Complaints

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.

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Mercedes-Benz of Sacramento (MBS) conducted an incomplete diagnostic, failing to detect axle damage caused by an improper tow. Led to inaccurate assumptions and attributed to claim confusion and denial. Without my consent or inclusion, Service Advisor ****** ******* began communicating with ESIS, the third-party insurer. after failure to respond to two emails over two weeks .I left ****** a voicemail he called me back after another full business day, ****** acknowledged he had been communicating with ESIS stated he didnt realize they werent my insurer. He stated they were considering a total loss and reconsidered.approving fuse box repair. ****** downplayed axle repair, saying, "probably wear and tear",Its not like your tires gonna fall offyou have three other axles. ******* statement minimized the safety risk and implied it was fine to drive the vehicle despite known CV axle damage. Telling a customer to take back a partially repaired vehicle and operate it in that condition is a safety violation and showed disregard for professional service standards and my well-being.I objected in writing, warning that if he had shared his opinions, it could harm my claim. ESIS later confirmed, both verbally and in writing, that ****** not only gave them that opinion but also told them he had told mea comment with no valid purpose and misrepresented the timeline. ****** still delivered the wear/tear opinion to ESIS after knowing they didn't represent me.*** directly contributed to the denial of my claim.Escalated to ******* *****, Service Director.June 30, I informed RR that my claim had been denied based on **** statements. I received no reply. On July 8, RR responded: Do whatever you feel you need to do.**** conduct compromised my claim, caused financial harm, and showed unethical disregard for consumer safety.

  Business Response

  Date: 07/11/2025

  Dear *********,
  
  Thank you for your message and for taking the time to detail your experience.
  
  We take all customer concerns seriously, especially those involving safety, communication, and insurance claims.
  While the response you received may have felt dismissive, I assure you it was not our intention to minimize your experience. We understand your frustration, and your feedback has been forwarded internally for review.
  
  Please know that we value your safety and satisfaction, and regret any part of this process that has led to stress or financial impact. While we must stand by the technical findings and communication as documented, we are open to continuing a dialogue should you wish to pursue further clarification or resolution.

  Thank You,

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

  Customer Answer

  Date: 07/14/2025

  I am rejecting this response because:

  your reply does not address the specific concerns I raised.

  Mercedes-Benz of Sacramento communicated with ESIS (a third-party administrator) about the condition of my vehicle without my consent and before completing a full diagnostic.
  That communication directly impacted my insurance claim and was not disclosed to me until after a denial was issued.
  I had to prompt the team to reassess undercarriage damage, which had been entirely omitted from the original diagnostic despite clear symptoms and confirmation from an independent diagnostic provider.
  The diagnostic was incomplete, and findings were influenced more by ESISs position than objective mechanical review.

  
  When I questioned this, I received no clarification, yet ESIS explicitly cited your teams statements in their denial.
  
  Additionally, your response says you stand by the technical findings and communication as documented. However, I was never provided access to the communication between Mercedes-Benz and ESIS, despite requesting it. What communication is being referenced what I was told, or what was shared privately?
  
  I am not seeking an open-ended discussion. My requests are specific:
  
  Acknowledgment that communication with ESIS occurred before a full diagnostic and without my consent.
  Clarification that Mercedes-Benz does not make liability determinations on third-party claims.
  Confirmation that this case has been reviewed for internal procedural violations.
  
  Failure to disclose material communications with a third-party insurance administrator (Business & Professions Code 17200).
  Incomplete diagnostics affecting vehicle safety (California Automotive Repair Act).
  Improper influence by an insurer on a repair facilitys findings (violates DOI standards for third-party claims).
  
  These are not simply communication errors they are serious procedural issues that raise concerns about consumer protection, safety, and fair insurance practices.
  
  
  

  
  

  Business Response

  Date: 07/16/2025

  
  Dear *********,
  
  Thank you for your detailed follow-up. We understand that you are not satisfied with our previous response, and we acknowledge the specific concerns

  Access to Communications: You have requested access to any communication between Mercedes-Benz of Sacramento and ESIS. While certain communications may be governed by internal policies and third-party confidentiality constraints, we are reviewing what may be shared with you and will follow up accordingly.
  
  Liability Determination: We wish to clarify that Mercedes-Benz of Sacramento does not make liability determinations for third-party claims. Our role is strictly to perform diagnostics and report on vehicle condition based on our technical findings.
  
