Fletcher Jones Motorcars

To Whom it May Concern: Thank you for bringing the complaint of Ms[redacted] to our attentionWe have investigated the claims presented by Ms[redacted] in her Revdex.com complaint Although Fletcher Jones Motorcars take great pride in providing our guests exemplary customer service in this circumstance we find no credible evidence exists that any personnel of Fletcher Jones Motorcars caused the damage to the vent mechanism referred to in Ms [redacted] ’s correspondence However, in the spirit of good faith and in an effort to provide goodwill toward our customer Fletcher Jones Motorcars is willing to replace the subject vent lever at a cost to the customer of the part(s) only plus any applicable state sales tax for the partThe part cost will have to be confirmed by our service director Mr [redacted] ***If Ms [redacted] is interested in accepting this goodwill accommodation she may contact him directly to provide the appropriate year, make, model and VIN # of her vehicle so that he may confirm to her the cost of the replacement part(s) Fletcher Jones Motorcars will not charge the customer for any labor costs for the installation of the claimed inoperable vent part Based on all of the facts and circumstances connected with this event it is our belief that this accommodation is more than fair and reasonable Very truly Yours,

The customer complaint about the warranty issue has been resolvedMB usa has approved a goodwill repair and the customer has already made the appointment for repair

Revdex.com: I have reviewed the 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 In response to your so called, “spirit of good faith,” I say no this is not a “spirit of good faith,” since your company Fletcher Jones Mercedes broke the part Any company that has integrity would fix it with no cost to the customer I am sure it was an accident, but it should have been brought to my attention immediately, because the person who broke the vent lever must have realized what happened After all, the lever is completely missing now, which means whoever broke it must have thrown in away in an attempt to hide their mistake The true “spirit of good faith” would be to apologize to me for any inconvenience and replace the part along with labor at no cost to the customer I have been coming to Fletcher Jones for more than years and have had no problems whatsoever, until now Everyone has been courteous and professional [redacted] told me that your policy is that the customer must contact Fletcher Jones within hours of finding a problem I believe hours is more than reasonable I have no reason to lie I keep my car in very good condition and know that the vent lever was in place when I brought the car in I have owned all types of cars and have never experience this before, where a dealership does not have integrity and truly does not care about their customers If you do not totally take care of the problem within days from 8/4/2014, I will put a detailed, negative review on your website If you do take care of the problem properly, I will give you a very good review Either way, the review I post will be the one you have earned I trust you will re-think your position and do the right thing Fix my car for free and keep your satisfied customer Regards, [redacted]

Dear Ms***:Thank you for your letter and the customer correspondence dated February 27, This will serve as the formal reply on behalf of Fletcher Jones Motorcars, (FJMC)The vehicle in question was as the customer admits EXCLUDED by Mercedes-Benz USA, (MB USA) for any extended warranty coverageIn addition to the customer admission concerning this fact please find attached the bulletin from MB USA clearly stating the exclusion from extended warranty coverage for this model vehicleDespite the fact that MB USA has refused to repair the vehicle under any extended warranty coverage FJMC has as the customer also admits offered to perform the repairs at a discounted price as a good will customer accommodationFJMC is still willing to perform the repairs at the discounted price referred to in the customers correspondence but does not agree to perform the repairs at no cost to the customer If the customer decides to accept the discount offer from FJMC and move forward with the repairs he may contact his service advisor to schedule a repair appointment.Respectfully, [redacted] ***

