Mercedes-Benz of Hilton Head

charlie.sinatra responded

I prefer not to use password

Mercedes-Benz of Hilton Head responded

Hello Mrs. Blocker, Thank you for reaching out for some assistance on your pre-owned Mercedes-Benz. We accept all Mercedes-Benz vehicles for service no matter where they are purchased from. I was contacted by your reputable dealer to see if Mercedes-Benz manufacture would cover a pre-existing problem with this vehicle to assist them in the repair. We submitted the documentation and photos of the rust, corrosion, and problem the vehicle had from before you purchased it. Unfortunately this was not a warrantable repair as it was outside of Mercedes-Benz coverage as pre-existing. I spoke directly with the dealership personnel who reached out to me for assistance asking to help them resolve their problem in selling a vehicle with a defect. At this time all communication was going through their management staff for communication as their reached out to me for help for a problem they had in selling a customer a vehicle. I will also mention they acquired this vehicle that was from out of state and they, nor anyone would know what could have happened to the vehicle before they bought it to resell. We did not sell you the vehicle, the reputable dealer who sold you the car should stand behind repairing the vehicle that they sold you. I offered the selling dealer price discounts to assist them in making the vehicle whole that they sold you. We stand behind our products and services we sell and if you did purchase the car from us we would have paid the bill to have it fixed as we stand behind the vehicles we sell.

Holly B responded

Mercedes-Benz of Hilton Head you are 100% correct it is an existing problem but it’s a KNOWN fact by Mercedes affecting other vehicles. They have since made a protective cover to keep water from getting into the system and since it IS a known issue Mercedes should stand behind their product. So where exactly is this water coming in?? Can anyone explain that? It’s not a coincidence that it’s happened to many consumers. PERIOD- clearly a design flaw in this GLS model. Standing behind the vehicles you sell is one thing, but standing behind the vehicles you make is another- ESPECIALLY when it’s under warranty. Hopefully if enough people bring this to Mercedes attention- the right thing will be done and that’s address the issue that’s causing it! As far as customer service,It would have been nice to have received a phone call from you personally as maybe it would not have come to this…