Open Road of Bridgewater

The delay was caused because the [redacted] police department needed to endorse a document which verifies the vehicles inspectionThis needed to be provided by the customer.Some states require the car be looked at by a police dept, they then sign a form that the state requires to be registeredIt is up to the customer to go to their local police dept to get this form signed and sent back to usSo if the customer delays in doing this it can delay the process The dealership is unable to start the MV process until we have a complete fileOur MV clerk contacted Motor Vehicle in [redacted] to learn a temp registration wil be issued to the customer that is valid until 5/It will take 2-week to be processWe expect to recieve it today and will overnight it to the customerIt should be received no later than MondaySincerely, [redacted] C [redacted]

I apologize on behalf of Open Road Mercedes BenzIt is unusual that there is a delay like this but the out of state process complicated the processThe plates were delivered on May 11, 2016.Sincerely, [redacted] C [redacted]

Ted G looked back into his records and commented directly on the complaintHe has confirmed:I pretty sure spoke to the client either end of last year or beginning of this year about this issue, in which I told him the cam magnets are not a covered item after the balance shaft repair as they were not replaced Job was performed for the balance shaft with a DSA split from [redacted] on 03/03/ Cam Magnets were not replaced during the repair If there was an issue with the magnets after the repair it would have taken less then months to occur I do not recall getting any messages from this gentleman in the recent past I'm diligent in returning calls though missing one is a possibility I highly doubt I would miss I do not see an AC complaint anywhere on his history He did have a trans service and adaptation done for a shift complaint at last service in April According to the tech it seems that it shifted fine after the repair, I have some ideas of why the rough shift reoccurred but without checking I cant be sure.As this car is an we can not goodwill any parts on it Since the labor overlaps with the balance shaft repair I would be willing to absorb the labor but I feel the parts would be his responsibility The transmission I would be willing to diagnose again Also of note he declined quite a bit of engine work for rough running last repair such as spark plugs, air filters and fuel mixture adaptations this was in April of 16, this could obviously lead to an engine light Like I said, sure I had the conversation with someone late last year about cam magnets not being replaced during a balance shaft repair, (I was unsure until verified through the history in [redacted] I'm almost positive the person I had the discussion with was Mr [redacted] .Mr [redacted] , I encourage you to contact Ted G at [redacted] to discuss having your car reviewed.Sincerely,Missi CThanksTed

[redacted] came in for an alignment, we put the car on the alignment rack and ran the alignment specifications His CLA was well out of specification due to bent suspension components (at least a spindle to start) His service advisor Mariana suggested that he call his insurance company that they could possibly cover the repair He told the service advisor Mariana that he was suing the body shop (independent and not our vendor) that repaired his car after an impact and didn't want to repair the damage components with us at this time At this point Mariana extended the client an offer of a complimentary alignment after the suspension work is complete Since then our Service Director received a notification of complaint in the form of an email forwarded to him from MBUSA (which was written in Spanish and translated by Mariana) That day Bob emailed [redacted] back, [redacted] *** has yet to respond to Bobs email in over a week Due to the language barrier Mariana called to follow up*** [redacted] stated to her he would come in and meet with us this past Monday but he did not come inThe work performed on his vehicle is subject to a diagnostic fee in which he was chargedOur service department tried adressing the matter with [redacted] but was unsuccessful.Sincerely,Missi C [redacted]

Sir, with all due respect, you've asked us to correct a problemWe are offering to do soAs an authorized [redacted] dealer the work is guaranteedSincerely,Missi C

am aware of [redacted] displeasure with the process and time it took to complete his Motor Vehicle transaction.We spoke in detail about it upon receipt of his correspondance received on April 26, There's a process in which we must follow to be compliant with federal laws and at times we face delaysIt is not common but occasionally it happensThere were delays from our local DMV and we needed to contact the state directly for processingThe process doesn't begin until the vehicle is received in AmericaWe aplogize for any inconvenience this caused.The DMV fees charged to [redacted] were as follows: Transfer of plates: $Registration Fee: $Title: $Service Fee: $Totaling $We collected $from [redacted] for DMV fees at signingTaxes collected were $and taxes owed were $The deal was short $Open Road Mercedes Benz did not contact [redacted] for the additional fees but paid them on his behalfThere is not a refund due to [redacted] although we understand the frustrationWe would like to offer [redacted] a free detail service to his vehicle as a will of good gestureSincerely, [redacted] C [redacted]

Mr Patel, Scamming our customers is not something we doWe pride ourselves on great customer service and take every concern very seriouslyBob T [redacted] , Service Manager of Open Road Mercedes Benz, has been working diligently in finding a resolution The issue is we are not an authorized [redacted] retailerWhen [redacted] speaks with [redacted] they tell him all we have to do is fill out the form they sent him Unfortunately there is information being asked for on that form that only an authorized [redacted] Dealer would have Bob has attempted to contact [redacted] on numerous occasions via phone and emailThe last attempt was Mid November He has emailed DealerTire (our MB distributor) to see if they can assist Mercedes Benz denied our request for assistanceWe are waiting to hear back from DealerTire.Bob T [redacted] will continue to work on resolving this and communicating with [redacted] Sincerely,Missi C [redacted]

