Hi
I've had service plans on my and wife's car for the last three years, and recently renewed both. I have never been charged for using a loan car when taking my cars over the last three years, but today I took my car in for it's service and picked up the loan car as expected. However, when collecting my car, I was charged £25 for the use of the loan car. When I queried I was told loan cars have never been inlcuded with the service plan, but I'm being charged now due to Covid, Mercedes are charging for sanitizing loan cars and passing that cost on to the customer.
I asked when this was introduced and was vaguely told Feb 2020 when dealerships re-opened. But I took my car in for a service in August 2020 and was charged nothing! This stand off went on for about an hour before I gave in and paid just to get out of there.
I am so certain that the fee for loan cars was waived for customers with a service plan, but Mercedes seem to be re-writing history or making it up as they go along. Am I going mad here?
Be very grateful for members expectations of the service plan, as I am certain loan cars were advertised as one of the benefits of the service plan! I spoke to Mercedes Customer Service, and though helpful, they said there was nothing they could do as it's down to the franchises, which is fair enough, but I have to take the wife's car in for a service tomorrow and I just want to be clear about what I signed up for when I bought our service plans.
Thanks
I've had service plans on my and wife's car for the last three years, and recently renewed both. I have never been charged for using a loan car when taking my cars over the last three years, but today I took my car in for it's service and picked up the loan car as expected. However, when collecting my car, I was charged £25 for the use of the loan car. When I queried I was told loan cars have never been inlcuded with the service plan, but I'm being charged now due to Covid, Mercedes are charging for sanitizing loan cars and passing that cost on to the customer.
I asked when this was introduced and was vaguely told Feb 2020 when dealerships re-opened. But I took my car in for a service in August 2020 and was charged nothing! This stand off went on for about an hour before I gave in and paid just to get out of there.
I am so certain that the fee for loan cars was waived for customers with a service plan, but Mercedes seem to be re-writing history or making it up as they go along. Am I going mad here?
Be very grateful for members expectations of the service plan, as I am certain loan cars were advertised as one of the benefits of the service plan! I spoke to Mercedes Customer Service, and though helpful, they said there was nothing they could do as it's down to the franchises, which is fair enough, but I have to take the wife's car in for a service tomorrow and I just want to be clear about what I signed up for when I bought our service plans.
Thanks
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