ComplaintsforMercedes Benz of El Paso

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brought in a vehicle to the service department on the 21 of march in 2022. Was signposted with faulty valve system. And a couple of the codes for open circuit in transmission. The vehicle sat at the Mercedes dealership from mar to nov without any issue being resolved. Before the vehicle was picked up a conversation was held with ***************** and someone who is helping me get this sorted. This is where ***************** said that it is just a reprogramming that is needed and that more than likely any other shop would be able to do it. So this is where the vehicle was picked up and taken to another location where it would be programmed and fixed. But the second shop was not able to complete this because of the same open circuit code on the transmission from before it was dropped of at Mercedes Benz of El Paso. So then the second shop got in contact with my warranty and had an appraiser come out and it was confirmed that this was the issue. But they did not allow for the second shop to work on it because Mercedes Benz of El Paso had already received full payment for the I completed work. So now the vehicle has been sitting and we are currently waiting for ***************** to contact the warranty to see what can be done. Which has been happening since earlier this year in April. ***************** says it is taking long because he doesnt have enough time for the 30 min holds while reaching out to the warranty. While this is happening I have tried calling, emailing and even having someone go into the Mercedes Benz dealer to ask for updates but there has still yet to be any updates or any proper communication with *****************.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  If you really want somebody taking care of your car, don't take it to this dealership. They will take months to get things done, horrible customer service and no sense of urgency in any way for their clients. We are on the second month and my car still on service. They have the parts they need it for the repair on the 3rd week. No ETA completion time, my service advisor told me that I was lying because a service manager call me to tell me the car should be ready last week, demanding for the name of who call me from THEIR DEPARTMENT, I asked for a manager they told me he will call back its been a week and nothing still waiting for the manager. We are on the second month my car cannot be sitting there without you guys getting it done, while the car is sitting there and the parts sitting there. Im making my monthly payments on my car and finding different ways of transportation, no loaner car was provided. Nothing. I'll not call anyone at the dealership. I'll direct my complaint directly to upper management. Im waiting for you call.

  

  Business response

  04/26/2023

  Let me look into your concern and I'm sure we can get you some updates.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern,I ask for help with the up most urgency.After servicing my vehicle at the Mercedes-Benz dealership the vehicle began to show signs of complications, resulting in the vehicle to overheat.We once again had to service the vehicle,yet the vehicle continues to have issues.This is the third time I have serviced the vehicle for the same complications.Futher More I have being trying to get in contact with the Mercedes-Benz dealership but they no longer answer return my calls. My vehicle is currently getting serviced again. Ultimately I do not consider the situation in which the Mercedes-Benz dealership has put me in to be fair or just specially after being billed for the same complications it continuously has and still have not been resolved please contact me at your earliest ***************************

  

  Business response

  04/12/2023

  I would be happy to look into your situation and see what we can do to help get your vehicle fixed properly. Having the car fixed and back on the road is our goal. Vehicles are complicated and one repair might not fix the whole problem. I do not know the age, mileage or background of your vehicle but I will look into the situation and have our team reach out to you for solutions. 

  Customer response

  04/19/2023

   I am rejecting this response because:
  The problem was not solved, i payed $1300 to "fix" the wrong thing that was not wrong with the car.

  

  Business response

  04/21/2023

  It's my understanding that the vehicle was fixed and the customer has taken delivery of the vehicle. Now there is an issue with a seat belt that was not included in the scope of work we provided. We opted not to install anymore aftermarket parts for the customer.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mercedes Benz dealership in ******* is refusing to service Mercedes Benz vehicles that are older than 10 years if vehicle has not been serviced by them during that time.That is blatant discrimination towards Mercedes Benz owners with older vehicles causing undue burden and added cost to own a Mercedes Benz vehicle. Nearest Mercedes Benz dealerships to ******* are located in ******, ** or ***********, **, 4.5 hours away.Having moved to ******* only few years back I am unable to obtain dealership service that I require for my vehicle.

