I just purchased a 2012 Mercedes benz E350 coupe in July of this year, and yesterday when I was driving, I smelled a burnt inside my car. I thought maybe there was a fire somewhere near by so I rolled down the windows, and the outside smelled fine. Then I realized the seat in the passenger side was burning. LITERALLY burned a small hole. Smoke was coming out from it, and I touched it, and it was firing hot. NOTHING was on the seat, and I do NOT smoke. I immediately took it to Mercedes Benz dealership service department. They just called me today, and told me that even though my seats do have the option of heated. it does not have the heating element under that specific burnt hole, therefore, in order to repair the damage, I have to pay out of my own pocket which is around 1200 dollar. the technicians have agreed the hole is not due to cigarettes as they can easily test for smoke ashes. (AGAIN, NO ONE smokes in my house). I asked what other possibilities could cause the hole, and the technicians/advisers could NOT come up with an answer, and they refused to repair the damage since it is NOT covered in warranty, and the hole is caused by an external source and mercedes benz is not responsible for it. I find this very ridiculous as I did not do ANYTHING to cause a burning hole. NOTHING was on the seat. the only possibility I can come up with is the sun reflection. if that is the case, then wouldn't there be a problem with the leather itself if it can EASILY catch on fire?? Moreover, who else is now willing to sit in a seat that can easily burn? luckily no one was actually sitting there or it will burn their skin. Additionally, the service department gave me the worst customer service they can offer especially under such a frustrating situation.
I do NOT and will NOT pay for 1200 dollars for this repair, as I have done NOTHING wrong. I shouldn't be paying for a mistake that I haven't done.Anyone has any suggestions/comments that can help me to resolve this frustrating issue besides escalating it to MBUSA case manager (I have already done it)? PLEASE HELP!!!
I just purchased a 2012 Mercedes benz E350 coupe in July of this year, and yesterday when I was driving, I smelled a burnt inside my car. I thought maybe there was a fire somewhere near by so I rolled down the windows, and the outside smelled fine. Then I realized the seat in the passenger side was burning. LITERALLY burned a small hole. Smoke was coming out from it, and I touched it, and it was firing hot. NOTHING was on the seat, and I do NOT smoke. I immediately took it to Mercedes Benz dealership service department. They just called me today, and told me that even though my seats do have the option of heated. it does not have the heating element under that specific burnt hole, therefore, in order to repair the damage, I have to pay out of my own pocket which is around 1200 dollar. the technicians have agreed the hole is not due to cigarettes as they can easily test for smoke ashes. (AGAIN, NO ONE smokes in my house). I asked what other possibilities could cause the hole, and the technicians/advisers could NOT come up with an answer, and they refused to repair the damage since it is NOT covered in warranty, and the hole is caused by an external source and mercedes benz is not responsible for it. I find this very ridiculous as I did not do ANYTHING to cause a burning hole. NOTHING was on the seat. the only possibility I can come up with is the sun reflection. if that is the case, then wouldn't there be a problem with the leather itself if it can EASILY catch on fire?? Moreover, who else is now willing to sit in a seat that can easily burn? luckily no one was actually sitting there or it will burn their skin. Additionally, the service department gave me the worst customer service they can offer especially under such a frustrating situation.
I do NOT and will NOT pay for 1200 dollars for this repair, as I have done NOTHING wrong. I shouldn't be paying for a mistake that I haven't done.Anyone has any suggestions/comments that can help me to resolve this frustrating issue besides escalating it to MBUSA case manager (I have already done it)? PLEASE HELP!!!
- Jean L., San Gabriel, CA, US