Mercedes Benz of Sacramento

I am rejecting this response because:I do not agree wtih the business response that they fully disclosed the deal because if that is the case then there would not be any issues. If they claim that the car is in perfect confidition and no cosmetic issues and maybe they need to ask their sales manager, ***, who has the list on his phone of 8-minor damages to the car that I showed him and also even the driver who delivered the car to me, *** said "This is so embarrassing and I would not even buy a car in this condition"Like I said, this transaction has been such an inconvenience and a horrible experience. I believe we gave the dealership ample time to make this right. We drove the car back there on 11/and they had the car for week to make things rightWe came to pick up the car on 11/and was very dissappointed that only the exterior issues and the cilajet on the interior was not done. I spoke with ***, General Manager who said the salesman should have double checked the car and was promised that someone will call me by Monday 11/I have followed up with *** a few times since I never heard from them and I keep getting empty promises that he'll give me an answer and until now I do not have any definitive planI feel that the dealer does not follow through with the verbal agreement. I do not want to keep wasting my time following up as I do not feel they are very honest to their word. I even saw another complaint where they sold the Portfolio warranty but misrepresented it as the genuine warranty which is something they did on me but I had them fix it before I signed the contractThey should just refund the cilajet fee and send me the lugnuts as discussed. We tried to be patient and be considerate and even drove back and forth to Sacramento which is hours away (miles) each way

I am rejecting this response because:This response is very upsetting and clearly shows how dishonest this company is since their response is such a BIG LIEThere has no one from the dealership that has tried to contact me to try to resolve this issuePlease prove me wrong by telling me who, when and what number did they try to contact me. I did get a voicemail from *** from Superior Detail on 12/8. I called him back and we spoke how the dealership has asked him to reapply the Cilajet and he will come down to my place but because it will be raining that week, he will call me back the following Monday to set a date when he can come downI have not heard back from him. If the delearship's response is true, please prove me wrong again and tell me what dates and times that were offered to me that I refused as "my schedule did not allow" as stated in their response. I was not offered any dates and times since *** said he will call me back on Monday after the rainIf the lug nuts were not part of the deal, then why did *** offer to mail them to us so we do not have to pick them up and when I asked him who will install it, he said that the guy who will come from the Cilajet will install it for usI am sure *** remembers this conversationI have attached the text messages from *** in case he forgot or you need something to reference to: in Text attached, I sent a text on 11/asking "Did u get the cilajet and lug nuts figured out?" because when we left the dealership that weekend, *** has assured us that they will send someone out to fix the cilajet and install new lug nutsWhen I asked him if the "Rims are OK", his response was that "Rims are perfectNot a scratch" (refer to Text attached) and when I said "Please make sure the car is spotless - hard to buy a car I haven't seen", his response was "It will be spotless for you" (refer to Textattached) so I do not understand how that is not misleading and how I am very surprised and disappointed that the lug nuts were rustyI do not understand how the lug nuts are not part of the deal when your salesman offered itThis issue has been on going for such a long time now and the stress and negative experience with this dealership has been ridiculous. Please refund the price of the Cilajet and send the lug nuts as discussed

Company states: We have been in contact with the customer. We have been trying to send out a company to apply the Cilajet to appease the customer but her schedule has not allowed it. Lug nuts are not apart of the deal. If you want a new car then we have many on the lot. There was nothing hidden about the car when we sold it.

Response:Mr. [redacted] had his 2000 Mercedes-Benz S430 towed to our dealership on 4/24/2016, the only key to the vehicle had been lost or broken. We cannot release a key to a customer without having the vehicle present, per Mercedes-Benz policy. We ordered the key and Mr. [redacted] came to pick up the...

