ComplaintsforMercedes Benz of El Dorado Hills

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 5, ****, I made a purchase at this dealership - a 2021 AMG 53. Unfortunately, I am extremely dissatisfied for two significant reasons. Firstly, they neglected to conduct a safety check on a certified vehicle, which is unacceptable considering the dealership's responsibilities. Secondly, they have failed to pay off my trade-in vehicle for a period exceeding 25 days.To address the safety concerns with the purchased vehicle, I promptly returned it to the dealership's service department. They confirmed significant issues, including a misalignment of 20 degrees, noticeable shaking, and pulling while driving. I possess documentation from the dealership supporting these findings.Furthermore, the lack of communication regarding the status of my trade-in pay-off is concerning. It has now surpassed the 21-day limit mandated by the ******************* for trade-in loan settlement. My bank has confirmed that my auto loan has been funded and cleared; however, Mercedes-Benz is unjustifiably delaying the payment for my trade-in. As a result, I am incurring daily interest charges on a total car loan amount of $178,000.Please be advised that I will be taking resolute action to address these two significant issues. The dealership's performance, lack of customer service, and poor communication have left me thoroughly dissatisfied. I expect prompt resolution and appropriate compensation for the inconvenience and financial impact caused by these matters.I truly regret having to escalate the situation to this level, but it is imperative that these concerns are swiftly addressed and rectified accordingly. I will be taking additional steps to address this issue if not resolved.

  

  Business response

  02/02/2024

  Dear *****,
  I appreciate your detailed communication regarding your recent purchase at our dealership, and I sincerely apologize for the inconveniences you have experienced. I want to assure you that your concerns are of the utmost importance to us, and we are committed to resolving them promptly.
  Firstly, I am deeply sorry to hear about the safety issues you encountered with your recently purchased 2021 AMG 53. I have personally looked into the matter, and I am working closely with our service team to address the misalignment.
  Regarding the delay in the trade-in pay-off process, I share your frustration, and I understand the financial impact it may have caused. I have initiated an immediate payment and will work closely with **************** to expedite the settlement process. I assure you that we are taking all necessary steps to resolve this matter as quickly as possible.
  I want to acknowledge the lack of communication you've experienced, and I assure you that we are taking steps to improve our communication channels to avoid such issues in the future.
  Your satisfaction is our top priority, and I am committed to ensuring that these issues are swiftly addressed. I understand the seriousness of the situation and want to assure you that we will take appropriate steps to compensate you for any inconvenience and financial impact caused by these matters.
  I will personally oversee the resolution of these issues and keep you informed of the progress. If you have any further concerns or if there is anything specific you would like to discuss, please feel free to contact me directly ************.
  Thank you for bringing these matters to our attention, and I appreciate your patience as we work to rectify the situation.

  
  Best regards,
  *****************************
  General Manager
  Mercedes-Benz of ** Dorado Hills
  Envision Motors
  1000 Mercedes ***** ** Dorado Hills, ** 95762
  Office: *************
  ************************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I traded my Lexus RZ 450 E to the dealership in order to purchase a new vehicle. This transaction occurred on December 1, 2023. The finance manager incorrectly processed the paperwork with my maiden name. Hence there was a delay in funding the loan and the trade-in process. I went back into the dealership on December 12 in order to re-sign the contract. It is now December 30 and the dealership has still not paid off my Lexus RZ 450 E for the total of $52916.15. I have contacted them numerous amounts of times in order to have this issue resolved. The bank holding the loan for the Lexus RZ ***************************************** know that the loan has not been paid off and will affect my credit. The dealership will not handle nor respond to this issue.

  

  Business response

  01/23/2024

  Dear *****,
  I hope this message finds you well, and I sincerely apologize for the inconvenience you have experienced due to the delay in processing your trade-in transaction. I appreciate you bringing this matter to our attention, and as we spoke of in Early January your trade in was paid off. The delay as mentioned was due to a higher payoff than you had initially provided. Once this was collected, we promptly paid the vehicle off.
  I sincerely apologize for any stress this has caused, and I hope we were able to resolve this matter to your satisfaction. If you have any further concerns or questions in the meantime, please do not hesitate to reach out to me directly at ************ or *************************************************************.
  
