ComplaintsforMercedes Benz of North Olmsted

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against Mercedes Benz North Olmsted, specifically regarding the unsatisfactory service with Service Advisor Sean C******. On 11/14/23, I picked up my Smart car, and the encounter with Mr. C****** was notably unprofessional. Despite attempting polite conversation, my efforts were disregarded, leaving a negative impression of customer service. Moreover, the dealership informed me on 11/10/23 (funny enough, my birthday) that no loaner cars were available for the next two weeks. However, upon entering, I observed them actively issuing loaner cars to other customers. This inconsistency raises concerns about transparency. Before meeting with me, Mr. C****** engaged happily with another customer. However, when assisting me, his attitude shifted dramatically, appearing disinterested. This unexplained change left me feeling undervalued and upset. The service on my Smart car involved replacing the muffler, which fell off after hitting a pothole, likely due to rust. A new Smart exhaust is approximately $399, yet I was charged over $1000. The discrepancy, over $600 for labor and taxes, raises concerns about pricing fairness and transparency. These issues collectively reflect poorly on Mercedes Benz North Olmsted's business practices. I expect transparency, professionalism, and fair treatment as a consumer. I am bringing this matter to the Better Business Bureau, hoping for a thorough investigation. Your assistance in facilitating a resolution and making other consumers aware of potential concerns is appreciated.

  Business response

  11/16/2023

  3 issues to respond to

  Loaner cars. Disinterest, Cost

  Client did not have an appointment, car was towed in. Loaner cars are given to appointments made from 2-3 weeks prior. We do have limited number of cars to loan

  Client did not have an appointment, so Sean was in the process of finishing with a client that had an appointment that day. Will discuss with Sean on attitude internally to insure exceptional customer service. 

  As evident of clients invoices and repair paperwork client attached, client approved all the work prior to us performing it. So client had the option to decline the work based on price, but that did not come up. 

  there might be aftermarket parts or similar available online to buy at a discounted price, but we only provide factory original parts. Muffler was $526.96, Labor to remove old rusted muffler and install new one was $396, tax and shop supplies were $111.88, for a total of $1037.84 which client approved prior to repair. 

  Client was advised of a leaking axle as well but declined that service. 

   

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a car from Mercedes Benz of North Olmsted November of 2022. I have not had this car a full year yet before i started having issues. I purchased an extended warranty so that my car is covered for any repairs. I had my vehicle towed to Mercedes on Aug 9th only for them to tell me Aug11th they can't fix it because they don't have a mechanic that fixes Jaguars they suggested that I tow it to a Jaguar dealer, I then towed it to Jaguar of Solon on Aug14 they didn't get to me until Aug 17th they said the problem was the Telematic module part# ******** my warranty covers it however the part is on back order. They allowed me to think for 4 weeks that the part was coming, and it was just on back order, I called Jaguar of WestSide and had them look up the part they told me that part is no longer available the manufacture no longer produces the part. I said well Solon Jaguar said its just on back order what's the likelihood of me getting this part he said never because no one is making it anymore, I contacted several other dealers just to get a second opinion and they said the same thing. I went back to Jaguar of Solon and said why did you have me thinking it was just on back order, they then admitted it could take months to years to obtain a part if ever and they refuse to use a used part because once they are programmed to a specific vin they will not re-write and there are no returns on the used PCMS. So now I have a car loan on a car that does not work. I went back to Mercedes for some sort of resolve they basically said we cant help you. Ask Huntington bank where I have the loan what options I have they suggested Substitution of Collateral but Mercedes said no you don't qualify for that. So I'm stuck with a Lemon I know I qualify for the Used Lemon Law Mer Benz needs to make this right. I have not had the car a year, they need to buy this car back and they can wait on the part for years. Fed Law says that a Manufacture has to produce parts for 10 years.

