Mercedes-Benz of New Rochelle

Mercedes Benz of New Rochelle (Dealer) found vehicle needs new turbo and engine repairs and requested warranty assistance from Mercedes Benz USA(Manufacture)After reviewing vehicle history and sending a Mercedes Benz field technical engineer to inspect the vehicle and retrieve all computer data, Mercedes (Manufacture) has concluded that the engine damage was a result of the oil/maintenance service performed improperly by customer's outside (Non-Mercedes) Service CenterAt this time Mercedes Benz (Manufacture) has denied warranty coverage on this repairThe total repair estimate is $15,000+tax

Good afternoon - in response to this customers complaint, I have significant information that I am unable to upload to this website that shows that we provided the customer with information on all vehiclesThe pricing that was quoted was based on a month lease with 10,miles on three vehicles that were priced fairly close to each other, but depending on the options that were includedAll three vehicles had all the information needed to make a decisionThe customers initial contact was to our BDC area in which the sales rep contacted the customer as 12:48pm on Oct *** The customer replied at 12:55pm on same day requesting lease quotes on all white Loaner Car vehicles that he provided a link for us to referenceThis was provided to the customer on at 2:44pmThe customer replied back at 2:54pm saying that the pricing was the highest he has seen, can the sales person do any better, if not, he appreciated his time and assistanceThere was further pricing correspondence on the vehicles throughout the day on October [redacted] with additional information provided on the vehicles and optionsThe next correspondences didn't occur until October [redacted] in which the sales person sent an email to the customer notifying him that one of the vehicles they were working on was sold (vehicle sold on 10/ [redacted] with documented customer information and transactions)Customer did not have any deposit in house since they were still negotiating pricingAnother sales person ended up selling the car on The customer then requested the best pricing on the other two vehicles (more equipment)The sales person provided the best pricing on the two other vehicles around 3:26pm on the same dayAt 4:06pm the sales rep provided additional pricing on the other two vehicles and at 4:37PM the customer replied stating that either we give him the price of the vehicle that was sold at $442/mo OR e was going to call the Revdex.com, stating that this was a bait and switchWe advised the customer that the other two vehicles that he was working on were at the best prices possible on those two vehiclesI have all the correspondences and all the information to support the transaction on the vehicle that was sold during the price negotiationsWe are an extremely reputable dealership and have full transparency in our numbersThe vehicle sold while the customer was haggling with pricing via emailI will be happy to provide any further information you may need.Thank you!Joe G [redacted] GM

To whom it may concern: I am in receipt of your request to provide information regarding the customer (*** * ***) complaintI reviewed her concerns with my service director and he stated that this customer had an issue with her car (transfer case was leaking) which was paid for by
her aftermarket warranty company ($1,373)The vehicle was repaired and she was contacted to come pick up the vehicleWhen she arrived we found damage to our loaner car ($926.61), which we advised her of and told her we would provide her estimate to herThe service director has left multiple messages for her with no call back as of yet. Additionally, she opted to give us a poor write up on social media as well as a bad service surveyIt is our responsibility to advise the customer of all available services that the car may need and their decision to accept the repairs or notWe are not authorized to perform repairs without the customers consent and will not perform them unless authorized If you need any further information, please feel free to contact me at the below numbers / email.Thank you!Joe G***O: 914-275-4012C: 201-572-6139E: jg***@mbnewrochelle.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 My Vehicle was towed from the Pelham Bay car wash and quick lube location to Mercedes Dealer for the REASON  of the broken piece that broke during a oil change ,  I BROUGHT  it to the service departments attention of what accrued and the missing piece and my car was there for four days and then they released it to me and was supposed to have been resolved and repaired until two months later that the engine ceased, they did not do the proper work to have avoided this situation , Mercedes is not taking any responsibility for the negligence of there mechanics who worked on the car and did not performed the proper work to avoid this engine failure. This is the result of that situation and they need to replace my vehicle or fix it at there cost..They also should notify there insurance company for there mechanics negligence and have this vehicle repaired!!!some one needs to deeply look into this dealership because they are a big SCAM and wont take any responsibility... 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

There was nothing leaking under my car.  There was no indication of such at anytime. After looking at my bill it claims that "customer states there oil leaking under car" NEVER SAID THAT - it was their statement. By the person who spoke to me on the phone (Omar) and no one has called me to date in reference to the loaner being damaged.  Its the first time seeing that info on the website of the Revdex.com.  The last msg I recd was on Aug *, 2016 in response to my survey.  I don't recallgoing to social media regarding my issue.  I know I made several attempts with emailing the establishment but only one went through on July **, 2016.  Then they sent me a survey so I placed my complaint there.  Therefore, the response from thedealership is inaccurate. I need a credit of some amount issued for this service.  Also, I believe my last visit to the establishment in 2015 I prepaid for oil changes - I believe I was charged for those also.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Please
be advised that the Mercedes Benz the manufacture has declined warranty
assistance do to the outside shop miss-service, it is not the
dealership making this decision.

