Originally Posted by Stevieboy1

I just purchased a 2017 MB E-400 Wagon, 37k miles, CPO car, from a Mercedes dealership in Oxnard, CA. Bought it on-line at Auto Trader and asked the pertinent questions and made a deal.

The first problem was that after agreeing on a price, I asked for a Vehicle Sales Contract 3 times before sending a deposit and finally got one, BUT...it included $799 for "Zurich Shield Upgrade." I told the dealership that I didn't want this and it wasn't discussed. They told me that it was already on the car and basically tough luck. This wasn't disclosed on Auto Trader, e-mails or personal conversation. I got to the sales manager, who basically told me the same thing that they couldn't take it off and I'd have to pay it or walk away. I really wanted the car & decided to swallow hard and pay this ridiculous add-on for paint and interior protecting. No offer to discount this, no offer to take it off, nothing. Pay or go away!

2nd problem - After I paid for the car and got it on 4/12/2021, I did a very careful inspection and found that the center console wood looks like someone took a chain and beat it! It has scratches all over and is completely unacceptable. I e-mailed the internet manager about this and some other interior leather issues and of course, now that the deal is done, nothing but crickets.

I have purchased CPO vehicles before from my LOCAL dealer and have had nothing like this. I want the wood either completely replaced or refurbished by a professional wood restorer. Does anyone know who or how to contact someone at MBNA that is in charge of the CPO program to bring this to their attention? I haven't checked, but I'm assuming that this replacement will run upwards of $1,000 or more. Additionally, I would like to discuss with them the bait and switch on the price and forcing the customer to spend $799 more than was agreed to, under the guise of "Well, it's already on the car and can't be taken off, so you'll have to pay for it!"

Thanks for any comments or suggestions.