Mercedes-Benz of Wilsonville

It started yesterday. I made a reservation for an A Service which they advertised to be a drive in for an hour or less but I had to make a reservation instead. Ok, so I did and upon arrival at the dealership I was told I needed the B Service which I agreed to. In hind sight I should have asked for a courtesy vehicle, but I did not and 3.5 hours later my car was ready but I'd have to wait if I wanted the complimentary vacuum and wash. No way, I was done. After that ordeal I'm on my way home driving in heavy rain and I noticed the car was handling funny. Upon checking I discovered the tires were over inflated to 57 psi in front and 61 psi in the back. Recommended pressure is 35 and 42 respectively. I called and sent a text to the service advisor immediately but no response. I felt this was imperative to let them know that they had a technician who could not properly inflate tires. For what they charge hourly for that tech to work on our cars one would think they'd be proficient at inflating tires. So, I called back to speak with a supervisor and was told one would call me back. An hour later after no call I called again and was put on hold until the phone went dead. So...here I am writing this complaint. One last comment...it seems that they overbook because when I was there it was packed. Do they really care about customer satisfaction when they are too busy to provide timely and professional service.

Complaint: [redacted] I am rejecting this response because: The main facts remain unchanged: My part was ready, and you called and told me it was not and that you would contact me No contact was made in months I contacted you to be told, you have my part and you can install it I wasn't made aware of any defect issues until you had my car in your shop for hours The issue has not been resolved You can explain it to me all you want in as many ways as you want, but I will keep this complaint open until my defective unit is replaced Sincerely, [redacted]

We are unaware of any lab test completed that showed a positive result for moldPlease send us the lab results document from the third party that tested the vehicle for moldOur tests did not show positive for mold and met all of the Mercedes-Benz requirements for a Certified Pre-Owned vehicle prior to saleOur sales records indicate that all disclosures were provided in the customer required copies at point of saleI'm sorry that we are unable to satisfy your complaint to your liking but we believe we have performed at the level required of us by Mercedes-Benz and the State of Oregon

Thank you for forwarding this complaintThe customer was given the mats prior to opening this complaintThe Oil For Life has been set upAttached is a copy for the customer's recordsI apologize for the delay in setting this up and the lack of followup from our teamI will be contacting the customer directly as well Thank you again for the opportunity to correct this and satisfy the customer's complaints Kerry M***

Complaint: [redacted] I am rejecting this response because:The bottom line is that this car tested positive for mold and was sold in an unacceptable conditionI was never told about the certified pre-owned option of returning the car within seven days or I would have opted for that solution I kept the car hoping that the smell would dissipate but it did not and that is when I tested it for moldPlease see test photoI went into the dealership as a good faith effort to resolve this situation with some kind of trade, but the situation was treated as if I was just another customer off the street trading in an unknown vehicleThe Ozone treatment was applied but did not solve the problemI left the dealer hoping that it had solved the problem, but it only masked itHad the dealership tried to solve my problem instead of profiting off of itI would not be making this complaint.I am not in agreement that the dealership accepted responsibility for this defective vehicle Sincerely, [redacted]

[redacted] has been in contact with our dealershipI believe the consumer to be completely satisfied with our efforts since the date of the complaintOur relationship with [redacted] has improved dramatically and while he’s frustrated with the vehicle (he did not purchase this vehicle from our dealership but did bring it in for service) he understands that we are his advocates Regarding this specific complaint, we requested that the Regional technical specialist for Sprinter come and drive with *** He determined it was a characteristic of the vehicle and there was no abnormalities The shops that *** spoke with are independent service facilities and do not have technical data specific to his vehicle They are suggesting modifications to be made to the vehicle that are not approved by the manufacturer and would not be supported to be performed under warranty The Mercedes-Benz of Salem dealership (not owned by us) advised [redacted] that they would require a diagnosis fee for them to inspect the vehicle They did this because it has been clearly documented by the Technical Specialist that there is no defective condition and that it operates consistently with other like vehicles under similar conditions We believe [redacted] understands that we can’t make any additional improvements over what has already been done to resolve his concern We (Mercedes-Benz of Wilsonville) did replace the leaf springs as he indicates in his complaint and it improved the situation slightly (according to him 30-40%) At this time there are no further repairs that can be performed to address his issue, it is a characteristic of the vehicle

This complaint is being handled above the dealership management levelIn order for us to best resolve this for you we need copies of the correspondence outlined in your complaintPlease forward so that we may resolve this quickly for you

