Mercedes Benz of Rocklin

C-0023-
Attached is one of the documents signed by *** and
*** when they elected to add Maintenance, Theft deterrent and Cilajet to the
GLthey were purchasing
*** and *** later elected to cancel the items
Cancellation forms were emailed to our
clients and full
refunds were provided to ***/*** and the lien holder
Surface protection $1,plus tx $and Maintenance
$
Term of the loan was offered at and months
*** and *** chose the longer term with a slightly higher rate
simply to have a lower payment after adding the Options
*** and *** have all documents that were originally signed
and the cancellation papers
The vehicle can be paid off at any time by *** and *** or
by another bank of their choice
Thank You and feel free to reach out to me,
*** ***
*** ***
*** *** *** ***
***
* *** * * ***
“We are a golden rule company dedicating ourselves to world class
cus***er service in an environment of trust, dignity, and fun.”
P Consider the environment before printing this e-mail
CONFIDENTIALITY NOTICE: This e-mail and the transmitted documents
contain private, privileged and confidential information belonging to the
sender. The information therein is solely for the use of the
addressee. If your receipt of this transmission has occurred as the
result of an error, please immediately notify us so we can arrange for the
return of the documents. In such circumstance, you are advised that you
may not disclose, copy, distribute or take any other action in reliance on the
information transmitted

Mr.***,
Please clarify,
do you want me to mail you a copy of the contract?

The response from Mr. [redacted], a person I've never met, avoids the major complaint.
I was assured by Ms. [redacted], Financial Director of Mercedes Benz that she would use my pre-approved loan from Bank of America at an interest rate of 2.34% over sixty months. She then created a loan at a 2.99% interest rate for 65 months. Her actions can be attributed to misrepresentation, fraud, or a simple mistake.
The complete details of this transaction are contained in my certified letter of June 17, 2014, to Mr. [redacted], **., owner of the Von Housen Automotive Group. a letter never given the courtesy of a response.  A copy of this letter is attached.
Yours truly,
[redacted]

Review: On Sunday 5/8/16 my husband and I went to Mercedes Benz of Rocklin to shop around for an SUV. We were helped by a sales person who was very friendly. Once we told the sales person what we were looking for he took us in his office and asked my husband to complete a credit application (even though we were not going to finance for this vehicle, my husband was going to use his money from his 401K for the purchase). My husband went ahead and provided the sales representative all the information requested. Five minutes later we had the Sales Manager in the office asking me and my husband a severe amount of questions: 1- Why did we chose to buy at Rocklin Mercedes Benz? Why we did not go to [redacted]? 2- Can we prove that we will be using the 401K money to purchase the vehicle? 3- He told us that He CANNOT sell us the car until we provide proof of were the money is coming from? This Manager was so rude, he asked us if we Were trying to purchase the same vehicle at [redacted] the day before (Saturday)? When we asked him why he was asking all these questions, he just treated us really bad and very rude!

My husband and I felt harassed by the Sales Manager with all his questions, we felt interrogated and felt like we were criminals. This manager even told us that "people" buy vehicles here in america and have them shipped to China to sell for profit! What does all this have to do with us wanting to buy an SUV? My husband and I are Hispanic, we were not dressed in fancy clothing, or anything. We were treated like thugs!

Back in 2010 we purchased a Mercedes Benz from the [redacted] dealership, so it is not the first time we buy this brand. My husband and I are good working citizens that have been at our jobs for 20 years plus+ Everyone deserves respect!Desired Settlement: I would like this Sales Manager to get reprimanded or counseled for treating customers like he did to us. If the sales manager did not want to sell us a vehicle until we had proof of were the money was coming from, that should be a written policy of the dealership and should be posted or handed out to customers when they desire to purchase cash for their products. This dealership needs to have an anti-discrimination policy against customers.

Business

Response:

[redacted], First of all I apologize for the way you were treated. I have counseled my sales manager about this issue. I understand your frustration however we are under pressure from the manufacture to make sure that any cars we sell are not shipped out of the country. In a situation like this we do have to make sure we know where the money is coming from. We have had a lot of situations like this where clients pay cash for the cars and ship them out of the United States. Once again sorry, we will make sure we have a better delivery when we run into a situation like this again. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I bought a Mercedes Benz GL550 from Mercedes Benz of Rocklin on 9 May 2014. All of the dealings with the sales person, [redacted], were pleasant and professional. After lengthy negotiation, we agreed on a price of $103,000 out the door. Mr. [redacted] (my spouse), and I shook hands to complete the deal.

The problems began when I was introduced to [redacted], the Finance Director at Mercedes Benz of Rocklin. I had been approved for a loan up to $60,000 by Bank of America with an interest rate of 2.34% over sixty months (application Number:[redacted]). I informed Ms. [redacted] that I would write a check for $60,000 and finance the remaining $43,000 with my pre-approved loan from Bank of America. Ms. [redacted] then informed me of substantial additional charges totaling over $6,000. Among other things, I told her that I did not want the service contract, the surface protection product, and the theft deterrent device.

