Mercedes-Benz USA

Mr [redacted] called the CAC with an odor concern in his vehicle and requested breaking his lease by or monthsMBF offered as a good will gesture to waive his disposition fee and MBUSA offered as a good will gesture to provide a $incentive towards a new Mercedes-Benz at an authorized dealership due to his patronage to the brandHis vehicle bearing VIN [redacted] is still supported under the New Vehicle Limited Warranty which is 4yrs or 50kmiles , which ever comes firstHe can take the vehicle to an authorized dealership to have the vehicle reviewed for any outstanding concerns and we would be glad to service is car

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 Regards,

MBUSA attempted to reach Mr*** in June of on several occasions and he was sent a "no contact letterVehicle bearing VIN#*** was reviewed at an authorized dealership Benzel-Busch Motor Car Corpin NJ. The vehicle was diagnosed with bent rims and in need of wheel
alignment in order to resolve the "pulling" concern mentioned by the customerThe bent wheels are due to outside influence and not a warranty itemMs*** authorized wheel repair and she would return for the other repairs when she received her pay checkShe expressed tot he Service Manager that she was satisfiedAlso, $2,was offered as a good will gesture due to their patronage for a new Mercedes-Benz at an authorized dealershipThe customer is welcome to schedule an appointment at an authorized dealership to have the car reviewed and have the other rims repairs

VIN# *** Mr*** called the customer assistance center on 7/1/with concerns of vehciel -odor and noiseHe requested breaking his lease one or two months earlier than termCase Manager Andrea referred his file to Mercedes-Benz Financial(MBF) due to his loyalty to the brand
MBF offered to waive the dispostion fee $if he went into another Mercedes vehicleHe was encouraged to pay his lease .Case Manager offered $towards new MB as a gesture of good will

we have been in contact with the consumer and we are resolving it

I am rejecting this response because:*** *** did in deed service my vehicle in March and claimed the reason my vehicle was pulling was due to bent rims, they claimed that my brakes were fine, and there was no abnoise in the engine, However months later when I started getting an engine light it turned out that *** *** probably didn't even look at my vehicle My engine needed new chain tensioners, non return valve, flange gasket, sealant, and a hexalobular boltThe car needed an alignment and after that was done the vehicle no longer pulled anymore (so it obviously wasn't "bent rims") I drove around for months with an unsafe vehicle because *** *** and corporate didn't take my complaint seriously However it doesn't end thereI still had to bring my vehicle back to prestige different occasions because the first time they failed to fix the front end squeak, and the oil leakThe second time they related the squeak to my panoramic roof and allowed me to drive off the lot with the roof leaking and soaked my entire carI have a video to prove it (please contact me I will send the video) and still didn't fix the oil leakThe third time I returned they re-torgued my roof and finally found the oil leak was related to a seal in the bottom of my engineIf this isn't an inconvenience then I don't know what isMy vehicle still has unresolved issues as I have over service complaints. As for the $2,000, I still never received itIf they are willing to send my contact information is ###-###-####

Following the time customer sent this complaint on 1/7/15, she was contacted by Mercedes-Benz USA on 1/8/in-which she indicated the Mercedes-Benz of Cherry Hill dealer was able to resolve issue and offered her assistance towards the vehicle repairsCustomer advised she was satisfied

I spoke with Mr*** and explained that his original application indicated by a checked box to “authorize and request that the Dealer or Mercedes-Benz Financial Services provide the personal information that you supplied to them to *** *** *** *** and its affiliated
entities to be used by *** *** in connection with a submitted application for the Mercedes-Benz Credit Card from *** ***.” He requested a copy of the application and thanked me for calling. I emailed a copy to him today."

Mr. [redacted] called the CAC with an odor concern in his vehicle and requested breaking his lease by 1 or 2 months. MBF offered as a good will gesture to waive his disposition fee and MBUSA offered as a good will gesture to provide a $1000.00 incentive towards a new Mercedes-Benz at an authorized dealership due to his patronage to the brand. His vehicle bearing VIN [redacted] is still supported under the New Vehicle Limited Warranty which is 4yrs or 50kmiles , which ever comes first. He can take the vehicle to an authorized dealership to have the vehicle reviewed for any outstanding concerns and we would be glad to service is car.

