ComplaintsforDick Dyer and Associates

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My mercedes s550 been there since May 24,2023 over 91 days for service why should they keep my vehicle that long. No one is working on it. I want my vehicle back, I've already paid $5500.00 with no results, I've already talked with management....shortage of technicians, sick, in school etc. I don't know what to do.

  

  Business response

  09/08/2023

  Mr. ***** is right that his car has been here for quite a while. We are almost finished with his vehicle and hope to be able to return it to him in the next few days. Mr ***** vehicle is older and i only have a few guys trained to work on the older vehicles. please let me know if anything else is needed on my end.

   

  Thanks,

  John M******

  Customer response

  09/15/2023

  Yes you are correct, I did pick up my vehicle on September 11, 2023 and noticed the check engine light was on  with two  codes..P00017 cam and crankshaft sensor , and P02098. O2 sensor  or exhaust leak, this is very new and only brought to my attention when I mentioned it after I inspected my vehicle.   They said I now need a timing chain for 

  $ 12614.08.  I had this vehicle since 2013 and have never observed any check engine light.  This dealership did not fix my vehicle, they made it worse,  but they got paid $10179.14 that included $3064.33 for a conductor plate they put in a transmission that was contaminated  with burnt fluid then tells me it didn't fix the problem but still have to pay for that part plus $9319.47 for a new transmission.   I am so mad I now have to buy a new vehicle because this one may put me down any day in the middle of traffic,  just refund me back my $3064.33 that was wrongfully charged and you will never see me or my family and friends  again. 

  

  Business response

  09/20/2023

  Mr. ***** had multiple codes in the ECM which controls functions of the engine. We replaced his transmission and we also replaced the ECM at no charge to Mr. *****. It is unfortunate but the vehicle is still 16 years old and we have no way of knowing what may malfunction next. Dick Dyer and Associates absorbed several thousand dollars of uncharged labor and parts to try and help Mr ***** with his vehicle. We can no longer participate in any further repairs. Please let me know if any other information is needed.

   

  Thanks,

  John M******

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Below is the redacted email that I sent to Brad & Hank on 10/28/22. After Brad received this email he called and told me that he would speak to the manager. As of today I have yet to hear from the manager and I have also not spoken back to Brad. Email: .. I am emailing you because I am requesting my $1,000.00 refund. On May 11, 2022 I spoke with Brad and gave him a deposit towards the build of a new car. I was never informed that if I changed my mind I would not get a refund; nor did I sign any contract stating that my deposit was non-refundable. When I originally spoke with Brad I was told that it usually takes about 6 months to build a car. I checked back with him in July, because I had not heard from him. He then told me that it would probably be next year (2023). He then contacted me a few days ago (Oct 24th) to look at a car that another customer had built of the same exterior but was unable to purchase. I naturally asked about the status of the car I ordered and he stated that it would be sometime early next year (2023). I was able to stop by to see the car & I absolutely dislike the car! It is very masculine and doesn't fit me. This is one reason that I was afraid to order a car that I had never seen. I told Brad to cancel my order and that I didn't want the car. He told me that I could use the deposit for another vehicle. I told him that at this moment I am going to wait on making a purchase since I will be working on the west coast for about a year. It makes no sense for me to make pyts on a very expensive car that would be sitting in my garage for a year. I also explained to him that in August I was diagnosis with an autoimmune disorder (I would gladly provide that information to you) that kept me from working. In my line of work if I don't work I don't get paid. So based on these two reasons I would like to get my deposit back. The car has not been built and I was never told that I could not get a refund nor did I sign any paperwork stating such.

  

  Business response

  11/14/2022

  Business Response /* (1000, 5, 2022/11/07) */ Our sales manager Neal B*** just spoke with customer and after learning her circumstances decided to make a policy exception refund her deposit in full. Client was pleased with the resolution. Please let me know if any further action is required.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Mar. 25, 2022, I was involved in a minor car accident. My 2014 White Mercedes Benz E350 sustained right rear door and bumper damage. My insurance company was notified, car was still drivable and all features of car was functioning properly. Car was appraised and was referred to Gerber Collision and glass for repair. Car was returned to me and upon return left an right rear view sensors were hyperactive and malfunctioning. I returned car to have sensors repaired. Dick Dyer was consulted and misdiagnosed the car stating it was in need of a harness. I received the car a second time and the sensors were still malfunctioning. Car was returned to Gerber they consulted with Dick Dyer again and was informed car needed sensors. Meanwhile my car is sitting at Dick Dyer and I have been without my vehicle for 3 months and driving a rental. Calls are placed to Dick Dyer for updates and no return calls. My insurance company is requesting updates as well and no response or return calls. I'm disappointed that I am inconvenienced and driving a rental for three months. Customer service is poor and I no longer want to deal with this company. They made a mistake with a misdiagnosis of my car and I feel like I'm being penalized, disrespected, and without access to my car.

