Terrible worskshop and customer service

On Saturday, 13 April, we took our Mercedes CLS 63 AMG, to Mercedes Benz Northcliff, South Africa for repairs, the vehicle needed new shock absorbers and tyres (which were not replaced) and coolant. We were told that it will take approximately 3 weeks to fix the car due to the parts that needed to be ordered from Germany. On numerous occasions, both myself and my husband have been calling the service department, every time we call , we get told a different story by the workshop managers: Monique, Yasmin and the service adviser Lawrence, who has apparently move to Sandton.

The car was with the dealership for 6 weeks until I escalated my frustration to Mr Engling’s office on the 20 May 2019. Subsequent to that a Customer Service manager, Ms Phumzile Malebe, called me on the 22 Many she informed me that the matter has been escalated to the dealership Management. On the 23 May, the dealership informed me that the vehicle was ready for collection, we collected the vehicle. 3 days later after collecting the vehicle, the message to Top Up Coolant came up, I immediately called the dealership manager Yasin and informed him about the message. He requested that we return the vehicle to replace the tyres and sort out the coolant, which we did.

Two days later, I parked the vehicle, before I knew the there was a was leaking from the car, when I started the engine, a red light came up with a message to stop the engine. I went to the filling station to check what was the problem the informed me that the water was leaking. I immediately called the MB Roadside assistance, a technician came and informed me that the water pipe was leaking .I explained to him that the vehicle was with the dealership for 6 weeks and prior to that the was no leakage on the car. He arranged for the car to be towed to MB in Rosebank. On Monday morning (Today) I called the dealership to understand what happened, I have been told that the they did not know about the leaking pipe, which was rather strange to me because a pipe does not crack in one day unless someone fiddled with it. I also sent an email to the Customer service manager, Phumzile and the CEO. Phumzile called me and informed me that she will investigate the matter.

4 hours later I had a call from MB Rosebank informing me that the diagnosis on the car was new problem which I disputed because my vehicle did not leak before taking it to the dealership, secondly how does it take a pipe to leak, 1 day??????? Phumzile called me with the same diagnosis, she further said that she will get a 2nd opinion tomorrow (Tuesday, 04 June) In the meantime she will ask MB Rosebank to assist with a courtesy car as I am suffering from Cellulitis, I am unable to walk for long distances let by taxi. I further asked her to send me an email to confirm the diagnosis that I was disputing, until now I have not received the email.

I then called Palesa at MB Rosebank to check if Phumzile has made arrangements for the courtesy car, to my surprise Palesa informed that Phumzile told her that she will only arrange a courtesy car if I authorise the repairs on the vehicle, this statement is so untrue, I urge you to listen to the recordings to confirm what was said to me. I was **** to and misled once again.