Consumer complaint received 2022-10-11
Company: Mercedes Benz Financial Services
State: TX
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
I leased a purchase for a Mercedes Benz with the option to buy. My initial walk in was to purchase a car, but I was told because I a lot of travel, that I should do a lease purchase. I told them I didnt want to do that. But they assured me it was a better option that way I can trade out when I wanted to. I test drove a Mercedes XXXX which had keyless entry and touch door features, along with seat warmers, touchscreen keypad for driving. However, on my way home I thought maybe I was doing something wrong. I noticed two days later, because I was on call the next few days at the hospital I worked at, I noticed when I got to my car that I couldnt open it with my hands. I park in the garage at my home so it was no need to lock the door, also notice no remote start. I complained immediately, and was told by the general manager that I only had 3 days to return the car. At that point I felt stuck in the car. So, my next option was to do a trade since I had enough time before my 10000 miles were up. I noticed when I get my first oil change that it wasnt free, being that I was told if anything went wrong that everything would be covered under the lease protections. It included scratch and dent protection, tires unlimited, paint protection, oil change I had to pay for the first and that was the only feature I had to worry about. I spoke with customer relations letting them know through my car call center in my car, because it allows you to use that feature for your oil change when the warning comes on. I told her what I was planning to do, she said I was good to trade in. When I did my first oil change at Mercedes in XXXX, they told me, non of what I mentioned was in my paperwork. I called Mercedes XXXX XXXX, and had to take my car 3 hrs away to get the oil change and paperwork updated. Which I had never seen the paperwork until my first oil change because I was informed that it would be mailed to me. I assumed that all my paperwork was updated until my first tire change, when I was told that they were covered under my plan. When all was done they gave me an outrageous price, and told me it was going to be a while before my car was ready. After sitting in the waiting room for hours. I was supposed to leave on a trip to Indiana, and now had to leave the next day. After waiting for so many hours I was finally told my tires wouldnt be in until later that afternoon. So, I was finally offered a rental, not to go out of town, when I was supposed to just get the tires and be on the road. I was there at my appointment time, XXXX. My car was ready around XXXX. On my next and final event for a trade before my 10,000 miles. I was told that in order to trade out of my vehicle I had to pay {$19000.00} to get my new vehicle. At that point I knew I was stuck with my vehicle. So, I began to study consumer law to find my rights in what I could do, first it was a credit transaction that I know, when I signed my signature the car was already paid for, being that when your credit is pulled it is me who gives the credit. As a secured party, I would like my car back in which Mercedes repossessed it. They never helped get my car situation taken care of. I feel I am owed that right or to give the money that was taken from me, because I never received anything of equal value. They repossessed my car in the middle of the night, without a chance to say they were going to get it if things were not resolved, I paid faithfully until I began the process of fighting this off. There last response was that they denied me a right to rescission and considered the car paid in full. My understanding of this was it was paid in full. But, the car was repossessed. I kept the conversation open and I never heard back from the XXXX  at all. I kept the receipt of the letter and what I wrote to him. This was terrible business! I love Mercedes vehicles & said it will be my only go to car, but after this, I will never buy one again. They took the car off my credit report and put paid in full, and discharged the car, a few months later it was back on as me owing {$4000.00} on my credit.

Company response to consumer: Closed with explanation