vehicle on 4/26/16, upon starting the vehicle, Mr. [redacted] declared that we had broken his odometer as it was not functioning at that time. We did not assign any technician to this vehicle as it was simply a parts key order, again no technician or any other Mercedes-Benz of Sacramento employee touched the vehicle. Mr. [redacted] suggests that there is an active warranty on the product but indeed the vehicle was sold with a 4 year/50,000.00 mile warranty in 2000, and is therefore 12 years and one hundred thousand miles past warranty. The last time Mr. [redacted]'s vehicle was in for service at Mercedes-Benz of Sacramento was 5/13/2011, at that time the vehicle's odometer was 136,626 miles which would suggest an average of 12,400 driven miles per year. Five years later Mr. [redacted] claimed there were "148,500" miles on the vehicle which could not be verified as the odometer was not functioning, which suggests that the vehicle had only been driven less than 12,000 miles in the last 5 years. In conclusion, the vehicle was towed to our shop and not functioning as there was no key available, once the ordered key arrived, Mr. [redacted] inserted it in the ignition and declared we had damaged his odometer when in fact we had never touched the vehicle when it arrived. Mechanical components are subject to failure and certainly 16 years later.

I am rejecting this response because:There are 4 inconsistencies that I would like to bring to light.  1) Mercedes Benz of Sacramento has not reached out to me to resolve this issue.  It was only after several attempts via emails and phone call from the Revdex.com did they respond.2) It is not true that I only brought attention the Blindspot Assist after I took delivery of the car.  It was one of the options critical to purchase the vehicle.3) Mercedes Benz of Sacramento never fully offered to pay for an aftermarket version.  They wanted me to pay $700 for a product that they currently charge for $550 and when it was installed it did not function properly. Also, I was not advised that it was an aftermarket version they were installing and I thought it was going to be installed on the side mirrors such as on the Mercedes Benz vehicles I previously test-drove.4) The vehicle in question is in fact a 2018 not a 2017 as Mercedes Benz of Sacramento has been referring to and I am not trying to get more equipment.  I am only trying to get the option that I requested during the initial purchase of the vehicle.On Nov 6, 2017, a relative and I contacted the Corporate office of Mercedes Benz and advised them how I have been treated by Mercedes Benz of Sacramento-misled by unfair and deceptive practice and later disregarded while I attempted to resolve the issue. The Corporate Office advised me to go to Mercedes Benz of Sacramento to reach a resolution and report back to Corporate regarding status.  Corporate had placed a high priority status on this matter and I am to be in constant contact for a resolution.  As I spoke to [redacted], General Mgr at Mercedes Benz of Sacramento on Nov 6th, it was a coincidence that he just happen to have a new Blindspot Assist equipment on hand that day, ready to have [redacted] install it on my car.  Mind me, Mercedes Benz of Sacramento had not reached out to me or talk to me since I was told on October 1st that they cannot do anything for me anymore.  [redacted] assured me that the new equipment will resolve this pending issue.  I am so reluctant to trust or believe Mercedes Benz of Sacramento at this point.  I hope this new equipment will function properly.  I have been so emotionally distressed, stressed & distraught due to this deceptive practice.  Mercedes Benz of Sacramento currently has my vehicle which I dropped off to them on November 6th and if this last attempt to replace the Blindspot Assist cannot be resolved, I am requesting a 2018 replacement vehicle with the 3 options that I requested at the initial purchase.  Sincerely,[redacted]

