Mercedes Benz of St. Louis

Complaint: [redacted]
I am rejecting this response because:
I'm still waiting on the general manager to reach out to me to discuss this complaint. 
Sincerely,
[redacted]

A new refund check was written for customer and picked up by customer at the dealership. Check cleared on March 6, 2018.

Initial Business Response /* (1000, 5, 2015/10/14) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@mbstl.com
The customer had their vehicle towed into our dealership while the store was closed. The customer was driving from out of town and left their...

vehicle with a plan to have their nephew drive it home to them the following weekend. We repaired the customer complaint that the vehicle was in service for over heating. The nephew picked the vehicle up and drove it home. He came back to the store later that day stating that we had damaged the bumper of this vehicle.
Our service manager reviewed the damage to the bumper guard with the nephew and said that we did not think that we did this, however, in order of good will we would offer to fix the damage that he was reporting. In order to get the nephew on the road and not delay him, as he was driving to deliver the vehicle, we said that it could be repaired at their local Mercedes-Benz dealer.
We got a quote from our body shop later to fix the damage that our service manager reviewed with the nephew in our service drive. The estimate from our body shop came to $144.35 to repair the bumper strip that was reviewed. Upon taking the vehicle to the customer's body shop in Indiana, we received a quote from them for $800.01 as well as photos of the damage. There was more damage in the photographs and put on the quote than what was discussed between our service manager and the nephew.
We stated that we would be happy to stand by our word of providing goodwill to fix the damage discussed with the nephew and offered $150 of goodwill to the customer for the repair reviewed in the service drive walk around by our service manager and the nephew. However, we would not pay for the damage that was not there when they both reviewed it that evening. We were offering the goodwill of $150 to the customer due to what our body shop had quoted us as the necessary repair upon review when it was brought back into our store. We were offering goodwill to the customer because she thought we did the damage, even though we do not believe the damage was done here by our team.