Silver Star Automotive Group

Brought in my Mercedes for work clearly eligible for repair under warranty (leaking cv boot)Took it in for inspection to confirm warranty coverage, was told it qualifiedBrought car in for work to be done and service deptreversed decision and said they saw collision damage ("signs of torch on l-frame rail to straighten")and it would not be covered under warrantyHad independent body shop look at front frame...saw no evidence of weldingTook car to another Mercedes dealer for second opinion and they also saw no frame damage or evidence of weldingThey honored warranty and repaired problemSilver Star Mercedes in Thousand Oaks avoided a warranty repair by fabricating a reason that proved out to be made up

We have been in contact with the client. Due to the nature of what may have caused the engine failure, we suggested that they contact their insurance company and see if the comprehensive part of their insurance will cover part or all of the repairs. We also offered...

to help reduce the costs of further inspection or repair of the vehicle.
Thank you.

To Whom it may concern,Unfortunately most of what this customer has written is inaccurate contradicting the actual facts. The customer was and still is approved. In the complaint she mentions her husband. After an agreement was concluded in which she was solely on the contract her...

husband asked that he be added to the contract in order to receive an additional factory incentive. This was done, submitted to the bank, and also approved. I have attached the approval for your reference. Only one contract was signed with both applicants on the contract. The addressed used was the address from Ms. [redacted]'s drivers license as well as the one she wrote on the application. For whatever reason, Mr. [redacted] (whom Ms. [redacted] represents as her husband) when called by a bank representative to verify his address denies living there. It is for this reason that the bank declined to fund the deal.Several attempts were made to contact Ms. [redacted] to find out why Mr. [redacted] did this. In most cases she was never reached, when she was she would say "she is busy" and would call back, which she never did. The husband would then call or text us, acting rude and abusive and complaining that he didn't want to prove his residency at that address. We informed him that we could go back to the original arrangement wherein on Ms. [redacted] would be on the contract which was approved without the needed proof of residence, since it was on her driver’s license.We realized that he was not cooperating or informing Ms. [redacted] of the actual facts, and every attempt to speak directly to her went to no avail as she would end the call and have him call us back. On more than one occasion, and to numerous associates in our dealership, he was also belligerent, rude, condescending and verbally abusive constantly using vulgarities and curse words.From the start we had tried to inform Ms. [redacted] that she could put the vehicle in her own name, or she can continue with her husband on the contract providing he proves residency. From the start we had offered to take back the vehicle if one of these options were not taken, but instead they refused most of our calls, took days to return those calls or texts, and drove our vehicle for over 2 months. Finally they did return the vehicle.On the one occasion that I was able to reach Ms. [redacted], she tried to end the call by telling me that I was to speak to her husband as he was not home at the time. I explained to her that I needed to explain the facts to her as I did not believe that Mr. [redacted] was communicating accurately to her. AS I was explaining to her that she in fact was and is approved for the lease, Mr. [redacted] grabbed the phone, screaming, cursing, and became threatening. At one point in this abusive conversation he said "I hope that I run into your wife, I will kill her".In light of all this it has always been the dealership's position to return their down payment, although we are legally allowed to charge them .25 per mile for the miles driven, and any fees and taxes, since it is Mr. [redacted]'s misrepresentation that caused the loan to go unfunded. Ms. [redacted] is misinformed, has misinformed the Revdex.com and Mr. [redacted] is loud, abusive, condescending and has misrepresented most if not all of the facts to Ms. [redacted]. It is always the position of our dealership and it’s associates to treat our customers with dignity, honesty and respect which we have done iin this matter, even in the face of Mr. [redacted]’s abusive behavior and Ms. [redacted]’s misrepresentations. Thank you, [redacted]

Review: We purchased a new 2013 Mercedes Benz e350 diesel in November 2012. We have never had any issue with the vehicle. We performed the oil changes a head of schedule. In August 2014 the car stopped running. We had they vehicle towed to the dealership. The next morning we received a call from the service writer [redacted], who indicated that they have the vehicle and would get it in for diagnosis immediately. A couple of hours later Alex called and stated that the vehicle is covered under warranty and that the technician had pulled a trouble code from the computer and that the starter motor had gone out and that a new one had been ordered. Upon arrival of the new starter motor they installed it into the vehicle and that did not correct the problem. They then came back and stated that there is something wrong with the engine and it might have to be replaced. They then asked for a copy of the maintenance record for the oil changes, which I promptly provided to them with copies of receipts, bank statements etc. The Service manager Swen then contacts me and says that they do not believe that the maintenance was performed despite the documentation provided and that they will not honor the warranty and to replace the engine in the car the parts alone are in excess of $26,000.Desired Settlement: I would like the vehicle repaired under warranty as it should be and for Silver Star and/or Mercedes-Benz USA to compensate me for loss time on my lease, and inconvenience to having to seek alternate action due to their unwillingness to repair the vehicle.

Business

Response:

We have been in contact with the client. Due to the nature of what may have caused the engine failure, we suggested that they contact their insurance company and see if the comprehensive part of their insurance will cover part or all of the repairs. We also offered to help reduce the costs of further inspection or repair of the vehicle.

Thank you.