  Internal Review: In light of your concerns, we have escalated this matter for internal review to determine whether any procedural missteps occurred, including whether any applicable consumer protection, insurance, or repair standards may have been compromised. We have concluded that there was no further determination to made.
  

  Thank You, 

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

  Customer Answer

  Date: 07/23/2025

  I am rejecting this response because:

  your continued denial of involvement in liability determination avoids the real issue: your dealership made a speculative, opinion-based statement that was directly quoted by ESIS and AAA to justify denying my claim. The statement that the axle damage could never have happened during the tow goes far beyond diagnostic reporting. It directly influenced the direction and outcome of a third-party claimone that initially appeared headed toward total loss consideration.
  
  Your staff did not witness the towing, did not have access to video footage or full environmental context, and yet spoke in absolutes. That level of certainty would require expert reconstructionnot assumptions. A diagnostic report should describe what was observed, not make declarations about what could never have happened in an incident your staff did not witness.
  
  Even more troubling, your service advisor, ******, continued communicating with ESIS after I told him his previous statements were interfering with my claim. I was not copied or consulted. He did not pause or correct the record. Instead, he proceeded to speak with a third party whose role he admits he did not understand until they informed him they were not my insurer.
  
  This is a clear violation of California Business & Professions Code 9884.7(a)(10), which prohibits repair dealers from releasing or discussing information obtained in the course of service with anyone other than the customer, unless required by law or explicitly authorized. I never authorized ****** or anyone at your dealership to speak to ESIS or share opinions on the cause of damage.
  
  Stating that your dealership cannot determine liability does not absolve the harm caused. Your staffs speculative statement was treated by ESIS as if it were authoritativebecause it was delivered with that level of certainty. That overreach misled a third party and delayed a proper resolution. Your comments led ESIS to shift away from a total lossonly for them to reverse that decision weeks later. No one benefitted from that delay but your shop, which was paid for a partial repair.
  
  For BBB reviewers and future customers, I want to be clear: this isnt a misunderstandingits a breach of trust and a violation of consumer rights.
  
  California Code of Regulations, Title 16, Section ************************************************************************************ tests.
  California Business & Professions Code 9884.7(a)(10) forbids discussing vehicle information with third parties without customer authorization.
  Under California Business & Professions Code *****, it is unlawful to engage in unfair or misleading business practices that cause financial harm.
  
  I continue to request a full accounting of communications between your dealership and ESISincluding dates, summaries, and who authorized them. This request is valid under state consumer protection standards and the fact that I was the one who selected your shop, authorized the tow, and initiated the diagnostic.
  
  You did not have permission to speak on my behalf. Yet you didand the impact of that choice still matters.
  I am preserving this record not only for BBB purposes but for potential future regulatory and legal review.
  
  
  Respectfully,
  ********* Kitchen
  
  

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 experienced issues with my 2014 Mercedes ML ****************** 10/2023 which was not diagnosed during the recall inspection on 3/17/2024. At the time I did not realize I had an issue related to the recall. I contacted the business and spoke to **** *****, Service director and requested that I bring my vehicle in for inspection related to a previous recall in which the full service was not completed. I explained the car had ongoing intermittent issues related to the fuel system which could in fact be related to the recall as my car stalled in traffic without warning which was the reason for the safety recall but I was told that it was too late and they already closed it out and that the recall had nothing to do with the fuel system. The recall was closed 3/17/24 and I continued to experience intermittent and essentially undetectable issues related to the Fuel system 6/17/24 and again 6/19/2025. I did not get the full repair under the recall when it was serviced. I only requested that they reopen the recall due to continued issues and failure to complete the full and proper repair as outlined in the recall remedy. I was told that i am wasting my time, nobody is going to help me and hes not sure who Ive been talking to but there is no longer a recall on my car and I will have to pay for whatever services my vehicle needs.

  Business Response

  Date: 06/21/2025

  Dear *********,
  
  Thank you for bringing this matter to our attention and for providing a detailed account of your experience. I understand how frustrating and concerning it must be to continue experiencing fuel system issues.
  
  Its troubling to hear that your concerns were not addressed with the care and respect every customer deserves. I apologize for any communication that made you feel dismissed or unsupported. That is not the experience we aim to provide.
  
  Id like to take this opportunity to review your service history and the details of the recall in question so we can determine the appropriate next steps. While its true that closed recalls are typically not reopened by manufacturers, if there are signs that the original remedy was not fully completed or effective, we can help escalate the matter for further review with Mercedes-Benz.
  
  Once we have this information, I will personally work to see what can be done and advocate on your behalf to explore any potential options.
  
