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:05/17/2025

  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.

  This all started April 21, 2025. I had an issue with a headlight housing on my GLE. My service advisor ******* was helpful throughout the duration of the process. This headlight was a $900 headlight that was getting condensation inside of it. I was told it was due to installation being installed wrong. Once the issue of the missing cap was corrected the headlight still is getting condensation when it rains or I go through a car wash. At this point if the issue was corrected I should not be getting the same results. Secondly, my headlight stopped working and when I reached out to ******* she directed me to ***** ****** to see if there was anything that could be done. On April 24, 2025 ***** ****** WAS EXTREMELY RUDE over the phone. I did not appreciate being yelled at like I wasnt a customer. This was top of the lungs yelling that was so I caused for. His words was if you not paying $1900 for a ***lacement why are you on my phone I reached out to the ** ****** ******* about the issue on April 25, 2025 but he never called back. I left a message with the *** and a voice message on his answering machine. At this point I guess everyone at ******** has the same attitude. For ******** to have such a strong luxury name their staff doesnt. All I want is my headlight ***laced that is supposed to to be under warranty.

  Business Response

  Date: 06/06/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:03/28/2025

  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 2020 ************* GLE 450 on 11/18/2024, in hopes of a reliable safe vehicle for my family. Recently, a message popped up on my dash coolant oil too hot, turn engine off. I had my vehicle towed to dealership for service and the communication with the service advisor regarding the status of my car was one of the worst Ive experienced and not what you expect from a premier brand as ********. While my car was out of commission in service I requested a loaner vehicle which is one of the amenities they pride for their customers and was told theyre booked for the next week. It was not until I had my husband call and speak with service manager ***** which in turn finally were able to get me a car. After my car was diagnosed they determined it needed a new coolant pump. A week later after being in service my car was ready, shortly after picking it up and making a quick grocery run the coolant oil message popped up again. We called service and ***** had us bring it in however the light wasnt on anymore he told us that sometimes the light comes on and it will go off but couldnt do anything if the light wasnt on. A few days later the light appears again but this time my car was not drive able. Now my car has to go back for the third time in under a week. This is a big inconvenience and very frustrating as the sole reason why I made the purchase was to have a reliable means of transportation and safety. We have a 12 month old baby and its unsafe to have this kind of issue with a vehicle. I think I was sold a faulty vehicle.

  Business Response

  Date: 04/15/2025

  Thank you for bringing this concern to our attention. The management team contacted the customer and completed the required repairs. The customer is now in possession of their vehicle. 

  Thank you. 

• Initial Complaint

  Date:11/19/2024

  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.

  Hello I purchased my car from Westmont ************* on June 22 2024, I was given temporary plates and was told my plates would be shipped to my house within the 3 months before the temporary plates were to expire. A few days before my plates were set to expire ( Expiration date 9/24/2024 ) I reached out to the dealer ship and told them I had not gotten my plates yet and they were set to expire. I spoke to a few people including *** in finance who said she would look into it and get back to me, she never did. So I reached out myself to the secretary of state to see what was going on, after getting on the phone with them , I was told that no paperwork was ever submitted from the dealer and until that was submitted they could not do anything about it and to reach back out to the dealership. I reached back out and left *** multiple messages and calls and never heard back again. I finally got a manager on the line and was told that there was a small delay and that they would send me a extension letter for 2-3 weeks until I would get my plates. Again this took about 15 phone calls to get. It is now 11/19/2024 and I still do not have my plates. I have been putting miles on my wifes leased car for the past 2 months because I do not want to get pulled over every time I leave the house. The one time I did I got pulled over and had to explain myself for 20 minutes. I had been very nice until this point but it was not getting me anywhere so yesterday i reached out to dealership again. I have reached out 30 times since and cant get an answer. Called secretary of state today again and was told no paperwork was filled yet on their end and usually dealership has 30 days to do it and they told me to file a complaint with the secretary police and they will hire investigator to look into the dealership. I have purchased many cars and have NEVER been treated this poorly. I now have to spend more time going to the state police to get this resolved. THIS HAS BEEN AWFUL

  Business Response

  Date: 11/27/2024

  Thank you for bringing this concern to our attention. The customer's title paperwork was expedited, and their title was issued. 

