Mercedes Benz of Bedford

This business response was received by Revdex.com via email, it is a copy/paste by **.Customer stated a price displayed on said vehicle clearly listed it as $1, Customer spoke with me and inquired about the price I accompanied the customer to the vehicle in question Upon seeing the window sticker, I stated it was clearly a mistake The customer was taken into the showroom and the dealership website was accessed along with the vehicle in question The price on the website clearly showed the price at $32, There is no question that the Mercedes Evalue is significantly higher than $1,and a printing error had been made Employees of Mercedes Benz of Bedford are not infallible and this was not intentionally meant to mislead our customersMercedes Benz of Bedford is a Penske Automotive dealership and is held to a high standard of customer service and integrity and does not succumb to tactics of misrepresentation to deceive our customers We apologized for this obvious error and any confusion the error might have caused It was simply an error and the customer was aware of this after seeing the price marked onlinehttp://www.mercedesbedford.com/inventory.aspx?_search=mlr

S [redacted] ,Ray1:PM to me Mr [redacted] purchased an AS IS NO WARRANTY vehicle We have already assisted him before with a concern We can look at his concern and let him know how much it would be to fix

[redacted] was a manager here at Mercedes-Benz of Bedford and as such he knows how we operate as a dealershipThe customer is always first in our eyes [redacted] purchased an old service loaner vehicle (used car) not a brand newe carOn several different times we worked to satisfy him as we would any other customerWe painted his car at our exspense on issues that should have never been done in the first placeThe reason that we had to "repo" our car is because he would not return the car to usThe last time he was here to inspect his car with me one of our lot attendants noticed the damage on our loaner that he was drivingThis was one of the reasons that I personally over saw the completion of the last painting of his carWe completed it after we both went over the car together I have enclosed the signed loaner agreements with the dealershipHe not only damaged the loaner$2,200+ The daily fee for not bringing the loaner back when asked is $per day x days or $Also [redacted] drove over miles in our loaner in daysthe excess milage charge is per mile or an additional $1, [redacted] ***

This business response was received by BBB via phone.The business's Title Clerk, stated the consumer's title was issued on 6/19/17 and was mailed to him on 06/21/17 at [redacted] The Title Clerk also confirmed a check was issued to the consumer in the amount... of $14.50 on 06/21/17 because he overpaid on fees, however, the check was mailed separately from the title.The Title Clerk confirmed the business shows the check was cashed on 06/30/17.The Title Clerk also stated there has been no return mail for the title sent to the consumer.

I had a complaint about 3-weeks ago against Merceds of Bedford and have since then gotten the problems resolvedI told those guys that I would contact Revdex.com and edit the complaint after being compesatedNow I do not know where to go to fix that issueCan you guys lead me in the right direction

Mr*** has been offered to have the dealership honor his in service date from the date he purchased the vehicle

Mercedes Benz Bedford has resolved the issue.Thank you
*** ***

Issue was resolved when client was at the storePlease have client call GM at *** if he has any further questions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my
complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

The Service Contract denied the claim, not Mercedes-Benz of Bedford. The customer has negative equity and no money to put down. MB of Bedford offered to assist in the purchase of a replacement, but with the current credit of the customer and the negative equity the client will need to
put a substantial amount of money down. You will have to get the exact reason from the client as to why the repair was not covered by the service contract company