  Thank you again for your patience and for giving us the opportunity to make this right.
  
  Sincerely,

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

  Customer Answer

  Date: 07/02/2025

  I am rejecting this response because:

  Hello, 

  Thank you for your response. I have attached a screenshot of a service call to AAA for fuel in Oct 2023 several months prior to taking the vehicle in for the recall service. I actually had taken a picture of the dash that night to show my husband because it did not appear that my car should be running out of gas at the level it was. Since there was no service light indicator that there was an issue with the vehicle we thought maybe it was because I was on an incline in the driveway. I very rarely allow my gas level to get this low so I did not experience the issue again. Months later I learned about the recall and took my car in for the service. I believe that the issue that was diagnosed a few months after it was serviced existed in OCT 2023 and at the time it was serviced. Mercedes was aware of the possibility of issues with the fuel system and failed to properly diagnose and inspect my vehicle. The issue that my vehicle has is definitely related to the recall my vehicle only had 60k miles in OCT 2023. After experiencing my vehicle stalling while under 1/4 tank of gas a few weeks ago I am now fully aware that the issue exists and had existed intermittently since Oct 2023, I just have not experienced the issue because I keep gasoline in my car above 1/2 tank to get the best gas mileage which has prevented the car from stalling and mad it difficult for me to realize there was an issue since the service lights do not illuminate. 

  
  

  Thanks, 

  ******** Jackson 

  
  

  Business Response

  Date: 07/11/2025

  Ms. ********************* you for your detailed response and for providing additional context regarding the fuel issue you experienced.
  
  After reviewing the information and documentation you submitted, I must respectfully reject your claim that the current issue is directly related to the recent recall service. While I understand your concerns and the timeline youve provided, the recall inspection and repair were completed according to manufacturer guidelines and did not reveal any existing faults at the time of service.
  
  Unfortunately, a service call several months prior to the recall appointment, without a diagnosis or documentation linking the issue to the recall-specific defect, is insufficient to establish a direct connection. Furthermore, intermittent issues that were not reported or diagnosed at the time of service cannot be retroactively attributed to the recall work.
  
  If you believe the problem continues to persist or is worsening, we recommend scheduling a follow-up diagnostic appointment so that our service team can inspect the vehicle further.
  
  We appreciate your understanding. 

  Thank you, 

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

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased a Sprinter van from Mercedes Benz of Sacramento on May 30, 2025. From the outset of my discussions with the sales agent I advised him that I required the Manufacturers Certificate of Origin (MCO). I was assured this would be provided in a timely manner. I have been in touch with the sales agent numerous times over the last 2 weeks via email, phone calls and text messages. He did correpsond with me but advised the business office had to provide the ***. I attempted to call the dealership business office directly but was again put in touch with my sales agent. I sent a written letter to the General Manager, the receipt of which was acknowleged via a text message again from my sales agent, but no one has provided me with a resolution to my problem. Neither the General Manager nor the business office has made any attempt to contact me with their solution. I am entitled to a copy of the Manufacturers Certificate of Origin and they have failed to provide it. If they have misplaced it they are obligated to obtain a new copy and provide that to me. They can resolve this issue by emailing me a copy of the MCO and mailing a physical copy also.

  Business Response

  Date: 06/21/2025

  Hi ******,
  
  My apologies for the delay in getting the *** to you. It appears there was a breakdown in communication regarding the timeframe required to provide it, as this process is not something that can be completed overnight.
  
  I understand that our Sprinter Brand Manager has been in contact with you throughout. The *** has been sent, and you should receive it shortly. If it hasnt arrived within the next week, please dont hesitate to let us know.
  
  Thank you for your patience.
  
  Best regards,
  ******* *******
  

  Customer Answer

  Date: 06/21/2025

   
  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

  Date:06/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased a 2025 Mercedes-Benz G550 from Mercedes-Benz Sacramento in March 2025. At the time of delivery, I was told by the salesperson (*****) that the second key was missing but would be mailed to me within one week.Since then, I have followed up numerous times over the past few months via phone and email. I received repeated excuses, including that the salesperson was sick or on vacation. At one point, I was told the key had already been mailed, but later I discovered it was sent on a much later date, which contradicts what I had been ******* of today, June 8th, I still have not received the key, or any tracking number. My most recent attempts to follow up have been ignored entirely.I am filing this complaint to formally document the issue and request a resolution. I either want the second key delivered to me immediately or to be reimbursed the full cost of replacing it through an authorized Mercedes-Benz dealer. This experience has been frustrating and unprofessional, and Im seeking BBBs assistance to resolve it.

