Car: 1998 ML320 Miles 63K
A year ago my car underwent a rountine service at Mercedez-Benz of
They told me that "down the road" I would need some work done on my
brakes (presumably pads..), but that they had "life still in them" so
they had taken no immediate action.."likely they would need action
during my next service".
By May 2003 I felt the brakes needed service, but as is standard for
MBM they could not fit my car in for 3-4 weeks. Because of my concerns
I took the car to a NON MB Garage where I stayed and watched them work
on the car. It needed NEW Rotors and Pads in the REAR. These were
purchased from MB and I watched them replaced on the car. I also had
some small jobs done around the same time including oil change etc.,
again not done by MB, but prety rountine stuff and not worth while
waiting 4 weeks for a MBM appointment.
Early December 2003 I telephoned MBM and requested an early
appointment. because of a undulating brake pedal, when braking. My
thinking was that the front brakes now needed service and while NO
warning light had come on, I requested as early an appointment as
possible because the braking issue was very unpleasant. I was told
that I could NOT be accommodated before January 5th 2004. (By the way
this is the garge where I bought the car and they have done 90% of all
service work). I was quite disappointed by the considerable delay and
their inability to inspect the brakes earlier. I expressed this quite
clearly as I attempted to gwet them to take some action earlier.
Fast forward to today, Jan 5th 2004.
I drop the car off at MBM at 8:15 a.m.
By 11:30 a.m. MBM telephone me to tell me I MUST have NEW brake pads
and Rotors on ALL 4 wheels (noting the service record of a year ago).
I tell them that the rear brakes are only about 6 months old. I am
told that maybe the garage which did the work did not use MB parts. I
tell them I inspected the parts prior to their being fitted and
watched the entire service of the rear brakes. MBM then tell me that
either the car had undergone severe braking, causing overheating and
rotor distortion, OR the front brake issue had gone on too long and
created the problems with the rear brakes.
I, of course, mention that I had strongly requested a more early
appointment to check the brakes some 4 weeks ago and MBM had declined
this. I also tell them I only went o/s of MB in May 2003 because they
could not see the call early enough and had not wanted to "risk" the
brakes any further at that time.
Of course now we go round in circles..... and I the owner will be
paying ALL the Bills no matter what went wrong.
I call up MBNA and ask their customer service people what is their
quality standard re the time taken from request to an actual service.
They tell me the dealerships are independent and decide their own
schedules. I ask why a dealership would not attempt to schedule a
"brake" appointment as early as possible when a customer strongly
requests it, because of the performance of the brakes even when no
warning light comes on?
All the satisfaction I get from MBNA is that they will "consider my
feedback along with all other feedback they recaive". i.e. no specific
What have I done?
I have authorized MBM to replace the Front Rotors and pads and NOT to
touch the rear brakes. This way I can independently check IF they
really need attention. I really hate this, but I have lost confidence
in MBM because of their unresponsiveness and have that nagging feeling
I may be getting a run around. Of course when I told MBNA I was going
this route they advised me to replace all 4 Rotors and Pads. I in turn
pointed out that if I followed their suggestion I could not check if
MBM were giving me a run around.
But the silliest thing was MBM telling me that the rear brake problem
could have been caused by my using the car for too long, with a front
brake problem (even though no warning light came on). Well IF MBM had
been decent they could have taken some time to inspect the car earlier
to see if the car was in desperate need of attention. But of course
they steadfastly refused to see the car w/o a 4 week delay.
Seems if you follow the time schedule of the MBM dealership you risk
extra expense and damage to ones car. But IF you dare go o/s of a MB
service dept they immediately tell you that improper parts were used.
Heads they win, tails I lose.
I have lost trust in MBM and MBNA.