[redacted] 11:AM (minutes ago)to info, me Hello, below is our response for Mr [redacted] , please let me know once this is closed thank you To whom it may concern: Thank you for bringing this matter to our attentionFletcher Jones Motorcar personnel take great pride in creating a premier customer experience for all of our guestsAs part of that experience our personnel clearly communicate all of the important details of each transaction to our guests both during the sale process as well as the final contract processWe have reviewed the customers complaint in this matter conducted our own investigation and respectfully must disagree with many of the customers contentions about the lease payoff issue on his *** vehicleThe customer visited Fletcher Jones Motorcars on Sunday September 21, to negotiate the purchase of his [redacted] vehicleAt that time the customer advised the Fletcher Jones Motorcars staff that he had remaining payments due on his leased *** vehicle and that each monthly payment totaled $ [redacted] The total remaining amount due on the *** lease was represented by the customer to total $ [redacted] ( $ [redacted] X remaining payments)There is written documentation to support this positionAdditionally, during the negotiation it was explained to the customer that Fletcher Jones Motorcars would make the remaining payments that totaled $ [redacted] to *** on the customers behalf and the specific sum of $ [redacted] would be added to the sales contract for his purchase of the [redacted] vehicleThe customer acknowledged that he understood this and agreed to that sumThis is clearly itemized in the Retail Sales Installment contract which the customer signedThe customer has a copy of this contract as well which specifically sets forth on Section line T of the contract that $ [redacted] would be paid to [redacted] financial services for his leased [redacted] vehicleThis specific line itemizing that exact amount due to [redacted] was also initialed by the customer at the time the contract was finalizedFurther as agreed in the written contract signed by the customer, Fletcher Jones Motorcars promptly issued a check in the amount of $ [redacted] to [redacted] financial services regarding the customer’s leased [redacted] vehicleThat check was negotiated by [redacted] financial services as wellIt is not clear exactly what the customer claimed additional $ [redacted] in charges due to [redacted] financial services representThe customer has not identified whether this sum represents late charges on his prior lease payments, excessive wear and tear on the leased vehicle, damage, mileage charges in excess of the stated amount on his [redacted] lease, missed payments or simply a failure on the customer’s part to properly identify the amount due to [redacted] financial servicesRegardless of the reason what is clear is that the contract the customer negotiated and agreed to set forth a precise sum in dollar amounts that would be paid to [redacted] financial services and that sum was in fact provided by the customer and acknowledged by the customer in the contractFor all of the reasons set forth above Fletcher Jones motorcars respectfully disagrees with this customer’s characterization of the events as well as his request that Fletcher Jones Motorcars pay to him $ [redacted] which he has claimed are additional amounts due to [redacted] financialThank you for the opportunity to respond to this matterSincerely, [redacted] ***

Revdex.com: I have reviewed the 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 This is an insult> First as far as their offer I already get a good customer 15%So they offer little to nothingThe dealer claims to have hands tied and the Manufacturer states that most dealers will work with the customer from their "Goodwill Funds"I have had this reviewed by an attorneyHe found more than complaints for this model which equates to a inferior designWe also found that many dealers cover this repair for their customers for $When I contacted NHTSA they stated that these gas leaks are well documented and a major hazard so far it is just luck that there has been no one killed What makes this insult is that I continue to get passed back and forth between dealer and manufacturer with no resolutionThis response is just a continuance of the situation I was a customer of Fletcher Jones they speak very highly of their cars and their volume and customer serviceBut now they say they are merely a franchise and don't warranty or stand behind the productI believe complaints equals a bad design with potential danger and serious odorsAs a customer I don't car about the serial number the problem is the same result with all models Gas leaks out of tank under rear seatThey have quoted $for repairI am retired and was a loyal customer for all serviceI have also read that owners have fixed and replaced tank to only happen againGet it fixed with a new engineered design Mercedes ands stand behind your product

Dear [redacted] Thank you for your correspondence dated April 16, 2015.On behalf of Fletcher Jones Motorcars, ( FJMC) we have reviewed the customers complaint and provide the following response.Although we appreciate that the customer is frustrated with his current engine problem he is essentially... requesting that FJMC perform the repair work at no charge to him under the manufacturer’s warranty. FJMC must respectfully decline.Based on the inspection of the engine and related components it appears that the mechanical problems the customer is experiencing are due to the installation of a non OEM oil filter which did not perform adequately causing the turbo charging unit on the vehicle to fail. The customer has acknowledged that he used an aftermarket filter and performed his own oil changes. On inspection of the vehicle there was excessive oil and sludge found in the aftermarket filter and oil dipstick which FJMC believes caused and or contributed to the failure of the turbo charging unit on the vehicle, ( see attached photos). The aftermarket oil filter the customer used was not a Mercedes-Benz approved OEM replacement filter.Despite the issues noted above, as a customer accommodation effort the FJMC service department requested warranty assistance for the customer through Mercedes-Benz USA however it has declined to provide any warranty repair because of the use of the non OEM approved oil filter by the customer. As the customer has been advised any warranty repair assistance must first be authorized by the manufacturer/distributor MB USA. As MB USA has declined warranty repair for the reasons explained above FJMC is unable to accommodate the customer’s request that it either repair the vehicle at no charge to him or pay him for repairs he performs.Thank you for your attention

