Mercedes-Benz of Laguna Niguel

Good morning, although the B-Service is a comprehensive service, it does not include function testing the Bluetooth or Auxiliary audio system, in fact we ask our employees to turn the audio system off while in our careWe have replaced a battery $in the past (7-14-15) no charge to the client because the battery failed while we were performing a courtesy car washAgain not something we could have caused but we took care of that repair out of GoodwillIf the client would like the Bluetooth and Auxiliary system checked there is a $charge, if the repair is made I will extend a 10% discount towards the repair.Sincerely,C [redacted] Service and Parts Director Mercedes Benz of Laguna NIguel

Mr [redacted] is correct, I apologizeWe diagnosed his battery as failed in March, the client declined the replacement there was no charge for that diagnosisthe battery died on the customer in July and our roadside went to check the car out and again determined the battery was needing replacement againThe client brought the car back into the dealership we did not charge the labor for installing the battery however he did pay for the batteryOffer still stands, 10% off the repair once the problem is diagnosed.C [redacted]

Revdex.com: 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 spoke with [redacted] at Mercedes-Benz USA [redacted] and she confirmed that the dealer should be resetting the oil change light after an oil change service is completed Mercedes Benz of Laguna Niguel told me I would get an oil change and have the light reset when I went in for my service Instead they are providing me with instructions on how to reset the light on my own; which is not what I paid for Regards, [redacted] ***

Revdex.com: 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.this situation has not been resolvedThat is the sole reason I turned to the Revdex.com for helpthere is no reasoning with this companyplease reconsider my request for helpThey stole our money through trickery Regards, [redacted]

Good morning,Mrs*** brought her car in for repairs on 4-4-16, repairs were performed per Mercedes Benz work instructions and the car was pickedThe repairs were complete 4-5-Mercedes Benz of Laguna Niguel supplied the client with loan car during the repairs.Sincerely,***
***Service and Parts Director949-347-

Good afternoon,When the vehicle in question was dropped of at our service drive *** *** was not present her son *** was*** was told was service was due and signed the original estimate of $Once it was determined the car needed brakes *** was called and authorized front brake
pad replacement for $additional at 10:on 10-2-At 4:10-2-*** came in to pick the car up paid, signed the paperwork and left, Once the car was gone Our Service Manager received a call from ***.If you have any questions please call me @ *** ***Parts and Service Director Mercedes Benz of Laguna Niguel***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The response from the business was simply a copy of the email they sent to me that originated my complaintThey offer no resolution and are still refusing to honor the terms of our contract which includdd free car washes for the life of my vehicle.]
Regards,
*** **n

Tell us why here...The repair in question was completed 10-10-16, We were able to get the majority of the repair cost covered by the after market extended warranty they purchased in TexasUnfortunately we do not normally do business with this company and they do not pay our labor rate they won't
pay the price for parts etcand they have a $deductible on top of thatIf you have any further questions please contact me.*** ***Parts and Service DirectorMercedes Benz of Laguna Niguel

Revdex.com:I have a proof that I paid for that battery and they have not done any courtesy for me. I am not sure why they are saying that. Also it is totally different matter.
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.
 
Regards,
[redacted]

Mr. [redacted] is correct, I apologize. We diagnosed his battery as failed in March, the client declined the replacement there was no charge for that diagnosis. the battery died on the customer in July and our roadside went to check the car out and again determined the battery was needing replacement again. The client brought the car back into the dealership we did not charge the labor for installing the battery however he did pay for the battery. Offer still stands, 10% off the repair once the problem is diagnosed.C[redacted]

This is an update to a complaint that was closed. Not sure why? I went through the "buyback" process through [redacted] Benz corp out of NJ. After 3 weeks of being tossed around from department to department I was assigned a case manager who also did the run around with Me. I have spent more then 40...

hours on the phone with [redacted] financial, [redacted], and [redacted] Corp. And finally received a resolution and that was "we can't help you nor can we locate the brand new 15 c300" My disappointment through this process had been tough to handle. They treat you like family when you are buying the car, but when there is a problem there is no one who will take any responsibility nor offer any real assistance. Even the CFO has sent me unprofessional emails and I have been directly threatened by Employees of this dealership. So now I have no car, zero help from any of the departments all the way to the top. And my possessions and car are gone. I would recommend strongly that you take my review seriously as this was my exact experience. There is so much more to tell. I am seeing a buy-back of a car that blew up after 1800 miles. The car was then towed back end of July, and now [redacted] denied my Buy-back request and I have no car, and they are going to auction the car off now.

