Complaints

• Initial Complaint

  15/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this claim is for MB header office instead of London dealer alone as BBB only lists London dealer in this case, no lists for Maple dealer, nor header office. First is the issue of part. Is it authentic parts that Maple used? Second is about its services. Simply that service B has to be performed this time in March 2024 as header office mentioned, but London dealer did not do it instead service A done again same as year ago. Even though the invoice said service code B, and note on that "...... Wheel spacer, wheel bolts or wheel nuts from another manufacturer ...... MB London shall then not be hold reliable." (inv. ****** attached). Just as Maple dealer pointed the finger to me that I must do services somewhere else outside ** as I have not been services there for more than 2 years, so services are not done properly, so the service guy shout at me and blame for that (inv. ****** attached). Since I purchased the *** 350, MB dealers take care of all the services. Whatever services dealers performed and suggested I have paid for that. In this case, I have asked MB header office to look at the issue more seriously after addressed that about quality and services I got recently. I would like to get an honest and transparent answer from MB. I think all consumers deserve the truth and properly treated. In short, I will definitely want to get the service B done under MB cost, and refund all the costs for bolts that paid in full with inspection report for the old bolts to determine if they are original parts from MB as Maple claimed.

  Business response

  16/05/2024

  Good *************************************** that it was calling for was indeed a * Schedule, but due to the low mileage on this vehicle and the * service already completed at ****** kms it was deemed not required. To note: The Service * is due every 30,000kms.  the kilometers on the vehicle when we did the service was at 115,447km's.  The schedule * service will be due at 126,000  kms.

   The statement: when using disk wheels, wheel spacers and wheels bolts or wheel nuts from another manufacturer., in which the wheel connection was not checked and approved by ******* AG, ******* AG and Mercedes-Benz London shall then not be held liable, is a generic statement printed on each invoice.

  This simply means when aftermarket wheels, spacers or aftermarket bolts are used we are not held responsible should they come loose or off the car. As aftermarket parts are not tested at the factory,  we do not have access to the proper torque specs of these components.

  There is no reason for a credit or any sort of reimbursement. If the client insists on having a * service done we will be happy to do so, and the customer is responsible for the additional labour and parts fees.

   

   

   

   

  Customer response

  16/05/2024

   
  Complaint: 21716988
  
  I am rejecting this response because ************* ********** replied to my complaint on this issue: 

  Thank you for contacting the ************* Canada ************************** (CAC). 
  .......it is the customers responsibility to bring in the vehicle when it is due for service, and the dealership has reported to the customer assistance center that you have not completed a service B appointment since 2021.

  t's not your fault? I have never been informed that you only did a service A instead of B, but MB said B is must for my case. 

  In this invoice, you have put a very important note clearly refers to the wheel & its parts that are not from MB, correct? even thought you make excuse to be less important now. by the way I can not tell the old bolts on wheels are original from MB (they were given back to me from Maple dealer,  and they seems good), can you provide me the paperwork from MB, that's original? otherwise, why would you be concerning about that? and have you put such warnings to all the invoices for all the customers?   

  Sincerely,
  
  ***************************

  Customer response

  27/05/2024

  Hello, this service B was not approved by myself, so I will demand Benz London to full refund, or prove that I have authorized the services and agreed to that. I am indeed very disappointed with services that London performed. first I was told that the part took 3 months, then he told me he got the part next day, and once again he got a wrong part and had to reorder next day, that time I had told the service advisor to change the the part only, no service was needed actually. So why this all happened? for this reason, I will take action if the London failed to respond in good faith. 

  thank you,

  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