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:12/04/2023

  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 bought a mercedes C class from this dealership on May 28, 2023 and traded in my A class ( that was paid for. In September/October I received a parking ticket from ********** ****. I have never been to ********** ****. When I researched it and called the *** of *********** they told me the title to the A-Class was still in my name. I called Mercedes and spoke with ***************************** who did my paperwork and he asked that I email him my tickets and I scanned them and sent them that day. My husband also has been to the dearlership and dropped off the originals. They indicated they would "take care of it." Since I have incurred sever fees for non payment as well as today receieved a "final warning" they will suspend my drivers license. At this time I need them to take care of this matter as wll as make sure my name is off the title ( from the day of transfer). I have written *********** as well as appealed with ********** **** and most recently spoke with an attorney.

  Business Response

  Date: 01/15/2024

  Attached :  ******* title inquiry shows title # ********* was issued on 11/20/2023 in the name of our guest that purchased this vehicle on 07/17/2023. **** had an issue with this guest providing correct documentation to title in a state outside of *******. **** had to get our legal **** involved to get this issue resolved by the new purchaser. We processed the title transfer as soon as we had the needed documents on 11/20/2023. 

  Attached : ****************** citations with a total of 3 checks issued on 12/04/2023 & 12/05/2023 for a total of 3 parking citations that needed to be paid on behalf of Mr/********************. **** issued those checks and forwarded to the ****************** and overnighted them immediately to the address indicated on the citations ****** tracking and delivery confirmations are attached as well) Also attached : a return envelope in which **** was returned all 3 original checks for citations payments, which were received at our dealership on 12/13/2023.

  All items in this complaint had been resolved as of last check issue date of 12/05/2023.

  If any further information or follow up is needed by our dealership please reach out to us for immediate response

   

  Customer Answer

  Date: 01/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/19/2023

  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.

  On the evening of July 28th, I visited the dealership to buy a GLS 450. We reached an agreement on the price and I left a deposit, planning to return the following Monday with a cashier's check to pick up the vehicle. However, after we had completed the paperwork, the sales manager unexpectedly insisted that I pay in full and take delivery that very night at 10 PM. Although we had originally agreed on a deposit and delivery the following Monday, I reluctantly agreed to their terms. We left the car at the dealership and arranged for a tow truck to retrieve it. On the day the tow truck arrived at the dealership, they refused to allow the driver to tow my vehicle and insisted that I drive two hours to pick it up in person, without attempting to resolve the issue amicably. Reluctantly, I made the trip in person, only for the sales manager to accuse me of having a fake out-of-state ID, despite having already signed all the necessary paperwork. To add to my frustration, it has been two months, and they still retain my second GLS key, refusing to deliver it to me.

  Business Response

  Date: 10/26/2023

  ******************* - General Manager since 10/1/23 

  Response to this complaint:

  Guest will only speak with his sales associate, ******* "RP" ***************************. RP reached out to ********** and arranged to personally deliver the 2nd key to the *** 450 indicated in this incident. The 2nd key was confirmed to be delivered on Monday October 23, 2023 by RP and handed directly to ********** at his place of business. 

  If any further action is needed on this matter please reach out 

• Initial Complaint

  Date:07/24/2023

  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 gave my Mercedes SUV for service to Mercedes Benz of Wesley Chapel. I have done all my service at this service center on schedule since I bought the vehicle. As part of recent service on 07/15/2023, a multi-point inspection was done on the vehicle and the inspection passed (including coolant level check). I picked the car on 07/17/2023 afternoon from service center after paying around $1865.87 and got on to the highway. I would have hardly driven 2-3 miles before I got a low coolant warning. I immediately took the next exit and turned car around to take it back to service center. I drove another 4-5 miles and took the exit to service center when the engine too hot warning popped up and and with in another 0.5 miles SUV stopped right on the left lane in the exit (two lane exit). I had a harrowing time with people honking and me blocking the entire left lane. I had to spent ~40 mins before towing truck towed the vehicle to service center. On July 19th I got a call from service center saying engine has been damaged. The reason given was that there was a catastrophic and sudden rupture of coolant line and all coolant leaked out in a span of few seconds. Since it was a catastrophic and sudden failure the service center couldn't catch it during multi-point inspection. I called Mercedes Benz *** and they said from all vehicle repair histories they collect they never have seen such a reason and told me that with 99% certainty they can rule out coolant line rupturing so suddenly and usually it leaves symptoms of leaks which can be found during inspection. My car's engine is damaged now and based on feedback from Mercedes Benz *** it happened due to some issue from doing service. I need an apology from Mercedes Benz of Wesley Chapel and refund for the last service I did for amount $1865.87 Invoice #: ****** Tag#: **** Date vehicle given to service: 07/15/2023 *********** vehicle picked up: 07/17/2023 at 12:44 PM *********** incident happened: 07/17/2023 at 1:25 PM

