Escalation Process
We are dedicated to providing our customers with a best-in-class experience. The satisfaction of Mercedes-Benz owners is of primary concern to Mercedes-Benz dealers and Mercedes-Benz Canada. In the rare event that a warranty or service matter is not handled to your satisfaction, the following steps are suggested:
Step 1 – Contact your Mercedes-Benz Dealer
As a starting point, please contact your local Mercedes-Benz dealer if you are unhappy with your vehicle or the service you have received. Our Mercedes-Benz dealers are best able to address your issue and if necessary, will contact us directly on your behalf.
Step 2 – Contact Us
If after speaking with your Mercedes-Benz dealer you feel that your issue remains unresolved, you can contact our Mercedes-Benz Customer Assistance Centre team by emailing cs.can@cac.mercedes-benz.com
To help us assist you better, please include the following information:
- VIN and model of your vehicle
- Your full name
- Your best contact information (email and phone number)
- The Mercedes-Benz dealer you have been working with
- A brief description of the situation
- Details of what you would like us to do to rectify the situation
- If appropriate, please also attach copies of any relevant supporting documentation
Stage 3 – Our Response
On receiving your completed form, we will assign your request to a Customer Relations Officer who will take the lead on your case and provide you with a reference number.
- In most cases, we will need to liaise with your local Mercedes-Benz dealer.
- We may pass your feedback on to them and at our request, they may contact you.
- We aim to respond to all requests within five working days.