Vehicle Rejection - Service History Incomplete

Harry_Hammer

Can anyone offer some advice on the next steps: My employer purchase on 25th January 2024  a Mercedes-Benz A-Class 250e AMG Line Premium Edition 4-door Automatic as my company vehicle, from a main dealer, under the Mercedes-Benz Approved Used scheme.

- 29th January 2024 - Low oil level warning on dashboard, we notified dealer of this and they arranged for the booking team to contact us. Vehicle booked in for inspection (earliest date a courtesy car was available) booking date 12th February 2024.
12th February 2024 - On inspection, no fault was found, it was therefore assumed to be missed at point of PDI and vehicle duly filled with sufficient oil by dealer - costs of oil purchased prior to inspection and fuel to travel reimbursed.
- Vehicle booked in with local MB dealer for second year service, following service light indicator shown on vehicle – booking date 6th April 2024.
- 6th April 2024 - Whilst vehicle was with local MB, I was called and notified that they could find no trace of the car having it’s first year service. Local MB dealer continued with service at cost of £508.93.
- 12th April 2024 - Emailed selling MB dealer General Manager to request the rejection of the vehicle. Advising we required a response within 14 days. GM kindly responded the same day and advised it would be investigated and his team would respond. Claimed if A service missed, B service undertaken would bring the schedule back in line and does not affect warranty.
- 26th April 2024 – No update received from any member of the selling MB dealer. Sent chasing email, said they were still investigating and that I would be escalating to Group Aftersales Manager. Email sent.
- 29th April 2024 - GASM claiming the vehcile met all criteria, however they should have undertook the B service prior to sale. Offered to reimburse our costs of B service at local MB dealer.
- 30th April 2024 - We responded to GASM advising that he had accepted they were in breach of contract, due to their failure to service the vehcile prior to our collection at point of sale. Also pointed our that the MB warranty guidelines indicate that a missed A service will null & void manufacturers warranty and that the incomplete service history would also put the PHEV battery certificate warranty at risk also.
In response, the GASM indicated they would investigate further and seek advice from the manufacturer.
- 2nd May 2024 - GASM emails to confirm the car was serviced 18th January 2023 providing an invoice for engine oil used, from a car supermarket who sold the vehicle 18th April 2023. Details provided by previous owner who part ex'd the vehicle to MD dealer.
- 8th May 2024 - delayed response as I was away from office - We contact car supermarket and requested proof of works undertaken in pre-delivery inspection. Response provided us with a Pre-Delivery Summary and it showed the Oil Filter had not been replaced.
- 9th May 2024 - Emailed the GASM to advice of the added detail and that we have been mis-sold the vehicle and our request for rejection, still stands.
- 13th May 2024 - GM advises they will investigate further.
- 20th May 2024 - sent chasing email for update - GM responded advising gaining further information.
- 23rd May 2024 - Emailed GASM & GM, advised the lack of response was unacceptable and asked for a positive response by 5.00pm 24th May 2024 with plane to refund car of car in full. Response received from GM advising they are seeking legal advice and would respond accordingly.
- 4th June 2024 - Response

Having now fully reviewed the situation I would like to make clear our position.

We acknowledge that the first service carried out whilst in the ownership of Motorpoint only completed some of the required service , that meaning the oil filter was not changed however the oil was replaced at that time. At the point I was informed of the service being completed I had not been advised of this. I appreciate the call/emails you made also to Motorpoint to confirm that the oil filter wasn’t changed.

I understand that you have now paid for and received a B service from Mercedes Benz of Swindon that now brings your vehicle back to service.

I know you have previously mentioned that you are concerned about the residual value of the vehicle and want to offer you at the point of when you wish to sell the vehicle that we would be happy to offer a price as it having its servicing complete and would be able to sell as an Approved used car. I understand you may not wish to sell the vehicle now but, in the future,  we would be happy to offer you a price at this point taking into account the vehicles overall condition, service history and mileage. The maximum mileage to be able to sell as an approved used Mercedes would be 100,000 miles.

On the guidance and information we are unable to accept the rejection of the A class, however as stated before we are happy to cover the cost of the B service you have completed if you would provide the a copy of the invoice and your bank details. I can make arrangements  for this to be refunded. 