Jorge, I spoke to you last week and told you my email account had been hacked and I did not have access to it for about a week.  As per our conversation, I am attaching a copy of a text message from Steve Tracy at Mercedes Benz of Sacramento saying he was going to get the cargo cover for my vehicle.He and I talked about this from the beginning of my looking at the car to purchase.  I told him that the wagon I was trading in had a cargo cover and I really liked that feature. I asked him if one could be put on the vehicle I was purchasing and he said sure, I'll take care of that.Every time I asked Steve about the cargo cover he said he was checking into it. I had to bring my car into the dealership in early January for a clear bra application and asked him again about the cargo cover.After several conversations, he said that the company was not willing to purchase a cargo cover for my vehicle and I would have to wait until another vehicle like the one I was purchasing came in to their lot and he would take the cargo cover off of that vehicle and put it on my vehicle. I told Steve that since he promised that he would get a cargo cover for my vehicle, I shouldn't have to wait any longer.Since this has happened, I have spoken to Lisa Brown, who is a customer service representative and she told me the same thing Steve did, that there was nothing she could do.  I have called and left messages for Jason Briener and have yet to speak to him.It is untrue that Steve said he would check with the person who traded in the vehicle to see if they had a cargo cover for it. He never said that to me. When we spoke of the cargo cover before I purchased the car, he assured me that he would get that taken care of.  I have attached a copy of a text message where he says he will take care of the cargo cover.They have also said I smeared them all over social media.  All I have done is to tell my story in the hopes of saving someone else the hassle that I have had with this dealership.It is amazing to me that this is a Mercedes Benz dealership and they treat their customers this way and don't follow through on what they have promised.I hope you are able to help me resolve this and to receive what was promised to me by this dealership.Thank you.Sincerely,[redacted]

The damage to the door locks was a result of improper drainage and a faulty trunk seal in the vehicle. The repairs done to the vehicle are not in any way associated to the door locking operation. We have offered the customer 20% off of the repairs to correct the door lock operation. Customer stated...

that they would schedule the appointment.

We are a full disclosure dealership with no exceptions,  even more so when doing a transaction over the phone.  The car was certified and true to the condition described.  I agree the cilojet we applied poorly on the inside,  I also thought this was taken care of.  We will...

reach out to the customer and address this issue immediately.

When I looked into this further it turns out we did take the car to [redacted] service department to have the recall completed,  I cannot answer why the [redacted] store told them otherwise.  This person is also very difficult to reach by phone,  but I have made   numerous attempts...

to reach out and let him know.   This was the only thing he had asked me to follow up on because he blames another problem on the recall not being complete.   This was a 82,000 mile [redacted] that had passed all safety inspections and recall was complete,  the car is now his responsibility for any further repairs.

We never removed his wheel in fact because it’s an aftermarket wheel we don’t have a lug wrench that fits his aftermarket wheel lugs, the car was towed to us.  As you can see from the pictures the lug bolts are not threaded in all the way as he has hub-centric spacers on for the aftermarket...

wheels. However we did decide to fix the damage for him and once he gives us an accurate invoice for the wheel that was damaged we will reimburse him. Also his car has been done for three weeks and he is refusing to bring back the Mercedes loaner car he is in. We are now starting to charge him $70.00 per day loaner fee for the car. Tell us why here...

I am rejecting this response because: [redacted] needs to get his fact straight. My Seat was replaced by El Dorado Hills because they tore the seat when applying the Cilajet. The other seat was replaced because it started cracking and tearing just months after purchasing a Certified pre owned car. This has nothing to do with the seats being damaged when bringing it in.  [redacted] was not the manager when my hood was damaged. They had my car for entire month and when picking up my car, there was a Dent in my hood, as if a tool was dropped on my car. When the car was fixed, I picked up my car to have my tire and rim cracked.  [redacted] needs to do better research on the damage that has happened on my car when it has been as the dealership. He mentioned that I brought my car in with damage and than blame the dealership. That is NOT true. [redacted], my regular service advisor is very well aware of my car and we have always walked my car together. This has been something that he has done with me, since when I first started bringing my car to the Sacramento Location, I was in a wheelchair. In effort of being proactive, [redacted] was aware of all pre existing issues.   I brought my car in to get the Cilaject service and [redacted] denied that my interior was completed. Than the story changed again, and now the story is that the cilajet was indeed completed. If Cilajet was going to be applied to the inside of my vehicle, they would have or should have communicated with me and let me know that there was damage to my seat and let me make the decision to move forward. That did not happen.

Review: My name is Mr. [redacted], exercising his right to submit an informal consumer complaint pursuant to the applicable laws of the state of California, asking for restitution & damages against Mercedes-Benz of Sacramento, [redacted] Automotive Group, [redacted]., Sacramento, Ca. 95825.

