Mercedes Benz Of Walnut Creek

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ We have spoke with the customer to resolve thisPayment credit will be issued by MBFSWe apoligize for the confusion and the customer is now clear on what the misunderstanding was

From: [redacted] Sent: Wednesday, September 27, 5:PMTo: info < [redacted] >Subject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Complaint # [redacted] Hello, I was able to reach out again, and spoke to [redacted] service director We will set an appointment for the service deptto recheck the windows Thank you

Initial Business Response / [redacted] (1000, 15, 2015/10/20) */ Ms [redacted] , We are sorry to hear about your less then exceptional experience here last yearIt was not our intention to mislead youYour desired resolution of replacing all four tires was fulfilled back in October of 2014, at no cost to you Initial Consumer Rebuttal / [redacted] (2000, 17, 2015/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 7, 2015/09/14) */ Thank you again for sharing your feedback relating to your experience with our Mercedes Benz of Walnut Creek dealershipWe value all of our customers and we are disappointed anytime a customer reports dissatisfaction with an experience at one of our dealershipsWe certainly regret your experience at Mercedes Benz of Walnut Creek was not 100% satisfactory for you; however, we do not feel the comments and statements made to the staff were justified Sonic Automotive and their network of dealerships operate with very high standards for delivering quality service on a consistent basis to all customersWe hold all our associates accountable to conduct business with the highest degree of professionalism and integrityIn return we expect our guests to return the same level of professionalism when communicating with our associates After careful review of all the information relating to your purchase and communication with Mercedes Benz of Walnut Creek it is apparent that the business relationship has deteriorated beyond repair and your level of trust with the dealership has been lostWe feel is it not the best interest of either party to continue the business relationship therefore we respectfully decline future servicing of your vehicle and consider the purchase transaction finalizedOn September 4th We sent you the spare Key and Manuals through UPS with the tracking number: 1ZXXXXXXXXXXXXXXXX Again we appreciate your efforts to bring this matter to our attention and for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: Clearly this situations is going nowhere In addition to my credit score being ruined- I also just discovered that MB of Walnut Creek was dishonest about their Warranty policy I was told time and time again that the manufacturer Unlimited Mileage warranty was good for years from the original date of purchase, and that as a Certified Pre-Owned vehicle, MB of WC would add another a year to this "unlimited mileage" warranty They told me that this warranty would cover me until August 20th, 2017, plus one year would bring me to August Those dates were repeated over and over again They had me sign a document stating that I acknowledged that since it was a COP vehicle- certain things could possibly go wrong, but they assured me not to worry about that because I was covered by their warranty until 2017, then with their added year My car had nearly 46,miles on it when I purchased it Last week I took my vehicle into MB of Pleasanton for a warranty issue with my key and I was informed that my manufacturer warranty expired at 50,so my "bonus" year has already commenced I was originally told that it would not start until August 21st, I went through all my paperwork and documents I was given when I purchased my vehicle and nothing stated years OR 50,miles I contacted MB of WC to inquire and they stated that these terms were noted in their Certified Pre-Owned brochure, which I was wasn't given and it was noted on the back of the document they had me sign regarding the items that could possibly go wrong, seeing as it was a "used" vehicle Interestingly enough- that one double-sided document was not included in my set of copies I received when purchasing the vehicle Needless to say I am disgusted with this entire process and I will never again do business with MB of WC or any other [redacted] dealership Sincerely, [redacted]

Initial Business Response /* (1000, 7, 2015/09/14) */
Thank you again for sharing your feedback relating to your experience with our Mercedes Benz of Walnut Creek dealershipWe value all of our customers and we are disappointed anytime a customer reports dissatisfaction with an experience
at one of our dealershipsWe certainly regret your experience at Mercedes Benz of Walnut Creek was not 100% satisfactory for you; however, we do not feel the comments and statements made to the staff were justified
Sonic Automotive and their network of dealerships operate with very high standards for delivering quality service on a consistent basis to all customersWe hold all our associates accountable to conduct business with the highest degree of professionalism and integrityIn return we expect our guests to return the same level of professionalism when communicating with our associates
After careful review of all the information relating to your purchase and communication with Mercedes Benz of Walnut Creek it is apparent that the business relationship has deteriorated beyond repair and your level of trust with the dealership has been lostWe feel is it not the best interest of either party to continue the business relationship therefore we respectfully decline future servicing of your vehicle and consider the purchase transaction finalizedOn September 4th We sent you the spare Key and Manuals through UPS with the tracking number: 1ZXXXXXXXXXXXXXXXX
Again we appreciate your efforts to bring this matter to our attention and for the opportunity to respond

Dear ***:
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Mercedes-Benz of Walnut Creek will keep open the offer to you of a service credit for $in return for you executing a release agreement. However, at this time we will not be able to offer any additional assistance or consideration
As *** had indicated, your signed credit application authorized the dealership to submit it to "various financial institutions." We have been informed that a single inquiry or multiple inquiries on a single day, would have the same effect on a credit score. The credit reports that the dealership has were all printed on September 10, 2016. If you would share with me any complete credit report dated after September 10, 2106, reflecting a lower credit score than on the September reports, then we can take that additional information into consideration
Please feel free to contact me with any questions

