Appalling service and on going issue

The service at Mercedes Benz Bedfordview is appalling. My vehicle has been at the dealership for over 2 weeks for a simple part replacement on my door. Firstly it toke over a week to get authorisation from my maintenance plan to grant authorisation (a process I had to intervene in with the third party), sending emails and following up with daily. Subsequent to the part being replaced I was notified by the Service Advisor of "consequential damage" on a different part which they claim needs to be authorised against my policy again. I received 1 phone call from the dealership stating the email was wrong and they were calling to clarify. In the same conversation I quoted Mercedes Benz policy of the right to a courtesy car, I was told there are no cars but they would make an arrangement and call me back. To date I have received no feedback and this is the third week they have my car.

I have escalated the issue and will be taking them on legally. It is absolutely shocking to have phone calls unanswered, not returned, emails not responded to. Service at this dealership has dropped terribly and I would not recommend anyone to this dealership.