ComplaintsforMercedes-Benz of Laguna Niguel

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im ready to express my disappointment with service I received on March 25 at the *************************-Benz. As a long time ******** customer I expect a level of service but unfortunately its Was not met during my visit. Before arriving at the dealership, I was provided with incorrect information regarding my warranty work. They said that my battery was covered under warranty. When I arrived they told me that the batteries were not covered under warranty. I was passed off to multiple individuals during the check-in process, rather than being assigned to a dedicated service provider which further exasperated the situation the individual that assisted me during check-in was short and rude, and didnt have very good bedside manner. I turned into car keys that needed the battery replaced, and Quoted $900 to replace both batteries in the vehicle. They also said that I needed to pay a diagnostic fee even though I knew what the problem was. I was confident it was a simple battery issue and just wanted to purchase the batteries. I received a text message from *****, my Service advisor that *** never met with a new price to replace the batteries in the car which was exorbitantly higher Than the original quote. I was charged $409.50 for the starter battery and $278.30 for the secondary battery and $530 for the diagnosis. The frustration upon returning to pick up my vehicle they only had one of my keys. Despite multiple times to address these issues including leaving message for the ** and service manager. Ill be able to receive satisfactory resolution they are requesting that I pay $790.72 for a new key have misplaced.

  Business response

  04/19/2024

  From what I understand, this matter has been resolved after the key was located after other efforts were made by your service advisor to locate it.  Please reach out to the service manager if this information is not accurate.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First Invoice Date: Feb 21st, 2023 Second Invoice Date: March 17th, 2023 The first time I brought my car for service A (100k Miles) , they charged me $282.97 just for the service. Two days after we received the car the check engine light turns on. After I bring my car they notify me that the spark Plug has been long overdue and that I should change it for $939.10 immediately. As stated in ******** rules there is a combined package price for the oil change and spark plug (100k Miles) for only $800. I have been taken advantage of due to my language barrier I wasn't able to communicate in my best way and they didn't offer me the package. I had to pay in two steps which totaled exactly $1,222.07 and it's ridiculous, I was taken advantage of and I really feel betrayed by the company. I spoke to all the people in Charge and even the main manager **** he treated us really bad. In addition after the spark plug change my car AC stoped working properly and were still thinking about repairing that.

  Business response

  03/30/2023

  I have spoken at length about how the vehicle was not due for spark plugs at the time of visit for the A services so there was no reason for us to suggest them.  We did suggest the transmission service based on mileage but it was declined.  I was able to communicate effectively with you and what we needed to do and why.  The charge for the plugs was based on an active misfire and not for maintenance so it is not part of any package service.  I provided a maintenance sheet for your review so that you were aware of the service intervals moving forward.  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The business is avoiding paying employee their hourly wages consequently hundreds of thousands, possibly millions in taxes being avoided on a federal, state and local that could be used to better our communities, this business is constantly engaging in unethical and advantageous practices.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was shaking when I was in the dealership a bunch unprofessional staff and director manger threat me like animals.I happened many time before they steal my belongings and crash my car while was in service.Yesterday I was there they refuse to wash my car, even though when I bought my car from this dealership in the contract it was lifetime carwash free. I cant believe it the way threat customer they are so ***** I am Getty sick and tired of their behavior, it affect my health. Please listen to people are complaining.

