Delayed repairs on vehicle

My husband and I took an S-Class 350, to Mercedes-Benz Umhlanga for repairs on the 29TH OF JUNE 2017.

We inquired on the progress of the repairs about two weeks later, WEEK OF THE 3RD OF JULY, and where told parts have been ordered and car should be ready in the next 3 weeks.

We again waited and inquired on the WEEK OF THE 17TH, again we were told parts have not been received as they were ordered from Germany. On the WEEK OF THE 24TH, we were told that the parts have arrived and car should be ready in a weeks’ time. To date car has not been delivered and I personally went to the service centre and spoke to the service manager on Duty, Mr Michael (forgot surname). He then called in the foreman to explain the long waiting time and what was the challenge with turning the car around as we have ALREADY INCURRED COSTS OF ABOUT R25000 ON CAR HIRE.

The following detail was provided to me for JOB CARD NO 41413: • Vehicle was booked in by my husband on the 29TH OF JUNE 2017 • DIAGNOSIS to determine actual problem was done between the 29TH OF JUNE AND 7TH OF JULY 2017 WITH QUOTATION GENERATED (7 DAYS, HOWEVER ACTUAL HOURS WORKED ON VEHICLE NOT PROVIDED) • PARTS ORDERED ON THE 14TH OF JULY 2017 (7 DAYS AFTER QUOTATION WAS GENERATED) • ATA OF PARTS ON THE 24TH OF JULY (10 DAYS LEAD TIME) AND FITTED ONTO VEHICLE ON THE 25TH OF JULY • WATER LEAKAGE TEST DONE AND PARTS ORDERED FOR TAIL LAMP SEALS ON THE 3RD OF AUGUST (9 DAYS AFTER FIRST FITTING AND TESTING WAS DONE). • Finally ETA FOR SEALS IS 18TH OF AUGUST.

Our biggest complaint is 1. The time TAKEN (48 DAYS) to date to repair the issue. We have had to hire a car for these 48 days, hoping to receive a call that the car has been fixed.

2. NO PROPER COMMUNICATION was done to keep us updated on the progress of the repairs, as a result we had to be the ones constantly CALLING MR PRAVIN TO GET PROGRESS UPDATES.

3. We have SPENT OVER R25000 ON RENTAL COSTS and have not been given any loan vehicle or guarantee that our vehicle will be ready any time soon.

4. WE CANNOT BE GIVEN A LOAN VEHICLE BECAUSE THE CAR IS PAID UP AND HAS NO WARRANTY even though we are still going to pay for the repairs over and above the rental costs that we incurred during this period.