  Business Response

  Date: 06/12/2025

  Dear *****,
  
  Thank you for bringing this matter to our attention. I sincerely apologize for the inconvenience and frustration youve experienced regarding the missing second key for your 2025 Mercedes-Benz G550 purchased from Mercedes-Benz of Sacramento in March 2025.
  
  We understand your concerns and agree that the repeated delays and lack of clear communication are unacceptable. This is not the level of service we strive to provide, and we appreciate your patience despite the circumstances.
  
  Please be assured that we are taking your complaint seriously. I have escalated the issue internally and, our priority is to resolve this as quickly as we can.
  
  Again, I apologize for the inconvenience caused. We appreciate your business and the opportunity to make this right.
  
  Sincerely,

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

  
  

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 04/27 /2025 We went in to look at a car and made a deposit for the car but we never drove it off the lot at any time not even test drive car was not ready to drive off they said they would fix the car , they had it in the shop texed us that is was still there so we called sales person and informed them we no longer wanted the car as the car had been in shop for 19 days we advised before the 3 day cooling off period to cancel contract and after 19 days They had it towed to our home and said it was ours we called and got no help we just want our deposit back car has same millage as it did at the dealers. We have all ready purchased an other car and this car has never had any insurance to be able to drive the car off the lot .

  Business Response

  Date: 05/17/2025

  Hi ******,
  
  Thank you for reaching out and providing the details of your experience. I truly regret to hear about the frustration and confusion surrounding your recent vehicle purchase, and I want to assure you that your concerns are being taken seriously.
  
  I did attempt to reach you by phone to discuss this matter directly; however, our conversation was unfortunately cut short when you hung up the phone before we had the chance to work toward a resolution.
  
  As noted, you placed a $10,000 down payment on a vehicle on April 27, 2025, and signed a purchase contract that was successfully funded by the lender of your choice. Based on what my sales team shared with me, delivery of the vehicle to your residence was arranged in line with the expectations discussed during the sale processsomething we occasionally do for customer convenience.
  
  That said, I remain open to having a calm and constructive conversation to better understand your perspective and explore any possible ways we may be able to assist.
  
  Please feel free to reach out at your convenience, and Id be happy to speak with you further.
  
  Best regards,

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

• Initial Complaint

  Date:05/15/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 had purchased a new Merc GLC car from this dealership in year 2021 and accompanied with it a paid service plan for 2800$. I sold my car on Jan 05 2025 to another dealership and they issued me a notice of release of liability as I had couple of more services left within the plan. I was informed by them that I should approach the original dealership this business and seek a refund check. I approached them and they said they will issue me a check of around $1100 but its been more than 5 months and I have not received any check. I had first met in person around end of January and then they requested documentation by email in end April. I have repeatedly contacted them and they are not replying back. I have gone to their dealership and they dont seem to have any resolution. In particular the point of contact Ms ***** is least interested to reply back. There is no way to meet the General manager. I am a health professional and have to cater to my patients and do not have the time to go repeatedly to seek a response from them in person. I would like to resolve this matter amicably and be just issued a payment to which is duly entitled to me. I have uploaded the documentation to support my claim as well my communication with them.

  Business Response

  Date: 05/17/2025

  Hi Nikhil,

  Thank you for reaching out and for providing the background and documentation regarding your service plan refund. I want to sincerely apologize for the delay and the frustration this situation has understandably caused you.
  
  We acknowledge that you purchased a service plan with your 2021 Mercedes-Benz GLC and that a prorated refund was due following the sale of your vehicle on January 5, 2025.

  
  Please rest assured that your concern is being taken seriously. I will personally escalate this matter to ensure it receives immediate attention. I will also be reviewing the situation internally.
  
  Our goal is always to treat our clients with the utmost respect and integrity. We understand your time is valuableespecially in your role as a healthcare professionaland we deeply regret that you've had to spend so much of it following up with us.
  
  You can expect a detailed update or resolution timeline within the next 2 business days. If you have any questions in the meantime or would prefer to speak directly, please feel free to contact me at ************
  
  Thank you for your patience, and again, our sincere apologies for the inconvenience caused.
  
