Mercedes-Benz of Tacoma

To whom it may concern : We apologize for the delay as we had previously already assisted Ms [redacted] on her Jeep Wrangler Larson Auto Group has reimbursed Ms [redacted] $for goodwill since her vehicle was in our service department We installed a brake booster and a like new fender for her Jeep as well as assisted her in some aftermarket accessories for her JeepWe appreciate your timeLewey M [redacted] General ManagerLarson CJDR

Complaint: [redacted] I am rejecting this response because:This response is unacceptable for the followingreasons: Our vehiclewas only at your location for serviceYour store employees called and left a voice mail stating that the vehiclehad safely arrived and was in your care– In your response you indicated thatthe key was taken as a result of “a rash of break-in’s” Why were our vehiclekeys in the vehicle to begin with? Youremployees never indicated that the key was stolen They merely told us that it was missing andyour General Manager said that the tow truck driver that dropped off thevehicle lost the keys It is my contentionthat the vehicle was in your care and you were responsible for it Our main concern is the timeline of eventsall of which can and have been documentedWe were never told that we werevictims of theft They told us they lostour key, then it was our battery was dead Withregards to the filing of the Police report with the local authorities Your store employees said that they wouldfile a report, however since it was not done upon our arrival, we did not leavethe property without calling the police and making sure that they came to filethe report We waited and once thepolice arrived we made statements to the officer and the service manager madestatements that backed up the fact that there was personal property in the vehicleand that Mercedes Benz would replace the items Addressingyour response to the vehicle alignmentWhile we do agree that your facility did advise us that parts needed tobe replaced, we took the vehicle to a reputable company to complete thatrepairs However your facility is one ofin our area that can perform the service on the vehicle In May- June as you indicated the vehicle wasbrought to your facility and was able to be aligned without incident, howeverit was slightly off So we made the recommendedrepairs, and it was returned to your facility to complete the alignment That is when the trouble started I spoke with one of your service advisorsalong with the general manager and was told that the vehicle could be alignedthey just had to much work and would fit us inI contacted the dealershipafter not hearing from them for a few days and asked if the service was complete.I was told yes Upon picking up the vehicleand discovering the theft we also discovered that the alignment had not beencompleted I went back and asked theservice manager what was going on Hesaid he got verbal confirmation that the alignment was completeWhen I askedfor the “spec sheet” I was told that he could not find it So again the work was never done on the vehicle We alsoordered a windshield in April that has still not arrived I might mention that this was paid forupfront They ordered the wrong one initiallyand then someone left in the service department and the windshield fell throughthe cracksThe dealership is not helping solve this issue either No one knows where the windshield is or whenit will arrive I was told by theservice advisor and the manager that they were working on it but it has beenmonths Myhusbands behavior may have been viewed as hostile, on the other hand he wastreated poorly and no one at the dealership is taking responsibility for their lackof action and compassion He did have afew different service advisors No oneseemed to want to do their job and help a customer that came to them forhelp We came in with a vehicle that issupposed to be serviced at your facility and were treated like less thancustomers There was no physicalviolence or threats, I do see how someone can be threatened however when askedto admit to their superior that they lied to a customer and did not uphold thestandard of care your facility should uphold.Again the management at the dealership indicatedthat they would replace the stolen items, and now I am reading something completelycontrary I do expect that this facilityuphold their standard and make sure that we as customers are made whole fromthis nightmare of an experienceSincerely, [redacted]

To Whom It May Concern,
As a matter of company policy, employees are to cease communications with any customer once they inform us that they intend to secure legal counsel, regardless of whether or not a case is taken to court or even filedAdditionally the business does not comment on ongoing or closed legal casesWe received notice from Mrand Mrs*** that they did intend to secure legal counsel and follow through with filingWe respect their prerogative to do so, but must allow our counsel to take over and address all communications moving forwardAdditionally, we will decline any and all desired outcomes with the Revdex.com at this time
Larson Automotive Group

To Whom It May Concern,
We appreciate the Revdex.com's attention to this matter and had Mercedes-Benz of Tacoma General Manager, Jason G***, reach out personally to Ms*** regarding her new vehicleWe brought her back to the dealership, and were able to successfully find a vehicle that
completely meets her needsThank you again for reaching out
Mercedes-Benz of Tacoma

