Open Road of Bridgewater

The delay was caused because the [redacted] police department needed to endorse a document which verifies the vehicles inspection. This 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...

registered. It is up to the customer to go to their local police dept to get this form signed and sent back to us. So 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 file. Our MV clerk contacted  Motor Vehicle in [redacted] to learn a temp registration wil be issued to the customer that is valid until 5/27. It will take 2-4 week to be process. We expect to recieve it today and will overnight it  to the customer. It should be received no later than Monday. Sincerely,
[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 that this resolution is satisfactory to me. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: On the receipt it says that all CAM Magnets were changed (see attached receipt). Ted need to go back and review the Receipt itself . I am willing to work with him on this and the other issues. but they can't treat me like a second class citizen because I have a 2008 car it is low mileage 56k at the time. he can call me to work things out if he agrees [redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It is hard for me to believe that your dealership has no knowledge of how to send a tire back to the manufacturer.  The process is similar as if there was a manufacturer defect in the tire and it had to be sent back.  I am able to get in contact with [redacted] every time I call them and they have been extremely helpful.  Why does the service manager have difficulty contacting [redacted]?  Why didn't the service manger respond to my email I sent him for a follow up, nor why didn't he inform me he was having difficulty filing the claim?  The dealership sells the tires stock on their cars.  Did the dealership want me to take the flat tire to a authorize dealer and submit the claim?  Mercedes Benz prides itself of being the premier luxury dealership and providing luxury service.  I do not see the luxury involved in lugging a tire to a different location.  Other Mercedes/BMW/Audi dealerships easily submit the claim and are not authorize dealers.  I just do not understand how the dealership has had no knowledge of the warranty on the stock tires it sells on its car.  When I bought the car from another mercedes benz dealership, I was informed about the warranty by the dealership.  How come your dealership does not tell its customers of such a warranty?  I hope we can get to the bottom of this so I can be reimbursed timely.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I supplied the requested documentation well in advance of the New Jersey drive away tag expiration. It was signed for by "R. Cofield" and I have the return receipt. The dealership obviously misplaced the original document, requiring me to incur expense obtaining a second original signed by another deputy sheriff. This was fedexed to the dealership and signed for again, by "R. Cofield" on April 15th. I made numerous called to several different members of management at the dealership in an attempt to expedite resolution but nothing was done. Only after I filed this complaint and took to social media with my problem did the dealership contact the Indiana BMV (on the 28th of April) to get only a temporary tag issued instead of actually registering my vehicle. I still do not have tags and cannot legally use my new car. The dealership has had my money for taxes and registration in their account for well over a month while I have not been able to use my car for over two weeks because of their mistake.
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 101 days?
Regards,
[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]

Complaint: [redacted]
I am rejecting this response because: I am Happy that the business accepted that I was not informed at the time of reservation of the loaner that I was Black Listed of having a Loaner. However, the rejection comes due the Business reply that if "I was given the option to being Chauffeured Home'. The is a total lie. Why would I reject an offer to be dropped off at my Home from the Dealership and Picked up from Home to the Dealership when the car was ready after Service. I would love to have a Drop off and Pick up service.Here is what I was told. "You can wait here till the Service is done and you can have your car back". However, now that the Dealership reply is in writing, here after I will give my Car for service only to this Dealership. Even though they did not offer what they claimed, they have an official reply documented as to provide this service of deliver and pickup, instead of providing a Loaner. I want to see whether they will stick to this offer, going forward instead of just putting the blame back on the Customer. Now that the reason for my rejecting the reply is clarified, I believe, I still deserve an apology from the management FOR NOT LETTING THEIR EMPLOYEE KNOW THAT HE/SHE SHOULD HAVE OFFERED A DROP OFF AND PICKUP SERVICE AS THE CUSTOMER(Int this case, ME) WAS NOT ELIGIBLE FOR A LOANER.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
I am Happy that the business accepted that I was not informed at the time of reservation of the loaner that I was Black Listed of having a Loaner.
 
However, the rejection comes due the Business reply that if "I was given the option to being Chauffeured Home'. The is a total lie. Why would I reject an offer to be dropped off at my Home from the Dealership and Picked up from Home to the Dealership when the car was ready after Service. I would love to have a Drop off and Pick up service.
Here is what I was told. "You can wait here till the Service is done and you can have your car back".
 
