I am rejecting this response because: Attention: Ms Miriam Carmona Resolution and Review Specialist Yesterday I received a message from [redacted] of Walter MB finance telling me that the add on warranty was already cancelled and he has record of the cancellationToday I went online and called MB Financial Services but they told me otherwiseI called corporate MB USA customer care and representative Mr ***, told me that their record showed that the add on warranty cancellation was only done yesterday Jan 29, Monday and it may take several weeks to be reflected in my loan statementAfter hearing my predicament he promised me to expedite the processI paid my loan except for a balance of $the amount equivalent to the contested yradd on warranty costThank you again for your helpRespectfully [redacted] ***
Concern #1, radio issues1st complaint was on 07-23-@ 19,miles and had a customer complaint of FM stations cutting outwe were not able to duplicate any customer concerns.2nd complaint was addressed on 05-21-@ 48,milescustomer complaint was again AM /FM radio cutting out while drivingwe never duplicated anything at this visit either but decided to update the software as a goodwill gesture to try somethingno other customer complaints on radio documented since that visitin the complaint the consumer states satellite radio not working but the repair orders states FM/Am issue? Concern #2, ECO start stopECO start stop will not operate if the battery has low voltagethis system shuts down if a battery cannot maintain a certain level of power 09-27-60,miles battery recommended and declined 01-18-70,ECO function not working, recommended a battery and declined by customer 06-10-82,declined battery 07-25-86,no start concern, battery finally went completely dead and customer approved battery replacement the ECO start Stop function should be fully operational at this pointIf the consumer still has issue we would be more than happy to address themWe cannot refund the customer for a battery due the vehicle being outside the manufactures warranty period of 50k mileswe have also been recommending battery replacements on multiple visits and this would have fixed the concern with ECO functionfeel free to contact me as we have never spoken and we can address these concerns and review you video feed of your radio concerns Tyler Usary ###-###-####
(The consumer indicated he/she DID NOT accept the response from the business.) Finally the truth is said: "The damage to the right side front and rear rims (not scratches) were consistent with the damage to the under carriage" This was the second sign I noted after they brought the car for us to drive in front of their dealer entrance I pointed to [redacted] and he said bring it back anytime and will repair it for you The sweat odor has not been mentioned hereWhy? This opinion is by your own dealer Assistant Service Manager Master Certified, Mercedes-BenzThe smell has completely disappeared after the repair is completed which I paid for it I paid thousands of dollars in the past years to Walter's service for the car we traded in E 350, never blamed or questioned any repairIn addition we leased new cars from the same dealer no complaint I must mention that this dealer send their staff to refuel the cars and our car was driven to a tire shop around the corner per the service advisorI personally saw one of their crew speeding like race with one new car from their dealership to the gas station on Adam and FWY corner, felt bad for the car owner I already paid the repair costThe least customer service I would expect from a big dealer like you is to sit with the customer and address the problem not run away
Initial Business Response /* (1000, 5, 2015/10/14) */
My name is *** *** Service Manager at Walter's Mercedes-BenzI received your Revdex.com complaint and want to see what I can to helpUnfortunately I know nothing about your concern with your vehicle and what needs to be done to rectify your
issuesPlease provide me with the VIN# and problem with the van so I can help get these issues resolvedPlease reach out via email or phone***@waltsmb.com XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NO response after initial phone call this morning
Final Business Response /* (4000, 9, 2015/10/16) */
*** lets close out this case as we have a solution already to get your Van repairedas discussed the Sprinter Sales team has agreed to cover the expense of your repairs and both you and I agreed that leaving your vehicle at downtown LA motors to be repaired makes most sense in the situation you are inYour service advisor at Downtown LA motors is expected to have your vehicle back to you by 10-21-If something comes up you know I am just a phone call away and willing to do what it takes to resolve your issueThere is no reason to continue this case as your issue is already being resolvedNot sure what you also mean by "no response after initial phone call this morning" in you Revdex.com response?
