ComplaintsforMercedes-Benz of Music City

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new vehicle six weeks ago. It has been in their repair shop for three of those. After the first week of having it, the seal came off the window. After the third week the driver airbag malfunction light warning came on, the driver assist function malfunction light came on, the 12 volt battery will not hold a charge and the preset buttons will not stay saved. They are telling me that ******** will not replace faulty battery and they will not do anything but continue to repair the other issues under warranty. I feel I have been sold a vehicle with manufacturer defects. It should not be normal to purchase a vehicle and it have this many issues. I only get the run around from everyone I have spoken to at the business without a resolution.

  Business response

  07/16/2024

  Please see the attached repair order with the ******** recent concerns. We have addressed all of them under the manufacturer's warranty with the exception of the tire. The tire had a bubble due to a pothole or road impact. Our GSM goodwilled the replacement of the one tire in an effort to show dome goodwill. I have reached out to speak with ********************* but caught her at a bad time, I have sent her a text message asking when a good time would be to call today 7/16/24. Ultimately, we will try to setup a call with our GM ******************* when he is back in office next week to discuss their concerns with him.

  Thanks

   

  Customer response

  07/19/2024

  The only correspondence I received from this company was from "Bill". He asked when a good time to contact me would be and I have not received any other communication via him nor his company. The issue that I have is not with the service department. The issue is with the sales division. I purchased a vehicle that has spent more time in the service department than it has on the road. I contacted my sales representative and let him know what was going on with the vehicle I had purchased from him and was ignored. I feel like a vehicle of this magnitude should not have as many issues it has in such a very short time and the lack of recognition from this company and standing behind their product is severely lacking. 

  Business response

  07/24/2024

  *******, 

  Thank you for taking my call on Wednesday July 24th. As discussed, I'm going to schedule a loaner to be delivered to you and pick up your C300 so we can diagnose the most recent issue. We are committed to getting your vehicle repaired and making the process as easy as possible on you. 

  Thank you 

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

   

   

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a scheduled oil change for Sep 02, 2022. Standard oil change and top off fluids. I had to drop the car off on the morning of Sep 02, 2022 because I was going out of town and agreed I would pick the car up after hours on Sep 04, 2022. Upon picking the car up I almost immediately noticed the headliner in the back drooping on each side which was not the case when I dropped the car off. I then thought that could be due to moisture and looked up at my sun roof. There were 3 water marks/stains in the headliner, again they were not there when I dropped the car off. I called the following day to talk to the service manager and a week later I was told that from the pictures I sent in it looked as if there was potentially a leaky seal. I informed them there was not as I drove through the rain and washed the car myself with no repeat incidents. We had gone back and forth with little resolution. The service manager mentioned he would reach out to their upholstery person to see how much a fix like this would cost and get back to me in a week. I got a call back two weeks later informing me that they would sell me a replacement headliner at cost and I would have to pay labor as well. I quickly replied, how does this make me whole when I dropped the car off to you with no issues but picked it up with over $1,200.00 in damage. I was told I would get a call back and still have not.

  Business response

  10/25/2022

  Please see attached repair order ****** client brought his E class in for an oil change. We did not perform any repairs or operate the sunroof while the vehicle was in our possession. Our Service Manager has offered discounts on the headliner repairs trying to find a way to help the client, but the client has not accepted any of the help. Please see the attached repair order RO 81348 where this vehicle had a previous concern of a water leak around the dash back in 2021.

  Customer response

  10/26/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  This is a completely separate matter.  The water that came in, as CLEARLY stated in the write up, came in behind the dashboard and onto the passenger floorboard due to a dirty drain, again CLEARLY stated in the write up.

  These are two completely separate occurrences both where they physically occurred and time frame. 
  

  I have had the car for multiple months since picking it up from your dealership and it has rained many times.  No water has entered the vehicle, so it is not a faulty seal as you proposed.  This was a mistake on someone’s part and offering me discounted pricing still leaves me out $1,800.00 to be whole for someone else’s mistake.
  
  Ben Redfield

  Business response

  10/26/2022

  If we make a mistake, we fix it. We did not do anything to cause water to enter your vehicle and damage the headliner. Unfortunately, in this case there appears to be no resolution.

