Mercedes Benz of Tysons Corner

Response per Jeff R [redacted] - Mercedes-Benz Tyson's Corner New Car Sales Manager I spoke with Mr [redacted] today to reiterate how we have been working towards resolving the lag times of and/or failure to connect to [redacted] Auto affecting GLE and GLS carsWhen Mr [redacted] and I first spoke about the issue, I made him aware that it would take weeks to have the various powers that be conduct an investigationOver the last several weeks, I’ve been in communication with MBUSA Cross-Carline Technologies and the GLE/GLS Assistant Product Manager, both in Atlanta, to get their inputThey confirmed seeing the same problems with [redacted] Auto in the GLE/GLS carsUnfortunately, Engineering (not located in Atlanta) told them that they were not seeing the same problem, so there was a disconnect between Cross-Carline Technologies and EngineeringCross-Carline Technologies suggests that Mr [redacted] bring his car to Service so a formal communication with Engineering can be establishedI made Mr [redacted] aware of this need to bring his car back and he has agreed to schedule a service with Service Advisor Jason B [redacted] on MondayJason B [redacted] told me that when Mr [redacted] ’ car is here they will get live input from MBUSA to diagnose the issueAttached here is a summary of communication with my MBUSA contacts over the last several weeks

See Attachment Complaint # [redacted] Inboxx S [redacted] ,Jamie < [redacted] >AttachmentsFeb (days ago)to me Dear Mrs./Ms [redacted] , In response to compliant # [redacted] Please review below communication between Mr [redacted] and Mr A [redacted] to resolve this complaintEverything has been taken care of to Mr [redacted] request and satisfactionPlease review attachment documentThank you, Jamie S [redacted] Service ConciergeMercedes-Benz Tyson’s Corner###-###-#### [redacted] From: ***,*** Sent: Friday, February 20, 4:PMTo: [redacted] ( [redacted] )Subject: FW: Attached Image ***, I wanted to give you a current updateI have secured the duplicate title to your car and have sent all necessary documentation to the DMV to complete the update todayPlease find attached, proof of the submission today that should satisfy the proof of ownershipI expect the final update from the DMV with Mercedes Benz to be effected sometime early part of next weekI will keep you posted Sincerely, Adolf A***Pre-owned Sales DirectorMercedes-Benz of Tysons [redacted] ***Vienna, Va 22182###-###-#### (Direct)###-###-#### (Fax) From: [redacted] [mailto: [redacted] ] Sent: Thursday, February 12, 11:AMTo: ***,***Cc: [redacted] ; [redacted] ; S*DaveSubject: RE: Ownership ***, More than a week has gone by since my last email, and the only response received are the two emails below committing that you will provide some resolution – however both deadlines you committed to have now passed Please respond today with what you are proposing to do to make this rightSincerely [redacted] From: ***, [redacted] [mailto: [redacted] ] Sent: Friday, February 06, 2:PMTo: [redacted] ( [redacted] )Subject: update [redacted] I want to let you know I am still working on your concerns and have not forgotten about youI will get some resolve on this for you early next weekThanks Sincerely, Adolf A***Pre-owned Sales DirectorMercedes-Benz of Tysons [redacted] ***Vienna, Va 22182###-###-#### (Direct)###-###-#### (Fax) From: ***, [redacted] [mailto: [redacted] ] Sent: Tuesday, February 03, 6:PMTo: [redacted] Cc: S*DaveSubject: RE: Ownership Dear ***, I want you to be informed that we are in receipt of your letter and have noted all your concerns I will get back to you as soon as I get some concrete resolution to the issues raised sometime tomorrowThanks for your patience Sincerely, Adolf A***Pre-owned Sales DirectorMercedes-Benz of Tysons [redacted] ***Vienna, Va 22182###-###-#### (Direct)###-###-#### (Fax) From: [redacted] [mailto: [redacted] ] Sent: Monday, February 02, 8:PMTo: ' [redacted] '; [redacted] Cc: ' [redacted] '; ' [redacted] 'Subject: RE: Ownership Dear Adolf & David, Thank you for your update from Wednesday, however I was informed by your Tag & Title department that this is what they would do back in October, so understandably it does not go far in settling my anxiety I continue to be in the position of ‘owning’ a car that I cannot sell or trade which impacts on my ability to enjoy it, so would appreciate you making an offer to buy it back at a price that would mean I have not lost out and which compensates me for the amount of my wasted effort & time and for the anxiety I have been caused When purchasing the car I was charged $for a processing fee, but obviously as this has not been performed in areasonable timeframe, nor with any degree of competence, I would like this refunded I am also annoyed that despite all the issues I have had that I have not received a formal apology from your organization Regards [redacted] From: ***, [redacted] [mailto: [redacted] ] Sent: Wednesday, January 28, 9:PMTo: [redacted] ( [redacted] )Subject: DMV REGISTRATION Mr [redacted] , this is a quick update on the tag issue I have received todayMy tag and title office has requested a duplicate title to your Eso she can then complete an update of the lien holder with the DMVI will continue to give you updates as its provided to meThanks Sincerely, [redacted] ***Pre-owned Sales DirectorMercedes-Benz of Tysons [redacted] ***Vienna, Va 22182###-###-#### (Direct)###-###-#### (Fax) [redacted] Automotive Group and its affiliates will never sell or rent your email address in violation of applicable lawsTo Opt-Out of future communications or to manage your information with us, click http://optout[redacted] automotive.com and inform us of the opt-out or changeAlternatively, you may send your written request to: [redacted] Automotive GroupE-Commerce Department [redacted] ***, Bloomfield Hills, MI 48302.This email and any files transmitted with it are confidential and intended solely for use of the individual or entity to whom they are addressedPlease delete all copies if you are not the intended recipient***, Thank you for the reminder and the more detailed explanation of exactly what the problem isI have discussed the issue in detail with my tag and title office and they will give me an update sometime this afternoonI will call you with that update as soon as possible sometime this afternoon or early eveningThank you Sincerely, Adolf A***Pre-owned Sales DirectorMercedes-Benz of Tysons [redacted] ***Vienna, Va 22182###-###-#### (Direct)###-###-#### (Fax) From: [redacted] [mailto: [redacted] ] Sent: Monday, January 26, 2:PMTo: ' [redacted] 'Cc: ' [redacted] '; ' [redacted] '; ' [redacted] @ [redacted] automotive.com'Subject: Ownership Dear ***, Per our discussion on Saturday I am chasing up to find out whether the paperwork has been completed yet on the car I bought back in July 2013, and that the DMV have been provided with proof of ownershipI also wish to re-register my disappointment with the entire experience I have had in dealing with your dealership (Mercedes Tysons Corner VA) so far, and am copying in Mercedes-Benz customer service as I believe they should be made aware of some of the serious failings I have experiencedTo recap the issues :- 26th June Purchased an [redacted] Sedan which was sold to me as a Certified Pre-Owned vehicleOn delivery car had severe scuffs and scrapes on most wheels, which I raised at the time and salesperson said he would check about getting them addressed After calling each day for a week I was told that you were refusing rectify the wheels – despite the clear wording on Mercedes website as to the pre-requisites for certification – which as I already mentioned I consider to be fraud Only after I threatened to return the vehicle under the terms of the CPO warranty did you finally agree to rectify the issue From comments I overheard between staff in your service department it seemed that this may not have been an isolated incident, but more like business practice If Mercedes or their insurers have to cover cost of warranty claims under the CPO program isn’t there some duty to protect them and customers by properly performing the required checks and ensuring the vehicle is up to spec before certification? There were also other issues with the car which resulted in bringing it in multiple times to get fixed, and eventually I asked to be sold a different vehicleOn the 12th July you sold me an [redacted] Sedan again a CPO and took the [redacted] back This time you went round the car with me and noted all the items needing attention (something which should already have been done as part of CPO inspection) This time the scuffed wheels were refurbished without argument, though I subsequently discovered the tires were significantly underinflated on delivery The car still had to be brought back a couple of times as it struggled to start, on 2nd visit the battery was replaced – your service department even failed in this simple task, as after hearing loud banging noises when I turned corners, I returned to find the new battery had not been bolted into placeA few months later when checking my credit report I discovered that it showed Mercedes loans outstanding, but this was speedily resolved after one phone call to Mercedes-Benz financial servicesIn July I expected to re-register the vehicle, but was surprised to learn on DMV website that it wasn’t due ‘till November (despite stickers expiring July) When I did re-register and received the new document I was alarmed that :-· The vehicle was described as a door convertible· The plate did not match the one on the car (a personal plate which should have been transferred)· A notification that dealer still needed to provide proof of ownership Had I been stopped by the police at any time the car would have been impounded The personalized plate that should have been transferred is no longer available I am also still severely limited should I wish to sell or trade the vehicle I immediately returned to the dealership and asked them to rectify the issues with DMV and get me road legal They issued temporary tags and said they would let me know when everything else was resolved, they also let it slip that this was also not an isolated incident and other customers had been affectedMore than two months on and all I have had is a new permanent plate and a corrected registration document from DMV, however it still states requirement for dealer to provide ownership documents and I have had no update on this, so I dropped in to the dealership and spoke to you on Saturday about needing an update Instead of making a note and promising to chase up and get back to me, you gave me your card and asked me to send an email today to remind you, so here it is – I have also copied some of your colleagues in case you need any more remindersThe experiences I have had have really soured me against your specific dealership, and has significantly impacted my opinion of both [redacted] Automotive & Mercedes – who really should be better policing the activities of their dealersYours sincerely, [redacted]

