Mercedes-Benz of Anaheim

My check engine light came onI called the service department to make an appointment to bring my car inMind you, I am fully covered under warrantyAfter being hung up on TWICE, and put on hold for minutes, the customer service rep (her name was [redacted] ) told me there was a “note” on my accountShe said I would have to speak with the service manager, [redacted] , before taking my car in for serviceWhen I asked her why, she told me that there was an incident that was escalated to their corporate officeI already know what the “incident” wasAfter my last service, I was e-mailed a survey to complete about my experienceI was completely honest on the surveyThe service manager was absolutely rude and improperI was not satisfied with my service, and stated all the details in that surveyNow back to trying to book the appointment for my check engine light [redacted] REFUSED to speak with me [redacted] tried to transfer me, but he did not answerI wanted to know why I was being denied service on my vehicle that is fully covered under warrantyI called his direct line twice, and I left one message [redacted] was the one who reached out to me and said “because of what happened here before, [redacted] said you HAVE to go to another dealership.” WOWMy complaint was on a SURVEY that was given to me via e-mail after my first experience with ***I firmly stated how dissatisfied I wasI was taken care of at HOUSE OF IMPORTS(another dealership) a million times better than Anaheim, and will be taking my business to this dealership going forwardI was told by the service manager at House of Imports that the "survey" I took at MBZ Anaheim is directly tied to the [redacted] 's commissionInstead of trying to make things right right and turn my negative experience around, I am flat out turned away [redacted] is more concerned about pocketing commission, than providing "exceptional customer service" which completely goes against the company "motto"I would like to make sure this complaint reaches the owner and general manager at the dealership

We are in receipt of your letter dated December 9" and the complaint information of Meta ***I have spoken to *** *** and also our Finance Director Gregory Pfrunder, both had conversations with Ms***The inquiry was regarding re-financing her current car as it was at the end of
lease, rather than buying anotherWe had been asked to arrange funding for this transaction and took this as verbal authorization to check credit historyBoth of the above spoke to Ms*** about this at different times and both believed it was clear we would need to do a credit check to try to arrange this.As it transpired we were unable to arrange the finance, not due to any negative information but because of the age and mileage of the vehicleIt is clear from Ms***'s letter that she did not understand that asking us to try to arrange finance for her would mean we would need to carry out a credit check we apologize for the misunderstanding.I have spoken to the agency and I am requesting the record is removedI am told once I have made the request I will not hear any more but Trans Union will communicate directly with Ms***I trust this will resolve the misunderstanding

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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
This complaint has been resolved, please close my file. Thanks for your help!Sent from my iPhone Regards,
*** ***

Dear [redacted], In response to Miss [redacted]’s complaint regarding her worn front tires,  Miss [redacted] had met with her Service Advisor and I and expressed her concerns regarding her vehicle’s front tires being worn and felt that perhaps there may be an issue with her vehicle...

causing premature tire wear – she also indicated that she had never been previously informed of tire wear. We inspected the vehicle with her and also reviewed the service history and showed her notes on a previous repair order (Repair order [redacted] Apr 23 2016 – 20,696 miles) informing her of the tire wear. We also explained that based on the driving conditions such as stop and go traffic, city driving,  the current mileage of her vehicle and the low profile sport tires, that this tire wear was characteristic and normal. We also recommended that she perform a front end alignment check -  just as a best practice whenever tires are replaced. There was never any insinuation that she had done anything wrong to cause the tire wear. Please be aware that as a goodwill gesture we offered the Miss [redacted] discounts on both the tires and the alignment – I believe that she declined the tires and purchased these elsewhere. Since then and after receiving this complaint we reached out to her again and re-reviewed the situation and provided further explanation and extended the offer for the discounted alignment, she appeared to be satisfied with the additional explanations and has since come in and performed the wheel alignment and received a discount.  Please also review the attached repair orders in the chronological order: ·         Repair order 700708 Aug 27 2016 – 10,248 miles – tires measurements were noted with satisfactory  specifications with no work necessary·         Repair order 703501 Oct 06 2016 – 12,077 miles – tires measurements were noted with satisfactory  specifications with no work necessary·         Repair order 712002 Feb 03 2016 -  16,982 miles – tires measurements were noted with satisfactory  specifications with no work necessary·         Repair order [redacted] Apr 23 2016 – 20,696 miles – front tires measurement were noted as below specs with excessive wear on outside edges and tires were recommended·         Repair order 727252 Apr 23 2016 – 26,390 miles – Customer came and performed an alignment and was provided with a discount - tires measurements were noted with satisfactory  specifications – tires had been purchased and installed elsewhere We understand that in order to receive and reply to any complaints we need to associate our account with a contact email can you please use the following email contacts: [redacted]   Thank you for your assistance,   [redacted]