On or about April 23, 2016, I contacted by phone the above-mentioned automotive group in hope to have a key made for a Mercedes. I were instructed to have the vehicle towed to the above address and upon arrival a written receipt was prepared and provided.

On or about April 26, after the requested repairs had been completed, I learned that the odometer was not functioning. I spoke with Mr. [redacted], Assistant service manager and Mr. [redacted] offered a $65 dollar diagnostic test in resolution of the matter. I declined that offer based on the hostile environment I had been subject to. In addition: Mr. [redacted] and Mr. [redacted], managers whom represent Mercedes-Benz of Sacramento and corporation, are deemed in violation of policies and procedures of the (Magnuson Moss Warranty Act, 15 U.S.C.) as complainant is a “consumer” as defined in (sub.sec.2301(3).

Because Mercedes-Benz an entity who are suppliers and guarantees warranties under their business policy and practices, as defined in the Warranty Act, 15 U.S.C. sub.sec. 2301(4) AND (5). The vehicle brought in is a “consumer product” as defined in the Warranty Act, 15 U.S.C. sub.sec. 2301(1). Although, the vehicle in question were not purchased from [redacted] automotive group, it remains a product of Merc edes-Benz.

Under California law there was created in connection with the sale of the vehicle an implied warranty of merchantability indeed as a product of Mercedes-Benz. The acts portrayed by Mr. [redacted] “specifically were unprofessional and irresponsible as a manager representing Mercedes-Benz products. Therefore, allegations are factual basis shown within this complaint that the aforementioned manager’s failure to provide the vehicle to claimant free of defects. Repairs done were negligent and that both manager’s owed a duty to claimant to use ordinary care and skill in storage, preparation and overall repair of the vehicle in accord with industry standards. Claimant further alleges, in failing to properly store, prepare and repair the vehicle, breached that duty of ordinary care and skill, their negligence was a proximate cause of claimant’s damage to the vehicles odometer.

Wherefore, the claimant Mr. [redacted], as a consumer having had the vehicle (Mercedes-Benz) brought in for only (1) minor problem while in their care;Desired Settlement: I pray for the following relief:

Incidental and consequential damages to be repaired or replaced

Mission statement of Mercedes-Benz customer service policy

Genuine written apology from both managers alleged in this complaint

That Mr. [redacted], assistant service manager be reprimanded & held accountable

For such other and further relief deems just and proper under the circumstances

Business

Response:

Response:Mr. [redacted] had his 2000 Mercedes-Benz S430 towed to our dealership on 4/24/2016, the only key to the vehicle had been lost or broken. We cannot release a key to a customer without having the vehicle present, per Mercedes-Benz policy. We ordered the key and Mr. [redacted] came to pick up the vehicle on 4/26/16, upon starting the vehicle, Mr. [redacted] declared that we had broken his odometer as it was not functioning at that time. We did not assign any technician to this vehicle as it was simply a parts key order, again no technician or any other Mercedes-Benz of Sacramento employee touched the vehicle. Mr. [redacted] suggests that there is an active warranty on the product but indeed the vehicle was sold with a 4 year/50,000.00 mile warranty in 2000, and is therefore 12 years and one hundred thousand miles past warranty. The last time Mr. [redacted]'s vehicle was in for service at Mercedes-Benz of Sacramento was 5/13/2011, at that time the vehicle's odometer was 136,626 miles which would suggest an average of 12,400 driven miles per year. Five years later Mr. [redacted] claimed there were "148,500" miles on the vehicle which could not be verified as the odometer was not functioning, which suggests that the vehicle had only been driven less than 12,000 miles in the last 5 years. In conclusion, the vehicle was towed to our shop and not functioning as there was no key available, once the ordered key arrived, Mr. [redacted] inserted it in the ignition and declared we had damaged his odometer when in fact we had never touched the vehicle when it arrived. Mechanical components are subject to failure and certainly 16 years later.

