I was incorrectly charged an exit fee on a service plan. I disputed this charge and expected them to carry an investigation. Their serviceCare department closed my complaint without thoroughly investigating the issue. When I informed them to investigate if my terms and conditions document was sent to me they did not do this. They closed my complaint and sent me a general copy of my T & Cs. They directed me another complaints department. This issue lasted over eight weeks. I got no complaints handling procedure. I made over 30+ calls because no one took any ownership and kept me updated. I was then informed the complaint was closed and they were not financially regulated. I got directed by the workshop to reach back to the Customer service department although they had already confirmed they would not deal with the issue. When I contacted them they said no complaint had been raised with the showroom and could not help me. It’s disgusting how you treat your customer and get away with mishandling complaints. I regret joining Mercedes. Still nine weeks later and no resolution to my complaint. To think this company could not amicably resolve my issue and made no attempt to do so is poor.
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