[svaraman]

I just had the second annual battery maintenance performed on my 2015 smart ED. I have Battery Assurance Plus (BAP) on my car.

According to the local smart center (Portland, OR) the BAP does NOT cover the cost of replacing the desiccant cartridge as recommended in Daimler's maintenance schedule. According to the warranty the desiccant cartridge must be replaced to keep the battery warranty in-force.

Here's a quote from my battery lease agreement (aka "BAP"): "We agree to provide you with routine maintenance as required for the Battery on an annual basis or every 10,000 miles, whichever comes first."

According to the maintenance schedule that came with my car the high-voltage battery should be checked every year or 10,000 miles using the STAR DIAGNOSIS tester. At "year 2 only" the brake fluid should be replaced (which they did). "Every 2 years or 25,000 miles" the desiccant cartridge should be replaced "with separate work order". There was no separate work order for replacing the desiccant cartridge so I'm not certain what portion of the $385 I was charged was for the desiccant cartridge.

The service advisor says that BAP only covers a "battery check" not the replacement of the desiccant cartridge. As a result, they charged me an estimated $100 to replace the cartridge. This estimate came from the service advisor.

The paperwork I received says they performed a "Sale and Care Battery Check". I had a very frustrating circular argument with the service advisor about "sale and care". As I understand it, Sale and Care is a prepaid maintenance program. I kept telling him I DO NOT HAVE "Sale and Care" I have "Battery Assurance Plus". He apparently thinks I'm and idiot and I don't know what I bought. I think he's uninformed.

I called Daimler to get their input about the policy. They weren't sure (amazing!!), but they will call me back on Monday. I would like to know what other on this forum have experienced. For those with BAP did it cover the cost of the desiccant cartridge?

Why is every interaction I have with MB-USA a exercise in frustration?

 

[Mister_smart_LA]

I just had the second annual battery maintenance performed on my 2015 smart ED. I have Battery Assurance Plus (BAP) on my car.

According to the local smart center (Portland, OR) the BAP does NOT cover the cost of replacing the desiccant cartridge as recommended in Daimler's maintenance schedule. According to the warranty the desiccant cartridge must be replaced to keep the battery warranty in-force.

Here's a quote from my battery lease agreement (aka "BAP"): "We agree to provide you with routine maintenance as required for the Battery on an annual basis or every 10,000 miles, whichever comes first."

According to the maintenance schedule that came with my car the high-voltage battery should be checked every year or 10,000 miles using the STAR DIAGNOSIS tester. At "year 2 only" the brake fluid should be replaced (which they did). "Every 2 years or 25,000 miles" the desiccant cartridge should be replaced "with separate work order". There was no separate work order for replacing the desiccant cartridge so I'm not certain what portion of the $385 I was charged was for the desiccant cartridge.

The service advisor says that BAP only covers a "battery check" not the replacement of the desiccant cartridge. As a result, they charged me an estimated $100 to replace the cartridge. This estimate came from the service advisor.

The paperwork I received says they performed a "Sale and Care Battery Check". I had a very frustrating circular argument with the service advisor about "sale and care". As I understand it, Sale and Care is a prepaid maintenance program. I kept telling him I DO NOT HAVE "Sale and Care" I have "Battery Assurance Plus". He apparently thinks I'm and idiot and I don't know what I bought. I think he's uninformed.

I called Daimler to get their input about the policy. They weren't sure (amazing!!), but they will call me back on Monday. I would like to know what other on this forum have experienced. For those with BAP did it cover the cost of the desiccant cartridge?

Why is every interaction I have with MB-USA a exercise in frustration?

The "sale and care" is a prepaid maintenance option for the car and battery. They just did the full services and when you screamed that you have "Battery Assurance Plus" at him you were basically telling him that you don't have the "sale and care." Your receipt saying "sale and care" is basically just the name describing the entire service of your car, including the battery inspection. I'm just trying to clear things up a bit for you. I don't want to get involved any further in your back and forth because I don't want to be part of that mess. Good luck.

