Mercedes-Benz of Scottsdale

We have remove Nelson K[redacted] from all Mercedes-Benz of Scottsdale's mailers and electronic advertising.  We also
contacted MBUSA and had them remove him from all mailers and electronic advertising on our behalf.  
Vrn F[redacted]

To Whom it May Concern,
I received Mr. K[redacted]'s voicemail today, 05/23/2016.  Immediately after listening to, I had my Marketing Director remove him from all Mercedes-Benz of Scottsdale's data base.
Vern F[redacted]

Business Requested Response to Not be Published.

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.

Better...

Business Bureau: 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.First, I have to correct [redacted], (listed as owner of the dealership on the dealership’s website, in addition to his role of corporate counsel) as he addressed my Revdex.com complaint to someone else.Next, after a complete disregard for the tens of thousands of dollars his dealership already received on this car’s original purchase and numerous repairs, Mr. [redacted] indicated above that I asked to repair “a light and a brake”.  His service team knew to repair the SRS system such that the SRS light would no longer illuminate when I paid for the repairs, and to replace the front brake pads/rotors (plural) such that the brake warning light would no longer illuminate. That’s the truth…don’t undermine my directive.As for the bid to buy the car:  my wife and I have already owned the car for about 30,000 miles, not “just buying it”.  I requested that your dealership make an offer only after it became apparent that your company was going to be a typical used car repair shop and ask for more follow up repair work than agreed to.  My agreement with your service team was simple: fix the SRS system and front brakes to the extent that the warninglights were no longer illuminating for $2135. When the service team stated it was going to cost over $2000 more to repair the agreed issues (oh wait, that’s the “generously discounted price), which was on May 1st after the repairs were made per your serviceadvisor, I felt that your company may prefer it entertain convert its high labor rates and part’s prices to an internal repair ticket charge (like taking in a trade in before selling it) and keep a customer happy and make a fair offer to buy it.  You neglected to bring this fact to light in to your reply above.  Although your service director grossly miscommunicated his offer (and yes that was “verbally talking” the offer to me…as if there is any other kind of talking per your letter).  Your service director scoffed at even puttingin the “let’s split the difference to make the situation end” offer in an email, but congratulations in doing that much!I was not unhappy my car isn’t worth more, I was unhappy that your dealership played screw ball with me as the car and most of its warranty/service work from your company totaled over $65,000 from 2005 to 2010.I am still unhappy because you disregarded my letters, phone messages and emails until my attorney nudged you with a letter authorizing you to contact me and from this Revdex.com complaint…a total of six (6) weeks elapsed!  And then Mr. [redacted] has the audacity to state in this Revdex.com reply, that “in the interest of customer satisfaction” Mr. [redacted] (your service director) offered to the split the bill once all the terms were discussed….to make up terms.  I didn’t make up terms, I merely proposed new ones.  You simply chose to NOT discuss them with me!  My email to [redacted] was to confirm his offer (which I never accepted)!   This is where your lack of communication started...no response after my May 6 letter asking for you to contact me by May 12.  I spoke to Amber, your Exec Assistant, on 5/19 after leaving messages to contact me where unreturned (albeit you should have contacted me within a week of May 6 in “the spirit of client service”. I was the nice guy giving back your nice new loaner car on May 6 (driving it for less than one week) while my “126,000 mile used E320 Benz”, that was purchased from your dealership, sat in the hot sun only to discover out that you would continue to ignore me until June 19 once replying to one of my Emails and on June 22 finally responding to my Revdex.com complaint.  How much faster would you have contacted me if I decided to keep the loaner car?   Is that the type of customer satisfaction that allowed your family business to thrive?Why do you mention in this Revdex.com complaint/reply to inform me not to come in to your office?  How sacred is it when your picture is proudly displayed on your website in the sales section?  I did NOT barge in to Mr. [redacted]'s office.  I was led and instructed by your staff exactly where your office was.  I politely gave it to his assistant as I didn’t have an appointment with him at that time, but that did not stop his ego from not contacting me for six weeks.The letter / reply to Ms. [redacted] and to my email on June 19 said to “forget about all the work done on the SRS system, we will give Mr. [redacted] his car with the brakes fixed and forget about all the work we did on the SRS system so that the total bill he has to pay is what was quoted him (on misc. dates)”.  After sharing this letter with a few service techs, their opinion was that your dealership “in good faith” was going to let me keep all the repairs made on/before May 4th and just ask me to pay for the brakes.  Well, since the wording was vague, I discovered much to my surprise that you instructed your team to “un-repair” the air bag control module…great client satisfaction again once again Mr. [redacted]!And then to “add insult to injury” as of this date, I’m sick and tired of paying car insurance premiums AND not having use of my car for six (6) weeks. So I agreed to pay for the brakes and get the car but as soon as Ireached home, I realized that in my continued disdain in working with your service director and you, that your dealership did NOT honor your 2 service advisors’ (both agents for MB scottsdale) verbal agreement with my wife (first visit) and me (when dropping off the car for repairs) to deduct the $145 repair evaluation from the total repair charges.  And as “corporate counsel” you should know that verbal agreements and written agreements are still AGREEMENTS!  Therefore, for the first thing is that you owe me $145 immediately as agreed to!  Unless you credit my American Express $145 by July 7th 2015 (a very lenient time frame) I will consider other actions.  As well, you’re quick to point out in your reply above that you wanted to charge me $50/day in “storage fees” if I did not pay for my brake repair.  You would have no basis for this Mr. [redacted]; if I kept the car there pastproper notice per your invoice disclaimers clearly state that the fee would have been $10/day.  You may want to read the disclaimers that Mercedes provides on your Invoices.   So I’m asking the Revdex.com and / or its agents, to “weigh in” and see if they agree with me, THE CUSTOMER!  Mr. [redacted], You held on to my car for 6 (six) weeks doing absolutely nothing to contact me about my complaint after getting nowhere with [redacted] the service director.  To summarize, it would be fair to give me $420 (non-use fees @ $10/day) in addition to the $145 evaluation reimbursement.  A very fair price given all the crap you’ve put my wife and I through!  To finish this reply with Revdex.com, I request that  Mercedes Benz [redacted]sdale refund $665 of the invoice I just paid OR give me the SRS control module for an additional out of pocket "part price" of no more than $500, such that I can pay a different Benz dealer to do the work.  This allows you to keep the $720 just paid and gets me the warranted module at / near a Benz dealer cost. Regards, [redacted]