Please review our attached document for a reply to this complaint.Regards,Kerry M***Mercedes-Benz of Wilsonville [redacted] @mbwil.com Re: Complaint ID [redacted] To Whom It May Concern: We are in receipt of complaint ID [redacted] regarding services rendered to [redacted] by Mercedes-­-Benz of WilsonvillePlease accept the response herein to complaint ID [redacted] On January 6, Mr [redacted] had his Mercedes-­-Benz Stowed in to our dealership as the vehicle would not shift out of parkAfter extensive diagnosis we were able to determine that the electronic selector lever module or ESM was faultyAfter diagnosis we were verbally authorized to replace the ESM after our Service Advisor Chris C [redacted] spoke with Mr [redacted] The ESM is a special order part that does take over a week to receiveOn February 18th we installed the new ESM that was ordered to repair Mr [redacted] ’s shifting complaintDuring the programming of the new ESM there was a programming issue that prevented the new part to be correctly installedWe ordered a new ESM (a replacement of a replacement part covered under warranty) on February 19thOn the 27th of February we installed the new electronic shifter and we were able to successfully program the new control moduleFollowing the completion of the repairs, Mr [redacted] requested that we tell his insurance company that the work required was the result of a previous accidentMr [redacted] also stated that he would be unable to pick up the vehicle for several weeks due to a medical procedureSince this was an electronic part that failed and there was no sign of physical damage, we were unable to agree to his request to inform the insurance agency that this was a result of a previous accidentWe did however agree to include his statement of “since his accident the vehicle would not shift out of park”Once the repairs were completed in February we allowed the vehicle to set at our location waiting for some direction from either him or from his insurance company regarding payment for repairsOn July 24th Mr [redacted] ’s father paid the invoice in full for $1,for the replacement of the ESM on repair order # [redacted] He also asked if we could deliver the vehicle to his location around 4:30pm on Friday afternoonWe agreed as a goodwill gesture to return the vehicle to his location in Happy ValleyAfter driving the vehicle for 10-­-mintues our driver could hear a loud knocking sound coming from the left rear of the vehicleWe had the car brought back to our location so that we could investigate the sound furtherOur Service Manager, Shaun R***, called Mr [redacted] around 5:pm on Friday the 24th to advise him that we were unable to return the vehicle as requested and that we were looking into what was causing the noiseOn Monday morning we were able to locate the cause of the noise from the left rear tireAt some point this vehicle has had aftermarket wheels installed and with that aftermarket lug bolts put onWe have no history of removing the lug bolts from this vehicleIt appears that the lug bolts are too long and were impacting a portion of the left rear parking brake unit that is housed inside the left rear brake rotorThis is not something that we would have ever seen during an inspection as this is an internal mechanical partThis would also not be affected when we installed the new ESMSince the car was towed into our dealership we were unaware of additional issues with the vehicleIt is our opinion that the “knocking noise” was happening prior to the vehicle being towed to our facilityOnce the items were identified and an estimate was built, the information was sent to Mr [redacted] The total repairs would cost $2,for us to perform the additional needed repairsMr [redacted] was not satisfied and stated that we did not have authorization to drive his car to himIt was our understanding that due to his medical condition that he had empowered his father to make payment as well as handle the transport of his vehicleWe would like to reach a settlement with Mr [redacted] but he has been unwilling to work with us for a positive outcomeAt this time we have absorbed the cost of diagnosis and waived all fees related to the additional repair order # [redacted] The vehicle is still at our dealership and Mr [redacted] is able to pick it up at his convenience if he would like to take it to another dealership for repairIf you have any questions or need further clarification please feel free to reach me directlyWe truly wish to resolve this complaint with Mr [redacted] Regards, Kerry M [redacted] Mercedes-­-Benz of Wilsonville [redacted] @mbwil.com

