Dissatisfaction regarding the service I recently received at Mercedes-Benz Bedfordview.

Dissatisfaction regarding the service I recently received at Mercedes-Benz Bedfordview.

This was the first time I brought my vehicle to your dealership for a service. My current vehicle is covered under a maintenance plan, and my assigned Service Advisor was Thembi.

Throughout the day, Thembi kept in contact with me regarding the progress of my vehicle, which I initially appreciated. During our second-to-last conversation at approximately 12:00, she informed me that my vehicle was being sent to the wash bay. I then asked what time the vehicle would be ready for collection, and she advised that it would be ready at approximately 15:30.

However, I have the Mercedes-Benz tracking app installed on my phone, which allows me to view the location of my vehicle. From the time I was told it was going to the wash bay, my vehicle remained stationary in front of the dealership premises. At 14:56, I received a call informing me that the vehicle was ready for collection.

Upon arrival, I signed the necessary paperwork. Thembi asked whether I knew where my vehicle was parked, and I confirmed that I did and proceeded to collect it. When I reached my vehicle, I was extremely disappointed to see that it was still dirty. Furthermore, there were visible oily handprints on the bonnet where the mechanics had clearly worked on the vehicle.

This raises serious concerns for me:

Is this the level of service Mercedes-Benz Bedfordview provides to its customers?

Why was the vehicle not properly cleaned before being handed back?

How did the Service Advisor not personally verify the condition of the vehicle prior to notifying me that it was ready for collection?

In addition, I would like clarity on why AdBlue is not covered under the maintenance plan. This was unexpected and not clearly communicated.

As a Mercedes-Benz customer, I expect a significantly higher standard of professionalism, transparency, and vehicle presentation. I trust that this matter will be taken seriously and that I will receive a formal response addressing both the service concerns and the maintenance plan query.