  Business response

  09/21/2023

  I understand the frustration. I will try and get in touch with Jaguar Corp to get some insight on the best course of action. I understand we sold the car, but we could have not foreseen and issue like this

  Customer response

  09/21/2023

  [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 ********, I look forward to hearing your resolution. Even though you could not for see this happening this situation should still qualify for the Used Car Lemon Law.  I have had the car for less than 1 year and it also is not my fault that the manufacture no longer produces the part which by Federal Law says they have to produce for at least 10 years and my car is only 5 years old.  I have taken the appropriate steps to ensure that the car could be fixed should there be any mechanical issues, I purchased the extended warranty, I took the car to a Jaguar Dealer my warranty is willing to cover the part, but the issue is that the part is not accessible.  Which is NOT my fault either.  So there needs to be some sort of resolve.  Mercedes Benz can afford to sit an wait for a part to come available at some point (per the Jaguar dealer Months to Years) I have not had a car in over 8 weeks an no one seems to be concerned with that neither dealership will even provide a Loaner while the situation is worked out. I am still expected to continue paying on a loan and NO CAR, So it seems that I am the ONLY one taking the loss here.  I await some sort of resolve from Mercedes Benz.
  
  Regards,
  
  ******* ****
  
  
  

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new car. The car is a six figure car and had multiple scratches. Seller did not disclose the scratches prior to selling GLE couple. Seller did not offer any credits for such behavior.

  Business response

  05/04/2023

  Car came from Factory with a couple of scratches. We did fix all the scratches and offered a courtesy paint protection film which we added to the car. 

  Customer response

  05/04/2023

  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.

   

  Business  did not disclose this info and they were aware of it. I am requesting additional credit. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *********** *********
  
  
  
  
   

  Business response

  05/04/2023

  I am sorry the client does not agree, But the return of the car is not an option on the table for minor scratches that were already taken out. 

  Customer response

  05/04/2023

  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.
   The business knew about scratches in a brand-new car. They never disclosed it. If I had not discovered it, they would not have informed me. This is very concerning behavior from a luxury brand. 
  
  Regards,
  
  *********** *********
  
  
  
  
   

• Initial Complaint

  07/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased my 2017 Nissan Armada from Mercedes' Benz of North Olmsted in February of 2022. They While we were signing the papers to take possession of the vehicle we found a serious power steering fluid leak. We told them we didn't want to the vehicle if it had a power steering leak. They said they would take care of ANY issues with power steering just to get us to sign the paperwork. Which was a lie. They diagnosed the car with a deteriorated power steering hose, they ordered a new hose and they replaced it and said it was fixed. Then on June 20th the car's power steering was making a loud howling noise. Upon checking there was no power steering fluid in my car. So the issue was never actually corrected 4 months prior. Now they have replaced the same hose for a third time and it is still leaking much worse than before. They had our car 5 days and did not give us a loaner because we do not drive a Mercedes. They also claimed to have flushed the system and replaced the fluid. Since they did this the power steering is now completely failing and a car we pay $620 a month for has NEVER been reliable. They know there is still an issue with the car leaking power steering fluid worse than ever and gave us the car back saying there is nothing that can be done on their end. That WE just need to take it to a Nissan dealer and pay to fix a repair that should've been done BEFORE the car was even sold. I spoke to the GM Mike **** who is basically telling us doesn't care if the car is unsafe for us and my 2 year old child. If the power steering goes out while I am driving it would be very dangerous and result in us crashing. I need them to pay to have this car fixed by Nissan since they cannot fix it and should've had this fixed before selling it to us. They cannot sell broken cars to customers and then just say oh well your problem now.

  Business response

  07/22/2022

  The initial issue was fixed back in March. This is now 5 months later a different issue that is causing the leak to come back. Client purchase a used car with "AS IS" Condition. Refused to buy a warranty. We are not a Nissan dealership and can't diagnose the issue inside the engine. But we did make an appointment for her at the Nissan Store to give her the proper diagnosis. Once we know what the real issue is, we will communicate to client. 

