Mercedes Benz Sandton refuses to service my vehicle.

Mercedes Benz Sandton refuses to service my vehicle.

Sometime in October 2018 my car started showing me a notification that its due for service in around 1500km. I went to Mercedes Benz Sandton to book my car in for service and I was assisted by Helen whom advise that they cannot take the car as I need to drive a further 1000 or so KM. The car was with them on the 24 October 2018 for maintenances which they did not do as they had said it cannot be done as the car was repaired by a Non-Mercedes Approved dealer for a lamp on the front left.

I took the car to a panelbeater who needed to review the car as appointed by my insurance AA and it stayed with them for plus minus 2/3 weeks. Last week Tuesday, 04 December 2018 the car was returned to me by the panelbeater and I went to Mercedes Sandton the next day 05 December 2018 to book it in for service and Puleng assisted me. This lady did not advise me not to drive the car beyond 100 000km and I had asked her to give me an early date for the service and she could only give 11/12 December 2018 and I was not gonna be available on these days as I was out of town in Durban as a result she gave me a date for the service as 13 December 2018.

I took the car in today for service at 100 842km and the Service Advisor Steven called to advised they cannot assist as I have reached 100 000 km I begged the man but he advised they is nothing he can do. I explained to him I had a family emergency which resulted to me driving to Umtata on Thursday 06 December 2018 and was not advised not to use the car. I then called the Mercedes Call centre 0 ********** 55 and spoke to a very helpful lady Linda who tried to assist and called the Mercedes Benz Sandton Service Manager and we had a conference called she advise she will find out what happened and get back to me. She doesn’t come back to me I get a call from Linda that Mercedes Benz Sandton has advised that even when I took my car in for service on the 05 December 2018 the car was on 100 000 plus KM already.

This allegation made by Mercedes Benz Sandton in that my vehicle at the time I booked it in for service was already above 100 000km mileage is not true. I then provided Linda with pictures I took on the day as evidence of the mileage at 98 088 at the time I did the booking with Puleng.

I had asked Puleng to afford me an earlier date for the service as I was concerned about the service and she could only give me the 11/12 December (not sure which one but one of these dates) and I advised her I have a business trip to Durban during the 2 days and she then proposed the 13 December 2018 which I took.

What is painful in all of this Puleng did not even advise me not to drive this car as the Service Adviser and even when I bought the car last year July 2017 Mercedes did not even explain the terms and condition to me everything was done via the computer whenever I took it in at Union Motors in Nelspruit. No one explained to me that I am not even allowed to exceed the KM what I was aware of was that I can exceed by 1500 km as I would go to them in Nelspruit and one guy once advised me that.

Linda took the pictures and had a conference call with Steven and Mercedes Warranty Manager and they agreed that the car will not be serviced and I must be responsible for R18 400 to service the car and she even tried to get them to charge me a certain percentage and they refused. When I requested to speak to the Warranty Manager Linda advised that I cannot speak to the manager it is their policy that they speak to the Service Advisor at Mercedes and not us their client.

All I need is for Mercedes Benz to service my vehicle I had gone to them twice to ask them to attend to the car and yet they turned me down maybe this was their strategy to get my car out of service so that they do not assist me.