  Warm regards,

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

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a 2019 Jeep Cherokee from Mercedes Benz of Sacramento on November 1st, 2024, for $14,699.50. Shortly after the purchase of the vehicle, 120 days later March 7th, 2025, to be exact the engine is gone. I called the dealership and asked to speak to the Service Center manager ******, who has yet to return any of my phone calls. I called Mercedes *************** and they provided me with a case number ********, and I was told to call and schedule an appointment with the nearest Mercedes Benz Dealership. I called the Mercedes Benz of ********, and was told that I could not bring the car to the dealer because they only service Mercedes Benz vehicles. When I called Mercedes Benz of Sacramento, I was told the exact same thing. This is very unprofessional, and I would like to see the dealership to take some accountability. A car's engine should go out within 4 months after purchase. I would like to see Mercedes Benz of Sacramento to allow me to get another vehicle within the same price range, or for them to repair the vehicle.

  Business Response

  Date: 04/21/2025

  Hi ********, Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you've experienced following the purchase of your 2019 Jeep Cherokee from Mercedes-Benz of Sacramento.
  
  We understand how concerning it is to encounter a major issue such as an engine failure so soon after your purchase. Please know that we take these matters seriously and aim to provide the highest level of service and accountability to all our customers. Please understand that we do best to ensure the condition of the vehicle however can never be sure when something catastrophic such as engine failure will take place if ever.

  We are open to working with you to come up with a resolution and will be in touch soon.

  Thank You 

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

  Customer Answer

  Date: 04/28/2025

  I am rejecting this response because: I myself and my Mother ******* ******** have left several messages and have yet to receive a phone call back on having the vehicle towed to the dealership. I would like ******* to return our call so we can schedule the vehicle being towed to the dealership, to not return our phone calls for a week is unprofessional. How can we come to a resolution with no communication. Until the general manager ******* ******* returns our phone calls and assist with having the vehicle towed to the dealership. Thank you. 
  

  Business Response

  Date: 04/29/2025

  Hi ********, I have had an opportunity to connect with you Mother *******, and explained that we are willing to try and help with the cost associated with repair. Once the emails are received, we can hopefully come up with something that works for both you as well as us. 

  Thank You 

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

  Customer Answer

  Date: 05/13/2025

  I am rejecting this response because:

  
  

  
  
  

  complaint #******** Hello, This issue has not been resolved; the dealership has not responded to any of my emails after I provided the documents they requested. Please re-open this claim, because nothing has been resolved. More information should be requested from both parties before the claim is closed. Please advise. Thank you.

  Sent from **** ******** (**************************************************************************************************************************************************************************************)

  
  

  
  

  Business Response

  Date: 05/17/2025

  Hi ********,
  
  We absolutely want to help where we can with this.
  
  I've submitted the quotes to our ****************** for review. That said, please do keep in mind that the vehicle was purchased as a used car without a warranty. Unfortunately, issues like this are unpredictable and outside of our controlparticularly as the Jeep has been in your ownership for four months prior to this incident.
  
  We appreciate your patience and will be in touch later this week with an update.
  
  Best regards,

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

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On December 15, 2024, I purchased a used vehicle for $14,600 and paid cash. As of April 10, 2025, I have not yet received the title nor license plates. The temporary tags are now expired. Multiple attempts to contact the business have gone unanswered.

  Business Response

  Date: 04/17/2025

  Thank you for reaching out and bringing this to our attention. I sincerely apologize for the delay and lack of communication regarding the title and license plates for your vehicle purchase.
  
  I understand your concern, especially with the temporary tags now expired. Please know that this is not the experience we aim to provide, and Im committed to resolving this matter promptly for you.
  
  I am currently looking into the status of your title and registration and have escalated this to the appropriate department. I will follow up with you as soon as I have a definitive update, or no later than [insert specific day, e.g., within 12 business days].
  
  Thank you for your patience, and I assure you that were working to get this resolved as quickly as possible.
  
  Best regards,

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

  Customer Answer

  Date: 04/18/2025

  I am rejecting this response because:

   

  I will accept the response when I am in receipt of the title and registration for the vehicle.  The response is clearly nothing more than a form letter as made obvious by the failure to fill in the text box related to the date in the narrative.  I was, in fact, contacted by the business on April 11, 2025, and assured the matter would be handled expeditiously.  However, another week had passed without a resolution.  I paid for the vehicle in full and failure to provide the title within 15 days is a violation of the California Vehicle Code.  I am at a loss why I am having to deal with this four months after the transaction.   

  
  

  Business Response

  Date: 04/21/2025

  Hi *******,
  
  Our sincerest apologies again for the delay. We do provide a temporary registration valid for 90 days, and unfortunately, the process took longer than expected.
  