I will believe that when I...

see it.... you and what... FIVE or more other people from Scottsdale Mercedes have told me that exact same statement.You and your people are either is or liars...
All I can say is, when the next flyer arrives in my mailbox from your dealership vern... who's gets fired?
that's the question.
believe me... I will file another complaint, and push this further up the MB corporate ladder... that I garonteeeee, without a doubt.
you might as well be working for [redacted] or **.... pathetic... not a dime.... vern.
 
Nelson K[redacted].

Better Business...

Bureau:

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.

The business response is "We always attempt to give every client the benefit of the doubt and to rectify any issues as soon as possible however in this case there is no doubt, what the customer is claiming is mechanically impossible. The vehicle would not of been drivable if we had mad this mistakeProvide details of why you are not satisfied with this resolution."The real world fact is that I did drive the vehicle home, it was leaking oil profusely because of their defective repair. I do not know why they claim this to be "mechanically impossible". It is a fact that this ocurred. Once I repaired their mistake, the vehicle no longer leaks, and is still drivable.

Regards,

On March 13, 2015 Mr. [redacted] brought his 1998 ML320 to replace a key. While it was here we replaced the Harmonic Balancer pulley per a recall campaign. The vehicle was driven out of the dealership on March 16, 2015 without any mechanical issues. On March 23, 2015 Mr. [redacted] contacted us stating that he had performed repairs himself on his vehicle which included removal of the harmonic balancer pulley. He stated that he noticed the pulley to be damaged by us when we replaced it. The vehicle was towed into the dealership on March 23, 2015.  Upon arrival I inspected the damage. I found that the harmonic balancer pulley had been installed incorrectly and the crankshaft and the harmonic balancer pulley was permanently damaged. This is mechanically impossible for the pulley to be damaged to the degree that it was and be driven from the dealership for multiple days. If the pulley was broken when we had done the repairs it would cause extreme drivetrain vibration. It would also cause the crankshaft to spin inside the pulley because the pin was completely destroyed and the bolt holding the pulley to the crankshaft would not be able to torque to the proper specification. As a result of the crankshaft spinning in the pulley this would cause overheating because the water pump would not be spinning, also there would be no power steering and battery light would come on in the instrument cluster because the alternator is not being turned by the belt. Due to all of these reasons, Mr. [redacted]'s accusations are mechanically impossible. The only way the harmonic balancer pulley could be damaged would be if Mr. [redacted] installed it incorrectly himself.  On March 30, 2015 Mr. [redacted] towed the vehicle from the dealership.  [redacted]Mercedes Benz Master TechnicianShop Foreman at Mercedes Benz of Scottsdale

We always attempt to give every client the benefit of the doubt and to rectify any issues as soon as possible however in this case there is no doubt, what the customer is claiming is mechanically impossible. The vehicle would not of been drivable if we had mad this mistake

HiI have contacted the customer. We have ordered him a new key and it will be here Thursday the 3rd. Customer is going to come in Thursday to have key programmed. Maurice L[redacted]Service and Parts DirectorMercedes Benz of ScottsdalePhone# [redacted]

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.

Better...

