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:03/02/2025

  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.

  After buying a Revolution Bundle Protection from a new car CLE300C4 2024 on November 2024 at the Mercede-Benz of Rockville Centre, I ended up cancelling it on December because their ****************** failed to return the telephone calls. It was until I included the problem in their survey that a guy in their ****************** called me back and agreed to let me drop the protection. Two months have already passed, no money has been sent to me.

  Business Response

  Date: 03/06/2025

  Good morning - We apologize in the delay in this refund. We have processed the refund with the provider and a check has been issued to the customer for a refund. They should receive the refund within 7-10 business days. 

  Customer Answer

  Date: 03/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Mercedes-Benz of Rockville Centre fails to keep promise of reimbursing the $2,856.00 between 3 and 10 business days for I have not yet received it.  
  Sincerely,
  
  ****** * ******
  
  
  
  
   
  

  Business Response

  Date: 03/26/2025

  Good morning - Please see a copy of the new check issued today and put in the mail today. Thank you

  Customer Answer

  Date: 03/26/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** * ******
  
  
  
   
  
  

• Initial Complaint

  Date:06/14/2024

  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 brand new ******** **** E350, picked up the Vehicle and noticed a strange noise and could feel a thumping coming from the car. So I parked the car and called the next day cause the place was closed for the day early the next morning I called and was told to keep the vehicle until Wednesday which I picked the car up on Friday, I felt unsafe and scared and Insisted that they take this car immediately. I told them I did not want this vehicle which is brand new and should not have any problems and have been given the round around from the Manager and General Manager. I still want a car but not that one

  Business Response

  Date: 06/14/2024

  ***************** had a mechanical issue with the vehicle after taking delivery. She brought her vehicle into our service department for repair. We diagnosed and fixed the issue with the assistance of MBUSA. The issue is now resolved, and the car is operating as designed. We offered to reimburse her first monthly payment as a goodwill gesture and a credit at our boutique. We reached out on her behalf to MBUSA to facilitate a buy back, but MBUSA declined as the vehicle is not eligible based on this one repaired issue. The only other option to is terminate the lease early but the money needed to do that ***************** was unwilling to come up with. At this point any further requests should be made directly to MBUSA. Thank you

  Customer Answer

  Date: 06/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  I notified them of 2 problems with said vehicle and they have not offered a buy back or early termination of contact, they are lying just like I said I asked for  another safer vehicle and was told no I had not had that car for more than a few hours and the had to know the problems with this car on top of offering a payment and shopping in their store which is not suffice for me.  They took Advantage of me at the time of me leasing this vehicle they told me I had no other options but to take this car the car as we speak also has a deep scratch on the outside of the Vehicles windshield, which I also bought to their attention at the same time as the first incident with the vehicle they released the vehicle to me on Saturday and this deep scratch was still on the windshield and the general manager at the dealership said that it Tree sap on the windshield which it was not its a scratch and they want to order a new windshield.I have been doing business with this dealership for many years with and never expected to be treated like this with a brand new car.I am still not satisfied with how I was treated what was done to me and the outcome of keeping a car that was unsafe for me and my family.

   

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

• Initial Complaint

  Date:12/08/2023

  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 purchased a C43 AMG from this dealership back in August of 2021 above msrp for a car that was driven by the previous sales manager.I went to Rallye a year later to try to see if I can get out of the lease or trade and they told me the car was in an accident prior to my purchase.I specifically asked the dealership if anything was wrong with the car and they told me I had nothing to worry about. It only had ***** miles. *** driven nicely etc (this was also not correct as all the rims were bent when I got the car)I told the dealer I wanted out of the lease at this point because they sold me a car that has a lower value than what I should have been paying. A accident deducts almost ***** off the trade in value. On top of this the car has already had both front shocks changed under ****** miles.This dealer has done nothing to rectify the issue. If I was being lied to, I should have a refund on the car or be able to get out of the lease. It is not a fair deal at all. Im paying above msrp for a car that I was lied to about the accident.I dealt with *****, ***********************************, and *****************************. Do not ever deal with this dealership. Very dishonest people.

  Business Response

  Date: 12/11/2023

  The client referenced in this complaint was made aware of the minor damage sustained to his vehicle prior to leasing it, which involved one of the headlights.   In addition to signing a legal release, the client received monetary compensation from the dealer.
  
