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This firm is an authorized Mercedes Benz dealership selling new and used vehicles. Services include auto repair, auto body, auto parts, detailing and vehicle storage.
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A BBB Accredited Business since
BBB has determined that Mercedes Benz of Elmbrook meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that affect the rating for Mercedes Benz of Elmbrook include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Department of Financial Institutions
P.O. Box 7846, Madison WI 53707-7846
Phone Number: 608-261-9555
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Thomas H. Dexter, COO Ms. Amanda Jeske, Customer Service Mr. Larry Mackowski, Former General Manager Mr. Scott Nelson, Service Manager Mr. Steve Willer, Body Shop Manager
Related BusinessesInternational Autos, Inc. International Infiniti, LLC
Auto Dealers - New Cars Auto Dealers - Used Cars Auto Parts & Supplies - New Alternators & Generators - Auto Repair Auto Body Repair & Painting Auto Diagnostic Service Auto Repair & Service Auto Repairing - Foreign Auto Services Auto Dealers - Hybrid Vehicles
Hours of OperationMon-Thur 9am-8pm, Fri 9am-6pm, Sat 9am-5pm. Sun Closed.
Alternate Business NamesWaukesha Imports, LLC.
Industry TipsAuto Repair and Services Auto-Buyback Guarantee-Terms & Conditions for Consumers Flood-Damaged Cars Protecting Your Auto Repair Investment Used Car Purchase-Buyers Guide
2230 E Moreland Blvd
Waukesha, WI 53186 (262) 821-5000 Directions
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Additional Phone Numbers
- (888) 314-4760(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: On November 24, 2014 my car was hit by another in a slow impact collision. I proceeded to Audi International Service in West Allis where I purchased the car, who sent me to their body shop at Mercedes of Elmbrook, where I received an initial estimate of $3,800. Over the following several weeks more and more work was ordered by the body shop resulting ultimately in repair cost exceeding $9,000. The car never felt completely right though after picking it up from the repair in December 2014. It fish tailed in wet conditions even at low speeds of around 35-40 miles/hour, at higher speeds on the interstate it would unexpectedly and suddenly break out in the rear where the car had originally been hit in the collision. This caused me one time to almost side swipe a semi truck and on other occasions being pulled off the interstate into the ditch. I brought this to Audi service personnel and Elmbrook Mercedes representatives on numerous occasions throughout 2015, including but not limited to January 20, April 29, October 13 and November 10, 2015. But each time I was told I simply needed different tires. This is a 2014 model car and had brand new tires in the first place. In November 2015, I noticed severe deterioration from wear on only the very outside of only the rear passenger tire. All three other tires seemed in equally good condition. The tire in question is the area where the original collision occurred. On November 10, 2015 I complained again both at Int'l Audi and Elmbrook Mercedes, who told the insurance who were willing to cover this under the original claim that the car was fine when it originally left there after the repair. The insurance advised me to get a second quote which I did at another area body shop on November 28, 2015. There the car required additional repair in the amount of $2,201.39 dollars, including but not limited to alignments, replacement of two bent wheels and more. This body shop informed me in writing the car had either never been properly aligned or not aligned at all during the original repair at Mercedes of Elmbrook in December of 2014, very likely causing this extensive additional damage. Service at Audi International acknowledged all along there was this damage, but deferred to Mercedes of Elmbrook each time I spoke with them because that was where the car had been repaired originally. Elm brook Mercedes remained uncooperative through the end. The car works perfectly now after the second repair at the different shop on November 28, 2015 and I am looking at a minimum for reimbursement by Elmbrook Mercedes for the second repair that was necessitated by them not properly repairing the car the first time.
Desired Settlement: The car works perfectly now after the second repair at the different shop on November 28, 2015 and I am looking at a minimum for reimbursement in the full amount of $2,201.39 by Elmbrook Mercedes for the second repair that was necessitated by them not properly repairing the car the first time in December 2014.
Mr. ***** came into our body shop at Mercedes-Benz of Elmbrook to get body damage repaired on his Audi A6 in December of 2014. The car, when leaving the body shop, was aligned to proper specifications by our Infiniti dealership in Waukesha, located on the same property as Mercedes-Benz of Elmbrook. We have documentation to support this on a repair order (Infiniti repair order 47701). At the time of the accident, Mr. *****’s car had 10,116 miles on it. We have absolutely no record at either store of Mr. ***** coming in to address his concerns in January of 2015.
Mr. ***** did come into our Audi Milwaukee store February 13, 2015 to address a loud noise from his car. This visit resulted in some bolts for a heat shield being tightened, nothing in regards to “fish tailing” or alignment/tire concerns were documented on this repair order (474391). The mileage at this visit in February 2015 was 12,258. Mr. ***** returned to our Audi Milwaukee service department again April 28, 2015 for routine maintenance, and made no mention again of any “fish tailing” or alignment/tire issues (478741), and the mileage at this visit was 16,607.