Ms. [redacted] then proceeded to fill out the Retail Installment contract. I noticed that this instrument listed a higher annual percentage rate, a higher total sale price, and a greater number of payments. When I questioned Ms. [redacted] about these discrepancies, she told me that I was required to fill out the Retail Installment contract in order to take possession of the new car. (I had already surrendered two cars to Von Housen of Rocklin for trade, a 2013 S550 and a 2007 ML 350).. she further informed me that filling out the Retail Installment Contract was just a "matter of form" required by Mercedes Benz of North America and would not interfere with my guaranteed, pre-approved loan form Bank of America. She also told me that she would hold the paperwork until the Bank of America funded the transaction. We agreed that the final figures would be based upon my cash payment of $60,000 and on the pre-approved and guaranteed loan form Bank of America, a loan at 2.34% interest for a 60 month term..

I began to worry about the transaction after talking with Bank of America officials and discovering that no action had been taken on the pre-approved, guaranteed loan.

Instead, Ms. [redacted] submitted the loan materials she described as a "matter of form" and created a loan for $52,256.96 at a 2.99% interest rate for 65 months, figures quite different from those agreed upon earlier. furthermore, she submitted the higher priced loan on 10 May 2014, the day immediately following purchase of the GL550. When confronted with this information, Ms. [redacted] refused to acknowledge the pre-approved loan and told me that I chose the loan rate of 2.99% for a term of 65 months. I certainly would not have chosen a higher interest rate for a longer term when I already had been approved for a lower rate and a shorter term. Ms. [redacted] than agreed to refund various items and promised to send me a check in the amount of %5,729. I received a check from Mercedes Benz on May 2014 in the amount of $2,056.75.

When confronted with yet another discrepancy in figures, Ms. [redacted] told me that she refunded $2,056.75 to me because of the manner in which the loan was written. She told me that the remaining $3,423.25 was sent to the Bank of America, although Bank of America reports receiving $3,834 on 17 June 2014. I also received a check for Mercedes Benz of Rocklin in the amount of $0.99 for and adjustment in the trade-in of my ML 350. At the moment, I am stuck with a 2.99% for 65 months, something with which I never agreed.

I sent Mr. [redacted], owner of Von Housen Mercedes Benz a certified letter on 17 June 2014 describing the events surrounding the purchase of the new car. I have not received the courtesy of a reply.

I have been deceived, misled, and provided with inaccurate information in order that a loan could be processed without my consultation or consent. No explanation has been provided as to why my pre-approved and guaranteed loan from Bank of America was not honored. Since the Von Housen Mercedes Benz Group and the Mercedes Benz of Rocklin have ignored my legitimate requests for information, I now turn to you for help and assistance.Desired Settlement: Mercedes Benz of Rocklin should honor the agreement my spouse and I arrived at with Mr. [redacted], the salesperson, and use the Bank of America pre-approved loan at 2.34% interest for 60 months

Business

Response:

C-0023-2015

Review: The salesperson, [redacted], engaged us in a grueling and exhausting 6 hours of negotiating although we attempted several times to walk away. He continued to promise us the specific deal that we requested at the start of the haggling process yet was unable to get us the deal we wanted after luring us back inside over and over. He lied to us several times about where the vehicle we purchased was located, when it would arrive at the dealership for us to pick up, and how long it would take to "detail" it (claiming it would take 8 hours to detail a new car). The experience with him was so bad that by the time we signed the paperwork, we didn't even want the car(it was not present nor in our possession). Prior to taking possession, we told him we didn't want it and he threatened us that we had to take possession of the car or it "would just be dropped off" at our house. Several times, he told us to come to the dealership to pick up the car when it wasn't there. He could have called us ahead of time to save us the trip but did not do so until 10 minutes before the time we were supposed to meet. He didn't call us when he said he would call. When we asked to speak to the sales manager, we left a message and the manager ([redacted]) never called us back. The dealership lied to us about what was owed on the vehicles we turned it and failed to pay off one of our lease returns to MB financial as agreed upon in the negotiations for the new car. We feel harassed and threatened into purchasing the new car. We also feel that to the dealership, the ends justify the means and that they "won" because they got us to buy the new car even if by inappropriate means rather than respecting our wishes and time. I am suspect about this dealership's practices and would warn any and all prospective customers NOT TO DO BUSINESS there. BEWARE!!!Desired Settlement: The dealership failed to pay off the lease on our SLK to Mercedes Benz financial as agreed upon. We want them to do so with no ill effects to our credit. We also want the public to know about our experience with this dealership.

Business

Response:

The dealership from the very beginning has done everything it agreed to do regarding this purchase transaction. The dealership has gone above and beyond to try and make this client happy. Including agreeing to let the customer exchange the first vehicle they purchased (at no fault of the dealership) into a different vehicle because the client at a later date decided they would like an ML equipped with the lighting package. The dealership also at the request of the customer applied CilaJet protective products to their vehicle at no additional cost to them as a gesture of goodwill and customer service. The dealership respectfully disagrees with everything this client has stated and has written to the Revdex.com. Again the dealership has already done everything that was agreed to by all parties involved regarding this purchase transaction and is not responsible for anything further.