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It is with trepidation that I write this letter, because of its untimeliness. It took this long to find the words. I witnessed a questionable business practice when I purchased a vehicle on line from North Olmstead Mercedes dealership in Cleveland, Ohio. Because it was from a dealership, I fell confident that it would be well maintained and inspected. It is a 2015 four door sedan E350 Mercedes. After the necessary negotiations, on June 17, 2021 I drove to Cleveland to take ownership of the car. I met the sales agent, Donald L****** who was most professional and helpful throughout the purchasing process. I declined an costly extended warranty but the 30 day or 1,000 mile power train warranty was not discussed. It wasn't long into the return trip that I recognized erratic shifting of the transmission. I continued home with the silly hope that it would rectify itself. A few days later, I explained the situation to Mr. L****** and then asked to speak with his supervisor, Mr. Matthew J******. He suggested that I take the vehicle to my local dealership to have it evaluated. Limping with the car until July 9th I left it at the dealership for a total analysis. After weeks with a rental car. on July 24th, I received the estimate of needed repairs totaling approximately $11,000.00. This included a full transmission, the center section of the exhaust system, motor cam covers and magnets, front and rear brakes, tires, removal of the tint on the windows and left front door frame seal. Awestruck, I sent the work order to North Olmstead and requested that they assist me in returning the car to a reasonable condition for driving. My request was denied. If I were aware of the 30 day power train warranty, I would have watched the mileage and gotten it back to the dealership on time. However, the car was stilll at the dealership on July 30th. Besides, it would have been unsafe to drive 400 miles with the transmisssion. North Olmstead offered nothing in the line of restituion which was bizarre. I feel that at least they should have been willing to cover anything related to the state's power train warranty. Also, the fact that I was sent off with a faulty transmission into the throngs of the fast Cleveland traffic was unconscionable. They put my cousin and me in potential,danger with no regard for our safety. There must be more accountability and ethics in the world and in their dealership. I will accept the fact that I could have made better decisions but the stress I was experiencing was palpable.Unsure of what to do left me feeling abandoned. The behavior shown by Merecedes of North Olmstead lacked compassion or understanding. In total contrast, the staff at ******** ** ******* could not have been more sympathetic to my situation. Their willingness to assist and guide me as I navigated through this unfortunate situation was truly stellar. Mercedes' trademark is excellence in quality and sendee by people who are innately good . Instead, I received a cold and dismissive attitude from their administration. This is unacceptable and deserves your attention..I deserve more. Professionally, I am a retired teacher and administrator with a Doctorate in Education. Please do what you can to bring some equity to this situation. For more information, please contact me at ***********. Thank you.

  Business response

  12/09/2021

  The car acted on day 30. That's when the client called us. It does not need $11k to operate. The dealer quoted additional work on top of the transmission. Tires and brakes were in the quote. As per the agreement the client signed and was FULLY aware of. We provide a 5 day return guarantee and 30 day trade in.  She was offered the trade in value based on the condition of the car.

  At the time of sale, she was also made aware that this is an AS IS SALE with no warranties on the car.

  Client was also provided with an option to purchase and extended service contract, but she declined all coverages. 
  

  All paperwork is attached to confirm. 

  Let me know if you need anything else. 

  Matt Y******

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about September 20 or 21st of 2021 I took my 2014 Mercedes-Benz E3 50 sport with the AMG package to Mercedes of North Olmsted I needed to have my passenger rims repaired for some scuffs I took my vehicle up there to have the rims were paired machine painted etc. I had to bring my vehicle back up there because of the horrendous job that they did on my rims totally butchered my rims since then I’ve already returned three times to try to get this issue resolved they take my rims again and that even a worse job than the first time the rims are chipped they took chunks of the rims out really bad I’ve been trying to get a hold of the GM for some odd reason I cannot get a hold of him he’s out of town or meetings I spoke to the sales manager he assured me that they were going to take care of this they haven’t they called me back and offered me $365 which is what I paid to have my rims repaired and rims that are worth $1250 I will not recommend Mercedes Of North Olmsted to anyone

  Business response

  10/07/2021

  Ryan with the company gave response by phone to BBB employee (ka):

  We use an outside company called ***** ***** to fix the wheels.  They repaired them to the best of their ability and then we brought it back a second time, he has machined wheels and they tired to machine one of the wheels and he wasn't happy with that or the other repair.  So, we offered to get his money back which he said that was unacceptable.  From what our wheel company is telling us, there's not much more they can do with them but are willing to take one more look at them.  Which is scheduled for next Tuesday, October 12.  The owner of ***** ***** is in jury duty this week and wasn't sure if he was going to be available to speak with Mr. ******.  

  We've already offered giving him back his money since he wasn't happy with the repairs and he said basically that was unacceptable without telling us anything else he wanted.  I'm assuming he wants us to buy wheels for him which probably is not going to happen because the wheels were damaged when they came in and they looked way better after the fact.  But, he's not happy that they are not completely perfect.  Nothing justifies he paying for new wheels for him when they were already damaged when they came in here.  We made them look a lot better.  

  Customer response

  10/13/2021

  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.]
  
  Regards,
  
  *** ******
  
  
  
  
   

*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. ↩