Brought in my Mercedes for work clearly eligible for repair under warranty (leaking cv boot). Took it in for inspection to confirm warranty coverage, was told it qualified. Brought car in for work to be done and service dept. reversed decision and said they saw collision damage ("signs of torch on l-frame rail to straighten")and it would not be covered under warranty. Had independent body shop look at front frame...saw no evidence of welding. Took car to another Mercedes dealer for second opinion and they also saw no frame damage or evidence of welding. They honored warranty and repaired problem. Silver Star Mercedes in Thousand Oaks avoided a warranty repair by fabricating a reason that proved out to be made up.

Review: To whom it may concern:On August 17th, 2014, Late Sunday night, My family and I went to Silver Star Motor Car Company located at [redacted] Auto Mall Drive, Thousand Oaks, CA 91362 to lease a 2015 Cadillac Escalade with a trade in. I was told by Nasir, the Sales Manager that I was approved through Ally Lease and Trust Financial, therefore, I gave a down payment of around $1,800.00. I left my trade in and went home in my new car. A couple weeks later I received mail from Ally Lease and Trust indicating that I was Not approved. I then contacted the dealership to inform them that I received the letter and was told not to worry. Nasir followed up with me and told me that the dealership had made the first payment for me; knowing that I was not approved. 3 months had passed and I had not received any payment statements. I made several attempts to Ally Lease to verify if I had a lease and was informed I was not in their system, therefore, I had No Loan. In addition, my husband also made several attempts to contact management at the dealership and no one would follow up with him. [redacted], Finance Mgr contacted my husband via cell and text to inform him that we need to make a payment to the dealership. My husband informed her that we do not have an approval through any bank for the car and [redacted] told him she would contact him once she had an answer. [redacted] failed to follow up with my husband so my husband attempted several calls to her and got no response. After several attempts to contact their staff, my husband also reached out to [redacted], Director of Finance and left him 3 msgs, which he also failed to respond. I sent an email to Ken Greene, VP to inform him of the series of events and he never replied to my email but his staff immediately started to follow up with us. We were given the option to return the car and refund our down payment or sign a new lease and we decided to return the car for our full refund. Upon the return of the car, we signed off on paperwork and they did not refund our dwnpymtDesired Settlement: We were lied to and told to return the vehicle for a full refund, therefore, we expect our refund for $1,800.00 for the down payment. The Dealership failed to get us approved before leaving the dealership on 8/17 with the car. The dealership had 3 months to try and resolve this matter and failed to do so. It is an unfortunate situation because we were looking forward to our new vehicle and now we will go to another reliable dealership that has the best interest for their customers.Thank you!

Business

Response:

To Whom it may concern,Unfortunately most of what this customer has written is inaccurate contradicting the actual facts. The customer was and still is approved. In the complaint she mentions her husband. After an agreement was concluded in which she was solely on the contract her husband asked that he be added to the contract in order to receive an additional factory incentive. This was done, submitted to the bank, and also approved. I have attached the approval for your reference. Only one contract was signed with both applicants on the contract. The addressed used was the address from Ms. [redacted]'s drivers license as well as the one she wrote on the application. For whatever reason, Mr. [redacted] (whom Ms. [redacted] represents as her husband) when called by a bank representative to verify his address denies living there. It is for this reason that the bank declined to fund the deal.Several attempts were made to contact Ms. [redacted] to find out why Mr. [redacted] did this. In most cases she was never reached, when she was she would say "she is busy" and would call back, which she never did. The husband would then call or text us, acting rude and abusive and complaining that he didn't want to prove his residency at that address. We informed him that we could go back to the original arrangement wherein on Ms. [redacted] would be on the contract which was approved without the needed proof of residence, since it was on her driver’s license.We realized that he was not cooperating or informing Ms. [redacted] of the actual facts, and every attempt to speak directly to her went to no avail as she would end the call and have him call us back. On more than one occasion, and to numerous associates in our dealership, he was also belligerent, rude, condescending and verbally abusive constantly using vulgarities and curse words.From the start we had tried to inform Ms. [redacted] that she could put the vehicle in her own name, or she can continue with her husband on the contract providing he proves residency. From the start we had offered to take back the vehicle if one of these options were not taken, but instead they refused most of our calls, took days to return those calls or texts, and drove our vehicle for over 2 months. Finally they did return the vehicle.On the one occasion that I was able to reach Ms. [redacted], she tried to end the call by telling me that I was to speak to her husband as he was not home at the time. I explained to her that I needed to explain the facts to her as I did not believe that Mr. [redacted] was communicating accurately to her. AS I was explaining to her that she in fact was and is approved for the lease, Mr. [redacted] grabbed the phone, screaming, cursing, and became threatening. At one point in this abusive conversation he said "I hope that I run into your wife, I will kill her".In light of all this it has always been the dealership's position to return their down payment, although we are legally allowed to charge them .25 per mile for the miles driven, and any fees and taxes, since it is Mr. [redacted]'s misrepresentation that caused the loan to go unfunded. Ms. [redacted] is misinformed, has misinformed the Revdex.com and Mr. [redacted] is loud, abusive, condescending and has misrepresented most if not all of the facts to Ms. [redacted]. It is always the position of our dealership and it’s associates to treat our customers with dignity, honesty and respect which we have done iin this matter, even in the face of Mr. [redacted]’s abusive behavior and Ms. [redacted]’s misrepresentations. Thank you, [redacted]