Mercedes-Benz of Rochester

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] The window would still cost me that I should not be responsible for, and the car was towed to you because it was taken off road for winter there for there was no insurance on it regardless it happend while the car was in your possession, you should honor the fk that you have to deliver the car to customer in same condition you have received it not with broken windows and blame the weather for it even ford dealer ship would have taken care of it or if it was still [redacted] I would never have those problems there they always took care of anything like that west herr came to Rochester and customer service dropped from to all they care about is money and all my friends drive BMW and Mercedes I will them every single one of them to buy else where now not at west herr because this is the treatment you will receive once you have a problem, when you come spend money everyone is nice and smiling and when you have a problem no one want to talk to youwhat a great service

As explained in the complaint, I believe that NO work was done on the vehicle other than the inspection It is my opinion that the brought the vehicle into the shop to do the inspection and once the inspection was done they brought the car out without doing any of the work that is necessary for the "Service B" package The package includes a multitude of services such as complete oil change, wiper change if necessary, fluid top offs, etcThis is not the first time that this has happened with this dealership They are the only certified Mercedes-Benz dealership in Rochester NY which is why we take our vehicles there Unfortunately, we also live in Dallas Texas and when we are there we have the vehicles serviced at ParkPlace in Dallas, but we have not been there in a few months which is the reason that we needed to have the vehicle serviced at this Rochester Dealership

Dear ***,
We are very sorry for what happened. We did perform the B service on Mr*** vehicle, but unfortunately we did not detail his vehicle. While we make every effort to exceed our customers expectations, we fell short of our goal for Mr*** and apologize to him for this error, and for the inconvenience he was caused. In the spirit of customer satisfaction, we refunded him $388. We appreciate his business and hope that he would give us another opportunity in the future to serve his automotive needs
Sincerely,
*** ***
Assistant to***, President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The window would still cost me 1500 that I should not be responsible for, and the car was towed to you because it was taken off road for winter there for there was no insurance on it regardless it happend while the car was in your possession, you should honor the fk that you have to deliver the car to customer in same condition you have received it not with broken windows and blame the weather for it even ford dealer ship would have taken care of it or if it was still [redacted] I would never have those problems there they always took care of anything like that west herr came to Rochester and customer service dropped from 10 to 1 all they care about is money and all my friends drive BMW and Mercedes I will them every single one of them to buy else where now not at west herr because this is the treatment you will receive once you have a problem, when you come spend money everyone is nice and smiling and when you have a problem no one want to talk to you. what a great service

We are
sorry for the troubles that Mr. [redacted] is having with his vehicle.  The
nature of the damage in the...

windshield indicates that it is a stress fracture
in the glass.  Damage of this nature would not be covered under West
Herr’s insurance and would be a claim under the owner’s vehicle insurance
policy.  In the spirit of customer satisfaction, we offered to sell Mr.
[redacted] the window at our net cost, thus saving him $1000.  Our offer was
declined. 
 
Sincerely,
[redacted]
Assistant to [redacted], President

Our view
remains the same.  Since it was a stress related crack and not caused by
our fault, but most probably due to the extreme cold weather, the repair would
normally be covered under the vehicle’s comprehensive insurance coverage. 
We understand the owner of the vehicle may have elected not to have insurance
on the vehicle, but that does not make the damage our responsibility.  We
feel that we have made more than a reasonable effort to assist the customer
with the repair by offering the glass at our net cost.
 
Sincerely,
[redacted]
Assistant to [redacted], President
West Herr Automotive Group

As explained in the complaint, I believe that NO work was done on the vehicle other than the inspection.  It is my opinion that the brought the vehicle into the shop to do the inspection and once the inspection was done they brought the car out without doing any of the work that is necessary...

for the "Service B" package.  The package includes a multitude of services such as complete oil change, wiper change if necessary, fluid top offs, etc. This is not the first time that this has happened with this dealership.  They are the only certified Mercedes-Benz dealership in Rochester NY which is why we take our vehicles there.  Unfortunately, we also live in Dallas Texas and when we are there we have the vehicles serviced at ParkPlace in Dallas, but we have not been there in a few months which is the reason that we needed to have the vehicle serviced at this Rochester Dealership.

Dear [redacted], the Parts Manager for Mercedes Benz of Rochester contacted Ms. [redacted].  He...

explained that the key for her 1997 Mercedes would need to programmed at a Mercedes dealership.  He offered to have our dealership program the new key as well as look at her old key (as to why it didn’t work) free of any charge to her. Also offered to reimburse her the total cost of the replacement key. She claimed that was an acceptable solution and she would contact myself as soon as she could make arrangements to have the vehicle brought into the Service Department. The call ended on a positive note and we feel she was satisfied with the outcome.Sincerely,
[redacted]
Assistant to [redacted], President