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Complaint Details
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Initial Complaint
03/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
In January I reached out to buy a car. They pushed me to close before the end of the month even though I didn't have the funds at the time. In February I sent them a total of $22,803.03 in deposits for the car. They returned one of the payments of $2,500 but still have $22,303.03 of my money. They have since sold the car to someone else and now no one will call me back or ************* about getting a refund. I've tried for two days to get someone to deal with this and I'm getting the run around and being told fictitious names of people supposedly working on it. When I call and ask for that person they don't exist.Initial Complaint
01/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have bought a car on nov 26 of 2023, I still recieve the title for me to get a tag. I had bought a car for me to go to ******* to visit my parents instead of renting but my trip was cancelled had the worst Christmas I spent money to buy a car but didnt know that it would have to stay in the garage and pay insurance on it while I cant even use it,no response from dealership Mercedes of Rocklin Cali. Made so many calls but still didnt receive a correct answer last info I got was from a financial manager that they sent it to DMV which dmv I dont know but my DMV didnt receive, I called the dealership so many times I dont even have the count. Voice message or just put me through parts ***** And I spoke to 5 different manager/employee but the next day I call back because they didnt respond to my question now they wont answer because they are busy with client . I need helpInitial Complaint
12/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a car from Mercedes Benz of Rocklin and nothing but problems the car had Mechanical problems took it too be fix and the had it for a month gave me a loaner car and came too my house and said they lost the paperwork on it I took the first loaner back then they gave me a new contract with a new loaner and then the next day then called and the Service manager, when will demand call me to bring this cart back I created $3000 in damage. On the other explain to him if there was any damage, it was there before I got it. He didn't wanna listen to me. He wasRude, wants me to make insurance claim for some damage that i have nothing too do with. He's holding my car and I'm making payments for. And I need to car to work. I'm losing my storage. I'm losing money. I'm losing everything that I want for me on my child behind this and he just doesn't care. I've been to the place number 2 times I have some letters and I've asked for my car to be returned He has refused now. They're trying to charge me storage fees for my car. And I'm not asking them to store it. I want my car back. So I can work and provide from my family which they are not Letting me do i'm about to lose everything I own behind all this have a contract that is not my signature or I agreed to when I tell him about this it's goes in one ear out the other
Business response
12/19/2023
The clients vehicle was at the dealership for an extended period due to the extended warranty not responding. Once the extended warranty company responded they declined coverage. Client was in a dealership loaner vehicle from 8/17-9/14. Upon returning the loaner vehicle it was noted the loaner had damaged suspension and subframe. Client was advised and insurance was contacted. ***************** has declined to participate in repairs. Client is responsible for the damage incurred while in dealership loaner vehicle.Customer response
12/23/2023
I am rejecting this response because: its not the truth and why was i not told or given my car when asked for and the damge too my car was there when they sold it too me lie keep comingBusiness response
02/02/2024
***************** is a client of ours that knowingly violated our loaner vehicle contract and was ubering our loaner vehicle so we took our car back from him and explained why. He also damaged our loaner car of about $8,000 of damage since he does not have insurance and is not willing to pay for the damages we are waiting for him to pay for the damage of our vehicleCustomer response
02/03/2024
I am rejecting this response because: here is one text I have from them which is it two three different stores Devon,
If I didn't have Insurance why did u send this text lier I didn't damage the car and there no contact **********
Your insurance has declined the claim against our loaner vehicle that sustained damage. Have you been in contact with them to resolve the denied claim? The loaner vehicle estimate stands at $14,052.46. We will need a valid insurance claim before moving forward.