  Customer response

  02/01/2023

  Clarification in this matter:

  I was refused a service appointment at ******* Mercedes Benz dealership that I requested over the phone because of the below mentioned ******* Mercedes Benz  policy. My request for service appointment at the service department was denied and I was discriminated against since my Mercedes Benz was older than 10 years.
  Mercedes Benz dealership in ******* is refusing to service my Mercedes Benz and other Mercedes Benz vehicles that are older than 10 years if vehicle has not been serviced by them during that time.

  That is blatant discrimination towards Mercedes Benz owners with older vehicles causing undue burden and added cost to own a Mercedes Benz vehicle in *******. Nearest Mercedes Benz dealerships that will service all Mercedes Benz vehicles are located in ******, ** or ***********, **, 4.5 hours away from *******. Having moved to ******* only few years back I am unable to obtain dealership service that I need for my vehicle. According to local repair shop, International Foreign Automotive that provides repairs and maintenance for foreign vehicles, they cannot perform all required maintenance on Mercedes Benz vehicles since Mercedes Benz refuses to sell them required tools needed to perform certain maintenance related items on Mercedes Benz vehicles. I have never experienced this type of discrimination from any Mercedes Benz dealership and I have owned 3 Mercedes Benz vehicles thru the years.
  

  Resolution requested: ******* Mercedes Benz must provide service appointments and perform requested maintenance to service my vehicle and service all other Mercedes Benz owners also who require service appointments and vehicle maintenance in *******.
  

  

  Business response

  02/03/2023

  Unfortunately this is an internal policy, we have the choice to not service vehicles over this age. We have not serviced this vehicle before and we have no history of the vehicle. If we had been servicing your vehicle throughout it's life we would service it. Since we are inundated with work and do not have the staff to service this vehicle this is a choice we have made. Your vehicle is no longer under any manufacturer warranty and we are not required to provide you service according the the manufacturers guidelines. We are not doing anything wrong in the view of Mercedes-Benz of ***. I apologize for your inconvenience however there are independent shops that specialize in these older vehicles. 

  Customer response

  02/03/2023

   I am rejecting this response because:

  You have serviced this vehicle in 2017 and by refusing to service my vehicle you are violating your own policy. Now that I need service it is refused. Your statement that there are other repairs shops in ******* that can repair my vehicle is not a valid argument. Mercedes does not sell tools to repair shops that are required to perform all types of engine repair according to repair shops. As I earlier stated, I have owned 3 Mercedes Benz vehicles and I have never experienced such a horrible customer service. You can make sure that I will pass this experience with ******* Mercedes to all internet Mercedes and Car websites. Warning to drives of older Mercedes must be posted on the internet to avoid driving thru ******* in case there is a breakdown of the vehicle since you refuse to service them. Nearest real Mercedes dealership is 4.5 hrs away in ******, **. that will provide service to all Mercedes vehicles. Please note that your reply will be sent to: Mercedes-Benz AG. Mercedesstrae 120 ***** ********* *******, for review and resolution.

  I can safely state that due to actions and lack of service of ******* Mercedes I will never again purchase another Mercedes Benz vehicle.
  
  

  

