Sounds Unlimited

Based on customer's complaint about a sales experience through an authorized Mercedes-Benz dealership - MB of Greenwich, CT, customer shared a discrepancy with Mercedes-Benz USA, LLC [MBUSA] questioning the behavior of the dealership and their practicesAdditionally, customer shared the information about the dealer's review on the world-wide-web and if MBUSA will reprimand the dealerPlease be advised that MBUSA always holds each and every dealer at the highest standard for level of service and quality when dealing with our Dealer NetworkUltimately, MBUSA regrets to understand these experiences occurred and rest assures these comments have been duly noted to reflect a complaint about Mercedes-Benz of Greenwich, CTSince each dealership is responsible for their daily businesses and operations, MBUSA simply isn't able to reprimand any member of their team or personnel at their storeShould the customer wish to share any further comments, it would be recommended to speak the Sales Manager or General Manager for the dealership directlyOtherwise, customer can contact our Customer Assistance Center at toll-free # ###-###-#### to provide any additional feedbackSincerely, Romy PExecutive Referral Manager Mercedes-Benz USA, LLC ###-###-####

Mercedes-Benz USA has no record of Mr [redacted] contacting our Customer Assistance CenterWe have no information in our customer files that he purchased any Mercedes-Benz vehicle from any of our authorized dealersPlease ask Mr [redacted] to call us with his Vehicle Identification Number###-###-####AM to PM Eastern time

Complaint: [redacted] I am rejecting this response because: It didn't workThe battery draw charger did not workThat type of device is not acceptable to me because that car costs 53,dollars and is supposed to be the top of the line Mercedes a top level automobileSince this response the vehicle has been in the shop twice for the same issueToday the vehicle is in the shopI have spent a lot of money for a vehicle that I can not driveThey have refused to buy this car back from me because they know it is a lemonI have been told that there has been a problem with the S series Mercedes of the same natureWhy should I continue to be inconvenienced? The local dealership have been working very hard to fix itThe car has been inoperable for so long that now the tires are dry rottingAnother unnecessary expenseThe tires are relatively new otherwiseThe hole for me is getting deeperIve had to buy another more dependable vehicle that is reliable and that I can trust to go when I get ready Regards, [redacted] ***

If Mercedes transmission/transfer case last only 68,miles, and the company says it's normal, then it doesn't deserve to be one of the top cars in the market because all other brands last much longer!FACT : Most of Cmodel and have the same issue with transfer case/ transmission but Mercedes in denialI challenge them to publish a report of the number of repair AND complains for ctransfer case/ transmission

Mr [redacted] requested Mercedes-Benz USA, LLC (MBUSA) repurchase the above vehicle on October 20, His request was thoroughly reviewed by MBUSA The position was communicated to him on November 9, that the vehicle did not qualify for repurchaseAttached is a copy of the letter to Mr [redacted] The original signed letter dated November 9, was mailed to Mr [redacted] , confirming the company position.Thank you, Ms***, for the opportunity to respond

We received customer's complaint about vehicle repairs performed and now seeking reimbursement reviewAs indicated in any extended warranty coverage, the reimbursement review or claim processes is handled directly through our authorized Mercedes-Benz dealershipPlease inform customer to have Vehicle Identification Number, along with appropriate paperwork / documents to submit claim at their local authorized dealershipAlso, please be advised review process can take up to 4-business weeks for responseSincerely, Romy PExecutive Referral Manager Mercedes-Benz USA, LLC [redacted] ***

Mr [redacted] called the Customer Assistance Center requesting assistance on the replacement of his engineIt was determined the engine failed due to improper maintenance and goodwill was declinedMr [redacted] requested our position be provided in writingI had the opportunity to review the case further with my regional representative who declined the request and explained the repair order from the dealer would be our positionPlease share with Mr [redacted] that Mercedes-Benz has reviewed his request at the highest level and this case is closedSincerely, Randy BCase Manager Mercedes-Benz USA, LLC Phone:800-367-(x4647)

[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, providing that the repairs are going to be done around the 20th of January, I hope that I can reopen this complain if Mercedes-Benz does not honor their word and fix my Mercedes-Benz Sprinter Regards, [redacted]

Please assure Mr [redacted] that Mercedes-Benz USA, LLC (MBUSA) acknowledges his concerns with the A/C system in his Sprinter and upholds the terms of the vehicle's warranty.Mr [redacted] was advised early on in his contact to MBUSA that the factory was working on a resolution to this problem and that his patience was greatly appreciated.We have been informed that the part to resolve the A/C concern is expected to be delivered to the dealer approximately January 20, 2018.Mr [redacted] will be contacted by his dealer when the part has been received in order to schedule a time for him to bring in the van for the needed repair.We hope Mr [redacted] is pleased with this information/resolution.Thank you for the opportunity to be of assistance

