Mercedes-Benz International
reviews and complaints

I purchased a mercedes cdi family saloon car 4 years ago which has just come out of warranty. It has only 24000 miles on the clock and is as good as new, so I thought. To my horror after just dropping off my two babies at my mothers was traveling down the road when the revs stuck fast as if it was going to blow the engine, the car was then engulfed in smoke outside and inside the car, so much so that the fire brigade turned up. I was just so glad my children were not in the car, but was absolutely terrified. I then tried to turn off the car, but even after taking the keys out the engine was still running and bellowing out smoke. A passer by said the only way the car was going to turn off was by stalling it, which I did but yet very reluctant to get back in the car. We then returned the car to Mercedes. We did take out extra cover with the AA which covered us for £3000 for parts. On mercedes doing a report the repairs were to total to £4600, surely this cannot be right for a car which has done such little millage. Getting any good will off Mercedes is none existent to pay £26000 for a car surely they should help with costs as we have been told by an AA member, and a member of Mercedes themselves this should never have happened and Mercedes should take some responsibility. I am gutted don't know were I'm going to find the money but on the other hand I am just so relieved that my children were not in the car, heaven forbid if the central locking also would have gone as I might not be here today to warn others of this problem.

Hello,
My AC on my clk 320 went out so i took it to the dealer. They told me that it was the evaporator had to be fixed and it will cost around $4000. I went ahead and did it. Less then one year later My AC went out and not they are claiming it is not under the warrenty because other part has been leaking. so now i have to pay additional 1100 for that part. I wen to pick up my car and AC was not fixed.
I am wondering if this people even actually fix things.

Just to set the record straight... Mercedes Benz of Tampa came through for me! - Bernie Freedman, The Client Relations manager arranged for a meeting with Dominic Ford, The General Sales Manager of Mercedes Benz of Tampa, myself and with Bernie present, they realized and agreed to fix my power window motor at no charge. In fact they were extremely polite and professional about the problem. The issue was solved in minutes and is already scheduled for repair.

Jerry

I would do business with them again!

I purchased a "Certified Used Vehicle" (a 2002 Porsche 911 targa) with a 60 day 2000 mile Warranty from Mercedes Benz of Tampa on 2/2/09 - After delivery I noticed the right passenger window was not working properly. Their service dept did not acknowledge the problem and no work was performed. I took the car to a Porsche Dealership where they told me it was a power window regulator that was not working properly. I asked them to further explain and Porsche told me I would need a new Power Window motor and that the regulator is attached to the motor. You can not buy it separately, so therefore I need a new Power Window Motor which is covered under the warranty. Mercedes Benz of Tampa is not willing to pay for the repair completely and offered to pay for half of the repair which I am unwilling to accept. They should replace the Power Window Motor. The Repair is $600. When I told them I would write to Action News and the Attorney General to complain, they withdrew the entire offer. Bernie Freedman is my contact and has tried to get Mercedes of Tampa to repair my window and has had no luck in his efforts. I would have expected this problem from a regular used car lot but not from a Mercedes Dealership!

The service manager was very rude and dishonest and unsupportive. I took my mercedes in there and it had a recall in it and then when I got the car back the none of the features in the steering wheel worked. And then when I told them about it they acted as if they were about to kill me! They meaning the service manager! I felt threatened.

We have a 2005 C240 that worked fine until 8/11/08 when it stalled and gave up and we took it to this dealer to be fixed, they changed the catalytic converter and gave it back to us on 8/13/08. Then while driving back home that night we heard a knocking sound which we had never heard before. The very next day we took the car in again and the next day the dealer said they found water in the oil of our car. Which could have gotten there only by 2 methods, either from within the engine or from driving in water. Our engine was hydra-locked and would have to be replaced at a cost of $9000 to us which insurance would cover.We contacted insurance and they sent an adjuster and he determined that there was no evidence of our car having ingested any water through the intake. Our dealer did not do anything the next few days understandably because of tropical storm fay. On 8/27 they told us that we have a bent piston in the engine. It has occurred due to external influences and will not be covered by warranty. The last people to touch my car was this dealership, so if anything it is their liability. We could wither pay $3750 to get the engine opened and determine if there is a manufacturing defect which most likely it is not or just pay $9000 and have them install a new engine.If this is not unfair business practice I don't know what is. My car is under warranty, if there is something wrong with the engine warranty covers it. The last people to touch my car was this dealership which is when the knocking sound started, it is their responsibility to fix it with no cost to us. I am very disappointed in this dealership.

