Mercedes Benz of San Diego

Mercedes Benz does not allow for any extedned warrantys to be added after the original comprehensive warranty has expiredMercedes-Benz San Diego tried to see if the manufacturer would be willing to make an exception and they would notthe customer is welcome to contact Merceded-Benz corperate at [redacted] This complaint should be filed directly with them

Please see below our account account of events as they relate to the interaction with with MrAndrew [redacted] : Mr [redacted] was working initially with our representative [redacted] for three days on the potential sale of the Chevrolet Colorado truckWe were fianlly able to agree on a selling price when Mr [redacted] wanted to re-negotiate and have the dealership cover the additional cost of the tax and licenseThe manager explained to him that this was not possibleHe claimed that the was not happy with the deal and would "drive a thousand miles to get a better deal if he found the right truck." Another issue was that we were still waiting for approval from his Credit Union SDCCUAt ths point the deal had stalled and we went no further.The next day he returned and [redacted] was not hereHe worked with another salesperson [redacted] Meanwhile there was another deal in process on the same vehicle with another salesperson Mr [redacted] was stil not happy with the interest rate offered and would not commit to purchase the truckThe manger on duty [redacted] explained that we could write the deal on an option contract and that Mr [redacted] could purchase and take delivery of the truck while we awaited word from SDCCU regarding a possible lower interest rateMr [redacted] declined the offerMeanwile the other salesperson's customer committed and agreed to termsMercedes Benz of San Diego sold the vehicle

I would like to request to re-open my case with Mercedes Benz of San DiegoI understand that this matter is closed (settled) but there are issues that it didn't turn out wellIt's been almost a month when we got back our car(GLK 350) and both parties agreed that we suppose to receive a check from Mercedes Benz of San Diego- Service Department from all the trouble we had since we bought the carMr***, the service director told us that we should receive the check in a few daysIt's been days but until now, we don't receive any check yetWe contacted him a few times but never return our callI even sent email to him but no responseI attached the copy of the letter we got from Mr [redacted] ***Please take a look at this matter again Thank You, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below In order for me to close this complaint file the following would need to occur; A complete diagnosis of my car at no cost to me A loaner car provided to me for free Any and all repairs made to my car at no charge to me Any all work warrantied by Mercedes and documented in my file An apology for the way I was treated by [redacted] and [redacted] You state that you're the best of the best as far as dealership customer service is concerned but that is conjecture My experienced opinion as to the service at MB of SD has been very far from satisfactory Please read my replies more closely as there is no Mr***Her name was [redacted] Regards, [redacted]

Although the dealership performed this repair, this repair is performed pursuant to Mercedes-Benz USA guidelines. We are reimbursed for the campaign, including applicable parts and labor, from the manufacturer. The campaign documentation specifies parts eligible to be replaced under the campaign, and a battery is not part of the authorized parts eligible for replacement. Mercedes-Benz USA was contacted by the client and a decision was rendered by MBUSA. The dealership merely facilitates this decision. I am unaware of the client not receiving a return call from anyone at the dealership if so I regret that issue as it does not meet our customer service standards but this is outside of a decision regarding the battery. As an independently owned and operated organization, the dealership is not responsible for the recall campaign that was rendered by MBUSA and therefore not responsible for any costs associated with the campaign. All of those costs for eligible parts and labor are paid by MBUSA. Since the manufacturer has declined coverage, any additional expenses outside of MBUSA responsibility are costs that are fulfilled by the consumer. I would be happy to provide a copy of the campaign documentation if the client would like a copy of the document, outlining parts that are eligible for replacement under the campaign by MBUSA. I am also happy to contact MBUSA on the client's behalf if he was not provided with direct reasons why this claim was denied by MBUSA. Aside from that, the dealership cannot offer any additional participation. As noted prior, Mercedes-Benz of San Diego does not offer any expressed or implied warranty of any sort on any vehicle: campaign, recall, new vehicle, etc These warranties are offered solely by the manufacturer at the discretion of the manufacturer and the dealership is reimbursed for any authorized work performed. This is not about shifting blame; this is not a recall initiated by our dealership, and the terms of this recall are not determined by our dealership: again we are merely a facilitator in this process. Please let me know if you would like me to provide a copy of the campaign documentation and/or if I can try to ascertain more specific reasons the request to MB corporate was declined.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have
determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I was at work and unable to accept the phone call Customer service representative named in complaint needs training that her job is to assist customers not just end conversation Furthermore, she said someone would contact me and after days nobody ever did Sales representative there on holiday could have been more helpful as we'll Fortunately, the service department did a great job and I'm thankful for that.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I paid $on 05/24/through a link sent directly from Mercedes Benz of San Diego fro this extended Warranty after *** stated is was approvedHe stated he was working on it and NEVER called me back and I have yet to see a refund for this amountI have submitted ALL my paper work to Mercedes USA clearly stating that my extended warranty states June 1st as the expiration date so therefore this does not satisfy me as I paid $2869.o to Mercedes and My expiration date is not until tomorrow.
Regards,
*** ***

