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:02/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My husband and I purchased a vehicle from Mercedes Benz of Stevens Creek on July 23, 2019. During this process the finance guy, ***********************, also sold us extended warranty for the vehicle. The extended warranty was for $3,888. He told us that we would get a partial refund if the warranty period ended without us ever having a claim. This was the main reason we purchased the extended warranty. Fast forward 4 years later, we never submitted a claim so the warranty remained unused. At the end of the warranty period, when I called Mercedes Benz of Stevens Creek for the partial refund that was when I learned what the finance guy told us at the time of purchase was untrue. I emailed Mercedez Benz of Stevens Creek explaining the situation and after many email follow-*** one of the general managers, *************************************, responded and said he submitted the refund request on August 11, 2023. He said it would ***********-8 weeks to process. At 6 weeks, I emailed for a status update but never got a response. After 8 weeks, I follow-up again and never got a response. On November 29, 2023, I emailed ******** to let them know I had lost all faith in their dealership in resolving this problem so I would be formally filing a compliant with the Better Business Bureau. I quickly got a response from ***************************, ************************** Manager, that he would look into this. He got back to me and said the previous manager never actually process the refund request back on August 11, 2023. I am beyond frustrated with this dealership as I have been lied to twice now. At this time, ***** said he would submit the refund request and to allow 5-8 weeks for any refunds. 8 weeks passes and I still have not received a refund. I also reached out to the dealership asking for an update with no response.

• Initial Complaint

  Date:01/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 September 30th, I entrusted my vehicle to ******** for dent repairs on the front left and rear left doors. Upon retrieving my vehicle on November 27th, I observed a new dent on the front right door. It is crucial to note that the initial repair for the front left door occurred within the ******** facility, while the subsequent repair for the rear left door was carried out by your contracted service provider, Autonation.Upon raising concerns with ******** regarding the new dent, I was presented with a photograph taken during the vehicle check-in at Autonation, indicating that the dent already existed at that time. Unfortunately, ******** could not provide any photographic evidence to substantiate the claim that the dent was present when I initially delivered my car to the ******** service center.******** thoroughly inspected the vehicle during the check-in process, spending several days with their technician to generate the repair quotation. This comprehensive inspection process leads me to believe that the dent was not present when I checked in the vehicle and must have occurred subsequently.According to information from the repair shop, such dents are typically caused in parking lots when neighboring vehicles open their doors too wide, and the leading edge of their door finds the highest point on the panel during impact. This information is perplexing, as my vehicle is brand new and has only been parked in my own garage or parallel parked once on the street, scenarios that would not typically result in such damage. Based on dash cam footage, the only plausible location for such a scenario is when ******** parked the car in the parking garage for multiple days.Therefore, it is highly reasonable to suspect that the dent was caused by ********, and I request that ******** take responsibility for rectifying this issue promptly.

• Initial Complaint

  Date:11/15/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 saw an ad posted on Cars.com showing that one of the GLB250 was on sale for $39955 with 119 miles on it. I contacted the dealership on Saturday and check for availability and they said the car is available and I am planning to go check it out on Sunday. When I contact them on Sunday again and they suddenly told me that the car has 8000-8500 miles on it, and it was a loaner previously, which is not posted in the advertisement. I ask the sales rep and he also admitted that it is a false advertisement. I am so disappointed.***************************************************************************************

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 used vehicle from them in March 2023. Right after buying the vehicle I realized there was no front license plate, I reached multiple times but they were largely unresponsive. So I had to solve the issue at my own cost.The latest issue and biggest is that I sold the car last month and have a $4k warranty I need to cancel and they are providing no support whatsoever. Even though Im allowed to cancel and get a pro-rated portion back they dont seem to have any interest.

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  - Purchase date: 10/23/2022 - Problem: When I purchased the car here, I also purchased the 36mo pre-paid maintenance option worth $2650. At the time of purchasing the vehicle, I was informed by the dealer that this option was available for a full refund or a refund for the unused portion. I have requested a refund three times since August 29th, but customer service is ignoring them. From several reviews, we can see that this company has done this on a regular basis. Since I'm planning to sell this car soon, I need a refund for the maintenance option. Can you please help me?

