ComplaintsforCrown Eurocars

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a certified preowned Mercedes Benz C300 from Crown Euro on June 14th. Within 2 weeks of owning the vehicle, I experienced a Check Engine Light and Active Emergency Stop Assist Currently Available error message while also noticing vibration when I braked. On June 28th, I took it into my nearest Mercedes Benz dealer to have it looked at and they made me aware the rotors had hot spots on them (front and back) and the brake pads would need to be replaced in near future. All told, it came to over $2000 worth of work. They emailed the Crown Euro dealership and their response was it met the *** limits.I feel like this is completely unacceptable to have a car sold and need this level of work when it has been less than 2 weeks of ownership. Something is flawed in this scenario, whether its the dealer who sold the car and their testing and review protocols to make it a certified preowned, or the standards that are set. I feel like the dealer should take care of the cost associated with the repairs to the rotors and brake pads.

  Business response

  07/19/2024

  We have spoken with ****************** about his concerns. After speaking with ****************** we then called the store where his vehicle was located and agreed to pay to have the rear brakes brakes replaced as a remedy to ********************** concern with the vibration he felt in the vehicle. Doing so we fulfilled ********************** request.

  Thank you,

  *******************************
  General Manager
  Crown Eurocars

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase a new vehicle on December 28th entrusting what was stated: this vehicle has the same specs are your current one. I currently own a 2022 Sprinter bought and serviced a this dealership, and bought a new one, with the trust of what was stared, the new one has the same specs as your current one, yet its bigger and more powerful. It does not.

  Business response

  02/01/2024

  Dear BBB,
  
  Thank you for the opportunity to respond to this complaint from ****************  Please excuse our late response.  ******************, her husband  was referred to us  from our service department as he needed one more van to add to his fleet. We looked at four different Sprinter vans and he sat in all four vans and he picked the one he ended up purchasing. He test drove the van and liked it. He came back two days later on the 28th of December to do the paperwork, at our year end. Before doing the paperwork we looked at the van again, then walked to my desk where I printed the specification sheet and went through every single option to make sure that it was the van he wanted. ****************** agreed to everything, filled out the paperwork and drove the van home. 
  
  The next morning, ***************, who was not present during the transaction, or the subsequent follow up visit, came back to our store saying that ****************** does not like the van because it does not have the adaptive cruise control. Our salesperson, *******************, mentioned to her that he had explained every single option to her husband and he never mentioned that he wanted the adaptive cruise control.
  
  In calling ******************  afterwards, he told us that the adaptive cruise control was important to him and he assumed it had it. He explained during the day he needs to text, answer emails, and speak on his phone while he drives, he never mentioned adaptive cruise prior. We advised him that is not legal, and that the Sprinter is not a self driving vehicle even if he had the adaptive cruise control option. He told us that is the nature of his job and he needs to text and email while he drives multiple times a day and he does not want the van anymore. We did offer to trade the vehicle at the point one becomes available, there were none in the *** with the options of his liking.We offered to give him a big discount on a new vehicle ordered to his specifications. 
  
  A motor vehicle is a titled asset, once contracted and delivered, were under no obligation to return the item, nor do we have any further rights to the vehicle should we change our mind about selling it.  We have been in communication with the ****************** and ***************, trying to find a solution after offering several.  We have discussed and outlined multiple options to assist in trading in the van that was selected by the customer and delivery contracted and taken on site from Crown Eurocars.  During the purchase process the van selected by the customer from on ground available inventory,test driven and reviewed on multiple visits by the customer and approved by the customer based on his selection. 
  
  If you should have any other questions please let me know.We stand ready and look forward to finding a way to satisfy ****************** and ****************
  *************************
  ******************* Crown Automotive
  **************************************

  Customer response

  02/02/2024

   
  Complaint: 21148884
  
  I am rejecting this response because:

  the narrative presented here is far from accurate. *** contacted the General Manager to state this exactly, the narrative being presented is untruthful. Short after the email was sent, the sales person reached out in order to fix the situation and find the van that was asked for in the first place.

