and the cap was not charged to the customer
*** *** of Richmond absorbed the costWe noticed between May 13th and May 26th the vehicle had been driven miles and between May
and June it had been driven milesWe asked the customer for
permission to drive the vehicle extensively so if there were some underlying
reason we would have the vehicle fail on us rather than the customer and the
customer agreed.June miles the vehicle was again towed in
and we again found the water pump leaking, very unusual situation for a water
pump to continue to fail, these water pumps are remanufactured and purchased
from *** *** but the likely hook of defective water pumps were slim so
we contacted *** *** USA and they sent there Technical Field Specialist
*** to help with the situations*** noticed there was an aftermarket
thermostat but no signs of damage also noticed when the coolant was drained a
foreign material was noticed come out (possible stop leak) he also noticed the
timing chain cover seal was sitting correctly and suspect possible crankcase
pressure had pushed the seal out of place and during the inspection *** found
possible extra carbon build up in the oil, we removed the PCV camber tubing to
check PCV chamber inside for signs of blockage causing extra pressure in the
crank case, at that time is was recommended removal of valve covers for
inspection, customer declined. Ms*** express that she wanted a refund for the
1st water pump and mileage, we respectfully decline for the reason
the water pump was leaking and needed replaced, it was bad due to the other
issues described above and she requested the replacementWe also declined her
mileage refund because it was explained to her and she had authorized the
testing miles.Regards,*** *** **Mercedes-Benz of Richmond

Revdex.com spoke with *** from the company and he expressed his empathy for the consumer Unfortunately, the consumers car is out of the manufacture warranty being over years old and over 50,miles The service manager contacted *** *** and set up a good will assistance claim which is where they were able to reduce the repair from $to $ The claim will be open for months and after that time period*** will close the claim and a new one would need to be submitted

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
The customer contacted Revdex.com to state that she did not give permission for her vehicle to be driven so many miles as she was never contacted about this specifically and wants to be refunded $a mile that was put on the vehicleEven to test drive the vehicle there is no reason the business's tech should have taken it home over nightThe customer wants the business to refund the price she paid them for the water pump because after all of the work the business did to the vehicle she still have to go elsewhere and have the water pump replacedNow the vehicle is running correctly

Unfortunately I did not keep very good records thinking I would be receiving good service. The sales rep used the "f" word during my first service experience and while he did apologize it is not the level of service I would expect from an employee of MB.    I trust ** will have a record of...

the service tickets. I was not given any paperwork that I recall each time they asked me to keep coming back.   My sales rep retired so I did not have an advocate that was helping me out.

Revdex.com spoke with the business. The customer’s concerns with the water pump were addressed multiple times by the business. When they were unable to determine the cause of the water pump failure the dealer brought in a tech to do further review of the vehicle. It was determined there were issues with the engine causing the water pump to fail on such a short amount of time. The dealer recommended the customer replace the timing cover, replace t-stat, replacing coolant tank and re seal the left and right valve cover. The customer did not elect to have the vehicle repair at the dealer and took it elsewhere to have the water pump again replaced and to have the recommended work done to the vehicle. The dealer will not be covering the cost of this repairs done elsewhere. The customer was aware of the need for a test drive the dealer stands behind the length of the test drive and its necessity in determining the underlying issues with the vehicle.

Review: I contacted** as my rear window sun shade stuck in the up position just outside of the warranty period. I took the vehicle in and was told they would get back to me on a price. I was contacted days later and told about 2,600.00. I never received anything in the mail or email as to how the price was arrived. I contacted ** again to complain that price was outrageous for a simple sun shade and thought I was being taken advantage of by the service department representative due to being a female. I was contacted by a manager to come back in and I would be taken care of only to find they would now reduce the price to 700.00 from 2,600.00. Again, I was not provided anything by email as to how they arrived at that price. I declined the repair at 700.00 contribution.Desired Settlement: I would like my rear shade to come down and not be stuck in the up position

Consumer

Response:

Unfortunately I did not keep very good records thinking I would be receiving good service. The sales rep used the "f" word during my first service experience and while he did apologize it is not the level of service I would expect from an employee of MB. I trust ** will have a record of the service tickets. I was not given any paperwork that I recall each time they asked me to keep coming back. My sales rep retired so I did not have an advocate that was helping me out.

