Mercedes-Benz of Silver Spring

I purchased the Mercedes [redacted] from Mercedes Benz of Silver spring in May-June In August I heard a grinding loud noise when pressing on the breaks in reverseI called the dealership, I was advised to bring the car inI was informed that the back breaks needed replacement, and the parts had to be orderedAfter one month without a call from the dealership, I called the dealer ship myself and I was informed to bring the car inThe back breaks were changed but the noise did not resolveI was then given a sheet stating that this problem has been going with some of the carsThey were not sure as to when Mercedes will come up with a resolutionI called the customer service number for Mercedes Benz, per the advice of the Branch manager in Silver springThis individual with the name of Lois informed me that there is nothing they could do, but give me a cash compensationI called the branch manager request a new car but he said they could notI week prior he informed me th

Hi ***, In response to [redacted] ***’s complaint: A few days after taking delivery of his new vehicle, the client brought this remote start issue to my attention The client showed me where he found literature on the Mercedes-Benz [redacted] website that the remote start feature is available on the ***, but then it also states that the model line availability is subject to change After doing some investigation and speaking to our [redacted] rep, I was informed that the [redacted] does not have the remote start feature through the [redacted] application This unfortunately means that the dealer cannot “fix” this problem I suggested that the client contact Mercedes-Benz customer support since this is technically a manufacturer issue I empathize with the client, and I am on his side, however this is not a situation where the dealership can add the feature or re-program something differently I would ask that this complaint be redirected to Mercedes-Benz USA since it is an issue with their vehicle and potential misinformation on their website We are here to support our client and his future service/warranty needs Steve G***General Sales ManagerMercedes Benz of Silver Spring8201www.mercedesbenzsilverspring.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Even though the website states that "Remote Start roll out is subject to change" it currently states that the feature is available on all [redacted] ModelsThe website has not changed since before I purchased the carFurthermore, when purchasing the car I confirmed availability with the sales rep who confirmed that the car I am purchasing does come with the remote start featureI would not have purchased the car without this confirmationIt has worked once or twice since I purchased the vehicle, which indicates that the car does have this featureIt is extremely disconcerting to have a purchased a car with a feature that is clearly advertised only to have it work onceI have spent countless hours with [redacted] Tech support and not once did they tell me that the car does not have this featureThe manner at which the car was sold is extremely frustratingSteve G [redacted] and his sales repshould have been honest with me regarding this feature and advise me that Mercedes-Benz is having issues with their Remote StartI feel that a compensation is in order as I purchased the vehicle with this non-functioning feature included in the priceIt is completely unacceptable for any organization to deceive its clients in such a manngerI am requesting for an After-market remote start system to be installed at the cost of the dealership and organization which has sold a product that does not operate as advertised Regards, [redacted] ***

On 06/29/2018, I [redacted] , Had My *** Mercedes Benz towed to [redacted] **My Vehicle would not start , and do to that issue the sunroof wouldnt close.Once the service department received my vehicle from the tow truck drop off.I then went to redeem a loaner vehicle After a week of having the loaner I was robbed at gun point for everything my cash credit cards , cars , Driver license , watch , chain and cell phone Also to mention my house keys other vehicle keys as well as the loaner key that belongs to Mercedes Benz Of Silver Spring.I was held responsible for the key even after them speaking to Detective [redacted] who was the one investigating my case.The Price that I was responisible to pay was $I was told I was responsible for the vehicle so I have to pay or go through my car insurance Well the dealer had the vehicle towed from where it was parked sense 07/06/the day of the robbery So I Understood that I was respo

I purchased the Mercedes *** *** from Mercedes Benz of Silver spring in May-June In August I heard a grinding loud noise when pressing on the breaks in reverseI called the dealership, I was advised to bring the car inI was informed that the back breaks needed replacement, and the parts had to be orderedAfter one month without a call from the dealership, I called the dealer ship myself and I was informed to bring the car inThe back breaks were changed but the noise did not resolveI was then given a sheet stating that this problem has been going with some of the carsThey were not sure as to when Mercedes will come up with a resolutionI called the customer service number for Mercedes Benz, per the advice of the Branch manager in Silver springThis individual with the name of Lois informed me that there is nothing they could do, but give me a cash compensationI called the branch manager request a new car but he said they could notI week prior he informed me th