Revdex.com:
I have reviewed the 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
Regards,
*** ***
I have received the message from FJ Motors and find inadequate explanations of my complaints and the facts that were discussed in my purchased of the GLK MBI feel compelled to reply to this case and the response from Fletcher Jones:My initial discussions were to turn in my GLK and an attempt to mitigate my mileage overrun and my early lease return which was to expire in Aug After discussion of various models by the salesman *** *** he said it best to look at the new models(GLK 350's) I stated that I would and that he could eliminate the moonroof if necessaryHe readily searched his inventory and he said that he had a white exterior and a black interiorI said that my was white with a beige interiorHe told me that he would send over the white/black carI agreedWe then continued to negotiate the price and ended up with a year lease with 10K miles per year with $drive off at $per mouthMy lease was $per month with $downHe explained the difference in price due to inflation and the increased cost of a At this point I never saw the car for examination and test drive because it was being delivered from another lotHe explained that I should get in line for the closing now because they were busy and if I didn't it may be another hour waitI proceeded to closing and signed the deal with no car presentThe new car arrived and was scheduled for a car review I immediately noticed the new car had no garage openerHe said I would have to use my manual garage door opener which I later found that I do not haveI have used the car opener for yearsHe said I could get one installed by someone in Costa MesaThe delivery specialist installed my phone and I drove off the lot thinking everything else would be similar to my 2013.At no time did the dealer suggest I go over every option and detail of the new car and for the sake of newness that it would be very similar to my old carI found out later that day and drove the car back to the dealer the next day for review and explanation on the Navigation System which seemed different from my I was then informed by the delivery specialist that this was an aftermarket system added to the car and was no way comparable to the OEM system We tried several destinations; some didn't register with the system This is fraud by the omission of facts.Also fraud by the omission of fact are no keyless entry, keyless start, automatic trunk lift, MP connection, etcAll that I had on the old car I did not have on the new one. That day I talked to a Sales Manager to see what could be done: He pointed to the "No Cooling Off" signs plastered all over the walls I went into the narrative about the dissatisfaction and the omission of details and he stated " I hate when my salesmen do this"And that a car with options like my old car would cost considerably more and the General Manager would not agree to an exchanged or a renegotiation anywayI called the salesman who was off that day and he said he would see what he could do It has been days and no word.I hate to think that a number one dealer in the USA as advertised by Fletcher Jones would not even respond to the consumer except in an e-mail from the Revdex.comClearly, this is fraud by omission of facts and shows no customer loyalty or "we care about your business and will do anything to make this a pleasant experience".I'll take my old car back or exchange the new one with more options as notedI think this is very fair and reasonable and FJMJ should have the resources to do so

Thank you for your correspondence dated February 26, regarding matter #***Please accept this response on behalf of Fletcher Jones Motorcars. We have investigated the claims asserted and it appears that a number of the statements set forth in this guest’s correspondence contain
significant omissions concerning the factual events regarding his recent vehicle lease transaction.At the time this customer visited FJMC he stated to our personnel that his primary objective was to keep his monthly lease payment exactly the same on the new GLK vehicle he intended to lease as the previous monthly lease payment he had on the older GLK model he lease returned.Respectfully, the customer did not indicate or emphasize that the GLK model he intended to lease had to have all of the same equipment as the modelRather, the priorities communicated to our personnel were to keep the same monthly payment and color as his vehicleThis guest selected a vehicle that exactly met those requirements and was fully aware that the GLK model he selected was not equipped exactly the same as his older lease return GLK vehicleThis was known to the customer at the time he selected the vehicle and also explained to him again when he accepted delivery of the vehicle by our delivery personnel. The customer acknowledged before he took delivery of the vehicle that he was aware that it was not equipped exactly as the GLK vehiclePractically speaking, manufacturers change equipment packages and available options form model year to model yearFurther, if the customer had ever communicated that his primary objective was to acquire a new GLK with every option he had on the GLK our personnel would have attempted to accommodate those objectives That would have most certainly required a different cash due at signing amount being due from the customer because the price of a GLK vehicle did not remain the same as the priceFor all of these reasons FJMC must respectfully decline this customers request to return the leased vehicle. Respectfully,

