Mercedes-Benz of Arrowhead

To Whom it May Concern,Sales manager, Mike C [redacted] contacted Mr [redacted] and arranged a meeting at Mercedes-Benz of Arrowhead During the meeting, MrC [redacted] completely went through the options on Mr***'s new Mercedes-Benz C After demonstrating the options on his new vehicle, Mr [redacted] left happy Please let us know if we can be of any further assistance

Response to [redacted] Revdex.com claim [redacted] I understand the concerns of Mr [redacted] regarding the stalling problem of his vehicleWe were making every effort possible to diagnose the problem for themWhen the car arrived it had a hard code for a failed mass air flow sensor resulting in it's replacementThe problem happened again so we responded by picking the vehicle up at their home to continue diagnosisThey were very impatient and were demanding answers before we figured it out and demanded to take their carKeep in mind we have several more hours of diagnostic time invested that we did not charge them forWe then found out that the vehicle has a modified computer and non factory high performance exhaust that may cause their condition so we recommend to them to have the computer returned to stock programming to eliminate that as the problemSee attachmentThey agreed and took their carWithin a couple days they called back demanding their money back because another company replaced the mass air flow sensor and it fixed the carNo mention of that in the complaintWe advised them if the new part was faulty the warranty would have to be performed hereThis Revdex.com claim is the next response Robert T [redacted] Service DirectorMercedes - Benz of Arrowhead###-###-####

To Whom it May Concern, Rob M [redacted] called [redacted] to cover his Mbrace concern During this call, MrM [redacted] transferred in a representative from Mbrace to help with Mr***'s concern After further discussion, there isn't an issue with Mbrace but rather Mr***'s phone Please let usknow if we can be of further assistance

On 1/26/Customer came in because of service light came on at miles We performed an A-Service at no charge to the customer On 6/15/customer came in for an alignment and that the tires were wearing unevenly at miles We good willed an alignment on front and adjusted the camber on the rear (only adj available for the rear) We also paid for new tire and split the cost of the second We also paid for the cost to mount and balance We gave the customer a copy of the computer generated alignment spec sheet showing all axles well within specsOn 7/28/customer came in with a flat at miles and the tire was replaced with road hazard warrantyOn 8/10/customer came in with miles to perform the scheduled B-Service At that time it was recommended that the rear tires needed to be replaced The rear alignment was checked and was within factory specifications The customer declined to purchase rear tires Customer contacted Mercedes Benz CAC regarding the issue and we offered to sell her tires at our cost and pay for the mount and balance This is average interval tire wear on this model SprinterWe have gone above and beyond to assist this client with maintenance expense

Obviously the module was never the problem for the car not turning over.The cables were damaged from the start and should've been diagnosed regardless the age of the car.Especially, when there is a charge for diagnostic.Since replacing the battery cables, the car has not had issues turning over or starting, including being able to move the key into the ignition.They were not able to duplicate the no start of the car even the first time I was there - the tow truck guy was not able to put the car in neutral to load it on the truck.I'm assuming he moved the battery cables when he was trying to give it extra power, and after a few tries, it started and I drove it to the dealer. The second time this happened(Saturday), I called the dealer to ask them what to do.There was no manager available, and all they gave me was Roadside assistance number. Then a friend of mine came and figured it was the cable. I had to actually open the hood, play with the battery cables and start my car, after I've paid over 1400$ for it.That's how I was able to drive it and actually take it to the dealership on Monday.Not Allegedly.Robert has agreed to put back the old module if I paid for the labor again. When I was picking up my car, I asked Andy to give me my old module back to which he responded that technicians dispose of it.So I wonder, how was Robert able to offer to put my old module back when it was long gone. Or did he know I would return and just kept it.About the bezel, the technician could not have reported it, because it was not damaged prior to that. When I picked up my car the first time, I pointed the bezel right away to Andy, and asked him if technician has worked on it. He said No. When I returned on Monday, he said that technicians worked in the middle console in order to get to the module, but he didn't know it.The stories kept changing between Robert and Andy, which I find very deceiving.I want my money back minus the cost of the cable and the labor associated with it.

