I purchased a 2025 Mercedes-Benz CLE 53 AMG in June after finding the vehicle listed on CarGurus…read more Because I was purchasing the vehicle from out of state, I contacted the dealership directly and began working with Nathan in Sales.
Before agreeing to purchase the vehicle, I specifically asked Nathan to perform a walk-around and identify any obvious flaws or damage. I also requested detailed photographs, including pictures of the rims, seats, and overall condition of the vehicle. Nathan provided the requested photos, and based on those photographs and his representation of the vehicle's condition, everything appeared satisfactory. I therefore proceeded with the purchase.
After arranging transportation, the vehicle was delivered to me on July 25th. Immediately upon delivery, I discovered that the windshield had a significant crack extending from the bottom of the windshield toward the top. I asked the transport driver what had happened, and he informed me that the vehicle was already in that condition when they received it from the dealership.
I contacted Nathan later that same day. Initially, he told me that he must have missed the damage and that once his manager returned, they would make it right. During our conversation, Nathan also stated:
"I don't think we ever disclose windshield cracks or chips. Here in Alaska, it is common due to the amount of rocks they use on the roads in the winter. I normally catch those things and handle them prior to sale. This is completely on me and my mistake."
Nathan asked me to give him some time to speak with his manager so the issue could be corrected. The manager he was referring to was David Billman, who was out of the country at the time.
I asked whether there was another manager I could speak with and was referred to Travis Palmer. However, Travis also stated that the matter would have to wait until David returned. During that conversation, I explained that the windshield damage had never been disclosed in the online listing or at any point during the sales process. His response was essentially, "Why would we disclose it?"
I found that response extremely concerning.
According to the dealership's own paperwork, this vehicle underwent a 138-point Quality and Safety Inspection. A windshield crack of this size should have been readily apparent during such an inspection. At a minimum, it should have been disclosed to me before I agreed to purchase the vehicle. Given the extent of the damage, I also question how it could have been overlooked during both the inspection and the requested pre-purchase walk-around.
Approximately one week later, after David returned, Nathan presented the matter to him. I was then informed that the dealership would not cover the windshield replacement.
I subsequently contacted Lithia Cares, the company's corporate office, and was told that the matter would be reviewed. Their proposed resolution was that the dealership would reimburse my insurance deductible if I chose to have the windshield replaced through my own automobile insurance.
I do not consider this an appropriate or ethical resolution.
The windshield was damaged before the vehicle was delivered to me, and the damage existed prior to my taking possession of the vehicle. I should not be expected to submit an insurance claim for pre-existing damage that occurred before I owned or possessed the vehicle. Doing so could also potentially affect my insurance history or future premiums. More importantly, the financial responsibility for correcting a condition that existed before delivery should not be transferred from the dealership to me or my insurance carrier.
Throughout this process, I have been particularly disappointed by the dismissive attitude toward what I believe is a straightforward issue. This is not simply about the cost of replacing a windshield. It is about transparency, accountability, and the representations made to a customer purchasing a vehicle remotely.
I relied upon the dealership's photographs, the requested walk-around, the representations of its salesperson, and the dealership's own 138-point Quality and Safety Inspection when deciding to purchase this vehicle. Had the windshield damage been properly disclosed, I could have addressed the issue before completing the transaction or required that it be repaired as a condition of the sale.
I have purchased vehicles from other out-of-state dealerships and have never experienced anything comparable to this situation.
I am simply requesting a reasonable resolution: the dealership should take responsibility for the pre-existing windshield damage and cover the full cost of replacing the windshield without requiring me to submit a claim through my personal automobile insurance.
I believe that is a fair and appropriate resolution given the circumstances.