To Whom it May Concern:
Thank you for bringing the complaint of Ms.[redacted] to our attention. We have investigated the claims presented by Ms.[redacted] in her Revdex.com complaint.  Although  Fletcher Jones Motorcars take great pride in providing our guests exemplary customer service in this...

circumstance we find no credible evidence exists that any personnel of Fletcher Jones Motorcars caused the damage to the vent mechanism referred to in Ms. [redacted]’s correspondence.  However, in the spirit of good faith and in an effort to provide goodwill toward our customer Fletcher Jones Motorcars is willing to replace the subject vent lever at a cost to the customer of the part(s) only plus any applicable state sales tax for the part. The part cost will have to be confirmed by our service director Mr. [redacted]. If  Ms. [redacted] is interested in accepting this goodwill accommodation she may contact him directly to provide the appropriate year, make, model and VIN # of her vehicle so that he may confirm to her the cost of the replacement part(s).  Fletcher Jones Motorcars will not charge the customer for any labor costs for the installation of the claimed  inoperable vent part.
Based on all of the facts and circumstances connected with this event it is our belief that this accommodation is more than fair and reasonable.
Very truly Yours,

The customer complaint about the  warranty issue has been resolved. MB usa has approved a goodwill repair and the customer has already made the appointment for repair.

Revdex.com:
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]

To whom it may concern:
Thank you for forwarding the response of Ms. [redacted] for our further review and consideration. Although we understand that Ms. [redacted] believes that personnel of Fletcher Jones Motorcars somehow damaged her interior heating and cooling vent mechanism during a recent car wash as we have previously explained our investigation concerning that accusation indicates otherwise.
 Despite the customer's comments in her reply it is our belief that we have acted reasonably and in good faith by offering to waive any charge for labor and installation of the replacement part  as detailed in our previous response.
Further, as the customer admits in her recent reply she has had nothing but positive and professional experiences with our dealership over the past 2 years preceding this complaint.  It therefore makes little sense that we would not acknowledge the cause of the damage if in fact it was a result of the actions of our personnel which we contend it was not.
It is unfortunate that the customer does not understand or wish to accept that in this matter we have a legitimate difference of opinion regarding the cause of the damage to the vent mechanism but notwithstanding our position in an effort to reach a reasonable and professional resolution have offered a compromise solution- which she has rejected.
If the customer wishes to accept our previous offer to resolve the matter as set forth in our initial response it remains available for the next 30 days.
Thank you for your consideration.

Thank you for forwarding the complaint of [redacted] to our attention for review and response. Respectfully, there are a nu**er of inaccuracies in the Customer’s version of events. Although Ms. [redacted] claims that in her prior lease transactions with Fletcher Jones Motorcars there were also excess...

mileage charges that were either forgiven or absorbed by the dealership that is simply not the case. Below is a summary of each of her prior transactions as well as the precise language in her current lease agreement which clearly indicates that any excess mileage charges from her last lease vehicle transaction are solely the responsibility of Ms. [redacted].1.      In the customer’s 2004 transaction there was no lease return and therefore no excess mileage issue dealt with by FJMC. Further, that transaction was completed under the name of the customer’s mother as the primary lessee;2.      In the customer’s 2009 transaction this was a joint lessee transaction completed under the name of the customer and her mother. The lease return vehicle in that transaction was a 2005 [redacted] leased by the customer’s mother with Chase bank in 2004. on that lease return vehicle was documented to have 53,543 miles at the time of the lease return.  According to the terms of that lease contract the actual miles allowed for that lease term were 75,000 miles. Therefore, there was no excess mileage charge on that lease return in the 2009 transaction either.3.      In the 2013 transaction there was also a lease return vehicle involved. In that lease transaction, the lessor **FS waived the 3 remaining lease payments and disposition fee under the **FS Pull forward loyalty program.  At the time of that lease transaction the customer’s mileage was within the allowed parameter and there was no excess mileage issue involved in that lease return either. 4.      In the current lease transaction there was no excess mileage factored into the lease. The current lease clearly states in the additional disclosure section the following: 2013 **Z [redacted]C: Original Lessor agrees to pay **FS the sum of $4,329.14 for the existing lease obligation.  Any additional amounts including mileage, disposition fee, excessive wear and tear penalties etc. are lessee’s responsibility. This language was also initialed by Ms. [redacted] on the date of the lease transaction.As is clear from the explanations provided above FJMC/lessor never waived any excess mileage charges on the customer’s prior transactions as there was no excess mileage incurred on the 2 prior lease transactionsFor all of these reasons, FJMC respectfully declines to provide to Ms. [redacted] any compensation for the excess mileage she has been charged by Mercedes Benz Financial Services. Thank you for your consideration.

