Crna Mechka

Fellow MB members...

I would like to contact MB USA HQ's to file a complaint about the utterly dissatisfactory service I have thus far experienced at one of the local dealerships here.

Can anyone help lead me in the right direction here as to who/how to contact?

My SA is acting like a child, hung up the phone on me, and now won't answer when I call, so it's time to turn things up a notch.

Any help/advice is appreciated, thank you!

nlpamg

It's not going to help.

Trust me.

If you'd like, it's (800) For-Merc.

tommy

Your first defense should be to talk to the Service Manager at that dealership, not go running to corporate. That would be my first action.

Crna Mechka

Already tried (see above, except I referred to him as "SA" not "SM") - guy put me on hold, hung up on me, then refused to answer my calls.

Or maybe the Service Manager is different from the Service Advisor? I'm sure he would tell me the same thing.

The worst part about it is, when I had him on the phone initially and mentioned that they charged me for 9 quarts of oil but only filled 6.7, he replied by saying: "You can always just add oil if its short" - I don't think so.

Anyway, I went here http://www.mbusa.com/mercedes/contact_us/overview, dialed the toll-free number, spoke to a very nice lady, and she filed the complaint.

Told me that someone from MBUSA will be calling me back within 24 hours for a solution so we'll see what happens

tommy

No, they're not the same thing. SM is in charge of all of the SAs.

And you're stepping on the toes of the SM somewhat; it would have been politically correct to go to the SM to see if they could make it right before going to corporate. You've now kind of axed that possibility. But it's not a biggie; sounds like you're on the right track.

Crna Mechka

Well, I guess you're probably right. I should have contacted the SM first before going to Corp., but unfortuantely, I was not previously informed of his existence. The only name I mentioned to MB was the SA so I don't think the SM will be taking much heat at all TBH. Thanks for your advice though, I appreciate it.

Moreira_C230

Would you mind telling us where you are having the problem. I think it would be good for the rest of us who live in Boston to know so we know to avoid it.

If you don't want to disclose it publicly, send me a PM. But I have a hunch as to what dealership it might be.

eesjunin

In my opinion they are all shady like that...for example the Shrewsbury dealership... 3 years ago they charge dme $230 for tranny flush...so a month ago when i was there i asked the same SA that booked me last time to quote me a tranny flush...he said $400...to which i was like "thats not what it cost me last time" , he bluntly said oh eah it was...so i asked him to look into my account after which he said " oh we must have made a mistake on charging you only $230"...i was like " did the mechanics rate double? he said no...so i asked him -well are you planning to make the same mistake again, cause it does smell fishy if you are charging me for the same work done 3 years ago double of what i paid"...He said its $400 if i want it done....

Crna Mechka

PM sent, Mr. Moreira.

Gene - The pricing thing I can sorta understand, someone probably hooked you up initially and the second time they just didn't want to follow in the same footsteps.

What I don't understand is:

A.) Why they would charge me for 9 quarts of oil, and only fill 6.7?
B.) What do they gain from not re-filling the oil to it's required level?
C.) How can the SA have the nerve to tell me, "if it's low, just add some oil"?

All of this is just mind-boggling to me. I have never done and/or said anything to anyone at this place to deserve this sort of treatment, and I will NEVER allow ANYONE to step all over me like this and get away with it. I want these people to clearly understand that they are *******g with the wrong person.

jtalbert

Did someone from corporate call you back? I also agree that you should still try talking to the SM if you havent and if that does not work, speak to the GM of the dealership.

Other things you can try, does the dealership have a facebook account? Post your problems with service on the FB page and see if that does not get their attention. Also, try writing a review on yelp, and if you still do not get any satisfactory response, go to bbb.org and file a complaint with them. The BBB will contact them about your issues and when they respond to the BBB you will get a copy of the response and will be able to respond back to their response.

I have used FB to my advantage many times to get the help I needed and could not get.

Deadsmart

My 2008 smart fortwo just turned 50k miles and now I am told I need a new engine in excess $10K. They blame me for not maintaining it properly. My smart was pampered- maintenance was done every 5K miles instead of 10K that they suggest. MB of Omaha also accused me of using the wrong oil! I used Mobil 1- smart center used Pennzoil! It says to use Mobil 1 right there in the engine compartment! Is this normal for MB to blame the customer?

tommy

Is the Pope Catholic?

Crna Mechka

Woah...blast from the past this one.

To update on the situation - MBZ HQ wasn't able to do much for me so I ended up contacting the SA manager and got a free oil change.

