Griffith Air Conditioning & Heating

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and while they state "alternative facts," it is satisfactory and the matter is resolved
Regards,
*** ***

The Fletcher Jones Motorcars dealership which sold the vehicle to the customer did contact the customer and the dealership corrected and resolved the complaints he has made with respect to the brake issue on his vehicle

Thank you for the opportunity to review and respond to this customer’s complaintThe lease agreement which the customer signed clearly disclosed both the lease end disposition fee as well as the provision for the lessor Mercedes-Benz Financial Services, (MBFS) to charge for non-typical wear and
tear damage to the vehicleThe customer acknowledged these obligations at the time that the lease was signed. MBFS will not waive these fees in situations where the customer does not either purchase the existing Mercedes vehicle off of lease or purchase/lease another Mercedes vehicleIn this case the customer did not purchase or lease another Mercedes vehicle but instead bought an Audi vehicle. MBFS therefore refused to waive these lease end charges. Regarding the customers version of events with respect to the lease extension, while it is true that there is language in the MBFS lease that would under certain circumstances permit an extension of the original lease term that is not what occurred when the customer visited the dealership in February Further, in order to extend the lease Mercedes-Benz Financial Services, the lessor would have to approve the extension and additional paperwork amending the lease and documenting the extension would have been executed and provided to the customerThat did not occur in February and contrary to the customer’s statements in her complaint letter she was aware of that factThere were several communications between the dealership and the customer between February and July regarding the customer looking at Mercedes and other brands of vehiclesIn fact on July 19, the customer communicated in a writing that she was test driving other vehicles that weekend as Mercedes did not have a vehicle that met her needs within her price range and that she planned to turn in the Mercedes lease vehicle the following week. The customer did turn in her lease vehicle at the conclusion of her original lease term as she had indicated she planned to do in her prior communications with dealership personnel. Although FJMC acted reasonably in all respects in its communications with this customer it is willing to provide the customer good will compensation in the amount of $which the customer may use to resolve the lease end termination and wear and tear fees she is obligated to pay to the lessor MBFS

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.May I please ask who's responding? It's true there was no mention about a reverse camera at time of purchase, WHY? We were told point blank this vehicle is "Fully Equip" and for your information we had to return to FJ's and pick up a spare key, owners manual, MSRP (Asked for Window Sticker but wasn't able to provide one) in which case explains the vehicles factory items in detail as you so loosely indicated we received at time of purchaseThe issue is this, for the lack of information we were suppose to get and didn't! receive who's to blame the customer or seller?If all the information was present at time of purchase, sure it would be our fault! I don't disagree, but since your sales people wasn't able to provide all the information required at time of sale are we the one's who should be punished? Even to this day we haven't received any documentation on the warranty and expiration actual dateIs this FJ's best practice in the way to conduct it's business?Sincerely, *** *** P.S> As for the $voucher, it doesn't solve the issue at hand

Thank you for forwarding the customer ‘s Revdex.com complaint for our review investigation and responsePlease accept this correspondence as the formal response on behalf of Fletcher Jones Motorcars, (FJMC).In reviewing the service history with respect to the customer’s vehicle the following facts should
be noted:1. Contrary to the customers statement in the Revdex.com complaint the initial complaint by the customer was only that there was a noise coming from the engine during driving and acceleration experiencesThere was no initial complaint about any hesitation or stalling of the engine on acceleration in any of the initial visits by the customer This complaint about hesitation and stalling was only presented recently in the past month.2. Additionally the initial and primary complaint of an engine noise as discussed previously was not made to the dealership on more than occasions as the customer states in his Revdex.com correspondence.3. Notwithstanding the number of times the customer complained of the engine noise issue FJMC personnel thoroughly investigated each complaint of engine noise thoroughly both through diagnostic testing procedures and actual test drivers in the field to attempt to identify the issue and take corrective action as necessary. There was absolutely no diagnostic fault code with respect to this engine noise complaint and it was determined that the sound the customer was describing was a variant for this engine and vehicleThis information was also confirmed by MB USA factory technicians who actually reviewed the service records and test drove the vehicle themselves. This was fully explained to the customer.4. The more recent complaint regarding hesitation, stalling, emissions and gas mileage issues have also been investigated by FJMC personnel However to date no diagnostic fault codes regarding these claims have been replicated and none are stored in the on board computer systems of the customer’s vehicleFurther, during test drives and field testing by the service technicians there has to date been no replication of these complaintsThis information has also been explained to the customer.5. It is the understanding of FJMC that the customer has been in direct contact with MB USA regarding claims that the vehicle is a “lemon” and fails to conform to the warrantyHowever, to date we are informed that MB USA has declined any repurchase of the vehicle.6. As recently as June 24, the customer was advised by FJMC personnel that if he is still experiencing any engine hesitation or stalling problem with the vehicle he should return to the service department for a further diagnosis and evaluation of any problem that he might be experiencing.7. FJMC will continue to honor the manufacturer warranty with respect to the vehicle and will diagnose and as appropriate correct any issues that actually do exist if found.Thank you for your consideration

