Mercedes Benz of Naperville

I scheduled a routine maintenance on my vehicle, after leaving my vehicle the dealership, the service dept called me and recommended I replace the brake pads I followed all of their recommendations, When I picked my car up, my wheel alignment was notably pulling to the right I called to service dept manager, who asked that I bring the vehicle back After bringing the car back, the same issue had not been resolved Mercedes said the issue they caused would be fixed if I purchased new tires and pay for an alignment My tires only has 12k miles on them, and I do not need new tires My experience with this dealership has been mind blowing to say the least I expected so much for from Mercedes They could have at least took accountability for damaging my vehicle or offered an apology Their customer satisfaction is terrible As a woman I feel taken advantage of I did everything right, and ended up with the worst experience ever

Final Consumer Response / [redacted] (450, 6, 2014/03/11) */ Approximately hours after Revdex.com sent the complaint to the business, [redacted] at [redacted] -Benz of Naperville contacted me by email to let me know the [redacted] would be fixed this WednesdayThe problem was the gateway module Business Response / [redacted] (4000, 13, 2014/03/14) */ The [redacted] has been sold as of [redacted] so this is no longer an optionWhen Mrs [redacted] purchased the [redacted] it did come with a limited 60-day warrantyUnfortunately the warranty does not cover the gateway moduleMercedes Benz of Naperville has offered to pick up the entire cost of the repairs for the gateway module that is required at this time which amounts to $This amount includes the $that Mrs [redacted] authorized to pay for initial diagnosis through the VW dealershipThe diagnosis of this concern is more involved, but when repaired, does not make the vehicle unsafe moving forwardThe tires have measured between 4-6/32nds which would not require immediate replacement and does not make the vehicle unsafe to driveThis is the same tread that Mrs [redacted] purchased the vehicle withWe feel that we are being by paying VW the full cost of the repair to Mrs [redacted] vehicle Consumer Response / [redacted] (4200, 15, 2014/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The day limited warranty covers the electrical system, and the gateway module is an electrical computer, so I fail to understand how it's not a covered repair [redacted] told me that part of the repair was covered under the warranty and the other $was paid by MB, which makes no senseWhy would a warranty cover part of the cost of repair, but not the actual part needed for the repair? The part is not excluded under any part of the warranty that we've read Because of the back and forth, I didn't have a vehicle that fit my family's lifestyle for two weeks and both my husband and I had to use paid personal time from our work to either leave early or arrive late because of these exchanges As for the tires, [redacted] has indicated two separate times that they are in need of replacementThere is some disconnect between the dealerships that lead me to believe we're not getting the whole truth, but some version of it in order to cover some shenanigans I will also be making reviews to the various websites MB asked me to when I first purchased this vehicle

Initial Business Response / [redacted] (1000, 8, 2015/03/20) */ Mr [redacted] had cancelled finance products and was waiting for a refundThese products have been cancelled and the refund has gone to the lenderWe have contacted Mr [redacted] and he has been satisfied [redacted] Mercedes Benz of Naperville General Manager mbofnaperville.com [redacted] @autonation.com [redacted] Ave Naperville,IlXXXXX XXX-XXX-XXXX Office XXX-XXX-XXXX Venali Fax