Thank you for your recent correspondence and the attached complaint reported to the Revdex.com by our customer. Please be advised that our personnel have been in touch on more than one occasion with the customer and thoroughly explained to the customer this entire transaction which we understood completely...

addressed the concerns of the customer. We were unaware that the customer continued to have any issue with the transaction following our explanation.To be clear and as was previously explained to the customer the selling price of the vehicle agreed to between Fletcher Jones Motorcars and the customer was in fact $40,000.00 PLUS accessories, tax, license and registration related fees. The contract which the customer reviewed and signed in no less than 7 locations clearly stated this and properly disclosed the selling price of $40,000.00. Further the only accessory added was properly and clearly disclosed by accessory name and price on the same contract. Similarly the Ca. required fees such as registration, titling and tire fees as well as Ca. sales tax was calculated and separately disclosed to the customer  on the contract and added to the final price as required by law.  When all of this was recently discussed with the customer she indicated that she understood and was satisfied with the explanation which as a matter of fact is exactly what was disclosed to the customer on the contract which she reviewed and signed before accepting delivery of the vehicle. As far as we can determine from the complaint material you forwarded the customer is now claiming that the total price of the vehicle including accessories, Ca governmental fees for title, license and registration as well as sales tax were to total no more than $40,000.00 however that is not what was agreed to by our personnel nor what was clearly disclosed on the contract and further contrary to our recent discussion with the customer about this issue.  As such Fletcher Jones Motorcars respectfully disagrees with the customer’s current claim and is not offering any refund to the customer.Respectfully’

Dear Ms. [redacted]:Thank you for your letter and the customer correspondence dated February 27, 2015.  This will serve as the formal reply on behalf of Fletcher Jones Motorcars, (FJMC). The vehicle in question was as the customer admits EXCLUDED by Mercedes-Benz USA,  (MB USA) for any...

extended warranty coverage. In addition to the customer admission concerning this fact please find attached the bulletin from MB USA clearly stating the exclusion from extended warranty coverage for this model vehicle. Despite the fact that MB USA has refused to repair the vehicle under any extended warranty coverage FJMC has as the customer also admits offered to perform the repairs at a discounted price as a good will customer accommodation. FJMC is still willing to perform the repairs at the discounted price referred to in the customers correspondence but does not agree to perform the repairs at no cost to the customer.  If the customer decides to accept the discount offer from FJMC and move forward with the repairs he may contact his service advisor to schedule a repair appointment.Respectfully,[redacted]

Dear [redacted]Thank you for your correspondence dated April 16, 2015.On behalf of Fletcher Jones Motorcars, ( FJMC) we have reviewed the customers complaint and provide the following response.Although we appreciate that the customer is frustrated with his current engine problem he is essentially...

requesting that FJMC perform the repair work at no charge to him under the manufacturer’s warranty. FJMC must respectfully decline.Based on the inspection of the engine and related components it appears that the mechanical  problems the customer is experiencing are due to the installation of a non OEM oil filter which did not perform adequately causing the turbo charging unit on the vehicle to fail. The customer has acknowledged that he used an aftermarket filter and performed his own oil changes. On inspection of the vehicle there was excessive oil and sludge found in the aftermarket filter and oil dipstick which FJMC believes caused and or contributed to the failure of the turbo charging unit on the vehicle, ( see attached photos).  The aftermarket oil filter the customer used was not a Mercedes-Benz approved OEM replacement filter.Despite the issues noted above, as a customer accommodation effort the FJMC service department requested warranty assistance for the customer through Mercedes-Benz USA however it has declined to provide any warranty repair because of the use of the non OEM approved oil filter by the customer. As the customer has been advised any warranty repair assistance must first be authorized by the manufacturer/distributor MB USA.  As MB USA has declined warranty repair for the reasons explained above FJMC is unable to accommodate the customer’s request that it either repair the vehicle at no charge to him or pay him for repairs he performs.Thank you for your attention

Revdex.com:
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]

