ComplaintsforMercedes-Benz of Pleasanton

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took this vehicle to our mechanic today to have it checked out. The scan module report came back with all of the vehicles crash modules among other modules that had been tripped in the past. The mechanic confirmed in a visual inspection that it had been in a moderate to severe accident in the past and was repaired without a record.The carfax doesn't show this, but the dealer's inspection upon purchase and listing it would have found this. Also alarming is the mileage is listed as ****** but the actual mileage from the module upload is ******. We are only looking at cars under ****** *********: *****************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was damaged while left for service at the Pleasanton ******** **** dealership. I took my car in on July 3rd, 2024 for a new tire and Service-A maintenance. On July 5th, after paying for the services on my car, the service advisor, *********************, decided to inform me that my car was being returned to me with a huge crack in my windshield. To make matters worse, he let me know that they would not be taking responsibility for the damage. He tried to gaslight me and say that the windshield had chips in it when I left it the car with them, and the chips caused the crack. I knew that he was not being truthful. I asked him to show me the pictures that THEY took when I dropped my car off and to show me these so-called chips in my windshield. There were no chips in any of the photos. ************ then told me I just could not see them in the pictures belittling me as if I am stupid. Realizing that he was not going to take responsibility for the damage and rectify the issue I asked for the pictures they took and left. I understand accidents happen but this unacceptable that they damage a customers vehicle while on the car is in their care and not take responsibility. Instead, they add insult to injury and try to blame the customer. The worst ******** **** service center I have ever dealt with.

  Business response

  08/12/2024

  Hello, 

  I hope this message finds you well. Im writing to follow up on your recent service visit and to sincerely apologize for the inconvenience youve experienced with your vehicles windshield. 
  
  We want to assure you that we handle every vehicle in our care with the utmost attention and caution. After a thorough investigation, we are confident that the windshield was not damaged while in our possession. However, we understand your concerns and, as a gesture of goodwill, we offered to replace the windshield at no cost to you at our dealership.
  
  Its important to mention that even a slight chip in a windshield can expand and crack due to changes in temperature, especially in warmer weather. Heat can cause the glass to expand, and if there is any pre-existing weakness, such as a chip, this can lead to a crack. This could have been the case with your windshield, especially during the warmer days weve been experiencing recently.
  
  While we regret that you declined our offer to replace the windshield at our dealership, the offer still stands should you reconsider. We are more than willing to assist you in getting this issue resolved at your earliest convenience.
  
  Please feel free to reach out to me directly if you have any further questions or if there is anything else we can do to assist.
  
  Thank you for your understanding and for choosing our dealership.

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a truly disappointing experience with this car dealership, and I feel compelled to share my negative review to alert others to the issues I encountered. I brought my car to the dealership because my check engine light was on, and I received a letter from ******** **** informing me that if the issue was related to the intake line assembly or a few other specified problems, my warranty could be extended substantially. Seemed like a great opportunity to have my car diagnosed.Upon arriving at the dealership, they informed me about a pending recall for my panoramic roof. Since it's not convenient for me to make multiple trips, I asked them to address that issue as well. They agreed and took detailed notes about everything I wanted.The next day, I received a call from the dealership. They confirmed the diagnosis and the additional work I requested. One of their representatives assured me that I would receive an update by 2:00 pm PST. However, the situation took a bizarre turn when I received a text message asking if I had forgotten to mention that my roof wasn't working. I replied that there was no issue with the roof, and they responded by telling me that if I wanted it fixed, I would have to pay $3,500. If I didn't agree, they would simply close the roof and return the car to me.This was quite perplexing to me. If my roof was truly not working, how did they manage to open it in the first place? It turned out that during the recall work, they damaged my roof, but they refused to take responsibility for their mistake. They expected me to foot the bill for the damage they had caused. I adamantly refused and asked them not to perform any further work on my car.I subsequently opened a case with MB *** (case number: ********) and was told that I would be contacted within two business days. Despite multiple attempts to reach out to customer service, my calls were consistently forwarded to the manager assigned to my case, whose calls perpetually went to voicemail

  Business response

  11/08/2023

  Hello,

  I responded to the clients BBB review. The client has a very limited history with our store. We diagnosed the vehicle and performed some courtesy temp repairs for the client because the recommended repairs were declined. .

  The client reached out to *************** customer assistance.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold my car to ******** the morning of 6/29/2023. I waited a couple days to allow the check to process through before I deposited. And yesterday on 7/7/23. I went into the bank and to my surprise the check was still unfunded. I went back to ******** and they assured me that the check had money on it and that they could not issue another check because they called **** of America and the person on the phone claimed that the check was fine so once again, I went back to the bank and once again, they told me the check was not funded. Now ******** is telling me to just keep waiting to deposit but its not my fault they dont have the money they shouldnt of bought my car in the first place if that was the case I am very upset and need this resolved as soon as possible because thats $14,000 that I shouldve had in my pocket 7 days ago

  Business response

  07/20/2023

  Hello, 

  I want to apologize for any inconvenience. We checked our record and the payment cleared the first time it was submitted. However we did notice the deposit was possibly submitted via mobile device. Maybe that delayed the deposit? We have proof of payment and deposit. We can share the proof with the client. 

