should I dispute bill & who to complain to?

[centaurtherapies]

Hi All, I'm new to the forum I just found it whilst doing a search.

Basically my CLK 230K has broken down 3 times in the 3 weeks. Each time related to fuel flow it would appear. £1,000 down the line and 2 weeks without a car it's had a new air mass sensor and fuel pump. We collected it today and 4 miles from the garage it broke down with the same symptoms had had to be towed back there.

Basically what would you folks do? in light of all this I think it's highly questionable as to if the parts were ever needed so should I have even have paid the bills and should I demand my money back, also who do I complain to in order to go to the top?

The car is 9 years old but merc maintained and sserviced, in fantastic condition with 64K on the clock and certainly not an old banger dispite the age of it looks more like 3 years old, inside out and under the bonnet.

Many Thanks

 

[Hertfordshire Merx]

Firstly welcome to the forum, I am sure you'll find it very interesting here. Most members are excellent devotees of Mercedes Benz and extremely helpful.

Did you have the car worked on at a Mercedes Dealership, Mercedes Independent or general garage?

Is the fault a regular or intermittent occurence?

Are the bills itemised so you can follow a diagnostic route accurately, were the reasons they changed the parts and labour times to change them fully justified to you?

Have you given them the opportunity to see what they are going to do next to rectify they problem, considering the track record they are developing?

Has anything about the fault changed at all, are there different symptoms since the parts have been changed?

 

[centaurtherapies]

Hi there, yes it was a main dealer. The first time it broke down was out of the blue, no problems up until then, in fact more than happy. Second time broke down after 150 miles and 3rd time after only 4 miles. Every time exact same symptoms except 1st and 3rd time car would just about start (begrudgingly) and 2nd time wouldn't otherwise totally the same.

It's playing havoc as we only have one other car which my partner needs for work and I have nursery school runs to do.

They towed the car back in (I made them as said not having the AA out yet again else they might not renew me!) and all they have said is will call when they've found out what is wrong with it.

I had a chat with my dad who was a mechanic for 40 years he can't beleive they haven't even tried changing the fuel filter as yet and says something as simple as a blockage in fuel line could have caused it.

Better still I could have had it back last saturday but they said there was a problem as they had only drained off half litre of fuel when the gauge said it had half a tank. Only to call me this morning and say they had made a mistake as they didn't relaise it had a dual tank!!!!!!! and this is a main dealer.

This is why I'm so fed up!

 

[centaurtherapies]

sorry, yes itemised bill and no change in symptoms after parts fitted.

 

[SQ_W211]

I am sorry to hear about your issues. I am sure someone on here know a way to contact MB HO to take this issue with them. You should definately get some compensation back.

This is purely why i prefer to spend my money at the Indie as they are far more honest with you. Where are you based?

 

[centaurtherapies]

Hi I'm based in south west wales so it's been going to the Neyland dealer which is a massive brand new place just not long opened.

I asked for a curtosy car today in light of everything only to be told they were all out.

So do you feel I would be over stepping the mark disputing the bills and asking for money back as a good will gesture?

This has left me with £400 in the bank and I've rescue horses and nursery school fees to pay out for! the money was meant to buy in materials to finish my driveway and has ended up in their pockets and me still with an undriveable car and a ''we'll get back to you'' from them.

 

[centaurtherapies]

MB HO meaning head office??? thanks

 

[television]

sorry, yes itemised bill and no change in symptoms after parts fitted.

The only way forward is via an indie, when you have parts changed at MB,you do not get the old parts back, even when they did not fix the fault, you will have to make a fuss with the MB HQ it is cheating. They must be one of the only trades left where they can charge over and over again for not fixing the first fault in the first place.

If I fix something and its not right, there is no further charge from me what ever it is, I am into electronics.

Without doubt the number of complaints increases daily for post like this

 

[centaurtherapies]

Thanks for replying, They did give the air mass sensor back so will make a point of getting the fuel pump too. Will see what they say tomorrow and not take 'no' for an answer as in sort it, no cost and refunds else will take legal advice. Will also expect some sort of ''warranty'' for this particualr problem for X amount of months and will see what they come back with as being such a new garage I'm sure they don't want bad press. Will at least try but they'd better come back with something good or will chase it up. Thanks again.

