Consumer complaint received 2025-11-04 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Problem when attempting to purchase vehicle at the end of the lease
Company: Mercedes Benz Financial Services
State: FL

Complaint narrative:
I have still not received the breakdown for the vehicle. I have contacted the lien holder again today XXXX who reports only leadership can complete & provide this break down.

This break down is required by the bank in order for my loan request and submit application to purchase the vehicle outright from the lien holder.

.The lien holder has given me 3 different pay out balances which Ive included in previous complaints. Multiple representatives have told me theyre no additional charges in this other than the towing fee in this value, while others say their may be but they arent sure, while others have told me that theirs residual value and sales tax included, other told me no sales tax isnt included. However, none have been able to provide me a break down specially with the final number for me to make this request to the bank. 

Since the only person who can possibly provide this breakdown is the supervisor, ( XXXX XXXX XXXX whos been out of office since last week, he returned yesterday XXXX I followed up today since I have not received any update yet, and was told again its due to the supervisors having a timeline of 24-48 business hours to call back. Since they only have one supervisor and hes the only person who can possibly provide me with this information its eating away from the amount of time I have to get my car back before auction. 

Im not responsible for their staffing. If they only have one supervisor who is able to provide what is needed to my bank its essentially taking away from the amount of time that I have before my car goes to auction, which is legal sale date of XX/XX/XXXX. That is unethical. 24-48 business days is just that, it shouldnt be based on the supervisor being out of office. In the event, the supervisor is out of office or the supervisor is on vacation then they should have somebody else who was taking over that leadership responsibility. 

I have the legal right to purchase my vehicle within the time frame given to me based on the legal sell date theyve provided me. I can not move forward in requesting a refinance auto loan for an amount that has no breakdown or specific value as to how theyre coming up with that payout amount. 

I am doing my due diligence and trying to work with their timeline, however they are making it almost impossible and this somewhat feels malicious in them not providing me the information thats needed in order to give me the opportunity to buy out my vehicle, as no bank for an auto refinance loan is going to just take a written number in an email like theyve been sending me which has discrepancies between the numbers when the account is closed so no interest should even be included in those numbers. It also doesnt make sense to me for them to only have one supervisor, who is able to provide me with this information. What happens if the supervisor goes on vacation or is out of the office again until after my legal sell date and the car goes to auction? Theyre not even allowing me the opportunity to purchase my vehicle outright. I can not and will not pay a value when I dont even know if thats the correct value. 

Given the history Ive had and am currently having with this establishment, I wouldnt put it past them that theyre holding up getting this information from me to purposely to just auction my vehicle. Since theyre saying theyve providing me with a pay off ( multiple times ) but there are so many discrepancies in that amount. So its not truly a pay off if I dont know what the actual pay off is, yet theyre holding off on telling me that. 

And I believe that they would give me a wrong value and then say that its less than the true payoff amount and if I do send that value and it is less than what they turn around and tell me, theyll still auction my car off even after receiving funds. 

This is a Mercedes-Benz vehicle and it was purchased through Mercedes-Benz financial and this account is currently being managed by the Mercedes-Benz redemption department

Company response to consumer: Closed with explanation