UNFAIR AND UNPROFESSIONAL TREATMENT OF MERCEDES BENZ LENASIA: MR TERRANCE GOUNDEN TERRANCE GOUNDEN

On 27 October 2025, I bought a used Mercedes-Benz Vito 116 at Mercedes-Benz Lenasia. As the previous owner of Mercedes-Benz cars for many years, this time around I was looking at the brand, not considering the type of people whom I was dealing with in that car dealership, which I suspect contributes to the problem. Unfortunately, I received the vehicle without spare keys that I was promised to get it in a weeks time to date, back rear wiper without cover and the passager door without window clip. I was told that it will be fixed on the day of coding the spare key to date nothing done. Furthermore, on 22/03/2026, I had a mechanical engine light, and I was not aware of the course. The salesperson advised me to drive the car to the nearest Mercedes-Benz in Centurion for a diagnostic and advise him, of which his advice was followed. From the back-and-forth calls on the second day regarding the progress of the diagnostic I was informed that the manager of salesperson Mr. Terrance Gounden is not approving the approach and unfortunately MB Centurion already provided the diagnostic fee that if the car moved out of their workshop needs to be paid for R2, 350-00 (two thousand, three hundred and fifty rands) of which Mr. Gounden distance himself from and refuse to engage with MB Centurion. Yet he is giving the instruction that he wanted the car to be driven to his dealership, which I also refused to take, considering the risks that I might encounter on the road. He had to send the towing team to collect the car and instructed me to settle the bill before towing is dispatched. Upon arrival at his dealership further diagnostic was done and identified as contamination of diesel and petrol which was done by the fuel station. The matter was taken up with the fuel station and they accepted the fault and took responsibility which was very quick but the delay was with the dealership Lenasia that took the whole week in attending to the proposed remedial action which was to drain fuel and refuel and testing. The petrol station requested the confirmation of banking details which was also a nightmare as if they are conducting this activity for the first time. Firstly, confirmation letter dated 23/04/2024 was provided and the petrol station declined it, secondly, 2025/04/25 was provided also declined by Petrol station, thirdly, 02/02/2026 which was finally approved and within few seconds and payment notification followed. There comes a circus that the vehicle will not be release as the payment needs to be verified by the same Mr. Terrance even though the payment was from FNB to an FNB account. Therefore, I asked as to how long will the verification takes place but the telephonic response was that to be determined by Mr. Terrance. Furthermore, I enquired about the progress of car keys, wiper cover and passanger window clip as the vehicle has been standing for the more than a week in their dealership. Unfortunately, the sales person Mr Bilal indicated that none of the above has been attended to as yet. I kindly needs your intervention of the matter to be escalated and let the following be honored: 1. Payback my R2,350-00 as it was an instruction from the salesperson Mr. Bilal to take the vehicle for diagnostic to MB Centurion and anyway I couldn't rush the vehicle to them as I don't have a mechanical background and I don't work at the petrol station to predict the cause of the problem 2. Spare keys to be issued immediately 3. Wiper cover to be installed immediately 4. Passenger door clip also to be installed immediately. Failure, for MB Lenasia specifically (Mr. Terrance) as the Manager, let MB Centurion be authorised to fix their fault and reimburse my R2,350-00 from their expense. Thank you.