*** *** *** *** *** ** ***
January 18, 2017Dear Mr.***,At the Larson, Automotive Group we take our customer complaints seriously and we appreciate that you brought this issue to our attention.I am writing in reference to your complaint regarding the task of trying to obtain the refund check .Following the cancellation of your extended service contract.We take great pride to ensure that important matters such as this are properly processed. I would like to sincerely thank you for taking the time to speak with me today.I’m so happy that our finance department had the check ready for pick up on January 18th ,and you were able to do so, and this was done with your approval.Please accept our sincerest apology for any trouble or inconvenience we have caused you Again, The Larson Automotive group highly appreciate your feedback as it will assist us in becoming better at what we do As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customerIt’s the Larson Automotive group’s goal to retain you as a satisfied customer. Best Regards, Beth D*** *** ***Larson Automotive GroupDirect Line # ***

Complaint: ***
I am rejecting this response because:Thanks Andrew, this service made me not want one anymoreYou can have for all I careIts not in my name, it was a gift. On Jan 8, 4:PM, "Mercedes-Benz of Tacoma" wrote:Hi ***, This is Andrew W*** with Mercedes-Benz of TacomaI hope you're doing well. I can see you've been in communication with my top Senior Sales Specialist, Chris L**, regarding your vehicle interest and the 'SEL you had dropped offChris L** is my most generous, helpful, and knowledgable of all things Mercedes-BenzWith nothing but everyones best interest in mind, he has had our appraiser go-over your vehicle as well as independent wholesalersHowever, there is unfortunately literally nothing we can do with your vehicleChris has expended his resources and time working this.If you would like to purchase a vehicle with us, considering your credit, we could take care of you with a down payment of more than $to move forward on thisWe had set a couple appointments for you to come in and meet with us, but you didn't showThis is a cause of concern for our confidence in the matter, so if you'd like to come in and start on a solid deal - let me know what time works for you and we'll set it up!If you're no longer in the market for a Mercedes-Benz, we do need to have your vehicle picked up off Larson's property or you need to put it in serviceEither way, action must be taken as it cannot sit here. Would you like to set an appointment to get the process started and clear the air? Please advise as to what action you plan on taking.Thank you in advance.All the Best,Andrew W***Mercedes-Benz Tacoma253-248-1885The above email clearly indicates that I didn't want to work with Larson anymore, as were the attached texts that were confusing, rude and refused to allow me to speak with a manager - Chris had Andrew send me that email insteadMy response contained a typo, I meant you can have "your manager contact me", which was what I asked for prior to Andrew's email.
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Good afternoon,In regards to the appraisal that Ms*** claims she is owed, I have received the following information from our General Sales Manager of Mercedes:On 1/8/2018, a Business Development Agent, Andrew W***, contacted Ms*** by emailI have attached the email to this response as proofMrW*** let Ms*** know that her "classic car" had been appraised, by our dealership and an outside wholesale appraiserThe vehicle was in such poor condition that is was deemed of no valueThis was expressed to Ms***, and she was offered the opportunity to come and purchase a new vehicleShe was also informed that her vehicle would need to be moved off of our property, to which she did not respondIn her exact words, as you can see on the attached email, she said "You can have it, it's not in my name"Numerous attempts were made over a span of days to have her remove her vehicleHer disregard of our efforts forced us to have her vehicle towedRecords of all communication between the dealership and Ms*** was provided to the Fife Police DepartmentAny further issues concerning the towing or collection of the vehicle will need to be addressed through Lakewood Towing.The *** *** *** was more than willing to work with Ms***, but she refused to accept that the vehicle that she claimed she didn't own, was of no valueShe told us numerous times not to contact her, and refused to speak with usWe were left with no other choice but to have the vehicle removed from the property. If you have any other questions regarding this claim, please feel free to contact ***@looklarson.comThank you

To whom it may concern :  We apologize for the delay as we had previously already assisted Ms. [redacted] on her Jeep Wrangler.  Larson Auto Group has reimbursed Ms. [redacted] $704.18 for goodwill since her vehicle was in our service department.  We installed a brake booster and a like new...

fender for her Jeep as well as assisted her in some aftermarket accessories for her Jeep. We appreciate your time. Lewey M[redacted]General ManagerLarson CJDR