Review: I brought my car into the dealership to get my Cilajet reapplied to the exterior and interior of my car, when picking up my vehicle, my seat was torn. I was told that the manager would not be in until the following week. I never received a call back. I ended up taking my car in for a suspension issue and requested that they look and repair my seat. The manager claims that the tear in my seat was already there and they would not replace it. I did not bring in my car with a tear in my seat. I brought it in to have my [redacted] redone on the interior of my car. If there was a tear in my seat, Im sure they would have noted it in the notes prior to them doing anything to the interior of my vehicle.Desired Settlement: I want my seat replaced.

Business

Response:

We did not perform any repairs to the interior of the customers vehicle. The crack in the leather is along the perforation holes in the leather.

Business

Response:

Ms. [redacted] vehicle is a 2007 Mercedes Benz CLS 550, it was originally put into service on April 5, 2007. Ms. [redacted] purchased the vehicle used on April 14, 2013 with 57,583 miles from Mercedes-Benz of El Dorado Hills. In April 2013, MB of El Dorado Hills replaced the passenger seat bottom at no cost to the client as negotiated during the purchase process. On November 14, 2013, when the vehicle had 65,891 miles, the customer complained that the driver’s seat bottom was also torn and requested we replace it. We ordered the part and replaced it at a cost of $900.00, which we absorbed. The vehicle is now nine years and two months old and has 135,069 miles, it is well beyond warranty. Ms. [redacted] complaint is that we damaged her seat, our inspection discovered a separation at the seat seam on the driver’s side which we determined to be attributable to normal wear. She brought the vehicle in and requested a Cilajet application which we performed, we do inspect the exterior of the vehicles during our walk around on the service drive but do not perform a detailed inspection of the interior. We process approximately 48 cars per day many of which are not in “showroom” condition. In the past, Ms. [redacted] complained we damaged her hood during a repair visit which we paid to have repainted, she again complained that we damaged her “A” pillar during a free car wash, again we paid to have the paint repairs performed. We do support our product and our service but in this case the complaint suggests a seat tear when in fact it is a seam separation. Respectfully, [redacted] Service Manager Mercedes-Benz of Sacramento

Consumer

Response:

I am rejecting this response because: [redacted] needs to get his fact straight. My Seat was replaced by El Dorado Hills because they tore the seat when applying the Cilajet. The other seat was replaced because it started cracking and tearing just months after purchasing a Certified pre owned car. This has nothing to do with the seats being damaged when bringing it in. [redacted] was not the manager when my hood was damaged. They had my car for entire month and when picking up my car, there was a Dent in my hood, as if a tool was dropped on my car. When the car was fixed, I picked up my car to have my tire and rim cracked. [redacted] needs to do better research on the damage that has happened on my car when it has been as the dealership. He mentioned that I brought my car in with damage and than blame the dealership. That is NOT true. [redacted], my regular service advisor is very well aware of my car and we have always walked my car together. This has been something that he has done with me, since when I first started bringing my car to the Sacramento Location, I was in a wheelchair. In effort of being proactive, [redacted] was aware of all pre existing issues. I brought my car in to get the Cilaject service and [redacted] denied that my interior was completed. Than the story changed again, and now the story is that the cilajet was indeed completed. If Cilajet was going to be applied to the inside of my vehicle, they would have or should have communicated with me and let me know that there was damage to my seat and let me make the decision to move forward. That did not happen.

Review: sold a new ml350. extended warranty purchased. sold car one year later. was told I would get the entire amount paid for the extended warranty back.

Spoke with sara the finance lady, and complained about the warranty. I was told by her that I would get all back. Just wait to see what portfolio was going to give me and they(mercedes dealership) would refund the rest. It has been two months. now I come to find out she doesn't work there. and no record of this is on file. Desired Settlement: I want my entire amount back 4640 dollars. Mercedes warrantys are 100 percent refundable. they told me that this warranty was not mercedes backed. When I purchased the car I told [redacted] I only want factory warranty. not third party.

Business

Response:

Business' Initial Response

Mr. Eversole will be refunded for his extended service contract. A check in the amount of $4640 will be sent today.