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
Sincerely,
*** ***

These are the chain of events regarding our dealings with Mrs***,
2/- MRS*** SPOKE TO OUR FINANCE DIRECTOR AND WAS NOTIFIED OF 2" DOCUMENTS" FOR PROOF
OF RESIDENCE"
2/- MRS *** EMAILED US A COPY OF UTILITY BILL WITH HER NAME ON IT AND A MORTGAGE BILL FOR HUSBANDI ASKED FOR HER TO EMAIL ME DOCS2/- RECEIVED DOCS BUT MORTGAGE BILL WAS NOT ACCEPTED AS PROOF OF RESIDENCE WE ASKED HER TO SEND ME UTILITY BILL FOR HER HUSBAND
2/- MRS *** EMAILED ME STATING SHE EMAILED BANK STATEMENT WITH MRWANG NAME ON IT
2/- RECEIVED BANK STATEMENT AND EMAILED IT TO *** OUR ACCOUNTING OFFICE
2/- NOTIFIED CUSTOMER THAT I FORWARDED DOCSTO MY OFFICE CLERK
*** NOTIFIED ME THAT DOCS WERE OVER DAYS OLD AND THAT ATC WOULD NOT ACCEPT
NOTIFIED MRS *** FOR AN UPDATED BANK STATEMENT, AND SHE SAID SHE HAD TO GET IT
RECEIVED EMAIL OF NEW STATEMENT
2/- CHECKED STATUS AND SPOKE TO THE TITLE COMPANY DOCS SENT TO INDIANA ON 02/2/- SPOKE WITH MRS *** UPDATED HER ON PROCESS AND IT WILL PROBABLY BE A 2-WEEK TURN AROUND TIME2/- MRS *** WANTS REIMBURSEMENT FOR RENTAL VEHICLE
2/- AFTER FURTHER INVESTIGATION INTO THE CAUSE OF ALL DELAYS WE DETERMINED THAT SOME DELAYS COULD NOT BE AVOIDED. *** *** FINANCE MANAGER, SPOKE WITH MRS*** AND WE AGREED TO PAY FOR WEEKS WORTH OF RENTAL EXPENSE UP TO $MRS*** WAS VERY APPRECIATIVE AND HAS ACCEPTED THIS OFFER.
PLEASE SEE THE EMAIL CHAIN BELOW:
Hi ***
Thank you for your phone callI accept the check of $from your officeBest,
***
Sent from Yahoo Mail for iPhone
On Thursday, February 25, 2016, 17:28, *** *** ***> wrote:
Mrs***,
Thank you for your patience and understandingPer our conversation over the phone, we will reimburse you for rental fees up to $Please reply back accepting this, and I will have my office send you a check for this amount
Again, thank you for your understanding
Regards,
*** ** ***
Customer Financial Services Manager
Mercedes Benz of Naperville
***

Initial Business Response /* (1000, 10, 2015/01/02) */
Contact Name and Title: *** *** - General Mgr
Contact Email: ***@autonation.com
After reading the customer's complaint, there are a few discrepancies
The customer claims we had a dealWe never didThere was no signed
purchase order or bill of saleNo paperwork showing we would sell the car for his priceWhat we did have was what the customer offered to pay for the car on a piece of paper and that offer was never accepted by management because it was too low
I was the one who talked to the customer and told him I needed some time to talk to the General Manager and I would call the customer with an answerThe customer then leftLater, we called the customer and told him we were unable to sell it for the price the customer wanted and our last offer was the best priceWe also told him there was damage- which neither the customer or salesperson sawWe didn't make this up, there really was a broken front grill; it was small but it was thereThe customer never came in to see the car and never came in to talk about the deal after that phone callWe assumed he didn't want the car
*** ***

Initial Business Response /* (1000, 5, 2014/04/14) */
This is a decision that comes directly from Mercedes Benz corporateWe at MB of Naperville do not make these decisions and would direct the customer to call Mercedes Benz customer careThe number to contact them is XXX-XXX-XXXX

Initial Business Response /* (1000, 8, 2015/03/20) */
Mr*** had cancelled finance products and was waiting for a refundThese products have been cancelled and the refund has gone to the lenderWe have contacted Mr*** and he has been satisfied
*** ***
Mercedes Benz
of Naperville
General Manager
mbofnaperville.com
***@autonation.com
*** ** *** Ave
Naperville,IlXXXXX
XXX-XXX-XXXX Office
XXX-XXX-XXXX Venali Fax

Final Consumer Response /* (450, 6, 2014/03/11) */
Approximately 2.5 hours after Revdex.com sent the complaint to the business, [redacted] at [redacted]-Benz of Naperville contacted me by email to let me know the 2009 [redacted] would be fixed this Wednesday. The problem was the gateway module.
Business...

