Purchased a preowned vehicle with 6k miles that was sold in writing as being in excellent condition and inspected by MB techniciansUnfortunately ended up with two bad side mirrors and motors, peeling dashboard trim, and faulty brake pads and rotorsTotal repair was in excess of $MB of Sugarland refused to rectify the problemEven provided them with a written estimate from another authorized dealershipBoth managers refused to helpI would not recommend buying from this dealership as their business practices are unethical
We are very sorry to hear about the concernsWith regard to the damage acquired in the [redacted] car wash, Mercedes-Benz of Sugar Land is not responsible for any further repairs to the bumper on the vehicleAs previously shared with the client in conversations with our staff, our gesture of client dedication was demonstrated in the repair to the bumper following the purchase from us in November We exceeded our responsibility by repairing body damage found after the sale., but unfortunately we cannot take any further responsibility for any damages that could have occurred in the months since she has owned the vehicle Thank youMatt *** Client Experience
From: [redacted] Sent: Tuesday, April 29, 2: PMTo: drteamCc: [redacted] ***Subject: FW: Revdex.com Response - ***Importance: High In reference to complaint# [redacted] Mr [redacted] came in to Mercedes-Benz of Sugar Land on 3/21/to have a power steering fluid exchange service performed as well as re-securing the engine cover and installation the customer supplied headlamp bulbs A couple of days later, the client came back into the service department indicating he was having a problem with the engine temperature fluctuatingUpon inspection, we determined the engine cooling fan was not operating properly and obtained authorization from the clients extended warranty company for replacement Shortly after the repair, the client contacted [redacted] indicating the right headlamp was out of adjustment and pointing very low Replacement of the headlamp bulbs would not alter the aim of the headlight patternAs a courtesy, [redacted] had a technician manually adjust the right headlamp higher but ultimately is was determined that the vehicle had a faulty headlamp adjustment motor(The invoices for these services are attached.) The headlamp adjustment motor is located inside the headlamp assembly and in no way was removed during any of the repairs performed here at Mercedes-Benz of Sugar LandHowever, we understand the correlation being made between the faulty light mechanism after receiving notice regarding the headlight covers being left offThis created a concern for the client which we pursued immediately with Mr [redacted] We re-scheduled Mr [redacted] back in our dealership for the repair in order to reestablish the trust and confidence Upon arrival for his appointment last week, Mr [redacted] made it known to our staff that he already had the right lamp motor repaired at Mercedes-Benz of Greenway and requested now that his left lamp be repaired to off-set what would’ve been the cost of the right oneAfter further review it was clear that the aesthetics of the parts were important to Mr***, as the lamp had faded over time but was in fact working properly As promised though, we delivered and installed a new lamp and now aesthetically both match His services have been completed and his vehicle returned to him in better condition than it was previously, including the two new headlamp motors that each of the respective dealerships compensated him for After further research and according to CARFAX, Mr***’s vehicle has recently been reported to have been previously in an accident one which required the vehicle having to be towed away(See attached CARFAX report)Further review would be needed to determine the extent of the damage but if this vehicle was involved in a front end collision, which may possibly explain the problem Mr [redacted] had with the headlamp motor
I purchased my Mercedes from themBecause I wrote a neg review a yr ago because I had a bad experience with my service advisorI later retracted the neg review because the prob I had was resolved however my husband was scheduling service on it and we were Rudely turned awayI appalled they can treat good paying customers that way who infact bought the car thereSpeechless
Revdex.com: This letter is to inform you that Mercedes-Benz of Sugarland has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/11/11:07:PM and assigned ID [redacted] .If we have any future issues I will notify you Regards, [redacted]
Sent: Thursday, December 17, 11:AMSubject: RE: Houston Revdex.com Complaint Record Restoration Mercedes-Benz of Sugarland Per complaint ID ***, we recommended the client
visit a local Infiniti dealership since we do not program/sell other luxury brand keysThe vehicle was sold with one key availableMatter resolvedD Brown Vice President of Marketing
Sent: Thursday, May 15, 4:PMTo: drteamCc: *** ***Subject: Complaint # ***Importance: High
Dear Revdex.com,
We agreed to offer assistance to the client as a goodwill gesture due to his relationship with us as a client of our dealership. We were not accepting responsibility for, nor in fact did we create, the problem with the headlamp motor on the right front headlight assembly. As noted by the client, the intended customer goodwill gesture was not received well
All parties involved (namely the Revdex.com and the client), must understand that the installation of the aftermarket headlight bulbs in which the client provided to us in no way was the cause of the right headlamp motor failing on the vehicle. More specifically, the process for installing the bulbs only requires popping loose the access port covers to the bulbs and in no way puts one in physical contact with the headlamp motor as would be alleged by the client in suggesting that we damaged the motor. The headlamp motors are deep inside the headlamp assembly and cannot be reached as easily as one would think based on the clients implications Since the motor is positioned where it cannot be accessed inside the headlamp assembly the entire headlamp assembly must be replaced if the motor does become inoperative.
