Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ The customer came into our dealershipWe had inadvertently sent an e mail out with an incorrect priceThe car was priced correctly on all web sites as well as on the carWhen I attempted to discuss it with the customer they told me they knew it was a mistake but that didn't matterWhen they accused us of bait and switch I pointed out that meant we did it on purpose and they had already told me they knew it was a mistakeI offered to do something as far as a discount from the advertised price but they refused anything other than the price in the e mailRather than bait and switch, this was an honest mistake Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The email clearly stated that the price was reduced from what was on the websiteAfter reading the text, I called and spoke to [redacted] who reintegrated that the price had been reduced When we arrived [redacted] originally stated that he did not send such an email, however after reading his emails, admitted that he did send it but made a mistakeI then said, it may have been a mistake but it was advertised for that price and should be sold at the price quotedThe manger [redacted] was fired from Mercedes of Marin for similar practicesThis is absolutely unacceptable
Initial Business Response /* (1000, 5, 2015/05/14) */
Ms*** submitted a credit application via our dealer website and wanted to get pre-approved for a white CCoupe we had in inventoryWe submitted her application and received an approval on that specific carMs***
arrived at the store and said there was an odor in the white CCoupe and decided to change to a red CCoupeShe decided to go home for the day and come back later once she decided for sure she wanted the red carOnce she confirmed she wanted the red CCoupe, we had to resubmit her application to get a new approval since the vehicle was a different model yearThe approval we received was different since the loan to value was different on this structure, the rate was higher than on the original carMs*** decided to purchase the red CCoupe even though she knew the interest rate was higher due to the vehicle changeShe also decided to purchase a warranty, as well as the contract cancellation option and signed for bothTwo days later she decided she did not want the vehicle any more and opted to have the car towed back to our dealershipThe contract cancellation option is something that every client that purchases a pre-owned vehicle under $40,has the option to purchaseFor vehicles that are $10,or more, it is a $restocking fee scheduleMs*** wanted to return the car and of course we accepted her return since she purchased the contract cancellation optionThe $she is asking to get back is an option she purchased and signed for
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I always wanted the red car my first visit to the dealership I left with payment options in writing on the red carI came the second time to purchase the car at one of those options as knew salesman but at last minute was highly pressured to purchase at higher interest with Warren even though he knew I was not interested in warrentyI have this in writing alsoIt took all day to get a response on how to return the car and they were very rude continuing to try and sell car that had smelled hot that I drove to meI was consistently told the rate would be higher without the warrenty
I was lied to and they wasted my time time I could have been working the dealership is rude and dishonest bow do they explain the proof I have in writing
Final Business Response /* (4000, 9, 2015/05/19) */
Once you decided you did not want the white CCoupe and started to look at the red CCoupe, we estimated payments based on the prior approvalWe gave you options with and without a warrantyOnce you decided to purchase the red CCoupe the next day, we submitted your application on that specific car and received a different approval, again since it was a different model year and the loan to value amount was different on this vehicleYou still opted to purchase the vehicle, even though it was a higher interest rateWe also worked with you on the price, in fact we gave you $off the advertised price to get your payment lowerYou also wanted to purchase the warranty on this carOnce you decided you did not want the car anymore, we of course took the vehicle back since you purchased the contract cancellation option
Final Consumer Response /* (4200, 11, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I came to see red car the salesman had misunderstoodSo I drove white car to see red carIf you had knocked $off the red car not insisted I buy the Warrenty that would have been great but that's not what happenedI would like the option to buy the car at the price of $less asking you say you dropped the car to and my $back
You have ignored my offer to show you evidence I have and are assuming what your employees are telling you that's rather unfair bad business practiceI see the car is still in your fleet
Like I said I can to see red car I have evidence of this as well as evidence of not wanting the Warrenty and the interest rate
So if this is a misunderstanding allow me the opportunity to purchase vehicle at the discounted price and return me back my $dollars
Initial Business Response /* (1000, 5, 2015/09/14) */
The clutch failed on this vehicle at 155,miles, that it failed in the drive was not related to the 110,mile serviceWe repaired the car at our cost and stand by this decisionNo further discount or refunds will be offered
Initial
Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue is largely about customer service, less so maintenanceAgain, I was satisfied with the 110,000-mile service up until the shift failure, which led to the poor communicationFurthermore, three days after submitting this complaint, the car's "Check Engine" light came on, requiring more service attention and suggesting more was overlooked in the garageI am since fed up with the vehicle, but this event only bolsters my original request
Initial Business Response /* (1000, 5, 2015/11/24) */
The customer came into our dealership. We had inadvertently sent an e mail out with an incorrect price. The car was priced correctly on all web sites as well as on the car. When I attempted to discuss it with the customer they told me they knew...
it was a mistake but that didn't matter. When they accused us of bait and switch I pointed out that meant we did it on purpose and they had already told me they knew it was a mistake. I offered to do something as far as a discount from the advertised price but they refused anything other than the price in the e mail. Rather than bait and switch, this was an honest mistake
Initial Consumer Rebuttal /* (3000, 7, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The email clearly stated that the price was reduced from what was on the website. After reading the text, I called and spoke to [redacted] who reintegrated that the price had been reduced.
When we arrived [redacted] originally stated that he did not send such an email, however after reading his emails, admitted that he did send it but made a mistake. I then said, it may have been a mistake but it was advertised for that price and should be sold at the price quoted. The manger [redacted] was fired from Mercedes of Marin for similar practices. This is absolutely unacceptable.