Response /* (4000, 13, 2014/03/14) */
The [redacted] has been sold as of [redacted] so this is no longer an option. When Mrs. [redacted] purchased the [redacted] it did come with a limited 60-day warranty. Unfortunately the warranty does not cover the gateway module. Mercedes Benz of Naperville has offered to pick up the entire cost of the repairs for the gateway module that is required at this time which amounts to $1300. This amount includes the $500 that Mrs. [redacted] authorized to pay for initial diagnosis through the VW dealership. The diagnosis of this concern is more involved, but when repaired, does not make the vehicle unsafe moving forward. The tires have measured between 4-6/32nds which would not require immediate replacement and does not make the vehicle unsafe to drive. This is the same tread that Mrs. [redacted] purchased the vehicle with. We feel that we are being by paying VW the full cost of the repair to Mrs. [redacted] vehicle.
Consumer Response /* (4200, 15, 2014/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The 60 day limited warranty covers the electrical system, and the gateway module is an electrical computer, so I fail to understand how it's not a covered repair. ** told me that part of the repair was covered under the warranty and the other $455 was paid by MB, which makes no sense. Why would a warranty cover part of the cost of repair, but not the actual part needed for the repair? The part is not excluded under any part of the warranty that we've read.
Because of the back and forth, I didn't have a vehicle that fit my family's lifestyle for two weeks and both my husband and I had to use paid personal time from our work to either leave early or arrive late because of these exchanges.
As for the tires, ** has indicated two separate times that they are in need of replacement. There is some disconnect between the dealerships that lead me to believe we're not getting the whole truth, but some version of it in order to cover some shenanigans.
I will also be making reviews to the various websites MB asked me to when I first purchased this vehicle.

I scheduled a routine maintenance on my vehicle, after leaving my vehicle the dealership, the service dept called me and recommended I replace the brake pads. I followed all of their recommendations, When I picked my car up, my wheel alignment was notably pulling to the right. I called to service dept manager, who asked that I bring the vehicle back. After bringing the car back, the same issue had not been resolved. Mercedes said the issue they caused would be fixed if I purchased new tires and pay for an alignment. My tires only has 12k miles on them, and I do not need new tires. My experience with this dealership has been mind blowing to say the least. I expected so much for from Mercedes. They could have at least took accountability for damaging my vehicle or offered an apology. Their customer satisfaction is terrible. As a woman I feel taken advantage of. I did everything right, and ended up with the worst experience ever.

If you buy a car from MB of Naperville IL, do NOT let them get your car tags for you. If they insist on collecting Sales Tax - Walk Away and shop elsewhere. I purchased a car on December 10th, today is January 5th and my temp tag goes out in 4 days: Still no tag, nothing in my state DMV or [redacted] for license process/payment or nothing even started with the cars VIN. They want to blame their third party vendor - my solution: MB of Naperville, demand a credit from your slow [redacted] vendor and cut me a refund check immediately for the $2202 that you collected for Sales Tax, overnight it to me, and I'll go get my car tag. I told them I would pay my own taxes when I got back to my state and they said "No, we really need to collect it". MB Dealership, right, good people right? You didn't return my email today so...
I'm going to call the [redacted] office and discuss the problem with them and hope they are willing to help, since MB of Naperville DID collect Sales Tax, from me, that is supposed to be paid to my state.
This may end up in small claims court, we will see. If I can't drive the car, I will store it for MB of Naperville but, wow, my daily storage rate is really high.
Good dealership for the sale - stayed open late for our arrival, did a really good survey for them to MB survey after the sale. The after support and helping the client is one of the poorest that I have ever witnessed from a MB dealer. Mr Mike [redacted], listed to the left, you need to repair this part of your operation. Will you get me a refund check cut today and overnight to me? That's all I've asked Eric and Tim to do, very simple really. You can even deduct the UPS or [redacted] expense out of it, I'll pay that.

These are the chain of events regarding our dealings with Mrs. [redacted], 2/05 - MRS. [redacted] SPOKE TO OUR FINANCE DIRECTOR AND WAS NOTIFIED OF 2" DOCUMENTS" FOR PROOF OF RESIDENCE"2/06 - MRS [redacted] EMAILED US A COPY OF UTILITY BILL WITH HER NAME ON IT AND A MORTGAGE BILL FOR HUSBAND. I ASKED FOR...

