• Report: #720516

Complaint Review: Mercedes-Benz of Naples

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  • Submitted: Thu, April 21, 2011
  • Updated: Sun, August 26, 2012

  • Reported By: disappointed! — Palatine Illinois United States of America
Mercedes-Benz of Naples
501 Airport Rd. S. Naples, Florida United States of America

Mercedes-Benz of Naples Certified Pre-Owned doesn't mean squat! Don't buy! Naples, Florida

*General Comment: "superior customer service" - I didn't see or experience it after the vehicle was sold.

*UPDATE Employee: Mercedes-Benz Of Naples Customer Service

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I purchased a certified pre-owned convertible from Mercedes-Benz of Naples along with the extended warranty.  Within a month of taking ownership I discovered that the driver's side seat would not incline forward to get passengers into the rear seat.  I just assumed that the basic functionality of a car would be under warranty.

When I finally did take it in for service (3 months later), the first visit to service consisted of adjusting the seat cables and that did not resolve the issue.  The second visit they replaced the cable (part that they had to order and that was covered under warranty) however that did not resolve the issue.  The third visit, they replaced the other cable (again, had to order the part and that was under warranty), but that still did not resolve the issue.  Then I was told that in order to fix it that they would have to replace the seatback and was informed that that would be covered under warranty, again they had to order the part.  The fourth visit after I had dropped off the car, later that day I get a call in which they informed me that MBUSA rejected the warranty claim so in order to fix the issue, I would have to pay for the repair and that Mercedes-Benz of Naples was not going to assist with any of the repair costs.  What?????

You would think that purchasing a "certified" pre-owned vehicle actually meant something... nope.  I thought there were standards to follow in the certification process... I guess not.

As the dealership that certified and sold me the vehicle, you would think that they would stand behind their certification and product and take ownership of the issue and cover the repair costs, but as I found out they don't care about the customer, it's all about making money.

I will never purchase a vehicle from them again!

This report was posted on Ripoff Report on 04/21/2011 03:39 PM and is a permanent record located here: http://www.ripoffreport.com/r/Mercedes-Benz-of-Naples/Naples-Florida-34104/Mercedes-Benz-of-Naples-Certified-Pre-Owned-doesnt-mean-squat-Dont-buy-Naples-Florid-720516. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 General Comment

"superior customer service" - I didn't see or experience it after the vehicle was sold.

AUTHOR: disappointed - (United States of America)

Robert, this is a VALID complaint.  When this issue came up I emailed Tom Hite (3 times and copied YOU and David Wachs, GM) with details of the problem and copy of the receipt; so, I'm not sure if you just don't read customer emails or you are pleading ignorance.  Regardless, months later, after chasing Tom Hite for a response (after sending several emails and leaving several voice mail messages), he finally responded and stated that since the issue was not under MBUSA warranty, Mercedes Benz Naples would not be able to assist me with this issue. 

I again reached out to David Wachs (by way of Pandora Rubels) requesting MB Naples to waive a fee (which would have helped me recoup the $1,500+ out of pocket expenses I incurred in the first 6 months of ownership of your CPO vehicle) and again I was denied.  You claim "superior customer service," but I didn't see or experience it after the vehicle was sold.  I'm done wasting my time chasing and begging for MB Naples to stand behind their product.  If you are so concerned about the customer, then you can reach out to me... Tom Hite and Pandora Rubels will definitely remember me.  CPO MB CLK 320 convertible sold to a Palatine, Illinois resident on June 3, 2010.
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#2 UPDATE Employee

Mercedes-Benz Of Naples Customer Service

AUTHOR: Mercedes-Benz Of Naples - (United States of America)

At Mercedes-Benz of Naples, we strive for superior customer service.  If this is a valid complaint, I personally invite the client to contact me directly regarding this issue.  This is the first I am hearing of this, and this is very odd because I am the pre-owned director and I am typically made aware of any issues like this that should arise. This is not how we take care of our customers.  Please contact Robert Fioretti at 239-298-7194 (direct line) so we can address this issue.
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