To Whom it May Concern, I have reviewed the complaint filled with your office by ** [redacted] She is claiming that she should be reimbursed for loaner car charges that she incurred due to a late pick up of her vehicle from our service department She presented her vehicle to us for repair on 10/08/ He rvehicle was repaired on that same day Her loaner car was due back on the next day (10/09/ She retured the loaner car on 10/10/13, which ws one day late For this reason she was charged for the additional day of rental I will authorize refund of $ I am doing this not out of a sense of responsibility, but out of sense of customer satisfaction only Respectfully, [redacted]

Good Afternoon We have responded to this complaint Mrs [redacted] advised me to email her directly please review information below Good Afternoon Mrs./Ms [redacted] , Please review Mr [redacted] final response once everything was sorted out Please let me know if there is any further steps I should be taking Thank you, Jamie S [redacted] Service Concierge Mercedes-Benz Tyson’s Corner ###-###-#### [redacted] From: ***, [redacted] Sent: Wednesday, February 25, 1:PMTo: S [redacted] ,JamieSubject: FW: Attached Image Sincerely, Adolf A [redacted] Pre-owned Sales Director Mercedes-Benz of Tysons [redacted] Vienna, Va ###-###-#### (Direct) ###-###-#### (Fax) From: [redacted] [mailto: [redacted] ] Sent: Tuesday, February 24, 8:PMTo: ***,***Subject: Re: Attached Image This one ?Best regards, [redacted] On Feb 21, 2015, at 2:AM, [redacted] < [redacted] > wrote: ***, Thank you very much for the update It goes a long way towards easing the anxiety I have had for several months, as I had been very worried that the ownership document issue would never be resolved I also appreciate actually being given an apology in your email last week, it is reassuring to know that it is recognized that the experience I have been going through is not acceptable.Best regards, [redacted] On Feb 20, 2015, at 4:PM, ***, [redacted] < [redacted] > wrote: ***, I wanted to give you a current updateI have secured the duplicate title to your car and have sent all necessary documentation to the DMV to complete the update todayPlease find attached, proof of the submission today that should satisfy the proof of ownershipI expect the final update from the DMV with Mercedes Benz to be effected sometime early part of next weekI will keep you posted Sincerely, [redacted] Pre-owned Sales Director Mercedes-Benz of Tysons [redacted] Vienna, Va ###-###-#### (Direct) ###-###-#### (Fax) Over Brands and 30,Vehicles.The Ultimate Car Buying Experience.http://PenskeCars.com Penske Automotive Group and its affiliates will never sell or rent your email address in violation of applicable lawsTo Opt-Out of future communications or to manage your information with us, click http://optout.penskeautomotive.com and inform us of the opt-out or changeAlternatively, you may send your written request to:Penske Automotive GroupE-Commerce DepartmentTelegraph Road, Bloomfield Hills, MI 48302.This email and any files transmitted with it are confidential and intended solely for use of the individual or entity to whom they are addressedPlease delete all copies if you are not the intended recipient