The replacement of the left front headlamp motor was offered as an attempt to settle this amicably and put it behind us since the right front headlamp assembly had already been replacedThe client was contacted by the customer care rep and was unable to reach the client until the 2nd attemptIt wasn’t until this attempt that we learned that the client had the right headlamp repaired at Mercedes-Benz of Greenway and informed us that he had an appointment the same day to have the left headlamp replaced
We honored our commitment made to the customer and replaced the left front headlamp assembly knowing that we did not cause any harm but acted in goodwillWe would also point out that the customer failed to acknowledge why CarFax is reporting an accident involving the vehicle that required the vehicle to be towed and very possibly, if the front end of the vehicle was involved, could be a source of why the headlamp motor may have experienced a failure at some point later. Regardless, the fact remains that the installation of the headlight bulbs in no way adversely affected the headlamp motor
It is our respectful request that the Revdex.com take the appropriate action to indicate that our company went above and beyond to assist our customer for something we had no responsibility in creatingWe ask that the Revdex.com refrain from continuing to act as the legal representative on behalf of the customer in his attempt to now extort money from our company in return for his closing the complaint (the closing of which the customer had in fact previously indicated he would do after we replaced the left headlamp assembly)As we stated before, any further attempts by the client to extort repairs or reimbursement for his time will not be considered
*** ***
Customer Experience Manager
We are disappointed to hear about this complaintIt has
been our objective from the moment we heard of the issue to
rectify the situationThe customer came in for service at our dealership on
his GL-April 21, At a later date the customer came by and
we
inspected the vehicle together and he asked that we pay to recoat the vehicle
with a special treatment due to a “free car wash” on his original service date
in AprilThe client informed us that the cost would be $dollars to recoat
the vehicle because it had been in an accident and needed other areas treated
which would be covered by an insurance claimAt that time I agreed to pay the
$dollars to recoat the vehicle as a goodwill gesture
Over two and a half months later the customer supplied me
with an invoice that included a quote with additional services not a part of
our original agreement that stated we would cover the CQuartz recoat onlyI
instructed the vendor and the client that we would pay the agreed upon $
dollar charge but nothing moreWe have fulfilled our agreement with the customer and
hand delivered the $dollar check to the vendor. Any additional services purchased are the
customers responsibility Thank youSteve S***
Vice President of Fixed Operations
Mercedes-Benz of Sugar Land
We are very sorry to hear
about the concerns. With regard to the damage acquired in the [redacted] car
wash, Mercedes-Benz of Sugar Land is not responsible for any further repairs to
the bumper on the vehicle. As previously shared with the client in conversations with...
our
staff, our gesture of client dedication was demonstrated in the repair to the
bumper following the purchase from us in November 2014. We exceeded our
responsibility by repairing body damage found after the sale., but
unfortunately we cannot take any further responsibility for any damages that
could have occurred in the 9 months since she has owned the vehicle.
Thank you.