• Initial Complaint

  Date:08/25/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 dropped off this 2016 ******** C300 ***************** to make a new key.I was quoted initially with the parts department a quote below $800 3 days later when the car is ready to be picked up. i was sent an invoice in the amount of ******* The invoice pdf file does not open as well ***** the service adviser ignored a lot of my calls and still there's no resolution

• Initial Complaint

  Date:08/22/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  04/2023 I was sold a vehicle that was known to them that would die soon. ***** 2012 Model S with 35k miles on was bought in April of 2023 and died in August of 2023 with less than 8k Miles put onto the vehicle. It was purchased for 32k with 20k on a trade in. So now I'm stuck paying off 10k, the car is past its time limit with the manufacturer warranty and ******** refuses to take any responsibility.

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought my ******** C300 coupe back in 2021, and have been driving it fine for the past couple of years. Just this past January to now, the car has died on me 3 times. While driving, the engine light comes on and the car goes onto limp mode-2x on the freeway and once in-road. The car reduces to less than 20mph on the road and crawls (putting my life and others lives in danger). Each time Ive had my vehicle towed back to ******** at Stevens Creek, and each time I am told of a different reason. I am mentally, emotionally, and physically deteriorating from the **** of thinking about getting back in this car. This third time, the sales department tells me its only their job to fix and have lacked bedside manners in considering how scared I am to get back in the car for it to break down on me a 4th time. I have contacted the sales team to see if I can get a trade-in, but have yet to have any significant follow up (they are probably waiting for the service department to know how bad the car is). I just want a fair trade of the car, to know theres good people out there who can help me, or obtain a refund. Whatever the case may be, I dont feel safe driving this car again and am afraid I can lose my life or cause an accident. Any support/guidance/help would be much appreciated. I have kept all of the service receipts, and can share them when requested.

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 vehicle with an extended service warranty on 5/27/18. I canceled the warranty before it expired on 5/27/22. Per the contract I should receive a 100% refund of $4,495 (less any used amount) within 30 days. The dealership initially said I should expect a refund within 6 to 8 weeks. After 10 months of back-and-forth phone calls and emails, I have not received any refund.The dealership has alternated their reasons for refusal:1)EVERYONE KNOWS THE CONTRACT HAS A PRORATED REFUND, AND THERE WAS NO CREDIT LEFT. Ive asked them multiple times to show where its prorated in the contract, but they say its common knowledge. The section on cancellations is very short and specifically says a 100% refund - as it was explained to me when I purchased it.2)YOU USED UP ALL THE CONTRACT WITH SERVICE REQUESTS. Paperwork the dealer forwarded me from MB Corporate shows no claims. In spite of my request, they havent shown any usage or claims against the warranty.3)MERDEDES-BENZ CORPORATE ISSUES THE REFUND AND THE DECISION IS OUT OF OUR HANDS. I contacted MB Corporate directly (using phone numbers the dealer provided) and was told it was up to the dealer. MB Corporate finally called the dealer directly to remind them of that.In spite of dozens of phone calls and emails over the last 10 months, I have yet to get a refund.

• Initial Complaint

  Date:01/12/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 went to purchase a vehicle on 12/23/2022 with a pre-approval notice from ************ I have most of my financing with *********** so wanted to ensure that my auto financing was in line w/ my current financial obligations. Once I purchased the car and got the first notice from the bank in regards to my loan, the notice was from ************* and not ************ I called *********** and was advised that bank is not associated with them. I called the dealership and was advised they have a relationship with *************, which is why they placed my loan with them. I did NOT give them permission to run my credit with other banks. As a result, my credit score is lower than it should be, because the dealership ran my credit with other banks without my permission. This type of behavior should not be allowed. The dealership did not inform me that the would be running my credit with other banks, nor that they would not be using my pre-approved bank for financing.