Review: I contacted MB of Sacramento to inquire on a Certified Pre-Owned 2013 GLK 350 and spoke with [redacted]. I have asked [redacted] for full disclosure and to let me know of any dents or scratches in the car so I am aware before we finalized the deal since I do not feel good agreeing to buy something I have not seen. I have several text messages from [redacted] confirming that the only issue is that there's a minor paint issue on the right bumper but it "will look brand new when it's complete" otherwise no exterior damages, no interior issues and "rims are perfect not a scratch". We agreed on a price and that they will deliver the car to me on Saturday 11/15 and I will sign the contract and give it to the driver. I know it sounds silly to buy a car over the phone but I was confident that the Mercedes Dealership was true to their word and the fact that it is a Certified Pre-Owned and the car has been extensivley checked including the appearance which is part of their certification guidelines. We had to change the contract since they sneaked in a $300 insurance that I didn't agree to and gave me Portfolio warranty when I specifically asked for the Genuine MB warranty. When the car was delivered, there were a lot of scratches and the bumper looked like it was just spray painted - no top coat and color does not match, the lug nuts were rusted, the cilajet in the interior was not properly applied. The manager, [redacted] was so rude and not even apologetic. We had to drive the car back to Sac which put more miles to the car and they had the car for a week with their promise that they will make it better. We came to pick up the car 11/22 & most of the exterior issues were resolved but they didn't re-apply the interior cilajet and did not change the lugs nuts as promised. I spoke with [redacted], GM and was told to enjoy the car for now and they will send someone by Monday to fix the interior and lugnuts. I have followed up several times and no resolution. I am extremely disappointed with this dealership.Desired Settlement: I think at this point I am so tired and emotionally drained dealing with this dealership that I would rather have them refund the cilaject fee ~$900 and send me the new lug nuts as promised. [redacted] tried to justify that all lug nuts are rusted but he and my husband walked around to look at the lug nuts in other cars they have on their lot and NONE of them had rusted lug nuts. I trusted that buying a MB would give me the SUPERIOR quality and service and I was wrong.

Business

Response:

We are a full disclosure dealership with no exceptions, even more so when doing a transaction over the phone. The car was certified and true to the condition described. I agree the cilojet we applied poorly on the inside, I also thought this was taken care of. We will reach out to the customer and address this issue immediately.

Consumer

Response:

I am rejecting this response because:I do not agree wtih the business response that they fully disclosed the deal because if that is the case then there would not be any issues. If they claim that the car is in perfect confidition and no cosmetic issues and maybe they need to ask their sales manager, [redacted], who has the list on his phone of 8-10 minor damages to the car that I showed him and also even the driver who delivered the car to me, [redacted] said "This is so embarrassing and I would not even buy a car in this condition". Like I said, this transaction has been such an inconvenience and a horrible experience. I believe we gave the dealership ample time to make this right. We drove the car back there on 11/16 and they had the car for 1 week to make things right. We came to pick up the car on 11/22 and was very dissappointed that only the exterior issues and the cilajet on the interior was not done. I spoke with [redacted], General Manager who said the salesman should have double checked the car and was promised that someone will call me by Monday 11/24. I have followed up with [redacted] a few times since I never heard from them and I keep getting empty promises that he'll give me an answer and until now I do not have any definitive plan. I feel that the dealer does not follow through with the verbal agreement. I do not want to keep wasting my time following up as I do not feel they are very honest to their word. I even saw another complaint where they sold the Portfolio warranty but misrepresented it as the genuine warranty which is something they did on me but I had them fix it before I signed the contract. They should just refund the cilajet fee and send me the lugnuts as discussed. We tried to be patient and be considerate and even drove back and forth to Sacramento which is 2 hours away (100 miles) each way.

Business

Response:

Company states: We have been in contact with the customer. We have been trying to send out a company to apply the Cilajet to appease the customer but her schedule has not allowed it. Lug nuts are not apart of the deal. If you want a new car then we have many on the lot. There was nothing hidden about the car when we sold it.