Buyer beware! Mercedes Certified Pre owned from *** *** silver spring md obviously means that your vehichle can be involved in an accident and be repaired with bondo and still be sold as a certified pre owned vehicle.I own a beautiful sand before I made the purchase I specifically stated to mr ray g*** sales mananger at Mercedes of silver spring I didn't want a vehicle that's been in accident.I made trips from Raleigh nc to finally make a purchase.30k miles later when I install custom wheels I'm informed by the sales guy who prior job for many years was body work.he proceeds to show me the difference in factory work and repaired work.Immediately Im ***! liars at MercedesI contacted Mercedes corporate office, zero help there, I drove back to the dealership in Maryland and showed the general mananger the rear panel that's full of ***the Gm response is some cars are damaged in shipping and repairedthis vehicle was checked for accident reports on different occasi

*** ***We're sorry that your experience thus far has failed to meet all of our mutual expectationsWe have been advised by Mercedes Benz USA (***) that the arrival of the COMAND/radio unit is now imminentIt has been on backorder with Germany awaiting shipment of the COMAND from the vendor
that supplies these units to MercedesWhile we were able to diagnose the fault with another unit through substitution for test purposes, this is not a viable long term solutionYour COMAND unit is more than a radio tuner & navigation module, it is an integrated control module in the vehicle's computer network that is specifically programrned for the exact vehicle for which it was builtThe request for a permanent swap of a unit from another vehicle was ruled out by Service Engineering because of this concern, not from a lack of desire, We regret being unable to honor your request.While your case does not qualify for repurchase as determined by ***, we will continue to work diligently with them to repair your vehicle as soon as the part is available to usWe will also continue to lobby *** on your behalf for a gesture of compensation for your loss of use and inconvenienceThe extent of this gesture is always based on the final outcome on a case by case basisWe ask for your continued patience until the repairs have been completed and we are able to obtain fair resolution for you

*** ***'s vehicle was brought to Mercedes Benz of Silver Spring with a complaint of multiple buttons peeling inside on the steering wheel, window switches and center console (command unit)*** *** *** (not Mercedes Benz of Silver Spring) has determined the nature of that failure
is caused by outside influence and not a defect in material or workmanshipConsequently, the repairs would not be covered by Mercedes Benz warranty or the Certified Pre Owned warranty*** *** *** agreed to cover the steering wheel buttons and window switch buttons (with some participation by Mercedes Benz of Silver Spring) strictly as a "goodwill” gesture but declined to replace the command unitSince *** *** *** is responsible for reimbursement of warrantable repairs, the decision of coverage is strictly their responsibility, and not that of Mercedes Benz of Silver Spring.In Summation, *** ***'s vehicle is a certified pre owned car (not purchased at Mercedes Benz of Silver Spring)It was at the dealer for an extended period as the customer and the dealer were in contact with *** *** *** for potential coverage*** *** was given the use of a Mercedes Benz loaner vehicle as a courtesy by Mercedes Benz of Silver Spring*** is the sole determining factor of coverage and not Mercedes Benz of Silver Spring.Adam R**Service DirectorMercedes Benz of Silver Spring***

will defer to my previous statement, that this is an issue *** *** needs to take up with *** Myself and Mercedes-Benz of Silver Spring are on the clients side, and agree that there is confusing information on the *** website I hope that by filing a complaint against *** he can find some resolution to his issue We strive to deliver top notch customer service every time, and I am sorry that we haven’t been able to meet *** ***’s expectations. Thank you, Steve G***

On 06/29/2018,
I *** *** , Had My *** Mercedes Benz towed to *** *** *** ** **My Vehicle would not start , and do to that issue the sunroof wouldnt close.Once the service department received my vehicle from the tow truck drop off.I then went to redeem a loaner vehicle After a week of having the loaner I was robbed at gun point for everything my cash credit cards , cars , Driver license , watch , chain and cell phone Also to mention my house keys other vehicle keys as well as the loaner key that belongs to Mercedes Benz Of Silver Spring.I was held responsible for the key even after them speaking to Detective *** who was the one investigating my case.The Price that I was responisible to pay was $I was told I was responsible for the vehicle so I have to pay or go through my car insurance Well the dealer had the vehicle towed from where it was parked sense 07/06/the day of the robbery So I Understood that I was respo

This is in response to your Correspondence dated August 10, 2017, a Copy of which is attached, Concerning a complaint from [redacted] purchased a 2010 Merced Benz from us in July 2013.We are sorry we have not been able to satisfy the concerns raised by [redacted] and we would...