Dear Sirs,Thank you for your letter dated September 14" 2015. This lady is known to us and the detail of what happened is as follows:She is the partner of a technician that worked for us and just before he left us he booked her vehicle for work and we allowed it to be done as a staff deal, done on a cost plus basis. We had felt that his parting was amicable and were then surprised when she completed a questionnaire, firstly as staff deals should not receive them but also what was said. The main thrust of what she wrote was regarding how the Foreman and Service Director (she named both) had been standing in a customer area and being derogatory about their staff in full hearing of customers. How unprofessional they were etc. This would have been very concerning had either of them been in the business on the day she was here, as it happened they were both out, showing that her report was a complete fabrication.We didn't know why she would have written what she did but decided it was best to ignore it but did mark her file not to accept any more bookings from her. She recently tried to book her car in for work which we declined. That caused her to phone and ask me for an explanation, I said I didn't have the full detail but would answer as best I could from memory, this I did. She did not try to defend her fabrication or tell me that I was wrong other than saying I had said she posted it on [redacted] and she said it was on the customer satisfaction questionnaire. During the conversation she never mentioned anything else.Due to the above detail I can see no point in responding to any new accusations she makes

My check engine light came on. I called the service department to make an appointment to bring my car in. Mind you, I am fully covered under warranty. After being hung up on TWICE, and put on hold for 20 minutes, the customer service rep (her name was [redacted]) told me there was a “note” on my...

account. She said I would have to speak with the service manager, [redacted], before taking my car in for service. When I asked her why, she told me that there was an incident that was escalated to their corporate office. I already know what the “incident” was. After my last service, I was e-mailed a survey to complete about my experience. I was completely honest on the survey. The service manager was absolutely rude and improper. I was not satisfied with my service, and stated all the details in that survey. Now back to trying to book the appointment for my check engine light. [redacted] REFUSED to speak with me. [redacted] tried to transfer me, but he did not answer. I wanted to know why I was being denied service on my vehicle that is fully covered under warranty. I called his direct line twice, and I left one message. [redacted] was the one who reached out to me and said “because of what happened here before, [redacted] said you HAVE to go to another dealership.” WOW. My complaint was on a SURVEY that was given to me via e-mail after my first experience with [redacted]. I firmly stated how dissatisfied I was. I was taken care of at HOUSE OF IMPORTS(another dealership) a million times better than Anaheim, and will be taking my business to this dealership going forward. I was told by the service manager at House of Imports that the "survey" I took at MBZ Anaheim is directly tied to the [redacted]'s commission. Instead of trying to make things right right and turn my negative experience around, I am flat out turned away. [redacted] is more concerned about pocketing commission, than providing "exceptional customer service" which completely goes against the company "motto". I would like to make sure this complaint reaches the owner and general manager at the dealership.

WORST SERVICE DEPARTMENT, HIGHLY DUPLICITOUS AND UNETHICAL FROM MY EXPERIENCES, THEY LIE STRAIGHT TO YOUR FACE. 2ND AND LAST TIME I WILL USE THIS COMPANY. WE DROPPED OFF A WORK VAN, MERCEDES SPRTINER BECAUSE IT WAS STUCK IN LIMP MODE. ABOUT THE SAME TIME FRAME RECEIVED A LETTER FROM MBZ USA STATING THIS IS AN ISSUE THAT THEY ARE EXTENDING THE WARRANTY ON. OUR WORK VEHICLE WAS IN THEIR SHOP OVER A WEEK, WE CONTINUED TO CALL TO SEE WHEN IT WOULD BE READY. THE DIAGNOSTIC FEE I AGREED TO WAS $179.95. THEY DETERMINED THE PROBLEM CAUSING OUR SPRINTER TO GO INTO LIMP MODE WAS A FUSE IN THE WRONG SLOT. $570.00 ($390 OVER THE DISGNOSTIC FEE I APPROVED) LATER AND NOT A SINGLE PART CHANGED I PICKUP THE VAN. THE FOLLOWING DAY I NOW HAVE A DIESEL EXHAUST FLUID LEVEL WARNING, THE DAY AFTER THE VEHICLE STATES THERE ARE "8 STARTS REMANING". THE VEHICLE IS NOT DRIVABLE. IN ADDITION THEY WANTED $500 MORE TO CHANGE THE FUEL FILTER ($69 OEM ONLINE AND A 15 MINUTE JOB). IN 2008 I HAD ANOTHER INCIDENT WITH THIS DEALERSHIP. MY SL 500 MERCEDES HAD RECEIVED SOME CHIPS IN THE HOOD FROM A GRAVEL TRUCK. I BROUGHT THE VEHICLE TO MERECEDES TO BE COLOR SANDED. I WAS TOLD THE CHIPS ARE TOO DEEP AND THE ENTIRE HOOD WOULD HAVE TO BE STRIPPED AND REPAINTED FOR $1800 I APPROVED. WHEN THE VEHICLE WAS READY FOR PICKUP I INSPECTED THE HOOD, AND GUESS WHAT I FOUND.. 2 OF THE ORIGINAL PAINT CHIPS WERE REMANING. WHEN I CALLED THE MANAGER OVER HE LIED TO MY FACE AND SAID THE ENTIRE HOOD WAS REPAINTED , AFTER I POINTED OUT THE CHIPS HE DIDNT KNOW WHAT TO SAY.. I HAD ALREADY PAID FOR THE PAINT JOB.

