ComplaintsforMercedes-Benz of Sanford North Orlando

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am deeply troubled by the level of service I have received from Mercedes Benz of Sanford *******. After a lifetime of working hard and saving for my luxury brand vehicle, I am a bit stunned this is how Mecedes Benz customers are treated. It has been a lifelong dream to own a Mercedes Benz. I have worked so hard to achieve a level of security to purchase my first luxury vehicle from Mecedes Benz. This whole ordeal is just depressing. I was sold a vehicle that should have never left the lot without the sticker being replaced. There is no record that I have additional warranties on my vehicle. The overpayment has yet to be returned to me or my financial institution. I can only imagine how much accrued interest was earned from the difference that was paid/actually owed at the time of sale. What did I do to receive this level of service and behavior from Mercedes Benz of Sanford *******. I hate to think this is a racial and gender discrimination. I never imagine experiencing these types of issues as an African American woman in 2024.

  Business response

  08/22/2024

  The refund was issued last week on August 14th. If ******************* has not received it, then she needs to let us know so we can get that corrected. As far as the * pillar sticker is concerned, It was bad timing as it happened during the same time as her taking delivery of the car. We will do everything possible to get this resolved at limited inconvenience to the customer. This is not a mechanical issue only a clerical issue and should not be any issue as far as performance or safety. I have left ******************* a message to call me so I can come to a simple resolution to this as the General manager.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 75 year old father brought his 2020 Mercedes GLE350 to this dealership for the first time to get an oil change. The initial estimate was $350 but the service advisor somehow duped him to spend over $2,000 on services he did not need such as wheel alignment, brake fluid flush, tire rotation, air filter change, air conditioning EVAP service. My dad is old and cannot read or speak English very well. They essentially tricked him to buy these additional services that he did not need. After speaking with multiple managers at the dealership they agreed to refund him only $800 out of the $2,000+ he paid . However, it did not change the fact that they preyed on seniors who are not fluent in English and it was very unethical. When I spoke to the general manager his name is ****** he told me they dont just do oil change, it has to be the entire service package. What kind of dealership does not do oil change only???? My dad only wanted an oil change on a relatively new car with 18K miles on it. When I spoke to the managers they said they did nothing wrong and my dad signed off on the services. But if you look at the attached service order there was a disclaimer on every page that said Please read carefully and check one of the statements below and sign: I understand that under state law Im *********** a written estimate if my final bill will exceed $100 and there are 3 boxes. The 2nd box says the shop may not exceed this amount without my written or oral approval. They did not ask my dad to sign off on this box but instead they made sign at various inconspicuous places. He had no idea what he was signing for. Our request is for the dealership to refund the remaining amount he paid except the oil change. The service order shows original estimate of $345.35 on page 15 which is for the oil change but somehow it became $2,000. We are requesting an additional refund of $940 from the $2,085 they charged my dad. It is morally wrong to prey on senior citizens.

  Business response

  11/15/2023

  Thank you for bringing this concern to our attention. Although all paperwork for repairs were properly signed and agreed upon, the dealership has come to an agreement with the customer who has agreed to receive a refund of $800.

  Thank you. 

  Customer response

  11/20/2023

   
  Complaint: 20819285
  
  I am rejecting this response because: My father simply wanted an oil change which the dealership quoted $350 as stated on the invoice as original estimate.  They ended up upselling him a number of services he absolutely did not need and the revised estimate showed over $2,000.  Even with the $800 the dealership refunded it was still not enough to cover the fact that they preyed on senior people who possess very little knowledge about cars.  We are only willing to pay the cost of the oil change which was $350 and request the dealership refund the remaining $900 they charged. 
  
  Sincerely,
  
  *****************

  Customer response

  11/20/2023

  In addition to my previous response I would also like to add that my 75 year old father has early stage Alzheimers and dementia.  It is unethical for the dealership to take advantage of anyone, particularly someone of that age and with medical conditions.  The invoice clearly spelled out on every page that customer must sign in those boxes or provide verbal approval if new estimate exceeds $100.  My father did not sign on any page near those disclaimers nor did he provide verbal approval for a $2,000 bill.  If the dealership refuses to refund the remaining $900 we will take legal actions within the confines of ******* law. 

  Business response

  12/05/2023

  An internal investigation has determined that there was no ill-intent or discrimination regarding this matter. As previously stated, the customer signed the appropriate documentation throughout the appropriate process. After the customer voiced their concerns, the management team came to an agreement with them to receive a partial refund as a resolution. Because the dealership has fulfilled their end of the agreement, unfortunately we will be unable to assist the customer further.

  Thank you. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  4-4-2023 This business advertised a price of a vehicle at $58581. I emailed to inquire about the vehicle and they raised the price by $6500 to $64,990. I sent them screen shots of the pricing and they said it was a "mistake". After I inquired about it, they went on line and changed the price. This is bait and switch in its truest form. I have photo documentation.

  Business response

  04/06/2023

  Thank you for bringing this concern to our attention.

  We have been in communication with the customer directly about the pricing error listed on the website. We advised the customer that it was an error, made the corrections immediately, and provided them with the correct pricing. Once we made the necessary updates, they take a day or two to reflect the correct pricing.

  We do disclose on the website that "there could be errors and that you should contact the dealer to verify pricing or description."  

  Unfortunately, errors do occur, and we reserve the right to make the correction.  Customer did not wish to buy this vehicle for the corrected price.

  We apologize for any inconvenience this may have caused.