Matt [redacted]
Client Experience
Purchased a preowned vehicle with 6k miles that was sold in writing as being in excellent condition and inspected by MB technicians. Unfortunately ended up with two bad side mirrors and motors, peeling dashboard trim, and faulty brake pads and rotors. Total repair was in excess of $1000.00. MB of Sugarland refused to rectify the problem. Even provided them with a written estimate from another authorized dealership. Both managers refused to help. I would not recommend buying from this dealership as their business practices are unethical.
Revdex.com:
This letter is to inform you that Mercedes-Benz of Sugarland has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/11/2015 11:07:47 PM and assigned ID [redacted].If we have any future issues I will notify...
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. [Provide details of why you are not satisfied with this resolution.]
Mercedes Benz of Sugar Land agreed to fix my car because they acknowledged that they sold me a car with a glued together front end. They NEVER fixed the car. They re glued the bumper and passed it off to me as if it had been properly repaired. I would have never purchased a car in that condition if I had been aware. Their sales practice and repair practice we completely fraudulent.
Regards,
Sent: Thursday, December 17, 2015 11:06 AMSubject: RE: Houston Revdex.com Complaint Record Restoration Mercedes-Benz of Sugarland Per complaint ID [redacted] we repaired the...
client’s vehicle at no cost. Matter resolved. Derek M. B[redacted]
Vice President of Marketing Mercedes-Benz of Sugar Land * [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.
Dear Revdex.com,
In the previous message concerning the installation of the bulbs Mercedes Benz of Sugarland specifically stated the following:
“More specifically, the process for installing the bulbs only requires popping loose the access port covers to the bulbs”
Proper installation of headlamp bulbs in the Mercedes Benz 2009 C63 requires much more work than only popping loose the access port covers to the bulbs. If it were only this simple I would have done the work myself.
Proper installed of the headlamp unit is outlined in procedure AR82.10-P-1201CW labeled “Remove/install bulbs of headlamp unit” issued by Mercedes and attached to this email states in step 4:
Remove left front lamp unit (E1) or right from lamp unit (E2)
Step 4 refers the installer to the procedure AR82.10-P-4730CW labeled Remove/install lamp unit. Key steps from AR82.10-P-4730CW include
Step 4.1 Detach front bumper AR88.20-P-2000CW
Step 4.2 Remove front bumper AR88.20-P-2000CW
The procedure that these refer to is AR88.20-P-2000CW labeled Remove/install of front bumper:
In this procedure one must remove the radiator grille, detach left and right fender liner, disconnect multiple electrical units, remove front engine compartment paneling amongst other steps.
As one can see the procedure for installing the lamp bulb is not as simple as “popping loose the access port covers to the bulbs.” This shows that Mercedes Benz of Sugarland did not following procedures as outlined by the manufacturer and as a result damaged the headlamp unit. I have attached all procedures mentioned.
In addition to the original malpractice of the procedure outlined previously, Mercedes Benz of Sugarland service technicians returned the car back to me with the aforementioned access port covers loose when trying to remedy damage that they caused. These loose access port covers could have caused a malfunction of the engine and killed passengers and myself had an explosion or wreck been the result.
These issues will be brought to the manufacturer’s attention and a civil suit will be filed unless Mercedes Benz of Sugarland chooses to take responsibility and fulfill the requests.
As before, in order to resolve the complaint I am requesting the following:
1) Directly reimburse Charles Dusek for the deductible paid of $500 to Mercedes Benz Greenway for replacement and service of the right headlamp of Charles Dusek's 2009 C63 Mercedes
2) Monetary compensation for lost work time (8 hours x $100/hr = $800) paid directly to [redacted]
Sincerely,
[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. I just don't get it when Steve S[redacted] says "Free Car Wash", when the sign posted in the vehicle says "DO NOT WASH THE CAR WITHOUT OWNERS WRITTEN PERMISSION". Don't know if he ever knows that. Secondly when he says that we agreed for recoat, he needs to know that I am not the detailer that performs the recoat. Somebody else does that and he can give an exact quote based on inspecting the vehicle, which they found that a stage 2 paint correction was required. I as a customer did not purchase any additional services from the detailer and expect the dealer to pay it. Dealer is solely responsible for the entire amount for the paint correction and also the CQuartz Finest recoat, it was me who was considerate enough to collect a part of the recoat amount from the insurance company where in my vehicle was involved in an accident at a much later date than the dealer visit. Steve S[redacted] response is absolutely ridiculous and does not make any sense.
