Mercedes-Benz of Arrowhead

To whom it may concern,The second key was never a condition of sale.  Jeff L[redacted] did tell [redacted]that he would contact the previous owner and see if they had the second key.  No commitmentswere made to provide a second key as part of the sales transaction.  Jeff L[redacted]...

called the previous owner and they were unable to locate the second key.  [redacted] then became upset when Jeff gave her the news and asked to speak to a manager.  Matt K[redacted], the General Sales Manager ended up speaking to Rosangela.  Matt K[redacted] agreed to pay for half the cost of the second key, just as a goodwill gesture to Rosangela.  Our offer still stands,if [redacted] wants to purchase the second key Mercedes-Benz of Arrowhead will reimburse her for half. Best regards,Vern F[redacted]General ManagerMercedes-Benz of ScottsdaleMercedes-Benz of Arrowhead

To Whom It May Concern,This is response to complaint ID: [redacted].  Mercedes-Benz changed their process to purchase an additional or missing key for a customer's vehicle.  This policy went into effect January 30th, 2015, for all Mercedes-Benz dealers nationwide.  I also have...

attached a copy of this policy change.Our parts manager [redacted] contacted [redacted] and explained how the new process works to obtain another key for his vehicle.  [redacted]is currently in the process of ordering another key from us.  Please let me know if I can assist any further in this matter. Sincerely, [redacted]
General ManagerMercedes-Benz of Arrowhead   Tell us why here...

This is response to complaint ID:  [redacted].  Mrs. [redacted] purchased a 2009 Mercedes-Benz E350, from Mercedes-Benz of Arrowhead with 58,677 miles.  This vehicle was sold to Mrs. [redacted] on July 29th, 2013 for $27,979, which was the market value for this vehicleat...

this time.  Mrs. [redacted] also financed an extended warranty for $2,559, GAP insurance for $749 and the vehicle taxes.  Mrs. [redacted] did not put cash down on this vehicle, resulting in total amount financed of $32,764.60.  Fifth bank agreed to finance Mrs. [redacted] under these terms.  Current equity of Mrs. [redacted] 2009 Mercedes-Benz E350 could have not been predicated at the time of purchase.  Current market value of Mrs. [redacted] E350 is determined by current miles on vehicle, condition of vehicle, current economic conditions, ect…  If Mrs. [redacted] would like to bring her vehicle by Mercedes-Benz of Arrowhead, my used car manager will assess her vehicle and determine the cash value.Sincerely,[redacted]General ManagerMercedes-Benz of Arrowhead

Response to [redacted] Revdex.com claim [redacted]. I understand the concerns of Mr. [redacted] regarding the stalling problem of his vehicle. We were making every effort possible to diagnose the problem for them. When the car arrived it had a hard code for a failed mass air flow sensor resulting in it's...

replacement. The problem happened again so we responded by picking the vehicle up at their home to continue diagnosis. They were very impatient and were demanding answers before we figured it out and demanded to take their car. Keep in mind we have several more hours of diagnostic time invested that we did not charge them for. We 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 problem. See attachment. They agreed and took their car. Within a couple days they called back demanding their money back because another company replaced the mass air flow sensor and it fixed the car. No mention of that in the complaint. We advised them if the new part was faulty the warranty would have to be performed here. This Revdex.com claim is the next response.           Robert T[redacted]Service DirectorMercedes - Benz of Arrowhead###-###-####

To Whom It May Concern,                 This isin response to complaint ID: [redacted].  Theinvoice provided in [redacted] response is from [redacted] Mercedes-Benz of[redacted].  The transport damage indicated onthis invoice does not show up through Mercedes-Benz VMI (repair order historysystem) or [redacted].  The description oftransport damage is very vague and does not disclose any dollar amount.  If [redacted] would like to bring his 2014Mercedes-Benz [redacted] into Mercedes-Benz of Arrowhead, I will have our Mercedes-Benzfactory representative inspect the vehicle to give a determination of tailgatearea.  The factory representative at thistime can mediate between [redacted] Mercedes-Benz of [redacted] and Mercedes-Benz ofArrowhead to come up with a solution for [redacted].  [redacted]General ManagerMercedes-Benz of Arrowhead