  Best regards,
  *****************************
  General Manager
  Mercedes Benz of El Dorado Hills
  **** Mercedes Lane
  El Dorado Hills, ** 95762
  Office: **************
  
  
  
  

  Customer response

  01/26/2024

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

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, We been trying to contact the dealer since 09-02-23 in regards the extended warranty full refund, since the suv that we purchased from this dealer came defective an approve as a lemon by the manufacturer. They told us to contact the dealer in regards any aftermarket items (extended warranty) that it should be fully reimbursed by the dealer. They continue to give us the run around sending us with different persons at the end no one would help us they just won't even answer the phone or emails.

  

  Business response

  02/02/2024

  Dear *************,

  I hope this message finds you well. I sincerely apologize for the challenges you have faced in attempting to address the extended warranty refund for the *** you purchased from our dealership.
  I understand the urgency of your situation, and I want to assure you that we take this matter very seriously. I am sorry for any inconvenience and frustration you have experienced while trying to reach us.
  I have personally reviewed your case and have initiated an internal investigation to understand why there has been a delay in addressing your request. This level of service is not reflective of our commitment to customer satisfaction, and I sincerely apologize for any inconvenience this may have caused. This is partially due to the fact that the warranty was originally purchased from the previous dealership.
  Please be assured that I am taking immediate steps to rectify this situation. I will personally oversee the process to ensure that you receive the full refund for the extended warranty as per the manufacturer's approval for the lemon status.
  I understand the importance of a swift resolution, and I commit to keeping you informed of the progress. If there are any additional details or specific concerns you would like to share, please do not hesitate to reach out to me directly at ************.

  
  Thank you for bringing this matter to our attention, and I appreciate your patience as we work to resolve it promptly.

  
  Best regards,
  

  *****************************
  General Manager
  Mercedes-Benz of ** Dorado Hills
  Envision Motors
  1000 Mercedes ***** ** Dorado Hills, ** 95762
  Office: *************
  ************************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first contacted this business and made a deal to purchase a vehicle. The employee then missed work that day which created a situation where someone else purchased. Then the vehicle came back and the dealership refused to sell to me because I am out of state and did not want to use their financing, which they would not be clear about. The sales people and sales manager gave me multiple excuses and now the car is still listed and they refuse to sell at the list price. This is because they are scamming people into getting a loan and delivering the car, then changing the loan rate on them. I offered to pay cash, in full at the listed price and they refused, because they know they can not scam me or take me for more money that way.

  

  Business response

  08/17/2023

  We tried to reach an agreement, however after several discussions we could not agree on terms that work for both parties. Therefore, we have decided not to move forward. We do appreciate the opportunity to earn your business.

  Customer response

  08/17/2023

  I am rejecting this response because: I have made effort to pay for asking price for this car with no stipulations, and still have been denied the ability to purchase. Its my impression that this is because of my ethnic background.
  

• Initial Complaint

  04/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hello. On March 19th, my husband and I test drove some vehicles at Mercedes Bens El Dorado Hills, CA. We waited hours to finally drive one and it smelled terribly of smoke. We were persuaded after this point to go through a process to put a deposit on the vehicle. We felt uneasy because it smelled so bad and we were not convinced they would de-smoke it. None the less, we agreed to the cleaning and they requested a $500 deposit to start the cleaning process. We were assured by the finance manager that the money was refundable if we were to change our mind. Within days, we changed our mind, we contacted the sales person directly and he said he would let **************** know to get our refund. I texted/ followed up days later and he said he emailed **************** and the *** the sales person asked if I would like to pick the check up or it to be mailed. I said mailed and he would let me know. NO follow up on his end. I left a couple messages with ****************, no response. I called the sales guy and he said to contact the *** I left a message with the *** no call back. On 4/ 18/ 23 I emailed **************** & the ** regarding this and have not heard a single word. All I would like is my money back. I would also like some sort of communication as to why they are being so shady about this whole situation. We have since purchased a different car at entirely different place and really want nothing to do with Mercedes Bens of El Dorado Hills, other then our $500.00 back. Attached is the check stub given to us from the finance person, the text w the sales person as well as the email to the *** Thank you. *****************************

  

  Business response

  05/01/2023

  I have requested your refund and was told the check was cut and mailed out today.