 

[svaraman]

The "sale and care" is a prepaid maintenance option for the car and battery. They just did the full services and when you screamed that you have "Battery Assurance Plus" at him you were basically telling him that you don't have the "sale and care." Your receipt saying "sale and care" is basically just the name describing the entire service of your car, including the battery inspection. I'm just trying to clear things up a bit for you. I don't want to get involved any further in your back and forth because I don't want to be part of that mess. Good luck.

I didn't scream at anybody. The caps were for emphasis. The service writer seems to be completely and totally ignorant of BAP. The only program he knew about was "sale and care" which I don't have.

FWIW, I was never given the option of buying "sale and care" when I purchased the car in December 2014. I'm not even sure that was an option back then. However, they're the dealership that sold me the BAP. They can't even seem to find the contract. They're asking me for a copy...

Hopefully the folks that run the BAP program at MB-USA will be able to straighten this out. I hope the rumors are true that MB-USA is thinking of cancelling all of the existing BAP contracts to avoid further issues. BAP does seem to be a class-action attorney's dream come true. If one reads it literally, I am supposed to return the battery when the contract expires after 10 years.

 

[MB DNA]

BAP does seem to be a class-action attorney's dream come true. If one reads it literally, I am supposed to return the battery when the contract expires after 10 years.

As the off-lease ED's are sold at auction into regions (and non-MB dealers) where ED wasn't originally sold, there is indeed BAP confusion.

While the program prepays "the annual maintenance of the high-voltage battery for up to 10 years," there are no detailed description of exactly what that means. Is it battery cell testing only, does it include parts - who knows? My year one test was covered but not without some arm waving and phone calls by the dealer to M-B. :shrug:

Sled maintenance is separate and apart from the battery pack and is both your choice and your expense for such things as cabin filter, wipers and other consumables. A WORD OF CAUTION - my smart Center tried to hook me up with the ICE 10,000 mile service which included oil and filter, DUH?

For MBFS BAP has become a very slippery slope but hardly the grounds for a class-action suit. Those who continue to pay $80 monthly while resale's are being ignored/forgiven could become a basis? Obviously this becomes even trickier as ED nears year 7 and beyond, how do you sell a sled with an uncertain future for the next owner at year 10?

As I understand it - BAP is a 10 year certain warranty program so a 3 year old ED would have 7 years remaining as the clock does not reset. It appears that there is no definitive year 10 action but I would expect a token buyout of a few hundred dollars?

 

[SuperSmartie]

I have been to four 10k mile battery checks so far, never paid for that dessicant, never had to argue about it. They typoically want to sell me the $300+ service, which I politely decline and do myself.

But did they actually replace the cartridge when they were supposed to? Who knows! It never shows on the receipt, but I was told that was because it's included in BAP.

 

[jzchen]

Sometimes the service advisers seem to try to help one save money.

That said, seems like you are getting charged the higher price I notice happens to me when I try to correct the service adviser on what is necessary on a vehicle. A 4th year service on a Mercedes in the household almost doubled from my original estimate when I requested that transmission fluid service was necessary at that service interval.

I didn't read through in entirety the two attachments you provided, but it does seem from the lingo that both the battery check and the desiccant cartridge should be covered. That said, I bumped into a post from before where Mister_smart noted it is not included, but I can't seem to find it. "We agree to provide you with routine maintenance as required for the Battery on an annual basis or 10,000 miles, whichever comes first."

I did find out about the rear drum brake inspection procedure you were upset about in another thread, and it is actually included in the maintenance manual that you have posted, although I didn't realize for an ED it is only after so many miles:

Rear axle: Check brake lining thickness by means of visual inspection through the
inspection holes in the brake carrier plate (For the first time after 37,500 miles, then
every 2 years or 25,000 miles.)
If the brake lining thickness is almost at the wear limit, the brake lining thickness
must be measured with the brake drums removed (separate work order)

Apparently there is a "peep hole" that can be looked through once you remove a rubber cap. If the results of that are questionable, then removal of the wheel is necessary.

At $385, I do hope that they are taking care of you! My second year service on my ICE was $270.xx. It's my understanding that EVs require less service...

