ComplaintsforMercedes Benz of Fort Wayne

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a vehicle, said vehicle came in and the dealer forced a ****** fee in which they would not remove. they packed their deal with finance and tried to force me to purchase the vehicle with the add on's I declined. They refused to remove the add on's so I cancelled the deal. The dealer is refusing to refund me my deposit of $2,500.00, I have spoken to the sales person and manager. they will not give me my money back which is illegal as they changed the pricing before delivery of the vehicle could take place. I discussed when ordering the vehicle if they would honor MSRP and they said yes. they also never mentioned the deposit was non refundable, this is unethical practice and I just want my money back since they did not keep their word on pricing. I was also told they would be able to easily sell the vehicle to someone else for more money so I'm not understanding why I cannot have my money back.

  

  Business response

  10/20/2023

  We refunded ********************* deposit  on 10/17/23.

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2021 my Mercedes made a cracking sound in the steering wheel and all the steering controls went out. I did research and found that most likely is a clock spring that is bad and found that it was a recall item from Mercedes benz. I call FW Mercedes and was told that they would cover the cost if it was the recall item since it broke so quick. I had an appointment and when I showed up to appointment a man came out saying oh sorry we arent going to cover it. You will have to pay for it. I ended up calling the general manager ******************* who said bring it back and we will find out for sure what it is. I was called and told it was a modular so all agreed they would order the part. After two weeks and no word, I called to find out part was never ordered. Now by this time the crunching in my steering wheel has got worse and knocked out my air bag making my car unsafe to drive. I called other service places and they told me why are they not taking this car apart to verify what it is. They again today have refused to do this but wanted me to pay for a part that maybe 75 percent possible the issue but could be the original clock spring issue that should be covered. My complaint is that as a woman they are trying to make me pay for a not needed part and refusing to properly diagnose the car that they said they did but later have said no they did not. Taking advantage of someone by charging them for unnecessary repairs. I want my car fixed properly according to what was originally promised to me at the beginning when they said they would cover it. I would gladly take it somewhere else but want them responsible for those repairs and properly reprogram anything that have to due to it being a specific Mercedes tool

  

  Business response

  01/26/2022

  Unfortunately, the repair required was not covered by a recall as **************** had hoped. As a result, **************** would be required to pay for any work performed to her vehicle. It is our understanding that the repair was not refused, but **************** was told the repair would not be completed for free. Separately, as **************** declined to have the work completed because she thought it should be free, Mercedes Benz of Fort Wayne is certainly not responsible for any further deterioration that *** have occurred in the interim. While we are not able to preform repair work for free for non warranty items, we can certainly perform the repairs if **************** agrees to pay for all necessary parts and labor associated with the repair. 

  
  

  Customer response

  01/26/2022

   I am rejecting this response because:
  That is not the truth. I was told it was covered then was told it was not but still I agreed to have them fix whatever it was that needed to be fixed but then they failed to even order the part. Then when I said that I believed it was something else due to a 2nd opinion they told me that I had to pay for a repair that *** or *** not be what the issue is then go from there. My complaint was that if the original diagnosis of taking the steering wheel off and finding out for sure what the actual 100% problem with the car is, then i would have been willing to pay for it but to have to pay for a part and repair that quoted "probably is not what is wrong with then car and we are only 75% sure it is" then makes zero sense. Their refusal to take the car steering wheel off and give a full accurate diagnosis of the problem is my complaint. I have had to go back and forth with them several times, first when they said they would cover it, then when they failed to order the part, then refusing to diagnosis the car properly. I am fine with going somewhere else but the fact that they failed all the way around and being the only Mercedes dealer in town. and yes, I believe due to their lack of service it has caused further damage to my car. I could have had this fixed long ago if it were for their carelessness and unprofessionalism of saying they would cover it then waiting to i show up 2 weeks later to my appointment to say no then not ordering a part for two weeks. 
  
  

  

  Business response

  02/24/2022

  While we can appreciate Ms. ******** perspective, it is our perspective that the events occurred differently. Considering she has received a second opinion, we suggest that she have the repairs performed by the person or company providing that information to avoid any additional misunderstanding between Ms. ****** and Mercedes Benz of Fort Wayne.

  Customer response

  02/24/2022

   I am rejecting this response but I am done dealing with them. They did not help me even after I called to discuss the issue and I did go somewhere else.   Nothing further to do but there is no positive resolution with them.
  
  
  

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