Caution: I recommend anyone that is interested in - jack.m
Caution: I recommend anyone that is interested in purchasing a used or CPO Mercedes from Mercedes of Buckhead; have an inspection performed by a third party before purchasing. In recent years I have purchased three Mercedes from Mercedes dealers; a new C class, a CPO E450 Wagon and a used 2022 CLS 450 from Buckhead.
Prior to this purchase, I have had nothing but positive experiences and superlative customer service! I purchased the 2022 CLS 450 in question (30K miles) was 10 days ago, after visible inspection and a short road test on local roads around the dealer ship but did not have an opportunity to drive at highways speeds (over 45). I purchased the car and headed home (Jacksonville, FL) and experienced heavy traffic on I 85 and I75 for the 1st hour, once traffic started clearing and I was able to get to 50-60 mph, I felt a slight vibration/shaking of the wheel. As traffic cleared further and was able to drive in high 60s to low 70s the vibration became much worse. The service records on the car showed a recent front tire replacement but no recent tire balancing, I thought “no big deal I will get all four wheels balanced when I get home”.
On the Monday after getting home on Friday, I took the car to a Tire shop I have used for years. Shortly after they started the service, the Tech came out and said I have a problem in that front passenger wheel is bent and can not be balanced. The showed me (and I videoed ) the wheel spinning on the balancing machine and it was obviously out of round.
I called the dealer, and their 1st reaction was to blame me and say I must have hit something. I explained that I drove directly to my house, and never hit or ran over any debris! I sent them photos of the wheel with no visible damage and the video. I was told that since I did not purchase tire and wheel coverage I was out of luck. I explained that coverage was for damage incurred by the owner, not preexisting damage before the purchase of the vehicle. I was told that my issue would be elevated and they would get back to me. They did not.
The next day I researched and discovered that a replacement wheel was $1,000. The tire store recommend that I take the wheel to one of the two wheel specialist in the area, that successfully can straighten bent alloy wheels. I went to the highest rate one, the owner indicated it was only a slight bend (barely visible on the inside of the wheel) and should be an easy fix. He put the wheel on a fixture with a dial indicator which indicated about 35 thousands out of round that should be an easy fix, however when he put it on the fixture used to straighten the wheel, he discovered a crack. He stated the wheel could not be repaired and must be replaced and inspecting the crack he saw slight corrosion in the crack and stated that the corrosion would not have appeared if the wheel was just damaged three day before as the dealer alleged.
I called the dealer with this new information, and was told the sales Manager would be out until Monday and I would be contracted then, with their determination. It is now Monday evening and I have no contact, and doubt I ever will. What should have been a good experience has been a disaster, a car unsafe to drive, that will cost me $1,100 for a new wheel and installation and about that much in lost wages taking time off for multiple visits to tire store and wheel specialist. The lack of customer service and empathy or attempt to resolve the issue is somewhat shocking from a Mercedes dealer, be forewarned.
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