Mercedes-Benz Of Rochester

"(removed member name) brought her 2002 Mercedes CL600 on August 24th 2012 to have a suspension concern diagnosed and repaired. Our technician diagnosed the concern as an ABS pump internal fault, which had sprayed brake fluid under the hood during the failure. (removed member name) authorized the repairs, and we replaced the pumps and cleaned the engine compartment. During the programming of the pump, the accelerator pedal control unit tested out of specification. We replaced it at no charge as a courtesy. In February 2013, (removed member name) called our corporate office directly to voice a complaint over the service performed in August 2012. We offered to have her bring her vehicle in for inspection, as she claimed that there was discoloration on the under-hood panels from the cleaner that we used. Upon inspection, we found discoloration on the plastic air box which we offered to replace and then installed as another goodwill gesture. This was a $980.00 investment in goodwill by our dealership. During this visit, (removed member name) also wanted us to look into the check engine light that was on. The light was due to misfiring ignition coils on one side of the engine. We offered her this repair at a discount, and she authorized the work. At that time, she also added an oil and filter change along with a transmission fluid change with filter. We advised her that the NYS inspection was due, which she also authorized. We replaced the coils and all 12 corresponding spark plugs, changed her engine oil using Mercedes special tools for oil fill, and changed the transmission fluid and filter. During the safety inspection, we found that both upper strut mounts and the control arms that they attach to were loose. We sent her a video of the loose components as she lives more than an hour away. We also informed her that her 3rd brake light was broken. She disputed the third brake lens stating that it wasn’t broken when she brought it in. We paid for the lens as well under goodwill for $334.00. (removed member name) test drove with the service manager and the check engine light came on after 15 miles. Upon diagnosis, the other side of the engine had codes for the ignition coils. We offered her the same deal as the other side and returned (removed member name) to the loaner vehicle that we extended to her upon initial drop off. Upon completion of all repairs, (removed member name) came in and claimed that the LCD display inside of the vehicle interior was damaged by us during the visit. The screen has black lines running through it, which is a common symptom of age and wear. (removed member name) also claimed that we overfilled the oil by 2.5 quarts. Mercedes must use a dealership specific service tool, which we checked it with, and found it at specifications. We refunded her the money she spent on the oil change, as goodwill. Mercedes Benz of Rochester has gone above and beyond to attempt to satisfy this customer. We have extended ourselves farther than necessary to meet (removed member name) expectations."