ComplaintsforMercedes-Benz of Lubbock

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around the 1st week of January, on or about the 7th of January, I dropped my 2015 ******** **** GL63 vehicle to Mercedes Benz of Lubbock for a ticking noise that was coming from the engine compartment. The dealership allowed me to have a loaner vehicle until my vehicle would be serviced. Between the dealership and my warranty department, they went back and forth on what could be the cause of the issue. The vehicle was drivable at the time, and no loss of horsepower was ever felt with vehicle. I figured it could be something minor. Weeks go by, engine is completely taken out of the vehicle, and dealership calls me back to advise me that the warranty company would not cover the motor since it seems that there was a certain damage to the engine that would not be caused by just regular driving. Dealership says, they can't do much at this point. That I would either have to come up with $50,000 for a new engine, or they would try to locate a used engine, that would probably be half what a new engine runs for. I bought this vehicle about a year ago. I bought extra warranty coverage just in case. Maintenance records show, I did the required maintenance a non-mechanic is able to do. My car is sitting in the shop bay, with no engine, I still have to make payments on this vehicle that I can't drive. Everybody else is telling me I am basically on my own to figure this out. I have contacted several lawyers, and this particular situation is not covered under lemon law because the vehicle is not 2020 or newer. No one is giving me answers and I do not know what to do at this point. If the dealership intentionally messed with the engine to have warranty cover a $50,000 engine, I need to know about this. This is wrong from all sides. I do not even have a quoted amount at this point yet.

  Business response

  03/11/2024

  ***************************** brought his vehicle to us Saturday 1-6-2024 (RO ******). Customer Stated there is a chirping noise coming from the motor. Per TIPS case and based on a common problem noted by other technicians with ************* ***- high pressure fuel pumps and rollers were recommended. This was called in and approved by customers ************************** Parts were ordered then replaced upon receival. We test drove the vehicle and the sound was still present. We called the extended warranty company and notified them the problem was still present and they requested that the owner/customer approve further diagnostic. The customer did approve further diagnostic so we proceeded with a compression test and bore scope of all cylinders with low compression. Severe scoring was found in one of the cylinders. This information was presented to the extended warranty company & they agreed we had a problem. It was requested we contact the customer and request additional tear down of the motor- this was approved. We finally got a bay free  and were able to get the motor out and torn down. Revealing the previously noted scoring in the cylinder wall but there was no evidence of what could have caused this.All pistons were in tact with expected wear on piston rings but no evidence of severe damage. The only possible cause of the damage would be from carbon deposits dropping into the block from the head and scraping the wall when the piston travels in the block.  Extended Warranty companies do not cover natural wear and tear in motors and carbon deposits fall into that category.The customer was notified that the claim was denied on the basis that there was no failed component in the motor that caused the damage (ie damaged piston head or rings). I instructed the customer to call his insurance company and they said there was nothing they could do for him. I told the customer I would look for a used motor and we just received confirmation that one is available from an outside vendor with 92k miles for $18750+labor and associated tear down. 

  Customer response

  03/11/2024

  I am rejecting this response because:   Again, there is no true confirmation on what caused the damage. It was not owner/operator error. Owner did all ************* changes and upkeeping with vehicle maintenance. Owner did not use the standard ******** **** ridiculous service options that are too pricy for many. The vehicle was driven to the dealership. The vehicle did not have loss of power, it did have a "ticket noise" coming from the engine area. The service manager did inform me what was occurring with the vehicle throughout the process. The fact that the only thing I get is that "possible carbon build up" caused by what? Is it only this particular engine type? Is it only on these models? This year? I do not know, nor does anybody else seem to know. All I know, is that I am short a vehicle, that I am still paying for, I took the necessary precaution to drive it safely to a certified **** dealership, to get it fixed. I paid for a worthless warranty, no one can provide me documentation of what was occurring. Because of this BBB complaint, I now know an engine was found, but now it will roughly $15,000 to get fixed. Where does the customer stand in all of this? With the short end of the stick. Unacceptable. Bad business on both sides. 

  Business response

  03/19/2024

  Unfortunately, as a third-party assistant, we are not able to directly intervene in the matter any further. It's best to reach out to the dealership you purchased the vehicle from and work with them to resolve the issue. They should be able to provide you with more information and guidance on how to proceed. Furthermore, the complaint has had use of our vehicle, and we are requesting its immediate return.  Failure to do so will result in further actions. I hope you're able to get this resolved soon!

