Mercedes Benz of Fairfield

Complaint ID#:    [redacted]Company Name:    [redacted]Company Contact Name:    [redacted]Company Contact Phone:    [redacted]Company Contact Email:   [redacted]Consumer's...

Name:   [redacted]Revdex.com Staff Member (if you know):    [redacted]Complaint Information:    We have had numerous conversations with [redacted]nd had offer to bring her car back in and review with her and her new mechanic what we actually did to her vehicle. She refused to come back to the dealership. We then asked her to go back to her Mechanic and get a quote for the repairs. She stated it was only $30.00 to make the repair to her tail lamp and it's not worth you sending me the check. The issue she cam for originally for the tail lamps were covered under a recall by [redacted] USA. we did perform the recall as per [redacted] guidelines at that time and all the paper work was documented and sent to [redacted]nd she was given a copy. Ms [redacted] refused any offers we had made her and firmly stated she would not come back for us to re-inspect the vehicle.

To whom it may concern,
Overall, the issue with [redacted]. [redacted]’s experience boils down to a lack of communication on our part. We have found that re-chroming wheels takes 4- 8 weeks. The process cannot be accelerated no matter what promise is made by the chrome application company. We had to...

replace the wheel before we could send it out for the chroming process, it was not repairable. The wheel was on back order for several weeks before it finally left for the re-chroming process. The re-chroming took several weeks and the [redacted]s should have been updated every few days. That did not happen and it is completely our fault. The issue with the tire pressure monitor was brought up after the wheel was sent out, and was addressed when the wheel finally returned. In the end, I don’t think the process could have been much quicker. However, the communication with the [redacted]s should have been far more frequent and the call backs much faster. The advisor handling the [redacted]’s issue was new and did not follow up in the manner we require of a Mercedes Benz representative. She has since been moved to another department, where she is thriving, but we sincerely regret the [redacted]s having to endure her struggles while she learned the process of her position. We have learned from the experience, about staffing and process, and have made positive changes to enhance all out client’s experiences here at Mercedes Benz of Fairfield. Our sincere apologies go out to the [redacted]s. I would be more than willing to meet with them any time they like and discuss their situation.
 
[redacted]
[redacted]

Brought my vehicle in on four separate occasions for the same problem...still not resolved. Was left a message by a service advisor "John"... To purchase a vehicle with a bigger engine.... They could not find anything wrong with my vehicle . When in reality this problem stemmed from a case of my vehicle not operating to where it had to be towed to the dealership .

To whom it may concern,
   This issue was a misunderstanding by the client. we only held the vehicle until the 3rd party check cleared. once the check cleared we released. the vehicle. The customer is very happy. the cusotmer stated he was going to retrack this complaint.
 
Thank...

you
 
[redacted]
General Manager

Complaint ID#:    [redacted]Company Name:    [redacted]Company Contact Name:    [redacted]Company Contact Phone:    [redacted]Company Contact Email:   ...

[redacted]Consumer's Name:   [redacted]Revdex.com Staff Member (if you know):    [redacted]Complaint Information:    We have had numerous conversations with [redacted]nd had offer to bring her car back in and review with her and her new mechanic what we actually did to her vehicle. She refused to come back to the dealership. We then asked her to go back to her Mechanic and get a quote for the repairs. She stated it was only $30.00 to make the repair to her tail lamp and it's not worth you sending me the check. The issue she cam for originally for the tail lamps were covered under a recall by [redacted] USA. we did perform the recall as per [redacted] guidelines at that time and all the paper work was documented and sent to [redacted]nd she was given a copy. Ms [redacted] refused any offers we had made her and firmly stated she would not come back for us to re-inspect the vehicle.

FAO - [redacted] Case ID - [redacted]   [redacted]   Good afternoon,   I have tried to call and have emailed also regarding the above case.   I have had over the last few days numerous conversations with [redacted] regarding his service at the store. We have discussed all his...

points and I have agreed to send a letter of apology from our AVP to bring this to a conclusion. I confirmed with [redacted] he was happy this would bring this to an end.   Any questions please do give me a call.   Many thanks.   Garth.   Garth B[redacted] General Manager - Mercedes Benz of Fairfield Penske Automotive Group [redacted]
[redacted]

Dear Sir or Madam:
The repair for the balance shaft gear was done on this vehicle in June of 2013,
approximately 50,000 miles ago. Since then the vehicle has been in for routine
maintenance, and other unrelated concerns. On the most recent visit we
identified some concerns with the vehicle...

and provided recommendations. We
performed the work which was authorized. Some items were not authorized. 
We have offered a significant discount on the work that still needs to be done.
The vehicle is well past warranty with 176,000 miles therefore there will be a
charge associated with those repairs.
 
