Mercedes Benz Centurion

1 star is being nice. My daughter's car went in on the 1st of February 2023 to Mercedes Centurion. There were a few issues and we wanted to sort it out on her maintenance and service plan. I was there at 7am. When I booked the car in I told them that for any financials regarding the car to contact the number on the book in sheet as I was not the holder of the plan. After asking my daughter to contact her dad The branch called me and said I can collect it. After explain the mechanic working on the car apologised and said he will fix up the quote as he needed to split it for the two plans. After a week I called. And spoke to Karen, who explained the workshop person left and left everything in a mess. He just didn't show up on Monday and she needed to sort it all, but she will get to it immediately. Today my daughter messaged me to say I can take the car in Monday. Okay a bit messy. So I called to find out what is the information. Ravan who is dealing with the claims, told me that the car will be there for a while, asking clarity, she said a month. I aksed to bring in the car today before closing and Ravan said the car would just be standing until Monday. I made it clear that due to their mess up barring their system being down a few days and having to clear the backlog, I want them to prioritise the car as I am sure the car was there prior to their backlog and due to their mess up, should prioritise the car. Ravan agree I could bring the car at 5 15/2/23. Then I asked to ensure the priority. She ignore me twice say will see you at five and on my 3rd attempt she said good bye and put the phone down on me. I conveyed the details and then decided to complain to the owner/manager of the branch. I got a call back from Neelen. Who first tried to make it sound like it is me being inconvenienced being the issue. I relayed the whole story. He then said to bring the car in at 5 and he will sort everything out. I asked if they will start workinh on the car as a priority. Again he said he will speak to the workshop manager to see IF they can do it. He then also at a point told me they are fully booked. So again been given information that was not believable.Feeling that I was given the run around, I asked that the manager call me as the message left was for either the own or the branch manager. I am waiting......

Having worked with customer myself. Ravan could have said ahe qould call me back gone to the manager and explained and ask for the car to be prioritised, instead she chose to ignore me and put the phone down. Neelen could have gone to the workshop manager explained the situation and got confirmation the car will be attended to tomorrow.

Let's see if the manager values customer service more.

Just dropped the car at Centurion its 17.12 now now call from either Manager or as I was informed the customer relations manager. Job card is on his desk when I asked to sign both Neelen and Ravan present .... no apology im sight.