Complaint Review: Mercedes Benz Financial Credit

One night my family and I were having dinner at home and a couple showed up and knock on our door. They told me that they are repossesing my vehicle for non-payment. I told them that it was a mistake because I had an agreement with Mercedes and Mercedes offered me a deferral payment for 2 months to be paid at the end of my lease contract and to continue my monthly payment as per agreement. Which I did. They actually have a fee for their deferral program that they actually charged me and accepted the payment. So despite of my talking they still took my vehicle. I called Mercedes the next day. They pass me around with so many people and none of them have a clue what was going on. They put me on hold for a long time after I mentioned that there was an agreement between me and Mercedes that they offered me a deferral payment. Nothing showed on their record that my vehicle was taken by their company and they've seen my payments current. It was a new offer from Mercedes to assist people who's having financial hardship due to economic changes and situation. So after talking to an assigned agent who's handling my account. She said that she's returning my vehicle and it was their mistake for taking my vehicle and that I don't have to pay anything and just to call the towing company that they assigned to have my vehicle deliver. Not only my car was repossesed. When I got my car back it has a lot of scratches all over my vehicle. I was even told to call the company that towed my car to arrange for pick up. This is the kind of service I was getting from Mercedes despite it was admitted fault. I continue making payments  until my a year and a half lease was completely over.

Then Another situation happened again with the same company. I have a 5 years lease contract and after my lease was over August 2010. Mercedez repossessed my vehicle again. They did not send me any letter or a phone call as to what my options are after my lease was over but instead they just towed and pick up my vehicle without notifying me or sending me my termination contract of my lease. I have some personal belongings inside my vehicle, and none of them even send me a letter or offer as to what my options are and their procedures to return vehicle after lease contract was over knowing my vehicle was purchase from the mainland and was transfer to a different location. Despite that I wrote them a letter prior to my lease was over and enclosed a business card for contact, they did not attempt to respond or call to inform me about the termination of my lease contract. I am assuming that they will send me the bill for any excess mileage or even a small damage for vehicle fast enough rather than formally sending me a letter as to my option or informing me where to return my vehicle since the lease contract was over. But no courtesy to send me any letter about the ending of my lease contract.

Is this the kind of service or business commitment you would like to experience especially on a reputable company like Mercedes Benz? To be honest I wrote a letter to the President and CEO Mr. Ernst Lieb to get him involve and for him to be aware of how their financial dept. is ruining their company reputation. But believe it or not they just referred me back to their financial department and send me a diary book for apologizing in their behalf. Would you do business with them knowing at the end of lease term agreement. They would just tow your car without notifying you about the lease? But if you review their lease program on their website. It sound so good to be true but what they did to me was a complete opposite. I know my lease was over but I have no clue as to where the car is and what happen to my personal belongings? Up until now no one had called me or even send me a letter or notification. Maybe they will be fast enough to access the vehicle and send me the bill. The car was involve into an accident also, which the other party that hit my vehicle will be responsible for the damage. But at this time I have no idea since I'm dealing with unprofessional business Company like Mercedes. I hope this won't happen to anyone by reading my report.