Thank you
 
[redacted]

Complaint: 1[redacted]
I am rejecting this response because:
According to the mechanic I went to who only works on foreign cars and has been in the business for over 40 years, he stated that the bulb holder that should have been replaced is original. Also, the fact that this dealership is not capable of properly fixing vehicles they also trashed my vehicle which they failed to mention in their response. They will be receiving a lawsuit when my car goes up in flames due to the bulb holder malfunctioning because I know it will with how cheap my car is built. 
Sincerely,
[redacted]

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

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

Complaint: [redacted]
I am rejecting this response because:  Even though the vehicle was out of the time allotted warranty, it was under the mileage warranty (43,500 miles only) and a malfunction of this kind, on a vehicle maintained in accordance with manufacture specifications, is clearly a defective factory part as these types of drive train failures only occur at high mileage (if at all). There was also a recall for the transfer case in prior years so this is not something new to Mercedes.  We had asked for the part # on the transfer case so we could verify it with the effected transfer case part #'s in the service bulletin but was told that they were unable as that would require removing the transmission?  Even with the combined 30% concession, a $3800 + tax repair bill is completely unacceptable.  Mercedes should acknowledge this and perform the repair as per the mileage allowance of the warranty (< 50,000 miles)
Sincerely,
[redacted]

FAO - [redacted] Case ID - [redacted]   [redacted]   Good afternoon,   I have tried to call and have emailed also regarding the above case.   I have had over the last few days numerous conversations with [redacted]...

regarding his service at the store. We have discussed all his points and I have agreed to send a letter of apology from our AVP to bring this to a conclusion. I confirmed with [redacted] he was happy this would bring this to an end.   Any questions please do give me a call.   Many thanks.   Garth.   Garth B[redacted] General Manager - Mercedes Benz of Fairfield Penske Automotive Group [redacted]

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From: [redacted]] Sent: Wednesday, July 06, 2016 2:08 PMTo: Revdex.com <[email protected]>Subject: RE: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint [redacted]
 
The Mercedes dealership contacted me and it appears that they have finally resolved the issue. They took the vehicle back for a few more weeks and now it looks like the squeaking noise is finally gone. Thank you for your assistance.

Review: Vehicle OperationDesired Settlement: Replacement of vehicle with same outfitting

Business

Response:

Good Afternoon [redacted], I am responding to the complaint made by Mr. [redacted] in regards to his Sprinter van. His van is currently here and has been repaired. He has been notified that it has been completed. He has also been notified that Mercedes-Benz is in the process of buying his vehicle back and getting him a new one. They have been in negotiations the past 2 weeks. Mercedes-Benz is trying to locate him the same vehicle. Mr. [redacted] is aware that Mercedes-Benz is buying his vehicle back and his current vehicle is repaired. Sincerley, Gene C[redacted] Service Director Mercedes-Benz of Fairfield ###-###-#### [redacted]

Review: 2008 Mercedes purchased in Dec 2007 with currently only 43,000 miles needs to have the transfer case replaced. Originally quoted at $5,234 + Tax, after submitting to Mercedes USA was reduced to $3,800 +Tax, still not acceptable This type of repair should not have happened to a car with only 43,000 miles. This is a manufacture defect as the vehicle has been maintained according to maunfacture specifications.Desired Settlement: Mercedes should acknowledge that this is a part defect and replace transfer case for no charge.

Business

Response:

Dear [redacted]:

We are in receipt of your Revdex.com complaint reference ID [redacted], which you

received from [redacted].

Review: In June, I purchased a [redacted] from Mercedes Benz of Fairfield. Initially, the license plates from the trade-in were supposed to be transferred to the new car, however the dealership apparently had an issue with the [redacted] and issued new plates. I did not receive the new plates until 4 weeks after I purchased the car.However, the dealership neglected to send the original plates back to me more than a month after I purchased the car. In fact, when I called them to inquire why I haven't received them because my insurance agency was asking me to take the old car off of my policy, they still hadn't sent them, even though I had received the new plates from the DMV that day. Clearly, there was time for them to send me my old plates in the time that the [redacted] issued the new plates and registration. Because of their delay in returning the plates to me, my insurance company charged me an additional premium for the 3rd car on my policy (my current car, the new one and the trade-in which was not taken off.)I spoke with the dealership regarding this charge, and they have refused to pay, because they don't believe they are at fault. However, as they were the ones managing the documentation and made all errors, they are clearly at fault and should be held accountable.Desired Settlement: I would like the dealership to pay the entirety of the additional insurance cost ($175) as it was due to issues on their end, not mine, that lead to their occurrence. As the handling of documentation and registration is supposed to be in their realm of expertise, they should own this mistake and rectify it accordingly.

Business

Response:

[redacted],

After reviewing the informtation. Mercedes-Benz of Fairfield did transfer the clients plates from clients trade in onto their new vehixle. We were under the inpression that the registration on the trade in was just in the wifes name. Come to find out the registration was in both names. The state of [redacted] would not let us register the vehilce with the transfer plate. Due to the fact the new vehicle was only registered in the wifes name. We corrected the situtation and mailed a check to the client in the amount of $175.00

thank you

Generla Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I brought my vehicle to this dealership for an oil change. They called me and said I needed bearings. I picked it up after paying more than triple the price and it was returned to me with an oil leak. after I called them back again stating yet another problem with an issue that was not present before the oil change they again began to charge me for another repair again more than triple the ampunt. The vehicle had a complete service inspection the first time and these problems happened after the intial inspection where problems were not found. This company keeps overcharging and every time I get my vehicle back there is yet another problem that was not present.presently it is still leaking oil after repairs being supposedly done. All this started with just a simple oil change. Now I have put into this vehicle over $20,000.Desired Settlement: at least half of my money back.

