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    • That would be me.   Any signs of the response yet?
    • ah good. changes things then. but you must reply to them within 30days. we'll deal with that later.   now why are you getting this letter if the agreement you said earlier is in your brothers name? should be in his name its also not on that they did that, it was obvious you could not get the credit , so can you clarify please who's name is on the agreement too?   what is also not very nice either is they scammed you into handing the car back under i would assume voluntary surrender, whereby you owe everything, rather than telling you you could voluntary terminate only owing to the 50% mark.   can you expand upon the how the handback came about and what they did and didn't say?   all of the above if true bodes well to p'haps buffing this debt away .   dx
    • Hi dx,   The letter does not have any title but, it does have attached to it a reply pack with an income and expenditure form included.   No problem, I'll scan and upload the agreement tomorrow so you can have a browse. Just as an aside, the agreement does say on the top of the page hire agreement regulated by the Consumer Credit Act 1974. So I was wrong.   Thanks!
    • Thank you both. My defence was as vague as their Claim.   1. I am the defendant in this claim and litigant in person. All allegations made by the claimant are denied.   2. The defendant does not recognise the alleged agreement xxxxxxxxxxx as mentioned in the particulars of claim therefore it is denied that any such agreement exists.   3. The defendant has requested copies of the alleged agreement under Data Subject Access Request, Consumer Credit act 1974 s.77/8 and Civil Procedure Rules 31.4 but to date the claimant has failed to provide a copy of this document.   4.The defendant has also requested copies of the default and termination notice for the alleged account xxxxxxxxx as required to legally enforce the alleged debt, but again the claimant has failed to provide either.   5. In addition the defendant has requested copies of statements for the alleged account xxxxxxx showing the amount of monies allegedly owed to the claimant. To Date these have not been provided.   6. The defendants view is that this claim is vexatious and an abuse of process as the claimant has failed to provide any documentation to support their claim and respectfully requests that the said claim be struck out.   As an aside, I noticed that the 'statement' they did provide had a different figure on it to what they are claiming, so I will hopefully be able to flesh out quite a bit in my skeleton argument.   Spam 
    • 80% refund sounds like a very good deal* as they are entitled by law to deduct an amount from the refund to reflect the use you have had of the item over the 12 months it has been working.   So you could argue that a deduction of 20% for one year indicates that they expect it to last for at least five years, and probably longer.     * Think about it this way - would you pay 80% of the value of a brand new iPad to buy a second-hand one that somebody else has been using for over a year, or would you expect to get it cheaper than that?
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    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
       
      I opted for mediation, and it played out very similarly to other people's experiences.
       
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
       
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
       
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
       
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
       
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
       
      Many thanks, stay safe and have a good Christmas!
       
       
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
    • Natwest Bank Transfer Fraud Call HMRC Please help. https://www.consumeractiongroup.co.uk/topic/428951-natwest-bank-transfer-fraud-call-hmrc-please-help/&do=findComment&comment=5079786
      • 33 replies

Bad customer service from Mercedes Benz UK


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I bought a Mercedes S class S400 hybrid from Mercedes benz of Edinburgh in March 2014 to the tune of £84k.

 

I work as a London Chauffeur providing chauffeur services to some very prestigious clientele.

 

From the beginning I have endured nothing but Serious problems.

The car had a serious engine cut out problem whereby when the car was transitioning from Hybrid mode to engine it would unexpectedly just cut out and there was no throttle.

 

Of the many times that this happened there were two in particular that were actually life threatening and both times i had clients on board.

 

One time I made a judgement and entered a busy roundabout and the car cut out which nearly caused a serious collision.

 

This happened again whilst crossing a very busy road in London, luckily the on coming car pulled an emergency brake.

 

I have also had problems with the drivers seat as to date it has not stopped squeaking.

I work as a London chauffeur and this has been very distressing as well as highly embarrassing.

 

I first reported this issue to Mercedes of Slough who couldn't find a fault,

then I went to Mercedes of Brentford who also couldn't understand why the car was cutting out and couldn't find a fault. Mercedes of Brentford tried to cure the squeak in the seat but unfortunately didn't.

 

Next I went to Mercedes of Heathrow who also did a diagnostic and told me that Mercedes HQ knew about this issue and it was gearbox related.

 

They told me that certain tweaks had to be done to the gearbox and that the work would take half a day to complete (my cars gearbox prior to this was fine and smooth) they kept it in for a week.

 

During the week that they had my car they told me that they couldn't reprogram the gearbox to go into reverse.

 

They also tried to fix the squeak in the drivers seat but to no joy either.

 

When I finally got my car back I quickly realised that the transitions of the gears were not as smooth as they were prior.

 

I took the car back to Heathrow numerous times since then as the gearbox just didn't feel right.

 

Eventually I was told by Heathrow that there was nothing else that could be done by them.

They did pay one of my monthly payments but that doesn't solve the bigger problem at hand.

 

I made countless calls to Mercedes customer services with regards all the problems and their

answer each time was to take it to a dealership.

 

The big problem here is that the Uk dealerships are just not educated enough to deal with the problems of theses particular cars.

 

Recently Whilst on a job In December 2016 I endured yet another problem whereby the command system of the car failed which means No radio/tv or bluetooth is available in the car.

 

Mercedes Slough have had the car from 16/1/17 till present and I have not even been provided with a temporary replacement to work in.

 

I have literally had enough of this car.

I know that they have changed the car for the same problems for a few chauffeurs as we are all connected, but not me.

 

Im not actually asking for the car to be changed but rather for Customer Services to acknowledge the problems that I have constantly faced.

 

I truly feel that Im lucky to be alive.

I have had to fit cameras in the car incase I am faced with any other dangerous situations.

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You don't seem to be asking for any particular advice here.

 

Are you posting this simply to cause poor publicity for them?

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You don't seem to be asking for any particular advice here.

 

Are you posting this simply to cause poor publicity for them?

 

Well, I have tried the route of talking to Customer Services but nothing positive ever comes of it. I have highlighted many times how I'm left in dangerous situations. Do you think that the public should know about this? Perhaps you can advise me right there?

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I don't think that we are here simply to help you do a hatchet job on this company. I don't think it bothers them anyway. The kind of people who normally buy Mercedes cars aren't generally speaking the kind of people who come to this forum.

 

If you feel that you want to make a complaint and you want some help then express your story in that way and then maybe we can help. That's what we do

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