Misleading and Disappointing service plan contract.

Dear Mercedes Benz, South Africa

I am writing to express my dissatisfaction with the recent service plan offered by your company, which I believe to be misleading and not in line with the promises made at the time of purchase.

I purchased my Mercedes Benz service plan from your dealership (Claremont/Tokai) Cape Town branch, with the understanding that the service plan in question would cover all routine annual service and necessary repairs for a specified period. However, during a recent visit to your service center, I was informed that several essential services and parts replacements were not included in the plan, however my contract states that the cover will be valid for 36 months or 300 000 kms (upon my purchase in January 2022), whatever comes first. This information contradicts the assurances given by your sales representative at the time of the sale, leading me to feel misled and unfairly treated, resulting in paying cash out of my own pocket after the service, bearing in mind , during my booking of the service, It was confirmed that the plan is indeed active, hence I advised to proceed with the service.

The primary issues I have encountered include: 1. Unfairness to pay in full servicing of my car, despite having active service plan, as stipulated in my certificate/contract. 2. Payment of unexpected costs, through no fault of mine.

These discrepancies not only undermine my trust in your dealership but also place an unexpected financial burden on me. I kindly request that you review my case and take appropriate action to honour the original service plan agreement or provide a satisfactory resolution.

I believe this matter can be resolved amicably, and I hope that my concerns will be addressed promptly. I expect a response within 10 days to avoid any further escalation.

Thank you for your attention to this matter. I look forward to your prompt response.