ComplaintsforMercedes-Benz of Boerne

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 3,2023 I called Mercedes Benz Of Boerne to set appointment to check my sunroof that does not open. Next day service advisor ***** De La **** called me to set a appointment for July 7,2023. She ask me if my car was still under the manufacture warranty I said No that I have purchased the Carefree Car Protection ( Platinum with a $100.00 Deductible) That they offered me when it was time to refinance my vehicle with them Mercedes-Benz. She told me the I would have to pay my $100.00 deductible and $249.00 per hour to the technician in case the warranty did not covered reason that the policy have changed this year 2023. I did told her that I purchased my Carefee Car Protection in 03/21/2023 and that was not stated in my contract of any further change or extra charges of paying the technician. I told her that I would talk to her in person when it was time for my appointment. I took my vehicle July 7,2023 ***** De La **** was not there for my appointment I spoke to another service advisor by the name of **** he told me that he was not sure that I would have to talk to ***** about the new policy charges. I left my vehicle there later that day ***** called me explaining that they would have take the sunroof apart and to diagnose to see what is the problem she told me that it could take **** hours at $249.00. I told her that was not on my contract. I ask to take to Service Advisor Manager and they called me back on speaker phone. ****** and ***** both taking over me and told that I would have to pay the technician no matter what. I got so upset and told them thanks that I would pick up my car they still charge me $99 technician fee. I also called the office in Financing with ****** the person that offered me the Carefree Protection and he was surprise about the charges he told me he was not aware. I want to resolve this issue by Mercedes-Benz to fix my sunroof at no charges for me to pay any technician only my $100 deductible fee like stated in the contract.

  

  Business response

  07/15/2023

  Thank you for sharing your concerns.

  I will make inquiries this coming week to see if the sunroof is covered since it's considered a wearing item even under the Mercedes-Benz extended warranties.  I will also discuss your visit with ***** and *************

  Thanks

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

  Customer response

  07/17/2023

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

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February of 2023 I submitted a cancellation of the Mercedes-Benz new ************************ Warranty after trading my 2021 Mercedes AMG 53 (****** miles) for a Mercedes EQS 450. I followed all of the directions and waited 45 days as instructed. I received a check for $354.80 which was inaccurate as I was supposed receive a full refund of $4,650. In April 2023 I called Mercedes Benz of Boerne as spoke with ****** in Finance who confirmed it was the wrong amount and called Mercedes to confirm the amount owed was $4,650. I then waited another 30+ days and received no update nor correspondence. In June 2023 I called MofB and spoke with **** in Finance and he attempted to connect me with the cancellation department who said they cannot help. I paid for my vehicle in cash including the warranty and I expect a correct refund in a reasonable time frame. It is now more the 75 days and I am no closer to getting this resolved. I should not be put through this inconvenience when I just want what is rightfully owed to me.

  

  Business response

  08/28/2023

  Unfortunately we have had issues in receiving this complaint, however, I have forwarded to the Finance Director, *************************, to review this file and determine how the proration was calculated for this service agreement. 

  UPDATE

  This a Mercedes-Benz issue and evidently it was miscalculated. ****** is in contact with both you and Mercedes-Benz for a quick resolution.

  My apologies for all delays.

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

  GM

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 Mercedes GLE 350 SUV on 1-21-2022 from Mercedes Of Boerne. Big Mistake. First problem was with the finance man doing what he wanted and not what we wanted. The vehicle has had nothing but electrical problems since the second week we had it. It has quit charging the battery, Radio does it's own searches and changes channels, Heater blows hot air through dash vents, motor dies on its own when stopped as if you pushed a momentary kill button, even has died pulling into the garage while still moving, hesitation when leaving a stop, driver seat cover keeps staining and a Resist-all treatment was pushed on us at sale that is a rip off. New seat cover bottom ordered in Nov 2022. Finally came in and was installed 1-23-2023, and I have driven vehicle 4 time for about 600 miles and seat cover is staining again. Resit-all is junk, does not work. When vehicle was in for ***** service and trying to get above problems repaired again, the "Tech"? managed to ruin our gas mileage. We went from 31 mpg on Interstate to barely 26 and from 27mpg on other roads and city to barely 22 now. This vehicle requires Premium fuel. We had **** miles on the vehicle when they ruined the mileage. We got the vehicle back Nov 16 with nothing fixed and more problems created. I have talked to *********************** several times and that is a waste. Service treats you like trash and *** will not put down what I tell her is wrong. Woman saying she is service manager nasty to us. "Tech" that does not know what he is doing and can't fix anything. Always "cannot duplicate the problem" This dealership just gets you money and you are an annoyance to them after that. I have never seen a dealership with a ************* attitude like this one. My wife and I watched a tech pull a vehicle into the shop stall and could not open the hood and had to get another tech to do it. Must be tech we have. No dash display, does not light up at all at times $81,218 piece of junk by Mercedes Benz. Buyers beware of both.

