Mercedes-Benz Heritage Valley

Love the car, not the dealership. Good Evening, I am emailing you because after bringing it up with multiple people at the dealership, trying to reach Mercedes Canada, my insurance Good Evening, I am emailing you because after bringing it up with multiple people at the dealership, trying to reach Mercedes Canada, my insurance company, and the auto-body shop my experience has been far less than ideal as no one has been of much help (save for Ed, though his reach is clearly limited). I believe you are the correct person for this as your were the liaison in the past between the dealership and Mercedes. I will try my best to mention everything. As you know September 23rd 2017 my wife and I purchased the 2018 GLA 45 with its manufacturers warranty, the extended warranty, and every from of additional warranty that was offered to us. On November 4th 2017 at about 10:30 a.m. with only 4300 km on the car my front left control arm snapped while I was driving into my parking lot causing me to hit a small curb. I immediately contacted the dealership and was provided with a Mercedes Road Side Assistance number to call. I called the number and the lady promptly had a tow truck within an hour towing my car to a body shop that she had organized. It was all hassle free for me. After that things started to be an uphill battle. I will number my concerns. 1. After being quoted an $8700.00 estimate by the body shop I contacted you and Ed assuming this would be through one of the many warranties associated with car. Ed's first response was that the car should have gone to him first at the dealership and he was confused as to why it didn't. So now the car had to be towed to the dealership from the body shop for him to look at it, a set back caused by the Mercedes Road-Side Assistance taking the wrong action. An inconvenience due to incompetency. 2. I was told by Ed to continue going through my insurance and that the insurance company could figure it out later. The problem with this, is I have never been in a car accident and therefore still hold my one free accident forgiveness. However for this to go through insurance I am put as at fault and I use up my accident forgiveness. Taking blame for something out of my control and losing out for it. 3. Before the car was towed to the dealership from the body shop, the body shop proceeded to order parts for the car so they would arrive on December 4th. After talking to Ed on the 4th he mentioned that once they lifted the car up they could see another part that needed replaced and once ordered would not arrive until Dec 20th. Meaning that because the body shop commonly used by the dealership and organized by Mercedes failed to take a thorough look at the car or to even lift it up to look at it, I am set back an additional minimum of 16 more days. Again an inconvenience due to incompetency. 4. Having the additional 16 day set-back means we have officially entered most peoples holidays (including mine). Not to mention the insurance money provided to me for a rental is already used up. Not only used up, I have already spent $1000 out of my own pocket to keep my rental until Dec. 12th (my estimated repaired by date), and will now have to spend even more to have a rental until Dec. 20th if not longer. I should have never had to pay for this out of my own pocket to begin with and even after informing Ed of it I still was not offered a Loaner from the dealership. Not sure if it is just an oversight but I expected to be treated much better as an existing customer. 5. Ed mentioned the car would be mechanically repaired at the dealership and then sent to the body shop for the body repairs after. If the missed part is expected to arrive until the 20th then I can safely assume the mechanical repairs wont be done by then and the body shop clearly wont have had a chance to repair the body either. Inevitably setting this whole thing back even more. That already makes it a minimum of 46 days since it was initially towed. Completely unacceptable. 6. Besides the incompetency or lack of customer concern, with only 4300 km on the car the control arm should never have broken in the first place. None of this damage should have occurred and I for one should not be the one paying for it at my own inconveniences. Had this happened 10 minutes earlier I would have been driving on the Anthony Henday and could have resulted in more serious injuries to my self. As a result, Jhoyli (my wife) has expressed her concern for how she would no longer feel safe driving it again. I don't blame her. Furthermore the lack of support we have received from Mercedes and the dealership has left us with a lack of faith in the brand and the retailer. I have been inconvenienced and ignored at every opportunity in this situation and would like it to stop and be corrected. We wanted to be loyal Mercedes owners but as it sits our peace of mind is too far damaged to continue with those plans. That's not a commitment I can logically make after being slighted at every opportunity and finding out all my warranties mean nothing. Jhoyli put it simply like this; If we had purchased a cell phone from you and this had happened, you would have provided a loaner free of charge until our new phone had arrived. For our peace of mind we would like to discuss Mercedes replacing the car altogether, or at least offering us a refund on the car and warranties so that we can move on from this distasteful experience. Could you please make this a priority and pass this on to the appropriate channels at both the dealership and Mercedes Canada and keep me well informed. Thank you, Jhoyli & Rylie Labrador-Stacey. --------That was my original email to MBHV. My wife and I purchased a 2018 GLA 45 AMG. First off, the purchasing experience was to be as expected. Manny Martinez was amazing, above and beyond. After that everyone else we spoke to did not meet our expectations. The big problem: the control arm on my front driver's side broke. On a car with merely 4300 km on it and all the extended warranty available to me. It would not have been an issue if they simply covered it by warranty. Instead the service manager advised me to go through insurance and that insurance would chase down warranty if need be. (I later found out from my insurance that this isn't the case I am simply put down as "at fault" and take full blame for the defect not to mention lose my "accident forgiveness perk"). I was pulling into my parking lot when it broke and it caused an estimated $8700.00 worth of damage to my steering assembly and other parts (estimate from the body shop they chose). I have more recently seen the bill $17861.11 in an email from MBHV, more than double the estimate. I am picking the car up today and will confirm the final amount. My wife's largest concern was that if this had happened 10 minutes earlier while I was on the Anthony Henday, I could of been fatally driven off the road. They also had 4 or 5 instances where they're decisions led to timely and financial inconveniences for my wife I. I wrote everything all up in an email and sent it to them, expecting them to do anything at all. Instead I was quickly replied to being told that "upper management' would contact me, and the service department finally provided me with a loaner car on Dec. 12 more than a month later (the control arm broke and they towed it to a body shop on Nov.4th). Since then, not a single word from anyone about my email. I have tried my contacts in the finance department, in the service department, it seems that no one at Mercedes-Benz Heritage Valley cares for the concerns of my wife and I- once proud AMG owners. Which is surprising because I was assured it had been forwarded on to upper management. Mercedes-Benz makes nice vehicles, however I fully recommend you buy and service them elsewhere. More