Mercedes-Benz of Hoffman Estates

on 3/19/2020, I purchased a 2019 certified pre owned mercedes benz 350e from *** Mercedes Benz dealership in Hoffman Estates, Il. Upon looking at the ***, I noticed that the vehicle was only kept for 6 months and was told that the owner traded it in on a bigger vehicle. (Later I was told it was a lease.)

I was told the Mercedes was RIGOROUSLY tested and inspected, that was the cost of the certification.
I took the vehicle home and when I started the car after work on Sunday morning, 3/29/2020, the check engine light was on. The car is an electric hybrid car and the battery was no longer showing a full charge either. I am an ICU nurse who had several more shifts to work before I was able to contact the dealership. I contacted the dealership on tuesday 3/31/2020, and an appointment was made for me to bring my car in for service the following day. I took my car to the Mercedes dealership on 4/1/2020 and was told it would be ready the following day. When I turned the car off to fill out the loaner information, I was told that when they restarted the car the check engine light was no longer on despite it being on CONSTANTLY for 3.5 days for me. I took the loaner car and returned home, which is an hour away from the dealership. The next day, on 4/2/2020, I received a phone call from the dealership saying my car was fixed and that I could pick it up. I arrived at the dealership on THursday 4/2/2020 at approximately 0445 pm. I wiped my car down with antibacterial wipes and immediately looked at the dashboard, the check engine light was off. As soon as I pulled out of the garage and went 10 feet down the lot, (DID NOT EVEN LEAVE THE LOT) the check engine light came on again. I returned the car back to the service dept.
I returned on friday 4/3/2020, and told them I was no longer interested in keeping car, no interested in trading in on another MB. They told me that I would have to pay a $1000 restocking fee PLUS pay the taxes on the car that I returned.

Complaint: [redacted] I am rejecting this response because; I provided the code to the Service Department that pointed to the pedal The code is generated by the ECU which is programmed by Mercedes to identify parts failures, etc I could have also provided a picture of the code reader if they would have liked Ultimately, I replaced the pedal at a cost of over $out of pocket, and now my car runs perfectly As the owner of four [redacted] , and three Mercedes(E550, C32, SL600) I work on all of my cars and deal with numerous parts suppliers To date, Mercedes is the only company I have dealt with that would not accept a failure and code to verify a replacement part Ultimately, I have nothing to gain by replacing a part that is perfectly good Mercedes will counter saying they cannot trust the code...but ultimately there are numerous accounts on the web of Mercedes chasing problems with parts with their own STAR diagnostic system My request was supported in fact and reasonable and the outcome of my repair supports that diagnosis Mercedes certainly also has a bench testing procedure they could have used In reviewing YELP I see that a lack of satisfaction is not uncommon with Mercedes service Under the process the dealer and Mercedes win both ways....if they tow you in and the part is bad Mercedes pays the dealer for towing and labor, if they point to something else....you have to incur the cost and pay the dealer Any other parts supplier would have accepted the return Again, the car runs perfectly now....so my diagnosis was correct Mercedes policy is in place to discourage returns, I will no longer buy Mercedes vehicles or parts Sincerely, [redacted]

Spoke to customer this morningThe original overnight was called back due to paperwork for another transaction was included in her packetThe check was resent last night for today's delivery FEDX # [redacted] We do apologize for this error and inconvenience it may have caused

Complaint: [redacted] I am rejecting this response because: as of August 15th, check has not been received Sincerely, [redacted]

Good Afternoon,To thoroughly investigate the issue I will need detailed documentation on the service work performed by the other dealership after Motor WerksAt that time I will be able to knowledgeably look at it and determine a reply to the current requestPlease have the information sent to me
directly*** or Marge *** Customer Relations Manager *** * *** ** Barrington, Il 60010. Sincerely,Margie ***Motor Werks Auto Group

Spoke to customer this morning. The original overnight was called back due to paperwork for another transaction was included in her packet. The check was resent last night for today's delivery FEDX # [redacted]. We do apologize for this error and inconvenience it may have caused.

I never was notified of this complaint, due to being removed as the contact per your office. I have investigate this complaint. A check in the amount of $592.89 was refunded by her warranty company and is being sent overnight 8/10 or 8/11 the latest. The associate who was handling this...

in no longer with the company and nothing was being communicated to the customer. The request for cancellation must have been sent in before he left our company. Refunds are sent once of month by the warranty companies in a lump sum with reference to who gets what amount. We then cut a check to the customers based on the information provided by the warranty companies. This usually takes 7-10 business days to process all the refunds.Thank you,[redacted]  [redacted]Customer Relations ManagerMOTOR WERKS AUTO GROUP1475 S Barrington RdBarrington, Il 60010m[redacted]@motorwerks.comT:847-[redacted]-1 D: 224-[redacted]

Standard procedure for a part in a warranty situation would be that the failed part would need to be documented by a dealer. Meaning they would have to find that the part is failing through diagnosis and document to Mercedes Benz USA. Mercedes Benz USA would approve the warranty coverage...

if failure is found.  The entire repair cost would be covered by Mercedes Benz USA, providing the part is the only cause of the fault and the only solution. It would ve the customers responsibility to get he car to the dealership. If it needs to be towed, he would have to call MBUSA roadside assistance for an authorized tow. This tow would also be covered as part of the repair by MBUSA, Basically, the entire parts warranty repair would be at no cost to the customer. The only reason we would present an initial charge of $160 diagnosis is to cover our time in the event that the part is not the cause of this issue. Since we did not originally perform the diagnosis nor repair. There is no way to know without diagnosis if the part that he replaced is even the cause of the failure. If the pedal is the only failure, there will be no charge for the repair or tow providing MBUSA initiates the tow. Since customer did not follow the required warranty procedure set by Mercedes Benz as advised and purchased outside of the dealership. We are denying payment.

Complaint: [redacted]
I am rejecting this response because: as of August 15th, check has not been received.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because; I provided the code to the Service Department that pointed to the pedal.   The code is generated by the ECU which is programmed by Mercedes to identify parts failures, etc.     I could have also provided a picture of the code reader if they would have liked.  Ultimately, I replaced the pedal at a cost of over $185.00 out of pocket, and now my car runs perfectly.   As the owner of four [redacted], and three Mercedes(11 E550, 03 C32, 05 SL600)  I work on all of my cars and deal with numerous parts suppliers.   To date, Mercedes is the only company I have dealt with that would not accept a failure and code to verify a replacement part.   Ultimately, I have nothing to gain by replacing a part that is perfectly good.   Mercedes will counter saying they cannot trust the code...but ultimately there are numerous accounts on the web of Mercedes chasing problems with parts with their own STAR diagnostic system.     My request was supported in fact and reasonable and the outcome of my repair supports that diagnosis.  Mercedes certainly also has a bench testing procedure they could have used.    In reviewing YELP I see that a lack of satisfaction is not uncommon with Mercedes service.   Under the process the dealer and Mercedes win both ways....if they tow you in and the part is bad Mercedes pays the dealer for towing and labor, if they point to something else....you have to incur the cost and pay the dealer.    Any other parts supplier would have accepted the return.    Again, the car runs perfectly now....so my diagnosis was correct.   Mercedes policy is in place to discourage returns, I will no longer buy Mercedes vehicles or parts.  
Sincerely,
[redacted]