Mercedes Approved

COBFCSnoopy

Hi all,

Really hoping someone can help please, as I'm so upset over this.

In September this year, I was looking at new cars. I found an approved Mercedes C Class and went to look at it, after initially emailing the sales guy and agreeing on the best price they could do. This was £22,000.

Upon arriving at the dealer, the car had chips and scratches on the paint work, the wheels were damaged. I almost just left and walked away.

Anyway, I decided to speak to the sales guy. I said, what's the deal with the damage. Will it be repaired to a brand new look. Yes was the answer. I put my deposit down based on this. I then got nervous, so emailed the sales guy and Mercedes head office, to ask them to confirm, if the work wasn't done to a high standard, that my deposit would be refunded. Yes, no problem.

Anyway, I pick the car up a week later....meeting another sales guy as the original was on on holiday. He kind of rushed me and made me feel awkward for inspecting the vehicle and therefore, I rushed it and stopped sooner than I should have.

Anyway, I drive the car home and a few days later, I notice the paint on the wheels where they had repaired them was flaking off. Also, the driver door which had chips and scratch repairs done, was looking patchy.

I emailed the sales guy to let him know and I said, I'll wash the car and see what it's like after. He said, ok, do that and let me know.

Washing the car further revealed other work that wasn't done properly all covered up by polish. Sales guy agreed for car to be collected and repaired.

A week later, they returned the car after going to the wrong address, in the dark, so couldn't really see the work. It was a few days later I had the car out of the garage again and noticed that the repairs again, were badly done. Patchy paint work, badge not put on bonnet properly.

Emailed sales guy again and he and a serve manager come to my work place to look at the car. Yes, we'll have to take it in again. Picked my car up the next day they did, took it away and said it had been hand polished and all good now. Returned the car the same day and again, in not great light, it looked ok. The driver also said it had been fully hand polished.

This was last week. Since then, under all manner of lights, I've noticed hundreds of surface scratches. The type you see when people use a gritty sponge or cloth. I haven't touched the car in terms of cleaning since they had it last week.

I emailed the sales guy last week, as I have done almost every day since I bought the car and he's come back this evening saying, I need to take the car to them now, as they looked at it when it left their garage and it was fine. My question is, how well do you look. Not as close as me I bet, because it isn't your £22,000 on the line. Anyway, in my email to him last night, I explained that this, couple with stress of work, was making me ill. That I would like the car collected and a refund given. Every time they touch it, it comes back worse or with another issue.

His response this evening stated that I have to return the car and no refund will be given.

Now, I thought the cosier goods act stated that a defective product, you were entitled to a refund? Does this work with cars? Do I have any ground to stand on here or have I lost £22,000 for a car that was less than a year old when I bought it, never personally owned, as it was owned by this Mercedes dealer as a demo car and they have never fully repaired or lived up to the promise they made me of looking brand new?

Can I do anything to get a refund? Is there anyone on here with sound legal knowledge? I'm in such a state over this. I can't afford to feel like I've wasted that amount of money, as I'm sure you can understand. And Mercedes are supposed to be the best. Hence the prices.

Please, any help would be massively appreciated. I'm so upset.

Many Thanks,
Dean.

justifier

Dean, have you spoken to Mercedes head office?

COBFCSnoopy

I've tried to, but they keep pushing it back to the dealership to deal with. I've just written a massive email to Mercedes customer services. Not the dealer, but he main customer services. Hopefully they'll get back to me.

justifier

What dealership was it? a lot of them are not actually owned by Mercedes and are "resellers" And the repairs are done by the dealership as an "approved repair centre" and not by Mercedes as such

k3lvc

Have you not instigated the 30day/1000mile exchange plan that comes with the vehicle (assuming of course it was sold as 'Approved Used'). This would mean them finding another vehicle for you.

Once this has happened then DO NOT leave the forecourt until you have examined the vehicle in full, in dry daylight, and all issues are rectified to your satisfaction. If they are not then ensure they're providing you with a courtesy car until they sort it out.

Out of interest you mention it's a demo - are those the words used or was it a Mercedes Management Car ? I've had the latter before and to be fair the state it arrived at the dealers in was shocking but they threw money at it to make it mint again