Breached Service Contract - Mercedes-Benz Forum

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post #1 of 1 (permalink) Old 07-26-2009, 10:19 AM Thread Starter
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Breached Service Contract

26 July 2009

I own a 2007 ML 350. I absolutely love the vehicle. It's my first Benz. I bought it new in Oct 06. I drive a lot (250+ miles/day) & now have 134,000 miles on my ML. When I purchased it at Keyes in So Cal, the then fleet mgr Paul Tanner sealed the deal by promising me free pick up & delivery with a loaner for all servicing needs for as long as I owned the vehicle. A few months afterwards Paul left Keyes and became General Manager at Encino Mercedes in So Cal. I faithfully followed him there and he honored our contract at that dealership until just recently. A few months ago Mr. Tanner suddenly was no longer working at Encino and no one will divulge his whereabouts or reason for abruptly leaving his position as GM. My next service came due and my service advisor Alon Asherson informed me he was unable to send a driver to pick up my car. I drove the 100 miles on my weekend and dropped off my ML 350 for routine service & picked up a loaner. Service was completed in 3 days. Only problem was they claimed not to be able to send a driver with my car for exchange with the loaner. I work -a lot- and am unable to make the 100 mile trip there. For the next 3 weeks I had an E350 (nice lil car) which I put nearly 4000 miles on. Finally yesterday on my weekend I brought the loaner back and picked up mine. While there I spoke with the new General Manager (a real piece of work he is) Hans Ang. He informed me that he will no longer honor the agreement I had with Paul Tanner. There will be no more pick up or delivery or loaner vehicles extended unless I could provide the written original contract. Even then it would be Keyes dealership problem not his. Encino has been doing so for the past 2+ years. When I was shopping for a new car in 2006 I felt and was told that when purchasing a Mercedes Benz I was not only buying a superior luxury car, I was also getting a service commitment unrivaled anywhere. I had hoped to be buying another Benz this year. I highly doubt this will be the case considering the complete lack of concern and behavior exhibited by Hans Ang at Mercedes Benz of Encino CA yesterday 25 July 2009. My question to anyone knowledgeable enough to give straight advice is what can I do at this point to have my original (deal sealing) promises upheld by Mercedes Benz anywhere?
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