MERCEDES BENZ MOTOR PLAN A *******

We bought our car in Umhlanga Mercedes Benz on 28 January 2016 and the first car service plan was registered for service within 30 days of June/July Month of 2016.

We continued with the service in that frequency based on the first service and service indicator on the dashboard..

On what was supposed to be our final (22 April 2021) we were told by Ronies Mercedes Benz (East London)that the car is early; therefore it cannot fall under the motor plan as the motor plan is expiring on 10 may 2021.

This came as a shock and with no one willing to advise, as to how the first variance came to existence between 10 May 2016 and 7 July 2021.

We raised the issue with Mercedes, but no response or explanation received, advising us on the variance. It also means that when our vehicle was serviced in July 2020 Mercedes was fully aware that our final service under the maintenance plan would fall outside of the maintenance plan; however this information was not disclosed to us and we continued paying for a service we would not receive. Should the above have been resolved on time this complaint would have been avoided given that we only service the car based on the odometer 30 days warning mechanism in terms of an annual frequency.

We took the matter up with the motor vehicle ombudsman and on 5 May 2021 were promised a response within 10 days of receipt of the complaint. Today is the 21 June 2021 and nothing received. The vehicle is indicating for service and we have no idea what to do. As a caring, adhering to product requirements and responsible customer I still wish to be made to understand how the variance came about?

The variance in question is not my fault and I own another Mercedes Benz and this is not an issue; however I am now worried that this might be a challenge yet again with my final service.

Given the set frequency maintenance has always been in line with the motor plan inauguration date.

I urgently need assistance in resolving the matter with Mercedes Benz and having my vehicle serviced timeously as I have always maintained in the last 5 years.