Mercedes Benz of Portland

To whom it may concern After reviewing the information and reading the Carfax attachedI do not see anything that would warrant us compensating the customer The vehicle was purchased at the sale price of $17, The Autocheck reports a minor damage but nothing that would impair the resale or value of the BMW ZIt is not uncommon for vehicle to sustain minor damages during its time on the roadThe vehicle integrity is good with no frame damage etc However if Mr[redacted] still has the vehicle I would be more than happy to take 10% off the repair bill he mentioned as a concern I would also welcome Mr[redacted] to bring the vehicle in for a free inspection sincerely Andrew J C [redacted] .....General Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Complaint: [redacted] I am rejecting this response because: as previously stated, although I paid for services/repairs on my vehicle, they were not performedI was promised by the previous service manager, Mark K***, and Mercedes Benz USA that I would be compensated.Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

RE: Complaint # [redacted] for [redacted] Dear [redacted] ,As per MBUSA and Mercedes Benz Finance rules on reimbursement for the prepaid maintenanceproduct, refunds are not provided for any portionHowever, since a MBUSA representative told Mr[redacted] that they would provide him with a refund of $129.66, we will honor that commitment at thedealership level and collect it from MBUSA ourselves.We will now consider the matter closed and Mr [redacted] completely satisfied given that we haveprovided all that he has asked forTherefore please close the case immediately.Thank you,Andrew P [redacted] General Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Re: Complaint # [redacted] for [redacted] To Whom It May Concern: Mr [redacted] purchased his vehicle from us and every time the vehicle comes in after that for service it mysteriously has damageEvery single time we accept responsibility for the repairs, to the tune of thousands of dollars ,but this last time it was impossible for us to have caused what he claims we causedAs a result Mr [redacted] was extremely rude and disrespectful to everyone in the dealership and used loud, foul and aggressively toned language that I will not accept everWe told Mr [redacted] that we would give him $and that he should never come back to have his car serviced here, as we felt it would better for both partiesThis issue is resolved!

I am writing to inform you that we reached out to [redacted] and reached a settlement to her complaintWe apologized for the fact that the advisor did not realize she had a pre-paid maintenance plan and as a result was charged for the service when she should not have beenWe have reimbursed her for the service she paid for and made the necessary changes in the file to reflect the service plan so it will not happen againThank you,

Re: Complaint # [redacted] from [redacted] To Whom It May Concern: This will be the final time we respond to the complaint from Ms [redacted] We have addressed the issueon numerous occasions with her personally and through the Revdex.com complaint process and have nowexhausted our willingness for any type of goodwill Ms [redacted] continues to ignore the facts and instead is relying on information provided her by anindependent shop where she took the work instead of a factory authorized Mercedes-Benz DealerWeare a Mercedes Benz dealership, we use factory parts when we make repairsThese include factoryclampsAll of our fuel filters get new clamps when removed to ensure they don't fail after the filter isreplaced(see attached repair order highlighted on page 3, which was provided to her after the repair).Please let Ms [redacted] know that we are done responding to these complaints and will instead be on thelook- out for future correspondence from her attorney regarding the matterWe are 100% confidentthat we have done nothing wrong and have all the facts to back that up, we even went so far as to offerup some goodwill which was rejected and is now no longer an option.Thank you,Andrew P [redacted] General Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because:
The complaint has not been solved--we were told never to come back to that Mercedes dealer again.Sincerely,*** ***

October 19,
Revdex.comPost Office Box 1000DuPont, WA
Re: ID # *** for *** ***
To Whom It May Concern:
mercedesbenzportland.com
Mr*** recently purchased the Cin question and brought it to us on 9/3/for a prepurchaseinspectionWe completed the
visual inspection and provided the results to Mr*** at thattimeWe did not hear any engine noise at that timeOver the next several weeks he brought the vehicleback to us several times for work noted on the inspection and a CD player concernMr*** wanted tochange the oil on several occasions, but we did not recommend it as the maintenance indication statesthe service was not due for milesOn 9/16/2015, Mr*** insisted that we change the oil in hisvehicleAfter the service was completed, he returned stating there was an engine noise that was notpresent prior the serviceWe listened to his engine and heard a very faint ticking noiseWe asked thatthe vehicle be brought back in on 9/18/for an evaluation of the noise
We evaluated the noise and have determined that the noise is coming from the timing chain adjusterson the left exhaust cam on the vehicleThe noise is very slight as the adjusters are in the early stages offailureWe would need to disassemble the engine to make sure than we don't have further damage, butwe believe this will correct the concernMr*** stated that he felt this noise was caused by negligenceon our part
We could not have caused this failure as there is no way to physically damage these parts unless weremoved the valve cover and intake manifold to access this, an operation that takes hours to completeand could not have happened, nor would there be any reason to do thisMr*** believes we may nothave put oil in his vehicle and caused this damageI explained that had we not put oil in the vehicle, theengine main bearings would have failed first, causing the engine to seizeThe cam adjusters would bethe last components to failWe presented a goodwill offer to Mr*** at this time as he had done somework with us and we would like to retain his businessMercedes-Benz would pay for the cost of thelabor and he would only have to pay for the partsMr*** declined this offer and contacted MercedesBenzfor more assistanceAfter speaking with Mr*** and me, Mercedes-Benz has declined to offer any other assistance.
I spoke to Mr*** and reviewed his request with him againHe was adamant that we should pay for theentire repairAfter careful review and seeing that my offer would not garner any goodwill from Mr***,I have withdrawn my offer of assistance and informed him of this decision.Although Mr*** believes we caused the damage to his engine, the reality of the situation is that thenoise he is hearing and repairs that are needed to correct this noise are not isolated to his vehicle.Mercedes-Benz has technical information to help identify and repair this noise in the MAMG engine.We did nothing to cause this; we simply have an internal mechanical engine failure
Sincerely,
Matt T***Service Manager