Business Bureau: 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.First, I have to correct [redacted], (listed as owner of the dealership on the dealership’s website, in addition to his role of corporate counsel) as he addressed my Revdex.com complaint to someone else.Next, after a complete disregard for the tens of thousands of dollars his dealership already received on this car’s original purchase and numerous repairs, Mr. [redacted] indicated above that I asked to repair “a light and a brake”.  His service team knew to repair the SRS system such that the SRS light would no longer illuminate when I paid for the repairs, and to replace the front brake pads/rotors (plural) such that the brake warning light would no longer illuminate. That’s the truth…don’t undermine my directive.As for the bid to buy the car:  my wife and I have already owned the car for about 30,000 miles, not “just buying it”.  I requested that your dealership make an offer only after it became apparent that your company was going to be a typical used car repair shop and ask for more follow up repair work than agreed to.  My agreement with your service team was simple: fix the SRS system and front brakes to the extent that the warninglights were no longer illuminating for $2135. When the service team stated it was going to cost over $2000 more to repair the agreed issues (oh wait, that’s the “generously discounted price), which was on May 1st after the repairs were made per your serviceadvisor, I felt that your company may prefer it entertain convert its high labor rates and part’s prices to an internal repair ticket charge (like taking in a trade in before selling it) and keep a customer happy and make a fair offer to buy it.  You neglected to bring this fact to light in to your reply above.  Although your service director grossly miscommunicated his offer (and yes that was “verbally talking” the offer to me…as if there is any other kind of talking per your letter).  Your service director scoffed at even puttingin the “let’s split the difference to make the situation end” offer in an email, but congratulations in doing that much!I was not unhappy my car isn’t worth more, I was unhappy that your dealership played screw ball with me as the car and most of its warranty/service work from your company totaled over $65,000 from 2005 to 2010.I am still unhappy because you disregarded my letters, phone messages and emails until my attorney nudged you with a letter authorizing you to contact me and from this Revdex.com complaint…a total of six (6) weeks elapsed!  And then Mr. [redacted] has the audacity to state in this Revdex.com reply, that “in the interest of customer satisfaction” Mr. [redacted] (your service director) offered to the split the bill once all the terms were discussed….to make up terms.  I didn’t make up terms, I merely proposed new ones.  You simply chose to NOT discuss them with me!  My email to [redacted] was to confirm his offer (which I never accepted)!   This is where your lack of communication started...no response after my May 6 letter asking for you to contact me by May 12.  I spoke to Amber, your Exec Assistant, on 5/19 after leaving messages to contact me where unreturned (albeit you should have contacted me within a week of May 6 in “the spirit of client service”. I was the nice guy giving back your nice new loaner car on May 6 (driving it for less than one week) while my “126,000 mile used E320 Benz”, that was purchased from your dealership, sat in the hot sun only to discover out that you would continue to ignore me until June 19 once replying to one of my Emails and on June 22 finally responding to my Revdex.com complaint.  How much faster would you have contacted me if I decided to keep the loaner car?   Is that the type of customer satisfaction that allowed your family business to thrive?Why do you mention in this Revdex.com complaint/reply to inform me not to come in to your office?  How sacred is it when your picture is proudly displayed on your website in the sales section?  I did NOT barge in to Mr. [redacted]'s office.  I was led and instructed by your staff exactly where your office was.  I politely gave it to his assistant as I didn’t have an appointment with him at that time, but that did not stop his ego from not contacting me for six weeks.The letter / reply to Ms. [redacted] and to my email on June 19 said to “forget about all the work done on the SRS system, we will give Mr. [redacted] his car with the brakes fixed and forget about all the work we did on the SRS system so that the total bill he has to pay is what was quoted him (on misc. dates)”.  After sharing this letter with a few service techs, their opinion was that your dealership “in good faith” was going to let me keep all the repairs made on/before May 4th and just ask me to pay for the brakes.  Well, since the wording was vague, I discovered much to my surprise that you instructed your team to “un-repair” the air bag control module…great client satisfaction again once again Mr. [redacted]!And then to “add insult to injury” as of this date, I’m sick and tired of paying car insurance premiums AND not having use of my car for six (6) weeks. So I agreed to pay for the brakes and get the car but as soon as Ireached home, I realized that in my continued disdain in working with your service director and you, that your dealership did NOT honor your 2 service advisors’ (both agents for MB scottsdale) verbal agreement with my wife (first visit) and me (when dropping off the car for repairs) to deduct the $145 repair evaluation from the total repair charges.  And as “corporate counsel” you should know that verbal agreements and written agreements are still AGREEMENTS!  Therefore, for the first thing is that you owe me $145 immediately as agreed to!  Unless you credit my American Express $145 by July 7th 2015 (a very lenient time frame) I will consider other actions.  As well, you’re quick to point out in your reply above that you wanted to charge me $50/day in “storage fees” if I did not pay for my brake repair.  You would have no basis for this Mr. [redacted]; if I kept the car there pastproper notice per your invoice disclaimers clearly state that the fee would have been $10/day.  You may want to read the disclaimers that Mercedes provides on your Invoices.   So I’m asking the Revdex.com and / or its agents, to “weigh in” and see if they agree with me, THE CUSTOMER!  Mr. [redacted], You held on to my car for 6 (six) weeks doing absolutely nothing to contact me about my complaint after getting nowhere with [redacted] the service director.  To summarize, it would be fair to give me $420 (non-use fees @ $10/day) in addition to the $145 evaluation reimbursement.  A very fair price given all the crap you’ve put my wife and I through!  To finish this reply with Revdex.com, I request that  Mercedes Benz [redacted]sdale refund $665 of the invoice I just paid OR give me the SRS control module for an additional out of pocket "part price" of no more than $500, such that I can pay a different Benz dealer to do the work.  This allows you to keep the $720 just paid and gets me the warranted module at / near a Benz dealer cost. Regards, [redacted]

