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:12/10/2024

  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.

  My name is ********* Vozlyublenny. In April 2024, I became the owner of a brand-new 2024 ************* Sprinter van. The vehicle was under warranty for one year or up to ******* ******** October 2024, with the vans mileage at ****** miles and while conducting a delivery in *****, I experienced an engine issue. Based on the dealers warranty, I made an appointment at ************* of ***********, ****************************************** (evidentiary document available). After an alleged fix, the issue recurred at ****** miles. I made another appointment at Zeigler *************, ***************************************************************************************** (evidentiary document available).The engine problem reappeared at ******* miles, outside of my warranty. I took the van to ************* Milwaukee North, ********************************************************************************* (evidentiary document available), costing $1,619.93. The issue occurred again at ******* miles, also outside of warranty, at ************* of **************, ************************************************************************************ (evidentiary document available), costing $765.05.After four failed attempts by ************* dealers across different locations, I took the van to *****************, ****************************************************. *********** reviewed the engine and quoted $19,000 ($14,000 for parts) to fully repair the van. The specialists at *********** informed me that previously my engine hadnt been fully fixed by the ************* dealerships, they were temporary solutions, leading to recurrent engine failures.These repeated failures represent instances of intentional provision of substandard warranty services by ************* dealer specialists, resulting in significant financial losses and ongoing inconvenience. I seek reimbursement for out-of-pocket expenses and assurance that future repairs will be properly conducted. ************* must take responsibility for these failures and ensure similar problems are not repeated for other consumers.

  

  Business Response

  Date: 12/21/2024

  We understand the frustration that Mr. ************ is experiencing with his Sprinter and empathize with him.  Though we are an authorized ************* repair facility, it appears Mr. ************ s concern is MBUSA.  We spoke with Mr. ************ and offered to diagnose his vehicle, which he refused.  As the customer has stated, his van has been driven over 30k miles and serviced at many dealerships and an independent repair shop since his vehicle visited our facility.  We would like to assist but we can only proceed after a diagnosis.

  Customer Answer

  Date: 12/27/2024

  Complaint 22667182

  Dear Customer Relations Representative at the **********************,
  

  
  
  Thank you for your response to my inquiry. As prescribed in your response, below, I am providing my reply in 7 calendar days after receiving your response dated December 23, 2024.
  
  
  In their message, the Business states that I refused another diagnostics of my vehicle from them. As I indicated in my original inquiry, I have been provided services by ************* repair facilities four (4) times. After each of those times, my vehicle managed to function for several thousands of miles and then an issue appeared again. Nevertheless, after I contacted an independent service provider, ***********, my issue was resolved and since then I did not experience it again. Of course, the issue was resolved at my own expense.
  
  
  Considering this experience with ************* facilities, I believe that the services provided to me were not of improper quality. Two times, ************* facilities provided their services to me under the warranty, for which I had originally paid additional $5,000 upon the acquisition of my vehicle, and I believe that their services were provided to me in such a fashion that my vehicle would not be fixed duly and it would just manage to function long enough before it fell beyond the warranty. That happened at least twice, before the mileage of my vehicle fell beyond the warranty and, nevertheless, I used services of ************* repair facilities two more times at my own expense, and the issue with my vehicle was not solved completely even after that. 
  
  
  Only an independent service provider was able to actually fix it permanently. And I decided to use the services of a repair facility not affiliated with ************* because my trust, as a customer, towards the ************* facilities deteriorated drastically after four (4) instances of them providing the services that did not fix the issue with my vehicle. Due to these four instances of improper services, I have experienced a loss of profits because of the necessity to dedicate additional time to making and attending appointments at ************* repair facilities, and two times I had to pay for the repair services that did not fix the issue.
  
  
  Therefore, I believe that the services that were provided to me by all four ************* repair facilities, including the Zeigler *************, locate at ****************, Hoffman Estates, IL *****, were not of proper quality, and were provided on such a minimal level that my vehicle would manage to function right till it gets beyond the warranty, so any further repairs would be conducted at my own expanse.
  
  
  Thereby, I believe the expenses that I had to make out of my own pocket should have been covered by the warranty, for which I paid additionally upon acquiring the vehicle:
  
  
  1. $1,619.93 that I had to pay at the ******************************************, located at *******************************************************************************************;beyond the warranty.
  