Initial Business Response /* (1000, 5, 2015/08/06) */
We did not put gasoline in the GLK bluetecIn the event a diesel tank was filled with gasoline it would only run for a few miles (cust lives 35-miles away)The white residue the customer refers to was caused by a small valve leak from the
diesel exhaust fuel (commonly referred to as DEF or Add blue)The valve leak was a manufacturer defect which has been repairedWe provided the customer with a Mercedes-Benz courtesy car and agreed to deliver the GLK back to his home cleaned with the fuel topped upFor his inconvenienvche customer requested years manufacturer prepaid maintenance at no charge ($value)We offered years and eventually agreed to customers request of yearsCustomers vehicle is ready to be picked up or delivered
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On August 3, 2015, I went to the dealer to return the carI was there until my request would be accepted from am to pmAround 1:pm *** *** offered years maintenance and I refusedAfter minutes *** offered years maintenance and I rejected again*** *** told me if I rejected this offer, I would not have anythingLater *** came to me and asked if years maintenance would be okay with meWhen *** *** offered it, I told him to let him know if my daughter and wife agreed with itI could not decide because this car is my daughter'sThe next day I called *** to confirm my daughter did not want to have years maintenance and wanted to get refundOn August 4, 2015, my daughter emailed a letter to *** *** and *** *** She requested the repurchase of the vehicleWe smelled gas in the diesel tankEven though they repaired the factory defect, the car is not guaranteedThe dealer sold a damaged carIt is safety and insecurity issuesMy daughter is not satisfied with this vehicle
Final Consumer Response /* (4200, 11, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is my third request for repurchase of the GLK *** BlueTEC vehicle by Walter's Mercedes Benz in Riverside, with the original transaction on July 31, Aside from the gross mechanical issues that were discovered shortly after using the vehicle (less than miles), the contract is invalidThe wrong vehicle was sold to me based on the Vehicle Identification Number (VIN) listed on the contract
Whether intentional or not, the wrong vehicle was delivered to me on July 31, I am not legally or contractually bound to the vehicle we returned to the dealership on August 3, I have stated my position to return the vehicle for repurchase from the beginningWalter's Mercedes Benz's complete disregard for my position and continued calls to pick up the vehicle without acknowledging these flagrant errors is unacceptable
Final Business Response /* (4000, 13, 2015/08/17) */
We are willing to resolve this issue but would prefer to do it with the customer directlyI would like him to call meThank you
Initial Business Response /* (1000, 5, 2016/06/21) */
Contact Name and Title: *** *** (director)
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@waltsmb.com
Mr*** bought his car from a pre-owned lotCar was purchased with factory spec tires one of which had excessive road forceWe
recommended a new tire to get the vehicle to align correctlyMr*** returned with an after market tire that did not meet factory specificationsWe paid for the bulk kit along with hours internal time to a technician to work on his carHis car had half a tank not full tank of gasYes we test drove his car multiple times to recreate and/or confirm his complaints however his allegations of miles is not scientific based on his statement that it had a "full tank" because a Mercedes-Benz S Class will go miles on 3/of a tankHaving said that we put gallons of gas to off what was used in road testing his vehicleWe will reimburse Mr*** the $he paidI will also provide the names of service managers at the closest Mercedes-Benz dealerships as he clearly has no confidence or trust in our factory trained technicians or the computer analytics of our factory approved alignment machine
I am rejecting this response because:
Attention: Ms Miriam Carmona ...
Resolution and Review Specialist Yesterday I received a message from [redacted] of Walter MB finance telling me that the add on warranty was already cancelled and he has record of the cancellation. Today I went online and called MB Financial Services but they told me otherwise. I called corporate MB USA customer care and representative Mr [redacted], told me that their record showed that the add on warranty cancellation was only done yesterday Jan 29, 2018 Monday and it may take several weeks to be reflected in my loan statement. After hearing my predicament he promised me to expedite the process. I paid my loan except for a balance of $2960 the amount equivalent to the contested 2 yr. add on warranty cost. Thank you again for your help. Respectfully [redacted]
If the issue is exactly as Mr. [redacted] described then we absolutely in the wrong. I will look into it once the finance manager and sales manager arrive today. Thank you for the heads up.
