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2006 CPO ML350 owner for 36 days, 9 of them with a loaner...

4K views 38 replies 7 participants last post by  cmr72 
#1 ·
Ok, so these weird noises that I have heard have been addressed without success (previous thread).

An MB tech is coming in on Thursday 10/15 to see what's up. So far they have replaced: a/c compressor pulley, power steering high pressure hose, internal fan blower motor (this problem was fixed - what a miracle!).

The service rep took my har home and agreed with me about the noises. He ordered a new high pressure hose. The problems persisted.

The shop foreman took my car home and back and described the noises as "normal". I had a 2009 ML350 that was as quiet as a church mouse. The shop foreman said different components. Not sure I believe him...

My service rep argued with him until he agreed to have an MB tech look at the car. Ugh, so far my experience with this vehicle has been less than adequate.

As a recap, the noises are:

1) When the car is warm, at idle with drive engaged, foot on brake, you hear a chirping noise that fluctuates when you move the steering wheel... I suggested a new power steering pump - they replaced a hose.

2) While driving at low RPMs, low speed (2000 rpm, 10 - 30 mph) the typical whining noise of the transmission is exacerbated when the a/c compressor kicks on. It becomes a terrible whining noise... I suggested a new compressor - they said no.

If anyone has had similar expriences I would love to know.
 
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#3 ·
I'm sorry to hear you having issues. I can only assume that they looked at the obvious stuff. I don't know wheere your located, but in the US, if it's carfax certified and CPO by MB, there should be a buy back garrantee also. Maybe you need to exercise that? and find another one.
 
#4 ·
Let's see what rep says.

No aware of MB CPO or Carfax buyback guarantee that pertains to this kind of situation.
 
#7 ·
The problem here is that I am a first time MB owner and am not sure if I am being too critical?? I am pretty sure that a $47K car is not supposed to make noises like a Dodge K-car... And to what extent can I argue that what the dealer considers "normal" is not normal to my standards?
 
#8 ·
Jerk Chicken is right. Its time to get tough with the dealer and the rep about getting another car or money back. THis car should be virtually silent. What you descirbe is not normal! If they persist with that crap, tell them to show you another ML on the lot that does the same things! I am confused about your statement that you are a first time owner but in your earlier post you said you previousy had a 2009 ML??
 
#10 ·
Two days later and after an MBUSA tech supposedly looked at my vehicle... guess what?

They have decided to replace the power steering pump! Maybe I should take the foreman's job who refused to originally replace it at my request.

I inquired about the a/c noise and the service rep felt that the pump was attributing to that noise as well. We shall see after the car is ready tomorrow. I suspect that the a/c noise/whine will still be present but the noise from the power steering pump will be gone.
 
#11 ·
The power steering problems are fairly common on the ML, my 2006 had it fixed around 39K miles.
 
#15 ·
The saga continues...

I brought the vehicle to a MB specialist, non-dealer, who has been repairing MB's exclusively for over 20 years. Within two minutes he pulled a TSB regarding the noise that I speak of. All things point to a/c compressor! I do not even wish to have the car fixed again, rather, I just want to return it. They made it worse when they installed a new PS pump. The guy couldn't believe how loud the noises were.

Well I am going to the dealer on Monday so the CPO manager can listen for himself.

Does anyone know what I can expect if I push to return the car? i.e. Am I pushing for 100% refund/trade in? Can they offer me less than what I paid? And, if so, am I to accept that?
 
#17 ·
Well I brought the car in on Monday and luckily the noise was present when I was driving the CPO sales manager around. It was beautiful...he couldn't say a thing and sat there in disbelief.

We went back and forth a little, he asked that I let them try to fix it one last time. I was a gentleman, did not argue, did not get angry. I politely declined and we came to the conclusion that I will be returning the vehicle.

The only caveat is that he is going to tell me what I will get for my vehicle (ahem, after he speaks with the GM). I paid $30K 52 days and 2500 miles ago. Of those 52 days, I had a loaner for 12. I do not think that they will try to low ball me and hope that they give me $30K as a trade in. To help out, I told him that I was interested in a 2007 CPO ML350, Alpine Rain, Tan Interior with - power fold mirrors, power liftgate, memory seats, navigation, sirius, bluetooth ready (wired in the armrest), back up camera, heated seats, sunroof, hitch, 17K miles - they are asking $36,900. I am prepared to bid $35K.

