ComplaintsforMercedes-Benz of Arcadia

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an upgraded wooden steering wheel from Mercedes Benz *********** for my 2018 AMG S63. This wood is defective and peeling with sharp edges. I took it to Rusnak Mercedes Benz in Arcadia to replace it while it was still under warranty. It took 2 months to get a response from Rusnak Mercedes. During the 2 months waiting for a response the 2-year warranty expired! Per the Service Manager *******************, said they cannot warranty the item and referred me back to the selling dealership (Mercedes Benz ***********) where I purchased the item. I went to Mercedes Benz *********** and spoke to their service manager ***************. He said the item is not out of warranty and could not warranty the item. However as a courtesy as a Mercedes Bens client they will give me 50% off a new replacement or referred me back to Rusnak Mercedes Bens where I originally reported the defective item. I went back to Rusnak and they said there is nothing they can do. Now I have a steering wheel with sharp edges which make the vehicle difficult to drive and I have been driving it this way for 3 months now with no resolution in sight.

  Business response

  11/20/2023

  Mercedes Benz of *********** sold and installed a steering wheel, in ******************' vehicle, that was not the appropriate model. We communicated to ****************** we are an authorized Mercedes Benz Dealership and refer all warranty matters to the manufacturer, who then has the capacity to either approve or deny the claim. In this case, due to the steering wheel not being original equipment and inappropriate for the Mercedes model in question, the factory turned down the claim.

  ****************** was asked to return to the dealership where he purchased the steering wheel for a resolution. Rusnak Mercedes Benz of Arcadia is not responsible for this installation and resulting defect.

  Please do not hesitate to contact me should there be any further questions regarding this matter.

  Best regards,

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear *** or Madam, I would like to file complaint against the Mercedes-Benz of Arcadia Dealer. I purchased my car in 11/2020 and the billing department advised that I should purchase the prepaid maintain package and that package can be cancelled anytime. I used the service twice and I was selling my car so I no longer need the 3rd service, therefore, I requested to cancel the package and requested for partial refund. ******************* from the ****************** emailed me a statement of fact for me to sign. I signed the Statement of Fact and emailed back to him on 11/09/2022. Never heard from him. I sent him another email again a few months later, he never response. I called many times to the Dealer, no one called me back. I called again on 08/23 and left a voice message to the ****************** to a person name *******. Never heard a word from her as well. Its been 9 months and still I never received any response from the dealer. I do not appreciate how this dealer is doing service unprofessionally. Please accept my complaint against this dealer and if you require the email with that I sent to *******************. Please let me know, I can forward it to you. Thank you for your attention on this matter. Best regards, *******************

  Business response

  08/30/2023

  To whom it may concern,

   

  we have reached out to ***** to facilitate this refund from MBZ the manufacturer, it may be pro- rated per their policy. This is an unfortunate situation and we look forward to remedying it,

  Thanks

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

  General Manager

  Customer response

  08/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better-Business-Bureau (Arcadia): I am waiting for FTC's response. On 08/23/2022, I filed an FTC complaint to the "Mercedes-Benz of Arcadia" about the Recall issue of my 2006 Mercedes-Benz R350. Please find the attached Re-call STOP DRIVE ORDERI and report FTC# *********. Thanks. I am appreciative of an NHTSA officer's advice that contacting BBB is the most effective method for me, promptly. This should be a very simple re-call business. I live only five minutes away from the complaint Mercedes-Benz of Arcadia. My 2006 Mercedes-Benz R350 is on the recall list, and both NHTSA and the Mercedes-Benz headquarters warned me not to drive my Mercedes again because its brake was in serious danger. On August 8, I contact the local Mercedes-Benz of Arcadia dealer and their designated insurance company towed my car to their dealer. A week later, on August 15, Monday morning, its service director,*************** called me, angrily, and asked me why I left my car at his place a long while, I told him this is a re-call business, my car was towed to dealer, he let me wait for his guys' response. On the 10th day of my car being towed away, staff from the Mercedes-Benz Arcadia dealer called me and told me that my car was okay, not any of those re-called brake problems, and I could leave, but he told me that my car could not start, my battery was DEAD, they can sell me a new one if I want, quoted for $730. Certainly, it was unreasonable. If there was no re-call event, my car would be in my home safely and I have no difficulty driving it every day. They ordered me to stop and respond to a brake re-call, and my car had been towed to their dealer. After ten days my car was judged that there is no problem at all, but my car can't move. I have no idea what happened during the ten-day re-call period that my car was in the Mercedes-Benz Arcadia dealer, what's wrong else with my car?... (Please find my continued sentence in the attached file; thanks!

  Business response

  09/12/2022

  Business Response /* (1000, 5, 2022/08/30) */ MBZ Arcadia is happy to facilitate your repairs for the recall if and when parts are available. If this is a lemon law complaint the proper information needs to be lodged with the manufacturer. Thanks Consumer Response /* (3000, 7, 2022/09/08) */ Thank you,******************, I appreciate for your time on my complaint. I read their responses carefully and I don't understand their issue, MBZ Arcadia is so phenomenal in responding to these customers like me who are affected in the course of their service. I thought that this is the reason that an NHTSA official advised me to reach the local BBB for effectual assistance. He might believe that an individual like me would not be able to complete any deal with the dealer, and this NHTSA gentleman also offered me, my vehicle manufacturer, Mercedes-Benz's contact at *************** MBZ Arcadia tried to put me on a lemon law claim issue, and we are not in the same line. In my opinion, my problem is not due to MBZ, my loss is caused by the negligence of the local dealer MBZ Arcadia in the entirety of my recall procedure. The Arcadia dealer did not give me service information in time but told me the car could not move ten days later. It happened after my car was towed to their place and was exposed to the high temperature for ten days. As a customer who had business contact with them for the first time, I certainly suspected what the hell happened to my car within the past ten days. I am not sure if my reply could have you understand my feelings. I hope you and BBB can continue to help me get in touch with him and ask them to turn right back to my issue. Thank you. Sincerely, *********** Business Response /* (4000, 9, 2022/09/09) */ Thanks for the outreach! Our position remains the same as we responded previously in good faith. Many thanks.

*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. ↩