ComplaintsforMercedes-Benz of Rockville Centre

• Initial Complaint

  12/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  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

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  01/03/2023

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

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  10/03/2022

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

   

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 16,2021 I had an appointment to service my car at ******** **** in hopes that they will fix my blind spot operator but on December 17, 2021 my car was ready for pick up. The service department texted me saying that they ordered the rear radar sensor and wire harness for the blind spot concern. The company told me that the part was on back order from *******, it is now July 27,2022 and I've contacted ******** **** on 02/17/2022 when I spoke to a gentlemen he told me that he only sees the harness but not the rear sensors. I was really frustrated because I thought I already paid for the part but on 4/8/22 I was finally able to speak to a manager by the name ********** which told me that the part wasn't paid for but it was covered under warranty and shell proceed to reorder the part once again because she doesn't know what happened to the parts that were ordered before, she also told me that she will contact me when the part was in here It is now July 27 and I still have no update on the car sensor I spoke to another associate by the name of *** on 07/25/22 that told me that he was unable to see an order for the rear sensors and he will proceed to reorder it again. This is the 3rd time that the car part was ordered and it has been 2 times that I was told that there were no documents of the part being ordered. It has been a nightmare and very unsafe driving the car due to the sensors being out I bought this car because of the luxury safety features but the car has been really unsafe especially if another car is in my blind spot and I am changing lanes. The manager still hasn't contacted me back and the lack on empathy the company shows is really distasteful and bad for business. In the future I would never get another car from this company because of the poor customer ********************** and headache that I've been enduring.

  Business response

  08/01/2022

  Part required for repair has been on Backorder since April,  Service advisor will communicate with the client to keep updated as when we can expect the part.     ********************* General Manager.

  Customer response

  08/01/2022

  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: 

   

   My service was done to my car in December of 2021 we're in 2022 everytime I call they told me that they didn't see the parts ordered at all

  
  

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

  Business response

  08/02/2022

  Part has been on back order with Manufacturer  , We will alert the client as soon as the part arrives and make the necessary arraignment's to complete the repair ASAP.  As mentioned in previous Email we will update the client with estimated part ETA  times .

  Customer response

  08/03/2022

  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

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealer sold me a 2021 vehicle without a chip. I have waited for this for over 7 months and no one ever seems to know as to when they will resolve this. The dealer clearly took the money but their service is the worst and the manager that I spoke to didnt even know how to explain or resolve this issue. I also told him that the doors do not lock and he didnt even acknowledge the issue and continue to my next question without offering an option to resolve the issue.

  Business response

  04/20/2022

  ********************* Gen *** has attempted to contact ****************** on 4/13   4/15  via phone and Email .  Attached is the Vehicle acknowledgment /disclosure form that ***************** signed accepting the vehicle without the Hermes Module.  ***************** will be notified when the module is available to be installed in his vehicle.

   

  Customer response

  04/20/2022

  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:

  I have been waiting for the chip for almost 7-8 months now. I want to trade-in my car and need this ASAP. So let me know a date. I cannot continue to wait. 

   

   

   

  
  
  
   
  

  Business response

  04/20/2022

  I would like to speak with ***************** and will contact him via phone and Email  

  Customer response

  04/25/2022

  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:

  The business has not given me a date as to when they will have the chip. I need the chip so I can trade my car and this has become an issue for me. Its been over 7 mo the so I will not accept your attachments, what I want is the CHIP!!!

   

  
  

  
  
  
  
   
  

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2021, at the recommendation of an alleged highly rated service professional at ******** Rockville Center, I purchase and had installed 4 tires for my 2018 GLE43. Since the installation, I have made several calls to the service advisor's line to remedy issues I have been experiencing with instability of the vehicle to no avail.Due to the non-response from Rockville Center, I was forced to take my vehicle to another another ******** franchise -- luckily I did because they made the discovery that the incorrect tire size was installed and that was causing the skipping, jumping, rear swaying and other hazardous driving conditions. I contacted ********-**** *** and they weren't helpful at all, telling me that they would have management at Rockville Center contact me to rectify the situation within 2 business days. That was in February 2022 and I am still waiting for Rockville Center to right this wrong. Meanwhile, every day driving with these incorrect tires on the vehicle is doing damage to the suspension and probably other things, which are no longer under warranty, but had the business addressed my concerns given the many attempts they were given, I would be in a better position as a consumer.

  Business response

  04/07/2022

  ********************* General Manager at Mercedes Benz of Rockville Centre has contacted *** ****** on 4/7     ********************* has offered to replace all tires at no cost to  *** ******.  *** ****** has accepted this offer and will advise a best date to drop off the vehicle at Mercedes Benz of Rockville Centre. **************** will be provided a loaner car for the day of the repairs.

*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. ↩