No refund was not received yetThey claim to of sent it but has not posted to my credit card
On top of this I just found out today from Mercedes Benz USA whom I have been talking to that the dealership (San Diego Mercedes) initiated my warranty to fix stuff wrong with the car without my permission prior to delivering me the carWhen these fixes should have been at the cost of the dealership prior to the selling of the car not at the expense of my warranty which initiated it premature of me getting the carI was told the dealership was to be taking care of these expensesThat is the reason why my warranty dates do not match up meanwhile *** and Mercedes of San Diego are refusing to aknolegde there wrong doing in this situation & be honest

Whenever there are multiple customers who want to buy the same (and not easily replaceable) used car, it is difficult to satisfy all partiesIt is unfortunate that in this circumstance, Mr *** was unable to purchase the vehicle he desiredAlthough we cannot replace that specific truck, we will be more than accommodating if there is any other vehicle in our inventory, new or used, that he could be satisfied withWe apologize for the situation as it occurred, and hope that we can make it up to him with a future purchaseI am the manager of the Used Car Department and will work directly with Mr*** if we have a vehicle that will work for himHe is more than welcome to call me on my direct line with any questions or pricing concerns that he may have
Sincerely,
*** ***Pre-owned Sales Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The National MB customer center was involved and a claim was openedThe MBUSA rep was in direct contact with Mercedes Benz of San Diego It was the San Diego dealership that did the actual work on this recallThis same dealership did not return my phone calls and then declined my request for the reimbursement for the affected batteryThis is not a resolution here by pointing the blameThis dealership has the ability to either reimburse me the cost of a new battery $or to provide a replacement batteryThey are choosing not to - thus the compliant with the Revdex.com. ]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[MB of SD to answer your question surrounding the phone call I made and did not get any response - it was to the Service Manage "***"
When I was in contact with MBUSA the scenario was presented to me as a choice that the "dealership had made" not MBUSAThat is why I filed this complaint directed at your dealershipI was told that a decision could be made from a customer service standpoint to replace the battery (if elected) but that I was deniedThe way MBUSA claim relayed this to me sounded like it was the dealership that reached this decisionI was also told when I took the car in for the recall that *** the Service Manger could make that decision, but was "not available at that time and to follow up with him" (which as stated - I attempted to do)
I still feel I am getting pinballed between this local dealership and MBUSASince the SD dealership gets reimbursed from MBUSA then have MBUSA reimburse your dealership - after you do right by reimbursing meThey both represent Merceds Benz and as a customer/owner I see no delineation between your corporate and local structureIf you are not affiliated with MB then why is your dealership titled "Mercedes Benz of San Diego"?
I will take MB of SD up on their offer to find out why the reimburment was declined by MBUSA if that is who in fact made this decision.
Also I will file a complaint directed towards MBUSA if they are determined to be the root cause of this determinationPlease remeber this recall was for a defective part that directly impacted my batteryHad this part not required a recall - then my battery would not require relplacmentOnly fixing half the problem is irresponsible and left me with a car that won't start because the battery was compromised by the recalled stop lamp switchI am not the only one who experienced this same set of circumstances, but I am choosing to pursue this complaintPlease remember this matter could be settled/dropped for less than the cost of a $battery and MB is electing not to reimburse me or have they made any offer to negotiate an amicable settlementThis is poor customer service and bad for your reputation and any that read this complaint.]
Regards,
*** ***