--*************************** Mercedes-Benz of RocklinInitial Complaint
12/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The issue that I am inquiring about is:Negligent service at Mercedes Benz of Rocklin, **********. My concerns regarding this issue are:I cannot contact the Mercedes Benz *** complaint department because they claim to be temporary unavailable. I cannot submit my letter. I need help submitting my complaint letter to the management of MBUSA.And my ideas to address this issue are:I need help resolving my complaint with MBUSA. Please contact MBUSA and help get my letter reviewed by management to have them deal with my complaints regarding the negligent service at Mercedes Benz of Rocklin, CA.Business response
12/19/2023
There is no way for me to help you with submitting a letter to MBUSA. You will need to contact them directly.Initial Complaint
11/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
9/26/23 bought a used Mercedes G550 for $143,000. A second key was promised valued at $700 and was never delivered. Before I could put in gas (3 days) the car needed warranty work on the gas door. The work was done in ******* Benz dealer (another 3 days) and the tech reported that the battery was junk . I had the battery tested by my garage and he confirmed the battery was absolutely no good. Replaced for $303.41 as they said it wasnt a warranty issue. I explained to Rocklin I only had the car for 6 days and they sold me a defective vehicle. Having been very civil in my attempts to contact them they will not return my call or the call of two of my friends. I need the second key an would hope they would stand behind the battery after only 3 days.Business response
02/02/2024
I have already given them credit for the battery they had to replace.Initial Complaint
10/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a GLE450 in Jan of 2022. With it, an extended warranty was purchased. Recently traded that car in, and have been trying for 3 months to speak with someone about a refund. They just keep giving me the run around. It's impossible to speak to anyone other that the front desk girl. Noone else is ever available.Business response
11/05/2023
Hello, in order for you to get a refund you will need to send an email with your VIN first and last name as well as miles on your car when you traded it in to dsmith@vonhousen,com they will process the cancelation and refund you any money owedInitial Complaint
10/11/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Missing 2nd key FOB and Printed Owners Manual. Dealership, after 4 weeks has still not provided a 2nd key FOB or printed users manual. Sales person promised 2nd key FOB and Printed User Manual to my wife at the time we purchased the 2023 model GLC 300. We paid cash for the car plus a trade in-car. My wife made multiple calls and text to the sales rep and General Manager of the dealership and got no responses. We are now dealing with Mercedes Corporate and hoping they will get us a second Key FOB and printed users manual. Want the dealer to honor their verbal promise to my wife, "we will ship you out a key FOB and papers user manual, within 3 days. After 4 weeks of owning the car we have not received the users manual or key FOB as promised.Business response
02/02/2024
I have paid for and given them their second key and a set of books for the vehicle.Initial Complaint
07/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a $153k car and its missing parts. I want the missing roof cap, the spare key that I was promised and I need plates. Its been two months. The car doesnt run right and the dash keeps saying all options inoperable but Ill take it to another company for service. I just want what I paid for!!!!!!!!!Business response
08/05/2023
I have contacted the customer by email and by phone. We will resolve his claims. Getting him plates, fixing the roof, get the car running properly and suppling him with a extra key.
Thanks,
******
Initial Complaint
07/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Clips on my car were suppose to be fixed, clipped back in place per agreement to sales of the car. In addition, its been months and I was never provided with temporary plates and my official plates have still not arrived. Something is not right and must have gone wrong in filing the paperwork for plates. I have been back and forth to the dealership in order to get both of these matters resolved. This has resulted in time and money. Driving back and forth, and missed time from work is costing me. I dont live near the dealership.Business response
08/15/2023
We set up a appointment for last Friday to fix the issue and the customer missed the appointment. It has been rescheduled for this Friday.Thanks,*****************************Mercedes-Benz of Rocklin*******************************Rocklin, ** 95677Initial Complaint
06/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently leased an EQE SUV on 5/13/23 from Mercedes Benz Rocklin and traded in my 2023 GLE. This is my 3rd Mercedes; the first time purchasing from this dealership and the experience has not been great. Ive been trying to get a hold of somebody who will actually speak to me on the phone and provide me with helpful information regarding my trade-in, but this hasnt happened. My trade-in is still not paid off, and it has been 24 days. Legally, in **********, dealerships have 21 days to pay off a trade. I had to make an additional payment to stay current so my credit isnt affected. I called last week to ask about this, and whoever I spoke with told me that my bank should receive the check within the next two business days; it has been 4 business days since the call and my bank has received nothing. I also called yesterday to speak with a manager. I believe I spoke with *****. He was going to ask ******* the finance manager about it and return my call, but he never called me back.I also emailed the sales Manager ***********************, and the General Manager, ***********************, about these issues but havent received a response. I hate to complain, but I am getting extremely frustrated with this. I asked if they would provide me with a copy of the payoff check along with the letter to my bank and tracking information but they have failed to email this information. I also hate to do this, but I want to complain about the finance department. They added on an optional ****** **************** plan for $1495 without telling me or even giving me any indication that it had been added onto my purchase contract. I didnt catch it until I got home to take a closer look at my paperwork. I came back to the store 2 days later to ask about it, and to ask if I could cancel the plan, since it is listed in the contract as optional, but the finance manager said that I could not cancel since it is a hard add by the dealership owner. In other words, it is not optional, even though it is listed in the contract as such. Ive never in my life experienced this with any car that I have purchased, especially from a Mercedes Benz dealership. I am extremely disappointed with my trade-in/purchase experience at Mercedes Benz Rocklin.Business response
06/14/2023
As it relates to her trade in: We paid it off and the bank or the mail lost our check we sent on May 17th. We sent another check *****. We have sent her copies of all checks and the ***** enevelope. She is satisfied with this.
The warranty for paint and keys went into the effect the day she took the car. She was not happy with this warranty she bought. We gave her a $500 credit to use in the dealership to resolve this issue.
All of this was resolved with a phone call on Saturday June 10th.
Customer response
06/16/2023
I am rejecting this response because:
I have not received the $500 credit yet. Once received, I will resolve the issue.
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Contact Information
Customer Complaints Summary
22 total complaints in the last 3 years.
13 complaints closed in the last 12 months.