Mercedes Benz Manhattan

Vehicle was recondition to the Mercedes Benz CPO standardsUnfortunately the vehicle was damaged in our care and we did everything we could to resolve the clients concernsIt is our job to make the vehicle rightI intend to bring the clients vehicle back to our store to remedy the outstanding
concerns with the windshield and make them wholeThese issues do not void the sales contract that the client entered into by purchasing the vehicle from usWe have provided the exact loaner vehicle for the client to use while their ML was in our care. We have every intention to making this awful experience right but we need to have the vehicle brought back in to do so

We contacted the client and have ordered a replacement phone charger. As per his request will mail him the replacement unit so that he does not need to make an additional trip back into our store.  Regards, Anthony C[redacted] Fixed Operations Manager Mercedes Benz Manhattan Inc.

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 matter has been resolved.
Sincerely,
[redacted]

Review: I took my vehicle to Mercedes Benz manhattan for body work on 7/**/13 it's now 10/**/ 13 and I still don't have my car. I received a ticket in the mail that my car went through the Lincoln tunnel without payment on 8/**/13. Obvious my car was being driven. I contacted the collision supervisor [redacted], his explanation was that they were checking the suspension. from ny to nj? I also spoke with [redacted] and he stated that it was ok for the driver to use my ezpass to travel how else would the car get to nj. I have gotten nothing but the run around from [redacted], [redacted], [redacted], [redacted]. Worst service. Oh! Then [redacted] leaves a message that my brakes and a service indicator came on and it will cost 3700 to fix. My car while at Mercedes Benz manhattan not only was it scratched my mirror is cracked and my door is dented.tickets and over 100 miles put on a car that was in an accident. The worst experience EVERDesired Settlement: It shouldn't have taken 3months. I want it repaired or Replaced

Review: On November [redacted] 2014, I purchased a Certified Pre-Owned (CPO) 2011 Mercedes ML 350 4MATIC (ML350) at Mercedes Benz Manhattan (MB Manhattan), located at [redacted].

We are completely dissatisfied with the condition of the ML350 including the CPO inspection process and the performance and professionalism of the Service Department at Mercedes Benz Manhattan.

Since November *, 2014 the ML350 was never in CPO-Condition and had been brought to the Service Department for repairs 4 times with a total time period of approximately 6 weeks. Even after this period, the vehicle continues to be in non-CPO condition.

Therefore, the buyers request cancelation of the sales contract and a refund of all contract expenses, including the value of the [redacted] and the Ding Dent Removal Plan in the contract (approximately USD $1100.00), applicable fees and taxes.

The following report will provide a timeline of all events until today, February *, 2015.

November [redacted], 2011:

The 2011 white ML350 was visually inspected by the buyer and the sales Rep. It was agreed on to fix all visible blemishes on the ML350 between the period when the sales contract was signed and pick-up date. In the light conditions of the indoor facilities at MB Manhattan all blemishes, visible to the naked eye at this time, included:

• Several paint scratches and paint chips spread over exterior body.

• Exchange of damaged door part.

• Damages of fabric in ML350 interior (B-pillar right back and A-pillar driver side)

Also, we agreed to following services and products for additional charge:

• UV-Protection Tint for driver and passenger window front for $595.00

• [redacted] for $400.00

• Ding Dent Removal for $610.00

Day of ML350 pick-up:

At the day of pick-up all paint scratches were repaired but several paint chips still left untouched and visible. Additionally, the A and B-pillar damages were left untouched.

On the same day, while driving in bright sunlight, several fine scratches became visible, for example, multiple deeper scratches were right in the driver field of vision. In the evening, the combination of these scratches and oncoming car headlights caused several vision impairment for the driver.

Furthermore, the UV-Protection Tint purchased was applied in an unprofessional manner; multiple air bubbles were visible on both windows.

The buyer expressed their concerns immediately about the windshield scratches and the air bubbles on the tint to the sales person who inspected the windshield and the UV-Protection Tint together with a service representative at the Service Department at MB Manhattan. The sales person and the service representative (“Service Rep 1”) acknowledged the damages with the conclusion that the windshield had to be replaced and the tint had to be reapplied.

Remarks: Mercedes Benz advertises and claims, “To qualify for Pre-Owned Certification, a Mercedes-Benz vehicle must meet stringent criteria and pass a rigorous inspection.”

If this would be the case the windshield should have been replaced before the ML350 gets advertised and sold as CPO. Also, interior trim damaged and exterior paint damage should have been repaired.

First service appointment:

Service appointment for:

• Replacing windshield.

• Repairing A and B-pillar interior fabric damage.

• Reapplying window UV-Protection Tint.