I am rejecting this response because:  No one suggested a service appointment or seemed willing to do anything about the foul odor in the vehicle. The service department from the get go just tried to place me in a new vehicle.

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.
Regards,

Review: In about an year ago I bought brand new Mercedes Sprinter from certified dealer ship in Colorado. I bought brand new vehicle because I didn't wanted to have problems with it and because I'm a woman who doesn't understand how to repair it. Driving this truck is what I do for living. Three month ago I moved to Chicago.For the last 2 months this truck was 9 times in the Mercedes dealership for repair. They don't know what the problem is but they keep changing different parts and keep charging me for that. Right after I got out of the dealer it's giving me the same problem and I have to go back. In the last 2 months my truck is in the dealer all the time and I can't work. I'm loosing money every single day because I'm can't work, and on the top of that Mercedes keep charging me money for their poor performance. I'm making my payments to Mercedes every month and I receive nothing from them, I also pay cargo insurance which is $600 per month. I can't afford to make my payments if I don't work and I don't work because my truck is in the shop all the time. Mercedes is huge name in the car industry, but it's very huge disappointment for me.I need someone to take this seriously because if they don't fix my truck ASAP I'll become a homeless. I called 100 times in the dealership, I talked with the manager and the only answer I received from them is "Sorry" . I called in the main office of Mercedes in NJ two weeks ago, and I asked them to find solution for this problem, but I never heard back from them. I'm tired and desperate, and I don't have money to pay them anymore.Desired Settlement: Obviously there is something completely wrong with this vehicle if the mechanics in their own dealership can't find the problem. For me there are two possible fair outcomes of the situation. First outcome is Mercedes to exchange my truck for new one so I can start working. Second outcome is Mercedes fix my truck ASAP, do not charge me for that, and compensate me for the money I already paid for repairs with no result, and for the time I couldn't work and lost $20,000 because their truck was broken.

Review: Car I have is a lemon and should be included in recalls and repairs should be coveredDesired Settlement: I would like my money back or replacement of vehicle

Review: 09/08/2015 To Whom It May Concern: Mercedes Benz Corporate 3 Mercedes DR.Montvale, NJ 07645I am writing a formal complaint regarding my C350 2010. I called Mercedes Benz service center on August 22, 2015 to alert them what was happening to my car. I was driving and my car shut off in the middle of the road very dangerous and not safe at all. They assign me to a service adviser Austin at their [redacted] Location. And he proceeded to assist. At this point I explain to him that I was not safe at all I was in middle of a road and could get ran over and killed. He then told me to call Mercedes Road side assist to get my car towed in. I called my niece and my sister to come and wait with me because of the danger and safety I was in. I mention to him that this same issue happen to my friends Mercedes. I told him it was the Electric Steering Lock has a malfunction, there is a mechanical fault. There is an implausible signal. He then told me it have to be check and they will let me know , I received a call from him Monday August 24, 2015 and I was right it was exactly what I said the electric steering lock malfunction. I told him there was no recalls on the car. I check, before bringing it in. He then told me that I was responsible for the repairs and I told him that was wrong and the car had a mechanical malfunction. He then told me to contact their customer service department which is corporate. I made a phone call the next day and explain to them why, I was calling and need to speak with someone in management, I was told that I was going to receive a call from a case manager within 24 hours which this did not happen. The customer service team very rude, and I did ask her why was she being so rude and I know my call should be recorded, she did not care. I also ask her to read my complaint back to me, and she could not. She was brushing me off and told me my case manager will call me within 24 hours and that never happen, I had to call back in two days later to ask why havent I received a call I was told that they was going to escalate my complaint, I finally received a call from Romero and he apologize why he did call back within 24 hours and did not know really what was going on very unprofessional. He really did not care. He started pulling up recalls which I explain to him I already did that. He should have already known about that. Basically told me that I was going to be responsible for the repairs. I then mention to him about the complaints, from the tow truck driver. The tow truck driver told me that he picks up Mercedes Benz five days a week for this same problem and his tow truck company makes millions of dollars off of Mercedes a year he also stated that this will happen again. The other complaints is on tweeter, face book. Google, y- tube bottom line Mercedes dont care about safety of and danger of people life. All they care about is money this could have cause a fatal strategy which could have result in death of my life and others. I mention my case manager Romero that this needs to be a recall. He did not want to hear that all he was saying that I had to pay for it. I suggest that they pay for it in full or split half of the cost or issue a recall for all Mercedes. My case manager could care less about what I was trying to explain about my safety. Again I understand that I will have car repairs , but a malfunction of my steering lock switch just shut down on me in the middle of traffic have nothing do to with me. Malfunction is an error and then dealership could have taken care of this. Given out loaner cars is a service while your car is being repair this is not something that they are given you. You are paying for the loaner car when you pay to get your car fix. I mention I will complaint to the Better Business of Bureau they can care less. And my complaint is just one to lay to the side or throw away it will take a lawsuit or death to get them to do something about this issue.Desired Settlement: I would like a recall on all of the Mercedes this is a safety issue. I would like a call from a manager from corporate and not from a case manager and I would like a refund.

