Complaint Review: Mercedes-Benz of Naples - Naples Florida

Mercedes-Benz of Naples appreciates feedback and responses from customers and clients to help us
improve the method and nature of our business practices. As a business we strive to deliver an enjoyable purchase and service experience that exceeds our customers and clients expectations, as an active member in our community we contribute to the various organizations that we feel create a positive impact to our community.

In the case of this specific customer, we in good faith facilitated the sale, purchase, and delivery of a
Certified Pre-owned Mercedes-Benz E350. The customer contacted us through the Internet while perusing our online inventory at www.mercedesbenznaples.com. While there he inquired further into the purchase of the vehicle and was soon contacted by our Internet Manager, Alex Gallardo. After agreeing on a price for the vehicle, this customer proceded to go through the application process to finance his vehicle of interest.

After many attempts, and countless hours, our Finance Manager, Joe Jalbert, was able to find a Lender
willing to approve this customer, if he met certain criteria. After discussing with the customer this information, he agreed he could meet those conditions set by the Lender and proceeded to make arrangements to come to Naples, FL from North Carolina and take delivery of his new Mercedes-Benz.

Upon arriving and finalizing the necessary documentation it was discovered by the Lender that the documents required for their Loan underwriting were not to their approval and turned the Loan down, both Mr. Jalbert and Tom Hite, Pre-Owned Sales Director, felt very bad that this customer had come all the way from N. Carolina and not be able to drive his new car home, again Joe Jalbert contacted the Lender to see if they would re-consider, again another 5 hrs of time invested, he was able to get them approved . The customer signed all the necessary documentation, Camilla Adcock, Sales Consultant, proceded to go over all the details and workings of the features, and this customer drove home in his new Mercedes-Benz.

The Salesperson called the following day to make sure that he arrived safely and if he had any additional
questions, he said he had none and was very excited with his new car, he even wrote a great Yahoo Review praising Mercedes-Benz of Naples, please refer to Yahoo Dealer Surveys posted 3/21/2013, quote Alex and Camela were great and I also liked Joe the Financial Manager, professionalism and again I would encourage anyone to please consider this dealership for your next car, you will not be disappointed. As you can see this customer was extremely and completely satisfied with his product, the place where he did business with, and the people who provided and exceeded his expectations.

So what went wrong? The lender needed additional clarification of information stated in customers
application, we contacted this customer to let them know of the single document required by the Lender, no other monies were required, no other stipulations, the Lender approved this customer if he could just prove the information stated was correct. Unfortunately thats when this customer turned the other cheek, he purposefully avoided all attempts to provide us with this document, after repeated attempts from his Salesperson, the Finance Manager and Sales Manager,
whom he had praised earlier, he now decided that it was too bad, he was too busy, or could not be reached. After 3 weeks, and 1800 additional miles placed on the car he did not own, we made arrangements to take back the vehicle.

From his deposit we excluded all our expenses for transportation fees from North Carolina, mileage (1800 miles driven by customer), DMV charges, and registration fees. He received all of his remaining balance back. I contacted this customer personally to resolve this and clarify prior to this Re-Buttal but I was not willing to get a word in. We pride ourselves in doing business ethically and with the utmost integrity, because of the malicious intent to commit fraud by this customer, we feel it is our responsibility and duty to report this customer. We hold no malice towards this individual and welcome any comments, to contact us please email your repsonse to [email protected].

Respectfully submitted,

Mercedes-Benz of Naples
[email protected]
www.mbnaples.com

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A Bill of Sale clearly states the total amount of the purchase and the amount of the down payment.

Are you claiming that they changed the terms of a Bill of Sale or did you fork over money without documentation that states the terms of an agreement?