A customer has received a full refund for a new Mercedes Vito van purchased from LSH Auto in Stockport, after a critical fault with its automatic emergency braking system rendered the vehicle undriveable.
The £54,344 van, intended for family travel, began braking suddenly and violently without cause. The severity of the issue was confirmed when an LSH Auto engineer experienced the random braking firsthand, subsequently deeming the vehicle too dangerous for public roads.
LSH Auto, a Mercedes-Benz dealer, initially informed the customer that the van had an unresolvable software issue, estimating a six-month to one-year wait for a new system. A dispute then arose between LSH Auto and Mercedes-Benz Germany regarding responsibility for the refund. Furthermore, LSH Auto refused to release the van unless the customer signed a legal waiver absolving them and Mercedes of liability for any potential injury or damage caused by the faulty vehicle. The customer declined, leaving LSH Auto in possession of both the van and the payment.
Following an inquiry to both LSH Auto and Mercedes-Benz, the customer received a call from the Stockport dealer offering a full refund. The £54,344 was transferred to the customer’s bank account approximately two weeks later. Neither company provided specific comments on the braking fault or software issue.
Source: Daily Mail