Mr [redacted] asked Mercedes-Benz USA to replace a damaged component, specifically the push buttons on his steering wheelThe Mercedes-Benz USA New Vehicle Limited Warranty covers defects in materials and manufacturing for years or 50,miles , whichever occurs firstIt does not cover damageA representative from Mercedes-Benz USA inspected Mr [redacted] 's GLKHe reported "I can verify that I saw the push button control unit that did appear to be damage from outside influence." As such, coverage of the repair was respectfully declined

Please be assured that Mercedes-Benz USA, LLC (MBUSA) has thoroughly reviewed the customer’s contact to our offices in the past and prior concerns were addressed with the respective authorized dealership directly Mercedes-Benz USA, LLC in collaboration with customer’s respective authorized dealership has extended repair assistance towards covering part costOur determination has been provided to the customer verbally and we appreciate the opportunity to respond

MBUSA spoke with customer on 2/18/and customer stated the vehicle sounds as if it is droning and not a quiet rideOur authorized Mercedes-Benz dealership [redacted] reviewed his concerns and advised him the vehicle is functioning normally and the noise he is hearing is from the exhaust system which is a characteristic of the vehicleCustomer stated that he ordered the vehicle unseen and noticed the noise as he drove offWe advised the customer we would document his concerns however there is no manufacture defectCustomer stated he understood and advised would be looking to get into GnextWriter advised Mr [redacted] based on his loyalty to brand would be happy to offer $towards the purchase of a new Gas a gesture of goodwill when he is readyMr [redacted] was appreciative of the offer and thanked usWriter also advised customer concerns with exhaust note will be noted in our system

Complaint: I am rejecting this response because:The damage caused was not caused by an outside influence like they are stating if that was the case I would not have tried to get it it fixed via the manufacturer's warranty because that would have been fraudInstead I would have paid whatever the cost was knowing that we damaged the items Regards, [redacted]

Mr [redacted] contacted the Customer Assistance Center regarding E( [redacted] ) and requested assistance on the replacement of his TransmissionOur management team reviewed this case at the highest level and offered to cover 75% of the part in the spirit of customer satisfaction.Please be advised Mr [redacted] is outside his extended limited warranty by months and the offer was presented because he still services his vehicle at a Mercedes Benz dealer.Mr [redacted] is not satisfied with our offer and continues to write to us requesting full coveragePlease share with Mr [redacted] our position and inform him this case is closed and we will no longer respond to any correspondence

Thank you for your contact with regards to our customer Ms [redacted] ; we apologize for any delay in our responsePlease be aware that Mercedes-Benz USA was notified that this customers concerns were addressed on or around the week of August 28thMs [redacted] is a valued member of the Mercedes-Benz familyOur offices placed additional follcontact to her during the week of September 25th and extended considerations to her in recognition of her concerns and as a gesture of good faithIt is the understanding of Mercedes-Benz USA that this matter has been resolved to Ms [redacted] satisfaction

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,

[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,
*** ***

In response to your email dated June 3, regarding a complaint from Mr*** *** we believe this concern has been resolved.Mr*** purchased the *** *** from an independent service provider on 4/2013. He has been working with Mercedes-Benz of Birmingham to
diagnose and repair his vehicle for an intermittent no start concern The dealership has provided Mr*** with a trickle charged to keep a continuous charge on the battery at no charge until they can identify the concernThe dealership also provided an A service at no charge for his inconvenience. Presently, there is a technical case opened with the headquarter engineers to identify the cause of the draw on his battery. The dealership spoke with Mr*** on 6/4/who thanked them for all the efforts and advised the car was running well

Customer contacted our Customer Assistance Center seeking assistance with transmission repair for their C4matic with about 68K milesFollowing our original conversation on 9/14/16, our offices contacted Mercedes-Benz of *** and spoke with their Dealer Service Department since they had
diagnosed vehicleTheir Service Manager reviewed the information on the vehicle and confirmed it is well outside of any coverage through factory warranty expiration [expired in March or 50K miles; whichever came first]Although alternate repairs were performed, they confirmed that any current repairs would be well outside of warranty and be at owner's expenseOur offices contacting customer back the next day on 9/15/16, informed customer of the information shared with dealership and their managerAt which time, customer was informed that any charges for repairs would be at owner's expense but invited customer to contact Mercedes-Benz of *** for any further questions or concerns

Thank you for your contact to the Mercedes-Benz Customer Assistance CenterPlease be assured that Mercedes-Benz USA, LLC (MBUSA) has reviewed the request concerning the above-referenced B-Class Electric DriveMr*** contacted MBUSA on 07/13/and discussed his inquiry with our
Customer Care Department and was advised after thorough review of his inquiry that MBUSA, LLC would be unable to add the “E-Plus” Drive Program indicator after the software update was performedWhile the “E-Plus Drive Program” indicator may have appeared, this feature is not a part of any standard or optional feature for this year and modelPlease be assured that MBUSA, LLC will continue to honor all of the terms of the New Vehicle Limited Warranty of years or 50,miles (whichever comes first)A letter has been sent twice by U.SmailThe initial letter on 05/16/We appreciate the opportunity to review this matterSincerely, Vanessa Executive Referral Manager Mercedes-Benz USA, LLC Phone: ###-###-####