Business

Response:

Revdex.com spoke with [redacted] from the company and he expressed his empathy for the consumer. Unfortunately, the consumers car is out of the manufacture warranty being over 4 years old and over 50,000 miles. The service manager contacted [redacted] and set up a good will assistance claim which is where they were able to reduce the repair from $2600 to $700. The claim will be open for 6 months and after that time period[redacted] will close the claim and a new one would need to be submitted.

Review: McGeorge sold me a pre-owned certified Mercedes-Benz in June that has been riddled with problems. After the fourth time I had to bring it in for repair, for the same recurrent issues, I asked that they issue a refund, as the car was clearly defective and despite the best efforts of the service department they were unable to fix the problems. I was told that they would look into options to get us out of this car, but all they have come up with are options that would still cost me thousands of dollars. I have continued to express my dissatisfaction with these options, and the general manager, [redacted], and the sales manager, [redacted], have continued to run us around, insisting that they have no legal obligation to make this right, and that they do not intend to lose money fixing our issues. Whether they have a legal obligation or not, I feel this is an example of the worst customer service I have ever experienced. I feel that a company should stand behind its product and if it is defective, the customer should not be the one to foot the bill.Desired Settlement: I wish to be issued a refund for the financed price. Although the current issues remain under warranty they will not be so forever, and I will be stuck with a lemon while [redacted] and [redacted] laugh all the way to the bank.

Business

Response:

I spoke with [redacted] from the business and he stated that the consumer came in for repairs to the car and the business repaired them. The consumers then told the business that there was a noise coming from the back and latch was not staying shut. The company took a look and did a repair that they thought would help with the latch. The consumers then came back to the dealership saying again that the latch was not staying. The company drove the car around and tried to get the latch undone and it would not happen on its own. The business then replaced the motor under the consol. There were no codes in the car to grab. The vents in the front and middle of the dash are not made to blow hot air. They blow only AC and fresh air. There are vents under the seats that blow the hot air. The wife then got in contact with the business again about the noise and they schedule an appointment and the consumer never showed up. [redacted] stated that the has been in contact with the husband about giving him a deal either on a new car or he will buy the car from the consumer for $27,500. He stated that the consumer declined both offers.

Review: I first took my car to [redacted] July 09,2014 for a water pump leak in which they repaired. Around May 13, 2015 the water pump began to leak, being under warranty I returned it back to the company. They claimed another water pump was replaced. I received the car back, same mileage out as going in. May 26,2015 the car ran hot ,water pump leaking again. Returned to company a second time. [redacted] claimed they did pressure test and replaced water pump, I received the car back. June 18. 2015 car ran hot, water pump leaking again. Return it a third time. [redacted] claimed pressure test was performed, water pump replaced and they put 270 miles on my car to see if it was leaking ( I questioned about the mileage which was unnecessary). I received the car back again. Within this frame time I called the service manager, director and corporate office. June 22, 2015 car went back to [redacted]. They kept it from June 22 thru June 29 when they called me to let me know what they found and that it would cost me $4,559.00 to fix. I declined because some things should have been fixed the second service. They kept working on my car over and over and could not tell me what was wrong. They wanted me to pay all this money for work they could not guarantee.The only answers they could give me was maybe or could be. I paid for service I felt I did not get. I had my car towed to another location whereas it has been repaired for $632.00Desired Settlement: To be refunded for the water pump, mileage, wear and tare on my car for the 270 miles they put on it.