We are not going to respond to any of your emails or phone calls. Do not attempt to contact us again. I will call you when I have time. I hope this is clear to you. Do not call or write. I will not tolerate your abusive language directed at any of my employees. You have received copies of every item you requested below and we will not be providing any others.

Frank Cuteri

General Manager

Mercedes-Benz of Tampa

[protected]

[protected] fax

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Sent: Tuesday, July 15, 2008 12:39 PM

Jeff Camara

Cc: Frank Cuteri; Janet Villella

Subject: RE: Fidelity problems #2 - reply

At this I am still awaiting the following items.

Please let me know when they can be sent out.

Please insure that I get the following items;

1. a copy of the contract/ warranty

2. copy of payment for the warranty, I paid for the entire warranty up front when we bought the car.

3. copy of the denial of the claims/ warranty.

wrote:

It's not a questions of being upset Jeff, if the warranty says that it's covered and the dealership is saying that it needs to be repaired/replaced.. it's a safety issue and the car should not be driven.

I don't think the warranty company should be second guessing the dealership on work should be done.

At that point they are putting the safety of not only myself but more importantly my family behind their need to save money. period.

I purchased the vehicle from you all along with the warranty because you can recommend to me from a family friend, I think it's poor business that the warranty company that you all recommend conducts business the way that they do.

First it's covered then it's not, then it is, then it's not...

I don't conduct my business this way, do you think it's fair and accurate reflection of how Mercedes Benz of Tampa conducts their business?

Jeff Camara wrote:

As I stated in our phone conversation, I have sent your complaint to my manager, as soon as I have a answer for you, I will contact you direct. I know you are upset, but I am doing everything I can.

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Sent: Friday, July 11, 2008 2:07 PM

To: Jeff Camara

Subject: Re: Fidelity problems #2

Jeff,

I did not get your email.

I have spent countless hours on phone calls on this, and I am really upset that I am being placed in this position. I would have expected that any warranty that I purchased through Mercedes of Tampa, would without question been a reputable upstanding company. It reflects poorly on the dealership when something like this happens.

After spending no less than 6 hours on this today, Fidelity decided that they would cover the valve gasket covers, please explain why would they cover them now and decided earlier that they were not covering, I would like an explanation on, in so much that nothing has changed. YET, it was necessary for me to point out that it was a covered item.

Secondly, I am being told that the issues with the thruster, etc.. are a safety issue and the car should not be driven and that any other warranty company would have covered these. It's clearly listed on my contract under every category that it's a covered item. Based on the recommendations of your dealership, I not only purchased the warranty, but, I went above and beyond and purchased the platinum plus, so that there would be no question that the items would be covered.

I we have gotten nothing but resistance and backward talking with this warranty company, whenever a claim has to be submitted.

As you stated, if the car was in Tampa this would not be an issue, simply because it is not is unacceptable, if I need to have the car transported back to Tampa, I will without hesitation.

If Mercedes is telling me that the car needs to be repaired and that under the terms of the contract it needs to be repaired it should. I do not believe that it is appropriate or safe for the warranty company to be second guessing the dealership in the repairs that need to be done. Certainly, when the dealership/Mercedes is recommending the warranty company.

Accordingly,

I purchased a new E320 in 2003. I am very disappointed with one aspect of this car. In approximately four and half years, its climate control system has failed five times. I do put about 20k miles per year. But this car has its climate control system failing about every 20K miles. For a fifty eight thousand dollar car, FIVE failures in a common comfort system are unacceptable. I suppose Luxury Car means luxury from these hassles of every day problems.