Although, the Sales Rep and the buyers were communicating the service request to the Service Department and to Service Rep 1 prior first service appointment, the greeting service representative (“Service Rep 2”) had no knowledge of this and the buyers explained in detail what had to been done on the ML350 again. I was stated the ML350 should be ready for pick-up in 3-5 days.

After approx. 2 weeks the ML350 was ready for pick-up. The delay was blamed on the unavailability of the person who applies the window tint. Service Rep 1 told the buyers in a phone conversation that the vehicle was ready and that he looked over the car himself to make sure everything was repaired.

On the day of pick-up the buyers inspected the repairs on the ML350 visually and discovered that the B-Pillar fabric damage has not been repaired and that the UV-Protection Tint has not been reapplied properly. The tint had again multiple visible bubbles. Also, there were several new small paint damages around the windshield frame. Service Rep 1 was made aware of this, he acknowledged the non-performed repairs and scheduled a second service appointment to fix the B-Pillar damage and the UV-Protection Tint.

Due the unprofessional application of the UV-Protection Tint for a second time, MB Manhattan agreed to remove the UV-Protection Tint from both windows and issued a refund of USD $595.00.

Second service appointment:

Service appointment for:

• Removal of window UV-Protection Tint.

• Repairing B-pillar interior fabric damage.

A new service representative (Service Rep 3) greeted the buyers was made aware of service request. The service took approx. 5-6 hours while the buyers waited.

After inspecting the ML350 in the MB Manhattan Service Area the buyers discovered that the left front door had been deeply scratched during the process (see image “scratch.jpg”). The ML350 was handed over to the service department in clean/unscratched condition. The buyers immediately made Service Rep 1 and Service Rep 3 aware of this, both inspected the damage and acknowledge that it happened in the MB Manhattan Service Area while the car was serviced by it’s employees. Service Rep 1 made pictures of the damage with his smartphone and stated he has to follow the MB Manhattan process in this case and look at the security camera footage. Service Rep 1 stated he would call us to schedule an appointment for repair of the scratches after he finished the necessary administrative proceeding. The language used by Sales Rep 1 indicated clearly that he agreed that the damage happened within the MB Manhattan Service Facility.

Also, we informed our Sales Rep about the occurred damages before we left the Service Department - Ron was very helpful in this situation as well.

The next day we received a disturbing email from Service Rep 1 – he stated that the security images from the Service Department drive out area show there was no damage visible on the left front door of our ML350. This statement surprised us because Service Rep 1 saw, acknowledged and documented the damage himself before we left MB Manhattan the day before.

The security images submitted to us were so low quality and that we couldn’t make the Mercedes Benz emblem on the hood of our ML350.

Due the unprofessionalism of the Service Department and especially the implausible behavior of Service Rep 1 we had to escalade the situation to [redacted].

[redacted] resolved the situation and we scheduled a service appointment to get the left front door repaired.

Third service appointment:

Service appointment for:

• Repair of damage caused in MB facility: Scratches and dent on passenger door.

Upon bringing the vehicle to MB Manhattan Service for repair, the buyers were told the door would get painted completely to repair the scratches and the dents caused by them, with a professional result.

At day of pick up and after the buyers inspected the vehicle, fine scratches were still visible on the door.

In addition, the buyers discovered additional damage performed to the vehicle. The passenger’s side mirror was deeply scratched and the plastic cover needed to be replaced, or brought to its original condition (see image “sidemirror.jpg”).

The buyers consulted with the assistant [redacted] (Service Rep 4) who inspected the situation, concurred with the buyer’s analysis and agreed to keep the vehicle and repair the mirror.

Fourth service appointment:

Service appointment for:

• Repair of damage caused in MB facility: Deep scratches on passenger mirror

After approx. 2.5 weeks, the buyers were able to pick up the ML350. After a visual inspection, the mirror resembled its original condition.

After driving out of the MB Manhattan Facility the buyers used the windshield cleaner and realized that the windshield sounded as if going over fine sandpaper.

After cleaning the windshield an the windows of the car in the buyer’s driveway it was very frustrating to see that the windshield had a film of tiny white spots and the driver window had multiple glass chips (see images “samplepic.jpg” and “pic01” – pic03.jpg”). The spots on the windshield seem to be a fine film of spray paint mist. Once again, our ML350, the buyer’s vehicle, has been damaged in the MB Manhattan Service Facility.

Conclusion

Due the events stated above, the buyers conclude that MB Manhattan is not willing or able to deliver the 2011 ML350 in CPO condition as advertised and stated in the sales contract. The buyers gave MB Manhattan several opportunities to bring the vehicle up to CPO conditions – unfortunately MB Manhattan wasn’t able to fulfill Mercedes Benz CPO standards and promises.

