What 56 owners told NHTSA about the 2018 Mercedes-benz Gle-class Hybrid

CASE NUMBER: [XXX] VEHICLE: 2018 Mercedes-Benz GLE350 --- EMAIL EXCHANGE TEXT --- From: [XXX] Sent: 1/14/2026, 12:11 PM To: cs.usa@mercedes-benz.com Subject: Re: Message From Mercedes-Benz USA: Case Number [XXX] Dear Ken, I want to clarify that my concern is not about support for “older technology” in a general sense, but about the confirmed retirement of factory-installed emergency and crash-response systems that were standard safety equipment on my vehicle at the time of sale. As previously noted, the mbrace system on my 2018 GLE-Class includes SOS/Emergency Call and Automatic Collision Notification functionality intended to contact emergency services in the event of a crash or airbag deployment, particularly where the driver may be incapacitated. These are safety systems, not discretionary convenience features. Your replies confirm that these safety functions are being permanently disabled, that no retrofit or replacement solution exists, and that the vehicle will continue to operate without the emergency communication capability it was originally sold with. I appreciate your acknowledgment, and I am documenting Mercedes-Benz USA’s position that these safety systems have been retired with no alternative provided. Sincerely, [XXX] On Jan 14, 2026, at 09:02, Mercedes-Benz USA cs.usa@mercedes-benz.com wrote: Dear [XXX] , I’m very sorry that these older technology features have been retired. Mercedes‑Benz is currently focused on supporting our present and next‑generation technologies, which unfortunately means that the former mbrace system is no longer maintained. If you have any additional questions or concerns, I would be more than happy to assist. Best Regards, Ken C. Mercedes-Benz USA (800) 367-6372 Mercedes-Benz Customer Care, 1 Mercedes-Benz Drive. Sandy Springs, GA 30328 INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)

NHTSA ODI 11738453

Mercedes-Benz USA, LLC; Case: XXX My concerns has been denied and overlooked by Mercedes-Benz USA, LLC multiple times since Jan 2026--interims of defective electric system causing sudden locking of steering wheel and shut down car , due to malfunctioning electric system resulting in car crash into another parked car on the street, took car to auto body shop who diagnosed gas gauge misread as empty gas tank even though tank was 3/4 full , due to this car was totally locked out when driving on the street and hit another parked car due to loss of control. i have been in communication with Mercedes and they stated car was functioning fine and there was no defect or malfunction ,which i don't agree, as a results my wife into crash and sustained injuries I need your help to resolve this issue thx [XXX] & [XXX] [XXX] [XXX] INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)

NHTSA ODI 11733079

The fuel pump has been failing and shutting off and has been hesitant when taking off. It can leave you stranded in the middle of the road or if you turn left in front of people the car may stall and can cause a crash. Yes and independent dealer and the dealer both know it’s a problem. I took the vehicle into a Mercedes dealer and the fuel pump had a recall on it and the dealer refused to replace it although I had a engine code that they could pull up referring them to the fuel pump and the fuel pump not priming as it should in every start up. The failure happened a few months ago and I took it in and the dealer drilled a home in the rear of my car and failed to replace the fuel pump, which was covered under the warranty. And the dealer admitted there was water in the trunk area which corroded the fuel pump.

NHTSA ODI 11685152

Safety issue with regarding the TCU (Telematics Control Unit). Active recall does not include my VIN# /Make & Model. NHTSA campaign number 22V365. My car has Constant SOS Inoperative Message after battery failure in 2021-2022.

NHTSA ODI 11682413

The contact owns a 2018 Mercedes-Benz AMG GLE43. The contact stated that the sunroof failed to open, and there was a fracture causing water to leak into the cabin of the vehicle from the upper-right side. The vehicle was taken to the dealer to be diagnosed. The dealer determined that the motor and tracks for the sunroof had failed and needed to be replaced. The dealer stated that the entire unit needed to be replaced due to previous parts no longer being compatible with the new improved parts. The vehicle was not repaired. The manufacturer was informed of the failure and opened a case. The manufacturer referred the contact to the NHTSA Hotline to report the failure. The failure mileage was approximately 49,000.