Business

Response:

Dear Sir or Madam:

The repair for the balance shaft gear was done on this vehicle in June of 2013,

approximately 50,000 miles ago. Since then the vehicle has been in for routine

maintenance, and other unrelated concerns. On the most recent visit we

identified some concerns with the vehicle and provided recommendations. We

performed the work which was authorized. Some items were not authorized.

We have offered a significant discount on the work that still needs to be done.

The vehicle is well past warranty with 176,000 miles therefore there will be a

charge associated with those repairs.

Thank you

Brought my vehicle in on four separate occasions for the same problem...still not resolved. Was left a message by a service advisor "John"... To purchase a vehicle with a bigger engine.... They could not find anything wrong with my vehicle . When in reality this problem stemmed from a case of my vehicle not operating to where it had to be towed to the dealership .

Review: The salesman ( [redacted] ) that I dealt with was amazing, very professional and helpful. He made the the experience pleasant. However, after signing on the dotted line I was given a huge surprise. I must wait 10 business days to take delivery of the vehicle because, I had financed with the [redacted] check program. [redacted] has stated it is 2-3 business days maximum before the dealer gets the funds. In fact the dealer may call [redacted] to confirm funds available and deposited. The ** at [redacted], explained to me thru the poor salesman, that they don't care, I have to wait the 10 days. They claim the reason is, [redacted] can take the funds back. Having been in banking for 10 years, I know this is not possible. The simple fact is I will be making my first car payment before taking delivery of the car. I have contacted an attorney in the meantime to find out what laws may have been broken in the situation.Desired Settlement: Release the vehicle

Business

Response:

To whom it may concern,

This issue was a misunderstanding by the client. we only held the vehicle until the 3rd party check cleared. once the check cleared we released. the vehicle. The customer is very happy. the cusotmer stated he was going to retrack this complaint.

Thank you

General Manager

Review: I went to this dealership on a one way ticket the other day from over 4 hours away with a check in hand to purchase a 2011 GMC Yukon XL Denali vehicle. I had multiple issues dealing with them prior to going and was not sent all the pictures of the "problems". I was then sent the Purchase order from the finance manager that all seemed normal but then I received the same Purchase order but this time it was in an email from my salesman that was hand written and saying that I would get no warranty at all and the car was going to be sold to me "AS IS" Lets keep in mind that this is a 2011 vehicle with only 20K miles on it. After traveling this long distance and seeing the vehicle I would say that anyone with any common sense would clearly see that this vehicle has some type of SEVERE DAMAGE that looks like it's from water. I have several pictures showing how bad it is. I can't believe that this vehicle could possibly pass an inspection with how badly it is rusted out on the under carriage and on every possible component under the hood. The picture that is shown on the website for this picture is very deceiving. I feel like I was taken advantage of and duped into trying to sell me this car. Very unethical! The corrosion on this vehicle runs on the undercarriage and chassis from the very front to the very back of the vehicle. The rust is also on every possible metal component under the hood all the way up to the top. There is also rust under the steering column inside the vehicle. In addition the balancing weights that are on the rims of the tires also rusted out. The chrome from the rims is all peeling off. Also the passenger side rear wheel shows a good normal tire with a non rusted weight on their website and that particular tire when I was at the dealership has NO WEIGHT on it at all proving that that unless they have some crazy story for this the picture they have posted on the internet is not the vehicle I looked at on their lot! A Dealership that operates like this should be shut down

Product_Or_Service: 2011 GMC Yukon XL Denali

Desired Settlement: DesiredSettlementID: Other (requires explanation)

At this point based on how this dealership operates I feel that the attorney general in CT needs to know about this incident. They would not give me an actual state inspection which is a joke. I asked for this 5 times! I've reached out to the corporate office (Penske) and am awaiting their call back. AT THIS POINT I'M SO IRATE I HAVEN'T DECIDED WHAT POTENTIAL SOLUTION IF ANY WOULD SUFFICE!

Business

Response:

Business Response /* (1000, 8, 2013/07/31) */

Contact Name and Title: [redacted], GM

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@penskeautomotive.com

We have resolved this matter with Mr. [redacted]. Although we disagree with his assessment of the condition of the vehicle, we have given him finanical compensation to pursue another like vehicle from another dealer. He agreed to the offer and this case is closed.

Consumer Response /* (2110, 10, 2013/08/02) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

I have accepted their offer of compensation ONLY because I'm done wasting my time with this unethical company. They offered my a partial settlement and I've accepted it. Although they didn't technically compensate me to the extent that they should have. I just hope to god that they don't sell that car to someone else that has a family as I don't believe it is safe. Someone should look into it.