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.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would like to start off with the 8 day gap from receipt of this message. Revdex.com has informed me I have 7 days to reply. I am an active duty military personnel and was sent to [redacted] for field training from 10DEC2014 to 17DEC2014.  I did not have proper means to check and write emails from this field op. I am writing today as my first available time since returning home. I can contact my Chain of Command if documentation is required as proof.In regards to the non-accepted response by Mercedes-Benz of Arrowhead, I have found their response to be completely false. First, my wife, nor I, received any phone calls from Mercedes-Benz of Arrowhead [redacted]) the day after delivery.  We do not recall any follow up and we have phone records to prove this.  Second, I tried contacting Mercedes-Benz of Arrowhead on SEVERAL occasions. I left SEVERAL voicemails and was promised they would return phone calls promptly with results when I did speak with [redacted] (General Sales Manager). No conversations ever occurred. Finally, the vehicle was definitely damaged prior to delivery and prior to the sale. This was NEVER disclosed during the sale of the vehicle and has been dishonestly reaffirmed several times that we received a non-damaged vehicle (as you can see in the previous reply). Mercedes-Benz of Arrowhead claims that they verified through some system that repairs were never made. I was able to find repairs made to our vehicle very simply in a five minute phone call.  I feel as if the deception will never end and the dealership will never honestly say the vehicle was damaged.No, it did not take 5 months before we contacted Mercedes-Benz of Arrowhead.  It was 4 months before we made our first words to them and gave them an honest opportunity to fix what was wrong. My wife and I are not car/paint specialists and it is difficult to spot repair work. We are constantly on orders with the military and not always at home to survey our supposedly new vehicle. We noticed these defects in the vehicle and wanted answers and help immediately upon our discovery. Mercedes-Benz of Arrowhead has FAILED to comment and help us with these inquires, obvious to why I seek the help of the Revdex.com.  The dealerships 15 day return policy probably does not cover deceit. Please read the attached service record (prior to our purchase) and return our payment of $40,500. We would NEVER have purchased this vehicle if this had been properly disclosed to us.  The repair work is awful and no repaint will have the same longevity and color as factory paint.

On 1/26/17 Customer came in because of service light came on at 4868 miles.  We performed an A-Service at no charge to the customer.  On 6/15/17 customer came in for an alignment and that the tires were wearing unevenly at 17234 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 1 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 specs. On 7/28/17 customer came in with a flat at 21114 miles and the tire was replaced with road hazard warranty. On 8/10/17 customer came in with 22956 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 Sprinter. We have gone above and beyond to assist this client with maintenance expense.

What they responded is a lie. They never offered me anything at all. They just refused to settle things right with me. I did believe I was dealing with a reputable company and I had faith they would follow through to what they promised me. Now this untruthful statement that they said they were willing to pay half of the cost just makes me more adamant on standing firm on my request for full payment to get a spare remote made for my Prius.

To Whom It May Concern,       This is in response to complaint ID: [redacted].  [redacted] and [redacted] purchased a new [redacted] with 27 miles, from Mercedes-Benz of Arrowhead.  The contract purchase date was June 9th, 2014....

 This vehicle was transported to [redacted]
[redacted] on June 16, 2014.  The salesperson, [redacted] followed up with [redacted] the very next day to ensure sure the vehicle was delivered satisfactorily.  He spoke to [redacted] and there was no mention of any paint issues with the vehicle during this call.  The only other correspondence with Mr. or [redacted] was in an email from [redacted] dated October 13, 2014, which I included as an attachment.  This contact was made 5-months after the vehicle date of purchase.  However, we did verify through Mercedes-Benz VMI (repair order history system) there were no paint repairs made to this vehicle prior to Mr. and [redacted] taking ownership.  Our return policy for in and out of state delivers is 15-days from the date of purchase.  This inquiry is well beyond that period.  If [redacted] would like to bring their vehicle into Mercedes-Benz of Arrowhead, I would be willing to perform a free evaluation.  Sincerely,[redacted]General ManagerMercedes-Benz of Arrowhead

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[redacted]

If the other party installed a Mercedes Benz mass air sensor we would be able to perform a parts warranty. However we will need the repair order from the other shop indicating the part replacement and the old part. This is the only way I can warranty the part without the vehicle. Mr. [redacted] can drop them off Monday thru Friday 8-5 and I will be glad to help.  Robert T[redacted]Service DirectorMercedes - Benz of Arrowhead###-###-####

Response to [redacted] Revdex.com claim [redacted]. I understand the concerns of Mr. [redacted] regarding the stalling problem of his vehicle. We were making every effort possible to diagnose the problem for them. When the car arrived it had a hard code for a failed mass air flow sensor resulting in...

it's replacement. The problem happened again so we responded by picking the vehicle up at their home to continue diagnosis. They were very impatient and were demanding answers before we figured it out and demanded to take their car. Keep in mind we have several more hours of diagnostic time invested that we did not charge them for. We 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 problem. See attachment. They agreed and took their car. Within a couple days they called back demanding their money back because another company replaced the mass air flow sensor and it fixed the car. No mention of that in the complaint. We advised them if the new part was faulty the warranty would have to be performed here. This Revdex.com claim is the next response.           Robert T[redacted]Service DirectorMercedes - Benz of Arrowhead###-###-####

This is in response to Mr. [redacted]'s complaints #[redacted] 

We replaced the gas pedal and engine v-belts on Mr. [redacted]'s car. We had the car in our service department from June 3rd to June 5th 2014. A copy of the repair order is attached. We did not loosen or remove...

any of the wheels while the car was in our repair shop. 

Mr. [redacted] called [redacted] Tiemeir, our service advisor, and told him about the loose lug nuts. [redacted] expected Mr. [redacted] to bring the car in so that we could inspect it. Mr. [redacted] didn't bring it in. 

