Andrew Berk

We purchased the maintenance package with the purchase of our E300 in 2020. It included 3 maintenance services. We took our car to the Elston Ave Service facility for the 2 first maintenance appointments t our E300 in 2020. It included 3 maintenance services. We took our car to the Elston Ave Service facility for the 2 first maintenance appointments that we scheduled as soon as the car alerted us that they were due. During the last appt in July 2022, we were reminded we had 1 more service appointment under our maintenance package. When the car alerted us that service was due, we immediately called and scheduled an appointment for a Tuesday in March 2023. We live in the south suburbs, but continue to use the Elston Ave service facility as we had good experiences during the prior appt's. I took the morning off work, and brought my wife with me to make a "breakfast in the city day" and take advantage of the long commute. As we checked in and were greeted, the staff member mentioned, "we see you are under the maintenance package", we confirmed it was our last service under the package, we proceeded with getting a loaner and providing our insurance card, etc. And left for breakfast. While we were being seated for breakfast, about 20 minutes after leaving Mercedes-Benz service center, I received a call from them. They stated that my maintenance package was no longer going to cover the service, that the agreement was determined by mileage, which we had exceeded. We were shocked. Without having immediate access to the original contract, we didn't doubt that the contract likely had in the fine print the mention of mileage limitation as part of the 3 maintenance services, which we of course had no memory of those details. But the shocking part was that this was not brought up to me during the last service appointment in July, during the call when making the appt under the "maintenance package" and also that morning during our check-in, where we were confirmed the appointment was our final one as part of the maintenance package. We asked to have a manager available when we returned to pick up the car, as we were not paying >$760 for an oil change and brake fluid flush, which was the quote we were given over the phone. When we arrived we met with Manager Andrew. He was defensive from the beginning, he had the contract in front of him, and stated we likely should not have had the 2nd maintenance as it also exceeded the miles in between services! He accused us of not making the appointment for the service when the care alerted us that service was due, which was absolutely incorrect. When we drove the car home that day the alert still showed "8 days until maintenance is due". We tried to explain that although the contract could very well have had limitations on mileage between services, it should be something that is mentioned or reminded to the client when the appointment is made under that pre-paid service package. The manager proceeded to tell us that the contract came from "Mercedes-Benz Corporate" and there was nothing he could do and this was not on him. We made it clear that we respectfully disagreed, as he is a representative of Mercedes-Benz, so there should be a more pro-active role and better customer service in informing patrons with the maintenance service package of the limitations or expirations. This information should be provided at the very least at the end of each performed service appointment, OR when we call for a new appointment under the pre-paid maintenance package, and prior to making arrangements to drive out in the morning traffic and completely have a morning wasted. They have the contract and should ensure all is in order prior to making that appointment, especially when he is stating somehow our 2nd visit also had exceeded the contract guidelines, although I was never told such a thing and exited that service with a "remember you have 1 more service remaining!". Worst customer service we have received at what I expected would be a more professional, high end establishment, that would back up the quality expected from Mercedes-Benz. More

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