Houston Wilderness

The repair order submitted with the complaint showed zero charges so we assumed no repair had already been madeI'm sorry but the [redacted] dealer in Silver Spring contradicts the [redacted] dealer in Alexandria and we find ourselves stuck in the middleThe vehicle did pass state inspection and there was not a complaint of warped rotors nor any symptoms of warped rotors when the vehicle was soldThere was an opinion by a Maryland inspection tech that the rotors should be looked at but this was due to a cosmetic issue on the rotor as diagnosed by [redacted] of AlexandriaSince we did not have an opportunity to do a repair, if needed, I must respectfully decline the clients demand for $1,Since we cannot be certain of a correct diagnosis at this time, in the interest of client satisfaction I would be willing to meet the client half way and offer $with the understanding that the issue is closed

Dear Revdex.com,There seems to be some confusion concerning this vehicle in question, [redacted] series GT, vin ending [redacted] We also received a complaint from the Motor Vehicle Board of VirginiaThis car was inspected, passed VA inspection and subsequently passed MD state inspectionWe took the car to [redacted] of Alexandria and the issue concerning the brake rotors was deemed cosmetic by ***There never was a complaint of warped rotors nor did we ever experience this condition in our test drives It would appear the client is asking for $but the repair order from [redacted] of Silver Spring did not have any work performedWe want our clients to love what they bought from us and had I been called before the letter campaign started I would have gladly gotten involvedI would like to propose the client return the car to us, we will accompany her to [redacted] of Alexandria, just down the street from our dealershipIf [redacted] verifies the complaint and says they rotors need replacing MB of Alexandria will pay for the repairIf [redacted] gives us the same diagnosis as last time then I would respectfully decline the demand for $1200.Sincerely,Peter C [redacted] General Manager [redacted] of Alexandria

Dear Revdex.com,We are a factory authorized [redacted] dealer with excellent client satisfaction ratings from [redacted] These ratings are generated by our clientsAs an authorized dealer we stand behind all of our workThings like a check engine light are triggered by a fault somewhere in the system that can happen at any timeI understand the client's concern that perhaps this was related to the work previously performed or should have been discovered when the car was in the first time but the systems don't function that wayThe light is triggered when the fault occurs, it generally is something that can test okay today and fail tomorrow once the tolerance level for a fault code in the car's computer is reachedI would like to invite the client to bring the car in and meet with one of our shop foremanI will gladly oversee the process so the client fully understands exactly what was worked on and all of the relevant test data to support the recommendationsObviously we want our clients to feel comfortable about our recommendations for repairs as well as the actual performance of those repairsI feel confident we can give the client the information and assurances needed to have confidence in usIf this is agreeable kindly ask the client to contact either me at ###-###-#### or our Service & Parts director David J [redacted] at ###-###-####.Sincerely,Peter C [redacted] General Manager, [redacted] of Alexandria

Dear Mr [redacted] ,We are in receipt today of the complaint with ID# [redacted] At the client's request, we did a transmission service on this older model [redacted] with 164,miles on November 16, Additionally, we have worked on this client's car in the past without incidentAccording to the client, shortly after having the transmission service completed he had a belt failure that caused additional damageThe trans service and the belt pulley failure are totally unrelated and on a car with 164,miles things wear outThe SL was not brought back to us so we are relying on the client's description as to what happenedFor this client to suggest in their complaint that we somehow sabotaged his car to cause this damage is highly insultingWe have been a factory authorized [redacted] - [redacted] dealership since We service over [redacted] everyday in our Alexandria location, that doesn't happen with the illegal behavior the client insinuates in the complaintWe stand behind and guarantee the work we performHowever we are not going to reimburse this client the $1,requested for the subsequent belt pulley repair and respectfully suggest the client find another service center