However, now that the Dealership reply is in writing, here after I will give my Car for service only to this Dealership. Even though they did not offer what they claimed, they have an official reply documented as to provide this service of deliver and pickup, instead of providing a Loaner. I want to see whether they will stick to this offer, going forward instead of just putting the blame back on the Customer.
 
Now that the reason for my rejecting the reply is clarified, I believe, I still deserve an apology from the management FOR NOT LETTING THEIR EMPLOYEE KNOW THAT HE/SHE SHOULD HAVE OFFERED A DROP OFF AND PICKUP SERVICE AS THE CUSTOMER(Int this case, ME) WAS NOT ELIGIBLE FOR A LOANER.
Regards,
[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 accurate. Robert worked with [redacted] and my vehicle has been replaced with no cost to me. It 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]

The delay was caused because the [redacted] police department needed to endorse a document which verifies the vehicles inspection. This 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...

registered. It is up to the customer to go to their local police dept to get this form signed and sent back to us. So 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 file. Our MV clerk contacted  Motor Vehicle in [redacted] to learn a temp registration wil be issued to the customer that is valid until 5/27. It will take 2-4 week to be process. We expect to recieve it today and will overnight it  to the customer. It should be received no later than Monday. Sincerely,[redacted] C[redacted]

Unforunately the message was not communicated to [redacted] because we had a new employee set up the appointment and they overlooked the note in the system. It 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. [redacted] made the same complaint with MBUSA in which we explained our rebutal to them.
Kind regards,
Missi C[redacted]
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Review: I bought a certified pre-owned automobile almost six weeks ago and have not received registration papers or tags. The temporary tag expired three weeks ago and they will not replace it. Moreover, I am being stonewalled, in that the four individuals (salesman, business manager, DMV clerk, and receptionist) will not respond to my emails or voice mail messages. Only the receptionist has actually spoken to me, because she answers the phone! I finally received an email from the salesman telling me the problem had been with my DMV, and that I would receive my tags three days ago, now. I still do not have them, and no one has contacted me, or responded to my inquiries of yesterday and today. Given that they could respond to an email in 10 minutes when I was buying the car, I know I am being ignored, but for what reason I can only speculate. Obviously, something is quite wrong with the title, and no one will own the issue and fix it. Meanwhile, I have a new car I have not been able to enjoy for almost a month.Desired Settlement: I want the necessary paperwork to register my car, or I want a completed registration, tags, and city parking permit for which I have paid. I would like to have an explanation and resolution discussed with me, and I think I deserve some dispensation for being unable to use the car.

Business

Response:

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

Review: feedback regarding my lease purchase experience at Open Road [redacted] at Bridgewater on 19 Oct. I've recently experienced unacceptable and despicable customer service regarding that purchase. I was temp displaced from my home following the weather events. Upon my return to my home, I received notification that I was responsible for a lease penalty for over mileage in the amount of $2500. At the time, I figured [redacted] did not updated their system to reflect the new lease purchase. This was during the second week of Nov. I had my license plates put on my new vehicle on the 16th of Nov and inquired about the notification to [redacted], the salesman who sold me the lease. At that time, he explains that I have to work that through [redacted] or I could have had that rolled into my new lease payment. I spoke to his boss, [redacted] on 16 Nov who told me there was nothing that they could do although they wish they could. On 17 Nov, I had to travel out of town for work and then came the holiday. I contacted [redacted] last week, and asked to discuss this matter with the district manager. I was told to call him this evening. His name is [redacted]. [redacted] explained to me that I missed a window of opportunity after I spoke with [redacted]. I had 24 hours to respond in person. That opportunity consisted of redoing my contract so that the $2500 which was never brought to the table during the deal process could be rolled into my new monthly payments. However, when I spoke to [redacted], I was told that there was nothing he could do so this window of opportunity was in fact never presented to me in writing nor verbally. I explained this to [redacted] who seemed surprised. I have asked [redacted] to send me all of this information in writing explaining that a window of opportunity was presented and it is no longer valid. No other options have been presented to me. I am a disabled veteran who has been a loyal customer with [redacted] since 2007. poorly because the entire terms of agreement at the ti

Business

Response:

There was no mention of rolling any over mileage fees at the signing of [redacted]' lease. Please see the attached customers lease statement. When she contacted our dealership a month later she was advised to contact [redacted] Services. Unfortunately we are unable to help as it is an issue with the manufacturer.

Kind regards,