Initial Business Response /* (1000, 5, 2016/01/04) */
Contact Name and Title: *** *** Finance Dire
Contact Phone: XXXXXXXXXX
Contact Email: ***@mbofwalnutcreek.com
We have emailed the customer the forms need to cancel the warranty.The customer's request has been processed
and resolved
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the warranty cancellation forms and have submitted themHowever, I am saying a 'No' for accepting the response because I want the complaint to be kept open until the refund goes through
Final Business Response /* (4000, 9, 2016/01/12) */
***, thank you for your responseYour refund will take 30/daysPlease feel free to contact us if you have any further question in the meantime

Initial Business Response /* (1000, 5, 2016/01/04) */
Contact Name and Title: *** *** Finance Dire
Contact Phone: XXXXXXXXXX
Contact Email: ***@mbofwalnutcreek.com
We have emailed the customer the forms need to cancel the warranty.The customer's request has been processed and
resolved
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the warranty cancellation forms and have submitted themHowever, I am saying a 'No' for accepting the response because I want the complaint to be kept open until the refund goes through
Final Business Response /* (4000, 9, 2016/01/12) */
***, thank you for your responseYour refund will take 30/daysPlease feel free to contact us if you have any further question in the meantime

Initial Business Response /* (1000, 5, 2015/10/02) */
***,
We don't have any info on this customer can you provide us with a vin or the name the car is under (vin is better) so we can research and assist?
Thx
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
The business contacted me last week and did indeed find the infoAll good
Final Consumer Response /* (3000, 13, 2015/10/14) */
Hi
Oh my! The all good was in response to them not being to find my infoI am still waiting for resolution from themThey said they would get back to me and they have not
Do I need to do something different now?
Oh so sorry
***
Final Business Response /* (4000, 15, 2015/10/15) */
***,
Thank you for your feedbackYou purchased an easy care warranty when you bought the car on 06/18/On your contract it states that "you may cancel your VSC within the first days of purchase (for used vehicles) and receive a full refundAfter days of purchase (for used vehicles), within or without a claim your cancelation refund will be calculated on a pro rata basis..." You sold your car back to us and canceled your warranty on 04/30/15, more than 30days after your purchase dateYou were given a pro-rated refund of $2,
We hope this resolves any confusion

Initial Business Response /* (1000, 14, 2015/10/05) */
BUSINESS RESPONSE: In regards to the customer alleged complaint of "car stalled while under 50K", would not be a result of a "balance shaft" replacementIf this vehicle had the symptoms of a worn balance shaft, i.eworn gear sprocket -
this would not cause an "engine stalled" issueIn regards to the estimate for a "balance shaft" repair, there is pending litigation pending in the federal District CourtThe proposed settlement will pay a portion of claims for reimbursement for qualifying past replacements -bit not all-XXXX-XXXX model year vehicles with M& MenginesIt will also cover a portion of qualifying future replacementsHowever, this is still pending final approval
Initial Consumer Rebuttal /* (3000, 16, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand there was a ruling by the courts regarding the balance shaft issue, however, there has been an appeal and now I have to wait for another rulingMercedes Benz is at fault for not disclosing this issue and I still need compensation for my loss
Thanks for your cooperation
Final Business Response /* (4000, 18, 2015/10/20) */
Mercedes-Benz, LLC (MBUSA) entered into a settlement regarding claims relating to the replacement of sintered steel balance shaft sprockets and idle gears in certain -but not all-XXXX-XXXX model year vehicles with M& MenginesThere is a settlement website for questions: www.BalanceShaft Settlement.com
Final Consumer Response /* (4200, 20, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will only be satisfied when Mercedes Benz reimburse me for the the repairs I made on my vehicle.Courts have settle,however,lawyers have stopped the law suit according to an MBUSA adviser in fairfield CaliforniaNot sure if that is a fact

Initial Business Response /* (1000, 5, 2015/10/02) */
***,
We don't have any info on this customer can you provide us with a vin or the name the car is under (vin is better) so we can research and assist?
Thx
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
The business contacted me last week and did indeed find the infoAll good
Final Consumer Response /* (3000, 13, 2015/10/14) */
Hi
Oh my! The all good was in response to them not being to find my infoI am still waiting for resolution from themThey said they would get back to me and they have not
Do I need to do something different now?
Oh so sorry
***
Final Business Response /* (4000, 15, 2015/10/15) */
***,
Thank you for your feedbackYou purchased an easy care warranty when you bought the car on 06/18/On your contract it states that "you may cancel your VSC within the first days of purchase (for used vehicles) and receive a full refundAfter days of purchase (for used vehicles), within or without a claim your cancelation refund will be calculated on a pro rata basis..." You sold your car back to us and canceled your warranty on 04/30/15, more than 30days after your purchase dateYou were given a pro-rated refund of $2,
We hope this resolves any confusion

