Consumer complaint received 2015-06-10
Company: Mercedes Benz Financial Services
State: TX
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Taking out the loan or lease

Complaint:
XXXX Vehicle Purchased from XXXX XXXX XXXX XXXX XXXX XXXX XXXX Not detailed & Required Accessories not issued. Console needs repair.Note- Vehicle States Intermittently " Vehicle Not in Park, Vehicle May Rollaway '' XXXX Vehicle was taken to Mercedes Benz XXXX for Detail Service and Given Required Accessories. Refund Check was still not available as previously stated by XXXX XXXX. 
XXXX Given Mercedes Benz Financial Contact InformationXX/XX/2015- Vehicle taken to Mercedes Benz XXXX XXXX Indicator Light on for Tire Service XXXX Sent text to XXXX XXXX, XXXX It 's XXXX. I will be in town this week. Will you let me know when I can stop by and with who to pick up my check with please. I have scheduled a Maintenance Appointment with my regular Mercedes Benz Service department. Thank you! " XXXX Resent Text message to XXXX XXXX XXXX No response from XXXX XXXX XXXX, Responded, XXXX Morning, I just checked and my accts payable said your check was mailed last week. '' No check received -Note : Vehicle Braked Unnecessarily on Intersection which could have caused an accident XXXX Car Serviced at Mercedes Benz XXXX for XXXX Limited Warning Limited Warning Light On and Console Replaced ( Service Advisor, initially wanted for me to take vehicle back to Mercedes Benz XXXX to get Console replaced ) -Note : Traction Light Intermittently comes onXX/XX/2015- Vehicle Picked up from Mercedes Benz XXXX from service departmentXX/XX/2015- Left XXXX Finance Manager several voicemails with no call back. XXXX I called back spoke to switchboard operator and I requested to speak to General Manager of Dealership. My request was denied and I was transferred to XXXX, Pre-Owned Sales. XXXX stated that he would convey information to finance with no call XXXX BBB complaint # XXXX filed against Mercedes Benz XXXX " I was promised that I would not be charged {$13000.00}, Nitro Tire Charge for my new vehicle purchase on XXXX/XXXX/2015. I was originally informed by my Salesman that if the check was n't ready within the week that, he would have it ready when i pick up my registration sticker. When I picked up my registration sticker, I was then informed that it would be ready in a few days. When I messaged him later through the week I was informed that the check was in the mail. On XXXX XXXX I contacted left Finance Manager XXXX several voicemails with no call back. I requested to speak to the general manager of the dealership and I was transferred to the XXXX, Manager of Pre-Owned. XXXX stated that he would convey the message to finance with no call back on XXXX/XXXX/2015. And it goes on and on and on so I am now asking for the assistance of the BBB. " XXXX Contacted Towing company via Mercedes Benz Roadside Assistance per XXXX and no Loaner would be issued. I was informed by Roadside Assistance that I must be present to sign although no signature was requested/required at the time the vehicle was picked up. ( Vehicle stated " Service Required, Do Not Shift Gears '' ) XXXX Left voicemail for XXXX that vehicle was picked up and towedXX/XX/2015- XXXX called stating that vehicle has not arrivedXX/XX/2015- Left voicemail for XXXX and contacted Towing company per XXXX voicemail that vehicle has not arrived. 
XXXX XXXX called and stated for me to contact Roadside assistance for location. XXXX Contacted Roadside Assistance and they would not release location to me without a Police Report. XXXX E-mailed sent to XXXXXXXXXXXX & E-mailed sent to XXXXXXXXXXXX stating " I have contacted several team members as well as members of management and I have XXXX issue that that I have unresolved. I am hoping that you can assist me. Please call me at XXXX. '' No Returned E-mail or call XXXX- XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation