ComplaintsforMercedes-Benz of Midlothian

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/28 I picked my car up for a service I had at the dealership to get done there. The issue was that my car has trouble starting once its turned on after the first time that day. They said the issue had been resolved or we would have to see and go from there. The price was $632.00. The issue was not resolved. I called back and told them this and was told that their system couldnt figure out the exact issue and they would have to keep trying other things. This is unacceptable, youre the car dealer for the same brand car. How can your machines not determine what the issue is? I was told their new computers cant communicate as well with old car computers. My car is a 2012. My car was also making a ticking noise that hadnt been happening before i took it in. This is the 2nd time Ive taken my car to this exact location for a service and had an issue after. On or around (invoice) 10/17/22 they completed a service installing an AEM on my car. Less than a week later, is when the issue that I went to get fixed this time began happening. The supervisor tried to tell me I got the first service somewhere else but I have all the documentation showing it was done there and I dont see why he didnt know that. I take my car to get serviced, not to get it back with even more issues and I believe they created this most recent issue when the did their first service in 2022. They didnt even do that service correctly at first. I drove home that day and all of the fuel spilled onto the ground and I had to get the vehicle towed back to them. They said the mechanic hadnt screwed something all the way in. Ever since that week Ive had trouble starting the car. I told them but they just wanted me to come back in and pay more diagnostic fees for an issue they created. This is terrible business practice and they dont have any accountability. Thats too much money for the issue to not be resolved and more issues being added. My car shouldnt be ticking when it wasnt before either.

  Business response

  06/30/2023

  Good afternoon,
  
  Thank you for reaching out.  We have been in contact with ************** regarding his concern.  Our recommendation was to start with the fuel filter based on the leak and see if the condition was resolved.  The repair we performed, while it did not fix the long crank issue, did solve the leaking fuel issue the vehicle was having due to an old part, which was communicated to the customer up front.  We understand ****************** concern and in return we will offer a concession on the cost of this repair.  

  Customer response

  07/05/2023

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

  THE BUSINESS HAS AGREED TO SEND ME A CHECK FOR HALF OF WHAT I PAID AND IN RETURN I WILL REMOVE MY ****** REVIEW AND ACCEPT THEIR RESPONSE.
  

  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  

  
  

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