Initial Business Response / [redacted] (1000, 9, 2017/08/17) */ We have already reached out to [redacted] as stated in the complaint from her I was not the General Manager of Mercedes-Benz [redacted] when she purchased her vehicle so I had to do some research on the situationShe purchased in June of and I started with the company September 28th of [redacted] originally posted a negative comment on our [redacted] stating similar complaints as outlined in the letter to the Revdex.com Her Main issues that she outlined were: Issues with the brakes Previous repair on driver side door Purchasing a warranty and requesting a refund Brake issue- The vehicle was fully inspected at time of sale, all safety aspects are reviewed including tires, brakes, glass etcBy law the vehicle must be safe for the road A journeyman mechanic signed off on the safety inspection and we can provide all the documentation That being said from the records I reviewed [redacted] certainly did have issues with the brakes on the vehicleSadly this can be the nature of the automotive industry sometimesMachinery of any make or model can have issues, used or brand new right off the showroom floor The dealership proceeded with diagnosis of the brake issueThe technician had trouble replicating the issue during road tests but they were eventually able to find the issue [redacted] received new brakes free of charge as she mentioned in the complaint Previous Repair- This is an area where I cannot comment on what was said at time of sale because I was not working at the dealership at the time however I did pull a Vehicle history report when I heard of this complaintTo this day the car proof vehicle history report only reflects a minor paint repair on the front bumperNo history of any issue with the driver door etc Purchased warranty and requesting a refund- The vehicle she purchased was out of manufacturer's warranty at the time of purchaseShe purchased a warranty at time of delivery of the vehicle so the moment that she took ownership, that warranty was activatedDuring her ownership of the vehicle if the engine had failed, or the transmission or a long list of other parts under the policy it would have all been covered [redacted] for [redacted] , including Parts and Labor She feels since she made no claims against this warranty policy that she should receive her money back That is simply not the way vehicle warranties work There are many extended warranties purchased where nothing or very little goes wrong with the vehicleAn extended warranty is like an insurance policy that way, you could purchase a $ [redacted] extended warranty on a new [redacted] or [redacted] and have no problems with the vehicle Warranty companies have these clauses clearly outlined on these sort of stipulationsEarly terminations, transfers, no refund of purchase the price etc We have on file [redacted] s signed warranty contract and all the stipulations set out my Mercedes-Benz [redacted] and the warranty they have issuedAnything signed is deemed to be read , and in particular this contract is very straight forward and easily understoodIt clearly states "No Refund of purchase price" At the time I spoke with [redacted] she had already sold/traded the Mercedes for another make and modelShe complained that she lost money and thought her extended warranty was a waste of money We did not offer her any refund because all the issues she complained of are on a vehicle that is no longer in her possession We had no opportunity to view any paint issues and try to remedy the situationThere may never have been a paint issue to begin with, we don't knowThe vehicle history report states there was no painting on that section of the vehicleA paint issue should be remedied in the first month of ownership or less, not several months after the vehicle was traded or sold She wanted money back for a warranty she felt she received no value inThis is a complaint that holds no merit because as said previously, it's black and white in the warranty contract which is administered by Mercedes-Benz [redacted] , not the dealerAlso if [redacted] did need the warranty she would have been covered for many expensive itemsIt just simply none of the warranty covered items had an issues [redacted] demanded a refund of money on a vehicle she no longer ownsWe are not willing to offer any sort of cash refund on a vehicle she no longer owns simply for "Buyers Remorse" We feel we offered adequate service in all aspects of this business transaction We will gladly provide the inspection slip, vehicle history report and signed warranty document at the request of the Revdex.com or [redacted] Please do not hesitate to contact me for any further questions, [redacted] , General Manager Mercedes-Benz StJohn's Initial Consumer Rebuttal / [redacted] (3000, 11, 2017/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well first of all, I am not requesting money back due to the fact I made no claims on the ***! I am requesting money back as I was told the [redacted] was not involved in a collision neither was I informed about the the two driver doors being paintedAs he salesman knew this was a buying factor for usI was frauds into buying a warranty on an [redacted] was problems The [redacted] had numerous problems with breaks and rotars which I requested be fixed prior to purchaseI was told this was going to be completed and when I