First of all I apologize for the delay in this response We are the highest rated Mercedes-Benz dealer in Oregon and take consumer complaints extremely seriousWe sell more Mercedes-Benz vehicles than any other Mercedes-Benz dealer in Oregon (according to MBUSA retail sales reports since May to April 2017)It is our belief that it is our customer service standards that have continued to bring customers to our dealership We are also the only North West Mercedes-Benz dealer that has been awarded the Best of the Best Dealer Recognition Award by Mercedes-Benz USAThis award is given by Mercedes-Benz USA for dealerships meeting the highest level of Service, Sales and Manufacturer Customer Surveys I say this only to emphasize that the customer experience is the highest of our prioritiesHere are the findings of my research based upon service records and management conversations [redacted] purchased a ML 4WD SUV in October 7, This vehicle was a Certified Pre-Owned vehicle meaning it underwent all of the certified service requirements mandated by Mercedes-BenzThis includes a rigorous inspection and certification process that covers everything from the engine, drivetrain and electrical system, to exterior and interior appearanceA Mercedes-Benz pre-owned vehicle can not be considered Certified Pre-Owned without undergoing this certification processFor more on the Certified Pre-Owned Certification Process, please see our website here - http://www.mercedesbenzwilsonville.com/why-buy-mercedes-benz-certified-pre-owned...⇄ In addition Certified Pre-Owned Mercedes-Benz vehicles are covered under the Unlimited Confidence Warranty, including a seven (7) day exchange policy which you can review here - http://www.mercedesbenzwilsonville.com/mercedes-benz-certified-pre-owned-warrant...⇄ At the time of delivery to the customer on October 7, Mr [redacted] stated his wife is extremely sensitive to mold and that he thought there was a smell of mold at time of purchaseMr [redacted] took delivery of the vehicleUnder the Certified Pre-Owned Warranty Mr [redacted] could have returned this vehicle within seven (7) days for a full exchange On February 3, 2016, Mr [redacted] came to our dealership with several concernsOur service department did an extensive multi-point inspection and was unable to confirm any of the consumers complaintsPlease see the attached internal Service RO # [redacted] I have summarized these issues and our findings belowCustomer was not charged for the service Consumer states mold in vehicle We were unable to detect any mold in the vehicleConsumer was not able to tell us where the mold wasThere was no noticeable odor or mold present at the time we inspected the vehicleThe vehicle was treated with ozone generator as a courtesy Consumer states heated steering wheel not working in some areas or not at all The steering wheel heating element is in other ring of steering wheel so it only heats the outer portion of the steering wheelSteering wheel heater is working as designed by Mercedes-Benz Consumer states Keyless Go on Drivers Door is inoperable Keyless Go was working as designed upon our inspection Consumer states wipers chatter when in use even after he had the wipers replaced Wipers did not chatter on road test during our inspection Consumer states noise when vehicle is started cold During our inspection we were not able to duplicate this issue Consumer states harsh shift in transmission No fault codes found during our inspection, road test or software update Consumer also requested a quote for trading in this vehicle for a newer vehicleOur management was involved and did everything possible to find the highest trade in value since he was interested in purchasing a newer vehicle from usMr [redacted] was not happy with our numbers as the dealer trade in value was $5,less than he purchased the vehicle retail from usI have also attached a copy of the quote, prepared by our General Sales Manager Dave R [redacted] , for his trade in value We do regret that we were unable to find a more satisfactory solution in Mr [redacted] ’s perspective; however, we believe that we acted in good-faith and in accordance to Oregon State and Mercedes-Benz standardsPlease let me know if you require any additional information to satisfy this complaint Sincerely, Kerry M [redacted] Digital & Media Marketing Mercedes-Benz of Wilsonville

Please send copies of the email and text message documentation so that we can resolve this

Complaint: ***
I am rejecting this response because:I have already sent this to them and they never responded I have copies of them,they're scam artists
Sincerely,
*** ***

Our dealership has been in contact with this clientOn June 22, we offered to send a check in the amount requested for $to satisfy her complaintWe have a strict policy that if we make payments for any work being done on a vehicle outside of our service department that we must receive
a signed release from the customerWe are a very high volume luxury dealership and we have to be very careful when paying for work that could have an implied warrantThe customer returned the release with the majority of the agreement crossed out, including the liability waiverThe customer is asking us to pay for body work of which we have no supervision or knowledge ofThe vehicle was inspected prior to saleWe can't accept any liability related to the fitness of another service providerThe payment was a goodwill payment and was intended to resolve the outstanding issued and to let her know that we careWe stated this to the customer in hopes that she would understandThe customer did not respond to the email sent by our owner to her on June 23, We would be happy to send her the goodwill payment but would require her to sign the release agreement as is without altercation. If you require any additional information to satisfy this complaint, please let me know. Kerry M***Customer ExperienceMercedes-Benz of Wilsonville***@mbwil.com