• Initial Complaint

  10/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This complaint shall serve as the continuance of the first complaint that was made right before this one.. this complaint is based off the fact that when I did finally get to speak with the manager of Mercedes-Benz of music City, basically when he read my file for my car he didn't really have an explanation of why it had sat there for a month and a half and no work had been done on it just quotes that had been written as a estimates in my file for my car. Unfortunately, this manager on duty said one of the most offensive and horrible things I've ever heard anyone say to a customer and this is the main reason for my complaint. I spoke with Mr ************ and discussed with him that I didn't have a whole lot of money and I was definitely on a budget so these repairs, I would need to know everything that was done before it was done so that I would know whether I could afford to pay them or not and Mr *********** told me not to worry that we work something out. Well, the manager on duty yesterday made it very clear to me that Mercedes-Benz of music City and no way shape or form except any type of financing or payments for any of their repairs and because of the fact that they knew I could not afford the repairs is the reason why nothing was ever repaired on my vehicle or even attempted to be repaired on my vehicle. I find it extremely offensive and as a customer of Mercedes-Benz for many years I'm appalled. I don't understand how any company could treat their customers this way and I will not dismiss this company's attitude or actions because as of lately, 90% of the conversations conversations with Mercedes-Benz of music City have been uncomfortable, just flat out rude, or like they didn't have enough time, or that my time was even worth it. Because I haven't had a vehicle for a month and a half now and have no other way to get another vehicle, I have no way to get to work. I don't have another option for another vehicle because I am broke. Mercedes-Benz has treated m

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/10/03) */ Contact Name and Title: **** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *******@mbofmc.com Mr. ***** is asking us to finish the job or refund? He has not authorized repairs nor have we repaired the vehicle previously. He was advised that we do not offer any type of payment plans or in house financing. He would need to seek this through a bank or credit card. Our team has made several attempts to communicate with him on recorded lines which we would be happy to supply if needed. Consumer Response /* (3000, 7, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response, I did authorize Mercedes-Benz of music City, through a Mr *********** who is I believe he sales manager at that dealership to go ahead with the repairs about a month and a half ago when it first arrived to the dealership. This is the second time my Mercedes has gone to this dealership. The first time, management told me that the vehicle seemed fine and so I left and broke down within a half an hour at which point Mercedes came and got my vehicle. Again, Mercedes-Benz of music City was ***** is authorized to do repairs as long as the repairs do not exceed $5,000 or as long as they call me inform me what is going on before they repair it. Yes a manager at Mercedes-Benz has tried to call me multiple times but each time I call them back they don't have any idea what is wrong with my car I don't understand how a business can conduct business this way. Regardless of my financial ability to pay, Mercedes-Benz if they choose not to work on my vehicle because of their strict no financing policy for repairs, they should probably notify the owner to pick up their vehicle rather than holding it and doing nothing to it. I am overwhelmed at the fact that my recent change in financial ability would hinder how a business does business with their customers. The attitude has completely changed and I really don't think that the company Mercedes-Benz would be very happy with the way that this particular dealership has treated me. I hope this complaint serves others well in the future and hopes that they don't get treated with the same ill manner that I was. I want my car fixed and I authorized Mercedes-Benz to fix it. I'm sure that if they let me know how much the bill is when they're done repairing it I will then decide how to handle it when we get to that point but obviously we haven't gotten there since it's just been sitting there for a month and a half. So yes this is why I'm asking for my car to be repaired or released or what not and honestly because of the ill mannered people I've had to deal with, I don't think that I should have to pay for it, no I really don't. I would never ever treat a customer the way that these people have treated me. Business Response /* (4000, 9, 2022/10/05) */ Mr. ********* vehicle has only been to our shop one time. the only previous repair order was a stop drive recall issued my MBUSA. For this recall we went to the customers house to complete the recall for his safety, and this was performed at no charge to him. His vehicle is currently at the shop, and he has indicated he cannot afford to repair it. We have made several attempts to contact him by phone on recorded phone lines, but he will not answer. At this point we would like Mr ***** to come have his vehicle towed out. We try very hard to not put a customer in a financial hardship his 2009 vehicle needs several repairs that exceed $3500.00 to make it run. Please see the attached invoice for the recall.

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