Wards Fence Company

The answer provided is incorrectMy vehicle was handed over to Mercedes-Benz times and not twice as mentioned in the reply1st for the service, 2nd time for the clicking noise(& tightness in the steering) and 3rd again for the clicking noise (& tightnessin the steering wheeel )The issue I am having is the fact that I never had a clicking noise and tightness in my steering wheelI totally disagree to the fact that providing a loaner would relive me of any inconvenience for almost weeks without my car ( when it was just given for a routine service ).what I am most frustrated is that fact that I was asked as to whether did anything happen to the steering module during the service and was questioning more about it , I was told “ do you want us to repair your vehicle or would you like it returned to you tomorrow ?” I have this reply in the form of text and am willing to provide to Mercedes Benz or to any other organizations I am working with to resolve this matterThanks,

Mercedes-Benz of Easton performed the initial recall repair per the instruction of Mercedes-Benz. When the vehicle returned the second time, it was determined by Mercedes-Benz engineers that the the steering column module would need to be replaced. Unfortunately, this necessary module was on back... order in Germany and not readily available for us to install. The repair is covered under the factory warranty and requires no out-of-pocket expense from the customer, and Mercedes-Benz of Easton has provided a loaner vehicle for alternate transportation in hopes of eliminating the inconvenience while the vehicle is waiting for the part and repair. As a result, Mercedes-Benz of Easton will not be participating in any additional goodwill assistance to the customer.

Bruce S***, thank you for the help in resolving my complaint against Mercedes Benz of Easton.Yes, I would like my complaint publishedHopefully, it might save others from the stress and inconvenience I had.In appreciation, [redacted] ***

Thank you for the prompt attention of my complaint against MB of EastonIn the following documentation of my complaint via telephone and texting I will refer to myself as "Customer" and to the Service Manager as "SM" and to the Service advisor as "SA"

My complaint against Mercedes was never taken care ofThey've responded with the car being sold as isWe just put $in it to replace front drive shaft (which was rusted through)on top of the cracked rim I am still very unhappy with them and their inability to help with any of it I do not feel like the car was properly inspected before sale

While we understand that Ms*** is not satisfied with the response provided, we firmly stand behind our decisionWe cannot use another service center or independent mechanic's diagnosis on a vehicle to determine how we will be moving forwardIt is ultimately Ms***'s decision to proceed with making arrangements for our Mercedes-Benz of Easton's Technicians to look over the issue described in the complaint, or to refrain from bringing it back to usWe do everything in our power- within reason to assist our customersBecause the vehicle was purchased as a preowned "As-Is" vehicle with nothing owed by our dealership at the time of purchase, and because we have not diagnosed the issue, we cannot move forward with granting Ms***'s request for the tires

Good morning Mr***, My name is Ken B*** and I am the Service Director here at Mercedes Benz of EastonI received your email and wanted to follow up with you in regards to your last service visitIf the concern you are currently experiencing with your vehicle is a result of repairs
that we performed due to a defective part or workmanship, we will stand behind the repairs and correct itAll repairs performed come with months/12,mile (whichever comes first) parts and labor warrantyAlso if the concern is a result due to a defective part or workmanship, we will take care of the tow billThe pictures of the items hanging from under your dash were already installed prior to us receiving the vehicle when it was towed inThe aftermarket performance items and are not factory diagnostic tools left in the vehicle by our technicianAll of the aftermarket items were reinstalled on your vehicle as they were found when your vehicle was towed inThe technician did have to unplug them to make sure they were not the cause of the original concern, but we have to unplug aftermarket items as part of the diagnostic process to eliminate those items as potential causes of the concernIf the concern that you are having with your vehicle now is not related to the repairs that we performed, you will be responsible for the tow and any diagnostic charges and repairs needed to repair the vehicleIf the concern is not related to the previous repairs, we will provide an estimate to you before any repairs are performed that would be at your expense To address your diagnostic charges for last repair, the amount of aftermarket parts and accessories that are installed on your vehicle affect how much diagnosis time the technician needs because technicians have to unplug or disconnect those components to eliminate the potential of the aftermarket items contributing to the cause of the concernYour towing concern on your last visit was due to the towing company that brought your vehicle to the dealership dropped your vehicle in the Lexus service parking lotWe are not affiliated with *** Lexus so we would not look for a vehicle in that lot, nor would we have known the vehicle was thereThe gentleman Raquel spoke with at your towing company advised her “the vehicle was dropped at the body shop” and that’s why she advised you thatI’m not sure if the tow company thought the Lexus building was a body shop because the building is smaller, but just wanted to clarify that No one following up with you for nine days was due to your tow company leaving your vehicle in a different parking lot, and leaving the key inside the vehicleThere would be no way anyone would know that your vehicle was here, nor would we be able to pick out your vehicle amongst all the other vehicles on the lot to know the vehicle was towed inWe immediately started looking for the vehicle after you called and that why we called you fifteen minutes later saying we found itOur technician and shop foreman will gladly inspect your vehicle to make sure the repairs we performed were done within manufacturer specificationsIf you would like to tow it back in, please let me know and I will make sure I am involved when it arrivesThank you for your time and let me know how you would like to proceed

