Complaint Review: United Auto Group

Be very careful if you choose to do business with United Auto Group (UAG).

The company advertises a "Satisfaction and peace of mind 90 day / 4,500 mile Powertrain warranty at no additional cost". After a $7,000 repair quote on my 58 day old 2007 E350, I received numerous excuses as to why the warranty did not apply to my car.

I called UAG's salesman, Sean, on day 53 when the engine light first came on, asking how I could use the warranty. Sean was quick to tell me the defective part was unique to Mercedes, and therefore not covered by the advertised warranty. When I told him balance shafts were not unique to Mercedes, he said he would check with his mechanic and get back to me.

The next day Sean sent a text and said the code could be serious or minor and if I wanted I could take the car to his mechanic. I chose to take my car to the Mercedes dealer, who verified the balance shaft needed to be replaced and it would be $7,000. The problem was known to my model and year, but no recall had been issued. The memory board showed the P0017 code was stored, and had been previously tripped.

I immediately called Sean, sent him a text, and an email asking about the warranty. Three hours later he sent a text stating he would have his manager call me.

By 2:30 the next I had not heard from the manager, so I drove to the dealership.

After listening to my issue the manager, Brian, quickly stated the warranty did not cover my repair and because I had received a discount the advertised, no cost warranty, did not apply to my vehicle.

I remain confused as to why a no cost warranty would be taken away if the car is discounted off sticker price.

UAG did offer to have one of their mechanics repair the problem at reduced rates. I appreciated the offer, but as I explained, the job requires the engine be pulled, and completely dismantled. There was no comfort for me in having anyone other than Mercedes do the job.

I let Brian and Sean know I had found a buyer for the car at $14,000. And if they were not going to honor the warranty I asked if they would give me a $2,000 refund to help offset the $17,500 price I paid.

Brian stated they were an incorporated business and he would not be able to give me any cash back. Instead he offered to buy the car back at $15,000 if I purchased another car from them.

I decided at that point the conversation was pointless, these guys had my money ... and that was that. I sold the car to another dealer and am moving on.

Not only did I not get the warranty that was advertised. When I could not find the advertised I-Pod Interface cable, I was told it did not come with one and the marketing department had made a mistake on the ad.

Buyer beware.

I wish I had not purchased my car before the first warranty issue about UAG was reported on this site, it may have saved me some money.