Mercedes Benz Memphis

This dispute is NOT resolvedAPCO are still dragging their feet and have done nothing about the problemAs it is now the weather may soon prevent them from doing anything until springI think that is what they are waiting forShould I be looking for a lawyer at this point? Because it seems like APCO is just hoping I will go awayPLEASE reopen the complaint or let me know that I should file a new one or just start looking for a lawyer

I got a call on Friday saying they were waiting for their siding supplier to determine if the material they supplied to APCO is defective or notHe said that once they have new replacement siding they will be out to complete the repairsWhen they actually do that it may solve the problem But I am still waiting for them to finish up

Although they worked on the one wall this week if there is actually a problem with the shakes then they need to let me know what that isIf they are really defective then they may need to replace ALL of the siding that was installed or possibly only some of it.We will not know that until we hear from the siding companyAt this point I can't say a half done repair going to solve the problem.I have waited over months for them to admit there is a problem so I don't mind waiting a bit longer while they investigate what will actually be require to make the installation correct.But at this point although we have made some progress I don't think we can say it is resolved Regards, [redacted] ***

*** ***:
Thanks for getting back to us via e-mail
As we indicated, we will be replacing the defective product. Unfortunately, we have inconvenienced you by our inability to get the siding manufacturer to respond to an obvious warranty situation. That is our mistake. We will replace the defective shakes. As we have discussed, we want to make sure the outside temperature is moderate (above freezing) for a few days to ensure proper application. Rest assured we will get this resolved and you will be very pleased with the results
Again, very sorry for the delay and the lack of communication
*** ***

This dispute is NOT resolved. APCO are still dragging their feet and have done nothing about the problem. As it is now the weather may soon prevent them from doing anything until spring. I think that is what they are waiting for. Should I be looking for a lawyer at this point? Because it seems like APCO is just hoping I will go away. PLEASE reopen the complaint or let me know that I should file a new one or just start looking for a lawyer.

Although they worked on the one wall this week if there is actually a problem with the shakes then they need to let me know what that is. If they are really defective then they may need to replace ALL of the siding that was installed or possibly only some of it.We will not know that until we hear from the siding company. At this point I can't say a half done repair going to solve the problem.I have waited over 3 months for them to admit there is a problem so I don't mind waiting a bit longer while they investigate what will actually be require to make the installation correct.But at this point although we have made some progress I don't think we can say it is resolved.
Regards,
[redacted]

We welcome feedback from our customers and take these matters very seriously. Our response is as follows.
APCO uses written contracts to define the scope and terms of each project. These contracts are reviewed in detail with the customer before any work commences and both parties sign the...

agreement. Subsequent changes to the project scope or terms are then done by way of written change orders.
In this instance, our customer represents that verbal changes were agreed to regarding the contract but APCO is unaware of any such arrangements. With respect to the payment terms, our customer requested and received special financing for only a portion of the total project. APCO's invoicing was consistent with the underlying contract.
At this time, a final walk-through of the job has occurred and we believe all work requirements under the contract have been fulfilled.

I got a call on Friday saying they were waiting for their siding supplier to determine if the material they supplied to APCO is defective or not. He said that once they have new replacement siding they will be out to complete the repairs. When they actually do that it may solve the problem.  But I am still waiting for them to finish up.

The problem is not completely fixed yet but I have been reassured that they will take care of it as soon as conditions permit. So I am very happy with their efforts.Thank you for your assistance in getting this finally resolved.
Regards,
[redacted]

Mr [redacted],
Thank you for sharing your concerns. This issue has taken too long to resolve. Please know that we are doing everything to complete. We have been working with the manufacturer of the shakes as we have detected a defect in the product. As you know, we worked on one wall this week. Once we...

receive the balance of product, we will finish the project. We will keep you informed.