Revdex.com Complaint: ***Date: 4/30/2016Thank you for forwarding the customer’s Revdex.com complaint to our attention. Please allow this correspondence to serve as our responseI am familiar with the complaint of the customer and in fact have been involved in discussions with him about this matterThe
customer is correct that he requested the damaged parts on his vehicle to be retained following repairIt is also correct that through a mistake on the part of our service advisor the parts were not retained. Our personnel have not disputed those facts in any of our discussions with the customerThe parts were not sold or reused as the customer suggests as that is contrary to our practice and procedures.Quite simply because of the lack of communication on our part the damaged parts were simply discardedThere was no ulterior motive connected to that mistake.In order to satisfy the customer regarding the use of all new parts I offered to have our personnel disassemble the damaged bumper and related areas that were repaired to show the customer that all parts installed are authorized replacement parts. The customer advised he would consider that offer however instead of responding to the offer he filed this Revdex.com complaintI am still willing to prove to the customer through the process previously outlined that the parts on his vehicle are in fact authorized replacement partsThe customer simply needs to contact me to schedule an appointment to bring in the vehicle for that to occur.Alternatively, I am willing to provide to the customer a refund in the amount of $which is more than fair compensation with respect to the salvage/junk value if any of the damaged parts removed from the vehicle that were later discarded.Respectfully,*** ***Fletcher Jones MotorcarsCollision Repair Center, Manager

We have reviewed the customer’s reply and respectfully disagree with her position. The previous response provided by FJMC was comprehensive and provided specific details of each contact with this customer, who initiated the contact and the actions taken by FJMC personnel. FJMC feels there is nothing more to add and its position as explained in our prior correspondence is unchanged.

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]

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]

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.

Thank you for providing the customers reply for our review and consideration. Respectfully, the customer is incorrect regarding his comment about the window sticker. The window sticker he is referring to is by law placed on new vehicles only.  The new vehicle window sticker is provided to the original purchaser of the new vehicle at the time of delivery of that vehicle. The new vehicle window sticker is not available for a pre-owned vehicle.  This customer purchased a pre-owned vehicle. A federally required Buyer Guide is placed on all pre-owned vehicles. The customer signed the pre-owned vehicle Buyers Guide at the time of purchase. Our  previous reply regarding this customer’s complaint was comprehensive. Additionally, our previous good will offer remains unchanged and will continue to be available until close of business on August 31, 2017.

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]

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’

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.
First car wash: sale person responded to my question about car wash and he said yes we offer car wash for this car. Also I waited for the car to be washed by thembefore taking it from dealer to my home. If that couldn't fit why they didn't inform me at the sale time. If they knew it does not fitwhile washing it they lied to me. Deciving costumer to sell the product is what they do. Second , I have document that the car they sold did not have registration for year before. They paid for the current year but after the car defect, leaking roof top brought to their attention by me and all frustrations caused by that problem they took the payment back from DMV and tried to charge me for it.I also have all documents I obtained from DMV office showing matching dates, exact day that I complained for roof defect.They lie to people and manipulate information to deceive people and coverup their wrong doing.Their customer service manager promised to pay total fee to DMV but never did and I end up with late date and paid myself.this was on top of very rude and disrespectful behavior in multiple occasions when I was asking them to pay back that amount or asking for car wash as they promised.I'm very disapppinted from Mercedes Benz Corporate that let this group use their name and credential in order to device costomets, hoping customers get tired and give up on their rights.I appreciate Revdex.com and any organization that supports consumer and defends their rights.I paid lots of money to have peace of mind but instead I got a defected car and tens of headaches from Fletcher Jones team. Lets see for how long they can continue this wrong practice!?!
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.
The business tried to divert the issue to 'trust' and gave an offer that, they knew, is not feasible and I would not accept. As, in the original complaint, I proposed, the solution is to refund me of all amount paid for replacement parts which I calculated to be $4395.00. I am not going to dispute any amount paid toward labor (the total bill was over $8500.00). Their offer of $2000.00 is not even half of what I am seeking.Also, why should I not contact Revdex.com if I have an issue? This business have professional negotiator/CS managers talk to me to crush my voice and immediately close the issue. I also have complained to CA BAR.If the business refunds me full amount ($4395.00) I would close this case and will update CA BAR as well.Thank You
Regards,
[redacted]

