Consumer complaint received 2025-10-20 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Mercedes Benz Financial Services
State: NY

Complaint narrative:
I was listed as a guarantor, and at the time of default, I sought to take over the vehicle obligation in compliance with the agreement. And worked with XXXX XXXX diligently to retrieve vehicle ( collateral ) at that point in time. Despite this, Mercedes-Benz Financial failed to provide the necessary documentation or communication that would have allowed me to properly assume responsibility. Instead, their office allowed the account to proceed to repossession, resulting in significant and unjust harm to my credit profile. From the months of XXXX XXXX XX/XX/XXXX, there was repeated and enormous communication, especially through recorded phone conversations with XXXX  ( XXXX XXXX ) to obtain vehicle from XXXX  XXXX XXXX , and to possess it as a guarantor, in which XXXX  refused to help with and stated that they dont get involved in getting the vehicle. I was granted an extension due to lack of knowledge of knowing the account was behind, along with paying a minimum fee ( which can be seen on my account around these months, from my own bank card ) needed to continue to be in good standings with MBFS around the end of XXXX. 
Phone conversations that happened XXXX specifically, in which XXXX denied tracking or help with locating collateral, and even stressed to them for safety reasons I was no longer in contact with XXXX XXXX XXXX who was the primary account holder for this vehicle. Confirmation was given during these conversations with MBFS, that I in fact was the guarantor and can be sent paperwork to transfer the vehicle once in my possession. In the meantime, XXXX was telling me they would see what they could do from their end and let me know. In which no communication or attempt was made to contact me back or even proceed with any paperwork needed to properly take over the vehicle if I was able to locate its destination.

I was able to converse with a staff member of XXXX XXXX XXXX, who agreed to share the location of the vehicle, and who I would need to talk to to get the collateral. XXXX  was updated every step of the way, and that a payment would be made once I received the documents to be able to officially transfer the vehicle, along with the funds to properly do my due diligence. Especially since I was just made aware of the car not being paid for, I have not been in contact with the primary owners, XXXX  was not helping or guiding with the process and this was now a financial change for me. On XX/XX/XXXX, I spoke with a representative on a recorded line to send over documents needed for me to fully transfer this vehicle. For example, letter of permission and certified copy of title ; From the information given XX/XX/XXXX that it would be sent over ; XX/XX/XXXX the vehicle was fully insured and I just needed to await the other documents and any further communication from XXXX XXXX. I was told that these documents would be sent over twice to the address on file, and or to me personally at my home address. After six weeks, no paperwork or documents were mailed to any address. They then said they would send it directly to an NY DMV. After a three week waiting period, in which I was told 7-14 business days, to give time for papers to be transferred. On XX/XX/XXXX, I went to the XXXX DMV, and the documents were still not sent over. After I fully insured the vehicle to make for a smooth transfer, along with ample communication with XXXX XXXX XXXX ( Primary owners ) to retrieve the vehicle, MBFS said they are going to go ahead with a repossession. Even though documents necessary to properly register the vehicle, and to align with the insurance policy were never issued. XXXX pulled the insurance because XXXX lacked sending documents, and the insurance company saw the car was still under the business XXXX XXXX XXXX, as the primary account holder and owner of the vehicle. Their lack of communication and refusal to honor the contractual guarantor rights placed me in a position of artificial default. The handling of this matter created an appearance as though the intent was to repossess the vehicle in order to resell it at profit while simultaneously reporting a default against me effectively attempting to benefit from both actions.

Company response to consumer: Closed with explanation