What are peoples thoughts, We believe the vehicle has been mis-sold due to the MB approved used vehicle scheme states History and mileage check - We ensure all our vehicles are independently checked and verified, making your concerns a thing of the past.

As a business, can we take this up with the motoring ombudsman?
should we seek legal advice? If so from who?

Sorry it's long winded but wanted to give all the backgound.

ontheroad1970

IANAL, but the strapline is marketing and therefore not necessarily part of the contract. ("We ensure all our vehicles are independently checked and verified, making your concerns a thing of the past.")

born_again

How old & what mileage on the car when bought?

Our Mercedes-Benz Approved Used scheme maintains the highest quality standards. We work with a franchised network of Showrooms across the UK who work hard to provide the best possible service, meaning you know you're in good hands when you buy your next car.
You get a one year warranty with every Approved Used Mercede-Benz, so if you have any problems, get in touch with your Showroom.

Strange that anyone would take a car to Motorpoint for a service.

As this was not bought by you, then it is for the company to take forward.

chrisw

Why are you worrying and faffing about with your employers car? Why does the final trade in value concern you?

I personally would drive it without a care in the world and hand it back to my employer if/when it goes pop.

Ayr_Rage

As above, leave it to your employer as they own the vehicle.

I really hope you didn't drive it from 29/1 until 12/2 with the low oil warning light on continuously, consumables need to be topped up by the driver if necessary between services.

Harry_Hammer

Ayr_Rage said:

As above, leave it to your employer as they own the vehicle.

I really hope you didn't drive it from 29/1 until 12/2 with the low oil warning light on continuously, consumables need to be topped up by the driver if necessary between services.

You will have noted I was reimbursed for oil I have put in the engine.

Harry_Hammer

born_again said:

How old & what mileage on the car when bought?

Our Mercedes-Benz Approved Used scheme maintains the highest quality standards. We work with a franchised network of Showrooms across the UK who work hard to provide the best possible service, meaning you know you're in good hands when you buy your next car.
You get a one year warranty with every Approved Used Mercede-Benz, so if you have any problems, get in touch with your Showroom.

Strange that anyone would take a car to Motorpoint for a service.

As this was not bought by you, then it is for the company to take forward.

Car purchased from Motorpoint and it had a pre-delivery inspection 18/04/2023, where the oil was changed but oil filter not fitted. That person then part-ex it to MB dealer, where we then purchased in January 2024, unaware it had been through the Motorpoint system and the service was not complete.

Herzlos

Are you saying that Motorpoint gave it a PDI on 18/04/2023, 8 months before you bought it? Or that the car was registered on 18/04/2023? The latter would make more sense because if it was a hire car it'd be sold on at about 5000 miles (I think) / 9 months.

Okell

Harry_Hammer said:

Ayr_Rage said:

As above, leave it to your employer as they own the vehicle.

I really hope you didn't drive it from 29/1 until 12/2 with the low oil warning light on continuously, consumables need to be topped up by the driver if necessary between services.

You will have noted I was reimbursed for oil I have put in the engine.

But as others have asked, why are you concerned?  Your employer bought the car so it's their problem.

Or is your employer a one man company and that man is you?

photome

Why are you concerned about it if it was bought for you as a company car

born_again

Harry_Hammer said:

born_again said:

How old & what mileage on the car when bought?

Our Mercedes-Benz Approved Used scheme maintains the highest quality standards. We work with a franchised network of Showrooms across the UK who work hard to provide the best possible service, meaning you know you're in good hands when you buy your next car.
You get a one year warranty with every Approved Used Mercede-Benz, so if you have any problems, get in touch with your Showroom.

Strange that anyone would take a car to Motorpoint for a service.

As this was not bought by you, then it is for the company to take forward.

Car purchased from Motorpoint and it had a pre-delivery inspection 18/04/2023, where the oil was changed but oil filter not fitted. That person then part-ex it to MB dealer, where we then purchased in January 2024, unaware it had been through the Motorpoint system and the service was not complete.

Surprised Motorpoint sell new Mercedes.
They make no mention of new cars on their website.

So when was car actually registered?

Not that this makes any difference. Your company needs to deal with this, as they bought it.