On 5 January I dropped my silver in color 1999 Mercedes Benz ML320 SUV off at Metro Discount Auto Service located at 6100 East Capitol Street in Capitol Heights, Maryland for repair. I made contact with front desk associate B. Johnson and explained to her that the "Check Engine" light was illuminated on my vehicle's annunciator panel with an error/trouble code of P0400 (EGR System Malfunction) and advised her that my vehicle was had extremely poor gas mileage and appeared to driving extremely rough and sluggish. I first noticed the "Check Engine" light on in my vehicle on approximately 23 December. I also asked if her shop had the capacity to work on my particular make and model vehicle, and she stated, "Yes, we work on these types of vehicles all the time." I explained that my vehicle had been previously diagnosed by Mercedes Benz with the following maintenance issues: Complete tune up needed (2) Oxygen sensors and an EGR Valve needed replacing. I requested a vehicle diagnostic check to confirm the previous diagnosis and advised B. Johnson that I wanted to replace my existing spark plugs with Bosch 4 Platinum Plugs (as suggested by Mercedes Benz). On 8 January B. Johnson called me back to advise me that M. Williams had performed the requested diagnostic check on my vehicle and confirmed that my vehicle did in fact need a complete tune up and advised that 2 of the 4 Oxygen sensors and EGR valve needed replacing. She also stated that M. Williams discovered that the water pump and serpentine belt needed replacing and suggested an oil change. B. Johnson gave a grand total of approximately $2,500 for parts and labor and advised that my vehicle repairs would be warranteed and completed within 5-7 days. I agreed to the payment and awaited my vehicle to be complete. On January 12, B. Johnson called to advise me that the shops mechanic (s) had suspended repairs on my vehicle due to the business purchasing parts for my vehicle that required them to demand a partial payment of approximately $1,500 from me to continue repairing my vehicle. I found this demand to be extremely peculiar as it was not mentioned or discussed as a possibility or prerequisite prior to my vehicle being brought to their shop for repairs. I did not sign a contract or agreement acknowledging these terms nor was I afforded the option to pay this amount prior to Metro Discount Auto Service beginning repairs on my vehicle. I felt this was completely unprofessional and extremely poor customer service. I explained to B. Johnson that I wasn't prepared to pay the deposit amount demanded at that time, but would pay for the repairs in full upon completion of repairs as initially agreed. B. Johnson stated that she had to discuss this over with her boss, M. Williams, and she would "Get back to me" and let me know if this was acceptable. I contacted MDAS back the next day and spoke to B. Johnson and advised that I was attempting to come into their shop and make a deposit. Due to military and job obligations, and lack of proximity, I was not able to arrive at the shop and make a payment. I immediately notified B. Johnson of my circumstances. I was advised by B. Johnson and M. Williams that they would not continue to repair my vehicle until I arrived with the demanded payment and that I would be assessed storage fees of $30.00 daily until I either came in to make the demanded payment or completely paid in full for the repairs prior to my vehicle being completed. On 30 January I made a cash payment of $800.00 as a down payment for the repairs to continue, but was advised by B. Johnson and M. Williams that this was not sufficient and repairs still would not continue until a minimum payment of $1,500.00 was made and I was going to continue to be charged storage fees of $30.00 daily until I paid for my vehicle in full and picked it up. B. Johnson called my place of employment and cell phone on numerous occasions following my deposit of $800.00 to harass me and demand payment.
Finally, on 21 February the remaining and disputed balance of $2,752.74 was paid via credit card and my vehicle was released. The grand total was $3,552.74. B. Johnson advised me that I had been assessed $1,020.00 for storage fees. After my vehicle was released, I went out to inspect my vehicle. As I attempted to start my vehicle, I noticed that it had failed to start. I notified B. Johnson that my vehicle wouldn't start and she advised mechanic and shop owner M. Williams who jump started my vehicle. After getting my vehicle started, I noticed that the "Check Engine" light was still on as well as other lights indicating brake malfunction. I informed M. Williams of this and he stated, "Maybe it's just been sitting too long. Try driving it and see if the light goes off." M. Williams advised me that he test drove my vehicle but couldn't get the "Check Engine" light to go off and stay off. He also informed me that he had completed all of the requested repairs and advised me that I should drive my vehicle for a few days to see if the light went out and notified me that I could return my vehicle to his shop if there were any problems because his work was "warranted for 6 months or 6000 miles." I reluctantly took my vehicle from the shop. After driving it and observing that the "Check Engine" light was still on and noticing my vehicle was still driving extremely sluggish, performing poorly and still having extremely poor gas mileage, I took my vehicle in to have another "Vehicle Diagnostic Check" performed resulting in the same error/malfunction code of P0400 (EGR system malfunction) that my vehicle was initially dropped off at MDAS for. I immediately called MDAS on 23 February and spoke with B. Johnson to inform her that my vehicles "Check Engine" light was still on and my vehicle seemed to be having the same maintenance issues that her shop was supposed to have repaired. She notified M. Williams, who advised me to bring my vehicle back into his shop on 26 February in an effort to trouble shoot and correct the maintenance issues again. M. Williams also stated the he "may have forgotten to reset the Check Engine light" in my vehicle. I arrived at MDAS on the date requested and dropped my vehicle off. I returned the following day (27 February) after being called by B. Johnson and advised that my vehicle was repaired, to pick it up once again. After picking up my vehicle from MDAS and driving back to my residence, I still noticed my vehicle driving sluggish, poor fuel economy and the "Check Engine" light reappeared on my annuciator panel. While enroute to my residence, I called MDAS again and demanded to speak with M. Williams. After speaking with him, and expressing my complete dissatisfaction with the repairs, he asked me if I could bring my vehicle back a