Thank you for providing Fletcher Jones Motorcars, ( FJMC) the opportunity to review and respond to the complaint of this customer. Respectfully much of what the customer has related is not only inaccurate but directly in conflict with the actual records that FJMC retains of all contact with its...

customers. The lease return at issue involved a mother and daughter situation in which the mother had cosigned for the daughter. After the initial contact regarding the lease end term the co signor mother advised the FJMC personnel to contact the daughter to arrange and coordinate the return of the vehicle in Arizona as that is where the vehicle was located. Both telephone and email contact were attempted however the actual contacts as well as the length of messages left are nowhere near the exaggerated volume that the customer has claimed in her Revdex.com complaint. There were two attempted contacts in the month of July after the mother co-signor advised our personnel to make contact with her daughter to coordinate lease return in Arizona. There were no contacts at all in the month of August and a total of 3 contacts in the month of September  with the customer,  one of which was a result of the mother co-signor contacting our personnel to advise that her daughter wanted to schedule an appointment to discuss options on leasing another vehicle when her lease ended. There were additional contacts in October in order to schedule an appointment at FJMC to review options for a replacement leased vehicle. Two of those contacts were a direct result of the mother co-signor leaving messages with our personnel to contact her daughter to arrange a meeting at the dealership to review options for a replacement lease vehicle when her current lease ended. Ultimately the customer did not enter in to a new lease on a Mercedes-Benz vehicle and therefore MB USA did not waive the lease end termination fee. The lease contract the customer and her co-signor agreed to clearly disclosed the MB USA lease end termination fee. As such, FJMC declines to pay the lease end fee due to MB USA by the customer or reimburse her for the cost of the lease end termination fee.

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. When my wife "scheduled" her vehicle in for a complimentary multi-point inspection at Fletcher Jones - she explained the rattling noise. Fletcher Jones states they told my wife that our vehicle "would require disassembly of a number of suspension components to properly diagnose the source of the problem". This is what Fletcher Jones charged us for - "diagnostic fee". Fletcher Jones needs to give us in writing what they dissembled and how they determined the shocks needed to be replaced. We recently replaced our shocks (not at Fletcher Jones)because Fletcher Jones stated they needed to be replaced and this was the cause of the rattling noise. The replacing of the shocks did not remove the rattling noise. I would like written documentation of the service performed by Fletcher Jones on my vehicle.
Regards,
[redacted]

Thank you for the opportunity to reply to the complaint of this customer. On June 20, 2015 the customer purchased a pre-owned Mercedes-Benz 2500 Sprinter which is a large ¾ ton capacity vehicle. At the time of this purchase the vehicle registration for that year has already been paid in full and had several months of valid registration remaining.  At the time of the sale to this customer, Fletcher Jones Motorcars submitted to the CA. DMV the proper forms to transfer registration into the name of the customer and paid the transfer fee to the DMV. Apparently when the customer received the next annual renewal of registration paperwork and billing from the DMV the customer felt that FJMC should have to pay for the yearly registration on this vehicle. FJMC respectfully disagrees with the customer’s position regarding that issue. However as a customer goodwill accommodation FJMC did offer to pay to the customer ½ of the new annual registration bill received. The customer rejected that goodwill offer.As concerns the customer complaint regarding the car wash. It has been explained to the customer that due to the size of the vehicle purchased it does not fit into car wash equipment at the dealership which is why it cannot be washed at the dealership facility. However the dealership will provide the customer the complimentary car wash however the vehicle will have to be dropped off at the FJMC dealership by the customer. It will then be transported by a porter to an FJMC offsite facility where it will be washed and then returned to the FJMC main  dealership facility on Jamboree Boulevard.

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 so lang as I receive the the money in time to pay MBFS before 8/31/17.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]