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Complaint Details
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Initial Complaint
02/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello,I had the most traumatic experience at Critz Mercedes Benz in ********. On November 24, I was contacted at 12noon that my car had been broken into the previous night. No police had been called or notified. The manager never came out to speak to me. Myself and the police was told we could watch the video but instead we received photo's. The serviceman assisting me informed me that it was policy for the customer to call the police when these incidents happen but none was called. Once I arrived on scene, I noticed that there was no broken glass or force entry. Critz had left my doors open overnight (negligence) and someone stole things out of my car. I took a loss of $1500+ in merchandise. Additionally, the speaker on the driver door was damaged during the theft. My car was never broken into. Someone ( critz employees) left my car doors open for a thief to steal. Months since the incident, I am still reeling from the effects. I have never felt more violated. I have been trying to get in touch with someone higher then ********************* or the General manager but he has yet to give me information and has been avoiding my emails and phone calls. The company offered to provide a reimbursement of $250 and then went up to $500 for all my pain & suffering and said it was nothing else they could do. I even was asked to pay my service fee of $600 without any compensation because of the incident. Meanwhile, I lost my merchandise and wages on that day I went there. I would never go back. I would recommend that this location be closed immediately since they cannot ensure the security of vehicles on the lot and ensure of compensation for they lack of caring and taking care of customers.Thank You, *********************************
Business response
02/29/2024
We feel terrible that a thief illegally entered our customers vehicle. Based on security camera footage, we were able to rule out the 2 larger items reported as missing since the thief was wearing a sweatshirt and jeans and didnt have anything in his hands after leaving the customers vehicle. Our customer was unable to produce a purchase receipt for the remaining higher dollar small sized item reported missing that could fit in a pocket. After communicating with our customer, we agreed to reimburse her for the reported missing cash ($500) and a Bluetooth headset ($20) as a gesture of goodwill.Customer response
03/07/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 21361478
I am rejecting this response because:
Ive been trying to get them to give me information to get in contact with corporate or the ** and ********************* or ********************************* will not return my calls or email me back. The ** or corporate need to contact me
Regards,
*********************************
Business response
03/22/2024
We spoke with our customer and we agreed on a settlement to resolve this complaint.Initial Complaint
03/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have owned a 2018 BMW x1 for 1 year. The vehicle had 78k miles on it and we took it to Critz BMW to change the oil and service. 5 weeks later (1,500 miles) the engine in the vehicle completely blew. Threw a rod and cracked the engine block. There were no engine fault codes active, and critz stated that there was nothing at all wrong with the vehicles engine. Critz now quotes $16,000 dollars to replace the engine. We have called corporate BMW for assistance, and have gotten no help. In my opinion, the engine blew due to a mistake by Critz during service. There were no engine faults before the service and no issues at all with the engine. Now they will not cover any of the work needed, and we are out a vehicle.Business response
03/31/2023
After thoroughly investigating this claim, Critz BMW did not cause the engine damage that occurred. Our General Manager will reach out to our customer by end of day Monday, April 3rd, to discuss additional discounted repair options.Initial Complaint
02/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I traded in my 2021 Buick Enclave purchased from Critz Buick on Aug 31st 2022 and went into the dealership to cancel my GAP and get a refund. The insurance company Assurant Insurance who handles the GAP informed me they refunded the GAP check to Critz on Sept 17th 2022 and that Critz would mail me the check. I have been to Critz several times over the months. I have spoke to ** *** ***** in Finance who was the one that told me to call Assurant Insurance to locate my check. I have called Critz continuously leaving ** *** ***** messages or speaking to him directly and he promises to call me back which he never does. I have spoke to other associates there a gentleman by name of ****** on Jan 11th who text me back stating they had my check and was mailing it to me and someone would reach out. Never get a call or a check. This has been going on for 5 months now with no resolve and can't not get a single person to call me back or give me answers when I visit the location. Only they have my check and will send it to me. I have bought at least 4 cars from this company and there will be no more. I have all the documents from the trade and messages in writing from their associate ****** stating they had the check. This is a either a scam they run or super unprofessional business practice.Business response
02/01/2023
We called and apologized to the customer about this unusual delay. The refund check was mailed to the address listed during the sale of the vehicle. Unfortunately, our customer’s address has changed, and we failed to update our records to the current address. We have cancelled the original check and will reissue a replacement check today to be delivered by FEDEX on 2/2/23 to the new address listed in this complaint.
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.