Poor customer care service

I AM a 69-year-old pensioner residing in the North West. On April 26, I took my car in for a service at Mercedes-Benz Lifestyle Centre Menlyn in Pretoria.

During the service, the employees scratched my car. They informed me and offered to repair it. I had to drive back to the North West with the car as I had no alternative transport that day.

On May 15, I had to drive the car back to Pretoria for it to be taken to the panel beaters of their choice. I was given a “loan car” which, I was informed, I had to insure at my own cost for the period during which it was in my possession. I was never informed of this until I had to drop my car off for repairs.

I am already covered by insurance services OUTsurance, so I called them for assistance. I was quoted R1 058.49, which was debited from my account immediately. On June 1, a further R923.71 was debited from my account. The total insurance cost was R1 982.17, exclusive of the monthly premium of my car, petrol to and from Pretoria and toll gate costs.

I have incurred so many expenses due to damages caused by Mercedes-Benz. They ought to have been liable for any expenses in relation to the repairs of my car, including insurance costs for the loan car.

I cannot afford all these unplanned expenses that were through no fault of my own. Mercedes-Benz is liable for all the costs incurred and should reimburse me, which they refuse to do.

A complaint was sent to Mercedes-Benz national office, where I was informed that they “do not interfere with policies of their branches”. This is bad treatment from Mercedes, both the branch and national office.

I am entitled to reimbursement. Kindly look into the matter. M Matjila