  Ive emailed you a copy of your completed registration, and you should also be receiving the hard copy in the mail shortly.
  
  Thank you for your patience, and please dont hesitate to reach out if you have any further questions.
  
  Best regards,
  ******* *******
  

  Customer Answer

  Date: 04/22/2025

   
  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

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased my 2017 Mercedes Benz C300 (VIN# *****************) along with ************* on 07/09/22. The vehicle was purchased from Mercedes Benz of Rocklin.I called the ********************* to make a claim and they are showing NO record of ************* in their system. I was asked to reach out to the dealership's finance department and have the Insurance information sent to them. To date, no has called me back to discuss or resolve this matter.I have been trying to get this information for almost two weeks now. Thank you,******** *******

  Business Response

  Date: 04/17/2025

  Dear Ms. ********************* you for reaching out and bringing this matter to our attention. I sincerely apologize for the inconvenience and delay you've experienced while trying to obtain the ************* information for your 2017 Mercedes-Benz C300.
  
  I understand how frustrating this must be, especially after multiple attempts to get this resolved. Ive escalated your concern to the appropriate team within our finance department and requested that this be prioritized. Someone will be reaching out to you shortly with the details you need, or I will follow up with you directly if there are any updates or documents to share.
  
  In the meantime, if you have any documentation from the time of purchase that references the *************, please feel free to forward it to usit could help expedite the process.
  
  Thank you again for your patience, and I assure you that we are working to resolve this matter as quickly as possible.
  
  ******* *******

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In feb 2025, I bought a Mercedes gla 250, I had the car for 2 days. My granddaughter weighs 350 lbs , 511 and really couldnt fit in the car. So I went back and they said they would help me. I had put down ***** dollars and traded in a 2015 Subaru forester for ***** dollars, they kept my all of it and charged me the full price of the Mercedes glb 250 for 2***** thousand dollars and added a little over ***** to the new loan. Also was told it was a certified vehicle and then he marked it as is, I think they are giving me the extended warranty but Im not sure. Also he asked about a maintenance service, I asked him how much he said ******* dollars. I told him no other services. He charged me $2950 for the maintenance package he said would be $2500. Then he charged me for 2 paint repair services I never agreed to for almost $2500. He said it was mandatory, but on the documents its says optional . I think they saw an old lady and took advantage of me, Im 72. Any help with talking with them would be helpful. I also put in a claim with *** investigations.

  Business Response

  Date: 04/09/2025

  Hi *****,
  
  Thank you for your business, and Im really sorry to hear about the issues youve been facing with your purchase. It certainly sounds like theres been some confusion and perhaps misunderstandings, and I want to help get everything cleared up for you.
  
  I understand how frustrating this situation must be, especially when you're trying to get the right vehicle for your needs. Lets address everything step by step so we can resolve this as smoothly as possible.
  
  Please feel free to reach out to me directly, and Ill do my best to help facilitate a fair solution. I appreciate your patience, and well work together to get this sorted out.

  Thank You

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

  Customer Answer

  Date: 04/16/2025

  I am rejecting this response because:  I just saw this yesterday  , just a name of a person and no phone number. No one has contacted me.  
  

  Business Response

  Date: 04/17/2025

  Hi *****,
  
  Thank you for taking the time to speak with me today. Im glad we were able to address and resolve your concerns.
  
  Ive noted your file accordingly, and please dont hesitate to reach out to me directly in the future if you need any further assistance.
  
  Wishing you all the best,

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

  Customer Answer

  Date: 04/30/2025

  I am rejecting this response because:

  Hi, I talked to Mercedes ******* ******* , he told me that I paid ****** for a car that was on sale for ****** that week.  Also found documentation that they have a return policy on a vehicle within 7 days , this company is not trustworthy.  They lie to you and then charge you what they want. They charged me to return the car and didnt give me the sale price on the new car and maybe charged me a little more on the car. 

  
  

  
  

  Business Response

  Date: 05/09/2025

  
  
  Thank you for your message. However, I must respectfully reject your response.
  
  The pricing and policies related to your vehicle purchase were clearly outlined and agreed upon at the time of sale. Any promotional pricing or return policy referenced would need to be confirmed as applicable to your specific transaction, and based on our records, all procedures were followed in accordance with company policy and your signed agreement.
  
  If you have specific documentation you would like us to review, we are more than willing to take another look. Our goal is to ensure transparency and fairness in every transaction.
  
  Please let us know how you'd like to proceed.
  
  Best regards,

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