  The client is upset that the vehicle is experiencing a suspension issue that was diagnosed by another ************* dealer.  The client feels that this is related to the minor damage sustained to the vehicle prior to him taking delivery.   There is no correlation between these two issues.
  
  The client spoke to the general manager here in regard to exiting this lease early but was not accepting of the fact that there is a financial penalty to do so.  His vehicle was appraised by us with no penalty for the accident that is listed on the Carfax to assist him in trying to exit this lease. The client is unwilling to offer any financial participation of his own.

  Customer Answer

  Date: 12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The dealer is making a reference above that I was made aware of the damage in the vehicle and this is false information. I was never made aware of this information at time of purchase and I have documented proof that there was nothing in writing about this from the purchase agreements.

  I was made aware of the damage one year later when the dealer investigated what happened. The dealer knew prior that this incident occurred and sold the car to me so they can cover themselves financially as they knew very well that no one would ask for a carfax as it was a brand new car.

  this allowed the dealer to sell the car above msrp to a customer without the customer knowing that there was damage and the value has been depreciated even further to do an accident.
  

  the suspension issue was most likely from the accident according to the other dealer and the body was repainted when I was told prior that it was not.

  this dealer does not want to own to their illegal practices of what they did. They knew well aware what thet were doing and took advantage.

  currently this car has a high negative equity due to the dealers negligence.
    

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

• Initial Complaint

  Date:10/03/2023

  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 September 9th, 2023 I purchased a ************* 2020 C300 4 ***** from Mercedes-Benz of Rockville Centre ** for the sum of $36,858.49. This was a cash transaction. Upon inspecting the vehicle in the parking lot of the dealership, I noticed scratches on the vehicle. Even though though the Certified Pre-Owned Inspection and Certificate Report for this vehicle under the title Exterior item # *** Dings ****************** has OK, Passed (basically stating that the vehicle had no scratches). I immediately reported this to ************************* my sales rep, who referred me to ********************************* (the delivery rep) who took photos of the scratches while the vehicle was still parked in the Rockville Center parking lot. Additionally, *** stated that the rep who was responsible for fixing this problem was not there, so he suggested that I take the vehicle to my local ************* dealer to have this problem resolved and that ******** **** of Rockville would pay for the work. After several efforts to have this problem resolved, I received a check from Rockville for the sum of $1000. However, when I enquired if the dealer would pay the balance should the repairs exceed $1000, I did not receive an answer. So, after being ignored I wrote to the General manager *************************** who suddenly informed me that this was not their problem. I find this to be unacceptable since the information on the inspection was inaccurate, ************* of Rockville is obligated to resolve this problem. I paid for a Certified Pre-Owned Vehicle and per the inspection report, the vehicle should be free of scratches. Additionally, my acceptance of the vehicle was based on **** assurance that if I took the vehicle to my local ************* dealer to have this problem resolved ******** **** of Rockville would pay for the work. I have attached extracts from emails of my interaction with Mercedes-Benz of Rockville Centre and photos showing the scratches identified on the vehicle.

  Business Response

  Date: 10/03/2023

  Good morning - ****************** came to our facility to take delivery of a Certified Pre-Owned 2020 C300. He inspected the vehicle and drove away with it. When he arrived home he noticed scratches on the vehicle and reached out to the dealership to address them. After back and forth via email, text and phone we agreed to a settlement of $1,000 for the scratches on the vehicle even though scratches are not covered by the certification process and the vehicle was reviewed before driving off our lot. 

  After receiving the check for $1,000 ****************** now wants to renegotiate and ask for any additional money for repairs which we can no longer review to ensure they are needed or merited. If he had concerns about the amount of compensation that should have been discussed prior to us agreeing to and sending him compensation. 
  
  Our offer and settlement of $1,000 was/is fair based on the vehicles condition.
  
