Extremely disappointing experience with Mercedes-Benz Westrand

Extremely disappointing experience with Mercedes-Benz Westrand.

I booked my vehicle in for three specific issues: the right tail light, fingerprint sensor and PDC/sensor warning. The vehicle remained with the dealership for around three weeks because I had advised them that I would be travelling outside the country.

When I collected the vehicle, a completely new problem appeared.

As I was leaving the dealership, the vehicle displayed a coolant warning. By the following morning, I also noticed fluid leaking underneath the vehicle. Neither of these issues existed when I handed the car over to Mercedes-Benz.

I reported this immediately and returned the vehicle.

Mercedes-Benz has now informed me that the radiator has physical damage which they believe is consistent with an external impact, and therefore the repair is not covered under Motor Plan.

My concern is very simple: the vehicle went into the dealership without a coolant leak, spent approximately three weeks in their custody, and the coolant warning appeared immediately when I collected it.

I therefore find it extremely difficult to simply accept that I should be held responsible for this damage.

Saying that the radiator suffered an “external impact” does not explain when, where or how that impact happened. I have asked Mercedes-Benz to properly consider the fact that this problem arose immediately after the vehicle had been in their possession for weeks.

The communication throughout the process was also very poor. It was extremely difficult to reach my service advisor while the vehicle was being attended to. I complained about this and specifically requested another service advisor when I returned the vehicle. Instead, the original advisor immediately intervened and insisted that the file was hers, despite the fact that I had already expressed dissatisfaction with the service I had received.

I escalated the matter to Mercedes-Benz South Africa under reference ***4. Unfortunately, their responses have largely repeated the dealership’s position that the radiator damage was caused by an external influence and is therefore not covered.

That does not address my actual complaint.

My complaint is not merely about Motor Plan coverage. It is about what happened to my vehicle while it was in the dealership’s custody, the fact that the coolant problem appeared immediately upon collection, the quality checks performed before handing the vehicle back to me, and the lack of accountability around when this damage occurred.

To make matters worse, I went to the dealership yesterday and paid a deposit of R8,400 toward the repair, with the total repair cost being approximately R16,800.

I did not make this payment because I accept responsibility for the damage. I paid because I do not want my vehicle to deteriorate further while this dispute continues.

The vehicle is being kept at the dealership, and I am also concerned that vehicles are left parked outside and exposed to the sun for extended periods. After already having the vehicle there for weeks and now facing a coolant-related issue, I am not prepared to risk further deterioration while Mercedes-Benz and I continue arguing about responsibility.

It is extremely frustrating to have to pay thousands of rands simply to protect my vehicle and get it repaired, while still strongly disputing that I should be responsible for damage that was not present when I originally handed the car over.

For a premium brand like Mercedes-Benz, I expected a much higher standard of service, communication, accountability and customer care.

Instead, I am now approximately R16,800 out of pocket for a problem that appeared immediately after my vehicle spent three weeks at the dealership, and I have already had to pay R8,400 upfront just to get the repair process moving.

I strongly dispute Mercedes-Benz’s conclusion and remain extremely disappointed with both Mercedes-Benz Westrand and the way Mercedes-Benz South Africa has handled my escalation.

I would advise other customers to take detailed photographs and videos of their vehicles, dashboard warnings, mileage and general condition before handing their cars over for repairs or servicing.

This experience has seriously damaged my confidence in the Mercedes-Benz brand.