Regards,
[redacted]
From: [redacted] Sent: Tuesday, April 29, 2014 2:55...
PMTo: drteamCc: [redacted]Subject: FW: Revdex.com Response - [redacted]Importance: High
In
reference to complaint# [redacted]
Mr. [redacted] came
in to Mercedes-Benz of Sugar Land on 3/21/14 to have a power steering fluid
exchange service performed as well as re-securing the engine cover and
installation the customer supplied headlamp bulbs. A couple of days
later, the client came back into the service department indicating he was
having a problem with the engine temperature fluctuating. Upon inspection, we
determined the engine cooling fan was not operating properly and obtained
authorization from the clients extended warranty company for replacement.
Shortly after
the repair, the client contacted [redacted] indicating the right headlamp was
out of adjustment and pointing very low. Replacement of the headlamp
bulbs would not alter the aim of the headlight pattern. As a courtesy, [redacted] had
a technician manually adjust the right headlamp higher but ultimately is was
determined that the vehicle had a faulty headlamp adjustment motor. (The
invoices for these services are attached.)
The headlamp
adjustment motor is located inside the headlamp assembly and in no way was
removed during any of the repairs performed here at Mercedes-Benz of Sugar
Land. However, we understand the correlation being made between the faulty
light mechanism after receiving notice regarding the headlight covers being
left off. This created a concern for the client which we pursued immediately
with Mr. [redacted] We re-scheduled Mr. [redacted] back in our dealership for the repair
in order to reestablish the trust and confidence.
Upon arrival
for his appointment last week, Mr. [redacted] made it known to our staff that he
already had the right lamp motor repaired at Mercedes-Benz of Greenway
and requested now that his left lamp be repaired to off-set what would’ve been
the cost of the right one. After further review it was clear that the
aesthetics of the parts were important to Mr. [redacted], as the lamp had faded over
time but was in fact working properly. As promised though, we delivered
and installed a new lamp and now aesthetically both match.
His services have been completed and his vehicle returned to him in better
condition than it was previously, including the two new headlamp motors that
each of the respective dealerships compensated him for.
After further
research and according to CARFAX, Mr. [redacted]’s vehicle has recently been
reported to have been previously in an accident one which required the vehicle
having to be towed away. (See attached CARFAX report). Further review would be
needed to determine the extent of the damage but if this vehicle was involved
in a front end collision, which may possibly explain the problem Mr. [redacted] had
with the headlamp motor.
I purchased my Mercedes from them. Because I wrote a neg review a yr ago because I had a bad experience with my service advisor. I later retracted the neg review because the prob I had was resolved however my husband was scheduling service on it and we were Rudely turned away. I appalled they can treat good paying customers that way who infact bought the car there. Speechless
I have called the client Mr. [redacted] and left him a message ([redacted]) stating we would give him a complimentary diagnosis. The client had his vehicle towed in on 5/17/14 telling the ASM [redacted] the vehicle has been sitting...
for two years. The vehicle came in for a no start issue. The battery was replaced and the technician stated there was no fuel pressure so we replaced the fuel pump and filter. Then the codes showed that the crankshaft sensor, and one two front wheel speed senors. After replacing the sensor and the fuel pump, the client picked up the vehicle and halfway down the street the vehicle the ESP light was flashing. The client came back and the vehicle has been in our shop since 6/7/14. The Service Director [redacted] and the client's service advisor [redacted] [redacted] will keep the client updated while the vehicle is being diagnosised. During which time the client will continue to utilize the courtesy vehicle extended to him on 6/7/14.