  

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/07/14) */ the said vehicle was brought to us from ****** collision. it had the wrong harness and wrong blind spot sensor installed. the work has been approved but the part is on back order and shows an eta of 08/15/22 at best. I have no control over the part availability or the fact that the body shop installed wrong parts on the customers car. Our shop was going behind repairs done incorrectly at the body shop. as far as the rental car goes that would be between the consumer and her insurance company. please let me know if anything else is needed on my end. Consumer Response /* (3000, 7, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Upon my inquiry of when the said part will be available, was informed by (Boyce) that he had no estimated date of arrival for the car part. He further told the insurance agent Mike the same information. I feel this company lacks integrity and does not communicate well. I'm not sure when he got a date of arrival for the car part but it was never communicated with me or the insurance agent. I do not want to drive a car with malfunctioning sensors as this may lead to misjudgment and an accident. In the event that my car is returned to me without the problem corrected I will no longer have access to a rental that would be more safe. My proposal is that I drive a Mercedes loaner until my car is repaired. Business Response /* (4000, 9, 2022/07/18) */ The part availibilty is completely out of our hands. We will install the part as soon as it is available. i do not have a loaner vehicle to supply the customer due to the new car shortage across all car manufactures. it is my understanding that the customers insurance is supplying a rental vehicle for her and we will repair the car as soon as the part arrives.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Afternoon, I am reaching out for your greatly needed assistance due to a near fatal incident on two separate occasions due to Dick D*** Mercedes and Volvo faulty workmanship on my 2014 Mercedes C250. Please see email chain below. They still have not fixed my vehicle or looked at it. This is a cry for help as I do not know where to start or how to get this issue resolved being that the representatives at Mercedes are being less than helpful. The only person responding to my email currently is Mr. AJ P******, Service Manager. I have added the Hunt D***, Dealer Principal ( Owner), John M****** ( Parts & Service Director), Scott M***( General Sales Manager), Neal B*** ( Sales Manager) & Hank D*** ( Sales Manager) to original email thread.

  

  Business response

  06/17/2022

  Business Response /* (1000, 5, 2022/06/06) */ we have contacted the manufacture to see if they will provide any assistance being that the failed component that led to the engine failure was replaced under a warranty extension. I will update when i hear back from them. Consumer Response /* (3000, 7, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) My vehicle is still not fixed. I was being charged and paying for things that was initially their fault.Made reoccurring visits due to faulty component. Also would like reimbursement for lack of transportation due to loaners being unavailable each visit. Due to lack of transportation appointments and extra curricular events for child was missed. Business Response /* (4000, 12, 2022/06/13) */ My service manager has sent this up to coporate for review. I cannot give an ETA due to the fact that we are waiting on coporate to investigate and make a deciision as to whether they will assist in the repairs. I will update you as soon as i hear from them. Have a great week. Consumer Response /* (4200, 14, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business have yet to confirm the accommodations they will provide for me during this time for transportation. Due to the business admitting at fault on complaint response along with during phone conversation on June 3, 2022 they have yet to agree of the terms of my most recent rebuttal on 6/6/22. The business shall pay for rental coverage that I currently have until a response is rendered by the manufacture and corporate on how they will handle their liability of disablement of my current vehicle they have at this time.Also due to them not being able to accommodate with me with a loaner vehicle from their business in which it did not have to be a Mercedes if they did not have that make and model available but find other vehicles for transportation for me due to them being a very large corporation. I have not received no courtesy phone call or other correspondence individually from the business with an update regarding the process or what is going on with my vehicle from the business as well. Business Response /* (4000, 16, 2022/06/14) */ Mrs ***** and her grandmother showed up to talk today. I told her it was entirely up to Mercedes as to whether they assist her with the needed repairs on her car. I also provided her a phone number to call Mercedes customer assistance center for help.

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