  Thank you. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22579391
  
  I am rejecting this response because: I was told my ******** that my paperwork was expedited and I would have it by November 22nd and I still dont have anything and cant use my car. No one at the dealership will answer any questions I honestly have never been treated like this before. PLEASE STAY AWAY FROM THIS DEALERSHIP.  I WILL LEAVE AN AWUFL REVIEW ANYWHERE AND EVERYWHERE I CAN ON THIS ABSOLUTELY **************  I HAVE HAD MY CAR FOR 6 MONTHS AND STILL DONT HAVE MY PLATES . PLEASE PLEASE PLEASE DO NOT PURCHASE A CAR HERE . WILL BE FRINEDLY DURING PURCHASE BUT WILL NOT ASISST IF THERE IS ANY PROBLEMS 
  
  Sincerely,
  
  ********* *************

  Business Response

  Date: 12/10/2024

  Unfortunately, the state DMV has not produced the title within the estimated timeframe. A request has been made to the *** to expedite the process, as the customer is still waiting. We sincerely apologize for the delay although it is not dependent on the dealership. The management team is working as quickly as possible. 

  Thank you. 

• Initial Complaint

  Date:08/07/2024

  Type:Billing 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.

  We traded in our 2019 **** A6 when we purchased a vehicle from MB on June 8, 2024. They were to pay off the existing loan, $17,038 but instead delayed the payment an additional month costing us a monthly payment plus interest. I've made several attempts at contacting them and have received no response whatsoever. In addition to filing this complaint, I also filed one with the Attorney General of Illinois. We will likely follow with legal action if we continue to get no response.

  Business Response

  Date: 08/19/2024

   

  To whom it may concern, 

   

  The vehicle was paid off on 6/30/24.  We are confirming with the bank that there are no issues.  If an automatic payment went through on the account if will be refunded by the bank that the vehicle was financed from.  If there we any additional fees or charges added above and beyond that we will pay them on the customers behalf.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22108489
  
  I am rejecting this response because:  They did not address the issue at hand and simply restated the fact that they paid off the loan - failing to acknowledge that they paid less than they were supposed to (contractually) and causing us to pay an additional ~$700.  I will be satisfied when we are kept whole, and it's not clear they intend to do so.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/04/2024

  If there is any discrepancy with the payoff amount, we will be reimbursing the customer for any additional charges.  We apologize for the inconvenience and will send a tracking number for the check so that the customer can track.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22108489
  
  I am rejecting this response because:
  I have yet to see the dealership acknowledge their error,  and I have yet to be reimbursed.  The complaint will be resolved when I've been kept whole - not before.

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

• Initial Complaint

  Date:06/05/2024

  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.

  If I could give zero stars, that would be the best rating for that dealer. My experience with this dealer was horrendous. My car was at their shop for three months due to a transmission issue. During that time, it was damaged while parked, and one of the workers drove it, causing further damage to the front fender, slicing the brand new tire, and damaging the carbon fiber spoiler. I requested them to take responsibility and restore my car to its original condition, but instead, the manager, ************, claimed the car was perfect, and the sales manager, **********, attempted to deceive me I've reached out to both of them via multiple messages and emails, but I haven't received any response yet. Although the mechanic aspect was satisfactory, I will never return to this dealer again.

  Business Response

  Date: 07/01/2024

  We have parts on order for the client. The vehicle has aftermarket parts on it, so we have to order from outside vendors. Our system has been down for 2 weeks for orders. Waiting for the parts to arrive and will have installed for the client when they arrive. We have contacted the client on the situation, and are working with him directly.
  

   

• Initial Complaint

  Date:01/22/2024

  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.

  Found used porsche on the website of the business and had it shipped to our home in **. When the car came The auto transporter let me know that this car does not have an automatic transmission. My wife ****** drive the car with a stick shift. *** from the business says there was a mistake made on the fact sheet on the car. *** said we would make this good. I never heard from the business at all on this issue. I also never rcvd paperwork on the car. ****#**;s assistant called me today and asked me to send back the bill of sale. I told the assistant what happened. The assistant said she would speak to the Finance Manager and would call me right back. That happened this morning; we have not heard from this business today at all.I want the dealership to pick up the car, reimburse me for the $800 transport fee, and refund the money for the car

  Business Response

  Date: 02/19/2024

  To whom it may concern, 

  I am the new general manager of Mercedes Benz of Westmont.  I was made aware of the situation with the customer shortly after I took over the store.  Since then, we have given the customer his money back to picked up the vehicle.  I apologize that this happened, and it should have been handled immediately once the customer reached out to us.