Mercedes Benz of New Rochelle (Dealer) found vehicle needs new turbo and engine repairs and requested warranty assistance from Mercedes Benz USA(Manufacture). After reviewing vehicle history and sending a Mercedes Benz field technical engineer to inspect the vehicle and retrieve all computer data,...

Mercedes (Manufacture) has concluded that the engine damage was a result of the oil/maintenance service performed improperly by customer's outside (Non-Mercedes) Service Center. At this time Mercedes Benz (Manufacture) has denied warranty coverage on this repair. The total repair estimate is $15,000+tax

Good afternoon - attached is the repair order showing the repairs done to [redacted] vehicle along with notes of her verbal approval to perform the work. We perform a free multi-point inspection on all vehicles to insure there are no safety related issues with the vehicle. We also have authorization from [redacted] insurance company which is in the notes as well to perform the work. [redacted] was advised that there was fluid leaking from her car which is directly related to the approvals. Additionally, I am providing a vehicle history that shows that [redacted] service was covered under her Pre-Paid Maintenance coverage so there was no charge to her which was also explained to her. During her pick up of the vehicle, our Service Director Tony P[redacted] personally met with [redacted] to advise her of the loaner car damage and said we would get an estimate to her after as soon as the estimate was performed. Tony personally left numerous messages for [redacted] with no return phone calls to date. So to summarize, we performed all repairs on [redacted] car along with her approval and the insurance company approvals, otherwise we would have never performed the work. The insurance company paid $1,373 towards the bill of $3,492.61 leaving a balance of $2,119.61 which as paid by [redacted] who is now disputing the claim.  [redacted] vehicle is repaired and the monies she is seeking to be credited back to her is not justified or appropriate as it was for payment of work performed and approved. This should clear up all questions on the complaint and resolve the complaint.Thank youJoe G[redacted]

Good afternoon - in response to this customers complaint, I have significant information that I am unable to upload to this website that shows that we provided the customer with information on all vehicles. The pricing that was quoted was based on a 36 month lease with 10,000 miles on three vehicles...

that were priced fairly close to each other, but depending on the options that were included. All three vehicles had all the information needed to make a decision. The customers initial contact was to our BDC area in which the sales rep contacted the customer as 12:48pm on Oct [redacted].  The customer replied at 12:55pm on same day requesting lease quotes on all 3 white Loaner Car vehicles that he provided a link for us to reference. This was provided to the customer on 10/**/16 at 2:44pm. The customer replied back at 2:54pm saying that the pricing was the highest he has seen, can the sales person do any better, if not, he appreciated his time and assistance. There was further pricing correspondence on the vehicles throughout the day on October [redacted] with additional information provided on the vehicles and options. The next correspondences didn't occur until October [redacted] in which the sales person sent an email to the customer notifying him that one of the vehicles they were working on was sold (vehicle sold on 10/** with documented customer information and transactions). Customer did not have any deposit in house since they were still negotiating pricing. Another sales person ended up selling the car on The customer then requested the best pricing on the other two vehicles (more equipment). The sales person provided the best pricing on the two other vehicles around 3:26pm on the same day. At 4:06pm the sales rep provided additional pricing on the other two vehicles and at 4:37PM the customer replied stating that either we give him the price of the vehicle that was sold at $442/mo OR e was going to call the Revdex.com, stating that this was a bait and switch. We advised the customer that the other two vehicles that he was working on were at the best prices possible on those two vehicles. I have all the correspondences and all the information to support the transaction on the vehicle that was sold during the price negotiations. We are an extremely reputable dealership and have full transparency in our numbers. The vehicle sold while the customer was haggling with pricing via email. I will be happy to provide any further information you may need.Thank you!Joe G[redacted]GM