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:03/22/2024

  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.

  This complaint is serving as my third attempt to reach ****** ********** *****, Inc. regarding several unresolved issues that I have faced with Mercedes-Benz of Bedford. I submitted an inquiry regarding my concerns at ************************ on 2/20/2024 and wrote an email to ***** ****** on 2/28/2024. At this time I have not received any contact from ****** ********** *****, Inc. regarding my inquiry. I am writing to bring to your attention a series of recurring incidents that have transpired over the past year at your Mercedes-Benz of Bedford dealership. Despite my multiple attempts to address these matters directly with your dealership, as well as escalating my concerns to both the Ohio Attorney General and Mercedes-Benz USA, regrettably, the situation remains unresolved. On December 23rd, I purchased a 2019 Mercedes-Benz C 300 4 Matic from Mercedes-Benz Bedford. During the purchase of the vehicle I was promised 2 keys to the vehicle and a vehicle that met Mercedes-Benz CPO standards. Till this day I have still not received the second key to the vehicle as well as after just 3 weeks of owning the vehicle, the brakes started making a loud embarrassing squeaking noise when I would use them. This squeaking noise wasn’t consistent and because of this I decided to make an appointment with Mercedes-Benz Washington, PA which revealed that the vehicle needed new brakes. After several failed attempts to address these issues with Bob ********, Mercedes-Benz Bedford General Manager, I escalated the issues with the Ohio Attorney General. After communicating with Mr. ******** through the Attorney General, he responded stating he was willing to reimburse the cost of getting a new key programmed as well as brakes looked at and repaired if needed if I provided itemized receipts. I emailed My. ******** the requested receipts on 1/31/2024 needed to reimburse me and have not heard from him since.

  Business Response

  Date: 03/25/2024

  Hello Jesse, 

  Not sure why check wasn't mailed out but put a second check request into our accounting system. The check was cut today and put in a fed ex envelope for two-day. CHECK#****** in the amount of $2,095.54. TRACKING* **** **** **** delivery. 

  Thank you, 

  Bob ********. 

  Customer Answer

  Date: 03/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21417581, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  

• Initial Complaint

  Date:09/12/2023

  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 physically drove my vehicle up to their service department for my fan was coming on and off but my vehicle was fully functional. Gave them a phone number to contact myself or my husband and also said hey their is some water in back of driver seat. they called correct number said it would be 19k to fix and they suggested to contact my insurance company and he was going to speak to his manager to see if their was anything they could do on their side. after a couple months of waiting to hear from them i get a certified letter in mail saying car was being voluntary repossessed so i immediately call and say what in world...to find out they been calling incorrect phone numbers and blamed me for not calling them. during that time me and my husband drove to Bedford over was told the person over our car was not available which was 2 hours of driving their and back. so we we just thought we were waiting on a call back from the them because since it was such a unique situation and so expensive and we have severel other mercedes and somethimes it take very long dealing with service. anyhow, i got the car reinststed and contact my insurance company to file a claim. insurasnce is declining because the dealership states its issue is from after market radio put in over 3 years ago. i call delealership and they say i need to get vehicle off their property and i asked about voluntary repo and if it would affect credit and he said you will never be able to get a loan for mercedes ever in life..i asked him if vehicle is ready for tow and he said yes. so i paid over 300 to get it towed and when it was returned it was returned unfunctionalbe...no front seats completely dismantled and in an unbelievable site for anyone to see. and its not operable now and it was operable when i drove it to their shop. as a consumer i have a right to decline a 19k service fix and my vehicle should work just like it did when i brought it up there. i am thrown to wolves. i need help,

  Business Response

  Date: 09/13/2023

  Hello, 

   

  I want to provide some additional context about the situation from our perspective.

  
  As you know, the vehicle was sent to us from the Mercedes-Benz dealership in Youngstown. We diagnosed a water leak that appeared to be caused by an aftermarket stereo installation. We advised you of this and recommended contacting your insurance, while leaving the vehicle disassembled in our shop to allow the water-damaged areas time to dry thoroughly. This was done with the intent of protecting vulnerable electronic components from further water exposure.
  
  Over the following months, our service team made multiple attempts to contact you at the numbers we had on file, but unfortunately were unable to reach you. With no word from you after several months, we assumed the vehicle was abandoned and began the process to remove it from our lot per our policy.
  
  When you called stating the insurance company was coming to inspect, we were hopeful the claim would be approved so the necessary repairs could be made. After they denied it, we again tried to reach you multiple times without success. Then one day, a tow truck arrived unexpectedly to retrieve the vehicle still in its disassembled state. Had we known it was being picked up, we certainly could have reassembled it for you beforehand.
  
  We have been in contact, but please feel free to reach out to me directly if you have any further questions.

