ComplaintsforMercedes-Benz of Newton

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this dealership around the 8th of February 2020, by the 13th of February it started giving me problems with the lights. Within those days I told them I wanted to return the vehicle and get back the one I traded in. They informed me that they sold my vehicle I traded. They took the vehicle in for repairs and it stayed with the dealership for four months. I worked with ******** ********* in which they came with a settlement for the trouble I had and fixed the lights on the vehicle. I asked if there is any other problems can I take the vehicle back and they told me yes. I have taken the vehicle back for all the service appointments and never missed one. Now there has been a warning about the *** is inoperable along with the the breaking assists. I have taken it back four times and they made it seem as I was making it up, even to the point where I was told that I couldve faked the pictures, and to look on ******* to figure it out myself. The only reason they took my car in ******* was because I told them I have videos. I have taken the car in July, November, December of 2021, until they finally took it again in ******* of 2022 in which they kept it for a month and a half, to have the same issue with the ***, and the Breaking Assists a week and a half later. I contacted them and they told me to bring it in when I was at work. I told them that I cant and can they come and pick it up. Then I was told to bring it in on Monday 4 April 2022 in which I did and the service manager was gone as he was the one to bring it and come see him. I didnt get a phone call or anything. Today 12 April 2022 I brought the vehicle in. I was given a loaner and I told him again I couldnt stay because I have a doctors appointment and the service manager told well you can take your vehicle and go. I asked so your telling me to not go to my appointment for issues on a vehicle that you told me you fixed. This ordeal has been frustrating and ridiculous.

  Business response

  04/13/2022

  At this point in time, this customer has been referred to service his vehicle at another ************* dealership.  He did stop in the dealership yesterday afternoon and because of his actions towards our Service Manager we had to call the ******** Police to have him escorted from the building.  The vehicle is still covered under the manufacturers warranty so he can go to any other authorized ************* dealership if he feels his car needs additional service.  He was never charged when his car was in for service and we always gave him a courtesy loaner vehicle while we looked into his concerns.  

  Customer response

  04/14/2022

  
  Complaint: 17020435
  
  I am rejecting this response because:
  
  This is not the true story. I have been respectful and the service manager has been talking to me rude and has told the issue was fixed. I have been told by the dealership to look on ******* to fix the issue myself. I came there and the service manager was hostile with me and talking to me as if I was a child. I asked him to fix what he said he fixed and who wouldnt get upset in this situation when its a safety concern not only for me but also my family. I tried reaching out to the General Manager leaving numerous voicemails asking to resolve the issue at the lowest level, even to the point that Ive made a complaint to ******** ********* asking for the General Manager to call me back. I have been talked to like I dont even know what Im talking about even when provided pictures of the fault. They told the module was replaced in which they told me from the beginning they didnt know when one would be coming in and then all of a sudden one shows up they said the issue was fixed to have the issue again happen a week later during a thunder and rain storm. To see the warnings of the *** inoperable and the Breaking assists wasnt working while having a child in the car during this time. I told them numerous times I cannot stay in which I have the emails saying that or even telling me to bring the car at times when I was at work for an issue that was told to me it was fixed. Not to mention when I did come the service manager left and didnt even give the courtesy to say he or the shop ******* was gone for the day. Then on the day of my appointment I said again I have a doctors appointment that I have to go to and the service manager tells me to take my vehicle and go because I couldnt stay for an hour even after I said I could come right back after my appointment and he says you need to be back by 2pm and it was already 1:30pm. This has been an ongoing issue that I tried to keep at the lowest level and this is how you treat a customer that finally got fed up. I have never came there being disrespectful and the way I was handled I cant stand up for myself. I have had issues with this car from day one. This isnt fair to a customer that have been trying to resolve an issue.

   

  
  
  Regards,
  
  *****************************

  Business response

  04/22/2022

  As previously stated, this vehicle is still under the factory warranty and can be serviced at any ************* dealer.  Customer has been advised the same message and we've been notified he has gone to another dealership to have his concerns addressed.  Thank you.

  Customer response

  04/22/2022

  
  Complaint: 17020435
  
  I am rejecting this response because: As a dealership with a customer you tried to embarrass instead of taking care of the issue at the lowest level is not right. Not only lying and saying that the issues were fixed and they werent, putting myself and family at risk. This dealership has had many complaints from minority customers on the treatment that they received from the dealership particularly from the service manager and one of the sales managers. In a time like this where the tension between police and minority individuals you chose to be disrespectful and then in turn call the police instead of the General Manager like I asked you chose to make it bigger than just doing whats right. I have never been disrespectful when coming in there and even when leaving wasnt disrespectful. While I read the responses that was returned why havent the dealership expressed that they have lied about the repairs and the only reason the law was involved was so that you wouldnt have to fix the car. Or why you had me come in early in the morning to meet the ******* to inspect my vehicle and he never showed having me late to a doctors appointment or when the service manager did the same thing. I have the receipts from when you said you fixed the issue and the receipt from the the other dealership showing the issue wasnt fixed. So instead of deflecting tell the truth on the matter. You sold me a car that they knew had serious problems. 
  
  
  
  Regards,
  
  *****************************

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