Open Road of Bridgewater

Paid them a deposit a month ago, Asked them to refund it the next weekIts almost a month now and the annoying sales person Brent H*** refuses to remember who we are, the amount we paidIts amazing how unprofessional this guy isTried calling the sales manager who also failed to help us outOverall, the people/staff are very unhelpful, rude and do not care about their customersThis place is a waste of time

We understand *** *** frustrationRobert H***, General Sales Manager, has been communicating directly with the manufacturer to have them replace the car with no additional costWe will continue to advocate on behalf of ** *** and try to meet his requestThe resolution lies with ***
*** and we are doing everything possible to accomplish it.We will continue to communicate any updates as they are provided.Sincerely,*** C***

*** ***, 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,*** ***

Complaint: ***
I am rejecting this response because:
The dealership's response doesn't address why this happened, or when I should expect to receive my platesI've been without the use of my car for over a month now directly because the dealership failed to execute its contractual obligation - one for which I paid a hefty fee at the time of purchaseI expect the dealership to refund the fee in compensation for its breach of contract or make some other in-kind gestureIt isn't difficult to register a car in the State of ***I've done it myself times in the past years without incident and in every single case, had my plates delivered to my house in less than daysI am now on day since taking possession of my car, and still no plates
Regards,
*** ***

We understand *** *** frustrationRobert H***, General Sales Manager, has been communicating directly with the manufacturer to have them replace the car with no additional costWe will continue to advocate on behalf of ** *** and try to meet his requestThe resolution lies with ***
*** and we are doing everything possible to accomplish it.We will continue to communicate any updates as they are providedSincerely,
*** C***

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Upon researching this complaint we learned that this vehicle was taken to another Mercedes Benz dealer and advised that the transmission needed to be replaced but declinedWhen the vehicle was brought to us we too recommended itIn addition we were asked to install an after market radiator in
which we didWe stand behind the work of our technician and the accuracy of our diagnosis** *** stated that he had a private lab look into the results of the tests we did on the vehicle but we've yet to receive any resultsWe welcome further discussions on this matter but until then we feel there is no action required on our part.Sincerely,Missi C***

Mr ***,We have offered the repair of the cam magnets at our facility at no charge to youAs a *** *** Certified Dealer, our work is guaranteed. If you do not trust us to do the physical work on the car we will send you the cam magnetsBeyond that I don't find it fair that we would have to offer a cash settlement. We are offering to make you whole by repairing the car. At one point in your earlier response you were willing to work with usI hope you find this acceptable.Kind regards,Missi C

Mr Patel,
Scamming our customers is not something we doWe pride ourselves on great customer service and take every concern very seriouslyBob T***, Service Manager of Open Road Mercedes Benz, has been working diligently in finding a resolution The issue is we are not an
authorized *** retailerWhen *** *** speaks with *** 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 *** Dealer would have Bob has attempted to contact *** 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*** will continue to work on resolving this and communicating with ** ***
Sincerely,
Missi C***

Complaint: [redacted]
I am rejecting this response because: you must not having been reading my responses. You owe me parts and labor. All my previous repairs were not satisfactory. you the minimum work and then you want people to keep coming back to you. I promised myself to never go back. being certified doesn't make you good at what you do. sorry, but no..
Regards,
[redacted]

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, 2016. There's a process in which we must follow to be compliant with federal laws and at times we...

face delays. It is not common but occasionally it happens. There were delays from our local DMV and we needed to contact the state directly for processing. The process doesn't begin until the vehicle is received in America. We aplogize for any inconvenience this caused.The DMV fees charged to [redacted] were as follows:
Transfer of plates: $77
Registration Fee: $300
Title: $60
Service Fee: $30
Totaling $467.00
We collected $438 from [redacted] for DMV fees at signing. Taxes collected were $5197.75 and taxes owed were $5256.16. The deal was short $87.41. Open Road Mercedes Benz did not contact [redacted] for the additional fees but paid them on his behalf.
There is not a refund due to [redacted] although we understand the frustration.
We would like to offer [redacted] a free detail service to his vehicle as a will of good gesture.
Sincerely,
[redacted]

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

Sir, with all due respect, you've asked us to correct a problem. We are offering to do so. As an authorized [redacted] dealer the work is guaranteed. Sincerely,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, 2016. There's a process in which we must follow to be compliant with federal laws and at times we face...

delays. It is not common but occasionally it happens. There were delays from our local DMV and we needed to contact the state directly for processing. The process doesn't begin until the vehicle is received in America. We aplogize for any inconvenience this caused.The DMV fees charged to [redacted] were as follows:Transfer of plates: $77Registration Fee: $300Title: $60Service Fee: $30Totaling $467.00We collected $438 from [redacted] for DMV fees at signing. Taxes collected were $5197.75 and taxes owed were $5256.16. The deal was short $87.41. Open Road Mercedes Benz did not contact [redacted] for the additional fees but paid them on his behalf.There is not a refund due to [redacted] although we understand the frustration.We would like to offer [redacted] a free detail service to his vehicle as a will of good gesture.Sincerely,[redacted] C[redacted]

Ted G looked back into his records and commented directly on the complaint. He 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 03/03/16.  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 7 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 2.  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 2016.  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 08 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], General Manager of Open Road Mercedes Benz, has reviewed the complaint. As a good will gesture he will refund $200 to the customer. Mercedes Benz is an authorized service center and the cost to replace and repair the tire were within the guidelines to replace the tire. We value...

your business and feel we have met your acceptable resolution.Kind regards,
[redacted]

Mr Patel, Scamming our customers is not something we do. We pride ourselves on great customer service and take every concern very seriously. Bob 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] retailer. When [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 email. The last attempt was Mid November.  He has emailed DealerTire (our MB distributor) to see if they can assist.   Mercedes Benz denied our request for assistance. We 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] 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 in. The work performed on his vehicle is subject to a diagnostic fee in which he was charged. Our service department tried adressing the matter with [redacted] but was unsuccessful.Sincerely,Missi C[redacted]

Mr [redacted],We are trying to work with you on this and as requested please reach out to Ted to remedy the problem. He can be reached at [redacted]. Sincerely,Missi C

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