  Customer Answer

  Date: 09/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  my vehicle was not brought to Bedford by Youngstown. I personally drive the  vehicle that I scheduled for my fan coming on and off nit for anything regarding water. The day I drive it up to Bedford for the scheduled service I saw little bit water in back and put in on the note to take a peak at that and left my number to contact me. They called week later tge correct number and said 19k to fix and suggested I contact my insurance company and he said he would talk to his boss on his end to see if anything they could do. After not hearing from them me snd my husband drove to Bedford for more insight on what was going on and they said the person over our vehicle was not available and we left our information again and waited for them to contact us. Nobody ever contacted us we just got a certified letter stating the car was gonna be voluntarily repossessed and I called immediately to see what was going on. To find out they have been calling a number that isn’t ours. I then had to reinstate the car and contacted my insurance company at that time. I drove my car everyday to work just fine and after bringing to them (Bedford ) my car is completely destroyed and returned to me without even a front seat. It’s undrivable.  And it drives just fine when I brought it there for service for my fan. If the technician chose to pull up carpet with risk of destroying the car and cause it to be inoperable that is not the consumers fault.  Obviously whoever responded to my complaint isn’t aware of the fax that occurred because they did not receive my car through younstown. It was scheduled by me for the fan and driven to Bedford by me. My car drove just fine before bringing it to them and as a consumer I have the right to decline if I want to pay 19 thousand to cuz and if I chose not to my car should be given back to me in sane condition I brought. Drivable. 
  
  Regards,
  
  
  
  ****; *******
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 09/14/2023

  Hello,
  
  I have reviewed your account of the situation again. 
  
  If there are any specifics you feel warrant additional discussion, I am willing to address them directly. However, I believe we have made reasonable efforts to respond to your concerns within the constraints presented.
  
  Please feel free to reach out directly if you wish to discuss this matter further. Thank you again for your patience and feedback.

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  

  I am reaching out as I called the BBB on Friday because I was driving when I received the email message last week and when I opened the message and read the first sentence and it was a complete lie and I seen it said I had 30 minutes to respond to the message I pulled over to respond and I didn't have glasses with me and I short texted quickly and upon getting home to read on laptop not only was I like I need to call the BBB because they probably think I'm uneducated with my short handing words and misspellings but also I read the rest of their response and was even more upset because they are completely lying about almost everything so I called to discuss and the woman gave me your email to send any concerns to you.

  
  

  First thing is they did not receive the vehicle from Youngstown due to water damage.  I personally scheduled a service because the cars fan would sometimes come on and off.  I still drove the vehicle everyday just fine.  The day that I had to bring it in for service I noticed a little water in back of the driver seat so when I dropped it off I added to the note since my drop off was after hours as they were aware and directed me to leave vehicle in after hours drop off lot and put key in the after hour box.  So on that note I put my number and my husbands number and added on the note their was a little water in back of driver seat to take a peak.  

  
  

  They then called and said its 19k to get fixed and me and my husband was in shock and said what in the world why?  They said wire harness from water damage by after market radio installation.  I told them that radio was put in 3 years ago so how could it be from that?  He said contact your insurance company and i will speak to my boss to see if anything else could be done.

  
  

  \We didn't hear anything from them as we were waiting to see what was going to be said after his boss knows and so myself and my husband drove to Bedford to see the car and what in world was going on.  They said the person that was handling us was out for the day and we gave them our information and asked or them to contact us.

  
  

  Now here is the only mistake we made as a consumer we didn't hear anything for quite sometime and I should of called but since i have a few Mercedes and understand the service process sometimes is months waiting on parts and the amount was so crazy I just didn't make t6he call I waited to hear from them which i get is a mistake.  Because I then get a certified letter in the mail saying voluntary repo and I was like what in the world so I immediately call and they said they been trying to contact us and we said we have nothing from you and to find out they were calling incorrect phone numbers which is odd since they called the correct number for the 19k quote.  So I reinstated the car immediately and then contacted my insurance company since they said nothing the can do its 19k if you want i fixed.  Now I still think the car is drivable as it was when i drove it there and was seeing if insurance would cover it.  Insurance denied because Bedford states it like that due to the radio installation so I find this out on a Friday evening from my insurance agent and called Bedford myself (which was another lie he claimed they were trying to call us again after insurance denied when they did not even know insurance denied until I called after the Holiday weekend and told them)  So I tell Dave the manager that insurance denied and i had one question for him was if i chose to voluntary repo it will it effect my credit because we have several Mercedes and he said you will never be able to get a loan again through Mercedes.  And said maybe call them and see if something different but we need this vehicle off the property.  I said okay I'll call you back.  I hang up and call the financial side of it and discussed my options with them and then called Dave back the same day and said okay they told me what i should do and is the car ready for tow?  I asked him that directly so thats another lie they responded and said one day a tow truck just shows up,  Complete lie.  I asked Dave if car was their and ready for a tow and he said yes yes it is.  I asked him what time the service department was open until and he said sorry all this happened and we hung up.  He never told me my car was inoperable (he told my husband they could jump it) never said hey your car in not put back together.  He could of said let me check when i asked him if ready to tow but he said yes it was ready.  Once it got here the tow truck driver says hey do you know that your car has no front seat!  And so we got our car returned to us completely dismantled!  And I was in complete shock.  I still cant believe Mercedes Benz brand would ever do anything like this.  Not only dismantled but when we call them they offer to put back together after i paid 384.00 for a tow and if they put back together will my car operate the same way it operated when I drove it there for service?  It is my choice as a consumer if i want to pay for 19k service and if i dont want to cant afford think its crazy to or whatever i should receive my vehicle back the same way I received it.  A working operating car.  It is not my fault that when they diagnosed the car they ruined it.  As the service department should ask the consumer if they want this checked because if we pull carpet it could possibly destroy the car and nothing was said to us. 