[A default...

letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Worked with [redacted] for almost a year in looking for a Certified ML, not a "starter Benz from Camelback". Traded in my R class. I bought this car in Jan of 2013, yes 2013 been in 13-14 times. Total of 4 months in the service department and ever time something is fixed, I leave with a new problem. Sometimes I don't even make it out of the service garage. Major electrical repairs have been done, along with numerous little repairs. They sold it to me without a working seat belt latch, handle working, moon-roof not closing, embrace not working. I have been in contact with MB corporate, who has stated that it is the responsibility of the dealership, since it was bought as a Certified car. It has been through 2 certification inspections, the last one, was one of those times I did NOT leave the garage, my driver power seat did NOT work at all, this was after its second Certification inspection. MB Corporate gave me a 2 year extension of my CPO warranty and another time gave me a maintenance agreement, I did NOT want these. We wanted the car replaced, then we wanted it bought back. Phoenix Motor Company did NOT offer these things, Corporate did.

We bought the car cause we were moving to Iowa. Everyone knows this at Phoenix Motor Company. We have been in Iowa 2 1/2 weeks, The car has been sitting in Iowa Mercedes service for 5 days now, with a 9 item list. 3 weeks ago it was in Phoenix Motor service garage. I sit with no car now, for loaner cars ARE NOT provided, outside of the dealer you bought the car from, Phoenix Motor Company advised us differently. In other words I HAVE TO PAY for a rental car now too. I was told by [redacted] that it is not in the company's interest to buy it back or replace it, for it would cost them to much money, I was welcome to write a check for the difference, however. They want to treat this as a new deal, meaning auction price for the car they just sold me at retail.

We are appalled and horrified by our experience. We are still waiting to see what they will do. We call every day now and leave messages for all managers and even the owner. We have even gone to Channel 3 news, who even called them. Next we think we may have to hire a lawyer, we have spoken with a few. I can not tell you how much emotional toll this has taken on my household and now getting settled in a new city, with no car, unless I pay for this too. So in 5 months we have driven the car less than 2500 miles, 1700 of those was to drive it to Iowa. It has sat in service for 4 months and all of this is acceptable by Phoenix Motor Car Company.

Phoenix Motor Car Company called.

They are NOT going to help me with anything more on this car anymore. I was given 4 reasons for them NOT helping me....

1) Because they say they paid $2000 for an extending my Certified warranty. (MB corp says they paid)

2) Because I went to [redacted] and wrote a review that gives them bad publicly. (I also went [redacted] and now I have more to write)

3) Because Mercedes Corporate built the car and they should take care of this issue.

4) Because it would require the dealership to take a huge loss of money. (Mind you when I mentioned numbers, the manager said he had NOT looked at the finical paper work and I bought the car so it should be me that takes the loss)

Car is back from Shop...a week and half later....Moonroof is doing what it did when I bought it , the car sometimes tells me I need new brakes and then it tells me it doesn't, the back camera will sometimes not work.

I have not had any enjoyment with this car. In fact it has almost sent me to the emergency room for how high my blood pressure has risen.

Review: Mercedes-Benz of Scottsdale replaced my harmonic balancer under recall on my 1998 ML320. After service my ml320 began leaking oil profusely from the harmonic balancer. Within 3 days it lost full quart of oil. I removed and inspected the Harmonic Balancer. The Dealer's service department did not properly align the key slot on the harmonic balancer with the corresponding key on the crankshaft. They missed the key slot when they torqued the balancer on and broke the metal collar on the balancer. The indentation on collar where they missed the alignment with key on crankshaft is clearly visible. I had the vehicle towed to dealer to fix the work. The dealer denies responsibility for defective work. Accuses me of error for removing and inspecting. Would not fix and claimed that the crankshaft is also damaged and unusable. They offered to replace the engine with a used engine at my cost.Desired Settlement: I had to pay a towing company to retrieve my vehicle from the dealer. I had to pay for parts replacement and do the repairs myself. Replaced parts included Harmonic Balancer, Crankshaft Oil Seal, Serpentine belt, and belt tensioner. The additional parts were required because when they defectively installed the harmonic balancer it did not align with the other pulleys in the vehicle. They should pay me for the cost of the parts, the towing, and my time to do the repair properly.

