Pathetic Customer Service - Incorrect Diagnosis and *********** Complaints Dept

Recently (2nd September 2020) I drove into a puddle of water and the engine light was triggered – this reflected immediate attention from the dealer. The car was taken to Mercedes Benz (Century City) on the same day. I was given full assurance (from Pierre van Vuuren) that a thorough procedure will be completed before deciding the best action to resolve the issue. I was informed on the next day that water was detected in the engine and I had to make contact with my insurer. The assessor visited Mercedes Benz on the 7th September and based on the conclusion (that the engine need to be replaced), the car had to be written off (because the cost of replacing the engine exceeded the sum assured of the vehicle). I later requested the job car and discovered that the leakage test results were within the spec for the vehicle i.e. the decision to replace the engine was not justified. I am of the opinion that the Mercedes was negligent in completing a full assessment of the engine before concluding permanent damage to the engine i.e. the decision taken was premature (and unfounded)!

The vehicle has only 57000 on the odometer reading and there are no signs of engine damage i.e. the vehicle is driving perfectly!

A previous complaint, regarding the durability of the tyres, poor service and overpriced charges, sent in August 2016 was ignored i.e. no response/feedback was given. The current issue is more serious and I want to ensure a resolution – the ploy from Mercedes to ignore a complaint is not acceptable.