Review: I now need to take my Mercedes back to the Rocklin Mercedes for service. I am out about $1600.00 so far and have had terrible service. No manger call back at all. I took my car in to Rocklin MB to get fixed the first time and they found a recall of a solenoid harness. I paid my 1200+ dollars and within 3 days my Check Engine light came back on. I take it back and instead of acting concerned they said "you have to pay another 149.00 so we can re-run the diagnostics again". I paid the 149.00 and they found the solenoid magnet went out and said I would have to pay another 300 to fix it. I asked if this was in the same area that they replaced that recall harness and the service guy said "No, this is no where in the area the mechanic fixed". I eventually walked out to the mechanics area to have him show me and sure enough, the harness they replaced was directly connected to the solenoid magnet that went bad somehow in the 3 days time. My wife and I tried to contact the management with no call back or attempt to talk to us.... The customer.

The other bad thing was that I finally got a hold of a Corporate Service Manager and he said that having to pay for the 3 diagnostic checks is the way it goes, as it cost the mechanics time, which is money.

This is super poor service as again the customer has not respect from the service manager. As an example, I get paid around 120.00 and hour at work and I was at the dealership the last time for about 3 hours. Customer time lost as well but never considered in conversation.Desired Settlement: Honestly, it would be nice to see some good old customer service and care form a highly respected business such as Mercedes Benz. Within 1 months time frame I will have to had paid for 3 diagnostic checks, that's 450.00.

Business

Response:

Initial Business Response

I have left five voice mail messages on this clients home phone. With no response or call back. On RO XXXXXX we did a open recall to the wiring harness to the cam solenoid which the client did not pay for. We also looked into a shifting problem on their car. The complaint was " customer states the speed sensor is not working properly, customer states vehicle wont shift out of gear and has to pull over and restart the car". This problem required the replacement of the hydraulic control unit in the valve body. Nothing to do with a check engine light. The client paid $1242.74 for the speed sensor hydraulic control unit. This was on 10-11-12. On 10-18-12 RO XXXXXX client returned to our store with a check engine light on. We found that the right side intake cam solenoid was faulty. We replace the component and showed the client where the part is on their car. Their total bill for this was $268.34 we gave them a $46.98 discount for this repair. I understand that the client is not happy and I did call them five different times leaving voice mails at home to call me back so we could work this out.

Review: For [redacted] - (I paid with my credit card and my husband owns veh.)We requested our vehicle to have the brakes inspected as they were feeling low pressure (Mercedes was the last one to install brakes) and there was a sound coming from the back of the vehicle, my daughter and her husband recorded the and it was presented in my presence to the service writer sound when it was in motion. The service manager was instructed at the time of call that if he was sure the repair to be made would fix the noise ($471.87 repair). I asked if the brakes were checked he said they were fine. So we approved the repair (we were never shown the belt the V belt as being frayed as during the conversation he said it was wearing (we were never offered to see the belt) We trusted their advice and made it clear that we didn't have a lot of money and needed it fixed. I was assured the brakes were inspected. Upon picking up the vehicle and driving a few miles the noise came back. My daughter and husband took it to another mechanic who inspected it and said it was the rear brakes. We reviewed the paperwork from Mercedes who had given them a fully green check mark. The rear brakes were done by another shop so the vechicle was taken to [redacted] the next day and they inspected the brakes and found them to be faulting (very unusal) and replaced the brakes. Tried contacting Mercedes ([redacted])and he demanded to see the brake pads in order to do anything for us with reducing the labor the parts installed they don't have our old part. I called [redacted] and they immediately shipped the defective part unlike what [redacted]' take that they take a few months to return warranty items to the manufacturer. I sent an email to the dealership to [redacted]' attention and a phone call message to contact me regarding [redacted] not able to release the pads since they no longer had them. It seems he won't go any further. I'm surprised by his demand as they didn't produce the tension roller or v-belt. AFter the brakes were replaced the noise is goDesired Settlement: Would like full compensation $471.87 - If partial refund the labor - $192.50 and the tension roller - $280.00 - we were only told the belt was failing when we got the break down. My biggest issue was the lack of inspecting the brakes that vehicle has my family in it everyday.

Business

Response:

Revdex.com Northeast California,

We are

sorry for the clients dissatisfaction. I did talk to the client and I'm sorry

that they are upset. We did refund them half of the repair $235.94 once we knew

they were upset. We do think that the repairs were needed. Here is the

complaint on the signed RO; Customer states there is a noise heard when the

truck is idling check and advise ( high pitch squeak). As you can see that

would not be a brake complaint. But we do want the client happy that’s why we

refunded half of the repair bill back to them.