Business

Response:

We always attempt to give every client the benefit of the doubt and to rectify any issues as soon as possible however in this case there is no doubt, what the customer is claiming is mechanically impossible. The vehicle would not of been drivable if we had mad this mistake

Consumer

Response:

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.

The business response is "We always attempt to give every client the benefit of the doubt and to rectify any issues as soon as possible however in this case there is no doubt, what the customer is claiming is mechanically impossible. The vehicle would not of been drivable if we had mad this mistakeProvide details of why you are not satisfied with this resolution."The real world fact is that I did drive the vehicle home, it was leaking oil profusely because of their defective repair. I do not know why they claim this to be "mechanically impossible". It is a fact that this ocurred. Once I repaired their mistake, the vehicle no longer leaks, and is still drivable.

Regards,

Business

Response:

On March 13, 2015 Mr. [redacted] brought his 1998 ML320 to replace a key. While it was here we replaced the Harmonic Balancer pulley per a recall campaign. The vehicle was driven out of the dealership on March 16, 2015 without any mechanical issues. On March 23, 2015 Mr. [redacted] contacted us stating that he had performed repairs himself on his vehicle which included removal of the harmonic balancer pulley. He stated that he noticed the pulley to be damaged by us when we replaced it. The vehicle was towed into the dealership on March 23, 2015. Upon arrival I inspected the damage. I found that the harmonic balancer pulley had been installed incorrectly and the crankshaft and the harmonic balancer pulley was permanently damaged. This is mechanically impossible for the pulley to be damaged to the degree that it was and be driven from the dealership for multiple days. If the pulley was broken when we had done the repairs it would cause extreme drivetrain vibration. It would also cause the crankshaft to spin inside the pulley because the pin was completely destroyed and the bolt holding the pulley to the crankshaft would not be able to torque to the proper specification. As a result of the crankshaft spinning in the pulley this would cause overheating because the water pump would not be spinning, also there would be no power steering and battery light would come on in the instrument cluster because the alternator is not being turned by the belt. Due to all of these reasons, Mr. [redacted]'s accusations are mechanically impossible. The only way the harmonic balancer pulley could be damaged would be if Mr. [redacted] installed it incorrectly himself. On March 30, 2015 Mr. [redacted] towed the vehicle from the dealership. [redacted]Mercedes Benz Master TechnicianShop Foreman at Mercedes Benz of Scottsdale

Mercedes of Scottsdale is exceptional. The Service Advisor told me up front how much it was going to be and she asked for my permisión for doing a small additional repair. No unexpected sorprices. I will come back.

Review: I purchased a 2002 Mercedes SLK 320 approximately one year ago. I subsequently had a mechanical problem and had the car towed to the dealership. When it was time to pick it up, I was told that they had lost the key, but would find it. I used my spare key to reclaim the vehicle.

After many months now of attempting to have the dealership replace the key, they claim that they never had the key.

I must note that the steering wheel locks without the key and that they would not have been able to unload the car, take it to the service area, and then to the front of the dealership for delivery had they not had the key.

I have emailed and called the general manager, Vern Foutz on numerous occasions over the past month and have received no response. I suspect that the dealership service people do not want to claim responsibility for replacing the key which costs approximately $300.

My second key is now working intermittently and is a challenge for me due to health considerations.Desired Settlement: Provision of a new key to my vehicle. I do not feel that I should be responsible for replacing the key that the dealership obviously lost.

Business

Response:

HiI have contacted the customer. We have ordered him a new key and it will be here Thursday the 3rd. Customer is going to come in Thursday to have key programmed. Maurice L[redacted]Service and Parts DirectorMercedes Benz of ScottsdalePhone# [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I filled out a credit application online. When I submitted, a screen popped up that said if I would like for the application to NOT be processed after all, to call the financial department and let them know. I immediately did that. I left a voicemail asking them to not process the credit application/not run my credit. The next day, I received a voicemail from one of the employees, Rob, who asked me to call him back about my application. I did not call back. The day following, I received another voicemail from Rob, so I called him back. He advised me that he had done exactly what I had asked them NOT to do, which was run my credit.

I went the new Mercedes dealership in Scottsdale and took a E250 out for a test drive. During the drive test, I asked the salesman is this car has outside heated mirrors; an option that is very importance for my wife when we are at home in Pennsylvania; he said yes. I decided to buy the car. Later, while doing the paper works, he checked the car's option and realized that the car is not equiped with outside heated mirrosr. He mentioned it to me and I did not take the car, had he not mentioned it to me, I would have taken the car and would be very upset later. I have bought many cars and met many salemen and this is the first one I met who let me know that there are good and honest salemen. I respect him for his ethical conduct, my salesman was in the military and his action reflects the integrity, honesty and ethical conduct our military personnel have.

Review: COPY OF LETTER SUMMARIZING PROBLEM

MAY 6, 2015

RE: our 2005 E320 – major repair discrepancies May 6, 2015

[redacted]

Mercedes-Benz of [redacted]sdale / Phx Motor Co.

