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  #1  
Old 10-22-2001, 01:31 PM
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Join Date: Dec 1999
Location: Glen Burnie, MD, US
Posts: 30
Angry MB Dealer Problems

Does anyone know of a customer complaint dept. at MB? I just got off the phone with the dealer (Romano Motors in NY) who repaired my 92 400E for $9000 and the general manager insists that the car was perfect when it left their facility. I am having numerous problems and need some help.

Brian
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00 ML 430
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  #2  
Old 10-22-2001, 02:14 PM
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Join Date: Jan 2001
Location: Pennsylvania
Posts: 75
Regional Reps

You probably need to discuss your case with the MB regional rep. BTW, if any one out there has a list of the reps with their phone numbers it would help. It seems like a regular occurrence with the need to contact these regional reps. I realize they try to keep these things secret so we can work through the dealers. Someone is bound to have a list somewhere!

Did anyone see the want ad for the Porsche regional rep in the recent Autoweek? Only an High School education required. I showed it to my Porsche-driving friend and he just shook his head. Hope the MB ones are better caliber.
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  #3  
Old 10-22-2001, 02:45 PM
sveerara's Avatar
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Join Date: Oct 2001
Location: Texas
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One Simple Step

Call: 1-800-367-6372
and explain your problem. I am very sure they'll have a way for you to get further assistance.
Thanks.
Sesh
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  #4  
Old 10-22-2001, 02:49 PM
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$9000! you can buy a 400e for almost that much (see classifieds). that must be a long list of repairs.

collect yourself before you talk to any MB rep and ask to speak to the supervisor right away (to avoid having to repeat yourself). find out who the gm is of the dealer and talk to that person, better yet find the owner!

don't lose your cool...
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  #5  
Old 10-22-2001, 02:50 PM
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Location: Glen Burnie, MD, US
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RE: 1-800-FOR-MERCEDES

I actually just talked with someone from MBUSA and they were absolutely no help. The exact phrase from this guy was, "we don't handle issues between customers and dealerships." I went a step further and called my salesperson and she is trying to locate the number for the MD rep. If anyone has any additional info about MB reps please post. I think we all would benefit.

Thanks
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  #6  
Old 10-22-2001, 03:06 PM
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Sorry to Hear That...

You know what - if things don't improve for you, you can do one of two things, besides chasing the dealer down:
1. Call/Write to the BBB (complain!) and ask them what you can do.
2. Call/Write to the Attorney General about the issues you seem to be having with this no-good dealer. $9000!! WTF!

Make sure you have ALL paperwork and documentation with clear dates. Make a short summary to strengthen your case, and quote from people who can back you up.
Best of luck, and I really hope you're able to resolve your problem.
Sesh
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  #7  
Old 10-22-2001, 03:36 PM
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Join Date: Feb 2001
Location: In the fog
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Some recommendations:

MBUSA is there primarily for warranty related issues on newer vehicles. After a car is out of warranty repairs made by a MB dealer are usually are warranted by MBUSA. I donít think they stand behind anyone for so-called consequential or incidental, or coincidental issues.

Not knowing the nature of the repairs obligates a guess as to what has taken place. Rather than doing that hereís some general guidelines:

First, go to the service manager of the dealership, then to the general manager. Perhaps arrange a meeting with both of them. Note that these folks are both handlers. Meaning that they might try to dismiss you without resolving your problems. MBís reps often do the same thing. It is not a bad idea to take a lawyer with you, but in that event, they might decline the meeting.Ö

In any event, write down everything you know, and request of them, and make a copy for them when you meet. Keep to the list. Donít get angry. Donít threaten. Just keep on point with every comment.

Make it up front that if you donít get satisfaction that youíll pursue settlement by formal means.

If there were physical damages, take it up with your insurance company. The insurance company will go after the dealership.

If there were workmanship related issues, take it up with as many consumer protection agencies (attorney general, BBB, local newspapers, local TV and radio media, and so forth)

If you paid with a credit card, notify your credit card company immediately. They will withhold payment until the issues are resolved, or, provided you prove your case, they may even deny payment. Often credit cards have satisfaction guarantees offered for the card userís benefit, and the sellers ire.

Most bigger businesses have no fear of lawyers. But they do generally fear bad press.

Best of luck!

Regards,
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  #8  
Old 10-22-2001, 03:54 PM
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Join Date: Apr 2001
Location: Jacksonville Florida
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Angry MB DEALERS?

Brian, contact the better business bureau AND the bureau of automotive repair 800 955 5100 they Will get this MESS straighten out note have all paper work and phone notes before you contact them good luck keep us posted

mark

bty it worked for me on my EX ml 320
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  #9  
Old 10-22-2001, 04:39 PM
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Join Date: Feb 2000
Location: Columbus Ohio
Posts: 709
Call MBUSA...800ForMercedes......they will give you the contact number of the regional MB rep in your area....He should call you back with 24-48 hours....I have had a several long discussions with the guy serving my area of the midwest......and he seemed willing to help as much as he could.....but you might also get the GM of the dealership involved and if you get no satisfaction from him...then call the MB zone rep and make sure you tell him the the dealership GM offered you no satisfaction...the dealerships don't like complaints about them to the zone reps....


good luck

Warren
1992 300SD 126K
Columbus Ohio
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  #10  
Old 10-30-2001, 09:17 AM
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What kind of problems did you have for $9K? That is almost as much as what I am looking to spend on a used 300E
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  #11  
Old 10-30-2001, 01:57 PM
agupta
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MBUSA is generally of no help - I have had some minor problems (involving much smaller amounts) with a dealer, and they just don't help!! You have got to get legal with them. Make it clear to them that you will NOT give up until you are satisfied. They should feel that you will go to any extent if need be. 9K is a fair sum of money. The credit card suggestion is great - if its been less than 60 days, you SHOULD dispute the entire charge, simultaneously complain to BBB, and any other agency of relevance (some have been pointed out in this thread). The more noise you make about it, the more of an irritant you are to the dealer, hence he has a greater incentive to work out things. Of course, you must contact the owner of the dealership.

Many of the mercedes dealers are b@#$%&@$, they need to be taught a lesson!!

Good luck, and keep us posted on how it goes!
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  #12  
Old 10-31-2001, 09:35 AM
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Post this in the OPEN DISCUSSION and you'd get a rich source of what-to-do's.

Unfortunately, this happens. Everyone has said something of useful value, and more importantly, its always better to identify the facts and what you want remedied.

If its the unsatisfactory job, list the dissatisfaction and the various follow-ups (whether in writing or by phone-calls). Compile the facts and sequence of follow-ups. That makes a stronger case.
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  #13  
Old 10-31-2001, 01:11 PM
jrs420
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Your legal standing would appear to hinge on whether or not you received a written estimate for this size repair bill, and first approved them to do the work.

I'm not certain, but it's quite possible that NYS law requires this; even if not, I'd be surprised if MB allowed their dealers to operate without providing written estimates before proceding with repair work. It's simply good business practice.

If this is Romano outside Syracuse, I've had mixed experiences in dealing with them.
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