We purchased a 2019 Mercedes Benz A220 in June 2020 from Hertz car sales. At that time they said that the car only came with one key fob. The jacket containing the key was lost in Sept 2022. Unfortunately the car was/is inoperable without the key fob - cannot even put into neutral. We contacted Mercedes and they arranged for a tow to the nearest dealership and that they will arrange for the second key.

The dealership ordered a replacement key fob which supposedly has to come from Germany. It has been nearly three months and the key is supposedly on its way from Germany to Texas, and then will show up at the dealership at an undetermined time. The customer service is also very unhelpful (although they did arrange for the tow in a timely manner) pointing to the dealership and the dealership is telling us that the matter is beyond their control. We are getting a full runaround. Apparently the case has been escalated (case number in hand) but no updates or responses. Any thought about reaching someone at a position of authority who can help us turn an expensive paperweight into a car?

 

moved to W177 forum...

 

Try contacting the regional office that is likely listed in the owners manual or maybe try www.mbusa.com.