ComplaintsforMercedes-Benz of Westminster

• Initial Complaint

  02/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a 2019 Mercedes-Benz GLC 300 4matic Coupe from another dealer (non-Mercedes) on 02/03/2024. I took delivery of the vehicle Tuesday 02/06/2024. Upon trying to enroll the *** under the new account I created for ********************** Me the system informed me the *** was already in use. I contacted Mercedes Me and was told in order to remove the previous owner I had to visit a local dealership. On Friday 02/09/2024 I went to Mercedes-Benz of Westminster, I was told that in order to do this they were going to charge me $290.00 simply so I could take advantage of the entertainment system. It is useless unless I allow myself to be ripped off! This is how they rip off new owners that don't buy from them. This is how they introduce new Mercedes owners to their product! I am returning the vehicle to ******************* where I purchased the car, I suddenly have buyers remorse!

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 1/3/24, after noting a leak in my rear passenger tire, I arranged to replace my tires through a tire shop (tires not stocked by MB). Unfortunately, the service was unable to be completed because the wheel locks had been over-torqued during a prior service and the front driver wheel lock was already visibly stripped - the tire shop didn't want to touch it without the correct tools for fear of making it worse. They suggested I contact a MB dealer to see if they could loosen the wheel locks.I took my car to the closest dealership who ended up having to drill out the front driver wheel lock because of the damage. It took 4.5 hours, they broke multiple bits and the cost was ~$724.13.I leased my SUV through MB of Westminster (MBW) in Dec '19. At signing, I purchased the prepaid maintenance plan. I have not had my car serviced by any other shop and therefore we contacted MBW. They advised that the last time they serviced the tires was in 2021 as they were unable to be rotated during the Sept '22 service due to "poor tire condition". Mileage in Sept '22 was 22k miles. ** Jan '24 ( at ~32k mi), my tread depth measured 4-5/32. It is not reasonable to suggest that, at 22k miles, the existing Pirelli tires were so worn they were not rotatable when the tire life well exceeds that. It is also not reasonable to suggest that in the ~10k mi driven between the last MBW service and the assessment performed by the tire shop at ~32K the tires stayed at the same treadwear. It is more likely that the front driver wheel lock was already damaged (i.e. in the 2021 service) and unable to be removed, or damaged in an attempt to remove it in Sept '22, and this is why the rotation was unable to be performed. MBW have refused to acknowledge fault, provide assistance with the cost AND refused to provide me my complete service records.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I leased a MB EQB 300 in September 2023. I had a lease of a sedan, MB, prior. The salesperson, *****, told me that I had to get an EV because the good financing was only available for EV cars, not gas cars. EVs he told me were at 2%, gas at over 8%. He represented: charging with Electrify America was free (not true, free for 30 min only and min one hour to charge), flap to charger freezes and hot water must be poured on it to open in cold weather, never told me range was 1/2 what my gas powered MB was, to my surprise it is only 230 miles but in reality in cold weather it is a range of ******* in cold weather. He did not tell me that I couldn't run the heat or other car functions in cold weather without doubling the mileage take, meaning I drive in ski gear in the winter in ** bc miles would drop too far otherwise. Chargers don't work, long lines, and navigation MB takes you to locations where there aren't even chargers. I told ***** I live in remote **, showed him on a map, and he said plenty of chargers (EA) on their system, not true. Only up on ****. EA chargers at ********** in ************** rarely working. Wait times for Mercedes Me and EA on phone have been over an hour not to be resolved. The charging system sticks so I have to try multiple times to get the charger out. I was told the government pushes MB to sell these cars and sales reps pressure customers to get them. I pay too much money for a car that I can't even turn the heater on in cold weather. Najib should have known this and disclosed it. There were multiple misrepresentations by *****, when taken to his manager, ******, he emailed me that there were no misrepresentations and failed to address any of the problems with the car. As I see on the BBB, this business has a D- rating with multiple complaints already. A drive to **** from where I live normally takes 3-3.5 hours, now it takes 6 hours with having to stop to charge, and I have to pay for that too given EA only covers 30 min, not what I was told.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  It has just come to my attention, from another dealer, that on my service date of 7/1/21 for routine service Westminster MB reported my mileage to Car Fax as ****** when in fact it had under ****** miles on it. It currently only has ****** miles on it. Efforts to correct either do not result in return phone calls or nobody answers the phones. I was informed of the error last week by another MB dealership in ****** who pointed out the error and stated they have done much damage to my resale value of the vehicle not to mention my integrity. Dr *************************