  

  Business response

  04/19/2023

  Mr. ***** Mercedes-Benz is under factory warranty and his complaints in general deal with the product and the issues he has experienced.  Our technicians have tried to duplicate his concerns but have not found those specific problems. He was last here on Feb 9 with the mileage issue, the radio issue and AC blowing hot when vehicle in reverse and finally the seat cover replaced under warranty.  Unfortunately again we could not duplicate these conditions.

  Here are the options.

  Bring the vehicle back for further testing. We would need to drive vehicle on longer runs to try and duplicate concerns.

  Contact MBUSA and file a complaint on this vehicle. That would entail further diagnosis from MB technical support.

  With regard to repair refunds, ************ has spent $600 out of pocket for a tire and an A service.  The seat cover was covered under the Resist All Warranty.  I am more than happy to refund this expense of $600.

   

  I do apologize for the experience he received from the Finance Manager and assure you that is not the norm here at Mercedes-Benz of Boerne.  

   

  Thanks

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

  GM

   

  Customer response

  04/19/2023

  Complaint: 19640412
  
  I am rejecting this response because:    This Dealership,  from the management at the top to the service writers treat you like dirt. Nothing will get fixed and just more miles put on the vehicle. More waste of time. This reply is just a delay tactic in their harassment of my wife and I. Amazing, *************** finally replied to BBB and would not to me. He now knows we have been done wrong and our vehicle not fixed. There are more problems with this vehicle than he listed.   Can *************** find someone in that shop that can fix a vehicle, and not the tech that has done nothing to fix the vehicle.      Can He guarantee the vehicle will be fixed?
  
  Regards,
  
  *********************

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2016 Jeep Grand Cherokee from Mercedes Benz of boerne in boerne *****, in September of 2022.when I test drove the car it ran fine except when it came to a stop the car would shake pretty hard The sales man assured me they would Have it fixed before I bought it.after I bought the car it still had the problem and the check engine light came on 3 days after i took it home . They said they would put in the shop to get fixed, and it took them 25 days to get it to the shop. They fixed what was causing the check engine light but again didnt fix the shaking of the vehicle. And when I got the car back the alignment was way off.. when I talked to the salesman who helped me he said our business was done.I went and talked to the manager and they said they would put it back in the shop to get fixed but when they finally figured out the problem of the vehicle they refused to pay to get it fixed. The whole process of this was 2 and a half month of dealing with them. Each time I tried to call the manager and talk to him about it he didnt awancer his calls or call me back. I would have to leave work and go talk to them and loose out on money that I could have made if I stayed at work The whole process has been so stressful and each time I go try to talk to them they make it seem as if Im inconvenience to then .I just wanted a safe vehicle for my wife and kids to get arround in and no Im stuck with a car I have to put money into to fix It would be great if u guys could get ahold of them to help me resolve this situation

  Customer response

  12/27/2022

  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.

  
  Thank you for responding. Mercedes benz needed up contacting me regarding the review. I missed the call and tried to call them back, they never called back. I ended up having to drive to the dealership to talk to the manager and we ended up resolving  the situation. Thank u for your help.

  
  Regards,
  
  *********************

• Initial Complaint

  08/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On May 10th while driving on I-35 Texas highway, apparently an object or large rock hit the panoramic sunroof of our 2015 Mercedes Benz CLA 250 and shattered the whole glass, my daughter and wife were in the car with my wife driving. They described the sound as if a gunshot. She had SAPD meet her at a gas station as she thought someone has shot at the glass, but officer confirmed that indeed there was proof on the right corner of the panoramic sunroof had an area where something hit it and caused the glass to shatter. On May 23rd my, my wife took the car to the Mercedes Benz Boerne Service Department located at ***** ***** ******* ** *****. She spoke with the Service Manager or Director Mr. ***** *****, she explained the situation and wanted to know if filing a claim would be faster or have the car fixed on a cash option. His response was she was “well you out of luck either way, if you file with *********** *********, we would not be able to fix because Progressive only pays $50.00 labor cost per hour and our labor cost is about $150.00 per hour” so my wife asked what about if we pay cash? He stated it would be around $3,000 dollars. She asked for a detailed breakdown, and we would pay cash and settle with our insurance later, but we need a drivable car at this time. His attitude was very rude, interrupting her several times, very condescending and unprofessional, he stated that he would not give us an estimate anyhow because he would not be able to fix it any way an any and he did not have the parts available or the glass anyway. She was flabbergasted with his answer, so she asked him what we are supposed to take the car to get fixed, he stated that was not his problem and to take it to a shop that works on Mercedes.

