local Mercedes dealer beginning to irk me...
Discussion
Apologies for the long (potentially boring) post!
I must admit that I’m getting a little irked with my local Mercedes dealership and need to know:
A – if I’m being unreasonable
B – what the next step I should take is (legal action etc)
Story:
Mrs Iroc “bought” (PCP with balloon) a new C-class coupe last year and it was due the first service end of April and having been pleased with a previous experience of this dealership we went off to Chelmsford for the service. Mileage was marked down incorrectly (+19k miles!) and then three days later on her way back home the oil warning light came on (amber not red) which she informed me of when she got home – oil-slick on the driveway. The initial part of this is not too bad, indeed I was quite pleased with how it was handled:
Dealer agreed that the mileage was registered incorrectly and the records would reflect this, they collected car that evening by flatbed and dropped off a courtesy car, after an inspection they advised that there was “component failure” but there was no damage to the car and in the event of oil related “issues” arising due to this problem we would be covered, the service charge was also refunded in full. They would also send out cleaning company to clean the driveway – this is where things start getting annoying.
The driveway is 60’*30’ block-paved and laid c.18 months ago – spotless, up until then. The cleaning company treated the spillage, however, the marks were still very visible. I spoke to the dealer about this and was told it will go away after a few rain-showers, I must admit that this sounded a little strange but, being reasonable, I was 'happy' to go with this and re-assess end August/beginning September.
Now comes the second part of the issue. May/June I started noticing drips of oil on the driveway and eventually realised that they were coming from Mrs Iroc’s car, WTactualF!! Called the dealers again for then to look into this and as ‘no light was on’ got an appointment 2 weeks later; it transpires that (long story short and paraphrasing) they forgot to clean the drip-tray and suspension parts leading to my driveway looking like a used car lot. Much apologising by them and “…we’ll get the cleaning company out to redo their work on the new damage…” I did point out to them at this point that the driveway was nearly new, but at this point looks dreadful in places and I’m not particularly happy.
About 3 weeks later and nothing, calls not returned (manager variously on holiday/with a customer etc) and I’m getting to the point where I do feel like being rude (as counter-productive as it would be!) and asking them what the f
k they think they’re playing at and is there any chance of sorting their st out.
Opinions?
I must admit that I’m getting a little irked with my local Mercedes dealership and need to know:
A – if I’m being unreasonable
B – what the next step I should take is (legal action etc)
Story:
Mrs Iroc “bought” (PCP with balloon) a new C-class coupe last year and it was due the first service end of April and having been pleased with a previous experience of this dealership we went off to Chelmsford for the service. Mileage was marked down incorrectly (+19k miles!) and then three days later on her way back home the oil warning light came on (amber not red) which she informed me of when she got home – oil-slick on the driveway. The initial part of this is not too bad, indeed I was quite pleased with how it was handled:
Dealer agreed that the mileage was registered incorrectly and the records would reflect this, they collected car that evening by flatbed and dropped off a courtesy car, after an inspection they advised that there was “component failure” but there was no damage to the car and in the event of oil related “issues” arising due to this problem we would be covered, the service charge was also refunded in full. They would also send out cleaning company to clean the driveway – this is where things start getting annoying.
The driveway is 60’*30’ block-paved and laid c.18 months ago – spotless, up until then. The cleaning company treated the spillage, however, the marks were still very visible. I spoke to the dealer about this and was told it will go away after a few rain-showers, I must admit that this sounded a little strange but, being reasonable, I was 'happy' to go with this and re-assess end August/beginning September.
Now comes the second part of the issue. May/June I started noticing drips of oil on the driveway and eventually realised that they were coming from Mrs Iroc’s car, WTactualF!! Called the dealers again for then to look into this and as ‘no light was on’ got an appointment 2 weeks later; it transpires that (long story short and paraphrasing) they forgot to clean the drip-tray and suspension parts leading to my driveway looking like a used car lot. Much apologising by them and “…we’ll get the cleaning company out to redo their work on the new damage…” I did point out to them at this point that the driveway was nearly new, but at this point looks dreadful in places and I’m not particularly happy.
About 3 weeks later and nothing, calls not returned (manager variously on holiday/with a customer etc) and I’m getting to the point where I do feel like being rude (as counter-productive as it would be!) and asking them what the f
k they think they’re playing at and is there any chance of sorting their st out.Opinions?