Revdex.com RE: [redacted] – ID# [redacted] face="Verdana" size="2"> Dear [redacted] I have read the statement of complaint by [redacted] I believe the original vehicle the customer wanted to purchase was not equipped with the trailer hitch she needed to have to be able to tow her horses and the Sales person did not check to make sure it had itI believe that in as much as that was a failure on our part, it was not omitted out of malice or with the intention to deceive the clientThat is regrettable There are a few facts that need to be corrected here [redacted] purchased a [redacted] with 82,miles that was not a certified car because of mileageThe vehicle had a day or mile powertrain warrantyAt no instance was any disposition of rudeness; coldness or money thrown at her as there were two managers there to count the money and to give her the appropriate change ACTIONALBLE ITEMS I have spoken to her three times since then and have mailed her brand new matsI have asked her to schedule an appointment at [redacted] Mercedes Benz to have the vehicle looked at to correct the problem she has with the suspensionShe has agreed to do that and I await the update from that appointment This resolves the concerns she has with the vehicle and it is my hope that this matter will be resolved to her satisfaction sooner than later Signed: [redacted] Pre-owned Sales Manager Mercedes-Benz of Tyson’s Corner

Response per Jeff R[redacted] - Mercedes-Benz Tyson's Corner New Car Sales Manager
I spoke with Mr. [redacted] today to reiterate how we have been working towards resolving the lag times...

of and/or failure to connect to
 
[redacted] Auto affecting GLE and GLS cars. When Mr. [redacted] and I first spoke about the issue, I made him aware that it would take weeks
 
to have the various powers that be conduct an investigation. Over the last several weeks, I’ve been in communication with MBUSA
 
Cross-Carline Technologies and the GLE/GLS Assistant Product Manager, both in Atlanta, to get their input. They confirmed seeing the
 
same problems with [redacted] Auto in the GLE/GLS cars. Unfortunately, Engineering (not located in Atlanta) told them that they were not
 
seeing the same problem, so there was a disconnect between Cross-Carline Technologies and Engineering.
Cross-Carline Technologies suggests that Mr. [redacted] bring his car to Service so a formal communication with Engineering can be
 
established. I made Mr. [redacted] aware of this need to bring his car back and he has agreed to schedule a service with Service Advisor
 
Jason B[redacted] on Monday. Jason B[redacted] told me that when Mr. [redacted]’ car is here they will get live input from MBUSA to diagnose the
 
 
issue.
Attached here is a summary of communication with my MBUSA contacts over the last several weeks.

See Attachment
 
border-right-style: inherit; border-right-color: inherit; background-color: transparent;">Complaint #[redacted]Inboxx S[redacted],Jamie <[redacted]>AttachmentsFeb 24 (10 days ago)to me Dear Mrs./Ms. [redacted], In response to compliant # [redacted]. Please review below communication between Mr [redacted] and Mr A[redacted] to resolve this complaint. Everything has been taken care of  to Mr [redacted] request and satisfaction. Please review attachment document. Thank you, Jamie S[redacted]Service ConciergeMercedes-Benz Tyson’s Corner###-###-####[redacted]
From: [redacted],[redacted] Sent: Friday, February 20, 2015 4:50 PMTo: [redacted] ([redacted])Subject: FW: Attached Image [redacted], I wanted to give you a current update. I have secured the duplicate title to your car and have sent all necessary documentation to the DMV to complete the update today. Please find attached, proof of the submission today that should satisfy the proof of ownership. I expect the final update from the DMV with Mercedes Benz to be effected sometime early part of next week. I will keep you posted  Sincerely, Adolf A[redacted]Pre-owned Sales DirectorMercedes-Benz of Tysons[redacted]Vienna,  Va 22182###-###-#### (Direct)###-###-####  (Fax)
 
From: [redacted] [mailto:[redacted]] Sent: Thursday, February 12, 2015 11:36 AMTo: [redacted],[redacted]Cc: [redacted]; [redacted]; S[redacted]DaveSubject: RE: Ownership [redacted], More than a week has gone by since my last email, and the only response received are the two emails below committing that you will provide some resolution – however both deadlines you committed to have now passed.    Please respond today with what you are proposing to do to make this right. Sincerely[redacted]  From: [redacted],[redacted] [mailto:[redacted]] Sent: Friday, February 06, 2015 2:47 PMTo: [redacted] ([redacted])Subject: update
 
[redacted] I want to let you know I am still working on your concerns and have not forgotten about you. I will get some resolve on this for you early next week. Thanks Sincerely, Adolf A[redacted]Pre-owned Sales DirectorMercedes-Benz of Tysons[redacted]Vienna,  Va 22182###-###-#### (Direct)###-###-####  (Fax)   From: [redacted],[redacted] [mailto:[redacted]] Sent: Tuesday, February 03, 2015 6:56 PMTo: [redacted]Cc: S[redacted]DaveSubject: RE: Ownership
Dear [redacted], I want you to be informed that we are in receipt of your letter and have noted all your concerns.  I will get back to you as soon as I get some concrete resolution to the issues raised sometime tomorrow. Thanks for your patience Sincerely, Adolf A[redacted]Pre-owned Sales DirectorMercedes-Benz of Tysons[redacted]Vienna,  Va 22182###-###-#### (Direct)###-###-####  (Fax)   From: [redacted] [mailto:[redacted]] Sent: Monday, February 02, 2015 8:55 PMTo: '[redacted]'; [redacted]Cc: '[redacted]'; '[redacted]'Subject: RE: Ownership Dear Adolf & David,
 
 
 
Thank you for your update from Wednesday, however I was informed by your Tag & Title department that this is what they would do back in October, so understandably it does not go far in settling my anxiety. 
 
