Initial Business Response /* (1000, 8, 2016/01/19) */
Contact Name and Title: [redacted] SERVICE MAN
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@MBZPS.COM
Client previous to bringing vehicle to our facility had a courtesy scan performed at the selling point that is not a repair...
facility. Client was advised by her selling point she needed a thermostat and that specific component was covered under an independent service contract she purchased from them but did need to be verified by a license repair facility. Client then contacted her service contract and verified coverage on specific component not on cost. Client contacted our service consultant and advised him of above mentioned information via email, service consultant advised client service contract would not allow us to open a claim until her vehicle was at our facility and vehicle had been diagnosed. Client brought in vehicle and we performed a complete diagnostic showing the failed component as the thermostat, upon opening a claim with her service contract company they approved component. Although client's service contract has set caps on hourly repair rates and on parts rates. That being said we contacted client immediately and advised her of difference in cost to perform the repairs at our facility, client was dissatisfied with service contract coverage and demanded we absorb the difference in cost. We explained to client this was not a Mercedes Benz dealer issue or a Mercedes Benz manufacture issue but an independent service contract issue and she should contact them if she was not satisfied with coverage or she should attempt to contact her selling point. Client demanded her vehicle, at which point vehicle was prepared for delivery and all diagnostic cost waived. No claim was submitted to her service contract and client was provided a copy of our licensed repair facility diagnosis. The client dropped of her vehicle at 8:30am at our facility and it was ready for pick up at 3:00pm.
Initial Business Response /* (1000, 8, 2016/01/19) */
Contact Name and Title: [redacted] SERVICE MAN
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@MBZPS.COM
Client previous to bringing vehicle to our facility had a courtesy scan performed at the selling point that is not a repair...
facility. Client was advised by her selling point she needed a thermostat and that specific component was covered under an independent service contract she purchased from them but did need to be verified by a license repair facility. Client then contacted her service contract and verified coverage on specific component not on cost. Client contacted our service consultant and advised him of above mentioned information via email, service consultant advised client service contract would not allow us to open a claim until her vehicle was at our facility and vehicle had been diagnosed. Client brought in vehicle and we performed a complete diagnostic showing the failed component as the thermostat, upon opening a claim with her service contract company they approved component. Although client's service contract has set caps on hourly repair rates and on parts rates. That being said we contacted client immediately and advised her of difference in cost to perform the repairs at our facility, client was dissatisfied with service contract coverage and demanded we absorb the difference in cost. We explained to client this was not a Mercedes Benz dealer issue or a Mercedes Benz manufacture issue but an independent service contract issue and she should contact them if she was not satisfied with coverage or she should attempt to contact her selling point. Client demanded her vehicle, at which point vehicle was prepared for delivery and all diagnostic cost waived. No claim was submitted to her service contract and client was provided a copy of our licensed repair facility diagnosis. The client dropped of her vehicle at 8:30am at our facility and it was ready for pick up at 3:00pm.