Purchased a preowned vehicle with 6k miles that was sold in writing as being in excellent condition and inspected by MB techniciansUnfortunately ended up with two bad side mirrors and motors, peeling dashboard trim, and faulty brake pads and rotorsTotal repair was in excess of $MB of Sugarland refused to rectify the problemEven provided them with a written estimate from another authorized dealershipBoth managers refused to helpI would not recommend buying from this dealership as their business practices are unethical
We are very sorry to hear about the concernsWith regard to the damage acquired in the [redacted] car wash, Mercedes-Benz of Sugar Land is not responsible for any further repairs to the bumper on the vehicleAs previously shared with the client in conversations with our staff, our gesture of client dedication was demonstrated in the repair to the bumper following the purchase from us in November We exceeded our responsibility by repairing body damage found after the sale., but unfortunately we cannot take any further responsibility for any damages that could have occurred in the months since she has owned the vehicle Thank youMatt *** Client Experience
From: [redacted] Sent: Tuesday, April 29, 2: PMTo: drteamCc: [redacted] ***Subject: FW: Revdex.com Response - ***Importance: High In reference to complaint# [redacted] Mr [redacted] came in to Mercedes-Benz of Sugar Land on 3/21/to have a power steering fluid exchange service performed as well as re-securing the engine cover and installation the customer supplied headlamp bulbs A couple of days later, the client came back into the service department indicating he was having a problem with the engine temperature fluctuatingUpon inspection, we determined the engine cooling fan was not operating properly and obtained authorization from the clients extended warranty company for replacement Shortly after the repair, the client contacted [redacted] indicating the right headlamp was out of adjustment and pointing very low Replacement of the headlamp bulbs would not alter the aim of the headlight patternAs a courtesy, [redacted] had a technician manually adjust the right headlamp higher but ultimately is was determined that the vehicle had a faulty headlamp adjustment motor(The invoices for these services are attached.) The headlamp adjustment motor is located inside the headlamp assembly and in no way was removed during any of the repairs performed here at Mercedes-Benz of Sugar LandHowever, we understand the correlation being made between the faulty light mechanism after receiving notice regarding the headlight covers being left offThis created a concern for the client which we pursued immediately with Mr [redacted] We re-scheduled Mr [redacted] back in our dealership for the repair in order to reestablish the trust and confidence Upon arrival for his appointment last week, Mr [redacted] made it known to our staff that he already had the right lamp motor repaired at Mercedes-Benz of Greenway and requested now that his left lamp be repaired to off-set what would’ve been the cost of the right oneAfter further review it was clear that the aesthetics of the parts were important to Mr***, as the lamp had faded over time but was in fact working properly As promised though, we delivered and installed a new lamp and now aesthetically both match His services have been completed and his vehicle returned to him in better condition than it was previously, including the two new headlamp motors that each of the respective dealerships compensated him for After further research and according to CARFAX, Mr***’s vehicle has recently been reported to have been previously in an accident one which required the vehicle having to be towed away(See attached CARFAX report)Further review would be needed to determine the extent of the damage but if this vehicle was involved in a front end collision, which may possibly explain the problem Mr [redacted] had with the headlamp motor
I purchased my Mercedes from themBecause I wrote a neg review a yr ago because I had a bad experience with my service advisorI later retracted the neg review because the prob I had was resolved however my husband was scheduling service on it and we were Rudely turned awayI appalled they can treat good paying customers that way who infact bought the car thereSpeechless
Revdex.com: This letter is to inform you that Mercedes-Benz of Sugarland has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/11/11:07:PM and assigned ID [redacted] .If we have any future issues I will notify you Regards, [redacted]
Sent: Thursday, December 17, 11:AMSubject: RE: Houston Revdex.com Complaint Record Restoration Mercedes-Benz of Sugarland Per complaint ID ***, we recommended the client
visit a local Infiniti dealership since we do not program/sell other luxury brand keysThe vehicle was sold with one key availableMatter resolvedD Brown Vice President of Marketing
Sent: Thursday, May 15, 4:PMTo: drteamCc: *** ***Subject: Complaint # ***Importance: High
Dear Revdex.com,
We agreed to offer assistance to the client as a goodwill gesture due to his relationship with us as a client of our dealership. We were not accepting responsibility for, nor in fact did we create, the problem with the headlamp motor on the right front headlight assembly. As noted by the client, the intended customer goodwill gesture was not received well
All parties involved (namely the Revdex.com and the client), must understand that the installation of the aftermarket headlight bulbs in which the client provided to us in no way was the cause of the right headlamp motor failing on the vehicle. More specifically, the process for installing the bulbs only requires popping loose the access port covers to the bulbs and in no way puts one in physical contact with the headlamp motor as would be alleged by the client in suggesting that we damaged the motor. The headlamp motors are deep inside the headlamp assembly and cannot be reached as easily as one would think based on the clients implications Since the motor is positioned where it cannot be accessed inside the headlamp assembly the entire headlamp assembly must be replaced if the motor does become inoperative.
