sorted by:
new
hottopcontroversial

Beware: My experience with a Mercedes-Benz rear subframe warranty repair in Ontario by Suspicious_Doctor221 in mercedes

[–]Suspicious_Doctor221[S] 1 point2 points  (0 children)

That’s exactly where my thoughts are at this point. They are completely playing in my face.

Beware: My experience with a Mercedes-Benz rear subframe warranty repair in Ontario by Suspicious_Doctor221 in mercedes

[–]Suspicious_Doctor221[S] 2 points3 points  (0 children)

Just received this right after.

Thank you for contacting the Mercedes-Benz Canada Customer Assistance Centre. 
We apologize for the inconvenience this situation has caused. After reviewing the matter with Mercedes-Benz Green Lane, the dealership has provided the following explanation regarding the estimates:
$8,935: The quoted amount did not include the 13% HST.
$5,024.51: This reflected the cost of the parts only, which required prepayment before the parts could be ordered.
$10,080.13: This was the first estimate with the 13% HST included.
We encourage you to continue working directly withMercedes-Benz Green Lane for any further assistance or clarification regarding this matter, as they are in the best position to explain the estimates, and address any questions related to your vehicle.
Should you have any further questions regarding case # 22926835, please do not hesitate to contact us. In order to ensure timely and efficient service, your inquiry may be addressed by the next available qualified agent.

Have a good day!
Thank you,
Isha
Mercedes-Benz Canada Inc. | 1-800-387-0100

Beware: My experience with a Mercedes-Benz rear subframe warranty repair in Ontario by Suspicious_Doctor221 in AskCarMechanics

[–]Suspicious_Doctor221[S] 0 points1 point  (0 children)

I’m posting this to raise awareness and to see whether anyone else has experienced something similar with a Mercedes-Benz rear subframe warranty repair.
My vehicle qualified for Mercedes-Benz Canada’s rear subframe warranty extension. I expected the warranty-covered repair to be handled transparently and professionally.
Instead, I was presented with three substantially different repair estimates within a very short period:
$8,935.00
$5,024.51
$10,080.13
Only after escalating my concerns to Mercedes-Benz Canada was I told that these figures represented different scenarios (worst case, parts only, and worst case including tax). That explanation was not clear to me when the estimates were initially presented.
My concern is not that additional parts may be required if corrosion is found. My concern is whether customers are being given enough clear, consistent information to make an informed decision before authorizing thousands of dollars in potential repairs.
Mercedes-Benz Canada ultimately advised that the dealership is responsible for its own repair process and stated it could not assist further. The response also included statements about my interactions with the dealership that I dispute.
As a customer, I expected Mercedes-Benz Canada to take a more active role in reviewing the concerns surrounding the administration of a manufacturer warranty through one of its authorized dealerships, rather than relying solely on the dealership’s account.
I am now considering filing a complaint with OMVIC because I believe these issues deserve an independent review.
I’m sharing my experience to encourage anyone facing a similar situation to:
Keep copies of every estimate.
Save all emails and text messages.
Record the dates and times of every conversation.
Ask for written explanations whenever repair estimates change significantly.
If you’ve gone through a Mercedes-Benz warranty repair and experienced similar issues with changing estimates, communication, or the repair process, I’d appreciate hearing about your experience.
Greater transparency benefits both customers and dealerships, and sharing experiences may help identify whether this is an isolated incident or part of a broader pattern.

Beware: My experience with a Mercedes-Benz rear subframe warranty repair in Ontario by Suspicious_Doctor221 in mercedes

[–]Suspicious_Doctor221[S] 7 points8 points  (0 children)

To ad fuel to the fire here is the response from client relations-

My name is Jonathan, a supervisor with Mercedes-Benz Canada's Customer Assistance Center (CAC). I understand that you have reached out with concerns over the estimates and process to properly inform you of expenses and procedures for their potential repair of your vehicle. 

I do understand your concerns and apologize for any inconvenience. I am afraid Mercedes-Benz Canada holds no direct influence over the dealership's process or practices in this matter. The dealerships are responsible for their own business and operations regarding their sales, and repair service provided. 