  Business Response

  Date: 07/26/2023

  We are refunding this guest for customer service satisfaction. We do not admit any fault in this but can understand his point of view. I have spoken to the guest and he is satisfied with the outcome

  Customer Answer

  Date: 07/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I hope I get the refund soon.

  I have attached the details of the charges to this email
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/19/2023

  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 Certified Pre-Owned 2021 AMG E 53 from Mercedes Benz of Wesley Chapel, ******* in June of 2022. Since the purchase of the vehicle, I have driven under 10K miles on the car and already I've had to replace three front rims. All three times, tires were in perfect condition with no visible signs of damage or impact to the tire that could result in the rim being damaged. After purchasing three new rims and taking the car to the MB Wesley Chapel dealership for service, I was notified that I have another cracked rim on the front of the car. The last time I replace the rim, the car had ****** miles on it and now the car has ****** and needs a new rim. The tech inspected the rim and tire and could not find any reason for the rim to crack. The dealership put in a request to have the rim replaced under warranty which was declined. I spoke with the service director who said the only thing they are able to do is offer me a discount on another rim. I was also told that I could contact MB myself to file another claim from scratch. At this point, I feel there is a defect in the car somewhere and it is not resolved and MB is not standing behind their product. A quick ****** search reveals a known issue with MB rims however the company and dealership are not standing behind their product. I would like either the dealership or MB to replace the rim free of charge seeing as though this is a manufactures defect and should not be happening.

  Business Response

  Date: 06/01/2023

  The AMG e 53 its a race car and has high performance race tires. With that comes reduced protection from road hazards and life span. When we replace tires, we only replace them with OEM approve spec. If you are impacting something, your auto insurance should cover the replacement. 

  I understand you not being happy with the Manufacturer but we can't make them replace them.

• Initial Complaint

  Date:04/27/2023

  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 took my car to Wesley chapel Mercedes Benz Dealership on April 4th 2023 due to a recall notice received from Mercedes Benz and at the time I asked the person I interacted with to check with my extended warranty Company to see what they will cover if there's any issues with the car that needs to be addressed.After a few weeks of back and fourth with the ***************** Wesley chapel Mercedes Benz contacted me to let me know that the claim for the repairs presented to the **************** has been denied so my car is ready for pick up wich I did picked up on April the 24th.Right after I drove out of the Dealership, I noticed a CRACK on my windshield which was NOT there when I delivered the car to them. So, instead of calling them about it, I drove right back to the Dealership so they can see the Crack.Well, when I addressed the issue to the person that was in charge of my account, he claimed that the Crack was already there when I brought the car in wich is a flat out lie.....those service people are the kind that took note of everything little things or scratches in you car when you brought it for service, so there is no way for them NOT to point that out to me at that time.When I asked why the Crack was NOT point out to me when I brought the car in, his answer is "I DON'T KNOW " he said he took pictures but never able to show them to me and he suggested that I put a claim to my ***************** to get it fix.I asked to speak to the Service Manager, they said "he's busy with a customer but they will have him call me as soon as he's done with the customer" I never heard from him.All I need is for them to fix or replace my windshield because the Crack WAS NOT THERE when I took the car to them!!!

  Business Response

  Date: 04/29/2023

  We've reviewed the complaint and can't prove we didn't do it so we will replace the glass. Mercedes-Benz of Wesley Chapel considers this matter closed.

  Customer Answer

  Date: 05/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, this is only a promissed and until they replace my windshield, I consider my complaint NOT resolve yet. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/04/2023

  Type:Product 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 November 2021, I purchased a GLB 250 suv from AutoNation Mercedes-Benz in Wesley Chapel, *******. At the time of purchase, I was fast talked into purchasing four prepaid Mercedes-Benz service plans, so when I traded in my 2021 suv for the upgraded 2022 GLB 250 suv from Mercedes-Benz *********** on June 15, 2022; therefore, I was due a refund back fron AutoNation Mercedes-Benz for the prepaid services. In July I submitted AutoNation Mercedes-Benz all of the appropriate documentation in order to receive the 4 refund checks that is owed back to me. To date, I have received 3 of the 4 refund checks, but for no particular reason, I have not received the 4th check, which is the maintenance plan fee. I have contacted the AutoNation Mercedes-Benz over 2 dozen times via telephone and email and I continue to get the run around as to why I haven't received the refund check, I keep getting the same response that the check is going to be processed and mailed out asap, but I haven't received anything as yet.Sincerely, *******************

  Business Response

  Date: 01/05/2023

  Mercedes-Benz contract ****** Maintenance is not Cancelable. Please refer to your contract. Mercedes-Benz of Wesley chapel considers this matter closed.  