It is not until October 13, 2015 that Mr. ***** brought his car into the Audi Milwaukee service center because of an alignment/tire concern (489169) and the mileage at this visit was 24,981.
It is the expressed opinion of both Audi Milwaukee and Mercedes-Benz of Elmbrook that from the time the customer picked up the car from the original body shop repair in January 2015, until the time he first made mention of alignment/tire concerns it was 10 months later. In those 10 months the customer had driven his car 14,865 miles. During this time the customer had visited Audi Milwaukee’s service center twice, neither time making any mention of the alignment/tire concerns.
By Mr. *****’s own admission he had gone into the ditch on different “occasions” which could have significantly affected the alignment of his car.
Our determination is that there has been entirely too much time and too many miles driven from the time of original repair at Mercedes-Benz of Elmbrook in December 2014/January 2015 until any documented concern in October 2015 to find any fault in the repairs at Mercedes-Benz of Elmbrook.
Consumer Response: The shop's admission of the missing bolt is further proof of their careless and incomplete repair work in December 2014. What’s more, admitting they recorded only some and not all of my visits and complaints further evidences their lack of care and even seems reminiscent of a cover up in retrospect, an attempt to “ignore the issues away."
When Mr. ***** came to Mercedes-Benz of Elmbrook to have his car repaired, as mentioned in a previous response, the car was aligned properly. Again, we have documentation to support this in the form of a repair order from International Infiniti. All alignments at all International Autos stores are only performed by factory-trained technicians.
Our experienced service managers find it very odd that any reputable body shop would “put in writing” that the car had never been aligned properly 10 months previous. The vehicle could have easily become misaligned literally the minute he left the parking lot of the body shop. Any curb, pot hole, or road debris is more than enough to misalign the car. In 15,000 miles worth of driving, there is a very large chance the vehicle became misaligned during every day driving. If there was a bent wheel during time of pick up, the vehicle’s steering wheel would have been shaking, and Mr. ***** would have never made it more than a few blocks without returning to Mercedes-Benz of Elmbrook.
Just because this other body shop charged him for parts and labor we cannot conclude that any of the parts or labor were necessary. Nor can we know the price for the work is valid.
As far as claims of carelessness, it is company policy to write a repair order anytime someone’s vehicle comes in for any sort of service or repair. To look at tires, to inspect a car, top off oil, etc. All concerns of the customer’s are documented, and the repair order with all concerns listed must be signed by the customer. However, it is not company policy to document customer concerns if they are not bringing in their vehicle for any sort of service. Otherwise we would have to write a repair order for every customer phone call as well, which is absurd. So Mr. ***** just "stopping in" would not have been documented, which is not unusual.
Mr. ***** claims to have spoken with “some guy”, which has become important because he has no name for with whom he spoke at the body shop about his concerns. The only customer-facing employee in the body shop is a woman, Judy, who is our body shop manager. She would have been the only person on site who could speak knowingly about Mr. *****’s vehicle, and she had not heard from Mr. ***** until October 2015.
The bolt which was tightened in February of 2015 was not missing. It was merely tightened, and has nothing to do with any negligence on Mercedes-Benz of Elmbrook’s part. Bolts can loosen themselves with every day driving—this claim is absolutely invalid.
Further, Judy at Mercedes-Benz of Elmbrook heard from Mr. *****’s insurance in October 2015 stating that he was upset about his repairs. Again, he waited until after 10 months had passed and drove 15,000 miles to make any claims to us or his insurance company of improper repair.
Our initial position stands-- absolutely too much time and too many miles have been driven to assume any fault on behalf of Mercedes-Benz of Elmbrook.
Better Business Bureau:
|7/2/2015||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: My vehicle was dropped off for bodywork and also needed the left front wheel to be replaced due to the fact it was bent. The wheel was replaced with another bent wheel, however, it took a lot of time and money to find that out. After picking up the vehicle after the repairs were done, it was pulling, severely, to the left. I took the vehicle back for realignment and it did not correct the problem, so I decided to take it to a different repair shop for alignment. It also did not fix the problem. The level of frustration was reaching my breaking point so I took it to a third repair shop who suggested replacing the 2 front control arms and then try realigning it again. Well, after doing all that it also did not correct the problem. So, I took it back to the repair shop that replaced the control arms for further diagnostic, and after keeping my vehicle for another entire day trying to figure it out, they came to find out the left front wheel was bent.
Desired Settlement: The bent wheel to be replaced with a BMW brand new OEM wheel. The vehicle to realigned. Reimbursement for the 2 alignments done at the 2 different repair shops as well as reimbursement for the control arms replacement.
On Fri, Oct 3, 2014 at 4:12 PM, *** ************************ wrote:
|5/15/2014||Guarantee/Warranty Issues | Complaint Details Unavailable|