RE: our 2005 E320 – major repair discrepancies

Gentlemen:

We purchased the above car from [redacted] & [redacted] approx. 3 yrs ago…they are close friends of ours and long-time customers of yours as they took delivery of this car from your dealership Sept, 2004 (see attached invoice). A sincere service issue exists herein as I am very disappointed with your firm to the extent I expect a better resolution than what’s been offered thus far. Here’s a time line/summary of recent events to see if you concur:

? 3/18/2015 [redacted] delivered car to [redacted] for complete repair evaluation (see attached for diag summary).

? 3/20/2015 [redacted] called [redacted] to get the diagnosis over the phone. It was explained that the car needed front brakes/rotors and an airbag control module…[redacted] stated both repairs would be about $2100 and the eval fee would be applied to the invoice should we decide to have repairs completed by your dealership. She told [redacted] that this would resolve the issues. She did indicate other repairs, unrelated to the brakes and SRS, need to be addressed later (ref to tech’s written quote). [redacted] declined repairs at that time (to get another opinion).

? 3/23/2015 we picked up the car and gave the dealership a check for $145.

? After this Diag we had a Diag Trouble Code Report (different software I guess) completed with an independent Benz repair specialist. We did not provide your diag to him to maintain objectivity. He suggested that there may be an issue with the SBC system which was another big expense, however he was unsure if his software would be as accurate as an MB dealer could diagnose.

? 4/20 I spoke with [redacted] to ask for an explanation to the repairs needed and to request a copy of complete diag. I provided my email.

? 4/22 I did not receive that report yet, so I called [redacted] again…she confirmed she had my contact info, yet I still did not receive it. So the next day I called (she was unavailable) I asked to speak with a different advisor. This happened to be [redacted]…I asked him to become our service advisor. Subsequent to that phone call, he was much more responsive.

? 4/23 - [redacted] emailed me all the data your dealership had on the vehicle including the tech’s parts costs and labor hours allotted by MB.

? 4/28 - Spoke with [redacted] to bring the car in for repairs needed at this time (SRS, brakes) and confirmed that it would be $2135 as stated from the tech’s quote.

? 4/29 - I delivered the E320 to [redacted]. When I asked about applying the $145 towards the repairs, he said it was already discounted in the labor time for the Air Bag control module (this surprised me as most service techs don’t get involved in assuming discounts…and how would that tech know whether to cut an hour off from brake repair or a control module)? The bulk of our discussion centered around making sure that $2135 would completely repair the brakes and SRS system to the extent that when I picked up the car, the dash warning lights “brakes, proceed to workshop” and the SRS warning would no longer display. I informed [redacted] that my indep. tech suggested there was a possible issue with the SBC system, but [redacted] indicated that no tech brought that to his attention, nor did either of us see it in the eval. At this point, I’m left to believe that MB’s dealer software is smarter that the independent tech’s applications, after all I paid for this professional eval, compared to getting the other eval free. To summarize, I made it real clear to [redacted] that despite me not wanting to spend $2135 in repairs as indicated on the tech’s quote, that [redacted] & I are willing to do it as long as the SRS & brake warning lights are gone when I pick up the car. [redacted] gave me a loaner Benz to drive. He said it could be completed by 4/30. On 4/30 [redacted] called to say the wrong air bag control module was received and the repairs would be completed by Friday or Monday.

? 5/1 @ 5pm - [redacted] called to give me the “good news / bad news" – brakes are completed but you need follow on repairs…a pressure valve related to the SBC system and a passenger seat harness to allow the SRS to function properly”. He felt bad, contacted (texted) his boss, [redacted], to say they’re discounting my repair bill by 15% if I want to get the car repaired to the extent of my expectation, i.e. no warning lights for the brakes or SRS. I indicated it’s unacceptable, so he arranged a meeting with [redacted]. During that phone call, I told [redacted] that I would have never authorized $2100 in repairs to spend another $2000-$3000 just to get the warning lights off, much less spending thousands more for engine mounts, control rods, etc. later this year. I would think it’s standard protocol that [redacted] shared my sentiment with his boss including telling [redacted] that they can buy the car in lieu of expensive repairs and to be prepared to make me an offer Monday unless the new repair cost is agreed to.

? 5/4. I met with [redacted] & [redacted]. I summarized everything [redacted] and I already discussed. [redacted] was unwilling to finish repairing the job per my expectations due to the expense. I asked him for the offer to buy it “as is”, meaning I don’t pay for existing or future repair costs. He did not have that offer ready which surprised me since I asked [redacted] to have this ready when I arrived as an alternative if I’m not satisfied with the repair conversation. I returned 30 minutes later and [redacted] said your dealership would give me $4500. I told him I’d discuss with [redacted].

? 5/4 evening – emailed [redacted] & [redacted] accepting his offer, in fact I already had the title signed, notarized.

