Help with towing advice.

EmilysDad

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Well I have just spent the last 1.5 hours typing an email to Mercedes Benz Customer Complaints Milton Keynes. I'm not confident it will make much difference but I feel soooo much better for off loading!

Will let you know how tomorrow goes down in Colindale.

When my car was damaged at a local dealer, Emily tweeted Mercedes ...... their reply was extremely prompt. :rolleyes: They weren't that much help in the long run, but it certainly got the ball rolling very quickly to start with.
 

Kristian Livall

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Hi,

I'm planning to view a 2014 S212 E220D SE Bluetec at the weekend. From reading this thread it sounds as though I can't fit a tow bar to it. Please could somebody in the know confirm if this is correct? Unfortunately if I can't fit a tow bar it will be a deal breaker :(

Many Thanks,
KRL
 

Craiglxviii

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Hi,

I'm planning to view a 2014 S212 E220D SE Bluetec at the weekend. From reading this thread it sounds as though I can't fit a tow bar to it. Please could somebody in the know confirm if this is correct? Unfortunately if I can't fit a tow bar it will be a deal breaker :(

Many Thanks,
KRL
You can fit a tow bar to it but you cannot legally tow with it if there is no MGTW value stamped on the VIN plate.

You would need to check the specific car to determine whether or not this is correct.
 
OP
Deborah Burton

Deborah Burton

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Hi,

I'm planning to view a 2014 S212 E220D SE Bluetec at the weekend. From reading this thread it sounds as though I can't fit a tow bar to it. Please could somebody in the know confirm if this is correct? Unfortunately if I can't fit a tow bar it will be a deal breaker :(

Many Thanks,
KRL
This is what happened to us last week. First of all check the VIN plates states a Gross Train Weight, also known as the Gross Combination weight then check the V5 document for that vehicle and the owners hand book under "towing". It will state there whether the vehicle can be legally used for towing.

DO NOT just except what your dealer says or what the Sales brochure for E Class Estates and Saloons show.

We were told we could tow with our car by MB but we cannot legally with it. Check DVSA guidelines.

Just make sure you can legally tow with any vehicle you buy, it's been a nightmare for us this week. My husband is taking our new car back to MB as we speak.....

Good luck with your search.
 
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Deborah Burton

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My husband has just called to say he has just been handed the keys to our original car but they told him he has to drive home then email them requesting they refund the monies we have paid them. ALARM BELLS!! what utter rubbish, why does my husband need to drive 160 back home to request a refund he has already asked for ? he's there standing in front of them!! It's already been asked fro by email. We really are at our wits end.
 

Frontstep

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He needs an acknowledgement that they are accepting it back until that happens the process chain is broken for them.

He can either wait around and make a nuisance of himself whilst they go through their procedures, come home with it, or leave it there.
 

John Laidlaw

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Can I ask if you were financing the vehicle? The finance company if so might be interested and add some gravitas....
 

Craiglxviii

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As you have handed back their property and received yours in return you should be given a written confirmation of refund.

Ask your husband to ask someone their to pull up the money claim website so he can start the CCJ process against them.
 

Frontstep

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Vent your spleen with Milton Keynes if you like but they are used to irate punters and from my experience few of them are up to much, they are very sycophantic employees who readily affect a cult mindset.
Too many of them simply won't care as you don't matter until sales are affected.
 

Craiglxviii

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One can really easily affect sales. Simply tell the first three customers through the door that they will not honour refunds due to selling incorrectly specified cars.

Lose them a sale and they’ll cooperate.
 

Frontstep

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Yes as above wait around and make a nuisance of yourself the problem is finding the only person able to process the refund.
 

LostKiwi

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My husband has just called to say he has just been handed the keys to our original car but they told him he has to drive home then email them requesting they refund the monies we have paid them. ALARM BELLS!! what utter rubbish, why does my husband need to drive 160 back home to request a refund he has already asked for ? he's there standing in front of them!! It's already been asked fro by email. We really are at our wits end.
I would suggest he demand to see the dealer principle.
Then while waiting go sit in the most expensive car they have (with a cup of coffee). When they ask him to please remove himself from the vehicle sit there and say that he will only do so once the dealer principle has emailed him with an apology and confirmation of refund and comes down to apologise in person as well.
For good measure mention social media as well and if he has a smart phone let them see it with Facebook/Twitter/this forum open on the screen....

If the DP isn't available mention you'll accept it from Mike Lumsden (Regional head of sales).
 
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Deborah Burton

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I have just called Milton Keynes to clarify their refund policy.

They were surprised to hear that we had been told to go home and email a request for refund. They are now calling Colindale and will call me or my husband back.

In the meantime my husband just called me to say he went back into the dealership and demanded something in writing from them confirming they will process a refund.

They only gave him this because he demanded it! The guy said only head office can process a refund, this should have been explained to us yesterday when they confirmed we could collect our car back and have a refund.

Another sales guy let slip our 2014 Coupe had been sent for auction even though they had reassured us a stop had been put on it being sold and that they had the V5 document for it in a draw. They had to get it back urgently when they realised it was missing. You really couldn't not make this stuff up. Astonishingly awful!!

We paid cash for the outstanding amount after PX john laidlaw.

Not even an offer of diesel from them for the return journey home (160 miles) no apology, nothing!! What an absolute bunch of wan****!!!
 

Craiglxviii

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Put it all on social media. Copy in Mike Lumsden and ask him how he would like to pacify a customer.
 

ajlsl600

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No I wouldn’t say that, I’d say that this is ****ing outrageous and utterly disrespectful to the customer base. Does the Dealer Principal know about this? Has MB Customer Services in Milton Keynes been alerted? If not I really do suggest you copy them into all correspondence and perhaps a link to this thread, showing what a travesty of duty of care has been taken by them with you.


i would love to know what the dealer puts on his paperwork as to why the car was returned!!!
 

Wighty

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Hi,

I'm planning to view a 2014 S212 E220D SE Bluetec at the weekend. From reading this thread it sounds as though I can't fit a tow bar to it. Please could somebody in the know confirm if this is correct? Unfortunately if I can't fit a tow bar it will be a deal breaker :(

Many Thanks,
KRL
I'm sure the dealer can tell you :eek::D:D:D
 

keefysher

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His email address is his {firstname.lastname}@daimler.com (he uses mike)

Their website says:
'
Mercedes-Benz Colindale is our most established dealership. Located on the A5, Edgware Road, we offer the full range of Mercedes-Benz and smart, new and used sales and service facilities for both cars and vans. We have over 100 Approved Used Mercedes-Benz available to test drive.

Mercedes-Benz Colindale is part of the UKs largest Mercedes-Benz Retailer, owned by the Manufacturer. Because we only sell Mercedes, we can offer you an unrivalled service and expertise to assist you in finding your ideal car.

At our dealership, our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen, and when they do, we will try to put things right as quickly as possible.

Regional Head of Business

Mike Lumsden

mike.lumsden@daimler.com

0208 205 1212'

Just had an online chat with their central office. Lumsden is the top man. The number is a general number for the dealership. They won't give any further contact details.

Deborah, how is hubby getting on?

Object lesson in how NOT to deal with a customer.
 

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