SERVICE ISSUES, DOCUMENTATION ERRORS & NO ACCOUNTABILITY – MERCEDES-BENZ ALEXANDRA AND CYCLE & CARRIAGE
A brake issue worsened immediately after servicing at Mercedes-Benz Alexandra in Dec 2023. Despite a year of follow-ups, C&C/MB denied responsibility, provided inaccurate documentation, and refused restitution.
CASE SUMMARY
1. Brake Issue WORSENED After Servicing
29 Dec 2023:
- Sent my car in for Service A. Also reported a knocking sound on the front axle. The Service Advisor attributed the knocking sounds to the brakes, necessitating brake disc & pad replacement (SGD 2,400).
- After servicing, the knocking/clunking noise became more pronounced.
- Reported it immediately but was told to "monitor" rather than receiving a proper fix.
- A courtesy car was requested to facilitate further checks but was never provided. Repeated follow-ups were ignored for months.
13 Nov 2024:
- After nearly a year of inaction, they finally inspected the issue — and blamed the rims, despite the fact that the rims were changed after the brake noise started.
2. Documentation Errors & MISREPRESENTATION
29 Dec 2023:
- On suspicion of potential misrepresentation of facts, checked and found the Service report dated 29 Dec 2023 falsely stated the rims were "non-MB", even though they were original Mercedes-Benz rims (Part No. 1774010600).
8 Nov 2024:
- This was when the rims were actually changed — nearly a year after the inaccurate service report.
- Receipts, photos + metadata confirm the original rims remained unchanged from 29 Dec 2023 to 8 Nov 2024.
- A Mercedes-Benz service advisor also confirmed that the original rims and suspension were still in place when the noise first started.
3. Generic Responses, NO RESOLUTION
18 Dec 2024:
- Raised the issue again in person —dismissed with generic responses.
21 Dec 2024:
- Sent the car in again. No conclusive findings. They shifted blame to rims and suspension, despite clear evidence that the issue started when all parts were still original.
20 Jan 2025:
- Sent a formal complaint, requesting:
- A refund of SGD 2,400, as I was charged for a brake replacement that failed to fix the issue and instead worsened the condition.
- A refund of SGD 1,033 in unused service credits, as the car would need to be repaired elsewhere.
6 Feb 2025:
Cycle & Carriage refused restitution, despite the issue being directly linked to their servicing.
Their response:
"After careful consideration, we regret to inform you that we are unable to accede to your request."
Key TAKEAWAYS for Consumers
This experience raises serious concerns about:
❌Service reliability – A brake issue worsened immediately after servicing, yet no proper resolution was provided.
❌ Documentation accuracy – Service records contained incorrect information about my car’s rims.
❌ Customer resolution process – A year of follow-ups led to delays, blame-shifting, and refusal of restitution. No refund was offered, nor was there any attempt to properly diagnose the issue, leaving consumers to resolve it on their own.
ESCALATION & PUBLIC AWARENESS
This matter will be escalated through consumer protection channels and shared across major automotive platforms locally & internationally. Consumers should be fully informed about the risks of servicing their vehicles with Mercedes-Benz Alexandra & Cycle & Carriage.