  Please see the attached check sent to the client/

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   The statement that ************* of Rockville made (When he arrived home he noticed scratches on the vehicle and reached out to the dealership to address them), is false. Here is what occurred. On September 9th, 2023 I arrived at Rockville Centre to take delivery of the vehicle. After completing the paperwork and paying cash for the vehicle, ********************************* who works for ************* of Rockville and was part of the delivery team, took the vehicle to purchase fuel. On his return, he gave me the keys to the vehicle. I pulled the vehicle into a parking spot on the dealership parking lot to conduct a final inspection before commencing my journey back to Virginia. It was during this inspection in better lighting conditions that I noticed the scratches on the vehicle. I immediately notified ************************* my sales rep who indicated that he could not come and he referred me to *********************************. When *** arrived, he saw the scratches and took photos of them (please see attached emails that verify my statement). I expressed to him my dissatisfaction and stated that I would like this problem to be resolved. *** stated that the rep who was responsible for fixing this problem was not there,so he suggested that I take the vehicle to my local ************* dealer to have this problem resolved and that ************* of Rockville would pay for the work.  On September 10th,I sent an email to ************************* informing him that I had arrived home safely and indicated that I was disappointed with the condition of the vehicle. If what the dealer said is true (When he arrived home he noticed scratches on the vehicle and reached out to the dealership to address them). Then the question to ask is how ********************************* was able to take photos of the scratches on the vehicle. The only way that would be possible was if *** traveled with me to Virginia, and then took the photos. Please see copies of emails that support my statement that the dealer's statement is false regarding when the scratches were noticed and communicated to the dealership.

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

  Customer Answer

  Date: 10/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  To Whom It May ***************** ************** *** *** *******Thanks for responding to my response. I would like to first state, that I thought that all businesses were supposed to have VALUES such as INTEGRITY, but apparently,I was wrong. During my interaction with *******, he stated that he was an honest individual and I believed him, hence the reason I continued our interaction which eventually led to the purchase and delivery of my vehicle. That said, I am growing tired of the insinuations made in your responses. It commenced when I initiated my complaint to the BBB. The person who issued the response from ************* of Rockville issued the following statement:
  

  ***************** came to our facility to take delivery of a Certified Pre-Owned 2020 C300. He inspected the vehicle and drove away with it. When he arrived home he noticed scratches on the vehicle and reached out to the dealership to address them.
  

  The ************* of Rockville team (i.e., ******* and ***) who were instrumental in the sale and delivery of my vehicle are cognizant that the statement above is FALSE (i.e., A LIE).
  

  However,this behavior (i.e., making a false statement) was displayed again in your response to the estimate that you requested. In your response, you are now insinuating that since the scratches that were observed by the tech from ************ COLLISION BODY SHOP were not originally identified along with the others, they had to be made by me or someone else. Additionally, you also included language from the first LIE (identified at the time you arrived home) in your statement seen below.
  

  Additionally,most of the items you point out were not identified at the time you arrived home so we have no way of knowing when that damage *** or *** not have occurred.      
  

  Just to be CLEAR, the scratches that were identified by me and *** were observed while we were at your location in NY (i.e., in the ************* of Rockville parking lot). It was where *** took the photos of the scratches.  
  

  Concerning the estimate, you requested, I am sure that ************* of Rockville is cognizant that fixing the scratches and dents on my vehicle will cost more than the $2000 that you are offering. An alternative solution would be for you to transport the vehicle to your location and FIX THE PROBLEM YOURSELF since you are not willing to fund the amount on the estimate.  I await your response.
  
  Very Frustrated Customer                             

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

  
  
  
   
  

  Business Response

  Date: 10/23/2023

  *** - We have spoken to the collision center that we partner with and the scratches originally identified would be repaired for less than $2,000. That is what we are willing to make amends for and compensate for. We respectfully reject your offer to ship the vehicle to NY, fix the repairs and ship back to you as shipping costs alone would be great than $2,000. 
  
  Our final offer of $2,000 stands for the scratches first identified. 

• Initial Complaint

  Date:10/02/2023

  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.

  The worst service I have ever experienced in my life. After spending thousands on my car repair, I was treated with nothing but disrespect. Regardless of the fact, the day after they said the car was fixed and working the starter stopped working again. NO ANSWER from the service aide and when contacted a manager they provided me no solution they said deal with it until the coming Monday. The Monday came and no one would answer the phone. After spending **** to get it fixed and failing to do so they took no ownership and made no effort to follow up. They took my money and ran with it.

  Business Response

  Date: 10/03/2023

  Dear *********, 
  We deeply apologize for the service you received during your recent visit. Your satisfaction is of utmost importance to us, and we understand that we fell short of your expectations. To make amends for this experience, we will promptly reimburse you for the cost of the battery replacement. Our team is committed to improving our service quality and ensuring that such issues do not recur in the future. Please know that we are here to assist you with any of your future needs regarding vehicle servicing or any other concerns you may have. Your feedback is invaluable in helping us enhance our services and provide a better experience for all our customers. Thank you for bringing this matter to our attention, and we look forward to serving you better in the future.
  