I continue to be in the position of ‘owning’ a car that I cannot sell or trade which impacts on my ability to enjoy it, so would appreciate you making an offer to buy it back at a price that would mean I have not lost out and which compensates me for the amount of my wasted effort & time and for the anxiety I have been caused.   
 
When purchasing the car I was charged $395 for a processing fee, but obviously as this has not been performed in areasonable timeframe, nor with any degree of competence, I would like this refunded.   
 
I am also annoyed that despite all the issues I have had that I have not received a formal apology from your organization.
 
Regards
[redacted]
 
 From: [redacted],[redacted] [mailto:[redacted]] Sent: Wednesday, January 28, 2015 9:01 PMTo: [redacted] ([redacted])Subject: DMV REGISTRATION  Mr [redacted], this is a quick update on the tag issue I have received today. My tag and title office has requested a duplicate title to your E550 so she can then complete an update of the lien holder with the DMV. I will continue to give you updates as its provided to me. Thanks Sincerely, [redacted]Pre-owned Sales DirectorMercedes-Benz of Tysons[redacted]Vienna,  Va 22182###-###-#### (Direct)###-###-####  (Fax)
 
[redacted]
[redacted]
[redacted] Automotive Group and its affiliates will never sell or rent your email address in violation of applicable laws. To Opt-Out of future communications or to manage your information with us, click http://optout.[redacted]automotive.com and inform us of the opt-out or change. Alternatively, you may send your written request to:[redacted] Automotive GroupE-Commerce Department[redacted], Bloomfield Hills, MI 48302.This email and any files transmitted with it are confidential and intended solely for use of the individual or entity to whom they are addressed. Please delete all copies if you are not the intended recipient. [redacted], Thank you for the reminder and the more detailed explanation of exactly what the problem is. I have discussed the issue in detail with my tag and title office and they will give me an update sometime this afternoon. I will call you with that update as soon as possible sometime this afternoon or early evening. Thank you Sincerely,
 
Adolf A[redacted]Pre-owned Sales DirectorMercedes-Benz of Tysons[redacted]Vienna,  Va 22182###-###-#### (Direct)###-###-####  (Fax)  From: [redacted] [mailto:[redacted]] Sent: Monday, January 26, 2015 2:26 PMTo: '[redacted]'Cc: '[redacted]'; '[redacted]'; '[redacted]automotive.com'Subject: Ownership Dear [redacted], Per our discussion on Saturday.  I am chasing up to find out whether the paperwork has been completed yet on the car I bought back in July 2013, and that the DMV have been provided with proof of ownership. I also wish to re-register my disappointment with the entire experience I have had in dealing with your dealership (Mercedes Tysons Corner VA) so far, and am copying in Mercedes-Benz customer service as I believe they should be made aware of some of the serious failings I have experienced.
To recap the issues :- 26th June 2013 Purchased an [redacted] Sedan which was sold to me as a Certified Pre-Owned vehicle. On delivery car had severe scuffs and scrapes on most wheels, which I raised at the time and salesperson said he would check about getting them addressed.  After calling each day for a week I was told that you were refusing rectify the wheels – despite the clear wording on Mercedes website as to the pre-requisites for certification – which as I already mentioned I consider to be fraud.  Only after I threatened to return the vehicle under the terms of the CPO warranty did you finally agree to rectify the issue.  From comments I overheard between staff in your service department it seemed that this may not have been an isolated incident, but more like normal business practice.  If Mercedes or their insurers have to cover cost of warranty claims under the CPO program isn’t there some duty to protect them and customers by properly performing the required checks and ensuring the vehicle is up to spec before certification?    There were also other issues with the car which resulted in bringing it in multiple times to get fixed, and eventually I asked to be sold a different vehicle. On the 12th July 2013 you sold me an [redacted] Sedan again a CPO and took the [redacted] back.  This time you went round the car with me and noted all the items needing attention (something which should already have been done as part of CPO inspection).  This time the scuffed wheels were refurbished without argument, though I subsequently discovered the tires were significantly underinflated on delivery. 
 The car still had to be brought back a couple of times as it struggled to start, on 2nd visit the battery was replaced – your service department even failed in this simple task, as after hearing loud banging noises when I turned corners, I returned to find the new battery had not been bolted into place. A few months later when checking my credit report I discovered that it showed 2 Mercedes loans outstanding, but this was speedily resolved after one phone call to Mercedes-Benz financial services. In July 2014 I expected to re-register the vehicle, but was surprised to learn on DMV website that it wasn’t due ‘till November (despite stickers expiring July).  When I did re-register and received the new document I was alarmed that :-·         The vehicle was described as a 2 door convertible·         The plate did not match the one on the car (a personal plate which should have been transferred)·         A notification that dealer still needed to provide proof of ownership.    Had I been stopped by the police at any time the car would have been impounded.  The personalized plate that should have been transferred is no longer available.  I am also still severely limited should I wish to sell or trade the vehicle.  I immediately returned to the dealership and asked them to rectify the issues with DMV and get me road legal.  They issued temporary tags and said they would let me know when everything else was resolved, they also let it slip that this was also not an isolated incident and other customers had been affected.
More than two months on and all I have had is a new permanent plate and a corrected registration document from DMV, however it still states requirement for dealer to provide ownership documents and I have had no update on this, so I dropped in to the dealership and spoke to you on Saturday about needing an update.  Instead of making a note and promising to chase up and get back to me, you gave me your card and asked me to send an email today to remind you, so here it is – I have also copied some of your colleagues in case you need any more reminders. The experiences I have had have really soured me against your specific dealership, and has significantly impacted my opinion of both [redacted] Automotive & Mercedes – who really should be better policing the activities of their dealers. Yours sincerely,[redacted]   <15[redacted]1_0001.tif>