• Initial Complaint

  Date:12/13/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  We went to the dealer to get an oil change for a 2011 Mercedes S550 and they ended up charging us $2600 for un necessary repairs and when my wife picked up the car she went to work and a pool of oil was underneath the car so we called the dealer and they towed the car back and said that the radiator is blown and they fixed it and try to charge us $1600 and when I spoke to the service advisor and told him its something they missed up he said that the dealer is waiving the charges and when we picked up the car again we drove home to find out that the ** wasnt working and the new radiator that they installed blow up again and the general manager is telling us that the engine mounts is what caused the ** and radiator to blow up and they need to charge us in order to get it fixed and when we asked to speak to our service advisor they told us that he was fired and when I asked another Mercedes dealer service shop about this the service advisor confirmed that the engine mounts has nothing to do with the ** or radiator its something they did wrong but the wont tell us and they are trying to Put it on us and this time its very costly to get the car fixed according to the dealer Please help

  Business Response

  Date: 12/14/2022

  We have already met in person to resolve this matter.

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18565084
  
  I am rejecting this response because:

  the car is not fixed and we didnt have an agreement because they wont admit any wrong doing and they fired ***** the service advisor that was taken care of the car because of this and I had to tow it to a different Mercedes dealership to diagnose what this dealer did wrong to get the car in its current shape the car now wont even start up and did start when I met with the manager on tue but today it wont turn on so I had to tow it out of the dealership 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/16/2022

  Your car has over ******* miles. We can't take the blame for you car not be maintained properly. We told you to fix your broken motor mount, front suspension, oil leaks and coolant leaks because it will lead to more problems. Then your when it happens on a ******* mile car, its not our fault. You've told me its's not posable for a ******* mile car to break but we disagree. Sorry we couldn't live up to your expectations but Mercedes-Benz of Wesley Chapel Considers this matter Closed.

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18565084
  
  I am rejecting this response because:

  We brought the car for an oil change and all the sudden the car had these issues once it left your shop and ***** admitted wrong doing on your behalf and fixed it without charging us and thats why he got fired and still the car left your dealership and had the issues again 

  anyway the car now is at Mercedes of ***** per my lawyer request and its getting checked and youll be hearing from our lawyer I guess at this point let us resolve this issue in court
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18565084
  
  I am rejecting this response because:

  This is the paper work from Wesley chapel and where it shows that when the car went in for service it didnt have a transmission oil leak

  And Ill send you another email from Mercedes of ***** bay dealer as we towed the car there from Wesley Chapel Mercedes stating that they missed up the transmission oil pan when they worked on it In Wesley Chapel 

  And just to let you know that the car now is not working because of other issues that started when Wesley chapel Mercedes started working on the car 

  
  

  
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/16/2022

  Type:Sales and Advertising 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.

  Never buy the maintenance program in finance they steal your money , we prepaid $3,157 for it and end up getting a Tesla so no longer need and canceled the warranty and we have always got are money back as we have trade 6 cars in our time and always got the money back . We are told they cancel it but it's non refundable in ******* so do not waste your money . Unethical business to steal your money! We were never told if we purchased this service it was nonfundable or we wouldn't have brought as we trade cars in left and right always have gotten are money back .We will never buy a Mercedes or deal With AutoNation again . Autonation is holding are money , we were told it was becuase **************** and Mercedes Benz *** was the reason but when we contact both they say that is a lie! Never deal with Autonation or Mercedes Benz of Wesley chapel

  Business Response

  Date: 11/29/2022

  I have attached a copy of Mercedes-Benz policy on Canceling Maintenance. Its their product so we must follow their policy. Now that you know weve done nothing wrong, please remove complaint.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18403309
  
  I am rejecting this response because:
  We would have never got the package of it was told it was non refundable , so I will not remove complaint as you guys still stole ******** from us . Thanks 
  Sincerely,
  
  *****************************