  
  2. $765.05 that I had to pay at ************* of **************, located at **********************************************************************************************;beyond the warranty.
  
  
  3. $19,000 ($14,000 for parts) that I had to pay to finally repair my vehicle at *****************, located at *********************************************************;an independent service provider.
  
  
  For more details, please see the attached documentation in PDF format, evidencing all four instances of services provided by the ************* repair facilities and one instance of work by the independent service provider.
  
  
  Sincerely,
  ********* Vozlyublenyy

  
  

  

  Business Response

  Date: 01/09/2025

  We still empathize with Mr. Vozlyublenny and understand his frustration with the out-of-pocket expenses her has incurred outside of warranty.  Though we can't directly speak for any repairs performed outside of Zeigler Mercedes-Benz of Hoffman Estates ******************* we can speak on the repairs at our facility.  We only performed warranty repairs at no cost to Mr. Vozlyublenny. These repairs were performed following ************* diagnosis guidelines and work instructions using ************* Genuine Parts.  After the repair, Mr. ************** van went through a quality control process and was returned to the customer with no apparent issues. 

  What I can glean from Mr. ************** comments is that he is unhappy with work instructions and diagnosis guidelines from ************* Corporate.  It would be best for him to contact the ******************************** at **************.  We would be happy to assist Mr. Vozlyublenny with this process.

  Beyond that, if Mr. Vozlyublenny has any future repair needs, we would be happy to assist Mr. Vozlyublenny with any applicable diagnosis and/or repair.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22667182
  
  

  Dear Customer Relations Representative at the **********************,
  
  
  As a follow up to my previous detailed explanation of the situation, just wanted to inform you that, as of today, my vehicle required repairs one more time (please see the attached PDF). 
  
  
  Again, for the provision of repair services, I retained Zeigler *************, located at *****************************************************************************************, where I had originally acquired my vehicle. After several occasions of having a necessity to conducts repairs at this ************* facility and at other ones in this chain, I believe that most likely the vehicle itself, at the moment of its acquisition by me, had a factory defect.
  
  
  Therefore, I would like to inquire whether it is possible to exchange the vehicle I currently possess, that constantly requires repairs to be conducted, for a comparable vehicle of the same model. Because, again, I believe that it is not normal for such a vehicle to require repairs so often, and most likely there is a defect that cannot be fully fixed and eliminated.
  
  
  Please let me know if such an option or something of this fashion is possible! Thank you.
  
  
  Sincerely,
  ********* Vozlyublenny
  

• Initial Complaint

  Date:09/18/2024

  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 2022 ************* GLC 350 from Mercedes-Benz of Hoffman Estates. On September 5, 2024, while driving on the highway, the vehicle suddenly decelerated without warning, and the accelerator and gear shift became unresponsive. This put my wife and me in a life-threatening situation, where we narrowly avoided a major accident. This same issue occurred just two months ago, after the dealership had replaced the part, yet the problem recurred, indicating the repair was inadequate.Despite the vehicle being under warranty, the response from both the dealership and ***************** has been inadequate. Roadside Assistance left us stranded for over two hours, and the dealership failed to return my calls during this critical situation.Even after escalating the issue to ************* USA, they have not followed through, and my attempts to contact them have been ignored. This lack of care, despite owning a high-end vehicle, makes me question whether my case is being treated seriously. I feel my concerns are being dismissed, possibly due to my background or location, and I have not received the service one expects from *************.I am requesting a full refund or vehicle exchange, as we no longer feel safe driving it. I also seek compensation for towing and rental expenses, along with damages for the emotional distress caused by this dangerous situation and the lack of timely support from both the dealership and *****************. This matter must be addressed immediately.

  

  Business Response

  Date: 09/20/2024

  The dealership has been in communication with Mr. ******* about his issue.  Mr. ******* was made aware that the new OEM part that was repaired on his vehicle failed through no fault of the dealership (as confirmed by the ******** dealership where the vehicle was towed).  Mr. ******* appears to be placing blame on the dealership for how long it took to have his vehicle towed by roadside assistance.  Roadside assistance is provided by ************* - not by the dealership.  Mr. ******* has been informed that his vehicle will be repaired under warranty and that the dealership will assist him in submitting his claim for trip interruption through Mercedes Benz.  To the extent he wishes to pursue some sort of buy back program or assistance, he will need to do that through Mercedes Benz.  Zeigler is happy to discuss trading in his vehicle if he would like.  