  Business response

  02/14/2023

  We are not required to provide you with service as per the manufacturers and state guidelines. Your vehicle is out of warranty and it is our choice to not perform service on your vehicle. We also do not directly sell the tools to independent shops, that is also something that MBUSA would do. That has absolutely nothing to do with our dealership in this matter. This is not discrimination, this is our right as a business to not provide service to a vehicle that is out of warranty. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2021 Atlas cross sport back in April 2021 brand new. Of course the vehicle has warranty. In 10 months of having the *** I got a message on the dash saying it had low coolant. I took it the next day and the person who helped me told me they just had to top it off and that it was normal. A few weeks back I decided to go over to the dealership and of course they just wanted to top it off. I told them it wasn't normal and I wanted them to check it. They scheduled me for October 18th at 9am. I took it and the consultant ********************************* tried telling me it was normal for it to lose coolant. If I was a male im sure no excuses would be made to check the ***. I told her it can't be normal being the truck is a year and a half old and it's the second time this message appears on my dash board. She said she had too many cars and I told her that's the reason I had an appointment. She really didn't want to take my truck but at the end she did and told me it wasn't going to get done till the next day. I hesitated but agreed. I had someone pick me up and left my Atlas. The next day I hadn't received any call at 3pm so I decided to call her back. She didn't answer but instead sends me a text that someone is about to bring in the *** to check it. This is already the next day at 3pm and they close at 6pm. At 5:30 pm I decide to go pick up my car because I was left careless with 2 children and one who just got out of the hospital. I really needed my vehicle. When I get there she tells me that she told me that they were going to keep it for 2 day and that it wasn't ready. I told her I needed my vehicle and that she text me earlier that the truck was about to be taken in the shop. Then she leave to go check on it and comes back and then tells me the truck is ready to be taken home and that there's no leaks or anything wrong with my truck. I can't assure that they did or didn't check it but it's just not normal for it to have that dash message on in less than a year half

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whom it may concern,My name is *********************** I have been without my vehicle for more than a year while it sits in the service bay at Mercedes Benz of El Paso *****. During this time, they have failed to correctly diagnose and repair my vehicle. I have made numerous calls to this business trying to get this issue resolved with no success. I have tried to resolve this issue by Contacting Mercedes Benz ***. Their fourth, and what I assume will be their last response was that it is a state issue and must be handled through the state. I have enclosed the emails and letters that were sent to them.

  

  Business response

  09/15/2022

  When a concern on a vehicle is intermittent our team must spend time to diagnosis a problem. If the concern cannot be replicated we have to continue trying. There was a concern case opened with Mercedes-Benz engineering and we have followed the manufacturers steps for repair. We have recently installed an ignition switch and we are trying to see if the concern remains. Since the concern only happens intermittently we must continue to test the repairs. Vehicles have a lot of moving parts and equipment, regardless of year or miles issues can occur. We are following the steps given to ** by Mercedes-Benz *** to repair the vehicle according to their guidelines. This vehicle is no longer covered by the original manufacturer warranty or any other standard warranty, meaning the customer has the option to take the vehicle to any service center of their choice.

  Customer response

  09/16/2022

   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.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 2022, i purchased a 2019 ********** Jetta from Hoy Mercedes of *******. After numerous delays and issues with the vehicle, I was finally able to purchase the vehicle. After paying the downpayment and insuring the vehicle i was able to take the vehicle home where i found out a few days later that it had severe mechanical issues to the point where it made the vehicle undrivable when accelerating up to speed. I spoke to my lawyer and was notified the dealership was also in violation of multiple consumer laws specifically 15 USC ****, 15 USC ****, and 15 USC ****. This dealership also refuses to transfer the title of the vehicle to the bank making the entire deal obsolete as the vehicle is not only broken but cannot be driven as it is not registered. When called to settle the dispute I was met with hostile retaliation and ignored for months, if they continue to leave the vehicle unregistered I will be filing a police report as well as seek litigation and exhaust every legal avenue afforded to me, this is unprofessional of a huge establish such as this dealership and needs to be addressed.

  

  Business response

  10/03/2022

  My team has addressed the customers concerns and we both parties have been satisfied. 

• Initial Complaint

  05/28/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Went to look at purchasing a car, preapproval and approval was already complete. Sales man at Hoy family auto stated there would not be a credit pull as it was not needed. they asked for an application anyway for the file and instructions were documented. A hard credit was pulled and the said our bank would have done so anyway. This is not the case, validated by the bank themselves. We were told one thing, and they took it upon themselves to do what they wanted with our credit. This results in credit scores dropping and the hard pull being on our credit which was not authorized. there was instructions on the application itself saying not to pull the credit.

  

  Business response

  05/28/2021

  We have no record of pulling credit for ***********************. The sales consultant claimed ****** never visited the store. If *********************** can prove Hoy Family Auto pulled a credit report we can contest it and have it removed with the credit bureau.

*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. ↩