Watchdog: Dealer doubles back on Merc warranty repairs

C-Class was handed back by previous owner, then sold on with defects still in place

Opting for a used car that still has its manufacturer warranty can offer a degree of protection, but even with a full service history, getting the work covered isn’t always the easiest, as Paul Thomas from West Wickham, Kent, discovered.

Paul was in the market for a Mercedes C-Class, and he eventually settled on a 2014 C 180 AMG Sport estate from Horsepower, an independent dealer in nearby Tonbridge.

Soon after he bought the car in November 2016, Paul experienced an “odd smell of petrol” in the cabin, but a dealer investigation didn’t find anything. However, the inspection did uncover improper repairs to the car’s wiring loom.

Shortly after, the car suffered a complete electrical failure, so Paul immediately contacted Horsepower. He said: “It told me it hadn’t done any repairs or alterations to the car, and that the electrical fault must come from poor repairs made earlier.”

Paul traced the former owner who, to his surprise, told him that the car had been at Ashford Mercedes for seven repairs – resulting in her handing the car back.

“She said Mercedes Ashford told her it would repair the car once and for all, but it looks like it hadn’t when it sold it on.” Facing a hefty bill, Paul contacted Mercedes’ customer services in the hope it would pay for the repairs. After all, it was a franchised dealership that had last made the repairs, and the car was still within its warranty.

However, he was informed that Mercedes would not pay up under warranty. Paul got in touch with us and after we took the case on, Mercedes changed its tune and agreed the work should be covered free of charge. Paul confirmed he’d had a call from Mercedes stating that repairs could be done at his local dealership, Mercedes Bromley.

A Mercedes spokeswoman said: “We can confirm Mr Thomas’ car is with Mercedes Bromley, who will carry out the repairs and cover the cost.” Unfortunately, Paul has to wait 10 days for the spare parts to arrive, but has been afforded a courtesy car by Mercedes while he waits.

Paul added: “Thank you very much for your assistance with this.”

Most Popular

Electric Citroen Ami to launch in the UK next year
2022 Citroen Ami
Citroën
21 Sep 2021

Electric Citroen Ami to launch in the UK next year

New 2022 Toyota RAV4 Adventure revealed
Toyota RAV4 Adventure
Toyota RAV4
14 Sep 2021

New 2022 Toyota RAV4 Adventure revealed

Top 10 best small estates 2021
Skoda Octavia Estate
Skoda Octavia Estate
22 Sep 2021

Top 10 best small estates 2021

Tips & advice

View All
Car dashboard warning lights: the complete guide
Car dashboard symbols and meanings
Tips and advice
10 Aug 2021

Car dashboard warning lights: the complete guide

Electric car charging stations: a complete guide
Electric car charging station
Tips and advice
3 Jun 2021

Electric car charging stations: a complete guide

PCP vs HP – which type of car finance is right for you?
PCP vs HP
Tips and advice
15 Jun 2021

PCP vs HP – which type of car finance is right for you?

Average speed cameras: how do they work?
Average speed cameras: how do they work?
Tips and advice
23 Jul 2021

Average speed cameras: how do they work?

Best cars

View All
Top 10 best car interiors 2021
Peugeot 208 hatchback
Best cars
25 Jun 2021

Top 10 best car interiors 2021

Top 10 best electric cars 2021
Volkswagen ID.3
Best cars
12 Aug 2021

Top 10 best electric cars 2021

Top 10 best cheap-to-run cars 2021
Toyota Prius front 3/4 cornering
Best cars
10 Jun 2021

Top 10 best cheap-to-run cars 2021

The UK's top 10 fastest hot hatchbacks
Mercedes AMG A45 - rear
Hot hatches
25 Jun 2021

The UK's top 10 fastest hot hatchbacks