Poor service Mercedes!!

I am writing to complain of the poor service I received from Mercedes Benz Century City in Feb 2018. Firstly, let me start by saying that one normally associates a brand like Mercedes with class and impeccable service, sadly this is far from what I am experiencing.

Quite extensive arrangements were made by our self to get time off for us to bring the vehicle in for its service. After a struggle on arrival we finally found some one to assisted us to book the car in for a service. We requested for the rear and front wheels to be rotated. No problem was the answer and we asked if there will be any additional cost. No additional cost was the reply. We where told to collect the car the following day at 16:00, when we got there the following day at 16:00 the car was not ready eventually at 16:30 the car was handed back. Now all of this is still ok not great, but I understand one can get a off day as I am in the service industry myself. When my wife drove home she realised the steering wheel is skew. So, I drove the car that evening and yes, the alignment is totally out. When she complained to your branch at century city that the alignment is out the reply was astonishing. Well there is an additional charge for wheel alignment. My question is surely there is a check before the vehicle is handed back, and if they realised that the alignment is out, could no one pick up a phone and call and advise us???? No lets just hand the car back and put my wife’s life in danger driving with a car that alignment is totally out. Never mind that it can’t be good for the tyres. I called back the next day and only after putting up a huge fuss they offered to collect the car at her work and then they will resolve the issue. I just needed to inform them what day will suit us. During this time, we received very bad personal news and we had to go away for a few days. On return I decided that I don’t have time and energy with the alignment and will take it to Tiger wheel and tyre and fix it myself. NOW here is where the annoying part sets in, not only did i receive bad service but they fitted the wrong wheels on the car We had 4 run on flat tyres before the service, now tiger wheel and tyre point out to me that the front two tyres are not run on flat tyres. I called back to your branch in Century City and explained my dilemma, the lady (Monica) I think her name was, said they will investigate and get back to me as soon as possible.

Well its now been more than 10 days later and guess what still no call/email just nothing, I don’t know why I expected anything else. We are in the market for a new vehicle as her service plan will laps shortly. Guess where I will not be shopping for a car!!

The goal as a company is to have customer service that is not just the best, but legendary.

Yours faithfully, Abel Pienaar