On 3/30/2020 my wife and I leased a brand new 2020 GLE 7 seater from a MB dealer for our family of six. 3 days later we notice the A/C will not function, we had not cut the A/C on the 1st three days since was in the 50s. Took it to the dealer, seems there is a hole in the A/C condenser, they said either we hit a rock or a rock hit it while was on the delivery truck, no way to know. That was ~April 4th. The GLE has been in the shop EVER SINCE due to that part not available. Nowhere in the US, Europe, Mideast…..anywhere. No ETA on it either. We’ve went/called the dealership 2-3x/week for the past 2 months. Most of the time we had to start the whole story over from the beginning, sometimes not. We asked for a loaner that would fit our family but were told don’t have one that would fit in their loaner inventory. Asked can they salvage a part from one of the 19 GLEs on their lot?....Nope….Asked for a buyback…nope……asked for trade-assist….nope….All we can do is

1. Wait and drive 2 cars around everywhere due to family size
   
2. Drive without AC in the middle of summer in north Carolina
   
3. Trade it in and have neg equity on a car we drove for a few days.
   

We contacted MBUSA, not only were they lagging in relaying the information our local dealer would tell us a week before, they were extremely unprofessional and unhelpful. It is a ‘luxury’ that we have loaner at all. MB have gone ‘above and beyond’ by paying the past 2 months lease payments. The dealerships are franchised so ‘we can’t intervene’.



Overall I am very disappointed in the lack of communication and lack of options a multi-billion dollar company can offer us. I work at a veterans’ hospital in the ED and my wife works as a pediatric nurse. One would think when mcdonalds, Verizon, tmobile and all types of other business are willing to help healthcare workers in whatever way they can, that MB would step and do the same. I understand the limitations of Covid 19, factories being shut etc, I do not want to come off as being self important or portraying entitlement, but I do expect a vehicle, with AC, to fit my family.

Thanks for reading, just wanted to share/vent.

 

I suggest you contact a lemon law attorney in your state. You will get your car bought back, no negative equity, and you can buy another car.

I suspect you will be disinclined to buy another GLE. That is understandable. They are not all bad. You were unlucky. Ours has been flawless. FWIW it is worth I don't think the issue you had was a quality issue, but the service afterwards was definitely not acceptable.

A hole in the AC condenser due to a rock is a thing that does happen. I had that happen to my 2014 Porsche 911 Turbo S and my 2018 Mercedes E63S. Unfortunately car designers have gone more towards open grilles which make the condenser more vulnerable. You can install aftermarket grills to close that risk off. Here is an example. See post 18.

https://mbworld.org/forums/w213-amg/...-catchers.html

https://rennlist.com/forums/991/7932...ondensers.html

 

Sorry to hear of your woes but why would anyone buy a year one model, especially with all the tech to go wrong? GLE's since the first ML have been notorious for year one issues.

 

But what the OP is describing isn't a year 1 quality issue. It is a rock hitting the condenser. Could happen regardless of year of production. The issue here is COVID-related supply chain disruption making it hard to get a spare part.

 

https://www.ncconsumer.org/news-arti...lemon-law.html

This link has information on North carolina lemon law. Your car seems eligible since it has been out of service for 20 or more days.

 

I appreciate the input, I actually bought the vehicle in virginia where I bought my e300 from, and then relocated to NC for work. Lawyers in NC say I have to use VA lawyer since was bought/leased there. Problem i'm having is that the lemon lawyer I spoke to said due to covid-19, these are uncharted waters for lemon law for missing/delayed parts since entire cities and countries were shut down, let alone factories, so it'll be hard pressed to win. We are just overly frustrated with the whole thing. The GM of the dealer we bought it from....the same one i bought my e300 from....told us....'you can still drive it, just won't have A/C'.....WHO SAYS THAT. I have a 2 4 12 and 15 year old kids and he wants me to drive around in NC in June till i get the part. I am very disappointed in the dealer whom sold us the vehicle and not lifted a finger to help us.

 

Yeah, I think you're right. Either way, looks like OP has serious issues with this SUV.

