Complaint Review: Mercedes Benz of Encino

The following letter was sent to the owner Steve Zubieta at Mercedes Benz Encino. I gave him some time to contact me... I never received a call or email from him.  The letter below will explain it all!

Dear Mr Zubieta:

On March 28, 2013, I finalized a lease on a 2013 E350 at your Mercedes Benz dealership. I spent over 3.5 hours that day negotiating with Raymond/Helen and waiting for the car to be ready.  I left your dealership happy with my experience and with a deal that I felt comfortable with. 

Unfortunately, the next day I received a call from Helen stating that I needed to come into the dealership and that something had come up. I returned Helens call asking what the issue was.  At first she was not forthcoming on what the issue was.  I stated that I was working and did not have time to come in and was confident that I could resolve the issue over the phone if she would just let me know what it was.  She told me that she would find out and call me back even though I knew that she was aware of the issue at that time. 

I received a call about an hour later stating that Mercedes Benz financial was inquiring about a mileage balance of $6,602.44 that I owed from my previous lease (2008 CLS 550) that I turned in over 2 years ago.  I was shocked to learn about this.  I asked Helen how this could be and why this is was not brought up earlier. Her reply was that it was my responsibility and I needed to pay it.  I then reminded her that the whole reason why I got out of the CLS 550 and into my current car (2011 C300) was to bring down my payment and get out of my CLS 550 lease early.that is why I pay $300+ more a month than I should on a C300.  It was absorbing what it cost to get out of my CLS lease.  That is why I made that deal over 2 years ago. 

I also asked why is this the first I am hearing about this issue. Her reply was that Mercedes Benz has been trying to get a hold of me.  Really? Mercedes Benz has been trying to get a hold of me?  I have a car now that I pay for every monthI have been paying monthly for the last 8 + years to Mercedes Benz.  They know how to reach me.  I have never received any inquiries from Mercedes Benz and there is nothing on my credit that reflects this matter. 

Numerous calls continued back and forth and valuable time spent discussing this and the only response from Helen is that I need to figure out this matter on my end.

At this point, I am extremely frustrated and know that there has been some mistake made at your dealership.  I expressed to Helen that this has been the worst experience I have ever had as a consumer.  I told her to pick up the car and bring me back my C300, my $1200 down payment and some sort of paperwork stating that I am not responsible for the E350.  Raymond picked up the car and dropped off my C300. We are on the 4th day since the car was picked up and I still have not received my $1200 refund or release of lease paperwork.

It is extremely hard to comprehend that as a consumer who has been loyal to Mercedes for 8+ years and more importantly loyal to your dealership (3 cars leased from Encino) that this is the way I was treated. To pay almost $100,000 over the years and be treated this way is truly appalling. 

Out of respect to you as a business owner I am writing to you first to make you aware of this matter that has taken place at your dealership.  I would appreciate it if you would contact me to see if we could discuss this matter in person and see if we can come to some sort of resolution.

I look forward to settling this matter amicably.  If, however, the matter is not resolved satisfactorily by 4/5/13 I will be taking further action to resolve this issue through a consumer protection agency, the Better Business Bureau and Mercedes Benz.