If he does come back with a low ball trade in I will make an appointment with someone at MB USA in Montvale, NJ as I am only two towns away.

Wish me luck, I'll hear back from him tomorrow.
 
#21 · (Edited)
Got the call. He came to me with $28K for mine and $35.5K for the other one. I told him "Reluctlantly I would accept $29.5K for mine, and firm $35K on the new one."

He balked at first but I explained that I would not be inclined to lose $2K on my car for something that was wrong within the first week of owning it. He said he had to talk to the GM again, probably get MBUSA involved as they tend to help out in situations like this and would get back to me by Friday since he was off tomorrow.

Assuming the new one is to my liking, if he comes back with $29K/$35K do you think I should accept? I would be losing $1070 with tax... Or do I push for $29.5K/$35K (as I presented), or do I decline and tell him that I will be contacting MBUSA myself? Again, they are two towns away from where I live.
 
#23 ·
I got a call on Friday from the CPO sales manager saying that they wanted to see the vehicle again. I asked him what that had to do with getting me a price on the trade in and he mentioned that since they now have to get MBUSA involved (supposedly to offset the difference between my request and their offer) that they need another few days. He said he would get back to me on Monday.

I told him to send that to me in writing; he did. If I do not hear back from them on Monday with some sort of equitable resolution I will contact MBUSA myself and file a complaint.
 
#24 ·
The CPO manager got back to me on Monday asking for an additional day to sort things out; I obliged. I sent him an email yesterday asking about the status; I did not hear back from him as of 4:00 pm today, so I sent a very detailed letter to the president of MBUSA. I included the 45 emails that transpired from the first time I reported a problem up until the final inspection of my vehicle from the sales manager. I feel that I did all I could to wait before sending out the email.

Unfortunately for the sales manager, he did reply, but after 6 pm. I am sure he will get a call tomorrow. In any event, he came back with a trade in offer of $28,500 and a $500 credit towards another CPO vehicle. He did not mention the 2007 CPO ML350 that I had an interest in. I still feel that the trade in offer is too low as I only had the vehicle for 50 days as of the time I brought it to him for final inspection. Of those 50 days, I had a loaner for 12 days. So for 38 days of driving the vehicle I am supposed to lose $1500 + tax in trade in value. And, let them profit on the sale of my return vehicle and the purchase of another.

What are your thoughts?
 
#25 ·
I would be playing hardball with MBUSA at this point with the starting point being I will get all my money back. Keep in mind that the dealer is essentially the agent for MBUSA and did not build the problem vehicle. The dealer is trying to figure out how to get you "satisfied" while still making money at the end. MBUSA should know that they have an opportunity to create a vocal satisfied customer if they do the right thing or a vocal former customer if they don't. Continuing a calm, fact based, business-like but very firm approach will be helpful.
Sorry you are having this problem and hope it gets worked out!
 
#26 ·
I agree that the dealer is entitled to some money, but $1500 for less than 2 months is ridiculous.

I sent the email at 4:00 yesterday afternoon and received a call from MBUSA at 11 this morning. I would show the letter that I sent but would rather wait until the matter is settled. Their is a greateer history with this dealership other than their inability to repair the vehicle. To sum it up, they have repeatedly dropped the ball in every way from the first day of delivery up until now.

MBUSA was very supportive and have led me to believe that I have a decent chance at getting a full refund. I am keeping my fingers crossed.
 
#28 ·
Don't forget the power of the newspapers

If you don't get what you want, threaten them with "going to newspapers" and bad publicity. Find a local TV station that has an "investigative reporter" and "expose" the dealership and their practices, etc....
Never forget or underestimate the power of publicity, especially bad publicity.
Good luck....
Marius
06ML350
 
#29 ·
Nothing yet. I imagine I will hear back from the dealership on Monday since the CPO manager was out on Thursday and Friday. I am not sure how long it takes to make progress once MBUSA gets involved. Maybe I will be pleasantly surprised and hear from the dealer asking me to return the car for a full refund (yeah right...).

I will post whatever details as soon as I get them.
 
#30 ·
Strange how this can take weeks but when your in the office after test driving one every comment is followed by " If I could or if it did would you buy a car from me today?"
If I were you I would be making some consistent noise. Everyday. Be polite, but very consistent. Make them run out of excuses. I doubt very much the CPO manager is making any final decisions on this. MAybe find out who he answers to and and start requesting some meetings. It's alot harder to say "No" to someones face than a peice of paper.
 
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