We are in receipt of the complaint listed above and will be making the desired settlement to the client for the cost of the oil and oil change at the Audi dealership
*** purchased a lifetime oil contract from Lithia Motors which specifies that for the life of the contract we will use oil filters
specified for the vehicle, not OEM parts In Lifetime oil contract he purchased it states that very clearly However, since he did call in and request the Audi filter and we confirmed it would be one, and it was not, I will reimburse him for the cost
Thank you

Complaint: ***I am rejecting this response because:
The business admits that the Autocheck reported minor damage, but the dealership failed to mention that at the time of purchaseFurthermore, that damage did, in fact, lower the travalue when I brought it to the Toyota dealership to trade in for a new car.Sincerely,*** ***

Re: Complaint #*** from *** *** To Whom It May Concern: We have been in communication with this client regarding the issues she has and are in the process of formally offing a resolutionWe requested a copy of the receipts from the repairs to the vehicle as well as all the travel
receipts, we only received them within the last few daysThe vehicle was brought to us and fixed correctly and any statements, allegations or accusations to the contrary by in independent shop are erroneous and outright falseThe independent shop that "repaired" the vehicle did not actually repair it, all they did was replace the intake manifold servo motor, but the entire intake manifold assembly needs to be replacedWe are proposing the following: MB Portland replace the intake manifold free of charge, necessary to repair car correctly, but in no way our faultNo reimbursement for travel expenses because the issues causing them was not as a result of anything that we did, and had the repairs been performed at an Authorized shop, it would have not been necessaryThis is our offer to settle the matter and we have communicated this to the client and hope that they accept this more than generous offer

I have been told that Mercedes-Benz USA has assigned this vehicle to the Client Assistance Center andtheir authorized buy back processor Stericycle to make arrangements for him to surrender the vehicle.This type of issue is completely outside the responsibility of the dealer and solely the
responsibility ofthe Mercedes-Benz USAAs such any further complaints about the resolution or length of time It istaking, needs to be addressed with Mercedes-Benz USA and not Mercedes-Benz of Portland.Please make sure that *** *** understands that he needs to address all future complaintsaccordingly if he wishes to file more complaints

Re: Complaint #*** with Mr*** ***
To Whom It May Concern:
We have reached an agreement with Mr*** and have replaced the cable in question, thereforethe case should be closed
Thank you,Andrew P***
General Manager

Complaint: ***I am rejecting this response because: it is inaccurateMy complaint was regarding work that I was told was done but in fact was not, leading to further mechanical issues in my carWhen I was on a long trip the car had a worsening problem that I had attempted to resolve in visits to MB of PortlandWhen the car failed, and threatened my life from the danger, I had it towed to the nearest Mercedes mechanicThe mechanic told me, and wrote on the invoice that the fuel filter was original from factory installationHe said that Mercedes use specific nuts/bolts that cannot be replicated outside of the factoryI was charged for a fuel filter during my March visit to MB Portland but it was never replacedIn addition, I paid for new air filters that were not replaced and for antifreeze that was not flushedMrP*** states "vehicle was fixed correctly" He has NO proof of that statementBecause of the dealerships negligence I had additional repairs needed for my vehicle and a loss of days of travel When I read MrP***'s response he stated that he communicated with me the offerIn fact, he never communicated with me about his responseHe told me the reimbursement issue would be managed by his service manager, Mark K***I have sent several emails to Mark, see attached, requesting a responseThe business seems chaotic with a lack of communicationFor example, I sent receipts they requested and was told they were never receivedSo, I hand delivered them to Mark K*** on August 10thHe told me he would contact me "in 1-days"Over a week passed, I emailed him and was told again there would be a response in a couple daysAs of today, September 10th, he has still not contacted me.Sincerely,*** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Re: Complaint #[redacted] for [redacted] To Whom It May Concern: Mr. [redacted] purchased his vehicle from us and every time the vehicle comes in after that for service it mysteriously has damage. Every single time we accept responsibility for the repairs, to the tune of thousands of dollars ,but this...

last time it was impossible for us to have caused what he claims we caused. As a result Mr. [redacted] was extremely rude and disrespectful to everyone in the dealership and used loud, foul and aggressively toned language that I will not accept ever. We told Mr. [redacted] that we would give him $500 and that he should never come back to have his car serviced here, as we felt it would better for both parties. This issue is resolved!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]