The replacement of the left front headlamp motor was offered as an attempt to settle this amicably and put it behind us since the right front headlamp assembly had already been replacedThe client was contacted by the customer care rep and was unable to reach the client until the 2nd attemptIt wasn’t until this attempt that we learned that the client had the right headlamp repaired at Mercedes-Benz of Greenway and informed us that he had an appointment the same day to have the left headlamp replaced
We honored our commitment made to the customer and replaced the left front headlamp assembly knowing that we did not cause any harm but acted in goodwillWe would also point out that the customer failed to acknowledge why CarFax is reporting an accident involving the vehicle that required the vehicle to be towed and very possibly, if the front end of the vehicle was involved, could be a source of why the headlamp motor may have experienced a failure at some point later. Regardless, the fact remains that the installation of the headlight bulbs in no way adversely affected the headlamp motor
It is our respectful request that the Revdex.com take the appropriate action to indicate that our company went above and beyond to assist our customer for something we had no responsibility in creatingWe ask that the Revdex.com refrain from continuing to act as the legal representative on behalf of the customer in his attempt to now extort money from our company in return for his closing the complaint (the closing of which the customer had in fact previously indicated he would do after we replaced the left headlamp assembly)As we stated before, any further attempts by the client to extort repairs or reimbursement for his time will not be considered
*** ***
Customer Experience Manager
We are disappointed to hear about this complaintIt has
been our objective from the moment we heard of the issue to
rectify the situationThe customer came in for service at our dealership on
his GL-April 21, At a later date the customer came by and
we
inspected the vehicle together and he asked that we pay to recoat the vehicle
with a special treatment due to a “free car wash” on his original service date
in AprilThe client informed us that the cost would be $dollars to recoat
the vehicle because it had been in an accident and needed other areas treated
which would be covered by an insurance claimAt that time I agreed to pay the
$dollars to recoat the vehicle as a goodwill gesture
Over two and a half months later the customer supplied me
with an invoice that included a quote with additional services not a part of
our original agreement that stated we would cover the CQuartz recoat onlyI
instructed the vendor and the client that we would pay the agreed upon $
dollar charge but nothing moreWe have fulfilled our agreement with the customer and
hand delivered the $dollar check to the vendor. Any additional services purchased are the
customers responsibility Thank youSteve S***
Vice President of Fixed Operations
Mercedes-Benz of Sugar Land
We are very sorry to hear
about the concerns. With regard to the damage acquired in the [redacted] car
wash, Mercedes-Benz of Sugar Land is not responsible for any further repairs to
the bumper on the vehicle. As previously shared with the client in conversations with...
our
staff, our gesture of client dedication was demonstrated in the repair to the
bumper following the purchase from us in November 2014. We exceeded our
responsibility by repairing body damage found after the sale., but
unfortunately we cannot take any further responsibility for any damages that
could have occurred in the 9 months since she has owned the vehicle.
Thank you.