 

[Uncle Benz]

You seem to think that fuel supply is at the root of this problem. When you get in the car and turn the key to position 2, without starting the engine, you should hear the fuel pump buzz briefly at the rear of the car. When the car cuts out, try this test again and listen for the buzz, or lack thereof. I only say this because I have changed about 11 K40 modules in the last fortnight, and they give precisely this type of fault.

The K40 contains the fuel pump relay, and a dry solder joint often occurs. I tend to replace the unit, as I don't like to get call outs at ungodly hours, but a deft touch with a soldering iron can get the old units going again.

Sorry - this is probably too technical for this section. Slap on wrist for me.

 

[television]

You seem to think that fuel supply is at the root of this problem. When you get in the car and turn the key to position 2, without starting the engine, you should hear the fuel pump buzz briefly at the rear of the car. When the car cuts out, try this test again and listen for the buzz, or lack thereof. I only say this because I have changed about 11 K40 modules in the last fortnight, and they give precisely this type of fault.

The K40 contains the fuel pump relay, and a dry solder joint often occurs. I tend to replace the unit, as I don't like to get call outs at ungodly hours, but a deft touch with a soldering iron can get the old units going again.

Sorry - this is probably too technical for this section. Slap on wrist for me.

Its not too technical for here but do MB know what a SAM is

 

[SQ_W211]

Hi I'm based in south west wales so it's been going to the Neyland dealer which is a massive brand new place just not long opened.

I asked for a curtosy car today in light of everything only to be told they were all out.

So do you feel I would be over stepping the mark disputing the bills and asking for money back as a good will gesture?

This has left me with £400 in the bank and I've rescue horses and nursery school fees to pay out for! the money was meant to buy in materials to finish my driveway and has ended up in their pockets and me still with an undriveable car and a ''we'll get back to you'' from them.

Really feel your pain, best bet is you go and demand a courtesy car and try to give the fuel pump back and try you luck with as much as you can. Its not a case of goodwill (as far as you are concerned, original fault still remains) as they havent fixed the original fault after replacing all these parts and charged labour on top

Advise them that you been on this forum (nothing is as bad as telling MB owners about their service) and that you will definately persue this legaly if they do not give explanations. Also worth geting an indie for advise, Try calling MBS on Phone 07907 631 681 for some frinedly advise.

Let us know how you get on and dont forget you should most definately take all the names of people you dealt with and complain in writting to MB HQ.

 

[robertjrt]

Really feel your pain, best bet is you go and demand a courtesy car and try to give the fuel pump back and try you luck with as much as you can. Its not a case of goodwill (as far as you are concerned, original fault still remains) as they havent fixed the original fault after replacing all these parts and charged labour on top

Advise them that you been on this forum (nothing is as bad as telling MB owners about their service) and that you will definately persue this legaly if they do not give explanations. Also worth geting an indie for advise, Try calling MBS on Phone 07907 631 681 for some frinedly advise.

Let us know how you get on and dont forget you should most definitely take all the names of people you dealt with and complain in writing to MB HQ.

Having had experience of dealing with MB the advice above is well worth taking. Notes of who said what, where, when and to whom will come in very useful when claiming any excess costs you have incurred through the Small Claims Court. Keep every piece of paper and remember, be reasonable at all times, lose your temper, say/do something untoward may well scupper your chances.
Photograph your car with date proof, newspaper headline if nothing else.


It is expected in Law that a "Professional" has more knowledge of a subject and is therefore unable to used the excuse "I did not know", think about it, Doctors, Dentists, solicitors, engineers, et al. are expected to know their subject and the logical extension of that is; Mercedes-Benz should know about Mercedes-Benz products. The hire of a temporary replacement should count as a "claimable" expense, providing the repair time was "unreasonable", a car "smaller" than your own should be hired


If you use another garage to fix your car, inform them before, yes before, the repair that you will require a written statement of the fault, as found. Nothing more, nothing less, the Judge will decide. The Small Claims Court (SCC) is the place to go otherwise you may well end up with excessive Costs, beware, Mercedes-Benz have their own Legal Department and very deep pockets indeed.

One has to be "reasonable", the SCC will expect to see letters written to MB addressing the complaint and what is expected to resolve the matter and any replies.

