ComplaintsforMercedes-Benz of St. Charles

• Initial Complaint

  06/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2021 ******** C 300 from the ******** of ***** Charles dealership on December 16, 2022. The vehicle was sold to me as certified used with no accidents or any mechanical issues. In May 2023, the rear bumper started to peel and revealed a bumper filler that had previously been applied to hide a previous accident or dent to the bumper, which the dealership never disclosed. I first took the vehicle to two different body shops, and both confirmed that the vehicle had been in an accident previously and a bumper filler had been applied to it and painted over it to hide the damage. I then went to the dealership in person on June 17 to ask that they should have disclosed that the vehicle they sold me had been repaired with a bumper filler as a result of damage sustained to the rear bumper. Both the salesperson and his manager denied that they had any knowledge of the damage but then proceeded to state that they did not have to disclose the damage since that was a typical occurrence that happens all the time. I asked that they take responsibility for not disclosing the damage and at least either pay for a new bumper or compensate me for the difference between a certified vehicle free of any accidents and one that had a previous accident, but they declined. I feel cheated by the dealership's practices and would never have paid the amount I agreed to had I known that the vehicle had been in an accident before. Therefore, instead of starting by going to a lawyer, I am reaching out to the BBB to help me find an amicable resolution that would result in the dealership paying me for the difference between what they claim to have sold me and the reality, which is that they had sold me a vehicle that had previously been in an accident that they failed to disclose. I am asking to be paid $10,000.00 as a reasonable amount for not playing by the rules of full disclosure when selling a used vehicle. Thank you

  Business response

  06/26/2023

  In response to customers complaint of a 2021 ************* C300W4 purchased on December 16, 2022.     This vehicle was pre-owned and had  normal wear and tear,  dings and dents and scratches,   in which we reconditioned to sell.  This is a normal procedure of pre-owned vehicles. There were no known accidents on the Carfax report.  This vehicle passed ************* Certification.
  Upon observing customers bumper,  6 months later, June 17, 2023.  Coincidentally,  there was damage on rear bumper from customer hitting something or something hitting the rear bumper in an area that was reconditioned. 
  Mercedes-Benz of St. Charles is not responsible for damages to a customers vehicle after they have taken delivery.  This should be covered by the customers auto insurance policy.  

  Customer response

  06/27/2023

   
  Complaint: 20219037
  
  I am rejecting this response because: the dealer is required to disclose any previous damage that was fixed and covered up for the purpose of selling the vehicle as pristine. This practice is misleading and dishonest. Had I known that the vehicle had been damaged and fixed to look like new, I would not have paid about 45K for it. The dealership represented by its salesman lied to me and even admitted that the car was a loaner and might have sustained damage and fixed before  ding put up for sale.  But this information was never disclosed, and that is unethical to say the least. Therefore, the dealership must own up to having misled me to pay an inflated price. 
  
  Sincerely,
  
  ***************************

  Business response

  06/28/2023

  The vehicle purchased was a pre-owned vehicle, which had normal wear and tear. There was no notable damage to vehicle as stated in the CarFax report.    Normal process is to recondition the pre-owned vehicle to sell.  Mercedes-Benz of St. Charles did not and is not in the practice of misrepresenting or being unethical in any way.  
  

  Sincerely,

  *******************************
  General Manager

  Customer response

  07/05/2023

   
  Complaint: 20219037
  
  I am rejecting this response because the dealership, represented by its salesperson, assured us that the vehicle was free of accidents as shown on the Carfax report, but everyone knows that not every accident gets reported to Carfax.  The fact that they "recondition" their cars even if they had been involved in unreported accidents is a misrepresentation of the facts, and the dealership ought to own up to it and admit that they knew they had fixed the bumper to make it look perfect and sold it as accident-free.  Had we been informed that the car had been reconditioned and the bumper was repaired previously, I would never have accepted to pay what I had paid.  Even **************** from the dealership admitted to me that they did recondition the vehicle and that he could repair it for us if we were interested.  I said no to that offer and said I wanted a new bumper at the least, but soon after two other individuals joined the conversation and basically rejected his initial offer.  All in all, I do not want to keep going back and forth with this dealership.  If they are not willing to assume responsibility, I will try another avenue to get this issue resolved.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold the service plan on my new ******** GLB250 with upgraded options June 2021. I was the victim of an accident few months later where my new Vehicle was completely totaled and I suffered major injuries. I visited the dealership to get a refund on the service plan for the new ******** that was never used, and there was no need for it. The dealership canceled right away the service plan that was never used never needed. However, the dealership declined to refund my money on the service plan that was unused, and informed me that ******** does not refund any money ( but they went ahead and canceled the plan). Up to this date I have been trying to get a refund on the $1720 for the service plan that was canceled and never used. I want the dealership/******** to refund my money on the service plan that they canceled and was never used.

