Jolly K

They decided to ignore me and keep my ca

My car was broken into 2 weeks ago, after calling my insurance, I contacted the Mercedes road assistance that works with the RAC to collect the car and send it to a garage because it couldn't be left on the road with the window glasses shattered. To my biggest surprise, the advisor I spoke to said that in addition to collecting the car they will arrange for the dealership to have it fixed for me free of charge. Of course I was happy with that and asked them to take the car and I cancelled my insurance claim. This incident happened on Monday 22/04/2024. On Monday 29/04/2024 I received a call from this dealer's service team telling me that they wouldn't fix the car free of charge and that I would need to pay for it, I was shocked I tried to explain what was promised to me by Mercedes RAC but they refused to listen and said that they could NEVER advise me that they could fix the car for me free of charge it's not includedin my warranty. It came to me as a shock because they were literally telling me that I was a liar. After 2 days of a horrible back and forth with them, they insisted that they never ever said that to me and that I had to pay for the repair or collect the car myself and have it repaired elsewhere because they would NOT fix it for me. The lady was so rude to me on the phone she even hung up the line on me. I raised a complaint via email but no one replied to my email. I tried to call no one got back to me. Horrible customer experience! Anyway to get myself out of this as I was tired of being ignored, I called a day later asking them if I could pay for the damages... well to my biggest surprise they refused to take my payment over the phone saying that only the person dealing with my issue could sort this out and would contact me back!! Can you imagine this? But that's it, another 2 days later, no one has contacted me back, I emailed and called everyday single day since no one is replying to my calls and emails. I am completely being ignored and they still have my car.I mean I use and need my car for work and now I am stranded. It's been 2 weeks. They decided to ignore me after a silly dispute where THEY gave me the wrong information in the first place. I work in customer service myself and I have never seen this type of treatment. I only had the car for 4 months and I bought it brand new from this dealer, I am shocked!!