  Thank you.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have recently travelled across the country from ******* to Orlando in our 2018 Mercedes GLE 350. During this drive, an intermittent popping noise in the front suspension became pronounced. In Orlando, we brought the car to Mercedes Benz of North Orlando for a scheduled maintenance and asked that the popping noise be investigated. This car is covered by the Mercedes Certified Pre-Owned Warranty (***). We were advised by the dealership that they would have to charge us $235 to look into the source of the noise, and that if any repairs were required and the repair covered under the **** the $235 charge would be deleted, but if the source of the noise was not covered under the *** warranty, we would have to pay the service fee. Upon picking-up our car, we learned that we were being charged the $235 fee... According to the dealership, the noise was caused by "brace plates a the rear of the front sub-frame" being loose. The *** warranty plainly covers suspension components, which these braces are. However, in the dealership's interpretation, since these plates were just loose and no part "failed" or required replacement, tightening these brace plates constituted an "adjustment", rather than a failure and therefore not covered under the *** warranty. This assertion is patently ridiculous... "Adjustments" relate to "consumable' parts that are designed to be adjusted as they wear out. Examples would be components such as ball joints, tie rod ends; window regulators, door and trunk latches, etc.There are no adjustments to be made for parts that are bolted on. They are either attached properly or not, particularly critical components of the chassis/undercarriage, suspension and drivetrain. The loosening of any such part is a "failure", and one that renders the vehicle dangerous to drive. We, and Mercedes were fortunate that we brought this vehicle in for service and this dangerous condition was discovered before a tragedy occurred.

  Business response

  01/16/2023

  Thank you for bringing this concern to our attention. 

  
  We attempted to get this minor repair covered under the *** warranty, but it would not cover it due to it being an 'adjustment'- no parts needed to be repaired or replaced. 

  
  The fees incurred by the customer are for diagnostics and labor. These fees were explained to the customer prior to fix as mentioned in the complaint.

  We are not able to make any billing adjustments at this time. 

  
  Thank you.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car has a real bad vibration in the front wheels. I have take the car to the dealership with this issue 5 times. First time don remember date- they did not find anything and did not give me paperwork after the test. (not shown) The second time was Mar 30 2022 said that they adjusted sensors on the front wheel drive(provided) The third time May 3 2022 they align and did rotation on tires. The May 10 I took it and did a test drive and the car passing 70 miles started vibrating. They kept it then on I asked the dealership to give me a replacement per lemon car law because I have 3 kids between the ages of 5 and 6 years of age and this represents a risk on the road. The dealer refused to accept my claim and said Mercedes Benz corporate will have to take action on this matter and told me to wait for someone else to contact me. I need this car replaced as soon as possible because I am not able to use and I am paying for it. I want the BBB to help me get this issue resolved please. I appreciate you help in this matter.

  Business response

  06/17/2022

  Business Response /* (1000, 5, 2022/05/18) */ The vehicle had a vibration at highway speed. We followed the MB repair directive and updated the electronic Steering. It still had a vibration but noticeable better. We then replaced 2 tires that were at the max road force specifications and that made it a little better. It is almost un-noticeable at this point and only on certain road patterns. In checking with MB engineering team, It was explained that the current characteristic does not affect the safety or integrity of the vehicle. I was also advised that in the next several weeks there will be additional software released to help improve ride quality while further reducing and/or eliminating the characteristic the customer may be experiencing. Consumer Response /* (3000, 7, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept that solution. Reason being, even if they say the issue is not a threat to our safety, I did not pay the price of an expensive car to be spending more time than just going to get an oil change ( reg. Maintenance)at the dealership. They are lying because they told me the software will come out in November and telling you that it will come out in two weeks. I want them to change my car because it turned out a lemon. It is a new car and should not have vibrations or maintenance of any kind aside from reg oil change. This solution is unacceptable, I am paying for a Mercedes not Hundai. Business Response /* (4000, 9, 2022/05/19) */ The car does not present any safety issues and MB has provided us with the updated information on the software update. He is correct that we told him November as that was the information at the time. These are only estimated dates and the latest info was mid-June. Again this is the best estimate at this time. MB's stance is that the vehicle is driving safely and the new software will only make the steering feedback less noticeable.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2022 Mercedes Benz GLE450 and have had issues with the navigation. I have called the dealer and called Mercedes Benz and have been giving the run around. This is not what anyone should expect from any auto manufacture but especially Mercedes Benz.

  Business response

  05/10/2022

  Business Response /* (1000, 5, 2022/04/20) */ Had a good conversation with Mr.*****. He is ok and we agreed to do direct communication going forward. He has my Cell number and the vehicle is functioning properly at this time. I apologized for the frustration.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/8/22 I brought my Mercedes SUV to MERCEDES-BENZ of Sanford after it went into limp mode. The engine codes showed that it had turbo underpressure. Additionally the ESP warning lite was on. Diagnosis showed that the limp mode was due to a solenoid in the turbo requiring removal of the turbo. There were additional, non-related items that I said I would repair, but I authorized Mercedes to do the turbo solenoid repair. I got the vehicle back on 1/24/22. I noted some minor sloppy workmanship when I got the vehicle home and sent pics to the service manager. It drove home ok, but that same evening the turbo quit again. The check engine code said turbo underboost. I brought the vehicle back to Mercedes on 2/8/22. They found a broken stud on the turbo tube, causing an air leak. Since they had removed the turbo and reinstalled it previously, I figured they should fix it. The mechanic denied responsibility, and I was billed an additional $451.95 to replace the broken stud. I received the vehicle back on 2/19/22, 10 days after sending it back. I feel this was poor treatment, I expected better treatment from a prestigious company such as Mercedes Benz.

  Business response

  04/13/2022

  Business Response /* (1000, 9, 2022/03/14) */ We have refunded Mr ********** the $451.95

*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. ↩