Z's Performance and Repair

Heather, thank you for letting us work on your 2009 Mercedes ML350. Unfortunately German cars can require specialized software & we wanted to be upfront about that from the moment your vehicle was dropped off and the first hour of diagnostic work was approved. Based upon our baseline testing & inspection we found the auxiliary battery to be faulty without any other obvious causes for these communication style errors. Multiple staff members on our team spoke with you about being unable to safely move the vehicle without damaging it until the battery was replaced due to lack of communication with the shifter. We received your verbal approval multiple times for the $434 invoice including the battery and additional diagnostic time in order to safely move the vehicle into our facilityand continue testing. We ordered the battery before our holiday break and had it installed within the first few days of the new year. Upon replacement of the battery we found the vehicle shifter & module to still be unresponsive 7 unprogrammable thus not allowing us to move the vehicle due to the factory design without risking additional damage to it. At this point in the repair we spoke with you about how due to the circumstances with your vehicle having intermittent issues & having visited multiple shops before us we would recommend you take your vehicle to the dealer where they have all the specialty software capable of diagnosing in depth communication issues like this. This would enable your vehicle to be back in service as fast as possible. During this phone call you informed us how you would prefer not to take your vehicle to the dealer. The vehicle then proceeded to sit on our lot for another few days before we spoke with you again. You informed us that you were getting towing figured out for getting the vehicle to the dealer & at this point you expressed your frustration about receiving a service charge without any change to your vehicle's condition Our staff then walked you through every step of the repair and diagnostic process and informed you that because of the holiday delay we were willing to cover some of the costs. Thank you for the feedback on our facility and we wish you the best of luck on getting your ML350 repaired.