Matt [redacted]
Client Experience
Purchased a preowned vehicle with 6k miles that was sold in writing as being in excellent condition and inspected by MB technicians. Unfortunately ended up with two bad side mirrors and motors, peeling dashboard trim, and faulty brake pads and rotors. Total repair was in excess of $1000.00. MB of Sugarland refused to rectify the problem. Even provided them with a written estimate from another authorized dealership. Both managers refused to help. I would not recommend buying from this dealership as their business practices are unethical.
Revdex.com:
This letter is to inform you that Mercedes-Benz of Sugarland has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/11/2015 11:07:47 PM and assigned ID [redacted].If we have any future issues I will notify...
you.
Regards,
[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. [Provide details of why you are not satisfied with this resolution.]
Mercedes Benz of Sugar Land agreed to fix my car because they acknowledged that they sold me a car with a glued together front end. They NEVER fixed the car. They re glued the bumper and passed it off to me as if it had been properly repaired. I would have never purchased a car in that condition if I had been aware. Their sales practice and repair practice we completely fraudulent.
Regards,
Sent: Thursday, December 17, 2015 11:06 AMSubject: RE: Houston Revdex.com Complaint Record Restoration Mercedes-Benz of Sugarland Per complaint ID [redacted] we repaired the...
client’s vehicle at no cost. Matter resolved. Derek M. B[redacted]
Vice President of Marketing Mercedes-Benz of Sugar Land * [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.
Dear Revdex.com,
In the previous message concerning the installation of the bulbs Mercedes Benz of Sugarland specifically stated the following:
“More specifically, the process for installing the bulbs only requires popping loose the access port covers to the bulbs”
Proper installation of headlamp bulbs in the Mercedes Benz 2009 C63 requires much more work than only popping loose the access port covers to the bulbs. If it were only this simple I would have done the work myself.
Proper installed of the headlamp unit is outlined in procedure AR82.10-P-1201CW labeled “Remove/install bulbs of headlamp unit” issued by Mercedes and attached to this email states in step 4:
Remove left front lamp unit (E1) or right from lamp unit (E2)
Step 4 refers the installer to the procedure AR82.10-P-4730CW labeled Remove/install lamp unit. Key steps from AR82.10-P-4730CW include
Step 4.1 Detach front bumper AR88.20-P-2000CW
Step 4.2 Remove front bumper AR88.20-P-2000CW
The procedure that these refer to is AR88.20-P-2000CW labeled Remove/install of front bumper:
In this procedure one must remove the radiator grille, detach left and right fender liner, disconnect multiple electrical units, remove front engine compartment paneling amongst other steps.
As one can see the procedure for installing the lamp bulb is not as simple as “popping loose the access port covers to the bulbs.” This shows that Mercedes Benz of Sugarland did not following procedures as outlined by the manufacturer and as a result damaged the headlamp unit. I have attached all procedures mentioned.
In addition to the original malpractice of the procedure outlined previously, Mercedes Benz of Sugarland service technicians returned the car back to me with the aforementioned access port covers loose when trying to remedy damage that they caused. These loose access port covers could have caused a malfunction of the engine and killed passengers and myself had an explosion or wreck been the result.
These issues will be brought to the manufacturer’s attention and a civil suit will be filed unless Mercedes Benz of Sugarland chooses to take responsibility and fulfill the requests.
As before, in order to resolve the complaint I am requesting the following:
1) Directly reimburse Charles Dusek for the deductible paid of $500 to Mercedes Benz Greenway for replacement and service of the right headlamp of Charles Dusek's 2009 C63 Mercedes
2) Monetary compensation for lost work time (8 hours x $100/hr = $800) paid directly to [redacted]
Sincerely,
[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. I just don't get it when Steve S[redacted] says "Free Car Wash", when the sign posted in the vehicle says "DO NOT WASH THE CAR WITHOUT OWNERS WRITTEN PERMISSION". Don't know if he ever knows that. Secondly when he says that we agreed for recoat, he needs to know that I am not the detailer that performs the recoat. Somebody else does that and he can give an exact quote based on inspecting the vehicle, which they found that a stage 2 paint correction was required. I as a customer did not purchase any additional services from the detailer and expect the dealer to pay it. Dealer is solely responsible for the entire amount for the paint correction and also the CQuartz Finest recoat, it was me who was considerate enough to collect a part of the recoat amount from the insurance company where in my vehicle was involved in an accident at a much later date than the dealer visit. Steve S[redacted] response is absolutely ridiculous and does not make any sense.