like to further explain the matter. Prior to being offered for sale, all pre-owned vehicles must pass a comprehensive safety inspection and all needed repairs and maintenance are performed to produce a quality used car that we are proud of and can stand behind. Additionally, the carpurchased by [redacted] was inspected for and metall Mercedes-Benz standards required in order to be represented as MercedesBenz Certified Pre-Owned. We reject any vehicle for sale that shows any sign of a significant prior accident including any sign of potential structural damage.Upon inspection, it is not always possible to determine if a vehicle has sustained minor prior damage if the repair was performed well. Over time, a very high percentage of vehicles sustain some type of damage, which may have been minor, which requires some sort of paint repair. We did not perform the body or paint work that [redacted] described.While our policy is to disclose all known prior damage, for these reasons, minor prior damage is not required to be disclosed under Maryland law and does not disqualify the car from meeting MercedesBenz Certified Pre-Owned standards. In addition to the visual inspection, we obtain a [redacted] vehicle history report for further due diligence. The [redacted] report on this vehicle, which was provided to the Customer at time of Sale, shows no reported prior accident history. In fact, [redacted] still does not show any prior accident history on this car. Insurance repairs are reported to [redacted], however, if the repair was not part of an insurance claim, it may not have been reported to [redacted]. Our conclusion is the former owner was involved in a very minor accident and had the repair completed without involving their insurance Company,Our General Manager looked at the car with [redacted] recently and he reports the repair appears to have been very minor and that the work was very well done. We do not believe the work involved the use of any significant body filler, if any at all. While we believe We followed all proper protocols, we even offered to purchase the car from [redacted] at a price above the current market value of the vehicle, which [redacted] declined.We followed all of the proper protocol to ensure the car had not sustained any significant prior damage. As described, minor damage is not always easily detectable and we did not know or should have known of this repair. [redacted] indicates he feels we should have disclosed this prior repair, however, no one can disclose something they do not know about. Additionally, Maryland law does not require the disclosure. [redacted] is requesting to be refunded for the diminished value of the vehicle. While we do not believe the car's value is effected as this repair was exceptionally well done, we had previously offered [redacted] $500 as goodwill which he declined.If you would like to discuss this further, please feel free to contact our Division President, Dennis Turnbaugh at d [redacted] (G) [redacted].com or ###-###-####.Dennis *. T[redacted] Division President

Hi [redacted], In response to [redacted]’s complaint: A few days after taking delivery of his new vehicle, the client brought this remote start issue to my attention.   The client showed me where he found literature on the Mercedes-Benz [redacted] website that the remote start feature is...

available on the 2016 [redacted], but then it also states that the model line availability is subject to change.  After doing some investigation and speaking to our [redacted] rep, I was informed that the [redacted] does not have the remote start feature through the [redacted] application.  This unfortunately means that the dealer cannot “fix” this problem.  I suggested that the client contact Mercedes-Benz customer support since this is technically a manufacturer issue.   I empathize with the client, and I am on his side, however this is not a situation where the dealership can add the feature or re-program something differently.  I would ask that this complaint be redirected to Mercedes-Benz USA since it is an issue with their vehicle and potential misinformation on their website.  We are here to support our client and his future service/warranty needs.    Steve G[redacted]General Sales ManagerMercedes Benz of Silver Spring301 890 3030301 890 8201www.mercedesbenzsilverspring.com

Dr. [redacted]'s car was inspected by Mercedes Benz of Silver Spring on 10/12/16 with 11160 miles with a brake noise concern. Upon verifying the concern, additional research revealed that Mercedes Benz USA is aware of the situation and is working on a solution. As of 12/20/16, no counter measure has...

been released by Mercedes Benz USA. Mercedes Benz of Silver Spring has visually inspected the vehicle to verify that all components are installed correctly and operating properly. The brake system is does create noise, only when cold and only when backing, but does not compromise the safety of the vehicle. Dr. [redacted] is aware of the situation and will be made aware as soon as a countermeasure part is available.Adam R**Service Director Mercedes Benz of Silver Spring[redacted]###-###-####

Hi [redacted], In response to [redacted]’s complaint: A few days after taking delivery of his new vehicle, the client brought this remote start issue to my attention.   The client showed me where he found literature on the Mercedes-Benz [redacted] website that the remote start...

