ComplaintsforMercedes-Benz of Knoxville

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a certified pre owned Mercedes from Mercedes Benz of Knoxville on 4/27/2023 and was given a carfax to sign that showed no damage or accidents reported/also was told it had never been damaged and never signed anything stating it had which is why I proceeded with the purchase of the vehicle . After pulling the carfax myself on September 15th of 2023 it came to my attention the carfax had a accident reported on December 29th of 2022 which is months before I purchased the car that was never disclosed to me since they had me sign a copy of a clean carfax . I have a copy from the dealer of the car fax I originally signed and would like them to back out / unwind or completely void my purchase and take the damaged car back . I have uploaded copies of the carfax given to me dated 4/26/2023 I signed stated no accidents or damage reported to car fax . I have also uploaded copies of the car I pulled on 9/15/2023 showing it did have damage reported before I purchased it

  

  Business response

  04/11/2024

  Company states that they investigated and have agreed to mediation with this customer.

  Customer response

  04/15/2024

  
  Complaint: 21293330
  
  I am rejecting this response because:
  Mercedes Benz of Knoxville Tennessee has not reached out to me or my representation on mediation 
  Sincerely,
  
  ***** ********

• Initial Complaint

  08/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had made a deal over the phone to buy a vehicle. I travelled 509.7 miles round trip to purchase vehicle. After arriving at the dealership I was quoted a price for the vehicle. My payment was to be $318 /month. This is what the sales woman had quoted me the day before . She had text me the quote and my credit app which I had on my cell phone. When I went to sign papers at the dealership my payment had been changed to over $360/month. After long heated argument and speaking with the manager he said the saleswoman had done me wrong but there was nothing he could do to correct the situation. I travelled 509.7 miles n good faith to buy the vehicle. Again, the manager said I was done "wrong" but he could not do anything.

  

  Business response

  08/23/2022

  Business Response /* (1000, 5, 2022/08/01) */ Mercedes Benz of Knoxville will offer our mutual customer $250 as a goodwill gesture to help offset for fuel and time to come to dealership. A deal worksheet was sent to customer with disclaimers that state it is not a retail contract and Retail payments are an estimate and may vary among lending institutions. Tax rules may vary per state. The final terms of your loan may differ depending on actual terms of the financial institutions acceptance and are negotiable. Customer was extended 4.99% for 75 months. Dealership was reaching out to senior loan officer for additional 3 months which was on worksheet. Sales managers actually discussed exactly how much less customer would finance to get to same payment. Customer too upset by that time. it was unfortunate. Would like to work with customer in the future. The vehicle he was interested in did sell the next day. Business climate in regards to rates and terms have changed greatly in just a few months. Looking at credit score the term and rate would have been very easy to achieve not to long ago. Dealership will do its very best to submit applications for approval as quickly as possible to alleviate any misunderstandings with this customer or any other. If the $250 goodwill offer is acceptable please let us know ASAP. once again our sincere apologies.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The vehicle was dropped off for a 10-14 day repair on 4-18-22. After several failed attempts to repair the vehicle they forced me to pick up the vehicle on 7-19-22, several months longer than the original estimate for a incomplete repair. The business caused more damage to my 2021 Durango SRT than what it showed up with . From their carelessness and neglect the vehicle will need several thousand more in repairs on top of what was done to it by them, and many more panels will need repainted, with several rubber pieces replaced from them painting the black rubber. The vehicle now has rust forming from them not repainting areas and their paint has started to lift near one door handle. The paint color does not match, they have metallic paint in one area on my paint, they have scratched other parts of the vehicle, they have scratched one door panel, they have painted on several windows and after several attempts to have them remove the paint, it's still on my windows. But now I have deep scratches on my windows with the paint. I feel they have ruined my 83k car, and I do not want them to touch it again, they must have it repaired by a true professional paint shop. Not to mention it hit 94 mph in a 40 mph zone while in their care and burned over 1/4 tank (7 gallons) of fuel. Management has said the paint looks great and they would never know it was painted. Here are pictures of some issues, I've counted more than 20 flaws, some major flaws requiring repainting.

  

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/08/05) */ Mercedes Benz of Knoxville Collision does not agree with customers complaint. Collision manager, Customer service manager with well over 30 years automotive experience and general manager met with Mr. ******* and his wife two days before taking delivery. a great deal of time was spent walking around the vehicle. One trim piece on top of the vehicle had some coating but was being replaced. did not see residue on window that Mr. ******* mentioned but agreed to reclean vehicle. There were unexpected delays- With a late model truck and supply shortages it did take longer to complete the repair than normal. Mr. ******* met with collision manager on more than one occasion to inspect vehicle and to repair very minor issues. Paint matched very well in both led lighting inside and outside in bright sunlight. At time senior managers met with the only thing from completion was a trim piece on top of the vehicle. that came in and was installed. We feel very confident the vehicle was delivered in very good condition. Pictures Mr. ******* has presented may bge from prior damage or subsequent damage but at time of delivery we have photos to prove our position. Mr. ******* has misrepresented Mercedes Benz of Knoxville social media posts. We request that this for discontinued immediately. Mercedes Benz of Knoxville strives to deliver the finest craftmanship and customer service. it is obvious to our team that this is not possible with Mr. *******. If Mr. ******* wishes to take it to another collision center it will be at his expense. Consumer Response /* (3000, 7, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Vehicle was delivered dirty, once cleaning vehicle at home correctly many many errors were found that dirt and water spots can hide. The paint peeling at the passenger rear door handle has actually become much worse with use of the door in the last couple of weeks. The upper trim piece and the clear film were never installed, I can show the date and time stamps to each photo to prove their authenticity showing each error I've cleared stated. Multiple certified paint correction specialist have inspected the paint and said they can't fix several of the issues in the paint, that it would be to be repainted by a better collision center before having them wet sand all of the imperfections left in the paint. This paint does not represent the finest craftsmanship, it shows a rushed job. Before bringing the vehicle I had asked could it be restored to show quality paint as it's a 1 of 70 low production vehicle and I was reassured that it could, but the quality is not up to par with what one would expect from Mercedes-Benz.

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