Unnecessary "repair" that did not address the problem.I took my 2008 C300 to this service center, (which is 125 miles from my home,and subsequently resulted in 2 trips) for a whining noise. I was told by the service advisor, [redacted] that it was 2 pulley's in the engine. Those were replaced at a cost of approx. $365.00 and my car was release after being told the noise was gone and they had test driven my car. 2 miles out of the service lot and the car was making the same noise as when I took it in. I took it directly back to the service center. I was called and told it was the transfer case at a repair cost of $6700.00. Obviusly the pulley's did not need replacing. I contacted the dealer and stated that I was willing to pay for the unecessary parts but felt they should at least refund the labor charge. That has been 3 weeks and no word from anyone on a resolution.I feel this is very poor business practice and poor customer service. I had my car picked up by another repair shop and fixed at a cost of $901.00.That's a far cry from $6700.00, especially after already charging me for work that did not need to be done. I feel that I was taken advantage of in a vulnerable situation. I also cannot believe the service advisor even drove the car and let it be released with the same noise as when it came in. For that reason I have a question as to whether this service center is truly honest with it's customers.Desired SettlementAt minimum, a refund of labor charges in the amount of $256.00. I am willing to pay for the pulley's simply because I do not want this center touching my car to pull the "new" ones and replace the old ones.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@mbofmemphis.comThank you for the opportunity to respond to Ms. [redacted]'s concerns. When her 2008 C300, XXXXXX miles came in on February 6th, it was dropped off after hours using a night drop envelope. The instructions given to us (copy attached) were to check for loud whining noise from passenger front. We started the car and heard a loud whining sound coming from the front. The sound was the result of a failed bearing inside one of the idler pulleys, which is fairly common. We recommended replacement of both of them since they are the same age, and the noise went away. We later found out there were two sounds. One from the pulley and another at speeds above 40 mph, which we never had the opportunity to observe. The second sound was coming from a faulty bearing inside the transfer case, as this car is a four wheel drive. We do not recommend repairing them, only replacing which is why the estimate was $6700. Ms. [redacted] made a decision to take her car to an independent shop and have the transfer case repaired rather than replaced which accounts for the $900 repair bill she said she paid. Our repair was needed,valid and Ms.[redacted] recieved the benefit of the new pullies therefore we elected not to refund her any money. As a goodwill gesture we did offer her $256 credit that can go towards any future labor performed here with an one year expiration date. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The shop was well aware of why I brought my car in. There was NO additional loud whining noise and I stand firm that the work performed was unnecesary. I chose not to accept their offer of future labor credit since I do not feel this establishment is honest an forthright with customer and my car WILL NOT be going back to their establishment, so, offering a credit is a moot point!I will however make absolutely certain that the 5 mercedes in my family as well as the 2 owned by my physician partners will never be brought to this service center.

