ComplaintsforMercedes-Benz of Fort Mitchell

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October the 20th of 2023 I purchased a vehicle from Mercedes-Benz of Fort Mitchell on Oct 22nd I texted the salesperson that there was moisture in the taillight he tried to tell me it's normal ( I have text messages if needed) I took it to 2 mercedes dealerships here in town they both said that Fort Mitchell should replace it because it shows no damage from a rock or anything. I have been trying to contact my sales person, sales manager, General manager, service Manger with no success even the service advisor here in town and nothing ,mercedes has tried and nothing. Finally on February 16 Don the GM contacted and stated if I took the car back or sent him the taillight they fix it knowing that is a 34 hour round trip I said no he even said he put me up in a hotel and pay for gas well if he is willing to do that why not just send the money? I said no then he got upset and hung up on me ( audio recording of this conversation is available) and text messages are available

  Business response

  02/19/2024

  Hello, I spoke to *** ********, and offered to help him provided he comes back to ******** so we can work on his vehicle.  I offered to pay for his gas, and put him up in a hotel room when he gets here, and then pay for his gas back home.  This is all provided that there is no impact damage on the taillight of his used car that he came here and picked up and drove back to ***** in.  I think I am trying to be helpful, 

   

  thank you 

   

  Don P********

   

  Customer response

  02/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I'm not going to travel 34 round trip and put more miles on the car plus my time away from work to do that. You can save yourself the gas money and the hotel room by simply either paying me or the *** ******* dealership for the replacement of the light seems pretty unintelligent  to lose a customer over a light you have already agreed to replace. Think about it  if you only would have heard me instead of only listened to try to argue this could have been resolved at the end what is 1500 to a huge company  like **** *****? I  had already ,ask your sales person recommended 2 ppl from ***** to your dealership  but with this type of customer service no way. 
  
  Regards,
  
  ****** ********
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealership refused to honor the warranty on the vehicle. They sold me an extended warranty and the refused to fix the car when the crankcase ventilation system broke. I either want the car fixed or the warranty money returned to me.

  Business response

  09/26/2023

  HELLO, THE CLIENTS WARRANTY WAS FOR 6 YEARS FROM WHEN THEY PURCHASED THE VEHICLE, WHICH WAS 03/22/2017.  WHEN YOU ADD 6 YEARS TO THAT DATE, IT IS 03/22/2023. 

  That was over 6 months ago.  The extended warranty no longer applies, and since its expired, there is no refund on the policy, as the policy is over.  I am sorry and I would certainly help you on the cost of the repair, that's the best that we could do to help.

  Thank you, Don P******** General Manager at Mercedes-Benz of Fort Mitchell

  Customer response

  10/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  01/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had recently purchased a new Mercedes Benz through this dealership. I gave them a check for 1000.00 dollars for the down payment. Within 12 hours it was clear that the vehicle was not fitting for my family. I immediately returned the vehicle and asked if i could just get my vehicle back that i traded in and was told that due to paperwork being filed by computer there was nothing they could do with this loan but would sell me back my truck for 4000.00 dollars more than was given for the trade in. After 2 weeks of back and forth with the dealership i was told that the deal was just canceled and my truck was mine again. I want to say that everyone during this process was extremely professional and very nice. This is by no means anything against any employee against the dealership. Although frustrating it was my issue with the vehicle and they did at the end return my truck. This issue is with the 1000.00 dollars we gave for the down payment by check that we can not get returned or even a reply email. If the deal is void then there should have been a refund for the deposit given. Thank you for you're help.

  Business response

  01/29/2022

   

    Client spend the day at the dealership and then even brought wife to the dealership to confirm that the vehicle worked for them.  Something happened between client and wife at home when he got home. That's not on us. 

  Upon further review, client was trying to trade the truck in that he had not even paid sales tax on, that is called skipping title, and its illegal.

  I will check to make sure we have an extra $1,000 on the clients account, and if we do I will certainly refund it, thank you   *** *********

   

  I had recently purchased a new Mercedes Benz through this dealership. I gave them a check for 1000.00 dollars for the down payment. Within 12 hours it was clear that the vehicle was not fitting for my family. I immediately returned the vehicle and asked if i could just get my vehicle back that i traded in and was told that due to paperwork being filed by computer there was nothing they could do with this loan but would sell me back my truck for 4000.00 dollars more than was given for the trade in. After 2 weeks of back and forth with the dealership i was told that the deal was just canceled and my truck was mine again. I want to say that everyone during this process was extremely professional and very nice. This is by no means anything against any employee against the dealership. Although frustrating it was my issue with the vehicle and they did at the end return my truck. This issue is with the 1000.00 dollars we gave for the down payment by check that we can not get returned or even a reply email. If the deal is void then there should have been a refund for the deposit given. Thank you for you're help.

  Customer response

  01/29/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  Regards,
  
  
  *********** ******
  
  

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