  Customer response

  05/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
   Thank you kindly, ****** :)

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car her to have the back breaks and rotors services in July 2022, it seemed okay. I went out of town for a few days and left my car at the airport, when my children and I returned something about my breaks wasnt right. So I called the El dorado hills dealership and my service rep ***** advised me to tow it to the nearest dealership, I did that. By the time the tow truck got to me ***** stepped out the office and never returned so I was forced to leave my car in a parking lot near by as the ************ dealership didnt want to touch it because they didnt work on it the first time.. ***** did not call me that day or the following day to see if the car was left , if my kids and I made it somewhere safe. Two days after the incident I call el Dorado hills to follow up and my rep was not available and neither was the manage. I have left messages and asked for return call and neither has done so. *** spent so much money getting the breaks done and theyre not even working and the dealership who serviced my car isnt helping or trying to help when there is supposed to be a warranty.

  

  Business response

  10/07/2022

  Contacted customer, and per our conversation she arranged to have the vehicle towed to Mercedes-***************.  They determined there to be an issue with the right rear brake pad and rotor, and proceeded to replace them under approval from Mercedes-Benz of El Dorado Hills Service Management for customer satisfaction under the assumption/possibility a mistake was made during installation.  After review of the technician's notes regarding their findings, it didn't appear probable that an error with installation caused the issue, so we reached out to ************* Service Management for further investigation.  Upon further investigation it was determined the outer brake pad had seized to the rotor (possibly due to environmental conditions as corrosion/rust was noted).  ************* refunded MB of El Dorado Hills, and documented the new findings.  We contacted the customer again to inform her of the final results, and customer did not have to pay for replacement of the right rear brake pads and rotor.

  Customer response

  10/11/2022

  I am rejecting this response because: the cause of the breaks didnt not rust because of environmental problems, I have paperwork stating the parts were not placed on the car properly and thats the cause of the break pad and rotor having issues. My car was not in the rain, snow or any other kind of weather that should cause the breaks to rust. First MB of El Dorado hills neglected to fix my breaks the first time, then stating two different reasons why the breaks/ rotors had a problem just after a short month of having them serviced. 
  

  

  Business response

  10/19/2022

  Please see the attached repair order and pictures from ************* as referenced in the previous response.  

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2014 used Mercedes from this dealer. Paid transfer fee for dealer to transfer license plates to me (as noted in the signed contract). Two months later I received new plates in the mail. Contacted dealer and was told they "would take care of it". I want the plates transferred because they are black, specially numbered plates that cannot be transferred by dmv (per dmv the dealer must have the previous owner sign a dmv form releasing the plates). So far, nothing from the dealer but lies and excuses. The car is a 2014 Mercedes SL550. Vin number is ***************** Please help! Next step is legal action I'm trying to avoid. Thank you. Attachments:Sales contract showing we paid the $15.00 dmv fee to transfer the black plates (2 photos)Pic of the black plates that were suppose to be transferred to us Pic of the new plates that we unexpectedly received in the mail. These need to be returned to dmv once the black plates have been transferred.

  

  Business response

  11/17/2021

  We purchased the car from an individual as a direct purchase and we do not have his contact information.

  We also have taken care of this customer after the sale on numerous issues, so to say all he has gotten are lies is incorrect!

  Customer response

  11/17/2021

  I am rejecting this response because: the information provided is not true. According to *******************, General Manager of the dealership, they do have the previous owners information and according to ***************, they have reached out to the owner as recently as two weeks ago but he claims they have not yet heard from him. Either *************** was not telling the truth or whomever responded from the dealership is not telling the truth or is unaware of ******************* conversations with me. I can easily document the misrepresentations and errors made by the dealership if necessary including what I consider unethical business practices that occurred during and after the purchase process.  At this point however I'm only interested in getting what is entitled to me as agreed to in the contract. The dealership must comply with the terms of the agreement to avoid a breach of the agreement. I paid the $15 for the plate transfer. I expect the dealership to do whatever is necessary to complete that requirement. Tneedthagreement. 
  

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