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22303913
  I am rejecting this response because:
  While the dealership acknowledges the failure of the *** part, they are neglecting several key points related to their legal obligations under my vehicle's implied warranty. As per the Buyer's Guide from the dealership, the vehicle is covered by implied warranties, which obligate the dealership to address serious safety defects that impair the vehicle's use or safety. Despite this, the dealership has failed to resolve a critical safety defect that has made the vehicle undrivable.
  
  Furthermore, the dealership has failed to meet their obligations under the ********-**** Warranty Act, which protects consumers from receiving defective products and allows legal remedies for breach of warranty. Given that the same safety issue occurred again after the dealership replaced the defective part, it is clear that the repairs were inadequate, which may constitute a breach of warranty.
  
  In addition, the dealerships response overlooks their responsibility for the emotional distress and financial burden caused by this ongoing issue. My wife and I can no longer safely drive the vehicle, and we have incurred additional costs due to the failure of timely and proper service.
  
  I am requesting a full buyback or replacement of the vehicle under Illinois Lemon Law and the dealerships implied warranty obligations, as this ongoing issue is a substantial impairment to the vehicles safety and use. I am also seeking compensation for the expenses incurred due to their failure to repair the vehicle within a reasonable timeframe.
  
  I look forward to a timely and fair resolution.
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 09/27/2024

  As Mr. ******** is aware, the manufacturer warranty has covered his repairs at no cost to him, and the dealership has assisted him with the process for submitting his claims through ************* trip assistance program.  His vehicle has been repaired and arrangements have been made to deliver the vehicle back to his house.  Mr. ********** allegation that the dealership has failed to resolve a critical safety defect is patently false.  Likewise, his allegations under the ******** **** Act are false - his vehicle was repaired at no cost to him under the manufacturer warranty.  Lastly, emotional distress is not compensable in these types of claims.  The dealership has done everything in its power to assist Mr. ******** despite the fact that he keeps alleging meritless claims against it.  

• Initial Complaint

  Date:08/13/2024

  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 June 12th and August 5th,2024 I had my 2012 Freightliner (Mercedes-Benz) Sprinter 2500, VIN *****************, serviced for warranty repairs. I reported that fumes in the drivers cabin were creating a hazardous health situation for me. Although they replaced some parts covered by the warranty, the issue with the fumes was not addressed. Instead of taking appropriate action, they sent me action plans twice, neither of which mentioned a leak from the *** valve or the *** radiator connection. They then asked me for $240 to diagnose the fumes leak.Attached are pictures I took of the truck. I am not an expert, but it appears that the gasket is washed out. The mechanics replaced both parts not long ago. I am questioning the quality of the service provided: how could the mechanics miss this issue during their inspections?Instead of resolving the problem, they suggested that if I was unhappy with their service, I should seek a second opinion elsewhere. I do not need a second opinion. The pictures clearly indicate what should have been addressed during the previous repairs. Despite conducting action plans twice, their mechanics failed to notice the significant leakage and the washed-out gasket between the *** valve and the *** radiator.I am dissatisfied with their advisor's behavior and unprofessional approach. Unfortunately, their service is the only one in the area that services Sprinter vans, so I have no choice but to continue using their repair shop. I plan to request a switch to another commercial vehicle service advisor, but I still have to use their repair shop.In the meantime, I have contacted MBUSA customer service, but their response has been unsatisfactory and evasive. Due to the limitations on my customer rights resulting from their unprofessional service, I request your involvement to resolve this situation.

  

  Business Response

  Date: 08/29/2024

  Customer supplied photographs of what appeared to be an engine oil leak.  No leak was detected from the *** valve or cooler. The *** valve and cooler are not part of the engine oil circuit, and did not have any exhaust leaks present at time of re-inspection.
  

  The client declined any diagnosis to determine the cause of the oil leak or fumes leak. As part of a complimentary visual inspection, we advised replacement of injector seals. The customer was supplied an estimate for an injector seals replacement, which he also declined.
  

  Upon declining the diagnosis and repair, he became belligerent and abusive toward our staff, including referring to our technicians as "moron mechanics".
  