NHTSA ODI 11675018

The contact owns a 2018 Mercedes-Benz GLE 350. The contact stated that water had entered the vehicle through the sunroof. The vehicle was taken to an independent mechanic, who determined that water intrusion through the sunroof had damaged the batteries. The mechanic replaced both batteries. The contact related the failure to NHTSA Campaign Number: 23V854000(Structure); however, the VIN was not included in the recall. The dealer was notified of the failure. The vehicle was not repaired for the water intrusion failure. The manufacturer was made aware of the failure. The failure mileage was approximately 81,000. The VIN was unavailable.

NHTSA ODI 11662540

Transmission gear does not shift into R or N or D, from P. How to reproduce: Drive several minutes, then brake/stop, shift into R, pull back 10~20 ft. Gear cannot shift to either R or N or D. Gear can only shift into P. Shutdown the car, restart the engine then able to shift into R or N or D. This has been intermittent but getting more frequent.

NHTSA ODI 11533144

ONGOING ISSUE WITH THE INFORMATION MONITOR FREEZING, PARTICULAR TO THE NAVIGATION FUNCTION. SHUTS DOWN AND ATTEMPTS TO REBOOT REPEATEDLY. MB ATTEMPTED A FIX RE SOFTWARE, HOWEVER, ISSUE CONTINUES. SHUTTING OFF THE ENGINE, LEAVING PARKED FOR AN HOUR OR TWO DOES NOT CORRECT THE SYSTEM. MAY OCCUR SHORTLY AFTER BACKING OUT OF THE GARAGE OR SHORTLY AFTER BEGINNING TO DRIVE. OVERNIGHT PARKING SEEMS TO CORRECT THE IMMEDIATE ISSUE. DURING THIS TIME, ONLY OTHER FUNCTION THAT OPERATES IS THE RADIO; CANNOT USE VOICE COMMANDS, TELEPHONE BLUETOOTH, ETC. HAVE ALERTED MB DEALER IN SAN ANTONIO WITH COPY TO MB USA, HOWEVER, NO RESPONSES. GOOGLE SEARCH HAS INDICATED VARIOUS MODELS MAY HAVE EXPERIENCED SIMILAR ISSUES OVER SEVERAL YEARS, HOWEVER, NO INDICATIONS OF CORRECTIVE ACTION. PRUDENT TO ALSO CARRY A GPS ALTERNATIVE SUCH AS A MAP, GARMIN OR OTHER BRAND IN THE EVENT OF FAILURE WHILE ON A TRIP. THIS OCCURRED IN LATE NOVEMBER 2019 AND AGAIN JANUARY 2020.

NHTSA ODI 11307432

WHILE PARKING CAR IN A PARKING SPOT IN PRIVATE OFFICE PARKING, THE CAR ACCELERATED ITSELF (WHILE PRESSING THE BRAKE TO STOP IT) AND RAN INTO FRONT WALL. THIS SIMILAR PROBLEM HAS SHOWN EARLIER WHERE CAR ACCELERATED ITSELF WITHOUT CAUSING ANY ACCIDENT. APPARENTLY PROBLEM EXIST WHERE CAR SOMETIME ACCELERATE ITSELF. LAST TIME ACCELERATION CAUSE CRASH INTO FRONT WALL WITH SEVERE DAMAGE TO THE CAR. NOW CAR IS AT BODY SHOP FOR REPAIR. CAR WAS HEADING STRAIGHT INTO GLASS WINDOW BUT DRIVER TURNED THE WHEEL TO RIGHT TO SAVE GLASS WINDOW AND DIRECTED TOWARD THE PILLAR. AS THIS CAN BE SEEN IN THE PICTURE. THIS IS THE REASON FOR THE CRASH TO BE AT AN ANGLE, THIS WAS DONE TO AVOID CRASHING INTO BUILDING WINDOWS AND INJURING INHABITANT OF THE BUILDING.

NHTSA ODI 11093754