We are more than happy to inspect the wheels for damage. The safety of our customers is paramount to us. There will be no charge to have us inspect the wheels. 

General Manager

Mercedes-Benz of Arrowhead

Mr. [redacted] 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 approx. 8 days.  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. [redacted] 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.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have filed a complaint with Mercedes Benz USA and am waitiing for a response from [redacted]. I am willing to have Arrowhead Mercedes inspect my vehicle which they damaged, but will accept nothing less than replacing the 3 chrome wheel caps and inspecting all 4 rims for damage and possible replacement as they are not not correctly balancing. 

Regards,

Mercedes-Benz of Arrowhead recognizes that a loyal customer base is valuable to our business. We strive to meet all of our customer's expectations.

Mr. [redacted]'s complaint that we left lug bolts loose on his car is not correct. We .never loosened lug bolts or removed wheels on his car. Someone loosened these lug bolts before or after the car was in our service department. We are very concerned for all of our customer's safety and would appreciate the opportunity to inspect the wheels for any damage. Mr. [redacted] wants us to replace 3 chrome center caps on the wheels. [redacted], Service Advisor, and [redacted], Service Manager, have placed calls to Mr. [redacted] and left messages on his voicemail to bring the car in for us to inspect. Mr. [redacted] has not returned any of our calls.

We believe we have 3 chrome center caps to give to Mr. [redacted]. Unfortunately, we need to confirm that they are correct and can't do that until we see the car. In Mr. [redacted]'s most recent writing, he states that the wheels "are not correctly balancing". Since mast customers don't have their own wheel balancing equipment, I assume that another shop has removed these wheels and attempted to balance them. I am curious to know what they found.

Sincerely, [redacted]

General Manager

Mercedes-Benz of Arrowhead

[redacted].com

To Whom It May Concern,This is response to complaint ID: [redacted].  Mercedes-Benz changed their process to purchase an additional or missing key for a customer's vehicle.  This policy went into effect January 30th, 2015, for all Mercedes-Benz dealers nationwide.  I also have...

attached a copy of this policy change.Our parts manager [redacted] contacted [redacted] and explained how the new process works to obtain another key for his vehicle.  [redacted]is currently in the process of ordering another key from us.  Please let me know if I can assist any further in this matter. Sincerely, [redacted]

General ManagerMercedes-Benz of Arrowhead   Tell us why here...

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I would like to start off with the 8 day gap from receipt of this message. Revdex.com has informed me I have 7 days to reply. I am an active duty military personnel and was sent to [redacted] for field training from 10DEC2014 to 17DEC2014.  I did not have proper means to check and write emails from this field op. I am writing today as my first available time since returning home. I can contact my Chain of Command if documentation is required as proof.In regards to the non-accepted response by Mercedes-Benz of Arrowhead, I have found their response to be completely false. First, my wife, nor I, received any phone calls from Mercedes-Benz of Arrowhead [redacted]) the day after delivery.  We do not recall any follow up and we have phone records to prove this.  Second, I tried contacting Mercedes-Benz of Arrowhead on SEVERAL occasions. I left SEVERAL voicemails and was promised they would return phone calls promptly with results when I did speak with [redacted] (General Sales Manager). No conversations ever occurred. Finally, the vehicle was definitely damaged prior to delivery and prior to the sale. This was NEVER disclosed during the sale of the vehicle and has been dishonestly reaffirmed several times that we received a non-damaged vehicle (as you can see in the previous reply). Mercedes-Benz of Arrowhead claims that they verified through some system that repairs were never made. I was able to find repairs made to our vehicle very simply in a five minute phone call.  I feel as if the deception will never end and the dealership will never honestly say the vehicle was damaged.No, it did not take 5 months before we contacted Mercedes-Benz of Arrowhead.  It was 4 months before we made our first words to them and gave them an honest opportunity to fix what was wrong. My wife and I are not car/paint specialists and it is difficult to spot repair work. We are constantly on orders with the military and not always at home to survey our supposedly new vehicle. We noticed these defects in the vehicle and wanted answers and help immediately upon our discovery. Mercedes-Benz of Arrowhead has FAILED to comment and help us with these inquires, obvious to why I seek the help of the Revdex.com.  The dealerships 15 day return policy probably does not cover deceit. Please read the attached service record (prior to our purchase) and return our payment of $40,500. We would NEVER have purchased this vehicle if this had been properly disclosed to us.  The repair work is awful and no repaint will have the same longevity and color as factory paint.

If the other party installed a Mercedes Benz mass air sensor we would be able to perform a parts warranty. However we will need the repair order from the other shop indicating the part replacement and the old part. This is the only way I can warranty the part without the vehicle. Mr. [redacted] can drop them off Monday thru Friday 8-5 and I will be glad to help.  Robert T[redacted]Service DirectorMercedes - Benz of Arrowhead###-###-####