Complaint: [redacted]I am rejecting this response because:this is not the way a business should talk to thier customers. Mercedes Benz makes reference to them replacing items in my vehicle. They have not made an effort to rectify the wrong that has been done, and there is no follow through with the company. I have tried to contact several employees regarding my car, the missing items being replaced.  No response to date.  [redacted] and I are willing to negotiate a resolution however they have taken a stance that is counter-productive.  I maintain that Mercedes provided us with a new key but did not reprogram the vehicles key/lock system. Also I would like the Revdex.com not to close this complaint. This vendor is a well know vendor who provides a luxury service and still can not maintain the level of compassion and customer service.  As as a new development I should add that Mercedes Benz has tried to cover up their ineptitude at every turn. At no time did the business representatives tell us they had prior vandalism, nor did they tell me that one of the lot attendants left my keys in the vehicle to be stolen. I explained to the business that my family and I were concerned about the thieves coming to our home since they did have the registration. Well on September 16,2015 the thieves struck again. They came to our home( they had the address from the registration ) and they had a key(original key that was "lost") they stole the vehicle. A police report has been filed. Mercedes Benz knew that they should have reprogrammed the key, this is their own manufactured vehicle, they are entrusted as the experts.  Whether or not the subsequent theft is due to their carelessness or their inability to preform their duties has yet to be seen. Either way it's the same result. The vehicle is gone and Mercedes Benz is responsible. Again I ask that you leave this complaint open for several reasons; 1: the general public should know they do not have good customer service 2: the employees are poorly trained 3: they do not have a good call system. You can not get through to anyone ever. 4: [redacted] aids and Abeds' criminal activity. 5: Thru do not throughly inspect vehicles before given back to the customer. 6: The business has no follow through - we have yet to be contacted about the items they said they would replace. 7: The service advisors will tell customers half truths or even lies to get them to leave. 8: The general manager really has no clue what's going on with the employee customer relations. 9: You see that they don't want to make a customer happy they don't want the bad publicity. They should be concerned about the customer they had in us. 10:They do not take responsibility for their actions as a pillar for this community and their sponsorship of the Seattle Seahawks they are crammed down the consumers throat and do not provide the level of service that is expected from them. I would also like to say that our insurance agent has been trying to contact them with no response.Sincerely,[redacted]

To whom it may concern in reference ID of [redacted].    Mrs. [redacted] came in for an express A service and added on additional concerns at time of drop off including the issue with the right rear window, srs light, and a parking sensor concern. The window concern was originally...

noted down as passenger window gets stuck intermittently. Unfortunately, the rear passenger window was not specified and therefor the concern could not be verified when inspected. No charge was applied. Customer came back after delivery of the vehicle and informed us there was a damage to the command screen. In the light of certain screens there was a discolored area. There was no work completed, no repairs, no removal required that would have deemed it necessary to touch the screen at all.  Informed customer at that time I don't see how it’s possible we would have caused that but that I would discuss with my technician to confirm no part of his diagnosis included the command screen in any way. Customer later called to follow up with my advisor and let her know the window still had an issue. I requested my advisor follow up with client regarding our decision and to get an appointment setup. We did reinspect the vehicle and recommended a window motor and SAM control module. Upon removal of the door panel found right rear door separated, connection lock had been broken and glued. Prior repairs have taken place with this door or possible body damage repairs previously. Customer had to return for diagnosis again when she started having the same issue with the right rear window. We inspected and confirmed SAM unit installed had an internal issue and was a faulty part. We informed the client at that time it was under parts warranty, offered to replace with new SAM unit, customer declined replacement and opted to take the vehicle. Apologies to the client for not returning her message, I had asked another staff member to do so in my absence.  At this time, we do have the part to fix her window concern. I would happily facilitate this appointment for the customer, and my contact information is listed below.Best Regards ,Beth D[redacted]Call Center/Customer Care Manager Larson Automotive Group253-671-6405 EXT [redacted]

