My car has been with the garage since 8 January, and the primary reason for this excessive delay appears to be ongoing miscommunication and inconsistent information from the warranty claims department. Each time I contact the claims team, I am given a different explanation, and these explanations also differ from what is being communicated to the Mercedes garage. This lack of consistency has resulted in confusion, delays, and a complete breakdown in trust.

Initially, I was informed that the warranty claim was fully approved, with each approved item clearly listed. Approximately two weeks later, I was then told that one of the items was no longer approved, indicating that the original decision had been changed. As a result, the garage was instructed to submit a new claim.

I contacted the claims department again to confirm that the new claim had been received and was being reviewed. I was assured that it had been received and would be actioned immediately. Despite this assurance, another week has passed with no progress or update and again lack of different stores being told from different people form the claim department.

The ongoing lack of honest, clear, and consistent communication has caused me significant stress and has led me to lose trust in how this matter is being handled. Furthermore, the extended period without my vehicle is now directly affecting my work and day to day life as is causing a lot of stress, . This situation is not only disruptive but also unacceptable given the length of time my car has been off the road and I have been your customer for longer than 5 years.