third time for him to "try to figure out what the problem was." He requested for me to return my vehicle on 2 March and assured me that he would make the necessary repairs himself. After arriving back in Delaware, I had another "Vehicle Diagnostic Check" conducted on my vehicle which still resulted in the same error code P0400. However, due to extreme and adverse weather conditions on 2 March all roads were closed, and I was unable to return my vehicle on the date requested. I called and spoke with B. Johnson on 2 March to reschedule for the following day. On 3 March I called to advise MDAS and spoke with B. Johnson and informed her that I was enroute from my residence in Dover, Delaware, bringing my vehicle in as agreed, and got off the telephone once she confirmed our rescheduled appointment. Approximately 30 minutes later and while I was enroute to MDAS from Delaware, I received a call back from B. Johnson advising me that M. Williams needed to reschedule, for 4 March due to his shop falling behind because of the extreme weather conditions. I agreed, and returned my vehicle to their shop as requested on 4 March. After arriving at MDAS, I demanded to speak directly with M. Williams and expressed to him that I was complete disgusted and dissatisfied with the repairs to my vehicle and requested a refund due to work not being performed correctly and having to return my vehicle to his shop numerous times from my residence in Dover, Delaware to have the original maintenance issue corrected. I requested a full refund in the amount of $3,552.74, which he declined to repay.instead, M. Williams suggested that I leave my vehicle with him again for him to further trouble shoot, diagnose and repair, at no cost. I refused, and expressed that I did not wish to leave my vehicle with him again because I felt his shop failed to correctly and sufficiently perform and complete the original maintenance issue. M. Williams stated, "Please, I am not trying to get over on you. That's not how I do business. This shop isn't prepared like Mercedes shops are, to work on these kinds of vehicles. I don't have the special tools or equipment that they have. But please, give me one last chance to fix it. I'll even take it to Mercedes myself and pay out of pocket to fix that P0400 code. It's going to take me a few days to find out what that code means and try to fix it, but I need you to leave it here today." I informed him that I didn't want to leave my vehicle with him again and expressed my displeasure and concern about anyone from MDAS performing any other maintenance on my vehicle. He stated, "No one else will want to work on it. And if they do, you'll void your warranty for the work I did, so you might as well give me one more chance to fix it." I continued to express my displeasure and dissatisfaction and informed him that I did not have adequate transportation back to my residence in Delaware. M. Williams requested for me to return to drop my vehicle off on 10 March and ensured that he would have my vehicle repaired correctly, at no charge. He instructed B. Johnson to draw up a contract that stated, "MDAS will repair code P0400 on 99 Mercedes ML320, at no charge." This statement was drawn up in the presence of M. Williams and I and signed by B. Johnson on 10 March. After receiving this statement, I reluctantly dropped my vehicle back off at MDAS, as requested by M. Williams, on 10 march for repairs. I received a call from B. Johnson at MDAS on 16 March advising me that my vehicle was repaired and available for pick up. I arrived on 17 March to pick up my vehicle and noticed that the "Check Engine" light was on again, and my vehicle appeared to be operating more poorly now than before dropping it off. The vehicle seemed to stall and backfire while depressing the accelerator. I demanded to speak with M. Williams once again, who advised me that he did not take my vehicle out for a test drive to ensure that it was functioning properly and driving satisfactorily. I found this to be extremely frustrating, unprofessional and reprehensible. He suggested that we take my vehicle out for a test drive so I could tell him what was wrong with it because he couldn't figure out why my vehicle was stalling when the accelerator was depressed. After He and I went for a short test drive, the "Check Engine" light appeared again.By this time, I was furious, and demanded a complete refund. M. Williams refused and advised me that he would call me the next day after he made some calls to find out what the problem with my vehicle was. I received a call on 19 March from B. Johnson advising me that M. Williams wished to speak with me. M. Williams immediately got on the phone and stated that he was not going to provide me with a full refund, but would provide a refund in the amount of approximately $392.00. He also stated that he would call me back to notify me of the method of payment. I received a call from B. Johnson later that afternoon advising me that a cashier's check in the aforementioned amount had been mailed to my home address that day, from M. Williams and MDAS. She apologized for the inconvenience and informed me that I should be expecting the refund in the mail in the next day or so. On Monday 25 March at approximately 1427 hours, I received a call back from B. Johnson, after calling her as requested earlier in the day, to advise her that payment had not been received, advising that M. Williams mailed the refund on 19 March and wasn't sure why it wasn't delivered. She also stated that M. Williams had gone to the Post Office on 25 March to inquire about the refund that was allegedly mailed via U.S.P.S. (Signature Confirmation). She provided the contact name of Ms. Robinson. I attempted to track the item with the following message: There is no record of this item. I feel as though MDAS, shop owner M. Williams and B. Johnson did not provide adequate service and repair to my vehicle as contractually agreed and I feel as though I was excessively and unnecessarily charged for services not rendered. I request a full and complete refund in an effort to take my vehicle to a repair shop and have it repaired and would respectfully request that this business, its practices and associates be placed in your data base as an unworthy and untrustworthy business. I would also request that your agency completely and thoroughly observe and audit Metro Discount Auto Service and their ability to assess at their leisure, and after entering into a written contractual agreement, monetary deposit demands prior to performing maintenance as well as making their deficiencies and poor practices and customer service known to the vulnerable public.
Amir
Lexington Park, Maryland
U.S.A.
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