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Business Profile

New Car Dealers

Mercedes-Benz of Annapolis

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:07/06/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    The transaction took place June ***** for a repair for my 2007 Mercedes-Benz, SLK-280. The bill was a little over $650 but my issues are they didn't fix the car and return it to me with two safety warning messages, another caution message, my window can't completely close, and I can't open my trunk. I will upload a Word document with more details, text messages from the service advisor, pictures from my dashboard and they booklet from the diagnostic they ran showing none of these items were present when I had the car towed into the service shop. A copy of the same documents were mailed via *** to MB of Annapolis and Mercedes-Benz *** in ******************, **. I expect everything to be with both Friday, July 7, 2023.

    Business Response

    Date: 07/06/2023

    The customer was made aware because of the issues with the hydraulic system and the extreme expense to fix this issue we could only perform a manual closing of the top and would need to remove a fuse to prevent it from trying to open again. This process also will not permit the windows from closing the completely. If the customer would like to stop by we will have the ******* recheck the diagnosis.

     

    Perform Diagnosis and pin-point hydraulic leaks at front of   |
    | 2. ORIG        vario roof. System low on fluid due to leak. Client           |
    | 3.             requested emergency closing without needed repairs.           |
    | 4.             Performed emergency closing process.  hydraulic cylinder for  |
    | 5.             trunk lid actuation (21) from tubular frame (6) on left and   |
    | 6.             right sides. Position the hydraulic cylinders for trunk lid   |
    | 7.             actuation (21) in the wheelhouses Pull fuse 38 out of the     |
    | 8.             interior fuse box (F34) Fuse assignment of fuse box in        |
    | 9.             interior                                                      |
    |10.             compartment on driver's side.  This prevents the              |
    |11.             emergency-closed Vario                                        |
    |12.             roof from being unintentionally actuate

    Customer Answer

    Date: 07/06/2023

     
    Complaint: 20278868

    I am rejecting this response because: Are they saying they did their best repair on the car? 

    The text messages reveals what I was aware of. I wasn't aware that they would make the car undriveable forever.  Was that purpose of "repairing the car? Did the service department consult with anyone else concerning the condition of my car who may have more experience in that repair? No. Even ******* has videos pertaining to that repair. 

    Who releases a car with numerous safety violations...things that you require customers to get to the shop immediately? Did they make me aware of that?  Did they tell me they were going to damage my SRS in the car? No, but they did.  

    Again, the text message is what was explained to me.  I sent the complete package to Mercedes-Benz USA and am very anxious to receive this type of response from them in kind. I totally reject this response.

    Sincerely,

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

    Business Response

    Date: 07/07/2023

    On June 13, 2023, Mr. ****** brought his 2007 Mercedes-Benz in for service for the top not working. The dealership performed diagnostics and advised Mr. ******* both in writing and over the phone, that the main hydraulic ram in the front of the vehicle was severely leaking causing the convertible top pump in the trunk to run dry.  The service advisor informed Mr. ****** that once this pump has been depleted of fluid, it is permanently damaged and it should be replaced as it is generally not able to be repaired to properly work the top.  However, due to the age and mileage of the vehicle and the fact that replacing this would likely cost more than the car is worth,the customer opted for the quick and cheaper alternative and authorized the dealership to re-fill the existing pump and rams with fluid. The customer was also advised prior to the completion of work that the dealership could try to close the top the best they could, but that this was not a proper fix of the problems and that in doing so the rear quarter glass windows wouldnt be operable and wouldnt completely close.  The customer was also advised that since the top would not completely close, it would could cause warning lights on the dashboard vehicle indicating same and would cause a gap in the trunk.  Despite the high probability of probable issues, the customer authorized *************************** of ********************** to remove a fuse and perform a manual closing of the top to prevent the convertible top from opening.  On or about June 15, 2023, the customer paid for the *********************** and picked up his vehicle.  The customer was advised not to actuate the convertible top. At all times relevant hereto, the customer was informed of the shortfalls of the authorized repairs, and accepted them prior to the work being completed and accordingly the dealership is unable to assist Mr. ****** further. 

    Customer Answer

    Date: 07/10/2023

     
    Complaint: 20278868

    I am rejecting this response because:  Continue making false statements...Again the service center fail to address the issues trying to depend on the faded memory of a phone conversation that ONLY I have the complete record of, (hence providing hear/say statements, not evidence) failing to repair the car, creating safety deadline issues with whatever they did and now trying to cover up for their inadequate work.

    I will move this forward and escalate this compliant providing the record of said phone call. The text and conversational record will show this organization creditability is extremely questionable at best.  

    Sincerely,

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

    Customer Answer

    Date: 07/24/2023

    This receipt validates and support all the physical evidence I previously present.  The booklet, along with the actions taken (my receipt) and after actions by Mercedes-Benz of Annapolis simple shows incompetence, negligence and or fraud.  Trying to bully me and doubling down on internal lies and colluding to try cover up those actions were despicable.   

    The car repairs I requested completed in an hour and a half.  I even recommend source for you and a Mercedes-Benz service center out of *******************, ** to assist. 

    Please understand we will be speaking soon.


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

Mercedes-Benz of Annapolis is NOT a BBB Accredited Business.

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