Revdex.com
RE: [redacted] – ID# [redacted]
face="Verdana" size="2">
Dear [redacted]
I have read the statement of complaint by [redacted].  I believe the original vehicle the customer
wanted to purchase was not equipped with the trailer hitch she needed to have
to be able to tow her horses and the Sales person did not check to make sure it
had it. I believe that in as much as that was a failure on our part, it was not
omitted out of malice or with the intention to deceive the client. That is
regrettable.
There are a few facts that need to be corrected here.
 **
[redacted] purchased a 2010 [redacted] with 82,000 miles that was not a certified car because of mileage. The vehicle had
a 30 day or 1000 mile powertrain warranty.
At no instance was any disposition of rudeness;
coldness or money thrown at her as there were two managers there to count the
money and to give her the appropriate change.
ACTIONALBLE ITEMS
I have spoken to her three times since then and
have mailed her brand new mats.
I have asked her to schedule an appointment at
[redacted] Mercedes Benz to have the vehicle looked at to correct the problem she
has with the suspension. She has agreed to do that and I await the update from
that appointment.
This resolves the concerns she has with the vehicle and it
is my hope that this matter will be resolved to her satisfaction sooner than
later.
 
Signed:
[redacted]
Pre-owned Sales Manager
Mercedes-Benz of Tyson’s Corner

To Whom it May Concern,
 
I have reviewed the complaint filled with your office by **. [redacted].  She is claiming that she should be reimbursed for loaner car charges that she incurred due to a late pick up of her vehicle from our service department.
She...

presented her vehicle to us for repair on 10/08/13.  He rvehicle was repaired on that same day.  Her loaner car was due back on the next day (10/09/13.  She retured the loaner car on 10/10/13, which ws one day late.  For this reason she was charged for the additional day of rental.
I will authorize refund of $52.01.  I am doing this not out of a sense of responsibility, but out of sense of customer satisfaction only.
 
Respectfully,
[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 as Answered]
 Complaint: [redacted]
I am not rejecting this response; this issue remains work in progress and I would like to see the effort from Mercedes to bring it to closure. I am happy to see that Mercedes has stepped up and do something, but, this complaint will be resolved only when the issue is resolved. If this will take longer than 30 days, I would like to further escalate action.
Regards,
[redacted]

Good Afternoon
We have responded to this complaint
Mrs [redacted] advised me to email her directly please review information below
 
Good Afternoon Mrs./Ms. [redacted],
Please review Mr. [redacted] final response once everything was sorted out.
Please let me know if there is any further steps I should be taking
Thank you,
Jamie S[redacted]
Service Concierge
Mercedes-Benz Tyson’s Corner
###-###-####
[redacted]
From: [redacted],[redacted] Sent: Wednesday, February 25, 2015 1:47 PMTo: S[redacted],JamieSubject: FW: Attached Image
Sincerely,
Adolf A[redacted]
Pre-owned Sales Director
Mercedes-Benz of Tysons
[redacted]
Vienna,  Va 22182
###-###-#### (Direct)
###-###-####  (Fax)
From: [redacted] [mailto:[redacted]] Sent: Tuesday, February 24, 2015 8:09 PMTo: [redacted],[redacted]Subject: Re: Attached Image
This one ?Best regards,
[redacted]
On Feb 21, 2015, at 2:26 AM, [redacted] <[redacted]> wrote:
[redacted],
Thank you very much for the update.  It goes a long way towards easing the anxiety I have had for several months, as I had been very worried that the ownership document issue would never be resolved.  
I also appreciate actually being given an apology in your email last week, it is reassuring to know that it is recognized that the experience I have been going through is not acceptable.Best regards,
[redacted]
On Feb 20, 2015, at 4:49 PM, [redacted],[redacted] <[redacted]> wrote:
[redacted],
 
I wanted to give you a current update. I have secured the duplicate title to your car and have sent all necessary documentation to the DMV to complete the update today. Please find attached, proof of the submission today that should satisfy the proof of ownership. I expect the final update from the DMV with Mercedes Benz to be effected sometime early part of next week. I will keep you posted
Sincerely,
[redacted]
Pre-owned Sales Director
Mercedes-Benz of Tysons
[redacted]
Vienna,  Va 22182
###-###-#### (Direct)
###-###-####  (Fax)
 
