Business ProfileforMercedes-Benz of Arcadia

I intentionally asked for ****, service manager, as I knew from experience the issue my 2016 Sprinter van is experiencing is common, The DEF/Nox system is incredibly complex, full of potential computer errors and potential fails. In my case, while on a cross-country trip of ~8,000 miles I had to be towed twice initially the dash indicator gave warnings of limited starts. In the second occurrence of going 'limp,' e.g. accelerator cutting out on I-80 crossing desolate WY, my only choice was pulling to the shoulder where I was made to wait 6 hours in heat, wind for a tow to a safe place.

When I brought it in, **** took some general notes, but didn't indicate understanding of this issue. At close of business the following day, I got a text asking me to sign on work completed. I informed him that if the sensor indicator had not been reset to give me a warning before it cuts out next time, his team is not finished! He said he had an idea & would implement first thing Monday morning.

I researched the issue myself on sprinter.com forums. As I suspected malfunctions within the DEF system is VERY common without MB finding acceptable fixes over many years. I brought solutions I read about to ****'s attention by text Sun eve. He contacted me at close of business Monday, continuing to say, nothing showed up on the computer 'short test.' With his shop foreman the only thing they could suggest was draining the Ad Blu to see whether a dashboard warning appears. Oh, and charge me $100 to refill what would cost ~$13 to refill elsewhere.

Beware of this location! Despite this being the closest MB dealership to my home, they either lack the experience or perhaps more likely the will to dig down & actually go after important to consumer safety and satisfaction issues...

Please be advised this email was sent to the client on 9/15/21. Thank you.

Hello Donna,

I received your email to the BBB and wanted to reach out. I completely understand that you'd have been frustrated by first off having a breakdown on a road trip and secondly a problem that happened once in 2,000 miles. I reviewed your repair order, the diagnostic report from the vehicle itself, and your communication with ****. I totally get why you'd be frustrated, vehicle problems are a pain, especially when they leave you on the side of the road. That stinks and I'm sorry you experienced that stress and inconvenience. Let me pass ***** some information and comments in an effort to help.

The diagnostic system is designed to record events like the one you experienced, especially if it causes a malfunction indicator. As the vehicle is being driven it will periodically recheck itself and if the problem no longer persists for a certain amount of time or mileage since the fault occurred it can reset itself. I've included the test as an attachment. There are zero fault codes stored in the vehicle, which is great news in that there's nothing wrong, but not great news if you're looking for a clue as to what occurred. The two areas that would contain records of events would be the "motor electronics" on page two and the "selective catalytic reduction" on page three. As you'll see they have no faults and have the check mark in the upper right hand corner indicating it passed. I've also included a test from a visit you had in May at another dealer to demonstrate when you have an active fault, indicated by an "F" and in that system it shows the fault recorded, the mileage it happened at, and the frequency it was experienced. It also shows whether the fault is "current" (happening now) or "stored" (not present now but happened), or both. You'll see you previously had an SRS issue in May of 2021 with the fault code of B1190C. Having that code is the key to fixing the vehicle. From there we can run additional reports because we have the basis for a diagnosis. When there are no faults found, like on your recent visit, we simply have nowhere to go, especially when the symptom is not physically present.

I saw the youtube video you sent ****, which was fun and informative on the basic operation of the systems and acronyms on your Sprinter, but that's like sending a "webmd" link to a doctor to aid in diagnosis of a medical problem. Is it helpful to a lay person, sure, but other than it's intended education purpose, and name recognition for Bae, it's not of any value. I can assure you we have both the expertise and understanding to repair a malfunction, when we have a verifiable problem and a record of events.

So, if you had an issue with your DPF or NOx we'd have a record, as those effect emissions, which again is good news because there's nothing happening according to the vehicle. Let's move on to the DEF fluid. We can't just drain the system like it is oil. We would need to attach a special tool and pump the DEF tank empty. That fluid would then be contaminated and not reusable requiring a complete refill of the DEF tank, which holds 6.6 gallons, or 24 litres of adBlue. Genuine M-B exhaust fluid runs about $17.00 for 1.89 litres so a full tank would be over $200.00 for the real stuff. The reason it was under discussion was to evaluate the DEF tank operation and warning system. I assume your comment regarding the $13.00 was that maybe you thought it just needed a top up or something, which definitely would not be the case.

I know there's an abundance of stuff on the internet in the forums, and some is really helpful. There are some knowledgeable people that contribute to the online Sprinter community which I appreciate.

Regarding your issue it is a case where until there's a malfunction we won't be able to diagnose or repair a problem. We wish we could've found something for you. I can assure you it wasn't from a lack of ability or effort.

I hope that this information has been helpful and that you might consider revising your review. In my opinion it's unfair to taint the reputation of a dealership, and the people here who work hard to support the clients, because we can't experience a problem and the data doesn't support moving forward. Being a technician is hard work, and getting your reputation tarnished as result of a no fault found, to me, is patently unfair. Also there were no charges to you despite the time our team spent on your car.

On behalf of the team here at M-B of Arcadia we sincerely hope your Sprinter has no further issues and wish you miles of happy driving.

Most Respectfully,

Tim Martino
General Manager
MBUSA Master Guild Recipient
Mercedes-Benz of Arcadia
Office: (XXX) XXX-XXXX Main: (XXX) XXX-XXXX
101 N. Santa Anita Avenue, Arcadia, CA XXXXX | www.RusnakArcadia.com

In light of the above response from general mgr, I will say the customer service was good - staff were helpful, responsive.

Yet, I was still taken aback by the lack of acknowledgment that many others have had issues with this system. After being stranded for 6 hours on a desolate stretch of interstate in a vehicle during which time I did not get help from MB customer assistance., rather my credit card was charged for $1254 and no service was rendered(!) That sense was continued while at this local dealership such that I am concerned the vehicle will become disabled again, without recourse greatly lowering my confidence in this vehicle and MBUSA.