Complaint: ***I am rejecting this response because:
I only agreed to sign the above referenced document after ***, the sales manager assured me that with my Excellent Credit, he would go to one Credit Union to gain funding for my loan I was told that he could not commence the process of gaining funding for my loan (with the one mentioned credit union) until I signed that document Based on those terms and those terms only did I agree to sign the necessary document For MB of Walnut Creek to now state that my signature authorized them to shop my loan and trigger hard inquiries on my credit, is a complete contradiction of the terms under which I agreed to sign this document in the first place Such sales tactics are deceitful, dishonest and unethical I feel as though I was tricked and liin order to gain my signature, then once acquired all previously promised-practices were ignored and my credit was ruined for their gain
I spoke to *** and one of the financial institutions reported on my credit report and they both stated independently that all these hard inquiry directly caused the damage to credit score I showed *** ***, the Finance Manager, a screen shot of my damaged credit scores on Friday the 16th, and I also already e-mailed copies of this screen shot to the GM, ***, and his Regional VP, *** This document clearly displays that my credit score dropped points to after all the hard inquiries triggered on 09.10.16.Sincerely,*** ***

Our Service Manager, *** *** had an onsite meeting with *** and he agreed to remove his Revdex.com complaint

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: Revdex.com
From: [redacted], Service Director- Mercedes-Benz of Walnut Creek
 
Reference: [redacted] Complaint
 
The [redacted]’s have been contacted, on September 14th, regarding their recent inquiry to the Revdex.com.
 
We will schedule the [redacted]’s to revisit the...

dealer and our intention is to work out a viable solution with the squeaking windows.
 
Once complete to the cus[redacted]ers satisfaction, we will update the [redacted]’s file.
 
[redacted]

Initial Business Response /* (1000, 7, 2015/09/14) */
Thank you again for sharing your feedback relating to your experience with our Mercedes Benz of Walnut Creek dealership. We value all of our customers and we are disappointed anytime a customer reports dissatisfaction with an experience at one...

of our dealerships. We certainly regret your experience at Mercedes Benz of Walnut Creek was not 100% satisfactory for you; however, we do not feel the comments and statements made to the staff were justified.

Sonic Automotive and their network of dealerships operate with very high standards for delivering quality service on a consistent basis to all customers. We hold all our associates accountable to conduct business with the highest degree of professionalism and integrity. In return we expect our guests to return the same level of professionalism when communicating with our associates.

After careful review of all the information relating to your purchase and communication with Mercedes Benz of Walnut Creek it is apparent that the business relationship has deteriorated beyond repair and your level of trust with the dealership has been lost. We feel is it not the best interest of either party to continue the business relationship therefore we respectfully decline future servicing of your vehicle and consider the purchase transaction finalized. On September 4th We sent you the spare Key and Manuals through UPS with the tracking number: 1ZXXXXXXXXXXXXXXXX

Again we appreciate your efforts to bring this matter to our attention and for the opportunity to respond.

Dear [redacted]:
 
Mercedes-Benz of Walnut Creek will keep open the offer to you of a service credit for $788 in return for you executing a release agreement.  However, at this time we will not be able to offer any additional assistance or consideration.
 
As [redacted] had indicated,...

your signed credit application authorized the dealership to submit it to "various financial institutions."  We have been informed that a single inquiry or multiple inquiries on a single day, would have the same effect on a credit score.  The credit reports that the dealership has were all printed on September 10, 2016.  If you would share with me any complete credit report dated after September 10, 2106, reflecting a lower credit score than on the September 10 reports, then we can take that additional information into consideration.
 
Please feel free to contact me with any questions.

From: [redacted] Sent: Wednesday, September 27, 2017 5:51 PMTo: info <[redacted]>Subject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Complaint #[redacted]
 
Hello, I was able to reach out again, and spoke to [redacted] service director.
We will set an appointment for the service dept. to recheck the windows. 
 Thank you

Initial Business Response /* (1000, 14, 2015/10/20) */
BUSINESS RESPONSE: DECISION: The repairs performed on July 5th, 2014, for a "Customer States engine dies while driving and cranks only", was from a (overheated) crankshaft position sensor and a "low pressure" fuel pump. These two repairs...

were at a cost of $2058.56. With authorization from the customer, the left and right valve cover gaskets, the vehicle battery, the left front window regulator, and the spark plugs were replaced, at an additional cost of $2396.19. Also, the customer received a $500.00 discount on the invoice.
Initial Consumer Rebuttal /* (3000, 16, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. As stated in the initial complaint the car still would not run after all the repairs. I had to take it to another shop and pay more for the same repairs after only driving 215 miles and asked to pay more again at the Mercedes shop the reason I went somewhere else after having it towed there. After spending over $5,000 this car should not have had the same problems. I was told in writing and in person the car passed all check points and runs so well from the service manager. I was taken advantage of and want Mercedes to settle this by refunding me $2500 or I will have to proceed with legal counsel and will be sending this over to Mercedes corporate office for review.