Here at Mercedes-Benz of Easton, prior to advertising any vehicle for sale, it has to go through an inspection processNecessary repairs or any concerns that do not align with the requirements to pass inspection are addressed and fixedMs***'s vehicle was no exception to this process. As
Ms*** stated, the vehicle was purchased "As Is" with no warrantyBy taking ownership of the vehicle, a required document was signed (as it is for every customer that purchases a vehicle that is without warranty coverage) acknowledging that he/she accepts full responsibility for the vehicle upon purchaseAdditionally, tires are not warranted, as they are directly subjected to outside influenceThere are many factors that can weigh in on tire issues and loss of pressure, and we unfortunately cannot rely on another dealership or third party mechanic's diagnosisAs we instructed previously, we understand that our dealership may not be a convenient location for the customer, but a proper diagnosis from our Certified Technicians here at Mercedes-Benz of Easton is the route we would need to take in order to determine the cause for complaint

While we are disappointed to hear that Mr*** is less-than satisfied with his experience with us here at Mercedes-Benz of Easton, we are confident in the level of service that we provide each and every customerWe have specific policies that we have set in place to avoid the type of
situation that Mr*** has describedAlthough there was a price agreed upon, it was explained that the deal is not complete or considered a "sold" vehicle until the required information has been collectedBeing that this would have been an out-of-state deal, the distance can unfortunately cause a delay in the overall processMr*** did provide proof of financing, but the approved amount was only a portion of the cost of the vehicleThis alone did not meet the requirements or serve as concrete proof that the deal was finalizedThis was then communicated to Mr***Unfortunately, there was another customer who was on-site and looking at the vehicle at the same time (with another Sales Consultant) who provided the required documents and deposit to complete the deal at that timeRegardless as to whether or not Mr*** was local or out-of-state, if the necessary documents to finalize the deal were submitted first, the vehicle would have been hisThe Sales Consultant who assisted Mr*** throughout this process is aware that he is still interested and would like a vehicle similar to the one that soldWhile we do not have another comparable vehicle in our inventory currently (and cannot promise if or when we will), the Sales Consultant will reach out to Mr*** should we add one to our inventory in the near future

Bruce S[redacted], thank you for the help in resolving my complaint against Mercedes Benz of Easton.Yes, I would like my complaint published. Hopefully, it might save others from the stress and inconvenience I had.In appreciation,[redacted]

Thank you for the prompt attention of my complaint against MB of Easton. In the following documentation of my complaint via telephone and texting I will refer to myself as "Customer" and to the Service Manager as "SM" and to the Service advisor as "SA".

The answer provided is incorrect. My vehicle was handed over to Mercedes-Benz 3 times and not twice as mentioned in the reply. 1st for the service, 2nd time for the clicking noise(& tightness in the steering) and 3rd again for the clicking noise (& tightnessin the steering wheeel )The issue I am having is the fact that I never had a clicking noise and tightness in my steering wheel. I totally disagree to the fact that providing a loaner would relive me of any inconvenience for almost 3 weeks without my car ( when it was just given for a routine service ).what I am most frustrated is that fact that I was asked as to whether did anything happen to the steering module during the service and was questioning more about it , I was told “ do you want us to repair your vehicle or would you like it returned to you tomorrow ?” . I have this reply in the form of text and am willing to provide to Mercedes Benz or to any other organizations I am working with to resolve this matter. Thanks,

Mercedes-Benz of Easton performed the initial recall repair per the instruction of Mercedes-Benz. When the vehicle returned the second time, it was determined by Mercedes-Benz engineers that the the steering column module would need to be replaced. Unfortunately, this necessary module was on back...

order in Germany and not readily available for us to install. The repair is covered under the factory warranty and requires no out-of-pocket expense from the customer, and Mercedes-Benz of Easton has provided a loaner vehicle for alternate transportation in hopes of eliminating the inconvenience while the vehicle is waiting for the part and repair. As a result, Mercedes-Benz of Easton will not be participating in any additional goodwill assistance to the customer.