Revdex.com:
I have reviewed the 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.
Please refer to my numbered responses as my reply to the dealerships comments:1) My initial complaint occurred on 12/8/14 approximately 2 weeks after purchasing the vehicle.  It is true my initial complaint was from a significant engine noise that got louder as the engine warmed.  However, I made many many subsequent complaints that the issue was becoming increasingly problematic - the noise got louder and the vehicle's acceleration deteriorated.2) I made contact with the dealership a total of 16 times.  A total of 7 service visits where I stated on each visit the problem continued to exist and was getting worse as the miles increased on the vehicle.  Additionally, I called and/or emailed 9 additional times complaining about the noise and performance of the vehicle.  As of today the car's condition worsens daily.  The warmer the engine the worse the problem.  I have had 4 near miss accidents because I hit the accelerator and the car would not accelerate.  When I have reported it they on 3 occasions had me ride with a service manager in their shop and he noted and stated the noise was abnormal and the acceleration was abnormal.  Then the Mercedes manufacturer rep supposedly drove the vehicle and stated the vehicle operated normally and maybe I was driving with 2 feet which is untrue.  I requested 3 different options a side by side driving comparison with my car and a new matching make and model of the vehicle and was denied.  I requested to speak with the Mercedes representative and ride in the car with him and was denied.  I requested an escalation to a higher authority at Mercedes Benz and was denied the request.  I emailed the General Manager at the Dealership, [redacted] and my emails were never responded to by him nor did he return my calls requesting a meeting.  I requested the contact information for the owner of the dealership, one Mr. Fletcher Jones and was denied the information.3) I cannot tell you what fault codes they checked nor can I tell you the notes that they have entered into their system because I am not allowed access to view that information.  I can tell you I requested to be included in the testing with the Mercedes Benz representative and Shop Manager and was refused.4)  Again I cannot testify or confirm what FJMB has or has not done regarding testing on my vehicle, however when I purchased the vehicle I recorded approximately 20.9 miles per gallon with in city driving and now that has declined to an average of 14.1 miles per gallon and some days less for a drop of 33% - I was told that was normal - it is NOT normal.  My highway driving was average 28.9 miles per gallon when the vehicle was new and now I may get 21.0 miles per gallon in highway driving an average loss of approximately 28%.  I am highly conscious and sensitive to the performance issues and gas mileage because it has dropped so significantly.  I have requested an emissions test where I can view the results and have been ignored.  I asked for a side by side diagnostic performance test of my vehicle and a new like make and model of the same model and been ignored.5) I have at the direction of [redacted] at Fletcher Jones Mercedes to request the vehicle be bought back by Mercedes Benz.  I was never interviewed by a technical representative at Mercedes, I was never able to express my concerns to a technical representative at Mercedes I was only allowed to speak  with a customer service representative and she never provided details or would allow me to speak with anyone investigating my case.  Yes, Mercedes did deny my request but did not provide details as to why, allow me speak with the technical representative who reviewed my complaint and did not allow me to appeal the decision.6) I have contacted the dealership and Mercedes with accurate instances as they occur and when my safety was in jeopardy due to the vehicle not performing.  I am always told the same thing and the same response I get back.  I ride with the Shop Manager he understands and acknowledges there are abnormalities but I am never allowed to peak with the Mercedes Benz representative and that rep always has a thinly veiled excuse as to why my vehicle is performing within reasonable variations of the performance expectations and gas mileage even though there is a significant deficit to both.[redacted] rarely replies to my emails and concerns - I am placated and patronized.  The GM has still yet to speak with me directly and his CSR Manager, [redacted] told me initially that if Mercedes Benz did not buy my vehicle back - he would "take care of me as a 5 times Mercedes Benz owner and would get me into another Mercedes Benz product that I would be happy with as I was with my prior 4 vehicles".  He lied because the moment that statement was tested, he called me and told me I was stuck in my car.This complaint is blatant.  I am being swept under the carpet in hopes that I will go away or just buy another brand vehicle.  My requests for an escalation, meeting and side by side performance testing minimally should be completed.  The dealership made a promise to me standing the middle of their showroom floor in April 2016 just to get me out of the showroom and never intended to help me as a loyal Mercedes Benz customer. 
Regards,
[redacted]

This customer was not told there was a $2500.00 rebate available on this car. The customer was told that she should check the state of CA. Website to determine which vehicles were eligible for state rebates as well as the amount of any rebate. The customer was also told that she was responsible to...

apply for any rebate available.