Terrible Service and Victimisation

Item: Stanmar Motors
Rating: 1

To Whom it May Concern VIN nr: 1-*** CAW 36558 Yesterday I was in the unfortunate situation that my GLA200 did not want to start. My car was at the time in George approximately 36km away from me with my driver and my two small children. At that point I made contact with the dealership in George and they immediately offered to collect my children, bring them home and tow my car into the dealership. They said they would get back to me with regard to the status to my car. I called your hotline number and obtained a reference number which I send through to the local dealership. I realised at that point that I will have a big crisis as I have a full working day the following day, with clients booked back to back. I also live 36km out of town, there is no public transport services here and the closest car rental agency is 20km from me. At this point I called the dealership and ask if they could assist with a loan car- taking into account that this unfortunate breakdown is unlike a service where I can plan my day and alternative transport. At the time I spoke to Heino- who told me that they had no loan vehicles available. He also explained to me that if I actually purchased my car from their dealership, they would have been able to assist me. I then asked him if a driver could drop me off at my appointments the next day, at which he told me I was being unreasonable. He actually went as far as asking who my sales executive was at Stanmar and when I told him I purchased my car in PE Maritime, he refused to help. I asked him if I should then rent a car for the day, and he told me that was the only way. This morning at 11h00 I called Stanmar again, as no one from their side have bothered to call me back, at which point they told me that the car will be staying at the dealership whilst they deal with the technical issues. I believe there has been a long trail of victimisation from this dealership and herewith some facts: - I have previously owned two Mercedes Benz cars which I purchased at Stanmar and have always been very happy with the service ( Stan was the Sales Manager then ) - At the time of buying my 3rd Merc, the dealership was trying to sell me a BLUE GLA that was standing on the floor, I told them on more than one occasion that I am not interested in blue, at which point I was told that the GLA’s have been sold out and this is my only option. - At this point I made contact with Maritime in PE and within minutes they had white GLA available with a great price too. I send a email to Stanmar informing them I will be purchasing my car from PE. The sales manager, Gareth at Stanmar, called me back and told me they would offer me the same deal as Maritime. I told him it is a little, too late, considering that I was a loyal client of theirs and expected a great deal from the word go. He told me that if I don't buy my car from them, if I ever service my car, they will not be able to assist with a loan car. - At the same time as this, my company has supp**** branded golfers to the Stanmar Dealership, which Gareth refused to pay the outstanding invoice, as he told me I did not buy my car from them, and they will not pay. It took a couple of emails and he made payment months later. Invoice date was 31 May and payment on the 14th of August. I am under no illusion that this is a direct attack from Stanmar. Even if they had no loan car, they should have offered me the service of a driver to get me to point A- or even to a car rental agency which I would be happy to pay. Heino was very well aware of the fact that I did NOT have any transport, and that I live 36km from the nearest town. As I understand that Mercedez has terms and conditions, as I run a big company myself, and deal with clients on a 24 hour basis. In my experience with customer relationships the following should have happened: * Heino should have offered to at least get me to a car rental agency at the time * Stanmar should have called me first thing this morning to follow up the status of my breakdown * Up to date I have had no feedback of ANY solution for my situation, and I am still stranded 36km out of town without transport. * All my meetings were cancelled today which came at a great cost to me * I have another day of appointments tomorrow and no way to get into town or rent a car. What this has now caused: * I no longer feel like I want to own this car, or have to deal with Stanmar in future, as they are the closest dealership to me. * The fact that Heino told me on more than one occasion that if I purchased my car from their dealership they would definitely have made a plan to assist me is shocking-also talking into consideration the history I have with the dealership. * I am at a point where I want to trade my car in and move over to Audi or BMW * I also believe that the total history of purchasing my car should be taken into consideration as yesterday’s breakdown is not an isolated experience. I would then like to ask to arrange for a trade in on my car, as I really do no longer want to own a Mercedez Benz car and have to put up with less than mediocre service from a local dealership that is clearly victimising me for not buying the car from their dealership. Warm wishes Maranda

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