Mrs*** vehicle was
towed in from an outside shop on February 11, for the low range light
flashing and a grinding noise. Upon delivery we verified the low range
light flashing and the grinding noise We did verify the brakes
applying while driving The
technician attached the Mercedes SDS computer
to the vehicle and found no codes. When testing actual values, the
technician found irregular values for the left rear wheel speed sensor.
The left rear wheel speed sensor was removed, the plug connection and the tone
ring were found to be good. There was severe rust scaling between the
left rear wheel speed sensor and the knuckle. The rust scale was cleaned
off and the vehicle was road tested by the technician. The light did not
return. Mrs*** was advised that this was the first step in the
repair and the vehicle could require a left rear wheel speed sensor at a later
date. Mrs*** was quoted $+tax for the left rear wheel speed
sensor if it was needed later. On February 18, the client phoned in
informing me that the vehicle was being towed in for having an ABS, ESP and BAS
lights illuminated. When driving on the freeway she was getting a red
brake light and a beeping noise as if the parking brake was applied. The
technician used the SDS computer and verified stored codes for the ABS control
unit, the left rear and right rear wheel speed sensors. During the
process of inspecting the wheel speed sensors the technician found fluid
leaking from the left front corner of the vehicle. The technician removed
the left front inner fender liner and found the left front brake line very
rusty and actively leaking. To replace just the left front brake line
would be $514.30+tax. It was recommended to Mrs*** replace
all of the front brake lines at a cost of $1,212.45+tax due to the severity of
the rust. Mrs*** was advised the bleeder valve on the left caliper
was seized and if it could not be freed the caliper would need to be replaced in
order to perform the brake line replacement. To replace the left front
caliper would be $562.00+tax. Mrs*** was advised the calipers
should be replaced in pairs. Mrs*** was advised we need to start
with the brake line repair before any other repairs were performed. The
items with the stored codes could be related to the left front brake line
leaking. Mrs*** was quoted $1,430.00+tax for the ABS module,
$205.00+tax each for the left rear and right front wheel speed sensors if
needed. The beeping noise that Mrs*** heard could be related to the
ABS module. I informed her that her fuel lines were also very
rusty. Mrs*** informed me that she was waiting to hear back with
*** *** in our sales department with a trade in appraisal before making a
decision. Mrs*** called me back after hearing from *** *** and
informed me to only replace the left rear wheel speed sensor. I informed
her that this alone would not fix her problem and that the left front brake
line must be replaced. I assured her that this brake line was not leaking
the last time the vehicle was in for service otherwise she would not have been
able to have gone miles between repairs Mrs*** said we
misdiagnosed the vehicle and I better replace the left rear wheel speed sensor
I invited her to come and see the vehicle. She became very irate and
informed me that I was taking advantage of her. Mrs*** said I would
not be treating her this way if she was not black and a women. At this point
I offered to have my manager speak to her because we were just going around and
around. She slammed the phone down and hung up on me. My service
director met with Mrs*** and her friend to review the vehicle. My
service director informed me that the vehicle was going to be towed to another
shop. My technician cut the leaking left front brake line, crimped it to
temporarily slow the leak down, and filled the system with brake fluid so the
vehicle could be safely removed from the building on loaded onto a tow
truck. By doing this the right front, right rear and left rear caliper would
be temporarily be operational. Otherwise once the brake pedal was
depressed all of the fluid would leak out and there would be no stopping of the
vehicle *** ***
I contacted Mrs.*** concerning her vehicle to discuss
it’s conditionI reiterated the conversation that service consultant Jeff
Miller had in that her MLhad many issuesAmong the issues with her car:
Rusted brake lines with the left front line leaking, ABS malfunction as well as
rusty fuel linesI noted that she already had the rear brake lines replaced at
another shop and encouraged her to take the vehicle back there for repairsI
explained that for us to do the repairs we would want to replace all the
remaining brake linesWe would be using genuine MB factory parts and the cost
was prohibitive based on the condition and age of the vehicleIn order to
install factory lines we would have to
disassemble a lot of components on the vehicle since the lines are pre-bent and
formed at the factoryI also explained to Mrs*** that we normally do not
replace brake lines at our shop since it is so labor intensive and expensive
for us to do thnormally refer them to the aftermarket shops I
invited Mrs*** to come in to inspect her vehicle since we had the inner
fender and headlight disassembled from the vehicle (necessary to inspect the
brake lines)Several days later she called and came to see her vehicle with a
relative who seemed to be knowledgeable on her vehicleWe inspected the
vehicle with the technicianThe left front line was so rusty it was actually
swollen from the rust, split, and
leaking badly and is very dangerous! In the
conversation with Mrs*** she talked about the fact that she already had
lost the brakes on the vehicle and that is why the rear lines were replacedI
found it very alarming that the shop doing the repair did not replace all of
the lines at that time since they are all in bad shape (in addition to the fuel
lines)
At that conclusion of the conversation we all agreed that
the vehicle was not safe to drive and that it would have to be towedSeveral
days later Mrs*** towed her vehicle from the dealershipA couple of days
later Mrs*** called me to tell me that her brake line was cut and
crimpedI explained to her that I didn’t think we did that but I would check
on it and get back to herI spoke to the technician and he explained that in
order to move the vehicle from his bay and safely park it (there are other cars
parked behind his bay) he eliminated the leaking left front brake line by
cutting and crimping the line overThis allowed him to have the use of the
brakes (three wheels only) and safely maneuver the vehicle onto the tow truck
as wellNot an unusual temporary remedy for this conditionI immediately
called Mrs*** and communicated the information to her
I am aware that Mrs*** wanted other repairs done to
her vehicle but it would have been irresponsible on our part to do any repairs
to her vehicle in the undriveable and unsafe condition it is inWe did not
charge her for any of the technician’s time and labor for the inspection and
diagnostic
*** ***
Service Director