Maybe I'm just a bit soft, I'm amazed they cleaned it the first time, no matter how well...
To be fair I'd be pi$$ed and I think they should put more effort in, but to be honest are they obliged to? I am however impressed at their initial dealing with the situation waiving the service charge etc.
I don't have a nice block paved drive though so I would be more upset at the oil leaving my car, not sure I follow the drip tray explanation.
To be fair I'd be pi$$ed and I think they should put more effort in, but to be honest are they obliged to? I am however impressed at their initial dealing with the situation waiving the service charge etc.
I don't have a nice block paved drive though so I would be more upset at the oil leaving my car, not sure I follow the drip tray explanation.
While I do agree with other posters that after the initial failure I would not have expected them to clean my drive, the fact that they offered it does set a precedent for the second leak which, furthermore, was their fault for not completing the job correctly.
As they had offered to clean the drive, you would also be reasonable to expect they do it properly.
If you have had no luck contacting the dealership (by email or registered post to show a paper trail) I would then contact Mercedes customer service themselves, explain the issue and include the correspondence to/from the dealer. Often the HQ has more clout than the local dealer and will respond quickly if you have made an effort to resolve it directly with the franchise.
As they had offered to clean the drive, you would also be reasonable to expect they do it properly.
If you have had no luck contacting the dealership (by email or registered post to show a paper trail) I would then contact Mercedes customer service themselves, explain the issue and include the correspondence to/from the dealer. Often the HQ has more clout than the local dealer and will respond quickly if you have made an effort to resolve it directly with the franchise.
Is this the dealership situated in a road named the same as the one used when referring to Tottenham Hotspur FC`s ground?
If so I`m still waiting for them to pay me back for the full valet I had to get done on a used car I bought from them last year, their valeters were too busy to do it properly!!
If so I`m still waiting for them to pay me back for the full valet I had to get done on a used car I bought from them last year, their valeters were too busy to do it properly!!
LeoSayer said:
Can't you just turn the blocks upside down?
Nope they have a face side with a bevelled / rounded edge & a bottom side which doesn't usually plus you need to factor in sun bleaching etc.... Unless you want to flip the whole driveway lolEdited by Richard-390a0 on Wednesday 25th July 15:05
I do sympathise and it does not help the OP now but for others...
The experience of doing business with MB is well documented on PH and, dare I say it, expecting a different outcome in any particular case seems a little optimistic.
MBUK appears to see itself primarily as a finance company with a tiresome side chore of providing cars and associated servicing. There are other decent brands and offers with decent customer service as standard, even Dacia FFS.
More constructively, I'd agree with the OP contacting MB head office (if only for the comedic value of seeing how many cube roots of one fk they give) and then into the small claims court if (when) he gets no satisfaction. He has easily calculable damage which is down to negligence/breach of contract (in not doing a job he paid for to an acceptable standard).
The experience of doing business with MB is well documented on PH and, dare I say it, expecting a different outcome in any particular case seems a little optimistic.
MBUK appears to see itself primarily as a finance company with a tiresome side chore of providing cars and associated servicing. There are other decent brands and offers with decent customer service as standard, even Dacia FFS.
More constructively, I'd agree with the OP contacting MB head office (if only for the comedic value of seeing how many cube roots of one f
k they give) and then into the small claims court if (when) he gets no satisfaction. He has easily calculable damage which is down to negligence/breach of contract (in not doing a job he paid for to an acceptable standard).Complete waste of time going to MB UK. I'm not even sure they've got anyone in the UK, customer service queries get fobbed off by people elsewhere in Europe.
Dealers sending people out to clean drives is routine.
If the dealer is part of a group, then going to brand manager / director at the group's head office is another route to try.
I suppose the proper thing to do is write to the dealership and give them 7 days to sort it out.
Then get it done yourself.
Then send them the bill.
Then tell them you'll sue them if they don't pay it.
Then sue them using moneyclaimonline.
Dealers sending people out to clean drives is routine.
If the dealer is part of a group, then going to brand manager / director at the group's head office is another route to try.
I suppose the proper thing to do is write to the dealership and give them 7 days to sort it out.
Then get it done yourself.
Then send them the bill.
Then tell them you'll sue them if they don't pay it.
Then sue them using moneyclaimonline.
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