 
Over 40 Brands and 30,000 Vehicles.The Ultimate Car Buying Experience.http://PenskeCars.com
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Review: I bought a Mercedes Benz E-350 in January 2013, it has warranty and I bought extra warranty (to cover wheels, tires, and dings) under the recommendation of the sale's person. In March I noticed discoloration on the back wheels, but due to my busy schedule I didn't have time to take the car back to the dealer. In June I notices the back wheels & tires and the front right wheel & tire have extensive discoloration and chipping. I called Tyson's dealer as they are the closest to me and explained the situation, they said that they will service the car and they will give me a loaner car while they are working on my car. I took my car to the Mercedes-Benz of Tyson on June 27 late afternoon. To my surprise I was directed to pick up a car from [redacted] Rent a Car in the same building, I protested and asked for a loaner car, they said that this is the way they do it (using [redacted] fleet as loaner cars), at the [redacted] counter the lady asked for my credit card, I told her that this is a loaner car while my car is in the shop, she said that they need the credit card for incidentals (i.e., if I bring the car low on gas or I get a parking ticket, ... etc.), I said that is fine and gave her my credit card. Needless to say that the Mercedes-Benz service person did not give me any paperwork which usually we get when we leave the car for service at any dealer or car service place where it states what they will do and to authorize them to work on the car. I figured that this a high end dealer and they might be exempts from abiding by the state laws. Anyway, couple days after I dropped off my car at the dealer, I received a call from [redacted] where he told me that he is working on the warranty claim and trying to get the wheel and tires covered and he said that he will keep me posted with updates. I confirmed with him that he has my cell phone number and my email address. I was waiting for [redacted] or anyone from the dealership to call or email me with updates, but nothing materialized, then we are in the 4th of July weekend (4th of July was on Thursday). On Monday 7/8 I became worried at the same time I didn't know their schedule during the holiday, I called the dealership on Monday late afternoon, after being transferred to the right department, the lady there told my that my car just came out of the wash and ready for pickup. I told here I will be there to pickup my car tomorrow 7/9. When I went to the dealership service with my loaner car, I met [redacted], I asked him what they did to my car, he said nothing because the warranty people will not cover it, I asked him why you did not call or email me and tell me that before, he said that he called me on 7/01 but my voice mail was full, I asked why you did not try again, also I asked if he has my email, he said yes, I asked why you didn't email me, he said "I really did not try hard to get hold of you, and with holidays I thought you are OK". I said "OK, yes I am OK" but I needed to know what is going on with my car. Then he tried to explain to me that the warranty that was sold to me by the other Mercedes dealer is "Lemon Warranty" and the wheels are after market wheels and that the other dealer took advantage of me and sold me a "Lemon". I told him that I doubt that, the car had less the 16K miles when I bought it, but I will check with other dealer about the wheels and the warranty. I gave [redacted] the keys of the loaner car and he said that he will take care of it. Few days after I picked up my car, I noticed a charge on my credit card by [redacted] Rent a Car of $492.69. I called [redacted] and they told me that Mercedes-Benz didn't pay for the loaner car. I called Mercede-Benz to speak with [redacted], but he was out, I left him a message, but he never called me back. I received email from [redacted] for evaluation, I told him in the email about my concern and the loaner coverage and how [redacted] charged my card, he replied that he will look into it and get back to me, but he never did. I took the car to [redacted] Mercedes dealer, they fixed the wheels under the warranty, I asked them about the wheels being after market as Tyson [redacted] Mercedes claimed, they stated their claim is not correct and the wheels are original, the head of the service department at [redacted] told me that he will do further investigation about the car history and he emailed me couple days later confirming that the wheels are Mercedes genuine wheels. Tyson [redacted] dealer misinformed, misdiagnosed and did not honor the warranty terms and my right to a loaner car while my car is at their facility. Tyson [redacted] Mercedes emailed me many times and they sent many post card trying to buy my car and sell me a new car -- I guess it is marketing, but that proves that they have my email address and they could email me about the status of my car as Mercedes [redacted] did, they communicated with me via phone and via email. By the way the lady at Mercedes of Tyson when I called to pick up my car , she said that my car just came out of the wash, but when I picked my car it was not washed ( I assume that they use DRY WATER).Desired Settlement: I demand that Mercedes-Benz cover my loaner car and refund me $492.69 which the amount that [redacted] charged my credit card.

Business

Response:

**. [redacted] presented his vehicle to our dealership for wheel repair that was covered by a third party warranty company (insurance policy) that ws purchased at [redacted] of [redacted]. The claim was called in and denied by the claims administrator. This was done after **. [redacted] found he had incorrectly identified his insurance coverage as a Mercedes-Benz policy.

We called The selling dealership to get claim submission information since the client did not have his policy. When it was called in the claim was denied because we were told that "cosmetic damage was not covered". We called two days in a row to advise the client and found his voicemail box was "full". The client then let the car sit with us for an additional 11 days without checking on the progress or lack thereof.

[redacted] was advised at the time he dropped off his car that we would provide alternate transportation for only 24 hours. **. [redacted]'s impression that we will provide him a loaner car for 12 days without him interacting with us is incorrect. We in fact paid for two days and absorbed a $99.00 expense without any offsetting revenue. **. [redacted] gave us his cell phone number as the point of contact. if this is where he wanted us to communicate, he should have cleared his voice mail. It is not up to the dealership to determine how to find a "lost soul". Perhaps it would have been prudent for us to email. However in the end it is **. [redacted]'s responsibility to communicate with us and not the other way around. The thought that one would drop off his car on a Thursday for a wheel repair and then not check on it until 12 days later is absurd.

Unfortunately we will not be able to help him in this matter.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

1) The insurance policy was bought from Mercedes Dealer and I was told that I can take the car to any Mercedes Dealer.

2) The Dealer claim that he called me is falls, when I asked him to provide a log of his call he refused.

3) The dealer is exaggerating and switching the blame on the customer, and I was never been informed that the loaner is for 24 hours. How that could be when I spoke with them (they called) 2 days after I dropped off the car at their facilities, they told me that they are still working on the insurance coverage and they will let me know about the progress, they mentioned nothing about the loaned car.

4) The dealer exhorted zero effort to contact me and inform me about the status via email and/or phone, and when I called and asked about the status, I was miss informed and told that the car was fixed and washed, neither was done as I found out when I picked up the car.

5) My car was in their possession over the weekend and the extended holiday of the 4th of July. The loaner car was minimally used. According to their rep, they did not contact me because they thought that I am OK! very irresponsible!

6) I hold the dealer responsible for the loaner car for the duration that they had my car in their position. This is not a situation where they told me that the work on my car was completed and I failed to pick it up in a timely manner; on the contrary, they acted very irresponsibly and without care.

Regards,

Business

Response:

Dear Revdex.com,

In response to the rejection by **. [redacted], I offer the following:

1) The insurance policy was bought at [redacted] cars. The insurance policy is a non-Mercedes-Benz product. This product purchase by **.[redacted] cannot be seen on any Mercedes-Benz data base.

2) We have logged two phone calls that went without message being left due to a mailbox that FULL!

3) Our loaner policy is disclosed on the Rental Autorization Slip that was handed to him. The rantal agent also discloses the policy verbally and there are multiple signs at the rental desk that explain our policy.

4) See above response. Wpoould customer call in to inquire after a few days without contact?

5) The vehicle was driven in excess of 650 miles. The irresposibility of the client to not check on his car or to clear his voice mail is not the dealers problem.

6) We have acknowledged **. [redacted]s complaint. However we will not be refunding any monies that were paid to [redacted] rental car by **. [redacted].

