Horrible Service from Branch Manager. DO NOT BUY FROM THIS BRANCH.

Dear Mercedes-Benz South Africa Customer Service,

I am writing to formally express my extreme dissatisfaction with the service I recently received at Mercedes Benz Centurion when I took my GLC 300d 2024 for servicing.

Upon collecting my vehicle, the service advisor merely handed me the keys, had me sign the handover documents, and pointed to where my car was parked. At no point did he accompany me for a proper inspection of the vehicle, which is standard procedure. Unfortunately, when I arrived home, I discovered that my car had scratches and dents that were not there before the service. I immediately called the dealership and later went in person to address the issue.

To my disappointment, the manager dismissed my concerns, showing me a vague and unclear video as supposed proof that my car was in perfect condition when I collected it. However, given that the correct handover process was not followed, this footage does not absolve them of responsibility.

To make matters worse, about a week later, my car suddenly stopped moving. I immediately contacted Mercedes-Benz, and my vehicle was collected on Friday morning. However, despite more than 48 hours passing (by Tuesday), I was informed that I would not be provided with a courtesy car, leaving me without transportation.

I am paying a monthly installment for a car that is less than a year old, yet due to the dealership’s incompetence, I am now forced to spend additional money on Uber to get to work. This is completely unacceptable, and I refuse to bear the financial and personal burden of an issue that is entirely the fault of Mercedes-Benz.

I demand the following: 1. A clear resolution regarding the damage to my car. I took a scratch-free car in for service and received it back damaged. The lack of a proper handover process means the dealership cannot simply dismiss my claim. 2. Immediate provision of a courtesy vehicle while my car is being repaired. I should not have to suffer due to a defect that occurred so soon after your service. 3. Accountability from the dealership and service advisor, whose lack of professionalism and disregard for proper procedures have resulted in this situation.

I expect a prompt response and a resolution within 48 hours, failing which I will escalate this matter further. I trust that Mercedes-Benz South Africa values its customers and will take the necessary steps to address my concerns without delay.

Kindly treat this matter with urgency.