Consumer

Response:

I am rejecting this response because:This response is very upsetting and clearly shows how dishonest this company is since their response is such a BIG LIE. There has no one from the dealership that has tried to contact me to try to resolve this issue. Please prove me wrong by telling me who, when and what number did they try to contact me. I did get a voicemail from [redacted] from Superior Detail on 12/8. I called him back and we spoke how the dealership has asked him to reapply the Cilajet and he will come down to my place but because it will be raining that week, he will call me back the following Monday to set a date when he can come down. I have not heard back from him. If the delearship's response is true, please prove me wrong again and tell me what dates and times that were offered to me that I refused as "my schedule did not allow" as stated in their response. I was not offered any dates and times since [redacted] said he will call me back on Monday after the rain. If the lug nuts were not part of the deal, then why did [redacted] offer to mail them to us so we do not have to pick them up and when I asked him who will install it, he said that the guy who will come from the Cilajet will install it for us. I am sure [redacted] remembers this conversation. I have attached the text messages from [redacted] in case he forgot or you need something to reference to: in Text 1 attached, I sent a text on 11/24 asking "Did u get the cilajet and lug nuts figured out?" because when we left the dealership that weekend, [redacted] has assured us that they will send someone out to fix the cilajet and install new lug nuts. When I asked him if the "Rims are OK", his response was that "Rims are perfect. Not a scratch" (refer to Text 2 attached) and when I said "Please make sure the car is spotless - hard to buy a car I haven't seen", his response was "It will be spotless for you" (refer to Text3 attached) so I do not understand how that is not misleading and how I am very surprised and disappointed that the lug nuts were rusty. I do not understand how the lug nuts are not part of the deal when your salesman offered it. This issue has been on going for such a long time now and the stress and negative experience with this dealership has been ridiculous. Please refund the price of the Cilajet and send the lug nuts as discussed.

Review: I brought vehicle in to have the uneven ride-height examined and get a repair estimate. What I got did not match my request, but I was still charged.

RO# 251127 dated 05/16/2013.

My vehicle has an uneven ride-height making the car look like it's doing a nose dive. My mechanic replaced the springs with factory parts and is has not resolved the issue. Because he could not identify the cause of the uneven stance, I made an appointment with Mercedes Benz of Sacramento thinking they would have more specific vehicle information and be able to identify the specific cause.

Upon dropping off the car, I explained to the Service Adviser that I already knew about the ball joints and control arm bushings needing to be replaced. I explained that my mechanic was waiting to replace those until we could figure out the ride-height irregularity issue. The car's tires wear out prematurely as a result of the camber not being in specs. Raising the car to the correct height should naturally solve this. THEN, to do a properly alignment I would need to replace the worn bushings.

After inspecting the car, the Service Adviser and a technician reviewed the worn parts I previously discussed. They showed me the ball joints, control arm bushings and discussed possible concerns over the mounting connection between the sub-frame and control arms. NONE of these items would be the cause of my ride-height irregularity.

In short, they did not tell me anything I didn't already know. They came back with estimates for nearly five-thousand dollars worth of repairs that I had NOT requested information about. They gave me ZERO relevant information about the my primary concern. They did not compare the cars current ride height to factory specs. The technician did offer to give me some specifications, but explained that they would be meaningless without some ten-thousand dollar tool that measures the distance from the control arm to the wheel-well. This sounds like one of the steps they SHOULD have been taking to try and diagnose the problem.

While the Service Adviser was going over their recommended repairs, I expressed my dissatisfaction, specifically explaining that I felt like they had not done the job I asked them to do. They continued to charge me $165.00 for the inspection.Desired Settlement: I believe the business should refund the entire cost of the bill! They did not perform the requested service. I did not refuse to pay or cause a scene because I know the workers are doing what they're told to do. BUT... this is NOT right!