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 7/14/22, the driver side rear wheel fell OFF our vehicle because Mercedes Benz of Westminster (MBW) did not tighten the lug nuts, the MOST basic of auto repair. We had taken it in for a minor cosmetic issue that was covered under warranty and the wheel had to be removed for repair. The first time my wife drove the car, the wheel fell off, and she narrowly avoided a severe accident. She is quite shaken up and suffers from medical problems due to the accident. The dealership's negligence has resulted in a significantly-damaged car with diminished value and medical problems for my wife. The dealership service manager readily admitted its error, yet no one has even apologized. We asked to speak with the GM/owner and the sales manager, and they refused to talk to us. Now, nearly 3 months later, there is no resolution to this problem that was clearly their fault. We were forced by MBW to return the loaner because they threatened us with negative consequences if we did not return it. Now we only have one car and have to pay for our OWN rental car and CONTINUE to pay on the lease of the damaged car, so we don't ruin our credit. From the beginning, especially with the elevated costs of used cars, we intended to purchase the car at the end of the lease, which would not be wise because of he damage MBW caused. All we are asking is a resolution that doesn't cost us more than what we would have put into the car. Their offer was to start a new lease with a minor discount off the **** of a new car; so they STILL want to make money off us. We have been loyal MB customers and purchased multiple cars from MBW. Never again will we do business with this arrogant, unapologetic dealership. Go to another other dealerships or change brands. BTW, MBW as the audacity to increase the price of the same vehicle by $30,000 as a "market adjustment"-total BS from this unethical dealership.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dropped off my 2009 Mercedes S550 for an oil change and Radio Swap on May 27th at 9:30am. Picked up the vehicle that Friday and was told all is good. Paid and drove 10 minutes down the street and radiator hose bursted out of no where and coolant all over the engine and steam was coming out. Towed it back to them and after a week later I am asked to pay $4200 for new radiator and other stuff. I agreed to pay and have it fixed. Advisor ***************** called me to let me know that it will be done soon. I was ready to pick it up when I received a call from **** that I need to spend another $1300 for a. New radiator fan!!! I said ok. A week went by and I went to pick it up. **** called and said Radio is working but I need a new AMPLIFIER so another $2200!!! I said enough is enough and NO I will not authorize another *****. I dont know what to do. I need help and I dont have $6000+ to pay for something that *** have went wrong in theyre shop. Please help me as I only have one vehicle and not sure what I am responsible to pay. Thank you Zak

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a used car from Mercedes-Benz ********** ******* Camry 2017), on March 24th,2022 I signed all documents and paid all due amounts on March25th,2022 and received the car the same day. The salesman walked me out to received the car, and I was very surprised to receive only one key to only. When I asked him for the second car's key, he promised to contact the older owner and will ask him to drop it and then I will be contact to collect it, and I honoured his "Gentleman agreement" This is my first time to purchase a car. the salesman requested one week which I agreed on. I called him in one week, he asked me for additional one week which I agreed too, I did call him the second week, the salesman requested additional time and he will call me back, which he did and after three weeks of struggling with the him to get me the second key, he finally he gives me the answer that (The old owner did not fine the second key) Which it was very disappointing, they knew about it, when they trade his old ****** to a new Mercedes-Benz that there is not second key. Having one key is very unsecured for me & for my family. And I don't know when the car will be taken / stolen or even despairs from me. I did contact Mercedes-Bens Management and informed & provided all calls details but the salesman denied all promises and ************** believed him and totally ignored my complains and emails. Although I provide all calls details between the salesman and myself to the management but all are ignored. To make a second key, it will cost $ 250+Tax, which Mercedes Benz dealership must pay since they should not (receive or sale cars with one key only) nor informed me from the beginning. I am demanding, they either get the second key or pay for the cost of making a new key. since they were very aware of the key issue from the beginning. We agreed on the car total amount only not plus key to be made by the new owner. I hold Moreceds Benz for full responsibilities for stolen/locked key.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  November 6, 2021 We arrived at the dealership at about 12pm on Saturday with a brand new (900miles) Storyteller Sprinter van with a service/warranty issue. We pulled up to the ************** with a display message that read, "Drive to Workshop without Changing Gears." We were told by the Service Manager that he was unable to help us and that we needed to leave the facility and find someplace that could help us. He said that he was not being allowed to check in any vehicles and that if the vehicle was left there they would have it towed. He suggested we call another dealership in ******** or drive to ***********, ** if we wanted help. Mind you, we were unable to shift gears and were stuck in drive. We were forced back on the road by the dealership with a vehicle that was unsafe and at any point could leave us stranded on the side of the road. This is our first Mercedes-Benz vehicle and our first time ever dealing with their **************** team. On the companies web-site it clearly calls out Mercedes-Benz Vans Warranties as being "the Benchmark for Quality in Commercial Vehicles." They go on to state that they back there vans with some of the most comprehensive warranties in the business and by following a routine maintenance schedule at an authorized Mercedes-Benz service center, you can keep it performing at its peak for years to come.What the dealership did was irresponsible - knowing putting customer back on the road with a vehicle that wasn't operating properly. This goes against any legitimate customer service ethos. We were appalled and were left wondering what we had just paid so much money for. Is this really going to be our experience with future service issues? We fully understand supply issues, staffing and long lead time. What we dont understand is the lack of empathy for the situation and total disregard for our safety. If something were to happen to us on the road, after being turned away from the service center, MB would be liable.

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  After booking a service appointment two months in advance, the earliest available, for a warranty repair that was recorded as a three hour service, they kept our vehicle for over a month without providing a loaner vehicle. They knew prior to our appointment date that they had no capacity for actually getting our vehicle serviced in a timely manner and said nothing until several calls later. They then promised it would be worked on within a week, and kept it another three weeks before letting us know it was ready for pickup. Immediately after pickup, there were obvious issues with the vehicle that weren't present prior to their work. The warranty service was related to the exhaust system and when I picked up the vehicle from their lot, I got a check engine light that gave me a code related to the exhaust system. When I called to bring the issue to their attention and let them know that I would be dropping it back off, I was told that it may take two weeks. That was over two weeks ago.

*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. ↩