I went through a lengthy posting on another forum about my inability to obtain service records for my car. This one response pretty much sums up the situation here in the States...
I'd like to try and clear up a few myth's concerning the workings of MB dealerships. The dealer who serviced the vehicle in question is the only one who can provide the COMPLETE service history. MB dealerships are not linked by computer when it comes to service records unless it's a warranty/recall item. The printed record of all warranty/recall work performed is known as a VMI. Customer pay items don't show up on VMI's. Any dealer can pull up a VMI on an a particular vehicle regardless of where the work was done. To get a complete service history will usually require obtaining the actual service file which includes all repair orders and associated paperwork. If the vehicle was serviced at more than one dealer you'll have to visit all of them. At my dealer, if a vehicle doesn't come in for eighteen months the service history is automatcally deleted from the computer system. This system is internal to my dealer and can't be accessed by other dealers. The Privacy Act is indeed the reason for the denial of the service history. All paperwork associated with vehicle service is loaded with personal information about the client. Addresses, phone numbers, credit card information, signatures, etc, are all plain to see. You'll need written permission from the owner of record to obtain the service file. Several people posted that they've been provided with this information in the past. The Privacy Act is a relatively new thing, so what was true in '86 doesn't apply today. Another result of the privacy Act at my dealer is restricted access to the warranty department. This is where the service files are stored. I hope this clears up any misconceptions. I don't think the dealers are stonewalling anyone, they're just following the rules.