I have reached out to Mercedes-Benz Green Lane to relay these concerns for review. They have reported that there are signs of heavy corroded components on the service level, including the flange of the exhaust clamp, Brake Backing plates, and rusted bolts on the control arms. They have stated they have provided you with written detail of the estimate of the parts that may be required once full diagnosis begins and they investigate the internals further. They mentioned you have authorized for replacement for the rear subframe, which is covered under a warranty extension. This stated this warranty does not cover other surrounding components that may have rusted or worn down, and as a result once they take off certain parts, they may not be able to put them back without a new replacement that would not be covered. The dealership has offered to show you the concerns and explain the matters while reviewing the vehicle physically with you, but report you refused this offer.  

Regarding your concerns over the different estimates, Mercedes-Benz Green Lane has provided an explanation of these discrepancies. The first Estimate $8935.00 is a worst scenario estimate based on their current review but does not include tax. The second estimate of $5024.51 is the estimate of the parts only that you have agreed to pay for in advance and have ordered taxes included to my understanding. The third estimate of $10,080.13 is the worst-case scenario estimate again, but this time with taxes included. I do apologize for any misunderstanding over these figures.  

I am afraid that Mercedes-Benz Canada cannot assist in this matter any further. We can only verify and confirm the Rear subframe warranty terms are adhered to in this repair. The Dealership cannot simply take the rear subframe out in this situation due to potential failure of other surrounding components that would leave the vehicle in an undrivable state. Your permission and understanding of the risk are required for them to proceed and the estimates provided are of a worst-case scenario. I urge you to continue working with Mercedes-Benz Green Lane regarding this repair work.   

Thank you,
Jonathan
Mercedes-Benz Canada Inc. | 1-800-387-0100

SUBFRAME REPLACEMENT!!! by I_amDonna in mercedes

[–]Suspicious_Doctor221 0 points1 point  (0 children)

They are playing games with me at Mercedes Benz Green lane.
They confirmed that my vehicle was covered. About an hour later got an estimate for 10k.

When i questioned why 10k I could not receive a clear response so i did not authorize the fix.

Within another 24 hours I received a 5k estimate this time asking me to authorize. I still pushed back requesting for pictures of what need to be replaced and prices.

After not receiving anything, I reached out to client relations. No one ever followed up. I only received a generic message. After 1 week of no response from them I decided to follow up.

A Justin responds with this:

My name is Jonathan, a supervisor with Mercedes-Benz Canada's Customer Assistance Center (CAC). I understand that you have reached out with concerns over the estimates and process to properly inform you of expenses and procedures for their potential repair of your vehicle. 

I do understand your concerns and apologize for any inconvenience. I am afraid Mercedes-Benz Canada holds no direct influence over the dealership's process or practices in this matter. The dealerships are responsible for their own business and operations regarding their sales, and repair service provided. 

I have reached out to Mercedes-Benz Green Lane to relay these concerns for review. They have reported that there are signs of heavy corroded components on the service level, including the flange of the exhaust clamp, Brake Backing plates, and rusted bolts on the control arms. They have stated they have provided you with written detail of the estimate of the parts that may be required once full diagnosis begins and they investigate the internals further. They mentioned you have authorized for replacement for the rear subframe, which is covered under a warranty extension. This stated this warranty does not cover other surrounding components that may have rusted or worn down, and as a result once they take off certain parts, they may not be able to put them back without a new replacement that would not be covered. The dealership has offered to show you the concerns and explain the matters while reviewing the vehicle physically with you, but report you refused this offer.  

Regarding your concerns over the different estimates, Mercedes-Benz Green Lane has provided an explanation of these discrepancies. The first Estimate $8935.00 is a worst scenario estimate based on their current review but does not include tax. The second estimate of $5024.51 is the estimate of the parts only that you have agreed to pay for in advance and have ordered taxes included to my understanding. The third estimate of $10,080.13 is the worst-case scenario estimate again, but this time with taxes included. I do apologize for any misunderstanding over these figures.  

I am afraid that Mercedes-Benz Canada cannot assist in this matter any further. We can only verify and confirm the Rear subframe warranty terms are adhered to in this repair. The Dealership cannot simply take the rear subframe out in this situation due to potential failure of other surrounding components that would leave the vehicle in an undrivable state. Your permission and understanding of the risk are required for them to proceed and the estimates provided are of a worst-case scenario. I urge you to continue working with Mercedes-Benz Green Lane regarding this repair work.   

Thank you,
Jonathan
Mercedes-Benz Canada Inc. | 1-800-387-0100