  
  

  I attached pics  and the outgoing calls to Dave the day the tow was scheduled since they wanna lie and act like a tow just showed up which is completely false.

  
  

  I want my car put back in the same condition i brought it to them.  Operating and not dismantled.  

  
  

  I wanted this on the email message portal as well and not sure how to upload this message to it.

  
  

  
  
  
  Regards,
  
  
  
  ****; *******
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 09/19/2023

  At this time we have stated everything we can about the issue and have no further updates. Please contact me directly to answer any further questions. 

• Initial Complaint

  Date:10/11/2022

  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.

  On 02/15/2022 our Mercedes was taken to Mercedes of Bedford to try to diagnose a coolant leak & check engine light was coming on. They couldn't diagnose where the leak was coming from but recommended we replace our spark plugs and at the same time had brakes and rotors done. We did this. The check engine light also went off. Upon picking the car up and returning to Erie the check engine light turned back on in the coolant problem remained. We took it to Mercedes Erie on 08/05. They were able to find a coolant leak but could not go any further because the spark plugs the Bedford did needed to be removed. Mercedes Erie would not touch them because they were in so tight at risk doing damage if the spark plug broke off into the cylinder head. Car was towed the same day to Mercedes Bedford. It took 9 weeks to complete the work. The entire head gasket assembly was replaced for the cost of $7432.38. In letting Erie Mercedes know what was going on they wondered why it was not put through under warranty as they do work on our car always. We were not aware we still had an active warranty. We do. Upon contacting Bedford they said they knew we did and they refused to send it through because there are a few aftermarket parts that could not have possibly had anything to do with the engine problem and they said it is dealer discretion and they refuse even though these parts did not cause the engine damage. Car was returned from Bedford on September 30 with NO oil in the car we came to find when it broke down on the highway October 5th after just returning. It was towed back to Mercedes and today they said it suffered a catastrophic failure to the turbo charger now requiring a full turbo charger and most likely full engine replacement. Again, refusing to cover it under warranty. From start to finish we feel confident we can prove the workmanship lead directly to all of these issues and the Dealership is fully responsible. We have complete records and videos. File to large to attach

  Business Response

  Date: 10/18/2022

  Hello Jess. 
  
  Our goal is to strive to always deliver an excellent experience at our facility. As we have discussed, the extensive after-market products/accessories that have been installed on the vehicle in question, have added some complications to this repair. We are certainly doing everything we can to help. Unfortunately, we have been unsuccessful in reaching you lately, so please give us a call back as soon as possible so we can continue to work toward a resolution. 
  
  Bob ********
  General Manager
  ***** ********

  Customer Answer

  Date: 10/18/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  There are NOT Multiple modifications to this vehicle. There are 2 modifications. Again, the first is a catless downpipe and the 2nd is an air intake. Neither of these caused fluid to go into the engine cylinders requiring cylinder head replacement. This has been confirmed by contemporary motor car as well as an expert engine mechanic we have retained should this go further. In order to not submit this work for warranty you must PROVE it was the exact cause of the engine issue. I am sure you know by now that both David ****** and Keith ***** Both have told us this did not cause it. Rather, they stated because there was any modification on the vehicle whether it caused an issue or not it would not qualify to be submitted to warranty which every law and act proves untrue including the Magnuson-moss warranty act. Our local dealership was unwilling to touch this car due to the spark plugs and fear of them breaking off in the cylinder head causing the exact damage we paid $7500 to replace. This work was to take one week for diagnostics and one week for fix and rather took nine total weeks with no explanation. It is our feeling upon removal of the spark plugs they were in fact broke off at the head making this part not warrantable therefore the cost was passed along to us and 2 modifications that had nothing to do with the damage are now being blamed so you do not need to absorb the cost of your mechanical error.  We asked Keith for our parts back and we were refused stating they magically disappeared. On Monday a certified letter was delivered to Keith again asking for our parts and all the names of the technicians that worked on this car. Furthermore when the turbo conveniently blew four days after being at your dealership for nine weeks Keith very bluntly told us the dealership is not willing to do any further work on our car. Whoever would say such a thing unless there is a reason on your end from the first fix knowing it was mechanical error. No one fights this hard to not warrantee a part after being told multiple times it did not cause it. Then going ahead and replacing the part, warranting it with the same two modifications still on the car. Additionally, nowhere on this paperwork does it say a warrantee was available and not implemented. Lastly, no one has reached out to us so it is not that we are unavailable. You sent us an email and we provided you with a Home phone number of ************ and absolutely no one has reached out. My wife works from home and is available at all times.
  
  
  
  Regards,
  
  
  
  **** ****
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 10/25/2022

  Hello. We are working with Mercedes-Benz USA directly on any potential resolution scenarios, as well as communicating with the customer on updates. We will continue to do so.