[redacted] will be issued a reimbursement check next week once our accounting department returns from the holidayWe do pride ourselves on being a premier luxury dealership providing luxury serviceThere are times that the dealership has to follow a certain protocol that we don't controlUnfortunately this is one of those times.Sincerely,Missi C [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find it be accurateRobert worked with [redacted] and my vehicle has been replaced with no cost to meIt should never have got to a point that required a complaint to be filed, but I appreciate the effort to make me a satisfied customer Regards, [redacted] ***

[redacted] , General Manager of Open Road Mercedes Benz, has reviewed the complaintAs a good will gesture he will refund $to the customerMercedes Benz is an authorized service center and the cost to replace and repair the tire were within the guidelines to replace the tireWe value your business and feel we have met your acceptable resolution.Kind regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I contacted the DMV thru my State Assemblyman ( [redacted] The day after I emailed Assemblyman [redacted] a person from the DMV phoned me at home and gave me a direct phone # to reach her I promptly passed this information to Open Road It is disingenuous for Open Road to say they contacted DMV (which I am sure they did) without acknowledging my participation in the process I submit the same question as before, am I to be blamed -rather than appreciated- for the registration process taking days? Regards, [redacted]

Unforunately the message was not communicated to ** *** because we had a new employee set up the appointment and they overlooked the note in the systemIt was an error on our part and for that I apologize.A shuttle was offered but it was refused. The conversation was quiet and
discrete. ** *** made the same complaint with MBUSA in which we explained our rebutal to them.Kind regards,Missi C***> > >

Complaint: ***
I am rejecting this response because:
Im really upset about this situation some of what was said in the email sent is information when I spoke to marian r*** she asked me not to fill out this report because it would affect her job and her payI have now completed the survey and im looking into taking this matter to a court because I was charge for an alignment that wasnt completed I was not charged for diagnostic or anything else but my alignment was not completed and this matter is long over due its been dragining for a while and im super aggravatedI also spoke to the president and I was told that if I didnt like the service there to not come back which seem very disrespectful and of bad taste to a company with such high standardsThank you flr your prompt attention in this matter
Regards,
*** * *** ***

Complaint: ***
I am rejecting this response because:
As I said I don't trust you guys and will not bring my car back to youTo remedy the problem please reimburse me $for a job you stated you did but didn't do; by law I am entitle to 3x that.
Regards,
*** ***

We apologize for any inconvenience this has causedBecause the vehicle is registered out of state it requires us to use a third party agency to process itWe unfortunately had trouble communicating with the *** ** MV and needed a special power of attorney to complete the transactionThe
plates are ready and are being sent overnight via *** to ** *** Mike T*** General Manager of Open Road Mercedes Benz, called himself and notified the customerHis first attempt to call resulted in leaving a message but he will attempt again todayThe tracking number will be given to ** *** allowing him to pinpoint the delivery of the plates.Again, we apologize for the delay.Sincerely,Missi C***

Complaint: ***
I am rejecting this response because:
I contacted the DMV thru my State Assemblyman (*** ***. The day after I emailed Assemblyman *** a person from the DMV phoned me at home and gave me a direct phone # to reach her. I promptly passed this information to Open Road. It is disingenuous for Open Road to say they contacted DMV (which I am sure they did) without acknowledging my participation in the process. I submit the same question as before, am I to be blamed -rather than appreciated- for the registration process taking days?
Regards,
*** ***

As a gesture of good will, Joseph B, VP of our *** *** store, would like to issue you the $refund and settle the dispute.Sincerely,Missi C

I apologize on behalf of Open Road Mercedes BenzIt is unusual that there is a delay like this but the out of state process complicated the processThe plates were delivered on May 11, Sincerely,
*** C***

Complaint: ***
I am rejecting this response because: As you stated, the repair order the verbatim does state that you replaced the CAM Magnets and you know for sure that they were not replaced and you are only offering to replace only the affected one even though, best practice is to replace all which Ted quoted me $back in November Ted also states in his previous response to the engine knock that he has an idea why it is still happening but he charged for transmission and gear recalibration which didn’t fix the problemAlso, he charged me for wheel aliment when I had vibration in front wheels and then tells me that the problem is the wheel hubs been bent and it is going to cost additional $per hubYou see all the work you have done for me seem to not fix the actual problemsTherefore, I would demand that you refund me the cost of replacing CAM Magnets, parts and labor, as I don’t trust you (Open Road ***-***) period and I will get it done somewhere else
Regards,
*** ***

Your business is important to us and we welcome servicing your carWe take pride in our workAs an authorized *** *** dealer there isn't a car that we would turn awayAs you requested, Ted did look back at the file and responded directly:I rechecked the repair order despite not being billed on the repair order the verbatim does state we replaced them. (I feel that they were not replaced as it does not show them as being part of the kit for this car, however the are a necessity in the kit for other motors but not this one.) Based on the fact it did say we replaced them we will defiantly stand behind the work we said we performed (even though it has been over a year since "replacement"). Open Road of Bridgewater will change any "failed" cam magnets for ***. There are cam magnets this offer will extended to only the cam magnets that are creating a code for the check engine lightHopefully this will bring resolutionPlease rewach out to Ted, if he hasn't already to remedy the problem.Sincerely,Missi C