  

  Business response

  08/22/2022

  This issue is a factory parts availability issue and has nothing to do with Mercedes-Benz of Boerne. Please contact Mercedes-Benz USA and open a case regarding the panorama sunroof glass availability. Additionally, this has to be installed by a certified MBUSA body shop. 
  We would love to help, however, your complaint is mis directed. I do know you spoke to Mr ***** today and he is willing to address with area representative.

  I also know that your insurance company is willing to settle this case which I highly recommend as we have no available date on panorama glass at this time. 
  

  thanks

  **

  GM 

  Customer response

  08/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17748698, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Dr. ****** *******

• Initial Complaint

  08/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello, we came into Mercedes-Benz on August 20, 2023 and we’re help by sales manager named **** *. We were initially reluctant to come because we had received feedback that this dealership marks up vehicles and is not always fair to customers. We wanted to make our own assumption therefore visited the dealership to explore inventory and learn more. We are expecting our second child and had explained we were looking for a SUV with three rows of seating. Before getting to the dealership we had seen the GLS posted for $93K images attached for reference. We spent over an hour at the dealer looking at vehicles and sitting in the exact GLS only to find out that the price was significantly higher. We felt that this was a bait and switch and that the dealership would rather sell the vehicle to someone else and make money then honor the online offer as it was advertised. We felt this vehicle had ticked the boxes however cannot trust Management or our sales representative. We kept getting the feeling that they would rather sell it to somebody else and make a profit then allow us to purchase the vehicle. To make matters worse they then looked up the MSRP and explained the person that bought the vehicle prior. Stated her last name, as “*****” had purchase the GLS as a replacement until her Marbach could come in. They had just got done telling me they don’t mark up from the MSRP yet showed us the sale price in comparison to the MSRP. There was clearly a mark up from $103K to $107K. We obviously still want a vehicle for our family with three rows and convinced ourselves that Mercedes was the way to go. We would like Mercedes of Boerne to make this right and honor a similar vehicle with a better price so that we can clear up this situation and be loyal customers. The floor manager **** made me feel incompetent instead of trying to make it the situation better. I was not upset, I felt like I wasn’t being treated with fairness and there was dishonesty going on. Please help!

  

  Business response

  09/02/2022

  Mercedes-Benz of Boerne has worked with consumer and we have arrived at an agreed vehicle and cost. Customer is taking delivery tomorrow. 

  Thanks

   

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On may 2nd 2022, I was unfortunately take advantage of by the service department at Mercedes Benz of Boerne. My car was towed in needing a SAM module (similar to a circuit board), I provided pictures of the part April 28th as well as an explanation stating it was that part which was faulty because of corrosion. They told me I still needed to pay a diagnosis and have them find the "real issue." After this it was determined by them that it actually needed a new starter ($2,500) they guaranteed me this would fix the no start issue. Once that part was put it in, the issue of course was still there so they recommended a new battery and a new key stating this would for sure fix it (another $1,800). After these parts did nothing to fix the issue it was finally determined my car did in fact need a SAM module as I originally stated from the beginning. My service advisor apologized and accepted they were wrong from the start and told me they would make right when it came time to pay. The part it needed as I originally stated was $400. When it finally came time to pick up my car they told me I was still responsible for the $4,416 dollar bill even after proving indisputable evidence that the original key, starter, and battery were still in perfect working order. At this point we were arguing over how unfair I was being treated and tensions were high, it was then they gave me an ultimatum that I either pay the tab then and there or my car will stay overnight with the mechanic "and his tools" implying he could do whatever to my car if I didn't pay then and there. When I returned the next day the manager agreed that I was in the right but only offered to refund me $600 for the new key. I've heard many stories of this dealership in particular taking advantage of customers but have never had any issues myself in 10 years working with them. Now I understand the other complaints and I'm going to do everything in my power to make sure no one else gets taken advantage of like this.

  

  Business response

  05/06/2022

  05/06/2022

  The complaint has been received and I have asked for all repair records to review with the service director, ***** *****, and the shop foreman **** *****.  We will have a response early next week.

  Thanks

  **

  **** ******

  GM

  Mercedes-Benz of Boerne

*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. ↩