Dear Revdex.com,I am sorry to learn the client is upset with our efforts to secure financing for the purchase or lease of a new [redacted] The client did sign an application for credit on 10/24/and we sent this to multiple sources to try to secure a credit approval acceptable to the clientThis is standard procedure and from my investigation I cannot see that we did anything wrongThe client asked to have the credit checks removed, I'm sorry to report we are not in a position to do thisThe credit bureau's make that decision but based upon my experience they will only do this if the individual did not sign an application for creditIn this case the client did.Additionally the client mentions our failure to communicate, I see a text message dated 10/at 2:PM discussing an e-mail of a payout (payoff perhaps?) and mentioning coming in that evening to see about leasing options.My apologies to the client if this process was not adequately explained but respectfully I disagree with the client's statement that we were unethicalObviously we want our clients to love their [redacted] and feel good about our dealership - that's how we stay in businessSincerely,Peter C [redacted] General Manager

[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 have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Dear Revdex.com,The client has expressed their feelings clearly in the last communicationWe were simply trying to secure a credit approval for the client and did nothing wrong or inappropriate As you know, details surrounding credit are confidential and cannot be discussed in this forumThere is nothing further I can add and consider the matter closedThe Revdex.com is welcome to contact me if they want additional details.Peter C [redacted] General Manager

Dear Revdex.com,I am happy to meet with the client as this is the firsat I am hearing about itSeveral issues were raised in the client letter; rough ride - the [redacted] has a sport suspension, it is firm ride and there really is nothing we can do to change this, Tire pressure monitor issues, it's not a safety item but should not be a recurring issueWe can work with our shop foreman to see if something in the system is causing malfunctions, I am most interested in hearing from the client what happened to give the impression of rude behaviorFor this I certainly will apologize and have zero tolerance for such action so I would like to seek additional information.I recommend the client reach out to me and we can schedule a meeting, my direct dial is ###-###-####If the ride is a big issue for the client I will try our best to trade into a different vehicle but can't commit to anything at this stage until we know more.Sincerely,Peter C [redacted] General Manager, [redacted] of Alexandria

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:The business clearly makes certain to cover up illegal practicesNot once did anyone reach out to myself to clarify or take a second look into the situationManagement simply went blind based on the word of their employee, Who was willing to simply profit off the consumer rather than get approval favored my odds and practice business ethicallyThey can wish to close the matter but the fact remains that the application was resubmitted without my approval, hince the lack of communicationThere are other ways making sure the businesses illegal practices are noticedMy attorneys will be notified if the fraudulent activity isn’t able to be rectified Regards, [redacted]

Dear Revdex.com,I spoke with Mrs*** todayShe purchased her car February 9th The pre-owned *** *** had a bubble in a tire that was discovered when it was taken in for a Maryland state inspection, post delivery This is usually caused by hitting a potholeWe sincerely do not
believe the *** left here with the bubble in the tire however in the interest of customer satisfaction we delivered a brand new tire to her repair shop in MarylandMrs*** stated that her repair tech informed her that we should replace both front tiresRespectfully we disagreeThere is nothing wrong with the other tire, it meets *** certification standards, passes state inspection and is totally safe We refused to pay to replace the second tireI'm sorry she is not happy with our decision and when she threaten us with bad reviews on-line the conversation was overI believe we acted promptly to her concern and we are willing to defend that position as she indicated we would likely end up in small claims court.Kindly inform her that we take a lot of pride in our dealership and our products and do everything possible to earn a clients trust however this relationship is not likely to recover as we have been accused of being "slipshod" and pulling a "fast one" Even though she has had the car for nearly a month, we will take it back and give her a full refund provided the car is in the same condition it was when it left here and she cooperates with signing the necessary paperwork to transfer the ownershipThis offer is good through March 11. Peter C***General ManagerMercedes-Benz of Alexandria

From: Peter C*** Date: Tue, Nov 10, at 4:PMSubject: *** *** - ID # ***To: ***@myRevdex.com.org*** ***,Per our conversation today, this is to confirm I met with *** *** and his father - also a *** clientWe looked at several options to trade the car but he is a high
mileage driver that is in a negative equity position at this timeMy recommendation was to continue to drive the car and the equity position should improve over time. We were willing to sell him a new vehicle at cost but just couldn't make the numbers workI also stated that if the bumper cover has been painted as mentioned in his original communication it would not make the M-B CPO invalidBumper refinishing is very commonWhile I don't know what ( if anything) occurred to his present car it does not have a negative effect on the vehicles value.It was my understanding that we had a good meeting and I believe he left understanding that we are trying to do everything possible to assistHopefully we can do business in the future when the equity position improves.Best regards,Peter C*** of Alexandria - General Managero###-###-####c###-###-####