I was not asking them to chase some noise that could not be recreated. This was a specific, measurable item. They should have been able to compare the car to the factory specifications and tell me what needs to be done to correct it. They did not do this! They did not earn the $165.00 inspection fee! I did not ask them to inspect the rear shifting bushings, the motor mounts, the head gasket, the rear flex disk; all things they noted as part of their inspection as needing some form of repair. NONE of those pertain to the vehicles ride height. None of those relate to the vehicles alignment issue. They're clearly trying to sell me on "other" stuff, rather than addressing my primary concerns.

Experiences like this are WHY I don't take my car to the dealer for repairs. Even in areas where they should be the experts, they fail to deliver.

Business

Response:

Business' Initial Response

After reviewing the documents, Mercedes-Benz of Sacramento agrees with the customers concerns.

Mercedes-Benz of Sacramento will refund Mr. [redacted] the $165.00 for the vehicle inspection.

Consumer's Final Response

GREAT news!! I came home today to find a check waiting in my mailbox.

The check and the postmark both say July 11. Whatever you said this time really worked.

Thank you for your follow-through in this matter. They certainly were not giving the matter any priority without your prompting.

Glad this can finally be close for good.

Sincerely,

Robert Clark

Business' Final Response

After reviewing the vehicle documents Mercedes-Benz of Sacranmento is in full agreement with Mr. Clark. We will be refunding Mr. Clark the $165.00 for the vehicle inspection.

Review: I brought my 2002 Mercedes SLK to the dealership in Sacramento for service because I noticed a brake light was out and my left turn signal had stopped working. Scheduling was very simple and straightforward and the initial appointment was very pleasant. After the diagnostic was completed, I was told that the required repairs for these two items would cost about $900, but that they had also found a number of other items that they suggested repairing. The grand total for their suggested repairs was $5600. Most of these items were relatively common upcharges such as changing spark plugs, and so easily refused. However, they found that the belt on the supercharger was dangerously worn and cracking, which I agreed needed to be replaced. In the process of this, they found that the tension assembly for the belt had been previously damaged, and would need to be replaced as well, for a new total of $1500. They completed the work as scheduled and when I picked up the car, they told me that they had found some water accumulating within the trunk panels, but that it was caused by a plugged drain hole that they had unplugged and didn't seem to be causing any problems. However, they said that it potentially could cause the power door locks to stop functioning in the future. As soon as I got the car home, I realized that the power door locks were no longer functional, whereas they were fully operational when I dropped the car for service. I called to complain but was told that they couldn't be held responsible and that the repair could cost upwards of $2000.Desired Settlement: I expect my power door locks to be returned to normal working order at no cost to me. If any other damage to my vehicle was incurred during this service, I expect that damage to be repaired at no cost as well.

Business

Response:

The damage to the door locks was a result of improper drainage and a faulty trunk seal in the vehicle. The repairs done to the vehicle are not in any way associated to the door locking operation. We have offered the customer 20% off of the repairs to correct the door lock operation. Customer stated that they would schedule the appointment.

Review: Sales representative told me that if I cancelled the battery rental agreement the battery would be mine free of charge. Then I was told that the battery would cost me $5010. When I bought the car the sales representative told me the price of the vehicle, she never told me that the battery was not included in the price of the car. Desired Settlement: I wish to cancel the battery rental agreement, keep the battery, and not pay $5010.00 for the battery.

When initially I asked the sales representative if there was any additional charge for the battery she told me there would not be any additional charge for the battery. Then she said she didn't know there was a charge when she initially told me there was no charge. A couple of days later denied that she had ever told me there was no additional charge for the battery.

Business

Response:

Business' Initial Response

the electric smart car comes with two contracts. one for the car and one lease agreement for the battery. it is very clear in all contracts that smart will give you a price break on the car of $5010 to help offset the cost of the battery maintanance plan. if you cancel the battery mantanance plan then they will not honor the credit towards the car, they will ask you to pay it back. this is a contract between Mercedes Benz Finance and the customer, the dealer has no way to overide or change Mercedes Benz Financial's policy. we here at the dealer level do our very best to please every customer but in this case I am unable to do what the client is asking.