Complaint: [redacted]
I am rejecting this response because:The bottom line is that this car tested positive for mold and was sold in an unacceptable condition. I was never told about the certified pre-owned option of returning the car within seven days or I would have opted for that solution.  I kept the car hoping that the smell would dissipate but it did not and that is when I tested it for mold. Please see test photo. I went into the dealership as a good faith effort to resolve this situation with some kind of trade, but the situation was treated as if I was just another customer off the street trading in an unknown vehicle. The Ozone treatment was applied but did not solve the problem. I left the dealer hoping that it had solved the problem, but it only masked it. Had the dealership tried to solve my problem instead of profiting off of it. I would not be making this complaint.I am not in agreement that the dealership accepted responsibility for this defective vehicle.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The main facts remain unchanged:  My part was ready, and you called and told me it was not and that you would contact me.  No contact was made in 2 months.  I contacted you to be told, you have my part and you can install it.  I wasn't made aware of any defect issues until you had my car in your shop for 4 hours.  The issue has not been resolved.  You can explain it to me all you want in as many ways as you want, but I will keep this complaint open until my defective unit is replaced. 
Sincerely,
[redacted]

This was due to a manufacture recall issue and the parts have been put on hold by Mercedes-Benz. The original letter sent by Mercedes-Benz USA did say the parts were available, however the parts had a large number of instances where the horn was inadvertently triggered. Therefore...

Mercedes-Benz USA again put the parts on hold. We have received current information that the parts are coming available from Germany in 5 weeks. This information can be verified by calling Mercedes-Benz USA at 800-367-6372.  Our  Service Manager spoke with the customer yesterday and went over this most recent information.Thank you, Kerry M[redacted]Consumer Affairs Department

Thank you for forwarding this complaint. The customer was given the mats prior to opening this complaint. The Oil For Life has been set up. Attached is a copy for the customer's records. I apologize for the delay in setting this up and the lack of followup from our team. I will be contacting...

the customer directly as well.
 
Thank you again for the opportunity to correct this and satisfy the customer's complaints.
 
Kerry M[redacted]

Complaint: [redacted] I am rejecting this response because: Mercedes of Wilsonville response is false because there are several facts that are untrue which will show there true integrity and service obligation to me as the consumer. Fact # 1. Shaun R[redacted] did not ever contact me on Friday July 24th 2015. My vehicle was to be surprisingly delivered to my home at 5pm from requested by my father [redacted] who is not the legal owner of the vehicle nor did I sign or verbally authorize to give rights to joy-ride or even drive and return my vehicle to my home. If Mercedes of Wilsonville can please provide a signed authorization to me or the Revdex.com to drive and return my vehicle please do immediately. However, on July 24th 2015 at 5:58pm I called Mercedes Benz of Wilsonville and demanded to know where my vehicle was at because my father called me and was trying to surprise me with my vehicle returned by Mercedes of Wilsonville and the receptionist put me through to the Service Manager Shaun R[redacted]. Shaun R[redacted] then told me that there was a large explosion while driving my 2004, S500 Mercedes vehicle in Mercedes of Wilsonville's care and that Shaun would call me on Monday July 27th 2015 and Shaun R[redacted] did not know what happened to my vehicle??? No return phone call was ever returned until Wednesday July, 29th 2015 and Shaun R[redacted] told me on email not on the phone that there was damage to both the right and left rear wheel wells and e-brake and a total of 5K additional damage to my car repaired. My insurance adjuster told me after he visited the car the next week that the vehicle was overdriven meaning too fast or driven abruptly by the staff at Mercedes of Wilsonville and either drove with the e-brake (on) while driving my vehicle or hit something on the freeway while joy riding in my vehicle unintentionally damaging my vehicle in there care. Fact # 2. I do not have after market wheels and tires for my Mercedes S500. I have always had original Mercedes wheels and correct tires and lug bolts for my vehicle. Also, there is no incorrect lug bolts to my vehicle per claims adjuster. My Mercedes vehicle was purchased back in July of 2012 and was (only serviced by Mercedes of Wilsonville.) Fact # 3. My vehicle has been at Mercedes of Wilsonville since June of 2014. See attached receipts for other related dates of service B repair and alignment service. Fact # 4 This has happened to me (twice) at Mercedes of Wilsonville in the past year! See attached back seat replacement where Mercedes of Wilsonville damaged my back seat and forgot to latch down the entire back seat of my vehicle and hit me the driver in the back of the head while returning to my home. Scott W[redacted] previous service manager was later fired and replaced due to negligence and incompetence of this simple repair by Mercedes of Wilsonville. Fact # 5 This is mechanic fraud and the following business partners should be contacted by the Revdex.com to prove such allegations. [redacted] Manager at [redacted] at [redacted] at [redacted] from [redacted] even contacted Shaun R[redacted] on 8/4/2015 and explained to Shaun R[redacted] the Service Manager that the Mercedes lug bolts were the correct lug bolts on the vehicle and even purchased the existing lug bolts from Mercedes of Wilsonville otherwise the vehicle would not have been able to driven at all and not able to get one foot out of the Wilsonville Dealership service center door. My vehicle has had zero alleged movement for the past year, 100% service fraud to get (me) the consumer for more money and bait and switch tactics after Mercedes of Wilsonville was paid in full for $1,475 dollars. This is predatory mechanical fraud. Fact # 6. I have attached the photos for mechanical fraud by Mercedes of Wilsonville taken by my adjuster to prove my claim. Also, my insurance adjuster advised me after the additional damage by Mercedes of Wilsonville on July 24th 2015 while joy riding in my vehicle that my car is declared unsafe to drive and to not drive my vehicle until the damage of 5K is repaired by Mercedes of Wilsonville. Thank you Mercedes of Wilsonville but I appreciate my safety than your money and should not be able to sleep at night knowing you damaged my vehicle on your time. Fact # 6 I have emailed upper management Terry T[redacted], Jeff S[redacted], Shaun R[redacted], Cheyenne M[redacted], and Alyssa to return my phone calls and emails and no response since 8/13/2015. Please provide a email address and I will send you my phone records and email dialogue between myself and service team of Mercedes of Wilsonville. This is wrong and Mercedes of Wilsonville is liable while my vehicle was in there care. I want my vehicle repaired and paid for in full to the condition it was before Mercedes of Wilsonville service team damaged my vehicle on July 24th 2015 again... Also, please have the owner Jeff S[redacted] courtesy call me. I have left Jeff S[redacted] numerous messages to call me regarding the above issues with his Mercedes service staff. Bottom line, my car was in Mercedes of Wilsonville care at the time of the alleged 5K of additional damage of my vehicle so the liability lye's with the Mercedes dealership for the extended damages of my vehicle on July 24th 2015. Please forward me your companies insurance information for your dealership. This is wrong to do this to any Mercedes Benz of Wilsonville consumer and destroy there vehicle while in there Mercedes of Wilsonville service care. Sincerely, [redacted]

