Extended warranty is a scam
If you are considering purchasing a dealership extended warranty administered by Presidian (Davantage), I strongly recommend you understand exactly how the claims process works before signing.
I purchased what I believed would provide peace of mind for my Mercedes-Benz GLS63. Instead, it has become one of the most stressful and frustrating consumer experiences my family has ever faced.
When my vehicle developed significant engine problems, Mercedes-Benz Canberra diagnosed the engine as requiring replacement. Rather than authorising the recommended engine replacement, Presidian authorised an alternative repair strategy through another repairer.
Over the next 18 months, my vehicle underwent two major engine rebuilds. Despite these extensive repairs, the underlying issues were never resolved.
One thing I did not appreciate when purchasing the extended warranty was that, although it was sold through the dealership, the claim would ultimately be managed by the warranty administrator. In my experience:
I was required to organise repeated and extensive diagnostic work before claims would progress.
The repair strategy was determined by the warranty administrator, not by me.
I had no ability to choose who repaired my vehicle.
The original recommendation from Mercedes-Benz Canberra to replace the engine was not followed.
Unfortunately, the situation only became worse.
When the vehicle was returned after months in the repairer's possession, it had sustained additional damage that had never been disclosed to me. The damage appeared to have been polished rather than openly acknowledged, and the interior had also suffered significant rodent damage while the vehicle was in the repairer's care.
Following the second engine rebuild, Presidian requested that I obtain yet another independent diagnosis from Mercedes-Benz Canberra.
That inspection identified:
Multiple coolant leaks.
Multiple engine oil leaks.
Active Curve System hydraulic faults.
Approximately $10,000 worth of additional repairs immediately after the vehicle had been returned following its second engine rebuild.
Mercedes-Benz Canberra ultimately advised that the vehicle was unsafe to drive and recommended that it not be driven. I had no option but to have the vehicle towed home.
The most disappointing part has been what happened next.
I notified Presidian of Mercedes-Benz Canberra's findings and advised that, after two major engine rebuilds, the vehicle had again been found with significant oil and coolant leaks and declared unsafe to drive. I also advised that my family was once again left without the use of our vehicle.
Despite the seriousness of the situation, I received no acknowledgement of my correspondence, no phone call and no proposed solution.
After approximately 18 months, repeated diagnostics, interstate transport, two major engine rebuilds, significant time without the use of our family vehicle and countless hours trying to resolve this matter, we were left with no option but to engage solicitors, formally reject the vehicle under the Australian Consumer Law, and lodge complaints with the relevant consumer authorities.
In my experience, the extended warranty did not provide the protection or peace of mind that I believed I was purchasing. Instead of resolving the underlying issue, it resulted in repeated repairs that ultimately left us with a vehicle that Mercedes-Benz Canberra deemed unsafe to drive.
We purchased what should have been a premium family vehicle for approximately $120,000. Today, it is an undriveable vehicle sitting in our driveway while we pursue legal action in an effort to recover our losses.
Based on my experience, I cannot recommend a warranty administered by Presidian (Davantage). I hope no other customer has to endure what my family has experienced.