Dear Ms. [redacted],
We regret your dissatisfaction and would like to bring closure to this matter. 
To start, the most recent visit on our signed repair order outlined a complaint of "Customer States the passenger front seat will not move forward or back very easily."  The seat repairs were performed with that complaint in mind.  We found no diagnostic codes related to a SRS lamp during any course of the most recent visit.  On the previous visit, we did address a SRS complaint under warranty.  Even in light of that, the requested settlement in the original reply did not accurately reflect the amount you paid on any of your visits to our dealership.
This organization has been part of Penske for over 10 years, and is recognized by Mercedes-Benz USA as a "Best of the Best" Mercedes-Benz store for 3 straight years.  We take our reputation very seriously.  When Mr. [redacted] outlined our rental car policies as being "like those of other stores" and used Lexus as an example, it was as an example only.  We follow loaner car best practices from multiple brands and follow closely the standards of Mercedes-Benz. 
Again we regret your dissatisfaction and would like to come to a logical, reasonable conclusion to this matter.

The check was sent FedEx on Wednesday. Client should have in their possession. We regret the delay with them receiving the check. Please advise if you need a tracking number for the package. 
 
[redacted]

Please see below our account account of events as they relate to the interaction with with Mr. Andrew [redacted]:
 
Mr. [redacted] was working initially with our representative [redacted] for three 3 days on the potential sale of the Chevrolet Colorado truck. We were fianlly able...

to agree on a selling price when Mr [redacted] wanted to re-negotiate and have the dealership cover the additional cost of the tax and license. The manager explained to him that this was not possible. He claimed that the was not happy with the deal and would "drive a thousand miles to get a better deal if he found the right truck." Another issue was that we were still waiting for approval from his Credit Union SDCCU. At ths point the deal had stalled and we went no further.The next day he returned and [redacted] was not here. He worked with another salesperson [redacted]. Meanwhile there was another deal in process on the same vehicle with another salesperson.
Mr [redacted] was stil not happy with the interest rate offered and would not commit to purchase the truck. The manger on duty [redacted] explained that we could write the deal on an option contract and that Mr. [redacted] could purchase and take delivery of the truck while we awaited word from SDCCU regarding a possible lower interest rate. Mr. [redacted] declined the offer.
Meanwile the other salesperson's customer committed and agreed to terms. Mercedes Benz of San Diego sold the vehicle.

I would like to request to re-open my case with Mercedes Benz of San Diego. I understand that this matter is closed (settled) but there are issues that it...

didn't turn out well. It's been almost a month when we got back our car(GLK 350) and both parties agreed that we suppose to receive a check from Mercedes Benz of San Diego- Service Department from all the trouble we had since we bought the car. Mr. [redacted], the service director told us that we should receive the check in a few days. It's been 30 days but until now, we don't receive any check yet. We contacted him a few times but never return our call. I even sent email to him but no response. I attached the copy of the letter we got from Mr. [redacted]. Please take a look at this matter again.
Thank You,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.sorry for my late response but I am not very satisfied with the response provided by Mercedes-Benz.Prior to ordering the key it was promised that the replacement would work just like the original key without needed any synchronization.Yet, after Mercedes Benz initial diagnoses I was told that the computer needed to be replaced since the believe it went defective while sitting for four weeks. I expressed my doubt and was told that this happens and that replacing the computer would solve the problem.Two weeks later I was told that replacing the computer did not fix the problem and that the defect is with the ignition lock.After 3 weeks when I was finally able to pick up my vehicle I was told that the ignition and computer needs to be replaced together to work. In it's  previous rebuttal the dealership states that my original problem was with the ignition lock and not the key. If this was the findings of their diagnoses why did the had me wait 2 weeks to replace the computer and than one additional week to replace the lock. Prior to parking my vehicle for 4 1/2 weeks there was nothing wrong with the car and I am certain that if I had not lost my key I would had no problem starting my car.Instead, I believe that Mercedes was unable to provide as promised a functional replacement key for my Mercedes as ordered. The firms inconsistency with providing a clear diagnosis of the problem in a timely manner clearly shows their inability to serve their vehicles. In addition to impacting my lively hood for three weeks, I was served with additional charges in addition to the cost of my replacement key.Unless, the companies refunds the $997.67 I had to pay due to their short comings I will sue the company in Small Claims Court for my financial damages and the inconvenience caused to me by the firms untimely actions.I am certain that any judge will agree that a computer and or ignition lock do not go bad on a car that is parked for four weeks.
Regards,
[redacted]