Review: The company charged a $52.01 fee to my bank card on 10/11/13 for a rental car associated with a service repair. The repair was covered under warranty and thus was the loaner car. I had the loaner car for two days but they only charged me for one day. I contacted [redacted] at the dealership and was told that he was correcting it as we spoke and that the fee would be returned. The fee was not. I contacted the same person several times as well as their rental department and the service supervisors. My calls are now sent only to voice mail and I do not get return calls. I have been dealing with this issue for months and am my wits end.Desired Settlement: I simply want my money refunded and to never have to deal with this company again. An apology for my time and stress would also be nice.

Business

Response:

To Whom it May Concern,

I have reviewed the complaint filled with your office by **. [redacted]. She is claiming that she should be reimbursed for loaner car charges that she incurred due to a late pick up of her vehicle from our service department.

She presented her vehicle to us for repair on 10/08/13. He rvehicle was repaired on that same day. Her loaner car was due back on the next day (10/09/13. She retured the loaner car on 10/10/13, which ws one day late. For this reason she was charged for the additional day of rental.

I will authorize refund of $52.01. I am doing this not out of a sense of responsibility, but out of sense of customer satisfaction only.

Respectfully,

Review: My name is [redacted]. Towards the end of June, I went with my friend who needed to bring his bosses car in to the Mercedes dealership in [redacted] for a tune up, and we had to rent out a car from the [redacted] which was in the same building. Unfortunately my friend didn't have a credit card on him, which [redacted] needed and said would put a "hold" of the amount of $224.53. The man at the counter said that nothing would be charged on the card as long as the car was brought back on time and undamaged, so I willingly put the hold onto my credit card. I assumed it would take maybe a couple weeks/a month for the credit to appear on my statement, but it is already the end of December and I still have not seen the credit posted to my account. This is what the debit line looks like on my bank account statement:

June 21, [redacted]

DRIVER: [redacted]

RENTAL #: [redacted]

PH#: ###-###-####

RETURN: 06/21/13 -- [redacted] USA

Please help me with the status on the credit to my account. I have e-mailed [redacted] and they just forwarded my e-mail to the [redacted] location in the Mercedes dealership and I haven't had a response in almost two weeks. And it's been almost seven months that I still have not received the credit on my credit card.

Thank you for your time and understanding.Desired Settlement: I would like [redacted]- Mercedes Benz to refund the amount of $224.53. They said they were going to just put a hold of this amount on my credit card, but that nothing will be charged to my card unless I didn't return the car on time or in damaged condition. I returned the car, and I thought everything would be settled. Turns out that the hold of this amount got posted as a transaction on my credit card statement, so I assumed I would be getting a refund of the amount back into my credit card. But it's been over six months and I haven't received an e-mail response back or anything updating me on the status of the refund. My request is that I receive the credit card credit back onto my card. Thank you.

Business

Response:

Dear Revdex.com,

**. [redacted] rented a car for her friend who did not have a credit card in order to secure an [redacted] Rental car. The friend who was driving the rental car was [redacted]. The vehicle was rented on June 10th. [redacted]'s vehcile was completed on that same day. **. [redacted] then returned the rental car on June 13th. Since the vehicle was returned late **. [redacted] was charged $49.27 per day for the extra two days that she kept the car. In addition to being charged for two days of rental, **. [redacted] also opted for the collision damage coverage for $53.97, the Personal accident insurance for $9.00, and also failed to refill the gas and was charged $43.56.

Our policy is clear when we authorize a rental we pay for the first 24 hours regardless of when the vehicle is completed. Once the service or repair is completed, the vehicle is expected to be returned. if the vehicle is not returned in a timely basis, the renter will lthen be charge. In this case because **. [redacted] failed to retun the rental in a timely basis, she was balance billed.

Should you have any question, please do not hesitate to contact me directly at ###-###-####.

Respectfully,

Service Director

Mercedes-Benz of Tysons Corner

Review: Back on October 2011, I had my SLK 320 annual tune up (54,294 miles). 4 days later there was no power while driving: the crankshaft position sensor had to be replaced. Then on Nov. 20, I cannot crank start the engine. A few days later, I had to repair the BAS/ESP warning light.

Again on October 2012, I had the annual tune up at 57,365 miles (I drove sparingly, only 3,171 miles after the Oct. 2011 tune up). 3 weeks later, I cannot crank start again: the steering lock has to be replaced and at that time it was discovered that the transmission fluid leaked and needed to be fixed.

It seems to me that everytime I brought my car for an annual tune up it will stir up problems a few days later.

I contacted [redacted]: he did not solve my concern but told me to bring my car back to be checked, on second thought I am afraid that by bringing the car back I will have more problems.Desired Settlement: If Mercedes Benz missed diagnosing/repairing the crank shaft problem at my first tune up they should find and fix the problem at my second tune up. Instead of that, they replaced the steering lock and caused the transmission fluid leak (possible, I cannot pin point the exact date of the leak: right after the tune up or a few days later)

Business

Response:

[redacted] & Revdex.com of Metro DC,

The A service performed on your vehicle in October 2011 entailed the below bulleted actions. The crankshaft sensor & BAS/ESP light needing replaced shortly thereafter was not missed on your service but that the annual service you received does not entail checking those areas on the vehicle.

A Service: Service includes visual checks of engine drive belts and steering mechanical component, check brake pad and rotor thickness, inspect tires for condition and damage, correct tire inflation pressures. Perform function check for horn and interior and exterior lighting. Check seatbelt operation, window and wiper operation. Check battery using “Midtronic MCR 717” tester. Also includes oil and filter change, reset FSS counter, check and correct fluid levels, lubricate doors and sunroof seal, hinges, and safety catches.

The B service performed on your vehicle in October 2012 entailed the below bulleted actions. If the transmission fluid was leaking during this service we would have recommended the repair to you but it was not. Weeks passed and over 3,000 miles were driven in between the service and the leak. The steering lock being replaced a year after the crankshaft position sensor does not mean we did not repair it correctly the first time; they are separate aspects of the engine starting and one repair does not correlate to the other, especially with twelve months in between them.