And glad to say, I haven't been back since

Crna Mechka

I would be very, very pissed off if I were you. And to answer your question, see Tommy's reply.

Deadsmart

Tommy, YOU ROCK!

I sent my maintenance records to MB Omaha...still not backing the smart engine..they asked why I didn't buy the ext warranty. I said it wasn't thru smart/mb..there was a warranty company that went bellyup and screwed a lot of people in Lincoln several years ago. Why didn't smart offer an extended warranty? I would have taken it in a heartbeat! I didn't think that I had to worry about this, being my baby was mfg by MB!!

bigdone

I own a 2007 S550 and the seatbelt all of a sudden would not retract. My 16 year old daughter drives this car to and from school and this concerns me daily. I took it to the mercedes benz of cutler bay dealership, and they would not cover it under the manufactures warranty ($1278.00). This is my second mercedes and I am appalled to see that the safety of its vehicle owners is not as important as it's yearly service profit. As you know you only pull a seatbelt out to fasten it and release it as you exit the vehilce, how can that be driver abuse, it is "CLEARLY" a defect, nonetheless, I can't believe they will not make their vehicle safe for me and my daughter. Can anyone please assist me with this. Delms65@yahoo.com

samaritrey

Try another dealer as well as call Mercedes and they will have someone look into the case. Does the car have any warranty left?

Rich521

I have to agree with you on this one. First thing I would have done was asked to speak to a manager and explain what happened.

Personally I've worked at several shops and if I ever too my car somewhere and this happened, I'd chock it up to experience, top my oil off, and never go back. That simple.

lestm150

When i tried to start my ml350 the key take a while to registrar. however, if i open the door and turn the key while closing the door it sometime start. Also, if its hot outside it wouldn't start until after 5pm. What wrong? And very disappointed?

dbldpr

The MBUSA is like calling the BBB. They are polite and take your info down but it means nothing because they cannot or will not do anything to the dealer. As stated from other members just find another dealer in your area and go to them if they do what you want. Not worth the time and aggravation from a bad dealer and MBUSA

Ann H. Fister

Has anyone had a flat on the highway and tried to use the spare tire in one of these cars? What a total disappointment.

Tonycpa

lol

Engapol

If something is covered under warranty and the dealer stuffed something up or refuses to honour it, by all means follow up and get an answer.

But I'd stay away from a dealer for servicing after a warranty is up, go find a good indie who specialises in MB. I finally found one after a experiencing my dealership's sheer mechanical incompetence and being overcharged for everything.

Ratanlal

MBZ has NO CUSTOMER SERVICE that you can email to !!!! What a ****ty company.

I have been buying MBZ since 1984. My current one is SL550.
Their quality has gone to the ****s. And they just dont care about their customers. I just spent $40,000 on accident repairs and have to keep paying more for things like Huge Delay in Door and Trunk opening, auto light switch does not work, Alternator replaced.
I just gave up and live with that piece of $100,00 grabage till i sell it.

NO MORE MBZ for me and my friends when they listen to my woes.

Dennis Dumas

I understand your seatbelt issue, as I have encountered the same problem on several cars over the years. The most recent being on my 2016 Ram 1500 RT Sport. Your vehicle is now 14 years old, that’s a lot time spent sitting against someone’s chest. The way I have corrected this problem is to simply clean the seatbelt. Upon examination you will problem finding the seatbelt has become rigid or not as pliable as when it was new. Hear me out as this is what you need to do: fill a wash bucket with warm water and a few drops of dish soap, pull the entire length of the seatbelt out of the retractor and hold it in the extended position with a clothespin or other clamping device. Place as much of the seatbelt in the soapy water solution and let it soak for an hour or so. After soaking, I suggest you use a small household steamer, you can purchase on for under $20, use the steam to further loosen the body oils and sweat imbedded in the belt fabric, scrub the fabric with a moderately stiff brush, until all dirt/foreign material has been removed. Again soak the belt in warm clean water without soap to rinse the fabric and towel dry. Place a towel on the seat and leave seatbelt there to dry. Once fully dry you can remove clothespin and allow seatbelt to retract. The following day apply a scotch guard treatment on the fabric, several light coats are more effective than one heavy coat. Again allow the belt to dry before allowing to retract. This should solve your seatbelt issue! You can also do a you tube search, as there are a number of videos demonstrating this procedure. Good luck, I am certain this procedure will take care of your problem,
Detail Pro’s
Palm Coast, Florida
Dennis