  Attached there are pictures sent to ***************** 
  

  He did not replied. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Crown Eurocars is committing false advertising. They have had a vehicle listed as a CPO (Certified Pre Owned) and it is not. They still, as of this morning, and for the last several weeks advertised on their website a 2021 Mercedes-Benz GLS 63, VIN #*****************, and stock #**P1762 as being a Certified Pre Owned vehicle, this is false information, and they know it. I was at the dealership 2 days ago and the salesman, *****************, and the manager, ******************************* admitted that the vehicle has a recall due to a faulty fuel pump module that can't be fixed until January, and also admitted that this particular vehicle can never be a Certified Pre owned vehicle due to the recall, yet they still advertise it as a CPO car. I believe this is false advertising. They also told me it had new tires, when I asked to see the bill of sale, and the warranty on the supposedly new tires, they admitted that the tires are in fact not new! Tires for this particular vehicle will cost about $2,700-$3,200, so that's not a small "mistake", it's an outright lie. If you would like any additional information, or have any questions, I can be reached at ************, or **********************

  Business response

  11/15/2023

  Thank you for the opportunity to respond to Mr. ******** concern. 
  
  The referenced vehicle, 2021 *** 63 *****************, was originally advertised as a Mercedes Benz CPO vehicle on Crown Eurocars, Inc. website and met requirements for the Mercedes Benz CPO program and passed the inspection qualifications.  On 10/27/23 Mercedes Benz had issued recall campaign for a fuel Pump Delivery module which disqualified the *** from having the additional CPO warranty coverage until time parts were available to complete the recall.  Unfortunately, due to the timing of the recall campaign launch and integration timing of updates to the website feeds, the badging for Mercedes Certification had not been removed from the online feeds from display on the Crown Eurocars, Inc. and related websites.  I would like to note that there are disclaimers listed for all vehicles advertised within the Crown Eurocars, Inc. website for inclusion of timing instances like the one described. An example of the disclaimer is, While every reasonable effort is made to ensure the accuracy of the information on these website pages, there may be instances where things may be listed incorrectly.
  
  After not being able to negotiate agreeable terms at the time of the store visit by the fact we were unable to offer the Certified (CPO) warranty, ****************** left the dealership and filed his complaint with the Better Business Bureau.  ******************************* General Sales Manager maintained contact, offered, and extended to ******************,a gift card for the inconvenience of his time as a gesture of good faith.  We are hoping ****************** recognizes this timing issue of technology in which we sincerely apologize for any inconvenience.
  
  Best regards,
  *************************
  General Manager
  Crown Eurocars, Inc.
  

  Customer response

  11/17/2023

   
  Complaint: 20809569
  
  I am rejecting this response because: I accept the explanation of the timing of the recall, and how the car was initially listed as CPO, and then it wasn't, which would have been nice to know before I drove all the way up to the dealership for a scheduled appointment. I also appreciate ************************** gesture in good faith of the gift card for wasting my day, however no explanation was given as to why I was lied to about the vehicle having new tires being put on. I sent a picture of the text from the salesman stating that he couldn't send me photos as the vehicle was "out for new tires". In addition about a week later when I took the test drive, I told the same salesman that the tires didn't look new, and he said that they are "absolutely" 100% new. After the test drive I asked for a copy of the bill for the supposed new tires, at that point he left and checked with his manager, then admitted that the tires were not new after it was impossible to produce a receipt. These are deceptive practices, if I didn't demand to see the bill for the new tires, they would have sold me the vehicle believing I had new tires.
  