Furthermore the MB Manhattan Service Reps and Technicians act in an unprofessional manner and show no respect nor care for the property of its customers.Desired Settlement: Given the damaged business confidence situation MB Manhattan created, the buyers request cancelation of the sales contract and a refund of all contract expenses, including the value of the [redacted] and the Ding Dent Removal Plan in the contract (approximately USD $1100.00), applicable fees and taxes. After cancelation of the sales contract, which includes delivery of the ML350 to MB Manhattan in current condition and applicable refund, there should be no further award of damages nor liabilities for neither signatory.

Business

Response:

Vehicle was recondition to the Mercedes Benz CPO standards. Unfortunately the vehicle was damaged in our care and we did everything we could to resolve the clients concerns. It is our job to make the vehicle right. I intend to bring the clients vehicle back to our store to remedy the outstanding concerns with the windshield and make them whole. These issues do not void the sales contract that the client entered into by purchasing the vehicle from us. We have provided the exact loaner vehicle for the client to use while their ML was in our care. We have every intention to making this awful experience right but we need to have the vehicle brought back in to do so.

Consumer

Response:

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 matter has been resolved.

Sincerely,

Review: On September **, 2013, I leased a brand new 2014 Mercedes-Benz CLA 250. It was driving fine until recently. On Monday January **, 2014, my car began to give me an issue, whereas a message surfaced on my vehicle's instrument cluster in yellow reading, "Have fuel checked at next refuel". At that moment, I immediately notified my dealership and scheduled an appointment, as well as ask and follow instructions on what should be done in the meantime and whether I should be concerned about continuing to drive the car. I was told if it were a major issue, the message on the instrument cluster would appear in an alternate color (red) and, subsequently, that driving it would be of no concern, but just keep an eye on the instrument cluster and any awkward smells. On Tuesday January **, 2014, while I was driving, my car completely stalled out on me. My car was towed that same Tuesday and taken to the dealership. There were under 3,000 miles on my vehicle. Later on I would be told that I need a completely new motor/engine and that I should contact my auto insurance company to cover the cost. I do not believe my auto insurance should have to cover this issue, as I previously implied. The car was supposed to be brand new and I had no crash/collision or negligibility in what was said to have happened to the vehicle; oil pan cracked and the engine completely lost all of its oil.Desired Settlement: That being said, I believe the company either fix the vehicle in question or issue me a completely new vehicle void of the same defect or issue. Preferably, the latter, being that I am wary of whether the issue in question will cause future problems for the car even if fixed. I am also certain there is some aspect of the lemon law involving my case.

Consumer

Response:

At this time, I have been contacted directly by Mercedes Benz Manhattan regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

I have not been given sufficient reasoning as to what may have caused such and incident with my vehicle or why I have to file an insurance claim as opposed to the issue being covered under warranty and addressed by Mercedes Benz.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi [redacted],

We are still waiting for the lower oil pan. It is on back order. We have an ETA of the first week of May.

We have the client in one of our Mercedes Loaner vehicles until we repair his vehicle.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response from the company does not address and, actually has, intensified my displeasure and queries with the whole matter of what actually happened with my vehicle. Its has been approximately four months now that I have been driving one of their loaner vehicles, which is longer than I even had my own car which they have had for repairs this whole time and is truly absurd. I have been repeatedly told that the replacement parts from Germany would be here week after week several times and yet no work still has begun or been done on my vehicle. Furthermore, I would like to hear from someone from the corporate headquarters at [redacted] as opposed to someone from the dealership on this matter.

Sincerely,

Review: It has been a very unpleasant experience at Mercedez Benz service department..

It is unacceptable that I had to bring my car multiple times for changing of brakes especially after keeping my car at Manhattan location for one week.. I wonder if service department is really fixing my car or just keeping cars at their location without fixing the problem..

On October 2013, I brought my car to Mercedes Benz for full service, then 3 months later couldn't pass inspection because my brakes was not at full capacity. How is that possible?

Again brought my car to Manhattan Mercedes Benz on April 2014 to repair back brakes.. Two weeks after, I had to come back because it was not properly done.. What was done to my car during that one week on April? What was done?

On May 2014, brought my car to Mercedez Benz for back brakes malfunction. Now July 2014 I'm still having problem with back brakes malfunction..

Off note, Mercedes Benz keeps your car for one week at their location in order to fix brakes. Question? If they keep your car for one week then why brakes are not properly repair?

I will return car to Mercedes Benz dealership if my car is not properly service.. I shouldn't have to come back multiple times to change brakes..

This is completely unprofessional and unacceptable

###-###-####Desired Settlement: As per Mercedes Benz. Car service including changing of brakes should be done every year or at least every 10,000 miles., My desire outcome will be to come to Mercedez Benz at least every year or 10,000 miles for full service.. At this moment I'm at Mercedes Benz every two months..