RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The business response is "We always attempt to give every client the benefit of the doubt and to rectify any issues as soon as possible however in this case there is no doubt, what the customer is claiming is mechanically impossibleThe vehicle would not of been drivable if we had mad this mistakeProvide details of why you are not satisfied with this resolution."The real world fact is that I did drive the vehicle home, it was leaking oil profusely because of their defective repairI do not know why they claim this to be "mechanically impossible"It is a fact that this ocurredOnce I repaired their mistake, the vehicle no longer leaks, and is still drivable
Regards,
*** ***
On March 13, 2015 Mr. [redacted] brought his 1998 ML320 to replace a key. While it was here we replaced the Harmonic Balancer pulley per a recall campaign. The vehicle was driven out of the dealership on March 16, 2015 without any mechanical issues. On March 23, 2015 Mr. [redacted] contacted us stating that he had performed repairs himself on his vehicle which included removal of the harmonic balancer pulley. He stated that he noticed the pulley to be damaged by us when we replaced it. The vehicle was towed into the dealership on March 23, 2015. Upon arrival I inspected the damage. I found that the harmonic balancer pulley had been installed incorrectly and the crankshaft and the harmonic balancer pulley was permanently damaged. This is mechanically impossible for the pulley to be damaged to the degree that it was and be driven from the dealership for multiple days. If the pulley was broken when we had done the repairs it would cause extreme drivetrain vibration. It would also cause the crankshaft to spin inside the pulley because the pin was completely destroyed and the bolt holding the pulley to the crankshaft would not be able to torque to the proper specification. As a result of the crankshaft spinning in the pulley this would cause overheating because the water pump would not be spinning, also there would be no power steering and battery light would come on in the instrument cluster because the alternator is not being turned by the belt. Due to all of these reasons, Mr. [redacted]'s accusations are mechanically impossible. The only way the harmonic balancer pulley could be damaged would be if Mr. [redacted] installed it incorrectly himself. On March 30, 2015 Mr. [redacted] towed the vehicle from the dealership. [redacted]Mercedes Benz Master TechnicianShop Foreman at Mercedes Benz of Scottsdale
We always attempt to give every client the benefit of the doubt and to rectify any issues as soon as possible however in this case there is no doubt, what the customer is claiming is mechanically impossible. The vehicle would not of been drivable if we had mad this mistake
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The business response is "We always attempt to give every client the benefit of the doubt and to rectify any issues as soon as possible however in this case there is no doubt, what the customer is claiming is mechanically impossibleThe vehicle would not of been drivable if we had mad this mistakeProvide details of why you are not satisfied with this resolution."The real world fact is that I did drive the vehicle home, it was leaking oil profusely because of their defective repairI do not know why they claim this to be "mechanically impossible"It is a fact that this ocurredOnce I repaired their mistake, the vehicle no longer leaks, and is still drivable
Regards,
*** ***
On March 13, 2015 Mr. [redacted] brought his 1998 ML320 to replace a key. While it was here we replaced the Harmonic Balancer pulley per a recall campaign. The vehicle was driven out of the dealership on March 16, 2015 without any mechanical issues. On March 23, 2015 Mr. [redacted] contacted us stating that he had performed repairs himself on his vehicle which included removal of the harmonic balancer pulley. He stated that he noticed the pulley to be damaged by us when we replaced it. The vehicle was towed into the dealership on March 23, 2015. Upon arrival I inspected the damage. I found that the harmonic balancer pulley had been installed incorrectly and the crankshaft and the harmonic balancer pulley was permanently damaged. This is mechanically impossible for the pulley to be damaged to the degree that it was and be driven from the dealership for multiple days. If the pulley was broken when we had done the repairs it would cause extreme drivetrain vibration. It would also cause the crankshaft to spin inside the pulley because the pin was completely destroyed and the bolt holding the pulley to the crankshaft would not be able to torque to the proper specification. As a result of the crankshaft spinning in the pulley this would cause overheating because the water pump would not be spinning, also there would be no power steering and battery light would come on in the instrument cluster because the alternator is not being turned by the belt. Due to all of these reasons, Mr. [redacted]'s accusations are mechanically impossible. The only way the harmonic balancer pulley could be damaged would be if Mr. [redacted] installed it incorrectly himself. On March 30, 2015 Mr. [redacted] towed the vehicle from the dealership. [redacted]Mercedes Benz Master TechnicianShop Foreman at Mercedes Benz of Scottsdale
We always attempt to give every client the benefit of the doubt and to rectify any issues as soon as possible however in this case there is no doubt, what the customer is claiming is mechanically impossible. The vehicle would not of been drivable if we had mad this mistake