Business

Response:

To whom is may concern:[redacted] Complaint Revdex.com [redacted]On July 9th 2014 [redacted] was towed 126,886 miles for a complain of coolant

light on, we diagnosed and found water pump to be leaking, it was then

replaced.May 13,2015 vehicle was brought in stating water pump

is leaking and again we found the water pump was leaking and it was replaced

129688 miles, no charge to customer it was replaced under [redacted] parts

warranty.May 26, 2015 vehicle was again brought in for coolant

leaking and again we found water pump was leaking and again it was replaced

under [redacted] parts warranty, no charge to the customer.June 15 2015 130082 miles vehicle was towed in stating

coolant leaking again and again we found the water pump was leaking and also

the coolant cap was not holding pressure and the water pump was replaced under

[redacted] parts warranty and the cap was not charged to the customer

[redacted] of Richmond absorbed the cost. We noticed between May 13th and May 26th the vehicle had been driven 250 miles and between May

28 and June 19 it had been driven 144 miles. We asked the customer for

permission to drive the vehicle extensively so if there were some underlying

reason we would have the vehicle fail on us rather than the customer and the

customer agreed.June 23 130520 miles the vehicle was again towed in

and we again found the water pump leaking, very unusual situation for a water

pump to continue to fail, these water pumps are remanufactured and purchased

from [redacted] but the likely hook of 5 defective water pumps were slim so

we contacted [redacted] USA and they sent there Technical Field Specialist

[redacted] to help with the situations. [redacted] noticed there was an aftermarket

thermostat but no signs of damage also noticed when the coolant was drained a

foreign material was noticed come out (possible stop leak) he also noticed the

timing chain cover seal was sitting correctly and suspect possible crankcase

pressure had pushed the seal out of place and during the inspection [redacted] found

possible extra carbon build up in the oil, we removed the PCV camber tubing to

check PCV chamber inside for signs of blockage causing extra pressure in the

crank case, at that time is was recommended removal of valve covers for

inspection, customer declined. Ms. [redacted] express that she wanted a refund for the

1st water pump and mileage, we respectfully decline for the reason

the water pump was leaking and needed replaced, it was bad due to the other

issues described above and she requested the replacement. We also declined her

mileage refund because it was explained to her and she had authorized the

testing miles.Regards,[redacted]Mercedes-Benz of Richmond.

Consumer

Response:

I have reviewed the offer and/or response 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The customer contacted Revdex.com to state that she did not give permission for her vehicle to be driven so many miles as she was never contacted about this specifically and wants to be refunded $3.00 a mile that was put on the vehicle. Even to test drive the vehicle there is no reason the business's tech should have taken it home over night.The customer wants the business to refund the price she paid them for the water pump because after all of the work the business did to the vehicle she still have to go elsewhere and have the water pump replaced. Now the vehicle is running correctly.

Business

Response:

Revdex.com spoke with the business. The customer’s concerns with the water pump were addressed multiple times by the business. When they were unable to determine the cause of the water pump failure the dealer brought in a tech to do further review of the vehicle. It was determined there were issues with the engine causing the water pump to fail on such a short amount of time. The dealer recommended the customer replace the timing cover, replace t-stat, replacing coolant tank and re seal the left and right valve cover. The customer did not elect to have the vehicle repair at the dealer and took it elsewhere to have the water pump again replaced and to have the recommended work done to the vehicle. The dealer will not be covering the cost of this repairs done elsewhere. The customer was aware of the need for a test drive the dealer stands behind the length of the test drive and its necessity in determining the underlying issues with the vehicle.

Consumer

Response:

[redacted] is lying. I did not give them permission to drive my car. I do expect a test drive and I will even allow 20 miles but 270 miles is outrageous. When I noticed the miles I called the service manager, director and corporate office. I was told the technicians drove my car home, one in Tappahannock the other Powhatan. What fool would allow someone to put that many miles on their car wear and tear, not sure of the problem. They claimed all this stuff was wrong with my car that I never heard of, until they got to a point in which they could not determine why the water pump kept leaking. If you notice on the paper work my car had only been test driven twice. The foreign object they claimed they found in the coolant tank, if you notice, they say they drained the coolant every time they replaced the water pump, why did they not see it before the fifth time? If they can`t refund the water pump at least compensate for the mileage, wear and tear. If they lied, and cheated me, think of how many more customers they wrongfully mistreated. I plan to contact the news channel. They totally took advantage of me. Yes I got my car repaired, not all of what they say was needed. Have been driving it almost every day ( in which I basically drove on the weekend). Car is fine no problem has occurred since.