Consumer complaint received 2025-10-21 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Repossession — Account reinstatement or redemption after repossession
Company: Mercedes Benz Financial Services
State: FL

Complaint narrative:
Mercedes Benz financial hired a third party who unlawfully picked up my vehicle from a locked residential parking garage on XX/XX/year>. 

They provided me no notice via mail or verified mail. This is now the second time theyve done this. The first time was in XX/XX/year> where my vehicle was repossessed from the same garage. They reported that correspondence was sent to me via mail. However, upon further review they were submitting documents and correspondence to a very old address. After I paid the {$6400.00} back in XXXX to reinstate they assured me that all correspondace would be updated to my most current address. The address the vehicle has been picked up from ( twice ) the same address weve disputed about prior, and the only address that Ive used in over a year to authenticate my account. 

On XX/XX/year> I called to make a payment to my account and was told my car was repossessed. I had no idea until I was told via phone. They again mentioned this was to me via mail, including a letter to cure, once again to my old address. 

They also stated because this is a second repo that I have no rights to reinstate only to buy out. I asked where in my lease this was, the agent quoted a specific clause when I asked her to email me this information so I can refer to this within my lease, she sent me a word document with typing into it stating that a second repo would result in only buy out option, not my lease or where this is within my signed lease agreement I have been calling everyday since XX/XX/year> when my vehicle was picked up asking for my sell date, up until today theyve said no sell date is available. Today an agent told me not sell date will be provided to me since my car is a buy out only and they can sell at any time. I told her by law they need to provide me my sell date, they also sent me a buy out letter good for 10 days so they cant sell within that time to begin with, and she hung up. Another agent called me back and said is date is still pending. 

The last time I retrieved my vehicle they gave me two different quotes that I needed to pay to reinstate, due to the discrepancy I paid the higher value to avoid anymore issues. This time around I know my rights I went through this matter deeply with them last time to please assure theyre sending me corresponding documents to my CURRENT address. Theyre well aware of my address they not only used third party venders to unlawful enter the locked residential parking to retrieve my car, twice at my address. This address issue was previously discussed, and supposedly corrected on their end from the last time. This address is two counties over from my previous address as well as what I use to authenticate. And theyre not giving me a sell date Im almost sure so they can say that theyre selling my vehicle last minute and send this notice again to my old address. Theyre also avoiding to allow me to know where my vehicle is.

Company response to consumer: Closed with explanation