1. Apr 8, 2006 Leak Detection Drier Bottle O-Ring in A/C
2. Sept 8, 2006 Leak at Drier Bottle
3. Jan 8, 2007 A/C Sensor Replaced
4. Sept 29, 2007 Clear Fault Code in A/C System
5. Jan 30, 2008 Heating system failed

Every car I owned—Mazda, Honda, Acura or Saab, it is the only car where climate control system fails on an average every 20K miles. BYT, there were other service issues with this car which I don’t wish to expand. On the reliability rating, this vehicle did not meet our expectations at all. Now lets look at the service level, I wrote to the Mercedes two times and I got nasty replies. Read this an expensive sorry from Ms. Robyn L., Customer Relations Liaison:

“We regret you disappointment with the performance of your vehicle and any inconvenience you may have experienced while attending to repair. Lacking direct involvement in the operation and maintenance of your vehicle prevent us from commenting the specifics. Your dealer is in the best position to evaluate vehicle performance and, if necessary, request technical assistance for repairs from Mercedes-Benz USA. We value your patronage of our products and are sorry that your E320 did not meet your expectations. Please accept our best wishes for many years of safe and pleasant driving... Signed Robyn L., Customer Relations Liaison”.

Read this an ARROGANT response to my second complaint from General Manager, Customer Assistance Center, Mercedes-Benz USA (Assistance my foot) MR. PAUL G. JURON.:

“If your request is that we continue to cover repairs to your vehicle indefinitely, then we must decline.” After full explanation that problems have started well within the warranty period and still continuing a Customer Service General Manager can’t determine what a customer is saying.

This car and this company both sucks. I bought a new car this month and I am glad to report it is not Mercedes but Lexus.

Used Mercedes Benz E240 purchased from MB Wakefield in March 2005, within 3 days the battery died (replaced under warranty) within 6 weeks the steering rack failed (replaced under warranty).

Car was supposed to have been prepared for sale to the highest standards as per MB UK, no way. The passenger door trim flapped in the wind, there were numerous paint marks that had not been touched, the car was supposed to have been valeted, far from it I found a drinks carton under the seat, and small amount of loose change, plus the car was generally dirty inside.

After some 5 months the head lining in the roof dropped, I was then informed by my local MB dealership that the reason for this was that the car had been fitted with a generic sunroof (unknown to me and not advised by the seller, I would how MB UK would view this), not a Mercedes product. Therefore, the local dealership could do nothing about it, they sent to me to an expert who also said he could not do anything with it.

MB Wakefield offered to part exchange the car back again but at 4,000 loss to me, however, the supposed swap/exchange never happened, they came up with various excuses.

I could write 10 pages and more about the lies and misrepresentations the staff MB Wakefield have made. But in the end I am lumbered with an inferior vehicle that I paid good hard earned money for, so that some large company car continue to rip off the small guy. I am totally and utterly disgusted with MB Wakefield and would like to pursue them further.

I bought a mercedes c 200 k from sanghi motors , nagpur on feb 2006.

Within 15 days, I observed that the rear seats of the car is a misfit and gives an backache if I travell more than 25 kms at a streach. I addressed my complaints to the the local service agents only to get some funny answers like this can never happen or you check the air preasure of your wheels. They never came and checked the vehicle.

I tried and contacted their corporate office in Pune, where I presented my problem to another service representative who seem to be more funny with his answers than the local agent. At least he was able to get the suspensions checked and arranged two service engineers to come and have ride on the rear seats, only to tell us that everything is perfect with the vehicle.

Frustrated and dejected I thought of replacing the rear seat on my own cost and I was shocked to get an answer from the Pune office that they cannot do anything for that either as seats do not come as a spare part so I should upgrade my car to an s class if at all I want better seat comfort.

Anybody buying mercedes in India should be ready for this kind of customer service before he decides in favour of it.