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Mercedes Benz of Billings complaints

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3045 King Avenue West
Billings, MT 59102 | Get Directions

(855) 943-2653

http://www.mbbillings.com

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Total Amount in Dispute:
$21,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

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Complaint Closing Statistics

1 complaints against Mercedes Benz of Billings closed in last 3 years.
Complaints Type of response
0 Making a full refund, as the consumer requested
0 Making a partial refund
1 Agreed to make an adjustment
0 Refusing to make an adjustment
0 Refuse to adjust, relying on terms of agreement
0 Unanswered

1 complaints against Mercedes Benz of Billings

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10/27/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $21,000.00 Amount Settled: $0.00

Customer Complaint

10/4/2022

On April 1, 2022 I was driving on the I-90 outside of Billings, MT when my 2017 Mercedes Benz Sprinter 3500 suffered a catastrophic engine failure (hole in the engine). I used AAA to have my van (and the trailer I was towing) towed to the Mercedes Benz of Billing dealership for repairs. After various discussions with them, the only repair that could be done is to install a new (repurposed) engine. They ordered the engine for me and installed it. I picked the vehicle up on April 29, 2022 and paid the $21,000.00 USD for this service. This new engine is under warranty. On June 26, 2022 while driving to Billings, MT as I had an appointment at the dealership to have them look at the 4 Wheel Drive that hadn't worked since the new engine was installed, my check engine light came on. I paid $1500.00 to have the van towed to the dealership as they advised if the problem wasn't with the engine they installed, I was on the hook for the tow. They looked at the van on June 28, 2022 and confirmed the 4 Wheel Drive was installed incorrectly so they didn't charge me to fix that. The check engine light was on due to a faulty hose, they advised they didn't touch this hose when they installed the new engine but didn't charge me for the service as part of "goodwill". On September 26, 2022 while driving to Billings, MT as I had an appointment at the dealership to have them look at the check engine light that came on AGAIN, my engine failed once more and the van was inoperable. Resolution Sought They have now had the van for a week and have advised they need to do a forensic analysis on the engine to determine the problem and this will take up to a month or more. Clearly there is a problem with this engine and the quality of service is low (based on the fact they couldn't hook the 4 Wheel Drive up properly when they first installed it). I need a timeline for the service and a plan to get my trailer (that I was towing on September 26, 2022) back home.

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Company Response

10/17/2022

Here is the run down that I have. On 9-26-2022 Nick the husband called and stated the van was down 60 miles from us. On 9-27-2022 we wrote up the van to check out the check engine light. Spoke to Nick and told him the engine is low on compression. Mercedes Benz wants a fuel and oil sample set to them. Then we will have to take the engine out and find the point of failure. Told him then that it would be two weeks to get it in and disassembled. On 9-27-2022 emailed My Mercedes-Benz sprinter rep and explained to him the situation with the engine and that the client would like their trailer taken back to Canada. There have been multiple emails to Mercedes-Benz on this day. On 9-29-2022 Michelle received a loaner from us. I told her that on 10-10-2022 the van would be brought in and started to get disassembled. I emailed Mercedes-Benz and let them know the customer is extremely upset with not receiving answers about their trailer and having to wait to pull the engine apart to find failure. On 9-30-2022 I emailed my sprinter rep again. Asking if there is anything he can do to help the client out. With getting the trailer back to Canada. This is when he told me to have the clints contact Mercedes-Benz Canada to get the trailer back to them. I let the clients know. As of today 10-10-2022, the clients van is in the shop and getting worked on. No update as of this minute. 10-10-2022 pulled engine out. 10-11-2022 Tore in engine down for inspection. Found the engine to be damaged. 10-12-2022 Ordered the replacement engine. Still waiting for Mercedes- Benz to approve replacement. 10-12-2022 Received the info that Mercedes-Benz USA would not help out clients and tow their trailer home. 10-13-2022 Got with our GM. We agreed to help them out with their trailer concern. Reached out to the client and let them know that Mercedes-Benz of Billings would cut them a check for the expense to get there trailer back home. 10-14-2022 We have cut them a check and are mailing it out to them. Still have not received authorization to install the replacement engine. Still have not received the replacement engine also. Hopping for it to show up on 10-17 or 10-18. Then we will be waiting for Mercedes-Benz USA to approve replacement.

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