[redacted] has been in contact with our dealership. I believe the consumer to be completely satisfied with our efforts since the date of the complaint. Our relationship with [redacted] has improved dramatically and while he’s frustrated with the vehicle (he did not purchase this vehicle from our...

dealership but did bring it in for service) he understands that we are his advocates. 
 
Regarding this specific complaint, we requested that the Regional technical specialist for Sprinter come and drive with [redacted].  He determined it was a normal characteristic of the vehicle and there was no abnormalities.  
 
The shops that [redacted] spoke with are independent service facilities and do not have technical data specific to his vehicle.  They are suggesting modifications to be made to the vehicle that are not approved by the manufacturer and would not be supported to be performed under warranty.   
 
The Mercedes-Benz of Salem dealership (not owned by us) advised [redacted] that they would require a diagnosis fee for them to inspect the vehicle.  They did this because it has been clearly documented by the Technical Specialist that there is no defective condition and that it operates consistently with other like vehicles under similar conditions. 
 
We believe [redacted] understands that we can’t make any additional improvements over what has already been done to resolve his concern. 
 
We (Mercedes-Benz of Wilsonville) did replace the leaf springs as he indicates in his complaint and it improved the situation slightly (according to him 30-40%).  At this time there are no further repairs that can be performed to address his issue, it is a characteristic of the vehicle.

We are unaware of any lab test completed that showed a positive result for mold. Please send us the lab results document from the third party that tested the vehicle for mold. Our tests did not show positive for mold and met all of the Mercedes-Benz requirements for a Certified Pre-Owned vehicle prior to sale. Our sales records indicate that all disclosures were provided in the customer required copies at point of sale. I'm sorry that we are unable to satisfy your complaint to your liking but we believe we have performed at the level required of us by Mercedes-Benz and the State of Oregon.

This complaint is being handled above the dealership management level. In order for us to best resolve this for you we need copies of the correspondence outlined in your complaint. Please forward so that we may resolve this quickly for you.