  The customer absolutely has many other options in the area for authorized ****************************** centers. including:
  ************* of ******************
  ***** Continental Autos (**********)
  ************* of ********
  ****** Motors (***********)

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22134771
  
  I am rejecting this response because:
  Attached, please find the full documentation for the complaint. The dealership provided me with a report (Action Plan), but it does not identify the source of the fumes issue. Unfortunately, the other dealerships are far away, and I don't see why I should take problems caused by this dealership to another one. When I asked about the fumes, I was told that I must pay $240 to obtain a report. I don't understand why the initial report does not mention a fumes problem, but the one for $240 would.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/16/2024

  The exhaust fume smell is coming from the combustion chamber gasses passing by the leaking injector seals.
  This was the diagnosis for the complaint, there were no additional charges to diagnose this complaint.
  The client's assertion that we are wrong and his abusive insistence we look at it again was the reason we invited him to go to another shop for a second opinion.
  The issue he points out that the leaking EGR component our fault is incorrect. We have already discussed that this is a symptom of another issue and not a factor in the fume smell.
  Continuous abuse and threats are not going to fix this vehicle, repairing the leaking injectors will.
  

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22134771
  
  I am rejecting this response because:
  At this point, they already know the source of the fumes, yet they have the nerve to request an additional $240.00 for another report. What a bunch of tricksters and liars! Its outrageous how theyre trying to take advantage despite already having the necessary information.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:02/25/2023

  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.

  I came into ******** **** Hoffman Estate on 11/25/2022 to purchase a 2020 g63 and worked with sales client advisor ***********************. I processed the purchase of the sale through my business ************************ and filled out the application and signed onto the deal as a guarantor. When the transaction went to financing I worked with Finance Manager *****************************. I specially told both *** and ******* that I was comfortable as a guarantor on the finance application but not as a cosigner as I could not have the sale reporting to my personal credit and affecting my personal debt to income the purchase was solely for the business and need to be reported that way. They both advised me that the car would be under the company name and that it would not be reporting to my personal credit. We financed the car with ******** **** Financial and I was on my way with all of the documentation and the car. I was a pretty happy customer until recent.On Feb 1 2023 I reviewed my personal credit in which I discovered that the purchase was reported to MY personal not business credit and is affecting my personal debt to income ratio. I contacted *** and ******* of ******** **** Hoffman Estate on 01/10/2023 to have them investigate the matter and assist as to why this was handled differently than we agreed and have the matter rectified. After weeks of follow up and failed returned calls and emails from **** the latest email I received (attached) was from *** stating they would assist me in a refi through Ally. Never heard from ******* at all and the attached response was the only solution *** had to offer **** am so disappointed in the 1. Lack of communication and response from ******* regarding this since he handled all of the financing portion of the transaction and 2. The lack of assistance ESP when prior to conducting this deal it was specially disclosed that I could NOT have this purchase reporting on my personal credit and I was assured by both *** and ******* that it would not be. As a real estate investor this is negatively affecting my debt to income ratio and if this was NOT an option I would not have sold my ******** G550 for this ******** G65. I specially disclosed to all parties involved in this transaction that this was the case and was MISLEAD in regards to the sale. I reviewed all disclosures as well prior to and post the purchase and was listed as a guarantor not a cosigner. I do not understand what happened or went wrong post my leaving the dealership but I am seeking your immediate attention to this matter. I then reached out to the vice president ********************* and all of the listed managers on the ******** **** Hoffman Estate Website to advise them on the matter and get assistance in being contacted to rectify the issue and also received no response.

  

  Business Response

  Date: 02/28/2023

  Zeigler does not control how a loan gets reported on someone's credit.  Zeigler can assist a customer in getting a loan for their vehicle, but the ultimate terms of that loan are between the customer and the lender.  In this case, ********* declined the deal, and the customer chose to move forward with ************* Financial.  The customer signed the Co-signer notice adn guaranty notice provided by ****************** Services.  Zeigler has reached out to *********************** as a courtesy and *********************** has indicated that it would consider refinancing the loan into just the business's name with two years of audited financial statements, subject to final review/approval.  

  There is not much else Zeigler can do.

