Mercedes Benz of Ontario

I am not satisfied with your response as of 05/12/because the out of pocket cost of the damage is more than MBO offered to cover for repairsI understand that MBO has a contract with CC Caliber Collision for repairs and pays $"Per"Type of IncidentHowever, I believe in this instance the damages were committed by a MBO personnel with malicious intentDamages to my car include scratches to my paint and very deep grooves that will not buff outAnd as you know, significant value is lost when cars are repaintedPlease see the attached estimate of $to repair the damages to the exterior of my carFurthermore I request MBO honor the recommendation of their service employee, Desire [redacted] y, to remove and replace a lug nut on my rear left tire, damaged during a recent visit and acknowledged by Ms [redacted] yPlease also honor your extended wheel tire warrantyA repair to my front left rim was not repaired to my satisfactionIt remains spotted although Geraldo Corona told me it would be fixedIn addition, my front driver's side headlight was repaired for fog, but it is still foggy and needs warranty covered repairsPlease confer with head manager [redacted] for details We seem to differ on details, but the facts remain the sameI have detailed police reports to prove them.Please remit $to me to [redacted] ***to resolve this matter Please contact me with any questions or should you need more information [redacted]

To whom it may concern,Caliber collison will repair the vehicle according to the estimate they provided and the dealership will pay them directly The damage was not noted at the time of pick up and it was brought back close to two hours later Any malicious activity could have occurred outside of the dealership nor did our investigation provide any proof that this occurred at the dealership Regardless we offered to stand behind the issue.Our contact at Caliber stated that after they buffed the scratch on thevehicle a comment was made by Mr [redacted] that the damage was barely noticeable at that point and that he would have to think about having it repaired He then requested for the dealership to forward a check to him for the full amount the retail estimate A formal response was sent to him reiterating that we are willing to pay Caliber directly or a shop of his choosing for up to $ This offer currently still stands and If he wants the vehicle repaired I encourage him to take us up on this offer.In regards to the additional items they are just now being requested nor were they discussed when I spoke to him Any remaining warranty items can and will be addressed at another location Unfortunately Mr [redacted] 's aggressive, abusive and physical behavior towards our employees has put us in this position and I have a responsibility to protect the welfare of our employees Our employees have suffered damages due to Mr [redacted] 's unprofessional conduct This has been formally documented and verified by the Ontario police department I have forwarded the complete file to our legal department and should this issue escalate further they will be taking over correspondence.Respectfully, [redacted] General Manager

Thank you for the opportunity to review and reply to the above referenced customer complaint filed with your organizationI have thoroughly investigated this matter and the following will serve as the formal reply on behalf of Mercedes-Benz of Ontario, ( MBO)Unfortunately this customer has on more than one previous visit to the dealership exhibited abusive behavior towards MBO personnelOn the most recent visit which is the basis for the customer's current complaint, the customer picked up the vehicle left the dealership premises and then returned approximately hours later and claimed that the dealership personnel had caused a scratch to the vehicleThe customer became verbally abusive to our staff at which time the service manager became involved advised the customer that the dealership would accept responsibility for this scratch and explained the process by which the claimed scratch to the customer's car would be addressedThe customer continued exhibiting verbally abusive behavior and inappropriate languageAdditionally the customer made physical contact with the service managerAt this point the local police were called and law enforcement instructed the customer to leave the dealership premises and not to returnFollowing this incident a letter was mailed to the customer to advise the customer to take the vehicle to a body shop of the customer's choice to repair the scratch to the vehicleThe dealership informed the customer in that letter that it would reimburse the customer up to the sum of $to repair the scratchThe customer was also advised in that correspondence not to return to the dealershipAdditionally, I have personally contacted the customer by telephone and discussed this matterDuring this call the customer was again informed that the dealership would pay up to $in reimbursement for actual repairs made to fix the scratch at a body shop of the customer's choiceThe customer was again advised not return to the dealership or make contact with anyone at the dealership but meConsidering the past conduct of the customer we believe this is the most reasonable and fair resolution concerning this matterRespectfully, Mercedes-Benz of Ontario