[redacted], General Manager.
Concern #1, radio issues. 1st complaint was on 07-23-15 @ 19,678 miles and had a customer complaint of FM stations cutting out. we were not able to duplicate any customer concerns.2nd complaint was addressed on 05-21-16 @ 48,050 miles. customer complaint was again AM /FM radio cutting out while...
driving. we never duplicated anything at this visit either but decided to update the software as a goodwill gesture to try something. no other customer complaints on radio documented since that visit. in the complaint the consumer states satellite radio not working but the repair orders states FM/Am issue?
Concern #2, ECO start stop. ECO start stop will not operate if the battery has low voltage. this system shuts down if a battery cannot maintain a certain level of power.
09-27-16 60,078 miles battery recommended and declined
01-18-17 70,049 ECO function not working, recommended a battery and declined by customer.
06-10-17 82,447 declined battery
07-25-17 86,493 no start concern, battery finally went completely dead and customer approved battery replacement.
the ECO start Stop function should be fully operational at this point. If the consumer still has issue we would be more than happy to address them. We cannot refund the customer for a battery due the vehicle being outside the manufactures warranty period of 50k miles. we have also been recommending battery replacements on multiple visits and this would have fixed the concern with ECO function. feel free to contact me as we have never spoken and we can address these concerns and review you video feed of your radio concerns.
Tyler Usary ###-###-####
(The consumer indicated he/she DID NOT accept the response from the business.)
Finally the truth is said: "The damage to the right side front and rear rims (not scratches) were consistent with the damage to the under carriage".
This was the second sign I noted after they brought the car for us to...
drive in front of their dealer entrance I pointed to [redacted] and he said bring it back anytime and will repair it for you.
The sweat odor has not been mentioned here. Why? This opinion is by your own dealer Assistant Service Manager Master Certified, Mercedes-Benz. The smell has completely disappeared after the repair is completed which I paid for it.
I paid thousands of dollars in the past 7 years to Walter's service for the car we traded in E 350, never blamed or questioned any repair. In addition we leased 2 new cars from the same dealer no complaint.
I must mention that this dealer send their staff to refuel the cars and our car was driven to a tire shop around the corner per the service advisor. I personally saw one of their crew speeding like race with one new car from their dealership to the gas station on Adam and 90 FWY corner, felt bad for the car owner.
I already paid the repair cost. The least customer service I would expect from a big dealer like you is to sit with the customer and address the problem not run away.
Contact Name and Title: [redacted] (director).
Contact Phone: ###-###-####
Contact Email: r[redacted]@waltsmb.com
Customer bought the car on February 27th 2016. Customers 1st visit back to the dealership was on May 17th with 5467 miles and a blown out tire. We replaced the tire as good will at no charge. Customer returned again on May 28th with 5769 miles. Technician notes state front sub frame radiator damaged and support bent, engine under panel broken due to an impact causing the radiator leak. The damage to the right side front and rear rims (not scratches) were consistent with the damage to the under carriage. Damage could have been caused by running over something possibly a raised concrete parking lot divider or large pot hole. Customer stated at the time of our initial meeting that the car is driven by her son away at college. We are happy to provide all notes and technician documentation confirming dates and mileage. The monies requested on a new C Class were the same drive off amount used by the customer on the current CLA deal. We replicated a similar deal on the new C Class and the reason for the additional monies above drive offs was to take the customer out of their 3 year lease after only 3 months. Then there was the significant damage to the car. We are a reputable 50 year + Mercedes-Benz dealership and the customers complaints are not the cause of our team. Thank you and I hope this helps.
