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Review 4/18/2011
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At a friends referral, I bought my first used Mercedes, a 2004 C240. I purchased my vehicle in Dec. 2005 as a second car to be used on special occassions. To date, I have about 78,500 miles on the Mercedes and 2 broken interior door pull handles. I took my car to Fletcher Jones when the first handle broke on the passenger side, the cost, $191.00. Guess what...this one broke too, in exactly the same fashion as the first one. It broke away from the door, completly snapped from itself. But it gets better...the driver side broke the exact same way after the purchase of the replacement handle. I took my car back to Fletcher Jones as they advised to work out a resolution. I drove all the way to Newport Beach from Riverside only to be told that the charge would be $455. and they would take $65.00 off or 15%. I argued that my research online and with other foreign dealers and a Mercedes Dealer told me this is a defect in the handles. 5 years and 3 broken handles and FJ will not budge stating they are not aware of this being an issues with their vehicles and putting the blame on me. I am a single woman with 1 child and very rare passengers in my car. My advice...go somewhere else or buy a BMW.
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Business's response - by Client Care Manageron 4/27/2011
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Fletcher Jones Motorcars is an authorized Mercedes-Benz dealer. We do not manufacture the vehicles or the components, such as the door handles in question.
The vehicle we sold Ms. Ray met all Mercedes-Benz criteria for certification and we sold her the car as a Certified Pre-Owned Mercedes-Benz. Accompanying that certification is a warranty whose terms are dictated by Mercedes-Benz, not Fletcher Jones Motorcars.
We have fully lived up to the CPO warranty covering the vehicle and we have lived up to the parts warranty covering the handle we replaced on vehicle.
Notwithstanding, we offered Ms. Ray a discount on the repair she seeks, but that discount was not acceptable to her and we are unwilling to offer a further discount; however, our original offer remains open.
Since Ms. Ray’s complaint concerns the quality of the component manufactured by Mercedes-Benz, we suggest she direct the complaint to the manufacturer.
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