This post is concerning the breakdown of our new Mercedes Sprinter 3500 /Winnebago Motor home that occurred on day 7 of a planned 90 day trip in the United States. This is the second Mercedes Sprinter 3500 chassis motor home we have owned so we are familiar with the product.
Our Case ID: 2-12401159416.
Here are the facts:
Our Case ID: 2-12401159416.
Here are the facts:
- The breakdown occurred on 2-19-2021, when we were 1750 miles from home.
- This vehicle was purchased so that we could travel and isolate safely during COVID.
- The Customer Service Reps we worked with were Julie initially, followed by Stephania from Urgently (regarding the tow) and Celia.
- Celia told me there were guidelines for reimbursement in cases like this, but she “could not find them”. She told me to “save my receipts”.
- When I called MB El Paso to inform them that our vehicle was being towed to them, they informed me that they could not look at the vehicle until 3-8-21.
- Our MB El PasoTeam was Service Consultant, Roger Gaona as well as Jose Meza, Shop Manager both knew that we were without a home, kitchen and transportation.
- There were no offers or attempts to get the job started sooner than 3-8-21.
- I talked with MB Customer Service and asked for help getting the vehicle serviced quicker. Their response was “we don’t get involved with the dealerships”.
- No other suggestions or offers were made to me regarding another dealer for quicker service.
- I did let the dealer and MB USA know that this was unacceptable to us as we had no home, transportation, or way to prepare food without our motor home.
- I asked on 3 separate occasions for a loaner vehicle from MB El Paso. I saw loaner vehicles on the lot but they would not give one to us, so we had to rent a car.
- We spent 20 nights living in hotels, eating out, and driving a rental car because no one from MB USA would help us find a solution to get the repair done faster.
- We incurred costs of approximately $4000 during this time. I have receipts for all of the expenditures.
- I have spent countless hours on the phone, and our stress, worry, and safety during COVID have a price as well.
- I had contact with “Portia” at MB USA ext 4613 in customer advocacy and she refused any reimbursement for our severe travel delay
- We are now in the vehicle and it is running well. We picked it up 3-11-2021.
Due to the nature of the mechanical failure through no fault of our own, we expect that this serious disruption and huge disappointment in the:- 1) Quality of the Mercedes Sprinter 3500 chassis
- 2) Service from MB USA Customer Service
- 3) El Paso Mercedes Benz Service and dealership
- will be remediated through a full reimbursement. This reimbursement would cover expenses we incurred for a rental car, 20 nights of hotel stays, and meals during this upsetting and stressful time while waiting for the vehicle to be properly and completely repaired by certified Mercedes Benz Technicians.