  Sincerely,
  
  *****************************

  Business response

  11/20/2023

  The Crown Eurocars team would like to apologize for any inconvenience this failed transaction may have caused *******************  

  Sincerely,

  *************************

  General Manager

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Mercedes G63 from Crown Eurocars approximately 1 year ago. The car is a Mercedes CPO vehicle. The Mercedes CPO guidelines say they must do all of the cars past due and scheduled maintenance prior to selling it as a CPO car. The spark plugs and differential fluids maintenance both should have been done at 4 years or 40k miles. ******* was completed. I might have future issues with my car because of these items being missed by the dealer. They are also refusing to pay for it.

  Business response

  03/20/2023

  We have been in contact  with this ************************ and resolved his concern.  The car was Certified by Mercedes Benz ******* in 2020 and at that time they were supposed to have done the service mentioned by time mileage.  We covered the repair at no cost to the customer.  ************************ and I personally spoke and he was very happy with the resolution.
  
  Crown Eurocars considers this matter closed.

   

  Kindest regards,

  *******************

  Crown Eurocars, Inc.

  General Manager

  Customer response

  03/21/2023

   
  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

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for service at 8 AM 3/3/23. I brought the car in to get the day time running light replaced and check on a battery issue. My tech advisor ******* instructed me there was a "bug" going around in the back and they were understaffed and would not be able to see my car until Tuesday. I called on Tuesday 3/7/23 asking for an update on my car, I was instructed by the front desk girl that since ******* was out they could not offer me an update and that I needed to call back Wednesday 3/8/23, I let her know it was outrageous that i would have to wait 24 hours to hear back when there are other advisors and a manager there that i can speak to, when I asked to speak to another advisor she said said they were all busy with clients and couldn't pick up the phone, I asked to speak to a manager and she said that he was on lunch. I asked to speak with someone who could provide me options, she then put me on hold and after 5 mins came back and said my car had a nail in the tire and that my options were to pick it up and bring it back at the end of the month. I assured her there was no nail in my tire and that i needed to speak to someone who could provide me with answers and she assured me that someone would call me back. I spoke to ******* on Wednesday, he let me know that warranty would not cover the repairs due to a "front end collition" and that i needed to pay 3k for the repair.I showed up on Wednesday after repeated back and forth calls with ******* to pick my car up only for him to not be there and be on lunch at the perfect time when i would be going to pick up my car, where i was told by the cashier that I needed to pay them 250 dollars although NO WORK WAS EVER DONE TO MY CAR. I asked to speak to a manager because i was not paying for labor when no labor was done to my car, and of course one was not available, the manager ***** is always out of the office.

  Business response

  04/03/2023

  Thank you for the opportunity to respond to ****************** concerns.
  **************** presented his car to Crown Eurocars service department on Friday 3/3/2023 @ approximately 9:20 am for several issues with his car: battery light on, right rear tire losing air and daytime running light not working.  At the time of the vehicle drop off **************** was informed there would be a delay in the shop until approximately Tuesday 3/7/2023. The vehicle entered the shop on Wednesday morning 3/8 and was diagnosed with a headlight that did not work due to front end collision damage that was discovered by the technician, the auxiliary battery needed replacement and the tires were worn due to alignment issues.  None of the repairs were covered under warranty.  An detailed estimate was provided to **************** in which he declined all quoted repairs.  Customary with repair shops there is usually a charge for diagnostic services that cover the technicians time spent on the vehicle.  The diagnostic charge was approximately $235.00.  *************** disputed the charge and the Crown Eurocars service department reversed the invoice and he was not charged for the diagnostic service. 
  From the complaint it appears that **************** desires to have the job (repairs) completed.  Crown Eurocars stands ready to provide the repair services at the quoted prices provided.
  Sincerely,
  *******************
  General Manager
  Crown Eurocars, Inc.