Revdex.com:
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.this situation has not been resolved. That is the sole reason I turned to the Revdex.com for help. there is no reasoning with this company. please reconsider my request for help. They stole our money through trickery.
Regards,
[redacted]

Due to the high demand on our Complimentary Car Wash, and in an effort to accommodate as many clients as possible, we have made some changes to our policy. We can no longer accept the following vehicles for a Complimentary Car Wash. 1. Sprinter vans with Dually rear axles, RV upfits or...

accessories mounted to the front. rear or roof of the vehicle. 2. Vehicles deemed unfit for the mechanical car wash due to age, condition, or modifications. These vehicles are excluded in the interest of not damaging the vehicle or the car wash system.[redacted]Parts and Service Director Mercedes Benz of Laguna Niguel

On February 17th 2015 Mr. [redacted] brought in his
2011 Sprinter Van to have the rear heater, cover for the washer tank, and order
new complete key.
Please open attachments there you will find the invoice RO #
[redacted] with a preliminary estimate of $452.00, witch Mr. [redacted] authorized...

by
singing at the button of the work order, and went on his way with a Mercedes-Benz
C300 loaner car…
Later that day at 3:05pm Service Advisor ([redacted]) called
Mr. [redacted] to update him on the finding of his Sprinter, witch there was a
read differential leaking, and both engine belt need to be replaced due to age
( recommended replacement every 2 years ), and a noise from exhaust hanger. [redacted]
approved all additional repairs for a grand total of $1,443.00, in regards to
the original reasons the Mr. [redacted] brought the Sprinter, there was no
problem found with the rear heater, and there was no charge in testing/diagnosing
this concern. The fastener for the washer container was replaced and key order
and will take a few days to receive. Once the key arrived (2 days later) the key
programed to the Sprinter.
During the pick up on February 20th 2015 [redacted]
[redacted] asked to show him how the rear heater worked, we were not able to operate
the rear heater, we asked [redacted] if he could leave the unit there, and have it
re-checked in the morning. The reason we were not able to operate the system,
was due to outside temperature not meeting the proper setting (please open 2nd
attachment which shows the instructions on how to operate the rear heater). We called
[redacted] at 8:00am the next morning to inform him that the rear heater was in fact working
(we used the Mercedes-Benz computer to override the outside temperature)…
We did everything we could to make [redacted] visit here
at Mercedes-Benz of Laguna Niguel best as possible…
And feel that there is nothing owned…
 
[redacted]               
Service Manager
Mercedes-Benz of Laguna Niguel

Due to the high demand on our Complimentary Car Wash, and in an effort to accommodate as many clients as possible, we have made some changes to our policy. We can no longer accept the following vehicles for a Complimentary Car Wash. 1. Sprinter vans with Dually rear axles, RV upfits or...

accessories mounted to the front. rear or roof of the vehicle. 2. Vehicles deemed unfit for the mechanical car wash due to age, condition, or modifications. These vehicles are excluded in the interest of not damaging the vehicle or the car wash system. [redacted] Parts and Service Director Mercedes Benz of Laguna Niguel

Good morning, although the B-Service is a comprehensive service, it does not include function testing the Bluetooth or Auxiliary audio system, in fact we ask our employees to turn the audio system off while in our care. We have replaced a battery $248.00 in the past (7-14-15) no charge to...

the client because the battery failed while we were performing a courtesy car wash. Again not something we could have caused but we took care of that repair out of Goodwill. If the client would like the Bluetooth and Auxiliary system checked there is a $173.00 charge, if the repair is made I will extend a 10% discount towards the repair.Sincerely,C[redacted]Service and Parts Director Mercedes Benz of Laguna NIguel

Dear [redacted],I have explained to Mr. Perez per Mercedes Benz policy we are not allowed to reset his maintenance light unless he authorizes and we complete the full maintenance his car is calling for. Mr. [redacted] declined that maintenance instead requested an Oil and filter change only.I did...

explain to him the directions for resetting the Maintenance light are in his owners manual and that the process is very simple if he would like to do it himself.Thank you,[redacted]Service and Parts Director Mercedes Benz of Laguna Niguel[redacted]

Revdex.com:
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 spoke with [redacted] at Mercedes-Benz USA [redacted] and she confirmed that the dealer should be resetting the oil change light after an oil change service is completed.  Mercedes Benz of Laguna Niguel told me I would get an oil change and have the light reset when I went in for my service.  Instead they are providing me with instructions on how to reset the light on my own; which is not what I paid for.
Regards,
[redacted]