Mercedes Benz Of Walnut Creek

Initial Business Response /* (1000, 15, 2015/10/20) */
Ms. [redacted],
We are sorry to hear about your less then exceptional experience here last year. It was not our intention to mislead you. Your desired resolution of replacing all four tires was fulfilled back in October of 2014, at no...

cost to you.
Initial Consumer Rebuttal /* (2000, 17, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for notifying our office of your most recent experience at our Mercedes Benz of Walnut Creek dealership. Your feedback included in your October emails as well as the comments from our conversations were forwarded to [redacted] and [redacted] Senior Management Team so that they would be aware of the situation that occurred. 
 
Feedback is very important to our organization as information such as yours helps identify ways that we can improve our overall operation to better serve the needs
of our customers. We understand the importance of acknowledging customers’ concerns both during and after their purchase. 
 
We operate with very high standards for delivering quality service on a consistent basis to all customers and we hold all associates accountable to conduct business with the highest degree of professionalism and integrity. On behalf of [redacted] we sincerely regret that your experience was less than satisfactory and we apologize for any inconvenience you may have incurred. As much as we desire to resolve each of our customer’s requests to their satisfaction, it is not always possible to meet every expectation. 
 
Again we appreciate your efforts to bring this situation to our attention and for the opportunity to respond.

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

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 4 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 2018.  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 2018 with their added year.  My car had nearly 46,000 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 50,000 so my "bonus" year has already commenced.  I was originally told that it would not start until August 21st, 2017.  I went through all my paperwork and documents I was given when I purchased my vehicle and nothing stated 4 years OR 50,000 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, 14, 2015/10/20) */
Mr. [redacted],
We are sorry to hear about your car troubles. It is not our intention to sell a bad product. We can only inspect and diagnose the car for issues at the time of inspection/purchase and cannot predict the future life of the...

vehicle. We offered extended warranty on your vehicle. Unfortunately, you declined to purchase any extended warranty options. Again, we are sorry to hear about the issues you are facing with your vehicle, but we will not refund your purchase. If you would like assistance in finding a replacement vehicle, we would be more than happy to help