Complaint: [redacted] I am rejecting this response because: they're are not sincere to their customersSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ The customer came into our dealershipWe had inadvertently sent an e mail out with an incorrect priceThe car was priced correctly on all web sites as well as on the carWhen I attempted to discuss it with the customer they told me they knew it was a mistake but that didn't matterWhen they accused us of bait and switch I pointed out that meant we did it on purpose and they had already told me they knew it was a mistakeI offered to do something as far as a discount from the advertised price but they refused anything other than the price in the e mailRather than bait and switch, this was an honest mistake Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The email clearly stated that the price was reduced from what was on the websiteAfter reading the text, I called and spoke to [redacted] who reintegrated that the price had been reduced When we arrived [redacted] originally stated that he did not send such an email, however after reading his emails, admitted that he did send it but made a mistakeI then said, it may have been a mistake but it was advertised for that price and should be sold at the price quotedThe manger [redacted] was fired from Mercedes of Marin for similar practicesThis is absolutely unacceptable
My previous offer is sincere and as keys are coded to the car and non returnable I am unable to offer a refund
Initial Business Response /* (1000, 5, 2015/05/14) */
Ms*** submitted a credit application via our dealer website and wanted to get pre-approved for a white CCoupe we had in inventoryWe submitted her application and received an approval on that specific carMs***
arrived at the store and said there was an odor in the white CCoupe and decided to change to a red CCoupeShe decided to go home for the day and come back later once she decided for sure she wanted the red carOnce she confirmed she wanted the red CCoupe, we had to resubmit her application to get a new approval since the vehicle was a different model yearThe approval we received was different since the loan to value was different on this structure, the rate was higher than on the original carMs*** decided to purchase the red CCoupe even though she knew the interest rate was higher due to the vehicle changeShe also decided to purchase a warranty, as well as the contract cancellation option and signed for bothTwo days later she decided she did not want the vehicle any more and opted to have the car towed back to our dealershipThe contract cancellation option is something that every client that purchases a pre-owned vehicle under $40,has the option to purchaseFor vehicles that are $10,or more, it is a $restocking fee scheduleMs*** wanted to return the car and of course we accepted her return since she purchased the contract cancellation optionThe $she is asking to get back is an option she purchased and signed for
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I always wanted the red car my first visit to the dealership I left with payment options in writing on the red carI came the second time to purchase the car at one of those options as knew salesman but at last minute was highly pressured to purchase at higher interest with Warren even though he knew I was not interested in warrentyI have this in writing alsoIt took all day to get a response on how to return the car and they were very rude continuing to try and sell car that had smelled hot that I drove to meI was consistently told the rate would be higher without the warrenty
I was lied to and they wasted my time time I could have been working the dealership is rude and dishonest bow do they explain the proof I have in writing
Final Business Response /* (4000, 9, 2015/05/19) */
Once you decided you did not want the white CCoupe and started to look at the red CCoupe, we estimated payments based on the prior approvalWe gave you options with and without a warrantyOnce you decided to purchase the red CCoupe the next day, we submitted your application on that specific car and received a different approval, again since it was a different model year and the loan to value amount was different on this vehicleYou still opted to purchase the vehicle, even though it was a higher interest rateWe also worked with you on the price, in fact we gave you $off the advertised price to get your payment lowerYou also wanted to purchase the warranty on this carOnce you decided you did not want the car anymore, we of course took the vehicle back since you purchased the contract cancellation option
Final Consumer Response /* (4200, 11, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I came to see red car the salesman had misunderstoodSo I drove white car to see red carIf you had knocked $off the red car not insisted I buy the Warrenty that would have been great but that's not what happenedI would like the option to buy the car at the price of $less asking you say you dropped the car to and my $back
You have ignored my offer to show you evidence I have and are assuming what your employees are telling you that's rather unfair bad business practiceI see the car is still in your fleet
Like I said I can to see red car I have evidence of this as well as evidence of not wanting the Warrenty and the interest rate
So if this is a misunderstanding allow me the opportunity to purchase vehicle at the discounted price and return me back my $dollars
Initial Business Response /* (1000, 5, 2015/09/14) */
The clutch failed on this vehicle at 155,miles, that it failed in the drive was not related to the 110,mile serviceWe repaired the car at our cost and stand by this decisionNo further discount or refunds will be offered
Initial
Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue is largely about customer service, less so maintenanceAgain, I was satisfied with the 110,000-mile service up until the shift failure, which led to the poor communicationFurthermore, three days after submitting this complaint, the car's "Check Engine" light came on, requiring more service attention and suggesting more was overlooked in the garageI am since fed up with the vehicle, but this event only bolsters my original request
MBUSA Policy requires us to verify the Key at the Vehicle, we would be happy to deliver the Key to the customer and verify the information as required
Initial Business Response /* (1000, 5, 2015/11/24) */
The customer came into our dealership. We had inadvertently sent an e mail out with an incorrect price. The car was priced correctly on all web sites as well as on the car. When I attempted to discuss it with the customer they told me they knew...
it was a mistake but that didn't matter. When they accused us of bait and switch I pointed out that meant we did it on purpose and they had already told me they knew it was a mistake. I offered to do something as far as a discount from the advertised price but they refused anything other than the price in the e mail. Rather than bait and switch, this was an honest mistake
Initial Consumer Rebuttal /* (3000, 7, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The email clearly stated that the price was reduced from what was on the website. After reading the text, I called and spoke to [redacted] who reintegrated that the price had been reduced.
When we arrived [redacted] originally stated that he did not send such an email, however after reading his emails, admitted that he did send it but made a mistake. I then said, it may have been a mistake but it was advertised for that price and should be sold at the price quoted. The manger [redacted] was fired from Mercedes of Marin for similar practices. This is absolutely unacceptable.
Complaint: [redacted]I am rejecting this response because: they're are not sincere to their customers. Sincerely,[redacted]