I am rejecting this response because: Attention: Ms Miriam Carmona Resolution and Review Specialist Yesterday I received a message from [redacted] of Walter MB finance telling me that the add on warranty was already cancelled and he has record of the cancellationToday I went online and called MB Financial Services but they told me otherwiseI called corporate MB USA customer care and representative Mr ***, told me that their record showed that the add on warranty cancellation was only done yesterday Jan 29, Monday and it may take several weeks to be reflected in my loan statementAfter hearing my predicament he promised me to expedite the processI paid my loan except for a balance of $the amount equivalent to the contested yradd on warranty costThank you again for your helpRespectfully [redacted] ***
Concern #1, radio issues1st complaint was on 07-23-@ 19,miles and had a customer complaint of FM stations cutting outwe were not able to duplicate any customer concerns.2nd complaint was addressed on 05-21-@ 48,milescustomer complaint was again AM /FM radio cutting out while drivingwe never duplicated anything at this visit either but decided to update the software as a goodwill gesture to try somethingno other customer complaints on radio documented since that visitin the complaint the consumer states satellite radio not working but the repair orders states FM/Am issue? Concern #2, ECO start stopECO start stop will not operate if the battery has low voltagethis system shuts down if a battery cannot maintain a certain level of power 09-27-60,miles battery recommended and declined 01-18-70,ECO function not working, recommended a battery and declined by customer 06-10-82,declined battery 07-25-86,no start concern, battery finally went completely dead and customer approved battery replacement the ECO start Stop function should be fully operational at this pointIf the consumer still has issue we would be more than happy to address themWe cannot refund the customer for a battery due the vehicle being outside the manufactures warranty period of 50k mileswe have also been recommending battery replacements on multiple visits and this would have fixed the concern with ECO functionfeel free to contact me as we have never spoken and we can address these concerns and review you video feed of your radio concerns Tyler Usary ###-###-####
(The consumer indicated he/she DID NOT accept the response from the business.) Finally the truth is said: "The damage to the right side front and rear rims (not scratches) were consistent with the damage to the under carriage" This was the second sign I noted after they brought the car for us to drive in front of their dealer entrance I pointed to [redacted] and he said bring it back anytime and will repair it for you The sweat odor has not been mentioned hereWhy? This opinion is by your own dealer Assistant Service Manager Master Certified, Mercedes-BenzThe smell has completely disappeared after the repair is completed which I paid for it I paid thousands of dollars in the past years to Walter's service for the car we traded in E 350, never blamed or questioned any repairIn addition we leased new cars from the same dealer no complaint I must mention that this dealer send their staff to refuel the cars and our car was driven to a tire shop around the corner per the service advisorI personally saw one of their crew speeding like race with one new car from their dealership to the gas station on Adam and FWY corner, felt bad for the car owner I already paid the repair costThe least customer service I would expect from a big dealer like you is to sit with the customer and address the problem not run away
Initial Business Response / [redacted] (1000, 5, 2016/07/14) */ Mrand Mrs [redacted] traded in their car last night for a newer E ClassThank you
Initial Business Response /* (1000, 5, 2015/10/14) */
My name is *** *** Service Manager at Walter's Mercedes-BenzI received your Revdex.com complaint and want to see what I can to helpUnfortunately I know nothing about your concern with your vehicle and what needs to be done to rectify your
issuesPlease provide me with the VIN# and problem with the van so I can help get these issues resolvedPlease reach out via email or phone***@waltsmb.com XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NO response after initial phone call this morning
Final Business Response /* (4000, 9, 2015/10/16) */
*** lets close out this case as we have a solution already to get your Van repairedas discussed the Sprinter Sales team has agreed to cover the expense of your repairs and both you and I agreed that leaving your vehicle at downtown LA motors to be repaired makes most sense in the situation you are inYour service advisor at Downtown LA motors is expected to have your vehicle back to you by 10-21-If something comes up you know I am just a phone call away and willing to do what it takes to resolve your issueThere is no reason to continue this case as your issue is already being resolvedNot sure what you also mean by "no response after initial phone call this morning" in you Revdex.com response?