• Initial Complaint

  01/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 4/27/2022 we looked at a new GLS450 from ******** of Lubbock. We informed them that we wanted to trade in our ***** Pilot. This car was ordered by another buyer who decided not to purchase. We were told we had to sign the paperwork on that day (4/30) or they would give the vehicle to another buyer. I signed the paperwork for the new car with ******** of Lubbock on 4/30/2022. We delivered the ***** Pilot on Monday as my wife was out of town in the vehicle. We were given a check from ******** of Lubbock for the Pilot plus the Tire and Wheel warranty package to reimburse us for the tax savings lost that we did not get with a normal vehicle trade in. I first tried to use the Tire and Wheel warranty this summer at MB of ****** and was told it was no longer valid. It had been entered for only one day (4/30/2022) not 48 months like the contract states. I did not have the contract as it was in storage due to moving. Funny thing is MB of Lubbock paid for a new tire in SC! I contacted ******** of Lubbock when I was able to get my hands on the contract and was told the contract is invalid. I have had to pay for wheel repairs once and need another repair now. The contract looks good to me so I believe I was bait and switched. I asked for a manager to call but no word yet.

  Business response

  01/25/2024

  We have spoken with **************** and have come to an agreeable resolution both both parties involved. 

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had the absolute WORST experience with this dealerships service department. They had my vehicle all in all for about 2 months and couldn't figure out what was wrong with it. They kept trying to tell me there was nothing wrong with it when there CLEARLY was. They tried to tell me that its because the car remembers the previous owners driving patterns which is a lie. It was in fact a boost leak in the turbo. Finally I took it in one day and drove with Tanner the advisor and he diagnosed the issue. He told me that he would let me know when the had another loaner car available and that was a month ago and I still haven't heard anything. I called today to get an update on when they would have a loaner available and now they tell me that they are not going to be offering any loaners for 2 months. Now my car is getting more wear on it having an issue because they couldn't figure it out the first time.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In January, I went to Mercedes-Benz of Lubbock to purchase a new 2-door coupe vehicle. However, there were no new 2-door coupes available. ******* ****** is the salesperson I spoke with, and she informed me she would locate the vehicle. The vehicle was never located, so I ordered that particular vehicle. On April 18, 2022, I traveled to Mercedes-Benz of Lubbock to order a 2021 Mercedes-Benz C 43 AMG Coupe. I was told by salesperson ******* ****** that I would need to put a $1000.00 hold deposit down to order the vehicle. I put a $1000.00 deposit on the ordered vehicle using my bank card and ******* informed me that she would contact me when the vehicle went into production. The hold deposit was deducted from my bank account on that same day. During the month of May, I was called by ******* ****** and was told that the car I ordered would never be produced. I was informed that my hold deposit of $1000.00 would be refunded back to me. However, ******* ****** and I discussed transferring my hold deposit to a 2021 Mercedes-Benz GLC 43 AMG SUV that would be delivered to the dealership approximately at the end of June. I agreed and the 2021 Mercedes-Benz GLC 43 AMG SUV arrived at Mercedes-Benz of Lubbock on or around May 30, 2022. Mercedes-Benz of Lubbock and I arrived at acceptable financing terms via phone conversations. Proceeding to secure financing, I was told on June 7, 2022, that I was denied financing that was agreed upon previously between myself and Mercedes-Benz of Lubbock. I spoke with ******* ****** on June 11, 2022, and I was informed that my hold deposit would be refunded due to being denied financing. I text ******* my bank card numbers to verify the correct information. ******* ****** informed me that I would receive my $1000.00 hold deposit credited back to my bank card in 5-10 business days, according to the finance manager. She assured me my hold deposit would be credited back to my bank account. However, I have not received my hold deposit back.

  Business response

  07/15/2022

  Business Response /* (1000, 9, 2022/07/06) */ Contact Name and Title: ***** ****** Contact Phone: XXX-XXX-XXXX Contact Email: ******@cavenderwesttexas.com Good Afternoon, I first want to apologize on the behalf of Mercedes Benz of Lubbock for the lack of response and run around the client received. We take matters such as this very seriously. We have issued the funds back to the client as of this morning. We are hoping the client receives the funds either later on today or within the next 24 to 48 hours. Again, I would like to apologize for this matter. Let me know how I can be of any assistance. Consumer Response /* (2000, 12, 2022/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company refunded my hold deposit.

*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. ↩