Good afternoon Marie,I reviewed Ms [redacted] sales file and I'm unable to find any documentation that the second keywas a condition of sale If Ms [redacted] can provide documentation that the key was a condition of sale we willreimburse her for the entire key otherwise, we're unable to accommodate her request We're also not obligated to pay for half of the key, we did this to try and make a customer happy Best regards,Vern F*

Good afternoon Marie, If Mr*** could provide the proof he states that he has, I will review The information that is in the deal states otherwise. Best regards,Vern F*

When Mr*** and his wife originally signed for the vehicle they were over $13,negative equity They gave us no money down but used a warranty refund from their trade as a down payment on the new vehicle They purchased a warranty for the new vehicle, but the top of the line
warranty was over $6,due to mileage of the vehicle and was declined by the customer So they purchased the lesser one Hughes Federal Credit Union denied the contract due to the front end advance was to high We explained to them that in order to purchase the new vehicle it would require additional money down They couldn't come up with the entire amount down, just the $3,I believe he is referring to, so we had to cut the front of the deal and raised the price of the warranty to help cover the loss on the front end Mr*** then balked at the increase in the price of the warranty, so we put the deal back to the original price to hold the deal together the additional $3,down was not so he could get the warranty, it was so he and his wife could buy the care due to his negative trade equity The warranty coverage never changed from one contract to the other They always had the same warranty Mr*** came into service with a concern about the seat bladders not operating This item wasn't covered by his warranty contract At this time, Mr*** is claiming that he thought he had the same warranty as before on his trade-in Mr*** contacted an attorney, contacted us and said, "he wanted us to pay for the price increase from the base warranty to the full coverage one, the sum of $800." He also said, "his firm does this all the time and that dealers usually just pay the $and be done with it." Matt K*** said to the attorney, "that if he could get Allstate to up the coverage and bring us proof of the $we would discuss a resolution." We have not heard from Mr*** or his attorney, now going on three-months

[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 would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Phillip P***

T Our position remains that we have gone above and beyond assisting MsR*** in the maintenance expense of her vehicleWe have a computer generated print out reflecting her vehicle was aligned properly when we performed itThis is average interval tire wear on this model Sprinter. We will offer her the tire at our cost and mount it for free if she would like us to take care of itThis should take less than an hour and be performed while she waits in our waiting room. ell us why here

Response to complaint ID# ***:We fully understand the concerns of Ms***, however our findings from the vehicle are differentThe vehicle in question, CMercedes with 163,miles, did not start and had battery power when arriving to our dealershipThe test performed by
our computer requires the vehicle to be powered by the battery or the test cannot be performed verifying the battery cable was not the reason for the car not starting and that timeThe EIS module was not communicating with the ignition telling the engine to start, this is a common problem with older vehicles, after replacing the module the vehicle started immediately and had no signs of a battery or cable problem during multiple startsThe car was picked up by the client without a starting problemAllegedly the vehicle did not start the following Saturday, however we were unable to duplicate the no start when the vehicle returnedWe did observe the cable was showing signs of wear and possibly could have shorted out the module because of voltage spikesIn good faith we offered and did replace the cable at no charge because of the circumstancesWe also offered and did replace the shifter bezel at no charge because our technician failed to report is was damaged prior to working on it.It is our position that our dealer went above and beyond to solve the problem and help the client.Robert T***Service DirectorMercedes - Benz of Arrowhead###-###-####

they are being truthful, the paperwork also indicates that we but money down and we also paid more money down to have the warranty, we were never offer a different warranty at allWe never spoke to the general manager and our attorneys has been trying to get them to agree to a settlementThere reply is a total lie and we have documents to prove this claim please look forward into this further

the information given in part by Mercedes Benz of Arrowhead is incomplete and misleadingThey did NOT provide a proper alignment at the times they claimed to have done so and that IS the cause of the uneven tire wear on the indicated tireThey are misleading and not accurately stating that the uneven tire wear was on ONE tireThat being said there has to be a clarification as to Why I am demanding to have my tire replaced by the fault of the dealershipI have proof of the specifications performed by Mercedes Benz of *** and clearly had to have adjustments made to the vehicleThere wasn't uneven wear on the rear drivers tire or the front drivers tire in any formI am providing documents that prove that the car wasn't aligned correctly by Arrowhead dated and that they never checked the alignment the second time when I asked them to on my service B appointmentI was provided with the same specs from that same dayI am also providing specs dated from Mercedes Benz o* *** that clearly had adjustments made to correct the alignment on the vehicle in order to stop the rear passenger tire from wearing unevenlyPlease review

I DID NOT RECIEVE A CALL FROM MERCEDES OF ARROWHEADI DO NOT HAVE ANY RECORD OF ANY CALLS FROM MRM*** OR ANYONENOW I KNOW WHAT KIND OF PEOPLE I'M DEALING WITH, LYERS !!!