? 5/5 – 9am. [redacted] calls to tell me that [redacted] said that that offer was contingent on me paying existing repair bill. Subsequent to that, I phoned my attorney as I don’t like where this is heading.

? 5/5 – noon. I spoke to [redacted] where he defends his misunderstanding and he offers to split the existing bill 50/50 and then buy the car @ $4500. What ticks me off is that [redacted] said [redacted] never detailed our conversation (Friday May 1) with him, i.e. he allegedly was unclear that any offer to buy the vehicle was to completely negate the existing repair bill. I find this very puzzling that [redacted] needs to ask his boss to offer a 15% repair discount but that he never disclosed to his boss my utter frustration to the point that I’d entertain the dealership buy the car and I incur no repair costs to “save face” with my wife and I.

I’m being treated as if the car was never purchased from your dealership and that this is an outsider asking for your company to give me a special deal. The Tatelmans spent $55,000 (in 2004, today’s inflationary equivalent is over $65,000) and I see that between the MB warranty and non-warranty repairs that the Tatelmans spent a lot of maintenance $$ with your dealership for several years. This must account for a lot, it would in my business, but I’m not getting that client service feeling here.

5/6/2015, I returned the loaner as I’m traveling through 5/13…it’s not right for me to keep your car during what seems to be an impasse of a negotiation that should not require this much of my time.

Although there are several options, I see the 2 most practical are to either finish repairing this car for no more cost beyond $2135, such that all the warning lights are off so I can sell it in “good condition” (without safety concerns) or keep and drive it, or MB-[redacted]sdale buys it for $4500 with no out of pocket costs to me.

As I told both [redacted] and [redacted], I would not have spent $2135, yet thousands more proposed on our car had your dealership disclosed to us on the evaluation that it needed $X,XXX more than $2135 to fix the SRS & brakes. Your authorized MB repair techs and your dealership’s computers should have picked up all the issues as my independent tech found one that I fully disclosed in advance to [redacted]. With computer diagnostics as advanced as MB’s systems are, I cannot believe that your organization had no idea that a pressure valve and a seat harness were needed. After all, you pay big bucks for those systems to avoid issues like this. No one likes to be quoted one # and then be told it’s much more expensive. Agreed?

Where do you want to go from here? Your dealership did not make it this far with this type of service…I really don’t want to push more buttons and get nasty, but it’s your call.

Email or call my cell by 5/12 please with your disposition (no calls made)

5/18 – Left message for [redacted] after dialing [redacted] number

5/19 - called [redacted] again, she said [redacted] are out of state until 5/26. I proposed she email me with proposed phone appt.

NO call or emails from [redacted] or ** as of 6/17/2015

6/6 Delivered a second letter certified mail asking [redacted]sdale Mercedes to make a decision and contact me.

6/15 Emailed [redacted] & [redacted] separately:

As of 6/17 No call or Email from the dealershipDesired Settlement: As stated in my letters: Option 1) Finish the repairs to the extent that the all the dash warning lights are off when I pay $2135 for repairs Option 2) keep the car as is and pay me $4500 as agreed with NO out of pocket cost to me incurred.

The dealership can fix the car at its wholesale rates and sell it for a profit as the car has a KBB value ranging from $9,500 (trade-in value) to $10,500 in good condition (retail value).,

Consumer

Response:

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.

