Gauteng buyer demands refund after R923,000 Mercedes allegedly reverses on its own

Summary: A 27-year-old Gauteng woman is seeking a refund or replacement after her brand-new Mercedes‑Benz CLA 200 reportedly malfunctioned 37 days after she took delivery, according to IOL.

New car bought for peace of mind, then failed within weeks

According to IOL, the woman purchased a brand-new Mercedes‑Benz CLA 200 four‑door coupé from Mercedes‑Benz Centurion on 28 March 2026 for at least R923,000. She told IOL she chose a new car for reliability, but the vehicle allegedly malfunctioned on 5 May 2026 during a long-distance trip from Gauteng to Mbombela.

Alleged fault and immediate consequences

According to IOL, the vehicle allegedly reversed unexpectedly while in Drive (D1). The car was towed back to Mercedes‑Benz Centurion and remains there, IOL reports.

Dispute with dealer and escalation

IOL reports the woman refused to sign the dealership’s job card and demanded either a replacement vehicle or a full refund. The dispute escalated to Mercedes‑Benz South Africa after the parties reached what the woman described to IOL as a deadlock over inspection authorisation.

Conflicting diagnoses, limited paperwork

IOL says the woman was told different explanations verbally first that the problem related to a software update, then that it was a gearbox issue but she has not received a formal inspection report despite being told of findings verbally.

IOL also saw a 28 May letter from the dealership that stated the vehicle “presented symptoms whereby it was unable to pull away from an incline after it was parked” and described the issue as software-related rather than mechanical. The letter, seen by IOL, added that a fault code was identified in the transmission control unit and that, following engagement with the technical team in Germany, the transmission control unit was recommended for replacement, the part had been invoiced in Germany and was awaiting shipment.

“The car was on a flat surface when it refused to accelerate forward, and it reversed instead,” the woman told IOL.

Consumer rights, financing and temporary transport

IOL reports the woman returned a courtesy vehicle in line with the dealership’s 10-day policy and said Mercedes‑Benz had not provided a timeline for arrival of replacement parts from Germany. She told IOL she wanted a refund or a replacement and cited the Consumer Protection Act in arguing her legal right to choose a remedy.

The purchase was partly financed. IOL reports the woman paid a R200,000 deposit and the balance was financed through Absa. She told IOL she approached the bank to try to cancel the instalment sale agreement but was unsuccessful and accused the bank of negligence.

Bank and manufacturer responses

According to IOL, Absa confirmed it received the customer’s complaint seeking cancellation and said it engaged with the Mercedes‑Benz dealer principal. Absa told IOL that the customer initially declined to sign a job card required to authorise diagnostic testing but that authorisation was eventually provided on 13 May 2026. The bank denied advising the customer that the issue had been deemed “minor” before Mercedes completed its assessment and said it would continue monitoring the matter.

IOL reports that Mercedes‑Benz South Africa confirmed it was in direct contact with the customer to understand the issues and ensure the matter is handled appropriately, but the company declined to provide further details citing POPIA and company policy.

Independent complaint lodged

According to IOL, the woman has lodged a complaint with the Motor Industry Ombudsman of South Africa (MIOSA) and is awaiting further engagement regarding the matter.

All claims in this article are reported by IOL.