HER TO EMAIL ME DOCS.2/09 - RECEIVED DOCS BUT MORTGAGE BILL WAS NOT ACCEPTED AS PROOF OF RESIDENCE WE ASKED HER TO SEND ME UTILITY BILL FOR HER HUSBAND2/10 - MRS [redacted] EMAILED ME STATING SHE EMAILED BANK STATEMENT WITH MR. WANG NAME ON IT2/15 - RECEIVED BANK STATEMENT AND EMAILED IT TO [redacted] OUR ACCOUNTING OFFICE2/16 - NOTIFIED CUSTOMER THAT I FORWARDED DOCS. TO MY OFFICE CLERK [redacted] NOTIFIED ME THAT DOCS WERE OVER 60 DAYS OLD AND THAT ATC WOULD NOT ACCEPT NOTIFIED MRS [redacted] FOR AN UPDATED BANK STATEMENT, AND SHE SAID SHE HAD TO GET IT RECEIVED EMAIL OF NEW STATEMENT 2/19 - CHECKED STATUS AND SPOKE TO THE TITLE COMPANY DOCS SENT TO INDIANA ON 02/172/22 - SPOKE WITH MRS [redacted] UPDATED HER ON PROCESS AND IT WILL PROBABLY BE A 2-3 WEEK TURN AROUND TIME.2/22 - MRS [redacted] WANTS REIMBURSEMENT FOR RENTAL VEHICLE2/25 - AFTER FURTHER INVESTIGATION INTO THE CAUSE OF ALL DELAYS WE DETERMINED THAT SOME DELAYS COULD NOT BE AVOIDED.  [redacted] FINANCE MANAGER, SPOKE WITH MRS. [redacted] AND WE AGREED TO PAY FOR 2 WEEKS WORTH OF RENTAL EXPENSE UP TO $500.00.MRS. [redacted] WAS VERY APPRECIATIVE AND HAS ACCEPTED THIS OFFER.  PLEASE SEE THE EMAIL CHAIN BELOW:Hi [redacted]Thank you for your phone call. I accept the check of $500 from your office.Best,[redacted] Sent from Yahoo Mail for iPhoneOn Thursday, February 25, 2016, 17:28, [redacted]> wrote:Mrs. [redacted], Thank you for your patience and understanding. Per our conversation over the phone, we will reimburse you for rental fees up to $500.00. Please reply back accepting this, and I will have my office send you a check for this amount. Again, thank you for your understanding . Regards, [redacted]Customer Financial Services ManagerMercedes Benz of Naperville[redacted]

Initial Business Response /* (1000, 10, 2015/01/02) */
Contact Name and Title: [redacted] - General Mgr
Contact Email: [redacted]@autonation.com
After reading the customer's complaint, there are a few discrepancies.
The customer claims we had a deal. We never did. There was no signed purchase...

order or bill of sale. No paperwork showing we would sell the car for his price. What we did have was what the customer offered to pay for the car on a piece of paper and that offer was never accepted by management because it was too low.
I was the one who talked to the customer and told him I needed some time to talk to the General Manager and I would call the customer with an answer. The customer then left. Later, we called the customer and told him we were unable to sell it for the price the customer wanted and our last offer was the best price. We also told him there was damage- which neither the customer or salesperson saw. We didn't make this up, there really was a broken front grill; it was small but it was there. The customer never came in to see the car and never came in to talk about the deal after that phone call. We assumed he didn't want the car.
[redacted]

Initial Business Response /* (1000, 8, 2015/03/20) */
Mr. [redacted] had cancelled finance products and was waiting for a refund. These products have been cancelled and the refund has gone to the lender. We have contacted Mr. [redacted] and he has been satisfied.


[redacted]
Mercedes Benz of...

Naperville
General Manager
mbofnaperville.com
[redacted]@autonation.com
[redacted] Ave.
Naperville,Il. XXXXX
XXX-XXX-XXXX Office
XXX-XXX-XXXX Venali Fax