 

[svaraman]

For MBFS BAP has become a very slippery slope but hardly the grounds for a class-action suit.

Here's how I see it: MBFS signed a contract called Battery Assurance Plus or BAP. That contract states that they will provide routine maintenance as required for the Battery on an annual basis or every 10,000 miles, whichever comes first. Part of the annual maintenance is the replacement of the desiccant cartridge. By failing to provide this service, they're in breach of the contract. I may not be willing to take them to court for $100 but a class-action shark probably would be willing to do it.

 

[svaraman]

At $385, I do hope that they are taking care of you! My second year service on my ICE was $270.xx. It's my understanding that EVs require less service...

I think that $270 is about what I should have been charged as the service adviser said the desiccant cartridge cost about $100 including the installation.

 

[svaraman]

But did they actually replace the cartridge when they were supposed to? Who knows! It never shows on the receipt, but I was told that was because it's included in BAP.

Classic MB! FWIW, the maintenance schedule clearly states that the replacement of the desiccant cartridge should be done on a separate work order, presumably so there is a record trail.

 

[MB DNA]

I may not be willing to take them to court for $100 but a class-action shark probably would be willing to do it.

BUT generally speaking the disconnect (personal experience) is with THE smart Center.

Most Service Writers in the "intake lane" are trained to upsell a simple $40 oil change to the "milestone" $260 Gold Package which includes everything from cabin filter to key fob batteries AND they know nothing about ED nor BAP?

Ask me how I know - first service suggested for our ED included an oil and filter change???

As svaraman suggests the devil is in the details. I do believe that the proper handling of an ED in for BAP test/service is to write up the pre-paid BAP service on a work order separate and apart from the lessee paid services like brake fluid replacement.

If smartUSA cared - a simple bulletin to all the smart Centers would be a good start but "caring" (for smart owners) is apparently not in the M-B Mission Statement?

At the end of the day, Judge Judy probably wouldn't take on this Class-action suit . . .

 

[jzchen]

BUT generally speaking the disconnect (personal experience) is with THE smart Center.



Most Service Writers in the "intake lane" are trained to upsell a simple $40 oil change to the "milestone" $260 Gold Package which includes everything from cabin filter to key fob batteries AND they know nothing about ED nor BAP?



Ask me how I know - first service suggested for our ED included an oil and filter change???



As svaraman suggests the devil is in the details. I do believe that the proper handling of an ED in for BAP test/service is to write up the pre-paid BAP service on a work order separate and apart from the lessee paid services like brake fluid replacement.



If smartUSA cared - a simple bulletin to all the smart Centers would be a good start but "caring" (for smart owners) is apparently not in the M-B Mission Statement?



At the end of the day, Judge Judy probably wouldn't take on this Class-action suit . . .

Well, I'm sorry you have had bad experience with service so far.

I beg to differ on whether the SA wants to up charge you anything.

The last time I checked, the local dealer labor rate was $175/hr. No such thing as a $40 oil change, the oil and filter alone costs that much, unless they give you bulk oil. They do tend to have package discounts once in a while if you call first to inquire about how much a service cost. They just want to make you feel better that they earn more per hour than the doctors in your household! (Hence gold package)!

Ignorance may be with the employee....


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[svaraman]

BUT generally speaking the disconnect (personal experience) is with THE smart Center.

Not really. The local smart center claims to be following the directions given by Mercedes Benz Financial Services. That's why I'm on the forum asking for what other owners of ED's have experienced.

If smartUSA cared - a simple bulletin to all the smart Centers would be a good start but "caring" (for smart owners) is apparently not in the M-B Mission Statement?

This is really the crux of the matter. MBFS needs to come up with a clear and consistent policy with regard to the battery service on cars with BAP.

 

[MB DNA]

Thus my sharing a first hand "experience" - ED and BAP remains a great unknown to my local smart Center?

 

[svaraman]

Well it took about 3 phone calls to MBFS and 1 to MBUSA as well as three more conversations with the local smart center, but I finally got them to agree that the desiccant cartridge is included in the "routine maintenance" for the battery. They refunded me ~$60.50 meaning I paid $324.50 (USD) ($385 - $60.50) for the 2 year maintenance. That's just ridiculous. From here on out, I'm only getting the battery maintenance done (for free) at the dealership.