Complaint: [redacted]I am rejecting this response because:This response is unacceptable for the followingreasons: 1.     Our vehiclewas only at your location for service. Your store employees called and left a voice mail stating that the vehiclehad safely arrived and was in your care. – In your response you indicated thatthe key was taken as a result of “a rash of break-in’s” Why were our vehiclekeys in the vehicle to begin with?   Youremployees never indicated that the key was stolen.  They merely told us that it was missing andyour General Manager said that the tow truck driver that dropped off thevehicle lost the keys.  It is my contentionthat the vehicle was in your care and you were responsible for it.  Our main concern is the timeline of eventsall of which can and have been documented. We were never told that we werevictims of theft.  They told us they lostour key, then it was our battery was dead.2.     Withregards to the filing of the Police report with the local authorities.  Your store employees said that they wouldfile a report, however since it was not done upon our arrival, we did not leavethe property without calling the police and making sure that they came to filethe report.  We waited and once thepolice arrived we made statements to the officer and the service manager madestatements that backed up the fact that there was personal property in the vehicleand that Mercedes Benz would replace the items.3.     Addressingyour response to the vehicle alignment. While we do agree that your facility did advise us that parts needed tobe replaced, we took the vehicle to a reputable company to complete thatrepairs.  However your facility is one of3 in our area that can perform the service on the vehicle.  In May- June as you indicated the vehicle wasbrought to your facility and was able to be aligned without incident, howeverit was slightly off.  So we made the recommendedrepairs, and it was returned to your facility to complete the alignment.  That is when the trouble started.  I spoke with one of your service advisorsalong with the general manager and was told that the vehicle could be alignedthey just had to much work and would fit us in. I contacted the dealershipafter not hearing from them for a few days and asked if the service was complete.I was told yes.  Upon picking up the vehicleand discovering the theft we also discovered that the alignment had not beencompleted.  I went back and asked theservice manager what was going on.  Hesaid he got verbal confirmation that the alignment was complete. When I askedfor the “spec sheet” I was told that he could not find it.  So again the work was never done on the vehicle.4.     We alsoordered a windshield in April that has still not arrived.  I might mention that this was paid forupfront.  They ordered the wrong one initiallyand then someone left in the service department and the windshield fell throughthe cracks. The dealership is not helping solve this issue either.  No one knows where the windshield is or whenit will arrive.  I was told by theservice advisor and the manager that they were working on it but it has beenmonths.5.     Myhusbands behavior may have been viewed as hostile, on the other hand he wastreated poorly and no one at the dealership is taking responsibility for their lackof action and compassion.  He did have afew different service advisors.  No oneseemed to want to do their job and help a customer that came to them forhelp.  We came in with a vehicle that issupposed to be serviced at your facility and were treated like less thancustomers.  There was no physicalviolence or threats, I do see how someone can be threatened however when askedto admit to their superior that they lied to a customer and did not uphold thestandard of care your facility should uphold.Again the management at the dealership indicatedthat they would replace the stolen items, and now I am reading something completelycontrary.   I do expect that this facilityuphold their standard and make sure that we as customers are made whole fromthis nightmare of an experience. Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

To Whom It May Concern,During the time that the [redacted] vehicle was at our location we were experiencing a rash of break-ins to vehicles on site as well as theft of some vehicles. Unfortunately, the [redacted] vehicle was a victim of these crimes. We have been working with local...

authorities on this and a police report was filed with Fife PD for the client’s stolen goods. We are not responsible for lost or stolen items from vehicles on our property, but have replaced the key that was stolen, had it programmed and are ordering a new manual for their vehicle for the customers as an effort of good will. We recommend that they consult their auto and home insurance policies to see if their stolen items are covered within those agreements.To address the part of the complaint about their alignment, we must provide some additional details that were not originally included. Because of worn suspension parts in the customer’s vehicle that we discovered while performing an inspection back in May and June at our location, performing an alignment on the customer’s vehicle would not result in the desired effect without replacing these parts and bringing the entire suspension system up to standards. The customers declined our recommended repairs and took their vehicle to a non-Mercedes-Benz certified shop to have unknown repairs made on the vehicle. Upon bringing it back to us most recently, additional suspension work was still required in order for an alignment to be effective in this vehicle. We attempted to educate the customer to our findings, but they refused the recommended repairs and insisted that we perform the alignment alone. Against our best recommendation, we did as they asked. During their visits, they have been increasingly difficult and have switched service advisors because of this. Most recently, they became verbally abusive and physically threatening to our staff and were asked to leave by store leadership. We wish Mr. and Mrs. [redacted] the best as they move onto their next service center.

Complaint: [redacted]
I am rejecting this response because:The damage done to my command screen is a crack about 3 centimilters wide.  The cause could have been done by hitting it with an object.  I notified the service manager immediately when I picked up my vehicle, even before leaving the delaership.  My command screen was perfectly fine when I brought my vehicle in for service.  I also noticed that someone at the dealership used my stereo system which involved touching my command screen because it was changed to a different radio channel.  No follow up call from the dealership about this matter.   I brought my vehicle back in due to the faulty part installed on Saturday, the service advisor was off until the following Wednesday.  My vehicle was sitting their shop during the entire time amd I would be okay with it if someone would bother to give me a call to let me know the status.  It is a lack of customer care and follow up from the dealership that prompted me to file this compaint.  I am glad that the part is available for my window.  However, I have lost all confidence in this dealership to bring my vehicle back in again for service especially when they refused to take responsibility of my cracked command screen.  I am seeking legal counsel on this matter and will continue to pursue this until a solution is offered from the dealership.   
Sincerely,
[redacted]