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Central & South Alabama

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Mercedes-Benz of Dothan

Phone: (334) 794-6716Fax: (334) 671-9014

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Problems with Product / Service2
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by Resolution

Complaint Resolution Log (3)BBB Closure Definitions
06/24/2014Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Failure to honor a repair estimate or agreement

Complaint: Mercedes Benz of Dothan has failed to repair a written and enforceable repair agreement that that they offered and signed upon purchasing a vehicle.
I pointed out numerous dents (17) before delivery. At Delivery of a CPO Mercedes Benz, Mercedes Benz of Dothan executed and signed an agreement called "WE OWE" that must be done within 30 days. It specifically states that they will repair every dent on the driver side vehicle.

The dents were noticed before delivery. During delivery, we went over the entire vehicle together and that is when they said they would cover the dents in its entirety. Mercedes Benz of Dothan also hired **** ****** to come out to my office to fixed the dents.

**** ****** attempted to fix all dents except the biggest and most noticeable one. **** ******* hired directly by Mercedes Benz of Dothan said that specific big dent could not be removed and would have to be taken to a body shop and be painted to be fully repaired the correct way. I alerted **** ******** the GM of Mercedes Benz of Dothan where they refused fix or attempt to fix the problem.

**** ******* with their professional and numerous years of work, also alerted the dealership the only way that could be repaired and it could not be them.

Furthermore, there are numerous other problems and complaints I have against them that the dealership admitted by numerous emails and text messages and tried to rectify some of them. They added an extended warranty to me at no cost for the numerous other mishaps and violation that occurred, and their GM and Sales Manager told me specifically and in writing that since they gave me an extended warranty, they they would NOT cover their written, signed and enforceable "WE OWE" contract.

They are failing the fact that this is a written agreement signed by both parties and whatever has been given to me is immaterial. Their "we owe" specifically states what they will cover.

Lastly, it states that I must request that the repair gets done within 30 days or the agreement is null and void. Let this be notice that we are still under the 30 days as the date of this complaint.

****** ** *******




****** ** *******

Initial Business Response
Contact Name and Title: **** ******* Sales Manage
Contact Phone: XXXXXXXXXX
Contact Email: ************@gmail.com
We have tried to make the Customer happy by going above and beyond. $3000 has been spent to fix any issues *** ******* had. At this point we feel we have done everything we can do to resolve the issue.

02/25/2014Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Defective, damaged, or incorrect product received

Complaint: 11 November bought a used 2008 AMG S63 with 27,000 miles on vehicle.

Sales manager did not comply with original purchase agreement which a 100,000 mile warranty would be included with price of vehicle. Purchase agreement stated $60,000 with warranty. No warranty was provided. Next day I brought issues of vehicle that needed to be repaired to the Sales Manager and Service Manager but they did not repair and told me once I drove it off the lot they are not responsible and good luck. Issues of the vehicle broken passenger headrest, all 4 wheels damaged, scratches and chips on paint. Sales Manager charge me extra for my trade in on my vehicle because they said the tires needed to be replaced. The tires on my trade in 2008 Lincoln Navigator were inly a year old. These were 80,000 mile warranty tires with only 20,000 miles on the tires. After purchasing the 2008 Mercedes Benz AMG S63 within one month the tires came apart and the beads are showing though four of the tires. I took the car to the Sales Manager and explain the situation and they looked at the tires but did not replace the tires. This is the first time I have purchased a Mercedes and it will be the last. I served and defended my country for over 20 years and this is how they take care of the soldiers that defend our country.

Initial Business Response
Contact Name and Title: **** *******
Contact Phone: XXX-XXX-XXXX
Contact Email: ************@gmail.com
*** ***** came into the dealership to specifically purchase the 2008 Mercedes S63. The preliminary buyers order listed the payment with the 3yr/XXXXX mile warranty. Once we reviewed the customer's credit statement we were not able to obtain the necessary financing to keep the aforementioned payment. We offered *** ***** the vehicle with warranty at a higher payment. He declined the offer. The 2008 S63 left the dealership with a full safety inspection. The tires met all safety standards.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not live buy the purchase agreement. The vehicle was not properly inspected before being put on the lot for sale. Dealership did not list all the flaws or damages on the vehicle before purchase. If the vehicle was properly inspected they would have replaced the tires and repaired the damages or flaws on the vehicle before placing the vehicle on there lot for sale. All four tires came apart within 2000 miles and the beads are showing through 4 tires. If the dealership thinks that this is taking care of their customers they sadly mistaken. The dealership needs to perform a quality control quality assurance (QA/QC) on the vehicles before placing them on the vehicle lot for purchase. I am not satisfied with the product or the customer service from Mercedes of Dothan. I am horrified I am concerned for the U.S military working at **** ****** because if they take advantage of me they will easily take advantage of the rest of the soldiers at **** ****** that desire to purchase a Mercedes in the ******* ********** ******* area.

Final Business Response
Our repsonse still stands as previouly stated.

Complaint Resolution: BBB determined that while the company addressed the complaint issues, the complainant was dissatisfied and the matter was outside BBB Rules of Arbitration.

09/26/2012Advertising / Sales Issues

Industry Comparison| Chart

Auto Dealers - New Cars, Auto Repair & Service, Auto Dealers - Used Cars

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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