  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 tried to get it my vehicle repaired 4 times since I bought the car on 9/30/22. I brought it for service 10/7/22, 12/9/22, 3/3/23, 4/19/23. The problem is dangerous to me and other drivers. Every warning light on my dashboard goes off, and every warning message goes on my dashboard. then, the entire electrical system on the dash and stereo goes dark. This is including the speedometer, so I can be driving in the middle of the highway and all this can happen, not knowing how fast I am going, or if everything within my car is running smoothly. The car was certified pre-owned, yet there is no reason they should have sold this car as a certified pre-owned vehicle since I have had issues since I first purchased it.

  Business Response

  Date: 05/22/2023

  Good morning - We have spoken to *************************. We have set an appointment for the customer to bring the vehicle in this week, to review and get assistance from MBUSA in diagnosing it. We will follow up with the client to ensure satisfaction. Thank you

  Customer Answer

  Date: 05/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I would like to keep this complaint open because they have tried to fix my car 4 times, this will be the 5th since September and it has yet to be fixed.  But they have been in contact with me and are going to attempt to fix the car one more time

  
  

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

• Initial Complaint

  Date:01/11/2023

  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 November 26th, 2022 took my vehicle for servicing at ************* of Rockville Center ********************************************************************************. Upon returning my vehicle on December 19th, 2022 after a long and delayed process. I then discovered my vehicle was ticketed Eight (8) parking tickets violations while at the dealerships. Spoke to the Manager ************************************************* who had no reservation telling me they were not responsible and will not pay those tickets. Despite she agreed at the time tickets were issued, my vehicle was at ************* Rockville Center. Forward three (3) days later on December 22nd, 2022 my vehicle was driven back for problems occurring after I was told everything was done and good with my vehicle. Only to discover after receiving my vehicle on December 27th, 2022 an additional, two (2) more parking tickets were issued again on my vehicle while in the possession of the Rockville Center Dealership. In which they are not taking responsibility for paying those parking tickets.Totaling tickets to Ten (10) in the Amount owed $1090.00 plus interest.It is my urgent request for help in getting ************* of Rockville Center. Take responsibility and own up and cover all expenses incurred for these tickets. To include the cost of all Ten (10) tickets, interest, and any other fees such as legal fees, etc.

  Business Response

  Date: 01/11/2023

  Vehicle was in the possession of Mercedes Benz of Rockville Centre on the dates the client claims tickets were issued. Vehicle was driven to ******************** for door hinge repair and returned, please note mileage on attached repair order as 5 miles. Tickets were issued at a further distance than recoded miles driven while at Mercedes Benz of Rockville Centre.   Client mentioned to service manager that this has happened before but NOT when the vehicle was at ******** **** of Rockville Center. Client was advised to contact DMV immediately for any information.   Vehicle has ******* license plates 

• Initial Complaint

  Date:01/03/2023

  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.

  Purchased a fairly expensive car from this dealership, having car troubles and cant get an appointment when necessary. If my car is not working properly, there is no reason why I should have to wait weeks to be serviced.

  Business Response

  Date: 01/03/2023

   Service management will contact client today 1/3/23 to schedule appointment and address concerns    ********************* GM

• Initial Complaint

  Date:09/29/2022

  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.

  Purchased brand new 2022 S Class. Horrible customer ********************** from ********************** and ********************** they mailed license plates to the wrong state almost got arrested many problems with the car very horrible explanation from Service would not reach out to provide a loaner car I was asked to pick up the car with expired plates no state inspection for three months. I would not recommend to purchase a new car from the dealership

  Business Response

  Date: 09/29/2022

  ***** delivered to wrong address , ***** confirmed the error.  We immediately processed a second set of plates.    Vehicle concerns have been corrected and completed. 9/29        ********************* *** ****

  Customer Answer

  Date: 09/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   Vehicle doesnt have inspection sticker for three months Im using the rental car for over three weeks this dealership has a worse communication with the customer they made me use roadside ********************** to tow it back to the dealership it took three days before roadside was able to pick up the car    

   

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

  Business Response

  Date: 10/03/2022

  Vehicle has been completed , We will reach out to the client and offer to reimburse the rental charges.