We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

New Car Dealers

Mercedes-Benz of Laguna Niguel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Car Dealers.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/17/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchase a ************* s class 580 on January 20 2025 for the amount of $58500 plus tax and lic. And an extended warranty for the amount of $6500.00 On driving it home the breaks seem not to be working right I called the dealer when I got home they so I took it to a dealer closer to me ************ Mercedes Bens they told me to take it back to the dealer where I bought it at so I call the MB of Laguna Niguel they said to bring it in when they were done fixing it I started to drive it home again and the breaks were the same as before not fixed so the next day I called the salesman that sold me the car and ask him if I could return the car and but another car so I cancelled the extended warranty on the s class to get a refund for it. The salesman told me the check would be coming and that he would bring it with the new car along with the paper work for it . Did not bring check or paperwork for it ,it has been almost ********************************************************** called they would never answer the phone they were always out so I need your help to get my refund.Thank you

  • Initial Complaint

    Date:11/27/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My name is ****** *********, and I recently leased my *** from your dealership, drawn by recommendations for **** ******* at Mercedes Laguna Niguel. Unfortunately, my experience has been frustrating.Initially, **** ******* promised to help me find a car before my vacation but sold the one he showed me. After negotiating a new model, he later informed me I would have to pay more than agreed. Eventually, he offered me a black EQB 300, assuring me of extra mileage and covering registration fees. However, since then, *** received no updates, and my insurance is at risk due to pending registration.I was informed by ******* **** that the car was a loaner, my registration is expiring, and I must pay in full, contrary to our original agreement. I paid for the registration today, but it feels unfair since I received old registration documents from ******* a week ago, and **** hasnt communicated anything. Ive been driving without a license plate for less than three months, unaware of the loaner status.This situation feels like dealer fraud, and I am considering reporting it to the Better Business Bureau. I reached out to **** ******* about reimbursement for the registration, but he hasnt responded. The finance department (Kandes) stated theres nothing they can do, highlighting a lack of communication within your team. My experience at ************* Laguna has been very disappointing.

  • Initial Complaint

    Date:04/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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

    Date:03/22/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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

    Date:02/09/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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.

Mercedes-Benz of Laguna Niguel is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.