Roger Waugh

I am beyond frustrated with my experience at Mercedes-Benz Portsmouth, where I purchased my GLE as a Certified Pre-Owned vehicle in February 2025. I do have to say, during the buying process, Mercedes-Benz Portsmouth, where I purchased my GLE as a Certified Pre-Owned vehicle in February 2025. I do have to say, during the buying process, everyone I dealt with was solid. They were quick to respond and made the process easy for someone purchasing out of state. At the same time, I guess this is what any good salesperson does trying to close a deal. About 2 months after my purchase, my engine light came on. What I thought would have been a simple reset has turned into a complete nightmare. I took the car to my local Mercedes Benz service center and they revealed AdBlue in the coolant system—a diesel fluid not used in gas cars. What?! The total cost to repair this ended up being over $3,500 (replacing coolant reservoir, temperature sensors, both coolant pumps, the thermostat and the changeover valve). I have driven the car less than 5,000 miles and literally have not even opened the hood of the car. Research online (Benzworld.org) states that it would take AdBlue anywhere from 3,000-6,000 miles to cause the type of corrosion in my vehicle. This fits the exact timeline of my vehicle. The worst part is they tried to say that I am responsible for putting the substance in the car, which voids my warranty. I wouldn't be surprised if they respond to this review and continue to deflect responsibility. I have never in my life owned a diesel car or even heard of AdBlue until this debacle. The car was never serviced by anyone else during my ownership, indicating it was present at the time of purchase and missed during the CPO process. This accusation is not only baseless but insulting, as it shifts blame onto me for their oversight. While they provided me the necessary documents to submit the dispute, they refused to take responsibility, leaving me to fight for warranty coverage on my own. I’m now forced to escalate through a formal dispute process, all because of their failure to uphold CPO standards. I expected better from Mercedes Benz and am left feeling let down and disrespected. It does not bring me any joy to write this review. Mistakes happen, I get that, but people should own up to their mistakes instead of placing blame elsewhere. The reality is, other buyers should be aware this dealership will have zero problem taking a defective car and labeling it CPO. My piece of advice would be to avoid this dealership AT ALL COSTS. If you see a vehicle from Portsmouth that you like, at the price you like, DO NOT BUY IT. Use that listing to shop at another dealership to get the same vehicle. More

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