Review: After taking my vehicle into the dealership for routine maintenance, I was contacted by Mercedes Benz of Anaheim via e-mail to complete a survey of the service that I received. I completed the survey on their company website. I was honest about the service I received, and I was very dissatisfied. Therefore, this reflected in the survey that I completed.

The reason for my complaint is that I know MY personal information was not kept private. I am very upset that my information circulated within the dealership. The same day that I completed the survey (April 21, 2015), I got a text message from a friend that works at Mercedes Benz of Anaheim, asking me about the “bad” survey. This person, (who shall remain nameless for precaution) works in a department that is completely unrelated to surveys or administrative work. I gave no consent and there is no valid reason that the results of this survey should have been shared with ANYONE but the management.

The management at this dealership needs to be notified and/or trained on this type of negligence of confidential information. They have to be compliant with client confidentiality… especially since they have everything from my address, bank account numbers, to my social security number. I do not trust this dealership with my personal information. I would NEVER come back here if it wasn’t for the warranty on my vehicle. Nor would I recommend them to any of my friends or family.

Consumer

Response:

My check engine light came on. I called the service department to make an appointment to bring my car in. Mind you, I am fully covered under warranty. After being hung up on TWICE, and put on hold for 20 minutes, the customer service rep (her name was [redacted]) told me there was a “note” on my account. She said I would have to speak with the service manager, [redacted], before taking my car in for service. When I asked her why, she told me that there was an incident that was escalated to their corporate office. I already know what the “incident” was. After my last service, I was e-mailed a survey to complete about my experience. I was completely honest on the survey. The service manager was absolutely rude and improper. I was not satisfied with my service, and stated all the details in that survey. Now back to trying to book the appointment for my check engine light. [redacted] REFUSED to speak with me. [redacted] tried to transfer me, but he did not answer. I wanted to know why I was being denied service on my vehicle that is fully covered under warranty. I called his direct line twice, and I left one message. [redacted] was the one who reached out to me and said “because of what happened here before, [redacted] said you HAVE to go to another dealership.” WOW. My complaint was on a SURVEY that was given to me via e-mail after my first experience with [redacted]. I firmly stated how dissatisfied I was. I was taken care of at HOUSE OF IMPORTS(another dealership) a million times better than Anaheim, and will be taking my business to this dealership going forward. I was told by the service manager at House of Imports that the "survey" I took at MBZ Anaheim is directly tied to the [redacted]'s commission. Instead of trying to make things right right and turn my negative experience around, I am flat out turned away. [redacted] is more concerned about pocketing commission, than providing "exceptional customer service" which completely goes against the company "motto". I would like to make sure this complaint reaches the owner and general manager at the dealership.