Business

Response:

Thank you for your contact to Mercedes-Benz USA, LLC (MBUSA). We have reviewed your letter of September 9th, 2015 regarding Ms. [redacted] D. [redacted] concerns with the repairs on her 2010 C350. We have been in contact with Ms. [redacted] to address her concern. As discussed with the customer, the vehicle warranty expired in November 2013 and there are no outstanding campaigns. For these reasons, Mercedes-Benz USA respectfully declined her request for financial assistance for the needed repairs. Thank you for the opportunity to respond. Sincerely,

Review: Complaint Letter

Mercedes Benz B Class Vehicle

12/29/2015

Mercedes Bens USA, LLC

3 Mercedes Drive, Montvale, NJ 07645

Re: Mercedes B-Class 2014 Registration # [redacted]

To whom it may concerns,

On 11/25/2014, our company, UNorth Inc, purchased a vehicle from Mercedes Benz of Walnut Creek. The vehicle in question is the Mercedes B-Class 2014 with the VIN number of [redacted] We have been a loyal customer of your company for many decades, with many cars still leased under our account at this time. Unfortunately, this particular vehicle has not been of satisfactory. We are extremely disappointed in the mis-leading and fraudulent charging component of this car. A full day charge (10 hours) at our resident get us only 15-18 miles added on. It takes a full day and an overnight charge to bring it up 30-35 miles. I have also taken this car to dealership over 10 times in the past year and given our extremely busy schedule this has been extreme inconvenience. We certainly expected this vehicle to hold up to the standard same as other Mercedes cars but it does not come even close; we are very disappointed.

This has proven to be one of the worst Mercedes vehicle that we as a company have leased ever. We are requesting, as loyal customer, to be able to trade this car in for a different vehicle. We would love to continue our relationship with your company since we do truly enjoy the other cars that we have leased. Please take our request into consideration. If we can come up with a feasible solution that would be much appreciated.

Please feel free to reply to the phone number above for my assistant ([redacted]) regarding this issue, or by email. We certainly hope that you value our relationship and consider the request above but should we not be able to come to a decision, I will be forced to file a complaint with the State Attorney General. We hope to be able to resolve this issuDesired Settlement: Would like to exchange / trade in our current lease vehicle for another vehicle.