If nothing is heard from MB in, say, 14 days, send an Invoice for the sum claimed, stating payment is due in (say) 14 days.

Again if nothing, letter 3.

"The Invoice dated XX is now overdue, payment is requested by return, failure to settle the Invoice will result in legal action to recover this debt. I reserve the right to proceed to the Small Claims Court after the XXX without further notice."

Less is more.

The SCC is "user friendly" and the odds are that you will not have to go to Court and if you do, and you claim is "reasonable", MB will have to come up with a very good reason why you are there.

If MB send you a letter informing you that a charge of £25 per day storage may be levied, let me know, as it is a hollow threat, the Tort Act!

 

[Rory]

Basically my CLK 230K has broken down 3 times in the 3 weeks. Each time related to fuel flow it would appear. £1,000 down the line and 2 weeks without a car it's had a new air mass sensor and fuel pump. We collected it today and 4 miles from the garage it broke down with the same symptoms had had to be towed back there.

This seems pretty straightforward to me - you paid £1000 and got nothing, so they should refund you. Let them fix the car, but the cost should be absorbed by the original bill.

I doubt it's worth complaining to MB - they'll just say it's a matter between you and the dealer.

 

[Rory]

Basically my CLK 230K has broken down 3 times in the 3 weeks. Each time related to fuel flow it would appear. £1,000 down the line and 2 weeks without a car it's had a new air mass sensor and fuel pump. We collected it today and 4 miles from the garage it broke down with the same symptoms had had to be towed back there.

This seems pretty straightforward to me - you paid £1000 and got nothing, so they should refund you. Let them fix the car, but the cost should be absorbed by the original bill.

I doubt it's worth complaining to MB - they'll just say it's a matter between you and the dealer.

Why did you not call MB Mobilo for the recovery, rather than the AA?

 

[mercmadjim]

If you have not already done so, a call to trading standards should help you, good people to have on your side, I had issue's with a local Mitsubishi dealer, once I contacted trading standards and let the dealer know I had, the dealer folded like a deck of cards...

 

[centaurtherapies]

wow thanks for all your wonder advise everyone most appreicated

Called them soon as they opened and explained that I am not happy want the second bill refunded as I paid a bill first time for the problem to be fixed. She told me second bill will only be refunded if the old fuel pump is checked and found faulty at which point I pointed out something a small as a blockage in the fuel lane could put pressure on it cause it not to work and make it ''break'' so thats no suitable proof of the original failing as far as I am concerned. Also said I have lost 300 in loss of earnings so far (I'm a horse therapist so need the car to get to clients) and that in light of this want the car fixed at no further cost.

Thanks about trading standards had already thought of that and was going to get onto them once I'm off of here also tried calling the garage MD but he was in a meeting so will get back onto that one again in an hour.

Also does anyone have the contact address for MB head office please?

 

[centaurtherapies]

sorry forgot to answer that got the garage to tow it in instead of the AA as it broke down only 4 miles after leaving there.

 

[SQ_W211]

wow thanks for all your wonder advise everyone most appreicated

Called them soon as they opened and explained that I am not happy want the second bill refunded as I paid a bill first time for the problem to be fixed. She told me second bill will only be refunded if the old fuel pump is checked and found faulty at which point I pointed out something a small as a blockage in the fuel lane could put pressure on it cause it not to work and make it ''break'' so thats no suitable proof of the original failing as far as I am concerned. Also said I have lost 300 in loss of earnings so far (I'm a horse therapist so need the car to get to clients) and that in light of this want the car fixed at no further cost.

Thanks about trading standards had already thought of that and was going to get onto them once I'm off of here also tried calling the garage MD but he was in a meeting so will get back onto that one again in an hour.

Also does anyone have the contact address for MB head office please?

Good luck with it and keep us posted with results

 

[robertjrt]

Mr Dermot Kelly,
Managing Director,
Mercedes-Benz UK Limited,
Tongwell,
Milton Keynes,
MK15 8BA

Tel; 01908 245000

Mr Wilfrieid Steffen,
President & CEO

Ditto Address



Mr Neil Williamson,
Managing Director,
Mercedes-Benz Direct

Ditto address