Vehicle Return Standards - Mercedes
Contents
1. as A NS x X X i x S S K SN T m e Mercedes Benz When it s time to return your Mercedes Benz We hope your journey has been an enjoyable one Now is the time to start thinking about the return of your Mercedes Benz This booklet is designed to help prevent any avoidable charges you may be faced with as it outlines our Vehicle Return Standards and what we consider acceptable and unacceptable damage When it is time to return your Mercedes Benz it will be given a full inspection to determine its condition based on the points inside this brochure However you can carry out your own checks first Visual examples of our Vehicle Return Standards can be found in our Existing Finance Customer section at mercedes benzfinance co uk We re here for you To arrange for the collection of your vehicle discuss any queries regarding the vehicle return standards or for vehicle document enquiries please call the Vehicle Returns Team on 0370 847 0700 Lines open Monday to Friday 8 30am 5 00pm Calls may be recorded For all other end of finance agreement enquiries please call the First Class Finish Team on 0370 847 0700 Lines open Monday to Friday 8 00am 6 00pm Saturday 9 00am 5 00pm Calls may be recorded Your Mercedes Benz finance journey All you need to know Mercedes Benz Vehicle Return Standards The following pages are designed to help prevent any avoi2. dable charges you may be faced with They outline our Vehicle Return Standards and what we consider acceptable and unacceptable damage Visual examples of our Vehicle Return Standards can be found in our Items marked as Not Acceptable on the following pages may result Existing Customer Section at mercedes benzfinance co uk in a charge Mercedes Benz Vehicle Return Checklist The items below will need to be returned along with your Mercedes Benz please check the list to ensure you have all the items ready for return Items to be returned with your Mercedes Benz V5C log book Spare Keys Transmitter and codes Alarm system Locking wheel nuts Handbook Complete Service Manual MOT certificate if applicable Wheel Key If you have a cherished number plate please ensure you put this on retention at least 10 weeks before your vehicle is returned as you will be unable to retain the plate once the vehicle is returned Your Mercedes Benz finance journey All you need to know Fair Wear amp lear These images show examples of unacceptable damage Body and Paint There will be no charge for light A Acceptable damage The most severe dents will be e Minor body dents typically those repaired as cost effectively as possible caused by door to door contact but damage that has penetrated the provided that base coat will be charged Any vehicle a they are less than 13mm 17 2 wraps or livery will need
3. le window etchings All lamps must be operational holes or cracks in the glass or plastic covers of lamp units are not acceptable Interior The interior of your Mercedes Benz must be in a good condition for the age and mileage of the vehicle J Acceptable e Normal wear and tear to carpets trim upholstery etc e Seat cover trim repairs to a high standard Texture repairs or colour matching plugs resulting from the removal of telephone accessory equipment x Not Acceptable e Burns to trim seat covers headlining and floor coverings requiring repair e Stains or discolouration of a permanent nature e ears cuts rips and holes through seat covers headlining and floor covering e Broken or damaged interior mouldings trim pads instrument panel sun visor or headlining etc e Holes resulting from the removal of telephone accessory equipment Telephone fitting kits should be left in situ wherever possible e Any extended warranty items Underside Our engineers will check the underside of the vehicle for any impact damage A Acceptable e Minor dents and deformation such as stone damage as long as they have not caused major corrosion Any suspected impact damage should be investigated and dealt with professionally by a Mercedes Benz Retailer x Not Acceptable e Significant damage or distortion to chassis components Your Mercedes Benz finance journey All you need to know These images show e
4. ly explore the situation in line with their Code of Practice You can contact them at Finance and Leasing Association Imperial House 15 19 Kingsway London WC2B 6UN If your complaint is regarding Vehicle Return Standards you should instead contact the BVRLA British Vehicle Rental and Leasing Association at British Vehicle Rental and Leasing Association River Lodge Badminton Court Amersham HP7 ODD Stage 4 Independent review If we have not provided you with our final response within eight weeks of the date you first complained or if you are not satisfied with the outcome you can refer your complaint to the Financial Ombudsman Scheme for an independent review at Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR Mercedes Benz Finance Telephone 0370 840 5000 www mercedes benzfinance co uk Mercedes Benz UK Limited is a company registered in England and Wales with company number 2448457 and has its registered office address at Tongwell Milton Keynes MK15 8BA Mercedes Benz Finance is a trading name of Mercedes Benz Financial Services UK Limited Registered in England and Wales 2472364 A Daimler Company Tongwell Milton Keynes MK 15 8BA In respect of regulated consumer credit activity Mercedes Benz Financial Services UK Limited is authorised and regulated by the Financial Conduct Authority Mercedes Benz Financial Services UK Limited is a member of the Finance and Leasing Association and supp
5. orts their Code of Practice which protects you as a customer A copy of the Code and its accompanying complaints procedure is available from us free of charge on request This brochure provides only an outline of the benefits of cover available and does not constitute full terms and conditions Though accurate and up to date at the time of going to press 02 2015 details may change without prior notice Mercedes Benz Financial Services UK Limited is committed to reducing paper waste C recycle 55 recycled When you have finished with This publication is printed this publication please recycle it on 55 recycled paper MIX P li dep a respon sources ASSOCIATE wwwfscog FSC C004585 MEMBER f Mercedes Benz is a registered trademark of Daimler AG Stuttgart Germany MB VRS 02 15
