A sad tail of dishonestly, unreliability and terrible customer service.So we have a Dec 2020 EQC400 with 47k miles which started making a noise when driving. Took it to Agnews Mercedes Belfast for a service and fix in August 2025. They said bearing in one of the two electric motors had gone and motor is a sealed unit so motor needed replacing at c.£6,400. We argued that it was reasonable to expect the motor to last over 5 years and 50k miles. Seems we were wrong and it is NOT reasonable to expect a Mercedes motor to last that long. We were offered 50% of the cost as a gesture of goodwill but had to pay £3,200. This is where it gets even worse. They serviced the car (before changing the motor!) on day one. Gave us the Mercedes Roadside Assist from day 1. They then kept the car for 76 days and reduced our Roadside Assist by that amount as we didn't have the car. They charged us for goods not received in the service (second year in a row of doing that so use them with care and check everything as they simply cannot be trusted). The car came back to us with three significant scratches on it. We have been chasing them for final invoice, application of the Roadside Assistance for a full year, the decision making for not covering the full cost of the faulty motor Mercedes put in the car and also rectification of the scratches. Have been dealing with Owen in Agnews but he is blanking us despite numerous attempts to reach him. Asked for a Manager to call us but they won't do that either. Nothing good to say about Agnews Group or Mercedes at all. Steer clear of them. They are dishonest and simply have no care for their customers. The charging for goods not received is an appalling practice that is basically theft. Stay alert around them and go elsewhere if you have the option. We were tied as we wanted Main Dealer Service but it's worth nothing it turns out. Also learn a valuable lesson that if your £70k+ Mercedes doesn't even last 5 years before the motor goes then you're on your own. Just dreadful in this modern age.By way of an update I got a call off Mercedes when I posted this review. Promised a call by a Manager on Wednesday. No call. Not on Thursday either. This is their approach to proving they are reliable and can be trusted. The facts speak for themselves Agnes Mercedes of Belfast……you really are an awful company. If you treat people like this you’ll lose customers. We pay your salaries guys. Wake up and engage. You’re being very short sighted.
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