Review: In September 2012 I leased a 2013 Mercedes Benz C300. The lease came with a 3 month free trial for [redacted] (safety and Security system). In December 2012 I called [redacted] to ensure that this service is to be canceled once the 3 months was up. They assured me the trial account was canceled and I would incur no charge. In January 2013 I received a $29.96 charge to my Credit Card, which I immediately disputed and I was issued a credit for the $29.96. I once again told then this free trial has now ended and I would like the account closed effectively immediately as I do not utilize this service at all. Once again they assured me it was closed and my credit card would not be credited again. [redacted] has not only ignored my request to terminate this service, they have now billed twice in the amount of $299.60, for a service that I terminated 3 months after leasing the car.

I own a 2007 CLK 350. In March of this year, I was driving on the highway with my kids in the car, when my car stop accelerating while in motion at 60 mph and began coming to a complete stop. As I felt the car losing speed while my foot was still on the accelerator, I immediately made my way to the emergency lane. By the time, I arrived in the emergency lane, the car had come to a complete stop. This was horrific and scary! There were so many 18 wheelers and traffic coming towards us, I burst into tears, I was stunned. All I could think about was, what if my kids had been hurt. I was unable to put the car in any gear while in the emergency lane. So I decided to turn the car off, wait a few minutes then turn it back on. This worked, but only long enough to get us off the exit. Less than 1/2 a mile off the exit, the car again began to lose acceleration. So I waited awhile and used the same tactic as before. Again this worked, and again I was only able to move the car about a 1/2 of mile. I then called a family member to come assist us & had them tow my vehicle. I immediately reported this problem to Mercedes. Upon researching what could possibly be wrong with my vehicle, I came across numerous complaints of this being a transmission problem from a defective part inside the valve body that makes the control module inoperable. So I had my car towed to the Mercedes dealership to get an accurate diagnostic. And it was exactly what the other complaints had stated. Mercedes is fully aware of this defective part, but yet they have not shared it with the car owners. They endangered the life of me and my children. Why does Mercedes expect me to pay for the repair to fix a known defective issue? I'm offended that they are not willing to fix my car for safety reasons. Does someone have to die in there vehicle for them to understand how serious and dangerous this is?

Review: Severe paint issue most likely caused by an original faulty paint job. Hood, roof and trunk panels had to be repainted at a cost of $1,015. Repair company and local Mercedes dealer indicate a faulty original paint job.Desired Settlement: Refund of entire $1.015 repair

Review: On November 18, 2013, I noticed the check parking light indicator in my vehicle was on. I replaced the bulb twice yet the indicator light remain illuminated. I schedule an appointment at the Mercedes Benz [redacted] center on January 10, 2014. This should have been a simple in and out service call to replace a bulb yet ended in the amount of $842.11. The service representative [redacted], first informed me that to replace the bulb would cost $89.00. Moments later his informed me that it would cost $484.00 because after the bulb blew, extreme current continued to flow causing the socket and headlight unit to fuse together due to the heat. This 2009 [redacted] was purchased new, has less than 50,000 miles on it, and all schedule maintenance where done on time. I had to replace the socket, bulb and the headlight unit and Mr. [redacted] informed me he would have the service personnel double the installation around the wires so this would not happen again. I told him that this is a manufacture’s defect as there was nothing I could have done to create this problem. I also stated that there should be safety measures in place to prevent ongoing current which results in heat so extreme that causes this type of damages. He told me there was nothing he could do because there was no recall on this issue. Under these circumstances the liability and cost should rest with Mercedes Benz. I am requesting a full refund for the cost to repair a defective product.Desired Settlement: A total refund for a defective product.

Review: Purchased a 1995 E 320 in 2000 which was hardly ever used. Recently car started to shake when driven and was notified problem was with the engine harness which was very dangerous.

After further research , found out that this was a defective part for these cars and requested MB headquarters to replace with out charge or minimum charge. The only response given was I was provided a case number and a case manager who kept telling me the car had to be brought to an authorized dealer but they would not guarantee there are no charges to look into this and also only a minor (if any) discount would be given.

Point being is that this car is very dangerous. Company was aware of such defects and chose not to take care of it.Desired Settlement: Replace defective harness without cost.