The GroundsMen

New Country does not make the decision on whether or not to cover something under warranty, we receive approval or denial from Mercedes-Benz USA. This was denied by Mercedes-Benz USA. The customer is looking to have something covered that is beyond the warranty. Furthermore, simply by providing oil purchase receipts does not prove that A) the oil was used on this particular vehicle and B) simply changing oil is not the only requirement of properly maintaining a vehicle.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The dealer specifically said a deposit was refundable.  No mention was made to exclusions.   The dealer advised me of the costs to the dealer for the work performed, I have no issues with the deposit being reduced by that amount. Regards,
[redacted]

This was in regards to a Pre-Owned vehicle, prior to purchasing the customer asked us to do "additional" items to the condition of the vehicle as part of the purchase.  After we incurred the costs for these items, the customer then backed out of the deal. This is the reason we did not...

return his deposit. Had we not been asked to do these additional services to the vehicle, we would have returned his deposit.

The customer has had other model year vehicles with us (2004 and 2007) which required regular oil. The current vehicle he has (2010) requires synthetic oil, it's not an option as to what to use, The synthetic is more expensive but it also lasts longer, ie fewer oil changes. We do not elect to use...

the synthetic oil because it costs more, we're required to use it for this type of vehicle.