  Business response

  08/05/2022

  BBB please note this client was asked to leave the premises for verbally assaulting our staff and for driving in an unsafe manner on the property.  For context she berated our staff for bringing her car up wet when it was actively raining and almost ran another client over speeding the wrong way down our service drive because of her illogical anger.  ********** will be called if she returns as this review is based on her ignoring prior communication stating she was not welcome here. 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2018, we purchased a ******** ******** Passenger Van with 100 miles from Mercedes Benz of Laguna Niguel. In 2020 with about 9000miles we noticed that the roof of the van leaks into the inside when it rains. Depending on how heavy it rains, our children on the 2 and 3 seat passenger rows get drenched inside the van. We took it to the dealership and spoke with ***** in repairs. He told us it was an issue with the Model and they can fix it. I told him we shouldnt be paying for it since it is a manufacturing defect to which he agreed . He told me there was a recall fund with corporate for this issue and gave me the phone number for corporate.When I called ******** **** corporate, I explained the issue to the lady who took the call. She took all of our personal and vehicle information and told me ******** will call me back. When ******** called back, I again told him the issue to which he agreed that there were funds for it repair but he needs to confirm with Mercedes Benz of Laguna Niguel first.When ******** called me back, he told me they were not going to pay for the repair because Mercedes Benz of Laguna Niguel had given us a credit on an unrelated insurance-covered repair. I told him both issues we unrelated but he still refused to pay for its repair.We have not been able to fix it is a manufacturer defect and they should be responsible for it. I have contacted other independent ******** repair stores who are unable to fix and have asked me to take it back to the dealership.Kindly help us resolve this issue. We are not asking for anything other than a vehicle which doesnt leak from the roof. Thank you for your kind consideration and understanding.

  Business response

  05/24/2022

  Hello, This matter is unfortunately out of our control at the dealer level as the vehicle has surpassed its new vehicle warranty period.  Our dealer has assisted in matters outside of this period from the standpoint of client satisfaction but there are limits to what we can do and for how long.  Even when a repair is performed there is a limit to how long it is warranted even if it is a common failure.

  Customer response

  05/24/2022

  This is a manufacturer defect that the dealership and ******** **** of *** fully and both organizations know it is an issue that is why there is a recall fund for it. 

  Business response

  05/25/2022

  ***** this vehicle is 3 years out of its factory warranty and there is no recall fund for this van, there was also no recall for the ac unit on this van to begin with.  We have never had the chance to perform this repair in the first place and no previous work has been performed, therefore, this is not a BBB satisfaction issue from any work performed on your vehicle at **** but a complaint you have with the factory and its overall quality.  I am unable to assist in this matter. 

• Initial Complaint

  12/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On the date of december 3rd of 2021 , i called to MERCEDES BENZ OF LAGUNA NIGUEL and i've spoke to ******************* (****** person) we negotiate and agreed on purchasing price for USED 2021 ******** BENZ GLE 350 with **** miles as amount of $66,781.00 , He issues buyers order of the same amount. Same day, Friday, he provided bank account around 4 pm and 20 min after i initiated wire transfer , **** said he placed sold tag on the vehicle and vehicle will be mine, however because of the weekend they will receive money only on monday, than on monday they will send paperwork out and than we would schedule logistics/transportation. I must add that from the very beginning of the transaction I was saying that I am willing to export this vehicle overseas. However he called on Saturday around 11 am and said he can't longer keep a car because hes manager not willing to hold a car over weekend , but 2 hours after he connected me to Kosta another senior sales person who said to keep deal till Monday until there will be another possibility to see money, i need to pay another $1000 to keep transaction valid, yhan he initiated additional **** of sale and texted me copy for ********* , than he charged my card for $2000 ., all this time they kept a pressure on me by saying another customer is coming to buy vehicle. Parallel to negotiation, Kosta was face timing me showing another vehicle 2021 ******** G 63 and keeps showing dealership and going to the showroom , he was also boasting and showing via facetime a lady they just hired to the work , he was zooming on her different parts of her body and saying that they hired beautiful and **** chick , i think it's very unprofessional and low for a man ....lady was staying near to the copy machine inside of office ,she was wearing a black pants and white top shirt .I think this is a sextism and very unetical behaivor, same as all this transaction-handling. Today as a date of 12/14/2021 I didn't receive my funds back,