October 21, 2015Dear *** ***,*** of Alexandria is in receipt of your letter dated October 13, regarding claim number ***Thank you for the opportunity to review and commentAlso, kindly adjust your records to send any future correspondence to my attention, Peter C***,
General ManagerThe individual listed in your file is no longer correct.Regarding the customer's statement of the problem please be advised that we already refunded the Cost shared on the wheel repair and despite buying a vehicle that was model years old with 86,miles, we installed two new tires at our cost (in excess of $600) to appease the client for a negligible wheel vibration complaint when driving at high speedWhen the vehicle left here with 89,miles it drove extremely well and was vibration free.As you can see from the client's statement the vehicle did incur another repair unrelated to the vibration issue that the aftermarket warranty did cover for a portion of the repair at $Subsequent to that repair, the vehicle was taken to an independent repair facility that advised the client we did not adequately complete a "B service"We take great exception to this characterizationPlease be advised that per *** specifications, air and pollen filters are replaced "as needed" at a B serviceWhen replaced it is done at additional cost and is not part of the routine B service other than to inspectThis is noted on our repair ordersAt the time we did the service it was determined the filters in question did not need replacing.The statement that the car had after-market brake pads that were the cause of the brake squeak Complaint is the opinion of the independent service centerWe did recommendan anti-squeak lube for both the front and rear pads at 94,miles - the client declined this serviceAdditionally, as a franchised *** Dealer, we only use *** original partsPerhaps the previous owner of this used vehicle had aftermarket parts installed? Either original equipment or after-market pads can Squeak from time to time depending on how the vehicle is driven and maintainedI can tell you that when the vehicle was sold the brake pads were in good condition and passed both Virginia and Maryland State Inspections.Since the client has chosen to rely on an independent repair facility for diagnosis and repair work and states that they do not intend on returning to our dealership we are not in a position to refund the amounts being sought nor comment on the independent shops assessment of the diagnosis and work needed.We take pride in our work and guarantee all work performedIf the client had reached out to our dealership we would have welcomed the opportunity to continue to service the vehicle and certainly stand behind our workTo claim that our work ethics are not honest is disappointing to read but I know first-hand the extent we went to in trying to satisfy this clientI'm sorry they have lost confidence in everything we have done and don't recognize the value we extended beyond the warranty termsPer the client, perhaps it is best they seek service elsewhere.Concerning the Continental Warranty that was purchased, the client can request a refundAs of this writing the Warranty Company has paid a claim of $This would leave the client a refund of $pursuant to the Continental Warranty Company cancellation provisionsThe client can e-mail me directly at *** (a) ***.com to formally request the refundMy recommendation would be to maintain the coverage given the original purchase price but this is the client's decisionWe will not take any further action unless we receive written notice directing us to cancel the warranty.Please don't hesitate to contact me if you need any further informationAdditionally, you are welcome to send an investigator to our store at any time if they wish to review the entire repair file on this vehicle.Last, the client states they put $2,in repairsAll of the work done at *** of Alexandria was done under Warranty or good will adjustments with the exception of a transmission control unit repair which was partially cover by the *** WarrantyIn total the client has spent $in service repairs at our dealership.Best regards,Peter CGeneral Manager

Dear Revdex.com,We promptly ordered the custom key the client requested unfortunately Mercedes-Benz USA notified us that this particular key is on back order from its supplier and it is delayedI apologize to the client for the delay, it is out of our controlWhen the client asked for a refund we
attempted to cancel the order with Mercedes but they refused to cancel it saying the order was already given to the supplier and therefore cannot be cancelledThese keys are expensive, over $and they are of course unique to each vehicleThe key is expected in the next days to weeks, that is the best eta I could get from Mercedes-Benz USA at this time.I certainly understand the clients frustration concerning the wait and if he still wishes to cancel the order I will refund him the purchase price and try to use my contacts at Mercedes-Benz USA to minimize our lossPlease pass this along to the client and have him contact me at: ***@mercedesalexandria.com to request a refund or keep the order in placeThank you.Peter C***General Manager

