Business ProfileforMercedes-Benz Canada Inc

This review is for Mercedes Benz Canada head office, and their staff who handles and investigates complaints. After filing a complaint to Mercedes Canada about their Lonestar dealership in Calgary and getting nowhere with them. I decided to file a complaint to their head office hoping to get answers and results, which literally was just as bad of an experience as the local dealership. It seems the apple doesn’t fall far from the tree. My original complaint was about a few things dealing with this local dealership and how they gave me a wrong diagnosis on my transmission that would have led to a $15000 bill. I decided to take my car elsewhere and get a second opinion, where my cars issue was 100% fixed for under $1000. That’s not even the reason I’m writing this complaint/review, I’m writing this because that local dealership damaged my front passenger wheel. They clearly hit a curb while test driving or parking it. My experience with the dealership was so terrible with the transmission issue that I decided to take my wheel damage complaint right to head office instead hoping they’d take care of the issue and pay for the damage their dealership caused. I provided them pictures of the damage and the time stamps proving the damage was done at the dealership. Not only did they not take responsibility for the damage, they literally didn’t even acknowledge the damage in general with 3 exchanged emails. They’d only respond and reaffirm I needed a new $15,000 transmission, which I clearly don’t. I told them about my damaged wheel in 3 separate emails, all of which were ignored. As ************** *** ***** as their misdiagnosis was, it’s not even my complaint here. My complaint is that they damaged my wheel on top of everything else, and they literally refuse to address or even acknowledge my concerns. The local dealership in Calgary and Mercedes Canada online complaint support team are easily the most **************, dishonest personnel I’ve ever dealt with.

We did review the client’s concern with the dealership. They advised us that the client initially scheduled an appointment to have a software update performed on his transmission computer. Based on the symptoms described, the dealership recommended a diagnosis. They scanned the vehicle and took a sample of the transmission fluid. There was an excessive amount of metal filings found in the transmission fluid and they found no prior transmission service was performed on the vehicle. This led the dealership to believe the transmission is in poor condition. The client asked them to “flush” the transmission, which at the time they declined as they did not want to waste the customers time and money on a temporary fix or be responsible for any damages, or worsened symptoms. The client then had someone pick up the vehicle on his behalf. The dealership believes the “flush” of the transmission to be a temporary fix after reviewing the condition the transmission.
Regarding the damage to the wheel, the dealer has photos of the condition of the vehicle, including the wheels, when the vehicle first arrived at the dealership. The damage the client is referring to was present when the vehicle was dropped off.