Mercedes [redacted] took a month to improperly repair my vehicle. After doing work that cost me $4,000+, they say it is useless without a new engine.My [redacted], was towed to[redacted] on Sept. 15 after it stopped two weeks prior. The next day I was contacted by[redacted] and was given the following list of problems that needed to be repaired: The oil filter housing needed to be changed; the gaskets needed to be changed; the front breaks needed to be replaced (even though my brakes were recently replaced and given two year warranties(back brakes: August 22, 14; front brakes: November 9,13)); the block off plates needed replacement; the valve cover gaskets needed to be replaced(even though I recently had them replaced); the belt tension pulley needed to be replaced; and multiple components under the hood needed to be replaced.After receiving the estimate, I gave her permission to begin and asked her to check on the knocking noise under the hood as well.The same week I was called and told that it needed a water pump. Within two days, I was called twice and told that they received the wrong water pump and that my vehicle would be ready for pick up the next day. On Sept. 26 I was told that my vehicle was ready for pickup, then I asked if the knocking under the hood was gone. Obviously, they overlooked the problem I requested them to fix because the reply was "what noise?" After her memory was refreshed, she told me that the mechanic told her that the noise was a normal process of the vehicle taking place from beginning to run after "sitting for so many years." After finding out that they were referring to the "07" sticker on my license plate, I informed them that the "15" sticker was peeled off by someone before it was towed and that they could verify it by checking the registration papers in my glove compartment- I purchased my[redacted] in 2012 and I have been driving it daily since then. I was told that the mechanic would check on the knocking...again. This incident bothered me because it made me wonder if their poor assumption of my vehicle's history led to other "mechanical assumptions/guessing." The next day I was contacted and told that they discovered shavings in my oil pump while changing it. I still cannot understand why this was not discovered sooner, especially since just two days before this phone call I was told that my vehicle was completely repaired and ready for pick up. On October 1, I was contacted again and told that my vehicle needed a new engine but it was "not worth it" in their opinion. After extensive- possibly unnecessary- work was done on my vehicle I was told that my only means of transportation was useless without an engine change(which, according to the service manager, would cost $26,000), so basically all of the work was done for nothing. Maybe that is why I received a voicemail of her offering to take off $2,000 from the cost. On October 1, I asked if I could have the name of the mechanic that worked on my car and was refused([redacted]'s exact response to my repeated request: "I would rather not"). After failure to reach the service manager of[redacted], I emailed the owner of the dealership on October 6 but have yet to receive a response. On October 14, after being informed that the service manager I was attempting to contact since October 1 returned from out of town, I called to speak with him and he told me that he would check on it and call back. Forty minutes later he called back and asked me to forward him the complaint that I emailed to the owner.[redacted] responded the following day. His response was a "summarized explanation of the events that took place on my vehicle in order." Apart from the response being very unhelpful, the problem that I had with it was the "order of events" that explained why my vehicle repair was handled the way it was and why certain mechanical problems were not seen earlier. I saved all the voicemails that I received from them that entail the repairs and dates that they took place. His dates and my recorded dates do not correspond.Desired SettlementI do not feel that I should have to pay for the useless work they did on my vehicle. This past month I have had to adjust my schedule as much as possible to fit the constraints of family members and church members that could offer me a ride. I have had to walk, request rides, and even ride the bus for the first time in 28 years. My children have had to miss some of their taekwondo classes and swimming classes, which are paid for monthly. My daughter is attending the University of Memphis and has been late to her classes multiple times due to the circumstances, which leads to a deduction of points from her final grade. As a recently divorced mother, things are already difficult enough without the unreliability of the "trusted" Mercedes Benz dealership. I do not want anyone to end up worse-off from experiences like this. I want my vehicle back without being forced to pay for the so-called "repairs" performed on it. Business Response Contact Name and Title:[redacted]Contact Phone: 901-[redacted]Contact Email:[redacted]@mbofmemphis.comI have been asked by our owner, [redacted], to reply to this case as I'm very familier with the details. First of all let me say I agree with most of what our customer is stating. In addition we all here are very sympathetic to Mrs. [redacted]. This is an extremely unfortunate chain of events that led to the discovery of the defective engine. I have attached the letter that I sent to Mrs. [redacted] when I tried my best to explain things were done prior to the engine being diagnosed. I will offer a very simplified version of these events/repairs. First, we do not know the history of this car as this was Mrs. [redacted]'s first time at Mercedes-Benz of Memphis. The car was towed here not running with one complaint. The harmonic balancer on the front of the engine was making an abnormal sound. The sound was coming from the water pump, not the harmonic balancer. It was replaced and his issue was fixed. We also repaired oil leaks, a belt tensioner and the power steering since it had none when it got here. After these repairs were made we test drove the car. That's when we heard much louder sounds coming front the engine. We removed the oil pan to inspect and found the oil pump broken off the bracket so right away we know we knew the engine was to getting oil. After obtaining authorization the oil pump was replaced. It was at that time that the final road test revealed internal damage had been done due to lack of lubrication when the oil pump broke. It is easy to Monday morning quarterback now, but unfortunately at the time we no reason to road test the car after it was towed here. Like I said at the start, we feel badly for Mrs. [redacted]. We reduced the bill $2000 right away. I'm willing to discuss further help which I stated in my letter (email) that I sent to Mrs. [redacted] but I never heard back. I have attached that email for your review. Thank you,[redacted]Service Manager