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.First, I have to correct [redacted], (listed as owner of the dealership on the dealership’s website, in addition to his role of corporate counsel) as he addressed my Revdex.com complaint to someone else.Next, after a complete disregard for the tens of thousands of dollars his dealership already received on this car’s original purchase and numerous repairs, Mr. [redacted] indicated above that I asked to repair “a light and a brake”. His service team knew to repair the SRS system such that the SRS light would no longer illuminate when I paid for the repairs, and to replace the front brake pads/rotors (plural) such that the brake warning light would no longer illuminate. That’s the truth…don’t undermine my directive.As for the bid to buy the car: my wife and I have already owned the car for about 30,000 miles, not “just buying it”. I requested that your dealership make an offer only after it became apparent that your company was going to be a typical used car repair shop and ask for more follow up repair work than agreed to. My agreement with your service team was simple: fix the SRS system and front brakes to the extent that the warninglights were no longer illuminating for $2135. When the service team stated it was going to cost over $2000 more to repair the agreed issues (oh wait, that’s the “generously discounted price), which was on May 1st after the repairs were made per your serviceadvisor, I felt that your company may prefer it entertain convert its high labor rates and part’s prices to an internal repair ticket charge (like taking in a trade in before selling it) and keep a customer happy and make a fair offer to buy it. You neglected to bring this fact to light in to your reply above. Although your service director grossly miscommunicated his offer (and yes that was “verbally talking” the offer to me…as if there is any other kind of talking per your letter). Your service director scoffed at even puttingin the “let’s split the difference to make the situation end” offer in an email, but congratulations in doing that much!I was not unhappy my car isn’t worth more, I was unhappy that your dealership played screw ball with me as the car and most of its warranty/service work from your company totaled over $65,000 from 2005 to 2010.I am still unhappy because you disregarded my letters, phone messages and emails until my attorney nudged you with a letter authorizing you to contact me and from this Revdex.com complaint…a total of six (6) weeks elapsed! And then Mr. [redacted] has the audacity to state in this Revdex.com reply, that “in the interest of customer satisfaction” Mr. [redacted] (your service director) offered to the split the bill once all the terms were discussed….to make up terms. I didn’t make up terms, I merely proposed new ones. You simply chose to NOT discuss them with me! My email to [redacted] was to confirm his offer (which I never accepted)! This is where your lack of communication started...no response after my May 6 letter asking for you to contact me by May 12. I spoke to Amber, your Exec Assistant, on 5/19 after leaving messages to contact me where unreturned (albeit you should have contacted me within a week of May 6 in “the spirit of client service”. I was the nice guy giving back your nice new loaner car on May 6 (driving it for less than one week) while my “126,000 mile used E320 Benz”, that was purchased from your dealership, sat in the hot sun only to discover out that you would continue to ignore me until June 19 once replying to one of my Emails and on June 22 finally responding to my Revdex.com complaint. How much faster would you have contacted me if I decided to keep the loaner car? Is that the type of customer satisfaction that allowed your family business to thrive?Why do you mention in this Revdex.com complaint/reply to inform me not to come in to your office? How sacred is it when your picture is proudly displayed on your website in the sales section? I did NOT barge in to Mr. [redacted]'s office. I was led and instructed by your staff exactly where your office was. I politely gave it to his assistant as I didn’t have an appointment with him at that time, but that did not stop his ego from not contacting me for six weeks.The letter / reply to Ms. [redacted] and to my email on June 19 said to “forget about all the work done on the SRS system, we will give Mr. [redacted] his car with the brakes fixed and forget about all the work we did on the SRS system so that the total bill he has to pay is what was quoted him (on misc. dates)”. After sharing this letter with a few service techs, their opinion was that your dealership “in good faith” was going to let me keep all the repairs made on/before May 4th and just ask me to pay for the brakes. Well, since the wording was vague, I discovered much to my surprise that you instructed your team to “un-repair” the air bag control module…great client satisfaction again once again Mr. [redacted]!And then to “add insult to injury” as of this date, I’m sick and tired of paying car insurance premiums AND not having use of my car for six (6) weeks. So I agreed to pay for the brakes and get the car but as soon as Ireached home, I realized that in my continued disdain in working with your service director and you, that your dealership did NOT honor your 2 service advisors’ (both agents for MB scottsdale) verbal agreement with my wife (first visit) and me (when dropping off the car for repairs) to deduct the $145 repair evaluation from the total repair charges. And as “corporate counsel” you should know that verbal agreements and written agreements are still AGREEMENTS! Therefore, for the first thing is that you owe me $145 immediately as agreed to! Unless you credit my American Express $145 by July 7th 2015 (a very lenient time frame) I will consider other actions. As well, you’re quick to point out in your reply above that you wanted to charge me $50/day in “storage fees” if I did not pay for my brake repair. You would have no basis for this Mr. [redacted]; if I kept the car there pastproper notice per your invoice disclaimers clearly state that the fee would have been $10/day. You may want to read the disclaimers that Mercedes provides on your Invoices. So I’m asking the Revdex.com and / or its agents, to “weigh in” and see if they agree with me, THE CUSTOMER! Mr. [redacted], You held on to my car for 6 (six) weeks doing absolutely nothing to contact me about my complaint after getting nowhere with [redacted] the service director. To summarize, it would be fair to give me $420 (non-use fees @ $10/day) in addition to the $145 evaluation reimbursement. A very fair price given all the crap you’ve put my wife and I through! To finish this reply with Revdex.com, I request that Mercedes Benz [redacted]sdale refund $665 of the invoice I just paid OR give me the SRS control module for an additional out of pocket "part price" of no more than $500, such that I can pay a different Benz dealer to do the work. This allows you to keep the $720 just paid and gets me the warranted module at / near a Benz dealer cost. Regards, [redacted]

Business

Response:

Business Requested Response to Not be Published.

My wife and I leased an E-350 from Benz of Scottsdale in 2014. The day we drove off the lot, the car started to violently shake and we had to immediately turnaround a get a loaner car. Since then, we have taken this car to their service center more than 10 times for various issues. A recent audio issue kept the car in their care for one-month. Now we just we've just taken the car back service today because it's now violently shaking AGAIN. I complained to Mercedes from the time we purchased the car there was an issue with this particular vehicle. So today, Mercedes offered a traded and assist. They made this offer after telling me the car is past the "LEMON LAW"

Great experience and friendly staff. Very accomodating to our concerns and our needs. Not forceful in trying to upsell us in buying more than needed.