Mercedes Benz of Billings

Review: I purchased a used Mercedes from this dealership in late June of 2014. At the time of purchase I was told that the car had been traded in locally and had been serviced regularly at the dealership. I was told that the car had also undergone the rigorous inspection of the Mercedes service department and had passed with no issues. I had just started a new job so the salesman told me that they deliver. I wanted a couple of options added to the car which included factory warranted remote start and a Bluetooth puck. The car was advertised for 17,900 and I paid 19,995 to include the new options. The parts were ordered and I agreed to bring the car back when everything arrived. It took several days for the car to get to me as the salesman told me he had been to the ER for a heart issue because of his past [redacted] addition. I told him that he or his manager should have called me to tell me there was a delay. I had called the dealership and had tried to reach the manager but he did not call me back. I took the car back to have the remote start and the blue tooth installed and asked the service department about a funny ticking sound. I was told that it was a loose belt and that they would tighten it on my next oil change. Labor day weekend I went to [redacted]. On my way back right after fueling the car it started to "lug" when idling. The car ran fine once I sped up. I called the service department and they said to bring it in that I had probably received bad fuel and that I may need a new fuel filter. I agreed. They gave my husband a loaner car and said they would call when it was done. Later that evening I received a call saying that my engine was shot and that a new motor would be $14,000 dollars. I was shocked. I asked what was wrong with it and they said spark plugs had broken off and had gone through the cylinder walls. I wondered why this wasn't caught when they did the initial inspection especially since I had asked about the ticking sound. No one seemed to know. I asked if the manager knew of the situation and was told yes. I said that I would call back in the morning. I left a message with [redacted] the general manager to please call me to see what my options might be. I called several times after that but he would NEVER call me back. Later I was told to come in by someone I thought was management only to find out he was from sales. I returned to this place of business on two more occasions and neither time would [redacted]. speak to me. I was never belligerent nor confrontational but asked repeatedly what could be done to resolve this issue as I had only owned the car for just two months. I explained that I was a newly appointed CEO of a hospital and taking time off for this matter to never have any options given to me was becoming increasing frustrating. I told everyone that I spoke to that I had never experienced such poor customer service!! I asked if they would take my car in trade and was told that my car was not worth anything. All they offered to me was to purchase a new or another used vehicle. I tried to look at a couple of used cars but the salesman that I was talking too couldn't drive me to the lot where the car was because he had lost his driver's license for not paying child support!! I am seriously wondering what kind of people work there. I was then offered to buy a new car at "their cost" which was only $2000.00 less than sticker price and again with no trade for my car. I still felt that I was not receiving the customer service I expected from a dealership that had been recommended as reputable. Finally, the quality control girl named [redacted] asked me what I wanted and I said that I just would like to speak to the general manager. She called me later to say that the CEO, [redacted] would be calling me. Again, to my disappointment no one called. I finally had my car towed to a private shop that has worked on Mercedes for more than thirty years. he explained that when the spark plugs had been put in the motor they had not been tightened and that this was why they had broke off. He said he knew this because he could tell there had been no torque or the rings would have mushroomed. He put in a new battery, two new spark plugs and used a magnet to pull out the debris from the engine. My cost was $284.00. The car is running fine. Why couldn't the Mercedes dealership do this. I feel like they knew there was something wrong with the car as I was never offered a extended warranty. I felt scammed. I think they were just trying to get me to pay for a new engine.Desired Settlement: I am not sure what makes this right.

Business

Response:

Good Afternoon,This email is to conclude complaint ID [redacted]. The acting general manager and myself have spoken directly with Mrs. [redacted]. She is now very satisfied with Mercedes Benz of Billings. We have offered to reimburse her for the expenses that she has incurred (towing and prior service related charges on this vehicle) regarding her prior costs to her current vehicle and provide her next scheduled maintenance (110k mile service) at no cost to her or the option for her to trade her current vehicle in at a fair market value and purchase a new vehicle at invoice pricing. The customer is very satisfied with both options she has to choose from and is going to consult with her husband regarding which option they [redacted] choose. Either way she has stated that she is very thankful of Mercedes Benz of Billings for returning her phone call and coming to a feasible solution to the issue at hand. The customer has stated that she [redacted] be contacting the Revdex.com personally to confirm her satisfaction in our actions of resolution. Thank you, Katie PalmersheimBDO/CSORimrock Auto Group406-651-5200