  Please let me know if there are any further questions. 

  -*****************

• Initial Complaint

  06/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My car is in there service center my bank sent them over payment threw my bank bill pay and they still will not give me my car

  Business response

  07/06/2023

  The client is alleging they paid. We confirmed they did not.The attachment to the claim they sent isnt complete and the reference number is not accurate. There is also no payee info. We also checked and there is no payment of this amount made to our account. To be able to wire monies to our account, we would have to give the client a wire number and accept the transaction. We also do not have bill pay/.
  
  This client has tried to pay a few times with declined checks. Now she is saying she paid and is presenting another questionable proof of payment. 

  Please make payment in person using cash. 

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a prepaid maintenance service package when purchasing my ******** E350. First three services were prepaid for regular maintenance. I always serviced the vehicle on time. When I set up my third service they indicated my third prepaid car maintenance was expired. They made no reasonable extension for Covid when Service was not needed due to inoperable vehicles. My third appointment was set up exactly at ****** miles when the Plan B service is recommended as indicated by the vehicle service reminder but they fail to honor their commitment for the third routine service to be covered even though it was paid when initially buying the vehicle. I would like a complete refund of the prepaid service they choose not to honor even though I paid for the service when buying the vehicle.

  Business response

  06/15/2023

  Hello,

  The contract for the Pre-paid *********** Services are through ************* ***. The best way to contact them is via their customer service number. **************

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my ******** **** C300 in for a scheduled regular service maintenace. We were offered a ***** Blue book review at no charge. Initially I declined the Blue Book evalauation but after dicussing it with my ****** he said to go ahead out of curiosity. When I brought m vehicle in for the scheduled maintenance, I contacted the *** Book evaluator to let her know I was there. She stated that she just needed to take a few pictures inside and outside the vehicle and would come back with the evaluation. She returned in a few minutes of the conversation and stated that was I aware that my sunroof would not close? I stated that I drove there with the roof closed and that it was cold outside and would not have opened the sunroof. She then disappeared. My service technician then greated me and we went outside to look at my vehicle and I immediately noticed that my sunroof was open. The technician tried to close it via the control panel and was unsuccessful. I got into my vehicle and was going to try to repeat the same steps but she stated that if I did so I could further damage the sunroof. *** stated that a repair would cost thousands of dollars but they would see if they could manually close it. I left my car there and was contacted later on thiis afternoon by the Blue book evaluator wanting to know if I wnted to trade my vehicle in. I told her No, and that I was dissapointed in the service. When I went to pick up my car, I paid the service fee and then met with the manager who did not offer any soution to my open sunroof and only stated that they were not ****** for a pre existing problem. THE PROBLEM DID NOT EXISIST I TOOK IT THERE, AND WAS OFFERED NOTHING OTHER THAN TO LEAVE. LET ME ******** STATE THAT I HAVE NEVER HAD A PROBLEM WITH Y SUNROOF UNTIL TODAY AND THERE OFFER OF NO RESOLUTION OTHER THAN TO POSSIBLE TRADE M VEHICLE IN WAS UNACCEPTABLE!!!

  Business response

  05/04/2023

  Hi, the manager (****) that was dealing with the situation is out of the country. He will be back in a week or so. In the meantime, the client can call me and I will assist with getting the roof diagnosed and closed;. 

   

  
  *****************
  Fixed Operations Director
  MB of Pleasanton
  5885 *************. 
  Pleasanton, ** 94588
  *************
  ****************************************

  Customer response

  05/06/2023

   
  Complaint: 19953803
  
  I am rejecting this response because:  After this unsatisfactory incident with and caused by Mercedes Benz of Pleasanton, and no resolution offered at the time; we feel that we can no longer trust them with our vehicle. With the pending forecast of rain in our area we purchased a car cover to protect our car and  have taken it to another vendor, had it diagnosed, and it will cost ** an estimated $690, to have the sunroof repaired.  Reimbursement for the repair would be the only satisfactory outcome for this situation. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please don't buy or take your car to this place ever. I have a brand new S580 that I took in for service for a software update only which is a same day in and out appointment. This dealership is horrible. They kept my car for 18 days over a software update because their technician broke my door panel and damaged my custom Forgiato Rim. On top of that the service advisor name ***** called me saying even though we haven't finished repairing what we damaged we need our loaner car back for someone else. I was appalled. Then I got a call that their tech damaged my brand new rim. They tried to tell me they where going to send my brand new rim out to get refurbished. Then I spoke to the service manager named ***** who was very rude and condescending who told me to turn in an invoice for a new rim which I did and she just accused me of turning in a fake invoice which is slander. Not only do I have the new rim for the car I have proof that it was paid on my **************** which we will show in court. Unfortunately in 2023 discrimination and racism is real and sad. I was mistreated because I'm African American. Please don't support this business.

