Mercedes-Benz Complaint - Does Mercedes-Benz Care About Their Customers?
EUREKA, CALIFORNIA -- I bought a 2009 E350 last month in Walnut Creek CA.
We drove the car home to Eureka California approximately 300 miles. Shortly after arriving home some eight hours after we picked up the car from the dealer, the rear axle had a catastrophic failure. We lost all power to the drive train. It was all we could do using our forward momentum to weave our way through traffic to the side of the road running over the remains of a shopping cart. Although the damage to the front bumper was slight nevertheless our brand-new car was now damaged.
We call the 24-hour road service and our tale of woe problems continued. We were told that 24-hour roadside assistance is only good if you are within 30 miles of the dealership. That we could not have anyone come and get our car until the next day.
When we told them the car was in an unsafe position, we were told we are the car owners and it was our responsibility to have a tow the car to a safe location. We even asked to speak with a supervisor but to no avail.
So we towed our car to a safe location and awaited someone come and get our car who had a contract with her Mercedes Benz to come and get it. They did the next day at approximately 5 PM.
It took 11 days to get our car back, there was an argument about whether Mercedes should pay for the bumper damage, in the end they did, there was an argument about whether or not they would be responsible for returning the car to us, in the end they did after finding out that it was California law.
We were assured by the dealership that someone from Mercedes would talk to us that they wanted to do the right thing by us. We were also assured that the Mercedes mfg representative would be calling us. Never happened.
I did receive one phone call from someone who was a case manager in customer relations. Unfortunately, we a car full of people on the way to a birthday party for my 75-year-old mother-in-law I could not talk to her. But no surprise here, no phone call after that. For the record I have called and left messages eight times.
This whole experience has been very disappointing to us. We bought a Mercedes Benz automobile because we felt it was one of the finest engineered cars oi the marketplace. We entered into agreement assured that if we had a problem that Mercedes Benz would be there to help us. Not only are they not there to help us, they won't even call us.
My advice to you, is if you're traveling with your Mercedes-Benz, don't rely on the roadside assistance get AAA.
We wished we would've bought a Lexus