I am not satisfied with your  response as of 05/12/2017 because the out of pocket cost of the damage is more than MBO offered to cover for repairs. I understand that MBO has a contract with CC Caliber Collision for repairs and pays $500 "Per"Type of Incident. However, I believe in this instance the damages were committed  by a MBO personnel with malicious intent. Damages to my car include scratches to my paint and very deep grooves that will not buff out. And as you know, significant value is lost when cars are repainted. Please see the attached estimate of $1214.82 to repair the damages to the exterior of my car. Furthermore I request MBO honor the recommendation of their service employee, Desire [redacted]y, to remove and replace  a lug nut  on my rear left tire, damaged during a recent visit and acknowledged by Ms [redacted]y. Please also honor your extended wheel tire warranty. A repair to my front left rim was not repaired to my satisfaction. It remains spotted although Geraldo Corona told me it would be fixed. In addition, my front driver's side headlight was repaired for fog, but it is still foggy and needs warranty covered repairs. Please confer with head manager [redacted] for details.  We seem to differ on details, but the facts remain the same. I have detailed police reports to prove them.Please remit $1214.83 to me to [redacted]6 to resolve this matter . Please contact me with any questions or should you need more information. [redacted]

Thank you for the opportunity to review and reply to the above referenced customer complaint filed with your organization. I have thoroughly investigated this matter and the following will serve as the formal reply on behalf of Mercedes-Benz of Ontario, ( MBO). Unfortunately this customer has...

on more than one previous visit to the dealership exhibited abusive behavior towards MBO personnel. On the most recent visit which is the basis for the customer's current complaint, the customer picked up the vehicle left the dealership premises and then returned approximately 2 hours later and claimed that the dealership personnel had caused a scratch to the vehicle. The customer became verbally abusive to our staff at which time the service manager became involved advised the customer that the dealership would accept responsibility for this scratch and explained the process by which the claimed scratch to the customer's car would be addressed. The customer continued exhibiting verbally abusive behavior and inappropriate language. Additionally the customer made physical contact with the service manager. At this point the local police were called and law enforcement instructed the customer to leave the dealership premises and not to return. Following this incident a letter was mailed to the customer to advise the customer to take the vehicle to a body shop of the customer's choice to repair the scratch to the vehicle. The dealership informed the customer in that letter that it would reimburse the customer up to the sum of $500.00 to repair the scratch. The customer was also advised in that correspondence not to return to the dealership. Additionally, I have personally contacted the customer by telephone and discussed this matter. During this call the customer was again informed that the dealership would pay up to $500.00 in reimbursement for actual repairs made to fix the scratch at a body shop of the customer's choice. The customer was again advised not return to the dealership or make contact with anyone at the dealership but me. Considering the past conduct of the customer we believe this is the most reasonable and fair resolution concerning this matter. Respectfully, Mercedes-Benz of Ontario

To whom it may concern,Caliber collison will repair the vehicle according to the estimate they provided and the dealership will pay them directly.  The damage was not noted at the time of pick up and it was brought back close to two hours later.  Any malicious activity could have occurred outside of the dealership nor did our investigation provide any proof that this occurred at the dealership.  Regardless we offered to stand behind the issue.Our contact at Caliber stated that after they buffed the scratch on thevehicle a comment was made by Mr. [redacted] that the damage was barely noticeable at that point and that he would have to think about having it repaired.  He then requested for the dealership to forward a check to him for the full amount the retail estimate.  A formal response was sent to him reiterating that we are willing to pay Caliber directly or a shop of his choosing for up to $500.  This offer currently still stands and If he wants the vehicle repaired I encourage him to take us up on this offer.In regards to the additional items they are just now being requested nor were they discussed when I spoke to him.  Any remaining warranty items can and will be addressed at another location.  Unfortunately Mr. [redacted]'s aggressive, abusive and physical behavior towards our employees has put us in this position and I have a responsibility to protect the welfare of our employees.  Our employees have suffered damages due to Mr. [redacted]'s unprofessional conduct.  This has been formally documented and verified by the Ontario police department.  I have forwarded the complete file to our legal department and should this issue escalate further they will be taking over correspondence.Respectfully,[redacted]General Manager