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This consumer message was received by Revdex.com via phone.The consumer said she was only expecting a basic level of service from this business, as she would any business, however, she said she was hoping for better than basic because of the luxury vehicle being purchased.The consumer said she was...

inconvenienced by this company because of the breakdown of communication they had internally between various employees.The consumer said the business was also quick to cash her down payment ... but slow to refund it to her.The consumer said she went with a different dealership in the purchasing of her luxury vehicle.She said the people at the other dealership were professional, and her transaction went smoothly.The consumer said she will caution people from using this business.

[redacted] was a manager here at Mercedes-Benz of Bedford and as such he knows how we operate as a dealership. The customer is always first in our eyes. [redacted] purchased an old service loaner vehicle (used car) not a brand newe car. On several different times we worked to satisfy him as we would any other...

customer. We painted his car at our exspense on issues that should have never been done in the first place. The reason that we had to "repo" our car is because he would not return the car to us. The last time he was here to inspect his car with me one of our lot attendants noticed the damage on our loaner that he was driving. This was one of the reasons that I personally over saw the completion of the last painting of his car. We completed it after we both went over the car together.  I have enclosed the signed loaner agreements with the dealership. He not only damaged the loaner$2,200+ The daily fee for not bringing the loaner back when asked is $75.00 per day x 21 days or $1500.00. Also [redacted] drove over 7000 miles in our loaner in 90 days........ the excess milage charge is .50 per mile or an additional $1,278. [redacted]

This business response was received by Revdex.com via email, it is a copy/paste by **.Customer stated a price displayed on said vehicle clearly listed it as $1,000.  Customer spoke with me and inquired about the price.  I accompanied the customer to the vehicle in question.  Upon seeing the window sticker, I stated it was clearly a mistake.  The customer was taken into the showroom and the dealership website was accessed along with the vehicle in question.  The price on the website clearly showed the price at $32,707.  There is no question that the 2015 Mercedes E400 value is significantly higher than $1,000 and a printing error had been made.  Employees of Mercedes Benz of Bedford are not infallible and this was not intentionally meant to mislead our customers. Mercedes Benz of Bedford is a Penske Automotive dealership and is held to a high standard of customer service and integrity and does not succumb to tactics of misrepresentation to deceive our customers.  We apologized for this obvious error and any confusion the error might have caused.  It was simply an error and the customer was aware of this after seeing the price marked online. http://www.mercedesbedford.com/inventory.aspx?_search=mlr4957

This business response was received by Revdex.com via phone.The business's Title Clerk, stated the consumer's title was issued on 6/19/17 and was mailed to him  on 06/21/17 at [redacted]The Title Clerk also confirmed a check was issued to the consumer in the amount...

of $14.50 on 06/21/17 because he overpaid on fees, however, the check was mailed separately from the title.The Title Clerk confirmed the business shows the check was cashed on 06/30/17.The Title Clerk also stated there has been no return mail for the title sent to the consumer.