They claim the desiccant cartridge itself cost $48.50 and the installation cost $12. Daimler doesn't do anything for $12, but I'm tired of the fight. I'm claiming victory and moving on.

FWIW, the dealer claims that they were confused by the fact that I kept saying I have Battery Assurance Plus not Sale and Care. They claim BAP is the same thing as Sale and Care. I really doubt that, but that's what they said. All I know is the contract I signed says "Battery Lease Agreement" at the top not "Sale and Care".

They said the next time I just need to say I have "Sale and Care" and everything will go smoothly. We shall see...

 

[jzchen]

Well it took about 3 phone calls to MBFS and 1 to MBUSA as well as three more conversations with the local smart center, but I finally got them to agree that the desiccant cartridge is included in the "routine maintenance" for the battery. They refunded me ~$60.50 meaning I paid $324.50 (USD) ($385 - $60.50) for the 2 year maintenance. That's just ridiculous. From here on out, I'm only getting the battery maintenance done (for free) at the dealership.

They claim the desiccant cartridge itself cost $48.50 and the installation cost $12. Daimler doesn't do anything for $12, but I'm tired of the fight. I'm claiming victory and moving on.

FWIW, the dealer claims that they were confused by the fact that I kept saying I have Battery Assurance Plus not Sale and Care. They claim BAP is the same thing as Sale and Care. I really doubt that, but that's what they said. All I know is the contract I signed says "Battery Lease Agreement" at the top not "Sale and Care".

They said the next time I just need to say I have "Sale and Care" and everything will go smoothly. We shall see...

Glad you got this resolved, and that it shouldn't happen again next time! (I hope.)

"Last time I came they told me to mention I have sale and care, because I was not aware that BAP = Sale and Care."

 

[DavidPelton]

Well it took about 3 phone calls to MBFS and 1 to MBUSA as well as three more conversations with the local smart center...They said the next time I just need to say I have "Sale and Care" and everything will go smoothly. We shall see...

It has been 3.5 years, I was wondering if you have been back and what your experience has been.

I am particularly interested in what they are putting on the work orders has having been done and a rough cost of what they are charging you.

Thanks

 

[vadsoom]

They claim the desiccant cartridge itself cost $48.50 and the installation cost $12. Daimler doesn't do anything for $12, but I'm tired of the fight. I'm claiming victory and moving on.

Funny, but when MB has to provide “complimentary service,” the rates are reasonable, but if they have to bill for it, it’s $165+ an hour.

I worked for a “German engineering” company for a while. Their philosophy was that if they make their machines the most expensive, their customers (and potential customers) would have the PERCEPTION they their machines were the best. They took great care to make sure their marketing department pushed the high cost and “German Engineering” as much as possible, despite that the technology used in the machines was clunky, hard to calibrate and maintain and expensive. I’m happy I don’t work for them any more.

I think that at lead to some degree, Mercedes uses this tactic.

 

[jzchen]

Funny, but when MB has to provide “complimentary service,” the rates are reasonable, but if they have to bill for it, it’s $165+ an hour.

I worked for a “German engineering” company for a while. Their philosophy was that if they make their machines the most expensive, their customers (and potential customers) would have the PERCEPTION they their machines were the best. They took great care to make sure their marketing department pushed the high cost and “German Engineering” as much as possible, despite that the technology used in the machines was clunky, hard to calibrate and maintain and expensive. I’m happy I don’t work for them any more.

I think that at lead to some degree, Mercedes uses this tactic.

That's an unfortunate side effect of the manufacturer dealership (franchise) model. Mercedes Benz being bigger than the dealership does not allow themselves to be raped by them. The dealerships being an independent company has all the motivation to rape/pillage/plunder their prey/I mean customers.

Had a friend who worked as a Honda tech. He said he loved cash customers because the dealer allowed them more time to work on the same problem. If Honda was to pay he got less time, because they paid less for the same job...

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