Regards,
[redacted]
From: [redacted] Sent: Tuesday, April 29, 2014 2:55...
PMTo: drteamCc: [redacted]Subject: FW: Revdex.com Response - [redacted]Importance: High
In
reference to complaint# [redacted]
Mr. [redacted] came
in to Mercedes-Benz of Sugar Land on 3/21/14 to have a power steering fluid
exchange service performed as well as re-securing the engine cover and
installation the customer supplied headlamp bulbs. A couple of days
later, the client came back into the service department indicating he was
having a problem with the engine temperature fluctuating. Upon inspection, we
determined the engine cooling fan was not operating properly and obtained
authorization from the clients extended warranty company for replacement.
Shortly after
the repair, the client contacted [redacted] indicating the right headlamp was
out of adjustment and pointing very low. Replacement of the headlamp
bulbs would not alter the aim of the headlight pattern. As a courtesy, [redacted] had
a technician manually adjust the right headlamp higher but ultimately is was
determined that the vehicle had a faulty headlamp adjustment motor. (The
invoices for these services are attached.)
The headlamp
adjustment motor is located inside the headlamp assembly and in no way was
removed during any of the repairs performed here at Mercedes-Benz of Sugar
Land. However, we understand the correlation being made between the faulty
light mechanism after receiving notice regarding the headlight covers being
left off. This created a concern for the client which we pursued immediately
with Mr. [redacted] We re-scheduled Mr. [redacted] back in our dealership for the repair
in order to reestablish the trust and confidence.
Upon arrival
for his appointment last week, Mr. [redacted] made it known to our staff that he
already had the right lamp motor repaired at Mercedes-Benz of Greenway
and requested now that his left lamp be repaired to off-set what would’ve been
the cost of the right one. After further review it was clear that the
aesthetics of the parts were important to Mr. [redacted], as the lamp had faded over
time but was in fact working properly. As promised though, we delivered
and installed a new lamp and now aesthetically both match.
His services have been completed and his vehicle returned to him in better
condition than it was previously, including the two new headlamp motors that
each of the respective dealerships compensated him for.
After further
research and according to CARFAX, Mr. [redacted]’s vehicle has recently been
reported to have been previously in an accident one which required the vehicle
having to be towed away. (See attached CARFAX report). Further review would be
needed to determine the extent of the damage but if this vehicle was involved
in a front end collision, which may possibly explain the problem Mr. [redacted] had
with the headlamp motor.
I purchased my Mercedes from them. Because I wrote a neg review a yr ago because I had a bad experience with my service advisor. I later retracted the neg review because the prob I had was resolved however my husband was scheduling service on it and we were Rudely turned away. I appalled they can treat good paying customers that way who infact bought the car there. Speechless
I have called the client Mr. [redacted] and left him a message ([redacted]) stating we would give him a complimentary diagnosis. The client had his vehicle towed in on 5/17/14 telling the ASM [redacted] the vehicle has been sitting...
for two years. The vehicle came in for a no start issue. The battery was replaced and the technician stated there was no fuel pressure so we replaced the fuel pump and filter. Then the codes showed that the crankshaft sensor, and one two front wheel speed senors. After replacing the sensor and the fuel pump, the client picked up the vehicle and halfway down the street the vehicle the ESP light was flashing. The client came back and the vehicle has been in our shop since 6/7/14. The Service Director [redacted] and the client's service advisor [redacted] [redacted] will keep the client updated while the vehicle is being diagnosised. During which time the client will continue to utilize the courtesy vehicle extended to him on 6/7/14.