  Business response

  01/23/2023

  As a management team, we had no idea what the clients race was. That being said, the client being African American did not factor in any decisions made. 

  I reached out to the client and advised him that he was getting reimbursed for the damage done to his wheel. 

  Customer response

  01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I incurred damage to my vehicle at the dealership, and I am unable to have the damages repaired. I visited the ******** of Pleasanton Ca., and simply wanted windshield washer fluid. I purchased the fluid and had the ****** put the fluid in. Days later there was a white substance all over my car when using the windshield washers. I immediately took my car back and was made aware that the ****** accidentally put def fluid in my windshield washer fluid. When I dropped my car off, the 1st service advisor ******* argued there was no way there could be def fluid mixed in. 2 hours later she confirmed via text that there was def mixed in and they were able to wash the compartment and no damage was done under the hood. When I picked my car up - there was spots all over my hood and side of my car from the def fluid. I was told it was also washed - and it was not. I dropped my car off to get washed, picked up and noticed not only were they unable to clean the remaining spots on hood and sides of my car - but there were also scratches on the hood and the most prominent scratches on the the side of my door. My car went to 2 body shops over the course of 2 weeks. The 1st body shop couldnt fix the scratches. The 2nd body shop just fixed the scratches on my door, and not on the hood or front end. I have been unable to speak to the service manager in order to get the issue resolved. I want my car back in the condition it was when I dropped it off - and for the ******** of Pleasanton to fix the remaining scratches on my hood that occurred from abrasive removal of the def fluid.

  Business response

  10/28/2022

   The client was contacted and all her concerns were addressed. We followed up and she was satisfied with the outcome.

• Initial Complaint

  04/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May ******** My name is Wan Ping Mo, I am the resident of Brentwood **********. I received careless and poor service in March of 2022 from the ******** of Pleasanton service department for changing coolant and brake fluid that makes me feel very disappointed and unexpected. I found they messed up the tire pressures of my car ( both left side 49psi and right side 33psi) after pick up my car and I went back to see if I can talk to their manager about it but no manager was on duty and I was told to contact their assistant manager on Monday. Unexpectedly, more than 50 hours after I returned the loaner car on March 26, 2022, I received a call from their service adviser ***** and the first thing he said is I dont want to talk to you, if nothing happens and stating that the right rear tire of the loaner car has a nail in it and asked me to take the responsibility, however I denied any of the accusations. On March 29,2022, their ***************** Manager ********************* did not mention anything about they had messed up my tire pressure but just to say they will charge me $352.10 for the damage tire and they did charged me without my permission. I have tried to communicate with them to resolve the matters but they seems to ignore me because until April 8, ******************************* after I spoke with their service manager on April 4, 2022. I have attached a detailed description of what happened and hope you can help resolve this issue. I am very appreciate for your time and understanding, if there is any inquiry, please feel free to contact me at ************.Best regards,Wan Mo

  Business response

  04/26/2022

  Hi,

   

  I have tried to reach out to the client multipipe times via phone, with no response back. All the work performed was discussed and authorized. Please call me at ************.

   

  Thank you,

   

  **** Homa 

  Customer response

  04/26/2022

   
  Complaint: 17008961
  
  I am rejecting this response because: they are lying, I have never receive any contact from *****************. My phone is ************ is my cellular phone number, I do not reverie any miss call, voice mail, text message, email and mail from the dealer. If they attempt to contact me, they will find a way to do it, but for sure I have not receive any contact from them after I filed the complaint. 
  
  Sincerely,
  
  Wan Mo

  Customer response

  06/04/2022

  The dealer never contact me to resolve the issue, the dealer also claims they have pictures of the damaged tire, however the dealers picture of the tire is invalid because these picture was taken when we were not present, the dealer also have so many cars and how do we know that the picture that contains a tire with a nail in it is the same car they loaned to us, even if it is the same loaner car we dont know where they have driven the car in the ***************************************************************************************** of the damage. Also when we dropped off my own vehicle at the dealer for service, they took pictures of my car  right in front of me. The dealer should notify us immediately after they discover the damage, but they contacted me more than 50hours later. I also belief the dealer is retaliating against me because I filed a complaint against the dealer for dramatically incorrect tire pressure on my car (all the tires on my cars driver side are over inflated by around 20psi, which could effect the safety of the vehicle), therefore for the above reasons the pictures provided by the dealer is not valid evidence. Because of many invalid and flawed evidence from the dealer BBB should side in my favor, and publish this incident to the public, and prevent other consumer fall in the same trick. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