Mercedes Benz Financial Services - Car Rejection Refused

[Fenndogg93]

Hello fellow Mercedes people..

First post, unfortunately not a positive one..

New car bought in May..

I took my car to the AMG Factory in October and over the course of that trip the car went into limp mode 3 times, took it back to the UK where they identified it had a fault but stated they couldn't fix unless replicated.

500 miles and 3 weeks later fault hadn't reappeared.. Mercedes Technical called me and said do you want us to continue? I stated no, I've lost faith in the vehicle...

MB Finance came back to say saying I can't reject as one attempt to fix and it's in process (it's obviously not) and in his opinion it had not been a reasonable timeframe yet.. it's been there for 20% of life... and again not being fixed

They've only messaged Mercedes repair team once.. seems like my case handler hasn't been very diligent at all!!

At a bit of loss - any recommendations? I've got a case in as of today with Financial Ombudsman but apparently 1 - 2 months for a reply...

 

[W1ghty]

Hello fellow Mercedes people..

First post, unfortunately not a positive one..

New car bought in May..

I took my car to the AMG Factory in October and over the course of that trip the car went into limp mode 3 times, took it back to the UK where they identified it had a fault but stated they couldn't fix unless replicated.

500 miles and 3 weeks later fault hadn't reappeared.. Mercedes Technical called me and said do you want us to continue? I stated no, I've lost faith in the vehicle...

MB Finance came back to say saying I can't reject as one attempt to fix and it's in process (it's obviously not) and in his opinion it had not been a reasonable timeframe yet.. it's been there for 20% of life... and again not being fixed

They've only messaged Mercedes repair team once.. seems like my case handler hasn't been very diligent at all!!

At a bit of loss - any recommendations? I've got a case in as of today with Financial Ombudsman but apparently 1 - 2 months for a reply...

I’m sure someone here will know the answer soon buddy .

 

[ALFAitalia]

If it been less than 30 days since collection you should reject it with your dealer not the finance house.

What are a consumer’s legal rights when buying a car?

Your exact legal rights when buying a car will depend on when you bought it. Click here to find out more information

www.themotorombudsman.org

 

[Fenndogg93]

It's been 6 months unfortunately.. 5 months at time fault was reported

 

[ALFAitalia]

Yes just realised that!. The dates important.....under or over 6 months makes a big difference. See my link. But they are right about a reasonable time fr5ame....however If a new car has a fault, the seller has one chance to fix or replace it if the fault is reported outside of the first 30 days. If the fault is reported within the first six months, it's assumed the fault was present at the time of purchase, and the seller must prove otherwise.

 

[Fenndogg93]

It was under 6 months, just ticked over 2 days ago but fault was reported prior to the 6 month period and they've stated the fault was present at time of purchase.

The part they've argued is reasonable time frame, their view is 3 weeks repair time on a 5 month old car is a reasonable timeframe.. they won't tell me what unreasonable is

I've escalated it now and apparently the Case Handlers team leader is going to look at the case.. but "Don't expect a different response" in the background I've gone to the ombudsman

 

[ALFAitalia]

An issue you might have is that as it stands the vehicles does not have a fault.....its did....but not now. Curious to know how the dealer knows it has a fault if they cant find a fault....other than you telling them.

 

[Fenndogg93]

They can see the fault in the instrument cluster, just haven't been able to replicate it and apparently that's what technical requires they do in order to fix.

The Finance company recognize there's a fault, they are just stating that 3 weeks at attempting to fix is a reasonable time frame to be trying..

 

[Will]

Have they supplied you a loaner?

3 weeks is not ideal but in the grand scheme of things I don’t see an issue just yet.

I had to wait 6 weeks for a car to be fixed when it needed a new headlight - depends on diagnostic outcome, parts availability etc.

Push politely a bit more for diagnostic updates etc but I wouldn’t be pulling the plug just yet?

 

[Fenndogg93]

I went down the rejection route already as I've lost faith in the vehicle, with it being intermittent and them not diagnosing it within 3 weeks I'm concerned that if I did take it back the issue could crop up a junction or on the motorway and create a dangerous situation - hence why I've gone down the rejection route

 

[Scooby_Doo]

I rejected my wife's Nissan Juke two days after collection at the end of June, the car is white but the finish is very cloudy and uneven. The dealer agreed that there was a problem and was told to contact Nissan CS. It's five months on now and still awaiting an inspection by Nissan GB.

 

[Will]

I went down the rejection route already as I've lost faith in the vehicle, with it being intermittent and them not diagnosing it within 3 weeks I'm concerned that if I did take it back the issue could crop up a junction or on the motorway and create a dangerous situation - hence why I've gone down the rejection route

I get that you’re disappointed that you’ve even had a single issue with the car, but without knowing any further details of the issue it could have been caused by something as trivial as a bad batch of fuel.

If it’s done 500 miles and not had a repeat of the issue what makes you think it’s going to happen again?

You’ve got another 2.5 years of warranty so there’s literally no reason to reject the car at this stage - I suspect this will be a difficult fight for you for no gain.

 

[Fenndogg93]

Thanks for your comments Will, the code they have brought up said Turbo pressure? Not sure if that could be related to fuel.

I guess my interpretation of 20% of the cars life being in a garage is unreasonable, be keen to know what everyone thinks is reasonable?

What’s the alternative? Let Mercedes technical put 2,000 miles on the car?

Seems a bit of a flawed process honestly, customer experience was great until it came to the finance side..