Initial Business Response /* (1000, 5, 2015/08/06) */
We did not put gasoline in the GLK bluetecIn the event a diesel tank was filled with gasoline it would only run for a few miles (cust lives 35-miles away)The white residue the customer refers to was caused by a small valve leak from the
diesel exhaust fuel (commonly referred to as DEF or Add blue)The valve leak was a manufacturer defect which has been repairedWe provided the customer with a Mercedes-Benz courtesy car and agreed to deliver the GLK back to his home cleaned with the fuel topped upFor his inconvenienvche customer requested years manufacturer prepaid maintenance at no charge ($value)We offered years and eventually agreed to customers request of yearsCustomers vehicle is ready to be picked up or delivered
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On August 3, 2015, I went to the dealer to return the carI was there until my request would be accepted from am to pmAround 1:pm *** *** offered years maintenance and I refusedAfter minutes *** offered years maintenance and I rejected again*** *** told me if I rejected this offer, I would not have anythingLater *** came to me and asked if years maintenance would be okay with meWhen *** *** offered it, I told him to let him know if my daughter and wife agreed with itI could not decide because this car is my daughter'sThe next day I called *** to confirm my daughter did not want to have years maintenance and wanted to get refundOn August 4, 2015, my daughter emailed a letter to *** *** and *** *** She requested the repurchase of the vehicleWe smelled gas in the diesel tankEven though they repaired the factory defect, the car is not guaranteedThe dealer sold a damaged carIt is safety and insecurity issuesMy daughter is not satisfied with this vehicle
Final Consumer Response /* (4200, 11, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is my third request for repurchase of the GLK *** BlueTEC vehicle by Walter's Mercedes Benz in Riverside, with the original transaction on July 31, Aside from the gross mechanical issues that were discovered shortly after using the vehicle (less than miles), the contract is invalidThe wrong vehicle was sold to me based on the Vehicle Identification Number (VIN) listed on the contract
Whether intentional or not, the wrong vehicle was delivered to me on July 31, I am not legally or contractually bound to the vehicle we returned to the dealership on August 3, I have stated my position to return the vehicle for repurchase from the beginningWalter's Mercedes Benz's complete disregard for my position and continued calls to pick up the vehicle without acknowledging these flagrant errors is unacceptable
Final Business Response /* (4000, 13, 2015/08/17) */
We are willing to resolve this issue but would prefer to do it with the customer directlyI would like him to call meThank you
Initial Business Response /* (1000, 5, 2016/06/21) */
Contact Name and Title: *** *** (director)
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@waltsmb.com
Mr*** bought his car from a pre-owned lotCar was purchased with factory spec tires one of which had excessive road forceWe
recommended a new tire to get the vehicle to align correctlyMr*** returned with an after market tire that did not meet factory specificationsWe paid for the bulk kit along with hours internal time to a technician to work on his carHis car had half a tank not full tank of gasYes we test drove his car multiple times to recreate and/or confirm his complaints however his allegations of miles is not scientific based on his statement that it had a "full tank" because a Mercedes-Benz S Class will go miles on 3/of a tankHaving said that we put gallons of gas to off what was used in road testing his vehicleWe will reimburse Mr*** the $he paidI will also provide the names of service managers at the closest Mercedes-Benz dealerships as he clearly has no confidence or trust in our factory trained technicians or the computer analytics of our factory approved alignment machine
I am rejecting this response because:
Attention: Ms Miriam Carmona ...
Resolution and Review Specialist Yesterday I received a message from [redacted] of Walter MB finance telling me that the add on warranty was already cancelled and he has record of the cancellation. Today I went online and called MB Financial Services but they told me otherwise. I called corporate MB USA customer care and representative Mr [redacted], told me that their record showed that the add on warranty cancellation was only done yesterday Jan 29, 2018 Monday and it may take several weeks to be reflected in my loan statement. After hearing my predicament he promised me to expedite the process. I paid my loan except for a balance of $2960 the amount equivalent to the contested 2 yr. add on warranty cost. Thank you again for your help. Respectfully [redacted]
Initial Business Response /* (1000, 5, 2016/07/14) */
Mr. and Mrs. [redacted] traded in their car last night for a newer E Class. Thank you
If the issue is exactly as Mr. [redacted] described then we absolutely in the wrong. I will look into it once the finance manager and sales manager arrive today. Thank you for the heads up.