6. r panel Under body damage affecting the structural integrity of your Mercedes Benz or warranty Damaged aerials Drilled holes for telephone aerial fittings where the aerial has been removed Any missing caps or covers on the bodywork Bumpers and Body Mouldings A Acceptable Scuff marks up to 50mm 2 which do not adversely affect the overall appearance of your Mercedes Benz x Not Acceptable Discoloured loose cracked distorted gouged or split bumpers and mouldings that require replacement plastic welding or painting Dented bumpers and or any dents penetrating through to the base material where painted Repairs not conforming to original finish and specification Your Mercedes Benz finance journey All you need to know These images show examples of unacceptable damage These images show examples of unacceptable damage Glass A Acceptable Chips on windscreen which are less than 5mm providing they do not obscure the driver s line of vision to a maximum of two per windscreen Headlamp lenses with minor chips which do not detract from the overall appearance of your Mercedes Benz or affect the efficiency of the lamp Light scratches around periphery of the windscreen X Not Acceptable ocratches and cracks in glass or stone chips with signs of cracking will need to be repaired Cracks or damage to the windscreen within the driver s line of sight Chips greater than 5mm Incompatib
7. t of scuffing to the door and luggage area treads and sills x Not Acceptable e Damaged paintwork down to bare metal and aperture seals that are torn Rubber Seals A Acceptable Normal wear resulting in a minimal amount of minor damage and splits to rubber door and other seals x Not Acceptable e Evidence of neglect or abuse If a seal becomes displaced it should be refitted immediately to avoid it becoming trapped or torn These images show examples of unacceptable damage Your Mercedes Benz finance journey All you need to know 11 How to make a complaint Your views are important to us If our service hasn t lived up to your expectations we want to know Stage 1 Contact us If you have reason to complain you can contact us by calling 0370 847 0700 emailing customerservices mbfs daimler com or writing to us at Mercedes Benz Finance Tongwell Milton Keynes MK15 8BA We ll provide written acknowledgement of your complaint within five working days Stage 2 Our response Four weeks after receiving your complaint we ll write to you with the outcome of our investigation If we need to carry out further investigations we ll inform you of any delay with an estimated completion date Stage 3 What to do if you re not satisfied If the matter is not resolved to your satisfaction you may refer your complaint to the Finance and Leasing Association Complaints Handling Team They will independent
8. to be removed in diameter maximum one and the vehicle returned to its original dent per panel to maximum factory colour of two dents per vehicle for vehicles up to two years old and four dents for vehicles over two years b if more than two or four dents exist the most severe should be repaired Light surface scratches not through the top coat which can be removed by polishing touch up Any chipping of paintwork that can be attributed to normal usage e g chips caused by stones flying off public road surfaces provided that they do not penetrate the vehicle base coat nor show signs of corrosion Previous repair up to an acceptable standard x Not Acceptable Any excessive chipping of paintwork arising from non public road use e g gravel drives industrial sites or private roads Any chipping and scratching of paintwork that has penetrated the base coat and or has caused corrosion of any kind which cannot be polished out Dents on swage lines or folder edges Dents on high profile panels i e bonnets wheel arches etc Industrial chemical fall out or other forms of contamination Body panel misalignment not consistent with manufacturer s finish Previous body repairs and paint rectification if there is evidence of poor colour match ripples preparation marks visible overspray masking lines or excess dirt in paint Excess paint chips which detract from the overall appearance of the Mercedes Benz o
9. xamples of unacceptable damage Wheels and Tyres Your Mercedes Benz must conform to the original specification of the vehicle It must have matching tyres of a size and premium brand approved by the manufacturer on each axle for example Pirelli or Bridgestone A Acceptable Scuffed sidewalls which can be cleaned e Minor scuffing or damage under 25mm to the vehicle alloy or steel rim edge or wheel face Minimum remaining tread of 1 6mm across 75 of the tyre in line with current legislation MOT These images show examples of unacceptable damage X Not Acceptable Tyres showing uneven wear indicating steering damage i e tyre tread feathering Remoulds and other substandard tyres Any gouge crack cut torn or plugged tyre side wall Less than 1 6mm tread depth across 75 of the tyre including spare Cracked or distorted wheel trims Scuff chips and scratches exceeding 25mm Tyres with excessive wear not matching age or mileage of your Mercedes Benz Oil Leaks A Acceptable e Some minor oil misting or dampness around seals or gaskets providing oil drips are not present X Not Acceptable Any serious oil leakage which should be rectified at the earliest opportunity Luggage Area A Acceptable e Light soiling from normal use x Not Acceptable e Torn rubber aperture seals and paint scratched down to the bare metal Door Aperture Tread Area A Acceptable Aminor amoun
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