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle here initially because I was notified of a recall on my specific vehicle. I dropped my car off to have the recall work done on it and a few days letter received a call saying it was ready to be picked up. Upon leaving the dealership, I noticed my vehicle was making a very loud screeching noise that it had NEVER made before. I immediately called the service supervisor named ***************************** to explain to him what was going on. He then told me that it was my belts and pulleys and that that were worn. I found this odd as my vehicle had never made this sound before, but nonetheless I made an appointment to come back. On my drive home from the dealership before bringing it back for the next appointment my vehicle broke down and left me stranded on the side of the road. I had my vehicle towed back to the dealership and upon inspection from ***************************** himself, I was told that the reason my vehicle broke down was due to a mistake that his mechanics made. ***** then took my vehicle to fix their mistake as well as replace the belts and pulleys. A few days later I came back to pick up my vehicle and when leaving I noticed the loud screeching noise was still very much present. So I again left my vehicle with *****************************. He told me that they found a broken bolt in my exhaust system and that was what was causing the noise. I had them repair this broken bolt but then ***** called me to tell me the noise is still happening and they could not identify what was causing the issue and also did not have the time to keep looking. I brought my vehicle back a couple of weeks later to have them look again when they had more time. After having my vehicle for 48 hours I got a call from ***************************** telling me they found another broken bolt but to fix this one was going to cost me $1700. I told him this all seemed very sketchy and that I just wanted my vehicle back the way it was when I initially brought it to him

  Business response

  12/13/2021

  Hello **************,
  
  I am sorry you feel our service department fell short in performing your diesel modification and subsequent repairs.  After review of the circumstances and speaking with my service team, I feel we have done everything in our power to assist in this matter and that the items you need are due to the vehicles age or mileage and not from negligent repairs or items covered under an extended warranty.  I do think my team could have done a better job in noting items of concern during your visit, but I dont feel that shortcoming warrants the complete coverage of that item.  With over 180k miles, there are several areas prone to failure, and the exhaust leak your van is currently exhibiting is one of those items and it was not removed or manipulated in any way during any of your recent visits.  In the name of client satisfaction, I am happy to offer a discount on needed repairs, but I cannot guarantee other items will not come to surface during or after that visit should you move forward.

  Kind Regards,

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

  Service Manager

   

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I Purchased a "Certified" pre-owned ******** GLE 30 with under ****** miles from ******** Laguna Niguel. I was specific about it being certified and fully check before purchasing. Here in the long story short, I had the following issues from day one of getting my car. Ripped leather on side door, key faub failed to work, could not open glove box (they gave me the wrong key), car bounced around every since I purchased it, they told me I had to have all new tires, balance and alignment. In addition, they had to replace the engine mounts, the transmission mounts, fix a leak, and fix the leather. Next I told them the car still was bouncing, next they told me I had to get new rotars and breaks (breaks were in great shape) And...... I have another leak. Everything they ended up fixing was covered, however they would NOT cover tires, breaks and rotors. I had to replace my tires all 4. They gave me two tires and the rest I had to pay for. I still have to pay for the rotor and break pads and they told me they would not pay for the leak. I have had the car since November 2020. And it has been in the shop ever since. LET ME ASK YOU! If my care was Certified Pre-Owned where they do a 160 point inspection, then who inspected it? If it was inspected, why did I have so many issues? They missed everything. What was offered that they paid for? Two tires. That's it. They could care less about me and my business. In fact they never once answered my emails, or half of my phone calls and, when you ask for upper management they always say their in a meeting, now matter when you ask. I had to physically go their to confront them. Worse buying experience and service ever! They do not care about their customers. This was my sixth ******** and the last car I will ever purchase from them. p.s. This went up to the top to the **** ********** ********* etc. emails, with no return email or response. Also, my car is not totally fixed. Do Not trust them!

• Initial Complaint

  10/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I ******************************* *************************, I am a consumer, I enter a consumer credit transaction with MERCEDES-BENZ OF LAGUNA NIGUEL on October 9th 2021. This consumer credit transaction includes a finance charge and the Finance charge shall include premium insurance against loss or property damage or against liability arising out of the ownership or use of the property. MERCEDES-BENZ OF LAGUNA NIGUEL did not include my insurance in my finance charge, but instead forced me to purchase insurance separately. Which is a Violation of the truth in lending under 15 USC ****(a)(c)15 usc **** defines A finance charge is the sum of all charges in a consumer credit transaction and it does not and should not include cash. MERCEDES-BENZ OF LAGUNA NIGUEL in fact took cash from me, for a sum of $5000 (Five Thousand dollars), which violates 15 USC ****(a)

*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. ↩