[redacted], General Manager.
Concern #1, radio issues. 1st complaint was on 07-23-15 @ 19,678 miles and had a customer complaint of FM stations cutting out. we were not able to duplicate any customer concerns.2nd complaint was addressed on 05-21-16 @ 48,050 miles. customer complaint was again AM /FM radio cutting out while...
driving. we never duplicated anything at this visit either but decided to update the software as a goodwill gesture to try something. no other customer complaints on radio documented since that visit. in the complaint the consumer states satellite radio not working but the repair orders states FM/Am issue?
Concern #2, ECO start stop. ECO start stop will not operate if the battery has low voltage. this system shuts down if a battery cannot maintain a certain level of power.
09-27-16 60,078 miles battery recommended and declined
01-18-17 70,049 ECO function not working, recommended a battery and declined by customer.
06-10-17 82,447 declined battery
07-25-17 86,493 no start concern, battery finally went completely dead and customer approved battery replacement.
the ECO start Stop function should be fully operational at this point. If the consumer still has issue we would be more than happy to address them. We cannot refund the customer for a battery due the vehicle being outside the manufactures warranty period of 50k miles. we have also been recommending battery replacements on multiple visits and this would have fixed the concern with ECO function. feel free to contact me as we have never spoken and we can address these concerns and review you video feed of your radio concerns.
Tyler Usary ###-###-####
(The consumer indicated he/she DID NOT accept the response from the business.)
Finally the truth is said: "The damage to the right side front and rear rims (not scratches) were consistent with the damage to the under carriage".
This was the second sign I noted after they brought the car for us to...
drive in front of their dealer entrance I pointed to [redacted] and he said bring it back anytime and will repair it for you.
The sweat odor has not been mentioned here. Why? This opinion is by your own dealer Assistant Service Manager Master Certified, Mercedes-Benz. The smell has completely disappeared after the repair is completed which I paid for it.
I paid thousands of dollars in the past 7 years to Walter's service for the car we traded in E 350, never blamed or questioned any repair. In addition we leased 2 new cars from the same dealer no complaint.
I must mention that this dealer send their staff to refuel the cars and our car was driven to a tire shop around the corner per the service advisor. I personally saw one of their crew speeding like race with one new car from their dealership to the gas station on Adam and 90 FWY corner, felt bad for the car owner.
I already paid the repair cost. The least customer service I would expect from a big dealer like you is to sit with the customer and address the problem not run away.
Contact Name and Title: [redacted] (director).
Contact Phone: ###-###-####
Contact Email: r[redacted]@waltsmb.com
Customer bought the car on February 27th 2016. Customers 1st visit back to the dealership was on May 17th with 5467 miles and a blown out tire. We replaced the tire as good will at no charge. Customer returned again on May 28th with 5769 miles. Technician notes state front sub frame radiator damaged and support bent, engine under panel broken due to an impact causing the radiator leak. The damage to the right side front and rear rims (not scratches) were consistent with the damage to the under carriage. Damage could have been caused by running over something possibly a raised concrete parking lot divider or large pot hole. Customer stated at the time of our initial meeting that the car is driven by her son away at college. We are happy to provide all notes and technician documentation confirming dates and mileage. The monies requested on a new C Class were the same drive off amount used by the customer on the current CLA deal. We replicated a similar deal on the new C Class and the reason for the additional monies above drive offs was to take the customer out of their 3 year lease after only 3 months. Then there was the significant damage to the car. We are a reputable 50 year + Mercedes-Benz dealership and the customers complaints are not the cause of our team. Thank you and I hope this helps.