Herb Chambers of Natick, Inc

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

As stated in the previous e-mail I would need her vehicle again now that I know who she is to address the Mass State Inspection concern Please have her contact me directly to set an appointment so that we perform the recall/campaign and determine that in fact is the issue.The confusion here is that no one from *** *** *** nor she identified who she was or why she was here and as you can see on the repair invoice she had NO idea why *** *** *** sent her here or what the issue was with her vehicle being rejected for an inspection sticker. The maintenance repairs performed on her vehicle while she was here were needed and typical for a vehicle for the time and miles on it or would not have been performed Those repairs were performed with her approval Shame on *** *** *** for selling her a vehicle that was in such poor condition and in need of repair.Please advise.*** ***Service Director*** of Natick ***

Client took possession of there preowned car on 6/24/with 33,milesClient drove miles (33,miles) and then complained of vibration on 7/17/15, Mercedes-Benz of Natick paid to straighten and balance wheels, no charge to clientClient then returns 12/23/6,247miles later (40,
miles) with a musty odor compliant at that time we cleaned the evaporator and replaced cabin filterBoth of which are considered by Mercedes-Benz a maintenance item(Cabin filter would be replaced at 40,mile service)Again at no cost to clientMr*** returned on 2/24/with 41,624, miles later with an odor compliantAt that time we were unable to confirm odorWe have offered to clean evaporator again but I would have to charge himThe cost is $350.00, we offered $discountMr*** declined repairs at that time took his keys and leftHerb Chambers cooperate offices have been contacted by Mr***We have done all we can to please himTell us why here

I received a phone call from a sales representative ([redacted] ?? or [redacted]) from [redacted].  He stated he had sold a customer a vehicle that would not pass state inspection.  He stated that the State Inspection Division of Motor Vehicles had explained to him that there was an...

outstanding recall/campaign against the vehicle that was keeping the vehicle from passing the inspection process and it needed to be applied to the vehicle. ·         2006 [redacted] Vehicle Identification Number [redacted]. I ran a Vehicle Master Inquiry from the [redacted] system (attached) which did NOT identify any recalls/campaigns again the identified vehicle identification number [redacted] . I contacted [redacted] back and informed him of my findings that there were no outstanding campaigns/recalls against the vehicle. I then received a call from a representative of the DMV Vehicle Inspection Division that provided additional information about the recall/campaign.  I performed further investigation with our shop foreman and came up with attached Campaign No. [redacted] which needs to be performed to determine if the vehicles fuel tank leak diagnosis system had been inadvertently deactivated during a visit to a work shop.  This may cause the affected vehicles to fail to meet the statutory requirements for Inspection/Maintenance (emissions inspection).  Dealer will re-code the Software Calibration Number (SCN) – Engine control Module to correct this situation. I called back to [redacted] to inform him of my findings and asked who the customer in question was.  He did not have a name but told me he would have her contact us for the repair.  Approximately 2 weeks went by with no word from [redacted] or their customer.[redacted] came in on December 15th on repair order number [redacted] (Attached). I was not  made aware of her coming or who she was.  Line B. of the repair order reads “CUST STATES SHE JUST BOUGHT THE CAR AND IT HAS A REJECTION STICKER.  WAS NOT TOLD WHAT ITS FOR PLEASE CHECK AND ADVISE.  IF POSSIBLE SHE WOULD LIKE TO GET CAR PASSED”.My Advisor ran the vehicle through the State Inspection process and it came back that it had been tested 3 or more times and the consumer would need to go to the DMV to resolve the issue.  My Advisor being unaware of the situation and who Ms. [redacted] was informed her of the results of the State Inspection process.  This software does not allow me to attach another file whicis the State Inspection Report from the State Inspection machine.  It is available upon request.I once again received a call from [redacted] yelling and berating me that their customer came into our dealership and we recommended repairs to a vehicle they just sold her and did not appreciate that we made these recommendations where it made it look as if they had sold a vehicle that was not properly prepared for sale.   This time they had the customer’s name [redacted].  My Advisor contacted [redacted] and set an appointment for Thursday December 29th to perform the recall/campaign that I have been holding on my desk waiting to hear from [redacted] City Motors or their customer.The appointment has been canceled by Ms. [redacted] and we have received this complaint.There was NO work performed on her vehicle that was not reviewed and approved by the customer [redacted] prior to repair.I have attached a copy of the repair order [redacted] and the ASR Pro Booklet with the recommendations made for her [redacted].  I have also attached a copy of the repair estimate with her signature approving us to work on her vehicle AND a copy of the signature copy of the invoice when she picked up the vehicle approving the repairs.I do not feel [redacted] of Natick has any liability or responsibility for the work recommended, approved and completed on M.s [redacted]s 2006 [redacted] Vehicle Identification Number  [redacted]. I contacted [redacted] this afternoon to see if I could get the name of the gentleman I had been communicating with in regards to the situation and when I identified myself he told me not to call back and hung up on me.Responding  is Service Director - [redacted] for General Manager Mr. [redacted].

[redacted] purchased a Dodge [redacted] from Chambers Motorcars of Natick on September 7, 2015. A tire road hazard warranty clearly covers damages tires however not worn tires. The issue in question was brought to our attention on November 9, 2016 and 14 months from time of sale. At this point...

a tire and road hazard warranty would not be applicable to cover excess wear due to normal conditions. I would be more than willing to help [redacted] with a customer loyalty discount towards replacing his tires should that be acceptable.Thank you,[redacted]
General ManagerMercedes Benz of NatickChambers Motorcars of Natick