[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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. But reserve the right to file a continued complaint if the business does not cooperate
Regards,
*** ***

Dear Revdex.com,We are a factory authorized [redacted] dealer with excellent client satisfaction ratings from [redacted]. These ratings are generated by our clients. As an authorized dealer we stand behind all of our work. Things like a check engine light are triggered by a fault somewhere in the...

system that can happen at any time. I understand the client's concern that perhaps this was related to the work previously performed or should have been discovered when the car was in the first time but the systems don't function that way. The light is triggered when the fault occurs, it generally is something that can test okay today and fail tomorrow once the tolerance level for a fault code in the car's computer is reached. I would like to invite the client to bring the car in and meet with one of our shop foreman. I will gladly oversee the process so the client fully understands exactly what was worked on and all of the relevant test data to support the recommendations. Obviously we want our clients to feel comfortable about our recommendations for repairs as well as the actual performance of those repairs. I feel confident we can give the client the information and assurances needed to have confidence in us. If this is agreeable kindly ask the client to contact either me at ###-###-#### or our Service & Parts director David J[redacted] at ###-###-####.Sincerely,Peter C[redacted]General Manager, [redacted] of Alexandria

Dear Mr. [redacted],We are in receipt today of the complaint with ID#[redacted]. At the client's request, we did a transmission service on this older model [redacted] with 164,376 miles on November 16, 2016. Additionally, we have worked on this client's car in the past without incident. According to the...

client, shortly after having the transmission service completed he had a belt failure that caused additional damage. The trans service and the belt pulley failure are totally unrelated and on a car with 164,000 miles things wear out. The SL was not brought back to us so we are relying on the client's description as to what happened. For this client to suggest in their complaint that we somehow sabotaged his car to cause this damage is highly insulting. We have been a factory authorized [redacted]-[redacted] dealership since 1957. We service over 100 [redacted] everyday in our Alexandria location, that doesn't happen with the illegal behavior the client insinuates in the complaint. We stand behind and guarantee the work we perform. However we are not going to reimburse this client the $1,600 requested for the subsequent belt pulley repair and respectfully suggest the client find another service center.

Dear Revdex.com,There seems to be some confusion concerning this vehicle in question, 2015 [redacted] 3 series GT, vin ending [redacted]. We also received a complaint from the Motor Vehicle Board of Virginia. This car was inspected, passed VA inspection and subsequently passed MD state inspection. We took the car to...

[redacted] of Alexandria and the issue concerning the brake rotors was deemed cosmetic by [redacted]. There never was a complaint of warped rotors nor did we ever experience this condition in our test drives.  It would appear the client is asking for $1200 but the repair order from [redacted] of Silver Spring did not have any work performed. We want our clients to love what they bought from us and had I been called before the letter campaign started I would have gladly gotten involved. I would like to propose the client return the car to us, we will accompany her to [redacted] of Alexandria, just down the street from our dealership. If [redacted] verifies the complaint and says they rotors need replacing MB of Alexandria will pay for the repair. If [redacted] gives us the same diagnosis as last time then I would respectfully decline the demand for $1200.Sincerely,Peter C[redacted]General Manager[redacted] of Alexandria

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The business clearly makes certain to cover up illegal practices. Not once did anyone reach out to myself to clarify or take a second look into the situation. Management simply went blind based on the word of their employee, Who was willing to simply profit off the consumer rather than get approval favored my odds and practice business ethically. They can wish to close the matter but the fact remains that the application was resubmitted without my approval, hince the lack of communication. There are other ways making sure the businesses illegal practices are noticed. My attorneys will be notified if the fraudulent activity isn’t able to be rectified. 
Regards,
[redacted]

[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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. And the full refund of the cost of the key  
Regards,
[redacted]

Dear Revdex.com,The client has expressed their feelings clearly in the last communication. We were simply trying to secure a credit approval for the client and did nothing wrong or inappropriate.  As you know, details surrounding credit are confidential and cannot be discussed in this forum. There is nothing further I can add and consider the matter closed. The Revdex.com is welcome to contact me if they want additional details.Peter C[redacted]General Manager