My soft convertible top still sticks half way through both open and close operations. I was told that replacing the Ram Hydraulic lifter would fix that problem. I was also told the Hard Top control module was fixed or replaced and the initial $diagnostics charge went toward that fix. There is still a vibration and too much play in steering which is especially noticeable at speeds over mph. The excessive play in steering causes the need to over correct at times. I doubt seriously that new spark plugs would fix this issue. The wobbling is coming from the front end not the rear tires as they suggest.I brought the car back there and complained about the problems two days after I paid for the repairs. I did not get call for days so I called and that's when they told me I needed spark plugs, rear tires and some additional components for the convertible top. Also, there was an additional $for some work to get the car to pass emissions testing. After paying more than $for problems that were not corrected, the additional charges for spark plugs and tires seemed a bit suspect. I don't their discounts nor do I want to waste any more money to have their technicians make guesses. This company does not have moral ethics to make good on their mistakes. I want nothing short of getting my money back!

I spoke to customer this morning and will be sending a refund check for $per his request to resolve this matter

Mr*** and I did not want the money back; we just wanted an exchange of the part massive air sensor so the other party would give me the money back. I even said we did not want the labor just the part exchanged. We were impatient after the dealership had this vehicle for three different occasions total of approxdays. We are paying insurance so they can keep the car that many days. Again, we did not demand the money back. The other party is waiting to give me the money back. But as it stands, nothing can be done unless Mr*** takes the car back to Mercedes in AW even though it's running properly. If it's not broke don't fix it. Why didn't Mercedes check this massive air sensor the second time like my second party did

To Whom it May Concern,Sales manager, Mike C[redacted] contacted Mr. [redacted] and arranged a meeting at Mercedes-Benz of Arrowhead.  During the meeting, Mr. C[redacted] completely went through the options on Mr. [redacted]'s new Mercedes-Benz C63.  After demonstrating the options on...

his new vehicle, Mr. [redacted] left happy.  Please let us know if we can be of any further assistance.

To Whom it May Concern, Rob M[redacted] called [redacted] to cover his Mbrace concern.  During this call, Mr. M[redacted] transferred in a representative from Mbrace to help with Mr. [redacted]'s concern.  After further discussion, there isn't an issue with Mbrace but rather Mr. [redacted]'s phone.  Please let usknow if we can be of further assistance.

Our position has not changed since our last response. Here is last response:"On April 22nd Mr. [redacted] brought his vehicle in to repair his top which only opened part way, line 1 of attached repair order, we found the hydraulic pump and cylinder empty of fluid which leaked under the compartment. When these parts were repaired and the top was able to complete its cycle we found that the pull down latches would intermittently not latch. We recommended replacement but Mr. [redacted] declined as indicated on the recommended service document page 5. See attached. His vehicle also had a hard shifting issue which was repaired on line 2. We also replaced the front ball joints and aligned the wheels per our recommendation.  There were many other items needing attention as outlined on the attached inspection form which were declined. On May 8th Mr. [redacted] returned with a service engine light on and runs rough at times. We repaired the engine light at no charge because we wanted to show good faith after Mr. [redacted] spent a lot of money on his last visit. The running rough was most likely due to needing spark plugs which were recommended on the first visit but declined.  He also was feeling a vibration at highway speeds which is being caused by needing new tires which were recommended but denied on the prior visit. The intermittent top not working was a known fact from the first visit because we did not replace the latching mechanisms on the top.     I understand Mr. Turner’s frustration trying to bring a 17 year old car up to par. We at Arrowhead Mercedes – Benz appreciate Mr. Turner’s patronage and are willing to offer discounts if he wants to complete the balance of work on his car."