First, I would like to point out the obvious; I was in possession of your service vehicle as a result of your inexcusable attempt to rid yourself of a damaged vehicle by concealing information during the sales process. IF you had been upfront and disclosed to me the amount of damage and repair done to the car before you knowingly leased it to me, I would not have required a service loaner. You had more than enough opportunity to get it back; I was being agreeable the first time I allowed you to "make things right". It would seem that the only painting you oversaw was that of the hood, one of the few parts of the car that did not already appear to be re-painted. I can only assume that this was a dubious attempt to match the hood to rest of the cars appalling paint job; which is made blatantly apparent by the distinguishable paint line that still remains between the original factory paint and the new paint.
Second, based on the information given to me at the time of sale, I did not PURCHASE a used car, I LEASED a new car. I was told the vehicle was part of the Customer Vehicle Program (*CVP) and as such is considered "new", hence new car incentives, leasing programs, warranties, etc. applied, including the option to lease the car through [redacted]. My previous vehicle was leased under the *CVP program, thus I was aware the car was a service loaner for a brief period and was comfortable with the fact that it may have a few minuscule imperfections. However, unlike my previous car, the imperfections on this car, I'm sure, more than exceed the 6% required disclosure amount. If I had been made aware of the it's service/ repair history prior to leasing; I would have cautiously weighed my options as to whether or not I wanted to move forward with the lease.
I realize the definition as to whether the car is "new" or "used" may be blurry, however, [redacted], under this type program I would expect some amount of ethical disclosure on your behalf to inform the customer of the program specifics. I do not believe the intent of the CVP is to unload damaged inventory to unsuspecting customers, inventory that would otherwise be difficult to move. I now question whether or not the car is "new" like I was told, offering me additional protection or "used" like you are claiming in an attempt to reduce your culpability. With that said, I do not want to diminish the point, regardless, of whether or not the car is deemed "new" or "used", when did the act of concealing deal breaking information become acceptable business practice? I think I am entitled to know what I am purchasing; this is a $47,000 vehicle not a $50 pair of shoes.
You point out I was a manager at the store. As a customer I fail to realize the relevance. Consequently, it is because I was a manager at the store, that as a courtesy to a few former coworkers I allowed you the opportunity to rectify the situation. As you noted, I am aware of how things can sometimes operate, hence I would be remiss not to mention that this, in addition to my 20+ years experience in the business offers me more insight than your average customer. Hence, I would like to point out that you had the car delivered to my place of employment at a time that I was unable to inspect it and therefore did not accept delivery and notified you immediately. In addition, both times you furtively delivered the car, you failed to include the signed paperwork. Multiple requests have been made for copies, but like everything else with this deal, you have failed in the delivery; which leaves me questioning the actual validity of the lease. I find it curious that you have no issue producing signed paperwork for the loaner vehicle, a vehicle that I should have never needed, but you still cannot produce the signed paperwork for the vehicle in question.
As far as I know, the car has always been the property of the dealership; therefore, I can only conclude that you were fully aware of the damage and its subsequent repair. In addition, you relied on my trust as a former employee as a means to rid yourself of a car that would have otherwise sat on your lot. Each time we have spoke, you have said things along the lines of: "it's a short lease, who cares", "we will hook you up next time", "you know how this business is", you believe that offering me a "full detail" in the spring is compensation enough for the fact that I am driving your liability, a liability that I was duped into leasing. You respond as if you are doing me a favor by overseeing the "last" repainting of a $47,000 car, and claim you are under no obligation to do so. In addition, not only did you "repo" the loaner vehicle with my personal effects still inside; which is a total invasion of my privacy, you left me with a car that I have yet to accept delivery of, with virtually no gas, the maintenance light on, and still with no paperwork. To make matters worse, the check engine light is now on. I’m not sure if you are deliberately trying to insult me, but I do not see how this is aligned with your "customer comes first" constitution.

S[redacted],Ray1:14 PM to me Mr. [redacted] purchased an AS IS NO WARRANTY vehicle.  We have already assisted him before with a concern.  We can look at his concern and let him know how much it would be to fix.

I am responding in regards to complaint ID [redacted]. We reached out Ms. [redacted] and offered to do a FREE Diagnostic check on her alternator.  She had stopped in here after a parts store advised her that she needed a battery, one of our lube techs ran a quick check on her battery when she...

stopped in.  We have not done a check on the alternator as Ms. [redacted] refused the FREE Diagnostic check on the alternator.  Thank you,[redacted]General ManagerMercedes-Benz of Bedford