I have two Mercedes' and love driving them. However, the warranty on the vehicles are mediocre to say the least. Service is another story.
2 experiences I would like to share about my 2008 C350:
1 ) Car was recalled for a tail light issue. Dealer kept the car for 2 days. Several weeks passed and the same issue came back. What happen was the technician did not perform the safety recall inspection and returned the car back to me without fixing the issue. Problem was later resolved, but it took many phone calls and additional visit to the dealership to fix the problem.
2) Same car was bought brand new from this dealership (less than 5 miles). Clear coat on the paint started showing damage in 2015. The car is garage kept. Mercedes Benz customer care wrote back with my inquiry (in Jan 2016) saying basically paint is no longer covered because the car is over 4 years old. It's pretty sad to learn that a brand like a Mercedes cannot stand behind their car paint quality not lasting for more that 4 years or 50,000 mile.
Statement from Mercedes:
"While there is no specific warranty for paint on a vehicle, the original manufacturers warranty covers the vehicle for the first 4 years or 50,000 miles, ending whichever comes first. Defects in paint, trim or other appearance items are normally taken care of during our new vehicle preparation or by the dealer during new vehicle inspection. We recommend that if an owner finds any paint or appearance problems, that the dealer is advised as soon as possible since deterioration due to use and exposure is not covered by the warranty."

Dear Ms. [redacted],
We have received your response and have responded to your requests below:
1) We will diagnose your vehicle at no cost to you.  You mentioned a "SRS lamp" concern.  Please advise if there are other concerns.   
2) We can provide a one-time goodwill and waive the loaner fee for you.  Please note that we do require loaner vehicles to be returned within 12 hours of the repairs to your vehicle being completed.   
3) The statement "any and all repairs made to my car" has a very open interpretation.  If you can provide what repairs you are specifically requesting we would be willing to make commitments to provide certain needed repairs at no cost to you.
4) We only use factory parts and certified technicians, so all the work that we do comes with a Mercedes-Benz warranty.
5) We regret any negative interaction you had with our staff, including [redacted] or [redacted].  We have reviewed the e-mails that were sent and if there are more specific, pressing concerns that you have we can certainly address them on an individual, case-by-case basis.  Were you seeking an e-mail apology, face-to-face, phone call, etc..? Do you have specific concerns you want addressed during this conversation?
Our awards are not factually conjecture, as those are titles awarded to us by Mercedes-Benz USA. We do however regret you feel otherwise.
As a sidenote, our Service Manager [redacted] is in fact Mr. [redacted].

We have reviewed the complaint from Ms [redacted].  First off, we regret any customer service issues she experienced at our dealership.  We strive to provide a high level of service to all of our customers and regret when someone does not have an experience that exceeds their...

expectations. 
Regarding her SRS lamp, we were unaware that the SRS Malfunction Indicator Light (MIL) was currently illuminated until the recent complaint from Revdex.com.  Based on our records, that light was not illuminated on her most recent visit from 12/03/13-12/13/13.  We do have record of her having a concern with the SRS light being illuminated on a visit from 9/10/13-9/16/13.  A repair was performed to correct the condition at that time at no charge to Ms. [redacted]. 
The services Ms. [redacted] paid for were not related to a SRS malfunction lamp.  Most recently, the charges were for repairs to a seat mechanism that would not fold due to a loose cable and to perform factory scheduled maintenance. We regret the experience Ms. [redacted] claims to have had but we were not aware of additional concerns with the vehicle.  We would be happy to take a look at the vehicle an additional time and evaluate the concern at no cost to her.  
Beyond that, there were never any charges to Ms. [redacted] related to a SRS lamp concern, so we are unclear of the requested settlement amount.

We are still discussing the matter with the customer and seeking a final resolution.
Thank you,
[redacted]