 

Had a hole in AC Condenser most likely due to a rock after a cross country drive. 2018 GLC300. Insurance Comprehensive paid for it. Dealer had to fight the insurance company but that was between dealer and USAA. I still had nothing out of pocket. And USAA paid for loaner Enterprise car so no complaints on my end. Since I just ordered a GLE350 MY21, hope I don't get the same lemon you had. That happened with my 92 C280. Lasted though until 2001 when it basically fell apart and MB dealer gave me $5K wholesale for it. I do hope you resolve the serious issues and I would certain seek legal counsel over lemon law.

 

Sorry for your issue. Likely it is exacerbated by the pandemic situation which has disrupted supply chains making parts for even new production sometimes unavailable. The lack of communication is not acceptable, and I experienced some of the same during the early production phase. It really is a good vehicle.

 

Have the Attorney write the letter and include demand for a replacement vehicle-that might be all it takes. The letter should summarize the past history and your personal issues with a large family and no car to drive in hot weather.
Also include demand for a loaner or compensation for a rental car. Most of the time the initial contact people have no authority and no accountability for how they handle things. I have been really impressed with my dealer as a first time MB owner. My first trip I got a poor Service Associate so I documented my experience in writing to my SA. They gave me a great New guy and first class service after that. Contact #1 was put on probation.

 

Aggravation aside, if it were me I would just rent an appropriately sized vehicle for a month or two until parts become available and your GLE is repaired. The rental companies are hurting bad, and the cost of doing this would be nominal for someone (like me) who can afford to buy or lease a $70,000 vehicle. We’ve owned our GLE now for two months and it has been flawless. Our 4th Mercedes, and we wouldn’t expect otherwise. Not incidentally, our selling dealer in Scottsdale (AZ) was trashed by a looting mob a couple of nights ago, so these are trying times for everyone. The GLE is a jewel, and one hopes that in time you can enjoy your decision to get one. Just sayin’ this is a life is short moment.

 

I appreciate everyone's input and ideas! We will review them all, hopefully can come to some sort of agreement btw MBUSA and us. Like the attorney letter approach along with just renting a van (ugh) or SUV. It is frustrating yet at the same time seems silly. WIll keep abreast of any new developments Stay safe!

 

I’m having second thoughts on the letter. Since it’s unknown how the damage occurred and the dealer has agreed to fix it.....maybe tread softly. It really could be argued that it’s an insurance claim rather than warranty.

 

"It really could be argued that it’s an insurance claim rather than warranty" - is on point, and YES replacement part delay due to COVID is understandable - and MB Customer Care has been active and on the job as all MBUSA personnel are working remote.

It takes a hard hit - in exactly - new MB's are shipped on large auto carriers - and frankly it is not possible for a air con condenser to get punctures on the highway on that type of Big Rig.

It takes a hard/rare hit - a flying rock at speed - at exactly the right spot - to cause a condenser puncture - which now-a-days is actually quite a rare thing.

I am not trying to jam you up - but how your GLC got from VA to NC - whether shipped on a small rig - or driven - is very much more likely to have had a condenser puncture on that road trip than anything else.

I don't think Lemon Law applies at all - either it's a insurance claim - or Mercedes has agreed to do the repair under "Good Will" at no charge - and MBFS has credited your 1st two months payment for More Good Will".

It's a unique situation - and frankly there are two "sides" here - and frankly a Lemon Law attorney is not going to have anything to pursue on "condenser impact damage" on a Mercedes that was in VA, and then transported or driven to NC when there in NC "oh, aircon doesn't work"

Yes - MB has made your 1st two payments - all to the good - and your NC MB dealer on a 3-day old new MB they didn't sell to you does not have a available loaner for you - sad but true from their side.

 

Has the dealer agreed to cover it under warranty or is he charging you for the condenser repair?

If they are covering under warranty and you have that in writing then they have implicitly agreed it is an issue with the car and not damage that you did. They may give two openings:
1) Lemon law opening because it implies liability by Mercedes
2) Loaner Car opportunity - dealers give loaner cars for vehicles in for repair under warranty. I know my dealer here would not hesitate to give a loaner in this situation. You may want to just go to a different dealer for service.

 

Are you stating in your last paragraph that you think you deserve prompt, express service because you're working at a vet hospital? Are you a Dr? Janitor? What do you do there that supports your 'help me now' sentiment? And it hasn't even been hot yet in NC! This is the first week of 90's we've had this year? Where in NC do you live just wondering?