  Business response

  04/18/2023

  On 06/19/2021, Azad purchased a car from ** and purchased an extended warranty and Pre-paid Maintenance from ************* ***.  A short period of time after the purchase, the car was totaled, and Azad came in to inform me.  I cancelled both agreements,and requested a refund for both.  MBUSA entitled the refund in full on the extended warranty, however, as it is written in their contract (attached to this email), there is no refunds on a PPM agreement.  The exact words in section 7 reads:
  
  THIS AGREEMENT CANNOT BE CANCELLED BY THE PURCHASER AND IS NON-REFUNDABLE
  
  I have lobbied for the customer that an exception should be made and due to the fact that the car was totaled prior to any service being performed, MBUSA should refund this agreement in full.  MBUSA has been firm in their decision and stands by their policy of not refunding this customer. 
  
  This customer made the same complaint on social media, and I forwarded it to my MBFS rep to see if he can assist.  MBUSA is the administrator for extended warranties and prepaid maintenance agreements, not MBFS, but I have no one to go to for MBUSA.  I will forward an email I sent to ******************* (my MBFS rep) this morning that he forwarded on to someone from MBUSA.  The email will explain this issue in more detail.  I have yet to hear any reply.  
  
  MBUSA is sticking to their policy of not refunding this customer, which according to the agreement, they are in the right.  Ethically, they are way off in this matter, and I feel the customer deserves a full refund.  Anyone using common sense would agree, and an exception should be made.  I have made this argument with everyone I talked to in this matter, and MBUSA is still saying no. 

  This is not a contract with Mercedes-Benz of St. Charles, we just collected the funds and should be directed to ************* ***.

  If there is anything further we can assist you with, please advise.

  ******************* | Finance Director
  Office: **************
  Mercedes-Benz of St. Charles | *********************************************.Charles, ** 60174
  Off Wednesday Evenings and Thursdays

  Customer response

  04/21/2023

   
  Complaint: 19937648
  
  I appreciate what the dealership representer is saying and thank him for his effort contacting ********! However, I believe that dealership had the moral responsibility of informing me verbally not just the coverage as they did, but the cancellation policy as well, rather than disclosing the cancellation policy in fine/far print that can hardly be read. I feel I was ripped off!
  
  Sincerely,
  
  *************************

  Business response

  05/05/2023

  To whom it may concern,

  Mercedes-Benz of St. Charles empathizes with ************************ experience of a total loss of his vehicle.  When we offer all extended warranties/service contracts we always make it clear this is through ************** not the individually owned franchise of Mercedes-Benz of St. Charles.  As a dealership, we cannot be responsible for deciding warranties, etc.  We did all we could to assist the customer for a refund from the policy/contract holder. This was denied. 

   Again, we empathize with the customer for an accident he was in.  The purchase of this service policy was part of the value of his vehicle and could possibly be part of a settlement claim for his property damage through insurance or the responsible party? 

  We feel Mercedes-Benz of St. Charles has no responsibility for his accident and no responsibility for reimbursement. 

  Sincerely,

  *******************************
  General Manager

   

   

   

   

   

   

  Customer response

  05/09/2023

   
  Complaint: 19937648
  
  I am rejecting this response because:

  One; The dealership had the moral obligation of informing me that the service plan is not offered by the dealership but rather by ********,

  as I was buying the vehicle from the dealership. This was not done!
  

  Two; The dealership furthermore had the moral obligation of informing me that this service plan is none refundable when they pitched the sale, features,
  

  and benefits  of the program, and not only just disclosing 'none refundable' in fine print. I wounder how many people would have bought this plan!
  

  Three; ********************* would not compensate for the loss of the unused service plan ( yet canceled by the dealership) on the totaled vehicle

  since they state that this should be refundable by ********, a very reputable company as the said.
  

  Four: I have learned an expensive ****** that I share with my circle of friends, neighbors, relatives, social media, and whoever else I know about my

  experience with ********!

  Five; It is true that I lost some good hard earned money on the unused yet canceled service plan, but how much more money ******** would lose in bad publicity??

   

  Thank you!
  

   

   

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

*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. ↩