NHTSA complaint #11564308

Owner complaint summary

Attempting to get recall completed but manufacturer and dealer are non-responsive. Mercedes stated that if a failure occurs life and limb are at risk (slightly paraphrased). Mercedes says in the recall notice that the repair will take 1-6 hours. Scheduled for a Friday and the Service Advisor sent confirmation and at least one appointment confirmation. At the shop by 8am. Service Advisor immediately tells me that the repair will take two days. It is a Friday. Means they will keep the vehicle through Monday. Thought a Service Advisor whose jobs are service and advising would perhaps called and maybe suggest rescheduling for other than a Friday so we would not be short a vehicle for four days. Or maybe, as the Sales guy promised us, have a loaner for times we would be without a vehicle for extended periods. Another Service Advisor, overhearing the conversation, intervened. Seems Service Advisor Number 1 might have been incorrect, suggesting that he had limited knowledge of the vehicle he was advising about. Service Advisor Number 2 said that the issue with this model could be completed faster. So Service Advisor 1 talks to the technician in the shop and comes back and says it probably can be done in a day. Probably. Not within the 1-6 hours stated in the Mercedes recall notice. I declined. Had already been burned with same vehicle unnecessarily kept overnight before, and this was a Friday so risk was losing the vehicle for four days. Asked that he call me to reschedule when loaner was available. He agreed. He reviewed phone numbers and said he would call by end of day. No call. I contacted Mercedes and was promised dealer was diligently working to get this done and would contact me). Five weeks have passed and no call. Not sure if intentional or incompetence but unacceptable.