Brumos Mercedes Motor Cars, INC Frank Cuteri, Ronnie Underwood,Kevin Hamby, Jonathan Hill, Kathy Helmes Heartless, uncaring, careless,deceitful, disrespectful Jacksonville Florida

I have been a costumer with Brumos Mercedes since 2006. I have a Mercedes C280 year 97'. The last year the service advisor and the mechanics that have worked with my car they have been misdiagnosed and mislead me with information about my car. They have ruined my car. I had to go back for the same issue over and over and over. This is how my business with them had started.

Back in Feb of 2013 I went and took the car to the dealarship. The engine belt was seperated. They changed the belt and after a week I went back and complained about the belt again. They stated that the belt was defected so, they changed it. On July of 2013, back again to the service department for the same issue and they changed the engine drive belt again. The day I picked up the car from the service I realized the motor for driver's side review mirror was making a noise but was not changing the position were I want it the mirror to be. I told the service advisor J.Hill and he told me to bring the car back the next day because the mechanics left at 4:00PM. I took the car back and they charged me to fix it even that they messed up with the mirror when they washed the car or probably when they drove the car. When I told my service advisior why do I have to pay for something that the service has done? He told me that is impossible that they have done something like that. 

On September 2013, when I took the car back again, with the same noise that was coming from the front of the engine, this time they said the problem was the harmonic balancer that was causing the belt to seperate. This was the real problem which they could see that was the issue to start with, from the beginning, and NOT the belt. When I opened the conversation again about the motor of the mirror that I paid to the servicer advisor J.Hill, he had forgotten what he had said before and stated: " Probably, when the workers washed the car they were not careful when they whiped it to dry the water" I asked him if he could give me the discount and take that money off of my bill, he told me he could not do that but give me a free detailing inside the car.

In October, my car was towed to the service with a vibrating noise from the front of the engine. Later that day the service advisor J.Hill called and said the fan hub assembly engine front was broken. I said OK change it. The next day the service advisor called me and said that when the mechanic T. Moineau tried to pull the pulley out because the fan hub is behind the pullley, two of the screws broke. I said too bad he should be careful when he works. The service advisor said your car is old and the screws had been rusted. I told him I was coming to the shop for the mechanic to show me the screws. When I went in, my husband said to the mechanic, show me the part that needs to be changed were the screws were rusted. When the mechanic showed the part my husband said you've changed this pulley back in February. Then, the service advisior J.Hill checked the history of the service and came back stating that we were correct, the crankshaft pulley was covered under the warranty. So, I asked does the fan hub needs to be changed? They said, "well, we suggest that you change it since its old" but, they did not admit that the fan hub was not the problem or it was broken  and the main problem was the pulley. So, they were going to charge me for the pulley that was covered under the warranty and the fan hub that was never broken and not a problem to start with, if I had not gone that day to the shop. They misleaded me.

When I went back to get the car I asked if I could speak with the service manager R.Underwood, they told me she was gone and I asked the cashier if they could give me her email address. I emailed the manager and also left a message on the phone for her. Waited for two days for the manager to call me back but she never did. So, I asked for the GM F.Cuteri. I emailed him and he made it possible for me to go and meet with him in his office. When I got there, the service manager Ms. Underwood was there also. I stated my concern(s) and the GM said "I can't predict what is going to happen with your car, because your car is old" while the service manager R. Underwood stated that if I ever have a problem with the car, I had to contact her, so she could find me a good service advisor and mechanic that I wanted to work on my car. She apologized to me about the miscommmunication between the mechanic and the service advisor and me. 

Back on, October 28th my car was towed again! After diagnosis the floor shifter park lock solnoid was faulty so, I needed a floor shift assembly. I told the service advisor K.Hamby service assistand manager that it was ok for them to change it. The car stayed in the shop until Novemeber 18th, 2013. At 5:30 my husband and I went to get the car. I paid the fee's and left my husband on the parking lot, waiting for the service advisor to finish his phone call that lasted almost an hour. My husband was very upset waiting so he went and got the GM out his office. He told the GM what problem occured with his car. During the time his car was getting fixed at the shop, an AC light had stopped working, although before it worked perfectly. The GM stated we had checked your car and now everything looks good. The same night, while my husband was driving to get back home, on the highway he felt the car was not accelerating at the right pace and the engine light came on. When I got the invoice paper the mechanic notes stated that I needed a transmission trans-sensor, but this was never communicated to me. The next day my husband was hospitalized with a life-threatning condition and stayed at the hospital for three weeks. When he got out, I called the service manager and she sent one of her drivers to pick up the car from the garage. The driver picked up the car and drove less than 2 miles and called me to say the car was not save to drive. 

So for the company driver the car was not save to drive, but it was OK for my sick husband to drive at 7:30 PM leaving the Brumo's parking lot to drive all the way back home.

K.Hamby service advisor called me on Wednesday December 19th, 2013 and said we needed to replace the conductor plate and the speed sensor. They knew this service was supposed to be done back in October when they replaced the floor shift assembly but after erasing the codes, transmission shifted normal for one minute and fault for Y 3/6 lock actuator returned. All this information is in my invoice paperwork. Also, they recommended the transimission needed to be replaced because of it being old and having a lot of mileage on it (136,000). 

At this point, I was tired and very overwhelmed with the miscommunication that kept occuring and the problems that kept piling up on each other. So, I called and asked for the name of the CEO and owner of Brumos. The receptionist told me that if I had to speak with the owner I had to go through his secretary K.Helms. I called the secretary and left many messages but I was never called back. The day that I went to speak with the service advisor K.Hamby, I asked the cashier to tell the secretary that I was there to meet her as well. She called and the secretary and told her I could wait in for a couple of minutes because she was in a meeting with the CEO. I waited almost half an hour and she never came. I had to leave for work so I could not wait any longer.

Last, on December 20th, 2013 I called and left a message for the Owner's secretary that I was done with the service manager and also the GM and was going to go ahead with legal representation. After a couple of minutes on the same day, the GM called and I could not speak with him because I was at work. The following Monday December 23rd, I called , left a message again for the secretary to call me as a costumer courtesy to let me know when I could meet with the CEO but, after 20 minutes the GM called and said " We can't do buisness with you anymore, tell me where you want your car to be dropped" I told him to listen to me because I had all the paperwork in front of me that proved there mis-diagnosis and the service lies. I reminded him of the conversation that we had with him and the service manager at his office, and also the conversation between him and my husband on the night of November 18th and he said he could not recall any of the conversations. I told him I needed to meet with the CEO and he told me that the CEO does not want to meet with me. When I asked why, he stated that he had a conversation with the CEO and they had made their decision not to meet with me or not to have any further business with me. My car was dropped at my house the day of December 23rd at 4:55PM. 

My car is not operatable and is staying at the garage at this point. Basically, they have trashed my car, took my money for so long 7 years and at the end as Mr. Hamby stated $5,000 new transmission is not worth it trade the car.