feature is available on the 2016 [redacted], but then it also states that the model line availability is subject to change.  After doing some investigation and speaking to our [redacted] rep, I was informed that the [redacted] does not have the remote start feature through the [redacted] application.  This unfortunately means that the dealer cannot “fix” this problem.  I suggested that the client contact Mercedes-Benz customer support since this is technically a manufacturer issue.   I empathize with the client, and I am on his side, however this is not a situation where the dealership can add the feature or re-program something differently.  I would ask that this complaint be redirected to Mercedes-Benz USA since it is an issue with their vehicle and potential misinformation on their website.  We are here to support our client and his future service/warranty needs.    Steve G[redacted]General Sales ManagerMercedes Benz of Silver Spring301 890 3030301 890 8201www.mercedesbenzsilverspring.com

Mrs. [redacted] recently purchased the vehicle in question and brought it to Mercedes Benz of Silver Spring for diagnosis of the supplemental restraint system and an engine performance issue. Upon inspection, Mercedes Benz of Silver Spring discovered the car is considered by Mercedes Benz USA as a total...

loss based on previous damage, and had multiple issues stemming from attempts to repair the vehicle. One issue is a frame that has been damaged and welded. Mrs. [redacted] was shown the damage and sub-standard repairs that were made to the car prior to her purchase. She has decided to return the vehicle to the selling dealer for compensation. Mercedes Benz of Silver Spring completed the inspection and diagnosis of the vehicle at no charge to Mrs. [redacted]. As of now, Mrs. [redacted] is in possession of her vehicle and we at Mercedes Benz of Silver Spring consider this matter closed.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Respectfully, there is a difference in telling a customer the reason for the peeling in the vehicle was due to "lotion or something" they may be putting on their hands to what is considered an outside influence.  Mr R** is correct, I did not purchase the vehicle in from the Silver Spring dealership; but does that mean service is only considered/rendered based on that...I had to ask on three occasions to forward my warranty request for determination because they did not want to.  Regardless of previous experiences, if I as a customer make a request on a vehicle that is not even three years old to be considered, I should've been accommodated.  Your focus was on the cost; not the consumer.  I stating this because it was brought to my attention that it would not be replaced because it cost $5000.  Additionally, I was given a loaner (which was thrown in my face) that was not equivalent to what I own...that wasn't even equipped with GPS.  Please allow me to move forward to the day I returned to pick up my vehicle.  I sat at the service representative desk for 15 minutes waiting for him.  I had to hunt down my own paperwork, because Michael was not where to be found.  I was walked past and overlooked.  Even when he "realized I was there because the cashier asked him for my paperwork, he did not address me.  I was less than a foot from him.  "At no point when I entered the building after leaving the garage was I greeted, addressed or spoken to reference my vehicle.  Not a "[redacted] per our conversation...regrettably we couldn't work something out....thank you for trusting us with your vehicle"...nothing.   NOT ONE WORD!  Mr. R**'s office has glass windows and can see me from where he was.  No one even offered to ask if I can be help.  Disrespectful and unprofessional is how I would describe my encounter.  Even if we could not come to an agreement, respect me enough to address me as a person.  The batter on my key fob wasn't even replaced.  Disgusted!  People do not pay that kind of money for a luxury vehicle to be have to deal with that kind of treatment.  I have filed a grievance with Mercedes Benz Corporate and will also file a grievance with the [redacted] installation to ensure Soldier are made aware before considering conducting business with them.     
Regards,
[redacted]  [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Even though the website states that "Remote Start roll out is subject to change" it currently states that the feature is available on all 2016 [redacted] Models. The website has not changed since before I purchased the car. Furthermore, when purchasing the car I confirmed availability with the sales rep who confirmed that the car I am purchasing does come with the remote start feature. I would not have purchased the car without this confirmation. It has worked once or twice since I purchased the vehicle, which indicates that the car does have this feature. It is extremely disconcerting to have a purchased a car with a feature that is clearly advertised only to have it work once. I have spent countless hours with [redacted] Tech support and not once did they tell me that the car does not have this feature. The manner at which the car was sold is extremely frustrating. Steve G[redacted] and his sales rep. should have been honest with me regarding this feature and advise me that Mercedes-Benz is having issues with their Remote Start. I feel that a compensation is in order as I purchased the vehicle with this non-functioning feature included in the price. It is completely unacceptable for any organization to deceive its clients in such a mannger. I am requesting for an After-market remote start system to be installed at the cost of the dealership and organization which has sold a product that does not operate as advertised.
Regards,
[redacted]