 

At first, the told us its on us and will be around $3400, then after all these delays they said they'd cover 1500$ of the repairs. Granted that was over a month ago when we discussed prices. I think maybe they don't want to cover it all due that may be construed as admitting liability???. I can completely see MB's side of this, GM said they had to do 8 trade-assists already in the month of May due to parts not available, so I'm sure being that this is a 'not clearly MB fault' situation they'd don't want to yet another one.

The VA beach dealer whom we purchased it from has completely dumped this on the local NC dealer, so the NC dealer is having to deal with this mess that VA dealer SHOULD be dealing with.

I forgot to mention I also have it in email from the GM in VA he stating condenser hole may have been there on delivery or we did it, no way to tell.

I really appreciate all the advice on this thread, just feels better to hear that its a unique *hitty situation and get a little understanding and compassion. We will just have to wait it out and hopefully MB will cover the repair. If they hadn't paid for the past 2 lease payments I'd be on ten!, but they did, c'est la vie.

And to the person thinking I want VIP service due to working at a VA, I clearly said I do NOT want that, I just want people/companies to do the right thing, and not the easy thing.

Thanks again to all, will keep posted

Stay safe

 

Don’t worry about Hyperion667, sometimes he spends too much time with his plants.
I live in SC and have been thankfully for my A/C and cooled seats quite a few times already this year, so I feel your pain. I do agree though that a lemon law might be stretching it a little bit, but if it feels better, have an attorney friend draft a letter. (Maybe pull something offline?) But then that could also “upset” the dealership that is working on the problem so personally, I might ride it out. No pun intended since there is no A/C.
I do like the idea of trying to rent a compatible car for the time being. I had some friends recently rent a car just to drive to the beach for the week since they were so cheap and they just wanted to save a few miles on theirs. Maybe try working a deal with the dealership on this avenue.
On a side note, I’ve had a problem with a new car on the way home from the dealership once when we purchased it (on a pesky BMW and not near as bad though) and called when I found it. I was told, “I’m sorry but there is nothing we can do” which translated to me as, “oh well, its yours now, deal with it.” It was the start of numerous other problems I had with the car and why I came back to MB also. MB over all, I and most here will probably agree, is one of the best vehicles on the road so I hope it works out for you and you stick around. But unfortunately you are going to be stuck with that forum name forever.
Good luck

 

The only other suggestion I can offer you is to send a fedex letter to the CEO of Mercedes-Benz USA. They will assign a case manager to it and you will get a better sales experience. You can include a print out of the email from the VA dealer which acknowledged this issue could have caused been pre-delivery. This I think provides a pretty strong case that mercedes should cover the repair, provide a loaner, and expedite the process to whatever extent possible.

Also has the dealer searched national inventory of other dealers for the part? When I had the issue with my E63, they also had a part delay. I called some other dealers and one of the dealer parts guys searched the national inventory and told me names of 3 dealers who may have the part. 2 of them were holding for a customer, but one had it in stock and ready to ship. Saved me 4 weeks.

 

Yeah, I called about a dozen MB dealers, all same issue. One guy in texas had one, but it was for a customer already. Apparently the plant (in germany) that makes this part is closed infidelity due to covid19.

I'll right a letter/email to MB, can't hurt


thx

 

Perhaps I misread your statements......my apologies if I put you off......just curious, what do you do at the VAH? Respect.

 

No worries, Im an internal medicine doctor.

 

 

Thank you for what you do. I lost my dad a few years ago at the age of 90, he was a WWII veteran and always received excellent care at the VA.
I completely understand your frustration and emphasize with your predicament. I have had problems with this car from day one, but nothing close to what you've been through. I'm going to try my best to live with it for a year or two and trade it on something American made. My last two cars before this were Buick Enclaves and if I had todo it again, I'd be on my third Buick.

 

I am truly sorry for your loss, I am sure you are proud of him and all that he did. I'm glad the VA treated him well, as they should....we are covering shifts in the ER due to the increase in volume due to covid19, hopefully things will begin to slow down soon...and sorry for your problem with your Benz, overall these are great vehicles, except when you get one that ain't 😏