   

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

  General Manager

  Mercedes Benz of Westmont

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21182132
  
  I am rejecting this response because:

  Mercedes Benz of Westmont owes me the following: a) initial deposit of $1,000 from **************** and

  Mercedes Benz of Westmont promised to reimburse me for the transporting cost of $800 each trip to and from dealership totaling $1,600.

  I have not received these payments yet. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/20/2023

  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.

  Dealer sold us a vehicle didnt honor the 5 day 250 mile money back guarantee. The vehicle purchased had major engine failure while we were in the car driving completely shutting the car off while we were turning left at a major intersection. ****** told us to have it towed back to them but at our cost when we finally had managed to stop our busy schedules to pay and have this vehicle towed back to them we demanded refund and dealer said they would contact corporate and ask for the refund we waited a week to hear back from them not only about the refund but didnt hear anything about the vehicle either. But when we did we were told we just missed the refund by one day and this is because we had to pay out of pocket to get the car back to them but they were notified well before the 5th day. Long story short dealership knew there were issues with the car they sold it to us at an unfair price, they fixed it and didnt charge us thats great and all but I did t pay for a car that needed to be fixed I didnt pay for a car that had issues. We have reached out to autonation cuz they are the ones that own this dealer and we havent heard back from them and its been since November 20th since we first started reaching out to autonation corporate office and no response. Also the Gm of this location has been beyond cruel and disrespectful to us. Threaten us that he would t help us anymore because we reached out to autonation and then got all angry with us because of our review this story is never ending literally I could go on and on worst experience buying a car ever!!

  Business Response

  Date: 01/15/2024

  To whom it may concern, 

  *************************** purchased 2018 Audi S5 with ****** miles on 11/29/2023 and had until 12/4/2023 for the 5 day money back guarantee. 

  The 2018 Audi S5 passed our Autonation 125 point inspection and MB of Westmont provided a 90 day / ***** miles ************************* vehicle had a Fault in the wiring harness which MB of Westmont replaced at No charge. 

  Sincerely,

   

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

  General Manager

  Mercedes-Benz of Westmont 

• Initial Complaint

  Date:08/09/2023

  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.

  My wife and I purchased a car with cash from this dealership in June 2023. We returned it a few days later within the return window and purchased a less expensive car from the same dealer. The net difference was the substantial amount of $10,936.00 and we were told we would receive a refund check in a few weeks. It has now been 2 months and we have not received the check. Our follow *** by emails and phone have produced nothing but empty promises of well look into it etc.

  Business Response

  Date: 08/10/2023

  Check was cut on 7/31/23 and mailed to the customer on 8/7/23 for the refund

  Sincerely,

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

  General Manager

  Mercedes-Benz of Westmont 

• Initial Complaint

  Date:02/15/2023

  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 2010 *** 750 ** on January 31, 2023 for 10k. I traded in my 2010 Audi Q5. Total in order to get this vehicle (***) the dealer told me I had to pay $4,600 because I was upside on my Audi. I went and paid $4,600. Im currently financing my *** through Navy Federal. On February 4, the car was saying I need a oil changed On February 11, 2023 I drove the *** to work, as soon as pull into my parking garage a lot of lights pop on from the dashboard saying charge battery 4X4 turned off drive slow to service station. The car would not go into park. I turned the car off and call a tow truck only to sit for 5 minutes , tried starting the car and it miraculously turned on and the lights were turned off. I was totally thrown off guard because while purchasing the vehicle I was TOLD the car have went through this big 10 point inspection and passed with flying colors. I instantly contacted the salesman that sold me the car (****) and told him what was going on. He messaged me back saying give him a minute he will get back with me. I didnt hear nothing back from him until the next day. He was saying my touch up paint was ready , by this time I wasnt concerned about paint. Also while driving this car I was smelling a burning smell. I took the car to my mechanic on February 13, 2023 and he gave me a run down of whats wrong with this car that was supposedly pass an inspection. Oil filter, oil change, ($250) alternator ($1,800) valve cover gasket ($2500) rear main seal. Totaling $5,000 Im highly upset because I feel Ive been sold a lemon. Now the car is in the shop and I would like to be reimbursed for car repairs totaling ($5,000) or I will be suing this company. *** never had problems so soon with any car Ive purchased especially major repairs after a week of buying a car.

