Consumer complaint received 2025-01-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Mercedes Benz Financial Services
State: GA

Complaint narrative:
XXXX : ** Complaint Against Mercedes-Benz Regarding Unsafe Vehicle, Denial of Buyback, and Persistent Safety Hazards Dear CFPB, I am submitting this complaint against Mercedes-Benz regarding the unresolved safety issues with my vehicle, purchased as new in [ month/year ]. Since XX/XX/XXXX, the car has repeatedly shut down while driving, posing significant safety risks to both myself and others on the road. Despite numerous attempts to resolve the matter with Mercedes-Benz , they have failed to take accountability, and my requests for a buyback have been improperly handled and ultimately denied. 

# # # **Incident Timeline and Details** XXXX. XXXX XXXX : The first incident occurred on XXXX while driving in the far-left lane. The car suddenly shut down, forcing me to coast to the nearest exit. After restarting the vehicle, I continued driving, believing it to be an isolated issue. 
XXXX XXXX XXXXXXXX : The car shut down again, prompting me to take it to the Mercedes-Benz XXXX XXXX XXXX However, the dealership claimed they could not identify any issues. 
XXXX. XXXX XXXX, XXXX : After experiencing at least XXXX shutdowns by this point, I submitted photos and videos documenting the occurrences and formally requested a buyback. I was assured that the problem would not recur. 
XXXX. XXXX & XXXX XXXX : Despite their assurances, the vehicle shut down XXXX more times. Each time, Mercedes-Benz claimed to have fixed the issue. 
XXXX. XXXX XXXX, XXXX : After retrieving the vehicle, the problem persisted, and the car required servicing again in XX/XX/XXXX. 
XXXX. XXXX XXXX, XXXX : Following yet another shutdown, I returned the car to the dealership on XX/XX/XXXX. Mercedes-Benz kept XXXX vehicle for extensive testing and repairs, holding it from XX/XX/XXXX until XX/XX/XXXX. 

# # # **Failed Buyback and Ongoing Concerns** - **Mishandled Buyback Request** : I initially requested a buyback in XX/XX/XXXX, but the process was mismanaged. The XXXX Customer Relations XXXX, XXXX, assured me the buyback was initiated in XX/XX/XXXX, though I later discovered it was not initiated until XXXX. By XX/XX/XXXX, while the car was still in their possession, my request was denied. 
- **Excessive Testing Miles** : During their extended testing, Mercedes-Benz added XXXX XXXX XXXX to my car, but the underlying issue remains unresolved. 
- **Lack of Transparency** : The XXXX Customer XXXX XXXX provided inconsistent and conflicting information throughout the process, further delaying any meaningful resolution. 

# # # **Current Status** Despite multiple repairs and months of testing, the vehicle remains unsafe. I can not confidently drive, sell, or rent this car due to the ongoing risk of it shutting down unexpectedly, endangering lives. Mercedes-Benz has failed to address this hazard effectively. 

# # # **Resolution Sought** I am requesting the CFPB investigate this matter and require Mercedes-Benz to : 1 . **Buy Back the Vehicle** : Initiate a full buyback under applicable XXXX XXXX protections, with documented mileage as of XX/XX/XXXX. 
XXXX. **Reimburse Costs** : Compensate me for all related expenses, including alternative transportation and repair costs. 
XXXX. **Improve Accountability** : Implement processes to ensure no other customer experiences similar safety hazards or mismanagement of buyback claims. 

I have attached all relevant documentation, including photos, videos, repair orders, and correspondence, to substantiate my claims. 

This situation has been both frustrating and dangerous. I urge the CFPB to take appropriate action to hold Mercedes-Benz accountable and ensure consumer safety is prioritized. 

I cant upload videos and pics my computer doesn't have the space, however I can send them, via email upon request. I have all the documents from dealership, and all pertinent videos of the car shutting down.

Company response to consumer: Closed with explanation