picked the [redacted] up it was not completed on several occasionsWhen I approached the manager he told me I would have to pay for it myself until I got Mercedes Canada involvedWho apologized for his actionsIt was not his doings, if I did not contact the company he was not going to provide the breaks or rotarsHe actually assured me he wouldn't give me a set of wipers for the *** The bottom line is upon purchase the [redacted] was inspected and they showed that no accident or worn had been done on the ***! This is lies, I have the proof from inspectors outside of Mercedes indicating there was a paint job to two doors of the [redacted] and minor [redacted] repairSo I'm not sure who inspected the [redacted] at Mercedes prior to purchase but this clear inspection was definitely the reason we purchased the ***! So a clear inspection keeps customer satisfied in there eyesThis company failed to tell me the whole truth about breaks, rotars, knocking noise and negative inspection reportThis [redacted] was not In good working ordered upon pick up as I wasn't lied too! Again it's not about making claims on the Warranty it's about charging me [redacted] cash for a warranty that I would not of purchased if I knew the flaws the [redacted] hadWe asked several times and was given the ok that everything was in perfect working condition! So I signed and paid for the warrantyLike most customers would doWe trusted your company As a manger you don't delete comments and block customers from your advertising pageYou may want to brush up on your manager skillsI have heard from several Mercedes customers here in the city who have similar run ins with the managerAs a fact they will not bring their car to the [redacted] for service I have an inspection report from [redacted] in [redacted] that indicates two doors on driver side have been painted and I also have the car proof they printedNever seen one when I purchased the ***! I am not demanding money on the [redacted] that I no longer own, I am demanding money back from the warranty that I was frauded into buying, I took a big loss on the ***, just to get rid of it and to not have to deal with this poor customer serviceAnd we are only talking less than two years of complaints, I could no longer handled the stress from this company here in [redacted] The other four technicians that looked at [redacted] was surprised I wasn't notified of the car proof and different colour paint on the doorsThis doesn't happenEvery customer should be provided a car proof at time of purchase as it was a buying factor for us and we made that clear on numerous occasionsSo we are very dissatisfied customers and would like to pursue this further [redacted]
Initial Business Response / [redacted] (1000, 9, 2017/08/17) */ We have already reached out to [redacted] as stated in the complaint from her I was not the General Manager of Mercedes-Benz [redacted] when she purchased her vehicle so I had to do some research on the situationShe purchased in June of and I started with the company September 28th of [redacted] originally posted a negative comment on our [redacted] stating similar complaints as outlined in the letter to the Revdex.com Her Main issues that she outlined were: Issues with the brakes Previous repair on driver side door Purchasing a warranty and requesting a refund Brake issue- The vehicle was fully inspected at time of sale, all safety aspects are reviewed including tires, brakes, glass etcBy law the vehicle must be safe for the road A journeyman mechanic signed off on the safety inspection and we can provide all the documentation That being said from the records I reviewed [redacted] certainly did have issues with the brakes on the vehicleSadly this can be the nature of the automotive industry sometimesMachinery of any make or model can have issues, used or brand new right off the showroom floor The dealership proceeded with diagnosis of the brake issueThe technician had trouble replicating the issue during road tests but they were eventually able to find the issue [redacted] received new brakes free of charge as she mentioned in the complaint Previous Repair- This is an area where I cannot comment on what was said at time of sale because I was not working at the dealership at the time however I did pull a Vehicle history report when I heard of this complaintTo this day the car proof vehicle history report only reflects a minor paint repair on the front bumperNo history of any issue with the driver door etc Purchased warranty and requesting a refund- The vehicle she purchased was out of manufacturer's warranty at the time of purchaseShe purchased a warranty at time of delivery of the vehicle so the moment that she took ownership, that warranty was activatedDuring her ownership of the vehicle if the engine had failed, or the transmission or a long list of other parts under the policy it would have all been covered [redacted] for [redacted] , including Parts and Labor She feels since she made no claims against this warranty policy that she should receive her money back That is simply not the way vehicle warranties work There are many extended warranties purchased where nothing or very little goes wrong with the vehicleAn extended warranty is like an insurance policy that way, you could purchase a $ [redacted] extended warranty on a new [redacted] or [redacted] and have no problems with the vehicle Warranty companies have these clauses clearly outlined on these sort of stipulationsEarly terminations, transfers, no refund of purchase the price etc We have on file [redacted] s signed warranty contract and all the stipulations set out my Mercedes-Benz [redacted] and the warranty they have issuedAnything signed is deemed to be read , and in particular this contract is very straight forward and easily understoodIt clearly states "No Refund of purchase price" At the time I spoke with [redacted] she had already sold/traded the Mercedes for another make and modelShe complained that she lost money and thought her extended warranty was a waste of money We did not offer her any refund because all the issues she complained of are on a vehicle that is no longer in her possession We had no opportunity to view any paint issues and try to remedy the situationThere may never have been a paint issue to begin with, we don't knowThe vehicle history report states there was no painting on that section of the vehicleA paint issue should be remedied in the first month of ownership or less, not several months after the vehicle was traded or sold She wanted money back for a warranty she felt she received no value inThis is a complaint that holds no merit because as said previously, it's black and white in the warranty contract which is administered by Mercedes-Benz [redacted] , not the dealerAlso if [redacted] did need the warranty she would have been covered for many expensive itemsIt just simply none of the warranty covered items had an issues [redacted] demanded a refund of money on a vehicle she no longer ownsWe are not willing to offer any sort of cash refund on a vehicle she no longer owns simply for "Buyers Remorse" We feel we offered adequate service in all aspects of this business transaction We will gladly provide the inspection slip, vehicle history report and signed warranty document at the request of the Revdex.com or [redacted] Please do not hesitate to contact me for any further questions, [redacted] , General Manager Mercedes-Benz StJohn's Initial Consumer Rebuttal / [redacted] (3000, 11, 2017/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well first of all, I am not requesting money back due to the fact I made no claims on the ***! I am requesting money back as I was told the [redacted] was not involved in a collision neither was I informed about the the two driver doors being paintedAs he salesman knew this was a buying factor for usI was frauds into buying a warranty on an [redacted] was problems The [redacted] had numerous problems with breaks and rotars which I requested be fixed prior to purchaseI was told this was going to be completed and when I picked the [redacted] up it was not completed on several occasionsWhen I approached the manager he told me I would have to pay for it myself until I got Mercedes Canada involvedWho apologized for his actionsIt was not his doings, if I did not contact the company he was not going to provide the breaks or rotarsHe actually assured me he wouldn't give me a set of wipers for the *** The bottom line is upon purchase the [redacted] was inspected and they showed that no accident or worn had been done on the ***! This is lies, I have the proof from inspectors outside of Mercedes indicating there was a paint job to two doors of the [redacted] and minor [redacted] repairSo I'm not sure who inspected the [redacted] at Mercedes prior to purchase but this clear inspection was definitely the reason we purchased the ***! So a clear inspection keeps customer satisfied in there eyesThis company failed to tell me the whole truth about breaks, rotars, knocking noise and negative inspection reportThis [redacted] was not In good working ordered upon pick up as I wasn't lied too! Again it's not about making claims on the Warranty it's about charging me [redacted] cash for a warranty that I would not of purchased if I knew the flaws the [redacted] hadWe asked several times and was given the ok that everything was in perfect working condition! So I signed and paid for the warrantyLike most customers would doWe trusted your company As a manger you don't delete comments and block customers from your advertising pageYou may want to brush up on your manager skillsI have heard from several Mercedes customers here in the city who have similar run ins with the managerAs a fact they will not bring their car to the [redacted] for service I have an inspection report from [redacted] in [redacted] that indicates two doors on driver side have been painted and I also have the car proof they printedNever seen one when I purchased the ***! I am not demanding money on the [redacted] that I no longer own, I am demanding money back from the warranty that I was frauded into buying, I took a big loss on the ***, just to get rid of it and to not have to deal with this poor customer serviceAnd we are only talking less than two years of complaints, I could no longer handled the stress from this company here in [redacted] The other four technicians that looked at [redacted] was surprised I wasn't notified of the car proof and different colour paint on the doorsThis doesn't happenEvery customer should be provided a car proof at time of purchase as it was a buying factor for us and we made that clear on numerous occasionsSo we are very dissatisfied customers and would like to pursue this further [redacted]