  Customer response

  04/03/2023

   
  Complaint: 19557462
  
  I am rejecting this response because:
  
  Dealer claims that vehicle was in a collision when its scratches from a hit and run on the RIGHT hand side. 
  

  they used this as well as under carriage damage to claim that the LEFT light is not working due to a right hand collision

  Sincerely,
  
  *************************

  Business response

  04/11/2023

  Thank you for the opportunity to respond to ****************** rebuttal.  At this time, there is nothing that Crown Eurocars,Inc. can do to get ****************** driving light covered under any warranty.  The front end has been damaged and this will exclude the driving light from any warranty on the vehicle.  We would suggest **************** contact Mercedes Benz or the warranty company directly to file a claim.
  

  In reviewing the service file, it appears that nothing was charged to ****************, so nothing is due or owing at this time.
  
  Kindest regards,

  
  *************************
  General Manager
  Crown Eurocars, Inc.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  crown eurocars at ************* ** sold me a peace of Junk car on Sept 7, 2022. The car is rusted through the entire frame and body bed under the chassis, spindles, muffler and components, major differential part its been damage significantly, front seat driver side bed is rusted. in summing up rusted its above and more that the normal. I inspected the car with 6 different mechanics and they all agree that the rust was not normal and there is no way that this car passed inspection from a dealer. i stress my concern to the dealer with proof pictures and still they are saying that the outside mechanic that service the car said that rust is superficial. 6 mechanics vs 1 mechanic i think that the answer is obvious. i demanded to return the car and get my money back but till this date i have no answers from them. i need help to confront this lying, cheaters and doing malpractice and getting peoples money by not disclose a major issue with their inventory. I'm sure this is not the only time they have done it. i need for them to take back their car and give me a full refund otherwise i will be force to seek legal representation.

  Business response

  09/22/2022

  I don't believe this is our dealership. I am affiliated with Mercedes-Benz of **********. 

   

  Thank you!

  *************************

  Business response

  10/06/2022

  October 6, 2022
  
  
  BBB
  18060696
  *********************** ,
  
  Dear Sir: ************** excuse the delay in responding to this complaint given we were closed during Hurricane ***.
  
  Thank you for the opportunity to respond to this complaint. We were surprised by the customer complaint. ************** lives in **********. ********** has a dry climate which preserves cars to a high degree and makes them very desirable.  The Jeep he purchased is 8 years old and has almost ****** miles. It and has been operated in ***** and in the ****************. It has normal wear and tear as a vehicle operated in those states.These facts were available to him prior to the sale, since he was provided a CAR FAX history report online, again in advance of the sale.  We also disclosed the report to him at the time of sale, which is our normal practice. The rust he refers to as rusted through the whole chassis is dramatic and not factual. The surface rust, which is identified in his pictures is superficial, and normal.  Most of his pictures show of the axels,differentials - power train which is steel and the exhaust hanger. He did not at any point ask if the vehicle had surface rust or any rust underneath the vehicle.  If he had requested further information we would have provided pictures. His claims are unreasonable and his public defamation of us in his reviews are false.
  
  
   We did not at any time misrepresent the condition of the vehicle, or its prior use. We also didnt make any statements about how the vehicle had been used by any prior owners since we are unaware.  The vehicle went through a complete inspection and no abnormal condition was present which would inhibit its ability to perform. His pictures dont provide any evidence of abnormal body rust.   
  
  When we became aware he was dissatisfied we offered to exchange the vehicle for another with him, which you refused due to the cost of shipping. We did offer him solutions despite his claim not wanting anything to do with him which is completely false.  We did not misrepresent the subject vehicle in any way.
  
  
   We disagree with his characterization of any facts as it relates to his interaction with our employees prior to or during the sale. His statements are false.  He did have an offer to exchange the vehicle within 7 days or 500 miles of the sale. We did provide him with a warranty on the power train at no cost to him for as long as he owns the vehicle up to ******* miles. 
  
  We enjoy a great reputation and thousands of highly rated reviews from decades of providing great customer service. We would continue to discuss the exchange option with him and if a mutual solution is found get his commitment to remove all false statements and disinformation about Crown.
  
  Thank you
  *******************
  General Manager
  
  

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