Mercedes-Benz of Lubbock

Complaint Summary Against Mercedes Dealership and State Farm I am filing this complaint regarding the improper handling of my car repairs and claim denial after my Mercedes vehicle was damaged while in p Farm I am filing this complaint regarding the improper handling of my car repairs and claim denial after my Mercedes vehicle was damaged while in possession of a certified dealership. When I brought my vehicle to the dealership for repairs, the intake was functional and showed no prior issues, aside from unrelated ISM damage under the car. After the dealership conducted repairs, I received a call from the technician manager informing me that the intake manifold had been severely damaged upon starting the vehicle. The damage resulted in disintegration. I have video evidence of the mechanic inspecting the manifold and expressing that they had never seen such an issue before. The video shows two bolts lodged deep in the air intake manifold—approximately six inches into a hard-molded engine intake cover designed to withstand high temperatures. I am not a mechanic, but it is evident that bolts do not sink into such materials naturally or by wear and tear. The narrative from the dealership staff has been inconsistent and raises suspicion. Initially, the mechanic and shop manager stated they had never encountered this issue before. However, later they claimed to have seen this issue in numerous vehicles, alleging defects. Despite this, they contradicted themselves by confirming that my vehicle did not exhibit such a defect. The inconsistency in their statements and lack of accountability suggest negligence on their part, potentially a deliberate action to manipulate the situation and absolve themselves of responsibility. When I attempted to file a claim with State Farm, my insurance provider, I was met with a denial based on “wear and tear.” This determination is unfounded as my car was functional before leaving my driveway and entering dealership possession. Furthermore, the sudden explosion and damage to the intake manifold indicate external interference, possibly caused by someone at the dealership. If neither I nor the dealership caused this damage intentionally, it would logically fall under vandalism, as outlined in my policy coverage. I have service records from the previous and only owner, confirming that the motor was in good condition. State Farm's refusal to acknowledge the video evidence and refile the claim as vandalism implies a questionable partnership with the dealership to facilitate claim denials. This has left me without a functioning vehicle for weeks and subjected to undue stress and financial strain. More

Was very pleased with my service!! They were great to send someone to pick up my car and leave a very nice loan car. This was warranty work so there was no charge. Monte suggested new tires but I wante send someone to pick up my car and leave a very nice loan car. This was warranty work so there was no charge. Monte suggested new tires but I wanted to get a little more out of mine. More

Monte, Craig, and the Alderson Mercedes team take great care of me and my vehicle every visit! I appreciate their dedication and commitment to customers. care of me and my vehicle every visit! I appreciate their dedication and commitment to customers. More

Excellent service! Monte Ebeling was knowledgeable and professional. The service was completed in a timely manner. Everyone I encountered at the dealership was very friendly and courteous. professional. The service was completed in a timely manner. Everyone I encountered at the dealership was very friendly and courteous. More

It was a delight. Thank you for your friendly service! I look forward to my next visit and seeing you all again. Thank you again for such a wonderful experience. look forward to my next visit and seeing you all again. Thank you again for such a wonderful experience. More

The quality of service at Alderson’s stands out and it’s unique, the best!! unique, the best!! More

The reason we buy Merecedes is this dealership. Very quick, friendly. They give you a ride home or loan you a car . They wash your car after every service quick, friendly. They give you a ride home or loan you a car . They wash your car after every service More

Great service at this dealership. I have been a customer for a very long time. Monte Ebeling runs a very professional & efficient department. They are ready for your vehicle at your appointment time and you for a very long time. Monte Ebeling runs a very professional & efficient department. They are ready for your vehicle at your appointment time and your car is ready and clean when you get it back. They stay in communication with you and let you know just as soon as it’s ready. More

Good, friendly, timely, professional, personal when necessary. Monte Eberle does this with finesse and thought. Because of my encounter with Monte my daughter will buy. necessary. Monte Eberle does this with finesse and thought. Because of my encounter with Monte my daughter will buy. More

I will always buy a vehicle from Alderson, the service is the best. Monte Ebeling makes the service department a great easy experience, this is why I will purchase from Alderson. the best. Monte Ebeling makes the service department a great easy experience, this is why I will purchase from Alderson. More