Business

Response:

Dear Sirs,Thank you for your letter dated September 14" 2015. This lady is known to us and the detail of what happened is as follows:She is the partner of a technician that worked for us and just before he left us he booked her vehicle for work and we allowed it to be done as a staff deal, done on a cost plus basis. We had felt that his parting was amicable and were then surprised when she completed a questionnaire, firstly as staff deals should not receive them but also what was said. The main thrust of what she wrote was regarding how the Foreman and Service Director (she named both) had been standing in a customer area and being derogatory about their staff in full hearing of customers. How unprofessional they were etc. This would have been very concerning had either of them been in the business on the day she was here, as it happened they were both out, showing that her report was a complete fabrication.We didn't know why she would have written what she did but decided it was best to ignore it but did mark her file not to accept any more bookings from her. She recently tried to book her car in for work which we declined. That caused her to phone and ask me for an explanation, I said I didn't have the full detail but would answer as best I could from memory, this I did. She did not try to defend her fabrication or tell me that I was wrong other than saying I had said she posted it on [redacted] and she said it was on the customer satisfaction questionnaire. During the conversation she never mentioned anything else.Due to the above detail I can see no point in responding to any new accusations she makes

Review: On the condition when I agreed to purchased GAP insurance through this dealership, [redacted] manager [redacted] told me that if I pay my car loan off early that I could request a prorated refund of the unused premium of the GAP insurance like any other insurance that give refunds of unused premiums. All I had to do was contact the GAP insurance underwriter, "1st. Class Guaranteed Auto Protection" and "Caliber Motors Mercedes-Benz of Anaheim" to request a prorated refund. Well, I did that on 12/10/15 and Caliber Motors Mercedes-Benz of Anaheim was suppose to be sending me a check. As of today 3/11/16, no check was ever sent to me. All I got from [redacted] (Caliber Motors Mercedes-Benz's current [redacted]nce person) is your typical car dealership runaround by not returning phone calls only after call him multiple times and him making empty promises that the check is in the mail. Caliber Motors Mercedes-Benz have been stringing me along for months now and I am at that point to file a lawsuit if I don't get my refund. I can understand the fact if he told me that I wasn't entitled to a refund if I payoff my loan early but instead [redacted] told me the opposite. When car dealerships want to sell you something, they will tell you want you want to hear just to close the deal! That's unethical and I expected a whole lot more ethics coming from a Mercedes Benz dealer! What a disappointment!Desired Settlement: Have Caliber Motors Mercedes Benz of Anaheim send me my refund of the unused premium of my GAP insurance as promised!

Consumer

Response:

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.

This complaint has been resolved, please close my file. Thanks for your help!Sent from my iPhone

Review: I’m writing to dispute the hard inquiry credit check that is currently showing on my credit report from [redacted] / CaliberMotors on Saturday, October 17th.

I have been in contact with Mercedes Benz Financial Services since October 26th and they informed me that the credit inquiry was not run by Mercedes Benz Financial and they directed me to the local dealership to resolve this matter.

I was communicating with one of their salesmen [redacted] at the Anaheim Mercedes Benz dealership due to my lease agreement with them. [redacted] was making an attempt to put me into another lease. He told me that he wanted me to come into the dealership to see him the next day. He asked me if I had any late payments on my lease and I told him I didn't. He never asked me if he could run my credit, nor did he inform me that he would run my credit. I informed him via text the next day that I received alerts informing me that he ran my credit report. I also informed him that I wouldn’t be coming into the facility because I wanted to complete some research prior to another lease, because based on the terms that he provided I couldn't sign another lease because it would be too costly. I have since purchased my lease via my credit union.

[redacted] is a great salesperson but was eager, and this error, though unintentional, cannot be justified because there was never any verbal or written agreement made by me providing permission for Mercedes Benz to run my credit report through [redacted] or any other reporting agency that they use.

I received notifications from Credit Karma and Lifelock on October 18th that hard inquiries were made on my credit report. I also notified [redacted] to let him know that I was going to dispute this hard inquiry.

I have always had a great experience with Mercedes Benz, from their salespeople to their service managers. If in the future I decide to purchase another vehicle Anaheim Mercedes would be my choice. But this error made by them needs to be corrected promptly.

Business

Response:

We are in receipt of your letter dated December 9" and the complaint information of Meta [redacted]. I have spoken to [redacted] and also our Finance Director Gregory Pfrunder, both had conversations with Ms. [redacted]. The inquiry was regarding re-financing her current car as it was at the end of lease, rather than buying another. We had been asked to arrange funding for this transaction and took this as verbal authorization to check credit history. Both of the above spoke to Ms. [redacted] about this at different times and both believed it was clear we would need to do a credit check to try to arrange this.As it transpired we were unable to arrange the finance, not due to any negative information but because of the age and mileage of the vehicle. It is clear from Ms. [redacted]'s letter that she did not understand that asking us to try to arrange finance for her would mean we would need to carry out a credit check we apologize for the misunderstanding.I have spoken to the agency and I am requesting the record is removed. I am told once I have made the request I will not hear any more but Trans Union will communicate directly with Ms. [redacted]. I trust this will resolve the misunderstanding.