Perform SDS diagnostic to scan engine fault codes and reset engine parameter. Visual check of engine drive belts and steering mechanical component, check brake pad and rotor thickness, inspect tires for condition and damage, correct tire inflation pressure. Perform function check for horn and interior and exterior lighting. Check seatbelt operation, window and wiper operation. Check battery using “Midtronic MCR 717” tester. Also includes oil and filter change, reset FSS counter, check and correct fluid levels, lubricate doors and sunroof seal, hinges, and safety catches. Check condition of front and rear axle ball joints. Remove and re-install wheel and rotate, Replace air filter and pollen filter.

If you find this explanation insufficient please reach out to me directly as I would be happy to set up a face to face explanation with you and our Service Director [redacted]. Mercedes-Benz vehicles are highly complex and we empathize with the frustration that comes with not understanding the work performed. Your satisfaction is of the utmost importance to us and we appreciate your business and hope you give us the chance to keep it.

Best Regards,

Client Relations Manager

Mercedes Benz of Tysons Corner

([redacted]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: 1- It is not 3,000 miles like you quoted: at the tune up on 10/13/12 the mileage was 57,365 miles and the fluid leak repair was on 01/29/13 at 58,390 miles hence 1,025 miles difference. On the tune up date above, your service people did not notice any fluid leak. How can you base on faulty calculation and respond to us? I also want to point it out that the leakage may (I state may) occur right after the tune up on 10/13/12 because it is not the custom (at least for me) to look for leakage in the garage daily. You drive your car away, you are inside your car, you back out your car, you close the garage door automatically, you come back, you park at the same place, the leakage will not be noticed at all! As I said, I cannot pinpoint the exact date of the fluid leakage.

2- I have been treated rudely by [redacted] at one instance, I do not like to see him again.

Regards,

Review: I intended to purchase a 2007 Mercedes-Benz [redacted]. I have purchased many Mercedes-Benz in the past, and never had this horrible of an experience. I have family members who have purchased vehicles from Mercedes-Benz of Tyson's Corner numerous times, without many of the issues that I experienced. Initially I felt confident in my willingness to purchase a car from this "Certified Mercedes-Benz Dealer," but unfortuntely that was short lived. The car I was interested in purchasing, did not have a picture posted online, but two sales associates confirmed the specs of the car ([redacted] and [redacted]), and I had been looking for a car meeting these specs for a while. The morning I left to drive 3 hours to purchase the car, the pictures online did not reflect the given specs of a tow package, which was a must. I called the dealership panicked as I was already 1.5 hours into the drive, I had already sold my trade-in car, and I had already picked up the check from the bank. The sales associates ([redacted]) continued to assure me that the vehicle had a tow package, but I expressed that the pictures on the internet did not reflect that feature. The sales associates ([redacted]) reflected that the sticker on the car was wrong. Since I was already en-route to the dealership to pick up the car, I asked what we could do to rectify the situation? Both sales associates were unsure and offered suggestions that were not acceptable to my standards. I asked to speak to the Sales Manager ([redacted]), and left him at least two messages. He refused to return my telephone call, and told the sales associates, "Have your customer stop calling me." I continued on to the dealership as I needed a car. I ended up purchasing a 2010 Mercedes-Benz GL [redacted] for more money. The car was filthy and had "malfunction" indicators on the dash board. I showed the indicator to the sales associate ([redacted]) and he told me that he took the car to the service department to have the message "cleared" but the indicator returned as soon as I got on the highway. I called him to let him know of the indicator light (04/16/2014) and he called me back on 04/21/2014. I told him that I already had the car home, and would not be willing to drive the car back to that dealership, but would rather have it serviced at Mercedes-Benz of [redacted], Virginia. He indicated to me that I had not been happy the entire process, and he had done what he needed to do. While I was at the dealership and introduced myself to the Manager, he was rude, cold and aloof. I paid a cash downpayment for the vehicle, of which I needed change, and the Manager threw the change on the table at me, and acted as if I was inconveniencing him. If managing is an inconvenience, he needs a new job. I understand that a sales associate ([redacted]) originally misrepretented the specs of cars, but it is the managers job to oversee these aspects, as well. This is unacceptable! I took the car to the Certified Mercedes-Benz dealership in [redacted] (both locations) and they could not believe another certified dealership sold a car in this condition, let alone let it be test driven in the given condition. This is unacceptable and Mercedes-Benz of Tyson's Corner has no business being a Certified Mercedes-Benz dealership. Buyers beware!Desired Settlement: I would like the "Malfunction" that the indicator light is reflected repaired at Mercedes-Benz of [redacted]. I would like the car to be detailed (inside and outside), thus to include the carpet dyed in the areas that have been stained on floor boards) at Mercedes-Benz of [redacted], and I would like matching floor mats for the car (light gray), and I would like the mesh on the back of the driver and passenger seats to be replaced. All service to be conducted at Mercedes-Benz of [redacted].

Business

Response:

Revdex.com

RE: [redacted] – ID# [redacted]

Dear [redacted]

I have read the statement of complaint by [redacted]. I believe the original vehicle the customer

wanted to purchase was not equipped with the trailer hitch she needed to have

to be able to tow her horses and the Sales person did not check to make sure it

had it. I believe that in as much as that was a failure on our part, it was not

omitted out of malice or with the intention to deceive the client. That is

regrettable.

There are a few facts that need to be corrected here.

**

[redacted] purchased a 2010 [redacted] with 82,000 miles that was not a certified car because of mileage. The vehicle had

a 30 day or 1000 mile powertrain warranty.At no instance was any disposition of rudeness;

coldness or money thrown at her as there were two managers there to count the

money and to give her the appropriate change.

ACTIONALBLE ITEMS

I have spoken to her three times since then and

have mailed her brand new mats.I have asked her to schedule an appointment at

[redacted] Mercedes Benz to have the vehicle looked at to correct the problem she

has with the suspension. She has agreed to do that and I await the update from

that appointment.

This resolves the concerns she has with the vehicle and it

is my hope that this matter will be resolved to her satisfaction sooner than

later.

Signed:

Pre-owned Sales Manager

Mercedes-Benz of Tyson’s Corner