Mercedes-Benz of Morristown

Mercedes-Benz of Morristown responded

Mr. Mohareb, Thank you for sharing your concerns. We would like to provide additional context regarding the repairs performed on your vehicle. Your vehicle was initially diagnosed at another Mercedes-Benz dealership for an AIRMATIC malfunction, where you were provided an estimate for the compressor, valve block, filter, relay, and fuse. On July 20, you brought the vehicle to us and requested that we perform those repairs based on that diagnosis. We completed that service. It is important to understand that failure of an AIRMATIC compressor can be associated with leaks elsewhere in the system, as the compressor may run excessively in an effort to maintain proper ride height. When you returned on August 6 reporting that the vehicle was taking longer to reach its normal ride height and that you heard a hissing sound from the right front area, we inspected the system. Although we could not duplicate the reported right front hissing at that time, after allowing the vehicle to sit, our technicians observed the left rear of the vehicle leaning. We then tested the left rear air spring using a soapy solution and confirmed that it was leaking. Given the vehicle's age and mileage, replacement of both rear air springs was recommended. We completed that repair. When you returned on August 13 with a continuing hissing sound from the right-front area, further diagnosis identified an additional leak in an AIRMATIC line in the engine-bay/firewall area. In consideration of your previous visits and as a gesture of goodwill, we repaired that line at no charge to you. The fact that an additional leak was subsequently identified does not mean that the previously diagnosed leaking rear air spring was not defective or that its replacement was unnecessary. AIRMATIC systems contain numerous air lines, seals, fittings, air springs, and other components, and on an older vehicle, deterioration of rubber and plastic components can result in multiple leaks occurring within the system. For these reasons, we respectfully declined the request to refund the rear air-spring repair. We stand behind our diagnosis and the work performed, while also recognizing the frustration that can result when an aging and complex suspension system develops multiple issues in succession.

Mina Mohareb responded

Thank you for your response. I appreciate the additional explanation, but I believe some important details need clarification. You stated that your technicians could not duplicate the reported right-front hissing during the August 6 visit. However, the service advisor personally went outside with me and heard the hissing noise. Please review the camera footage and service records from that visit to verify this. In addition, the service receipt for that visit, line 84485, states: “Verified customer complaint (see invoice # 736866).” Based on your own service record, I am not sure why your response states that the hissing could not be duplicated. I would appreciate clarification as to what was verified under line 84485 and how that finding led to the diagnosis of a leaking left rear air spring. You also stated that your technicians confirmed that the left rear air spring was leaking using a soapy-water test. I have repeatedly requested the diagnostic results, photographs, CCTV footage or other documentation showing this confirmed leak, but I have not been provided with any supporting evidence. You further stated that replacement of both rear air springs was recommended because of the vehicle’s age and mileage. Age and mileage alone do not establish that the right rear air spring was leaking or defective. I authorized the repair based on the dealership’s diagnosis and recommendation, with the understanding that the repair would address the hissing problem I had reported. Alex also confirmed this during our phone conversation. I understand that the dealership records phone calls, so I respectfully ask that the recorded call be reviewed to verify what was discussed. After the rear air springs were replaced, the hissing noise continued. I subsequently returned to the dealership, and you identified and repaired a separate AIRMATIC line leak in the engine-bay/firewall area. This was the source of the continuing hissing noise I had originally reported. I understand that an AIRMATIC system can develop multiple leaks, and I am not claiming that a rear air spring could never have been defective. My concern is that, despite my repeated requests, I have not been provided with documentation supporting the diagnosis that the rear air springs required replacement, particularly the basis for replacing both rear air springs. If you have photographs, test results, technician notes, or other documentation showing the confirmed leak in the left rear air spring and the condition of the right rear air spring, I would appreciate receiving that documentation. My request for a full refund is based on the lack of supporting diagnostic documentation, the discrepancy between your public response and the service receipt, and the fact that the hissing problem continued after the rear air springs were replaced. I authorized and paid for these repairs in good faith based on the dealership’s diagnosis. I am simply asking the dealership to provide the evidence supporting that diagnosis and the necessity of replacing both rear air springs. I remain willing to review any documentation you can provide. thank you