  Business Response

  Date: 02/16/2023

  ************************ purchased the 2010 *** 750 with ******* miles AS-IS shown in  Document 1.  Docuement 2 is the AS-IS buyers guide. Document 3 is the carfax showing the vehicles service history at a *** store ( ********* Enterprises *** ) last service was ******* miles. *** and Filter change and a brake flush and inspection. Document 4 is the purchase agreement. *********************** had 5 days or 250 miles whichever occurs first to return the vehicle for any reason. 

  With this vehicle being 13 years old with ******* miles on it *********************** had 5 days to have the vehicle inspected by his mechanic if there were any issues.

  Mercedes Benz of Westmont will not reimburse any of the costs to **********************

   

  Sincerely,

   

  ***********************
  General Manager

  Mercedes-Benz of Westmont 

• Initial Complaint

  Date:02/12/2023

  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 took my car here to benz of Westmont I was informed that the starter needed replacing after paying close to $2K they supposedly fixed the starter. However, when I received my car back it started making a loud sound so I took it to another **** dealership location and was told by 2 separate mechanics that I needed a new engine and my engine was coming apart, because benz of westmont ruined my car and the starter should have never been replaced and it would cost me $15k to fix. **** of Westmont had me pay for a starter that I didn't need and failed to diagnose my car properly leading to a failed engine because they didn't close the car back up properly after messing around with my starter that I didn't need, I called Westmont ************ center & the corporate *********** & got no help my car sat at another **** dealership for 2 months while I tried tirelessly to get help from westmont **** & the **** corporate ****** before ultimately I would have to pay storage fees etc. as a result I had to scrap my car and now I'm out of a car. I have all my receipts case numbers and all & it meant nothing. It's a very painful experience no one should have to go through and the sad part is this was my second **** so I'm was repeat buyer and this last experience was horrible. No one at the corporate ****** of **** return my calls they tell me someone will contact me in 48 hrs and they will never call me. When I call benz corporate they will pretend I never had a case or can't find the info pertaining to my situation and simply route you back to the dealership.The manager *********************** was not helpful at Westmont and rarely returned my calls. Westmont benz owes me the value of my car and a refund of the starter I paid for. Now I'm out of a car that I had finally paid off and had the title to and at no fault of my own. How did I go from westmont benz dealership telling me I needed a new starter to ultimately needing a new engine after they did some un needed work on my starter. I didn't need an engine prior to Mercedes-Benz of Westmont touching my car.

  Business Response

  Date: 02/16/2023

  Attached is the Ro showing we noticed brown powder on the turbos and more diag was needed but ************************* declined. Vehicle starter was replaced and roadtested all faults cleared in the system. Document 1 is the ** showing at write up more diag time will be needed. We send ************************* the vehicle health inspection and also showed more diag but declined by *************************. ( Document 2 ) 

   

  Sincerely,

   

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

  General Manager 

  MB of Westmont 

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19392447
  
  I am rejecting this response because:

  
  

  Firstly, my engine was working just fine until I brought the car there. Next, I should not have been charged for a starter when CLA 250 models (the one referenced in this complaint) are on the recall list from a few years ago. I purchased the car used but I still qualified for safety reason that ************* would replace anything related to the starter if that was the issue at no cost to customers. Therefore, I was wrongly charged for a recalled issue. Thirdly, when the mechanic mentioned the turbine dust to me I asked their mechanic if he thought I needed to replace the turbine he said it was fine to drive at that time. If they thought the car was unreliable and the engine was going out then it would have been unethical and bad business practice for them to replace a part (starter) knowing my engine was going bad. Like I mentioned my engine was perfectly fine when I brought my car there. Somehow, during ******** benz process as mentioned on my reciept by another benz dealership the engine was coming apart after being serviced in Westmont. Also, in addtion there was no oil remaining in my car when I got it back so since there was a full diagnostic fee they should have noticed and added oil after thier repairs to the car.  

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

  Business Response

  Date: 02/17/2023

  Document attached is the actual ** from the inspection to ************************* 2016 CLA250. The ** has no notes showing the engine is coming apart. Dealer states found noise coming from bottom end of engine. ************************* didn't want the dealer to proceed in any repairs and paid the inspection and took the vehicle. 

   

  Sincerely,

   

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

  General Manager

  Mercedes-Benz of Westmont