Poor customer service

On the 7th July 2022 i called Mercedes customer care as my car was not starting - it had an "INOPERATIVE" error displayed. They sent out a technician to come and assess the vehicle. The technician then mentioned that they need to tow the vehicle for further assessment to Mercedes Constantia kloof. The tow truck arrived and my car was taken to the dealership. Then i received a call a call the following from guy called Deon (who was very professional and helpful and always gave me status update), he advised that it was 'rat damage' and gave me a quote and advised that it's not covered by warranty. The damaged parts ordered abroad and the car was fixed. Then i received a call from Deon advising that the there is additional cost for towing and call out.

I am very unhappy about the the service received from mercedes and didn't mention there will be a cost implication or give me an option to use my own tow truck through my car insurance (which is free). I am very unhappy with this additional amount which i had to pay in order for me to collect my car.