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19497426
  
  I am rejecting this response because:

   

  The response isn't in regards to the decision from the lender - the lender actually approved the application under the business it was just wrongly reported on my personal credit when the business application was submitted and approved. In addition it took several months and this BBB complaint for the business to even respond to the client. Lastly the vehicle registration was completed incorrectly and the ******** me application was paid for and provided to a different customer not to my own account.

  The dealer mislead the client in telling them the business financing was approved and paid for (vehicle was purchased and paid out) however reported personally not on the business credit. 

  Until the matter is resolved I will not report this as rectified 

  

  Business Response

  Date: 03/09/2023

  Zeigler is willing to assist the customer, but we have reached out to the customer multiple times to assist with MBFS, to help address their MMe ******* as well to inquire about their registration.  We have not received any cooperation thus far.

• Initial Complaint

  Date:08/11/2022

  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.

  On August 9, 2022 at 5:48am, I viewed both the mbusa.com and mbofhoffman.com websites and completed an online form to purchase a 2022 Certified Pre ******************* AMG GLE 53 Coupe with the current mileage at 48 at the advertised price of $95,630. I called ************* of Hoffman on 8/9/22 at 9:13am and 9:47am to complete the purchase and spoke with Client Advisor, ***************************** advising him that I was purchasing the vehicle at the advertised price and that I have already secured financing. **************************** requested that I send him a copy of my drivers license, current auto insurance card and the down payment amount which I provided so that he could complete the paperwork for me to review and accept.After reviewing the paperwork, I observed that the purchase price had been changed from $95,630 to $115,999 and although I had already secured financing from USAA for a 72 month term with a **** APR, I was required to use a lender, *************** that the dealership engages in business. ************** offered not so favorable terms for 72 months with a ****% APR.Client Advisor **************************** sent a text message to me on 8/9/22 at 1:18pm advising that I go to the link that he provided to view the actual price of the vehicle from the Mercedes-Benz of Hoffman Estates website.At 3:53pm on 8/9/22, I used the link provided by Client Advisor **************************** to visit the Mercedes-Benz of Hoffman Estates website and observed the same purchase price of $95,630 which detailed a price drop of $22,369 from 7/19/22.At 4:11pm, I emailed **********************************, General Manager in an attempt to resolve this matter by honoring the advertised price. ******************* called me at 4:45pm and advised that $115,999 is the price although the website showed otherwise. I revisited the Mercedes-Benz of Hoffman Estates website and at 5:07pm on 8/9/22, I noticed that the price was changed from $95,630 to $115,999.I want to complete the purchase at $95,630.

  

  Business Response

  Date: 08/19/2022

  ****************** visited the store in person and we were able to resolve his concern.  We appreciate ********************** candor and patience.

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17704329
  
  I am rejecting this response because: I did fly to ******* with my personal funds for the down payment, taxes etc as well as the check from my financial institution and visited the dealership in an effort to purchase the vehicle which is still available, but the dealership is still not honoring the advertised price of $95,630 from their website. The current advertised price on their website is now $113,999 and they have agreed to provide a $9,000 credit to me if I purchase the vehicle at the current advertised price of $113,999. Unfortunately, they still will not sell the vehicle to me at the then advertised price of $95,630.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/29/2022

  Before ****************** visited, we offered a good-faith discount of $9k for the glitch that caused the pricing discrepancy, as well as to pay for his incidentals during his purchase.  ****************** arrived with the intent to accept our offer, but has since reversed course.  Our offer is still on the table as long as the vehicle is still available for purchase.

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17704329
  
  I am rejecting this response because at no point did I state verbally or in any written communication that I would accept paying a higher price than what was advertised. When offered the 9K discounted price, I responded via email on 8/11/22 to ******************** stating:

  Thank you for responding *******************, but this is unacceptable. As shown on the earlier email, the price the day after I called reflected $95,630 in the afternoon. Thank you for offering a reduced price from $115,999, but this is unacceptable. 

  I do fully understand that you do not want to sell the vehicle to me at the price that was advertised on your website. I am very disappointed with my experience with Zeigler and Mercedes-Benz of Hoffman Estates and if the advertised price will not be honored, I must proceed accordingly. 
  
  
  Thank you sir. 
  
  *****

  I did travel to ******* from *********** with the check from USAA payable to Mercedes Benz of Hoffman Estates in hopes that the dealership would honor the advertised price of $95,630 and sell the vehicle to me, but they still would not do so.

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