Review Time
David looked after me well, sorting out a couple of issues for me both promptly and effectively.Katie was able to sort me out with the All-In plan and was very patient in answering my queries.Overall, the customer service and aftercare has been superb.
I purchased a Mercedes CLE convertible from Mercedes-Benz of Belfast - Isaac Agnew - in July 2025. After a catalogue of issues with the vehicle - including the car leaving the road, a speeding ticket, faulty systems, and delivery of a car not matching the specification - I formally rejected the vehicle. This has been refused by Mercedes Benz’s UK (MBUK) and I have escalated the matter to the Motor Ombudsman.The issues are:1. The car did not meet my, or the dealers, expected specification due to a missing camera which meant that Augmented Reality Navigation and Traffic Light Assist were not available The dealer missed notifications from Mercedes UK that the car would not have the camera. If I had known I would not have continued with the purchase. They also told me that Traffic Light Assist was not available in the UK, which is not the case.2. Other driver assistance systems - most notably Traffic Sign Assist - are faulty which means that the car does not produce warnings when crossing red traffic lights, no-entry signs and travel on one-way roads against the flow of traffic. The recognition of, specifically, speed signage now appears to be partially working.3. Due to missing and inoperative assistance systems the car left the road, due to excess speed and failing Lane Keep Assist, damaging a rear alloy wheel on only my second day of ownership. On the same day, for the first time over 35 years of driving, I received a speeding ticket, due to the car’s inability to detect temporary speed limits.4. The dealer has had many opportunities to fix the faults but has failed despite having the car on site for a total of five weeks in three separate attempts to resolve the problem, with four additional visits to discuss the issues. Under the 2015 Consumer Rights Act they are allowed one attempt to fix problems.5. I initiated a rejection of the car as it was not to the specification agreed with the dealer. The return period was extended beyond 30 days to allow the dealer lots of time to fix the problems.Mercedes UK this week rejected my return. Laughably they say that:* The vehicle was supplied to the correct specifications as ordered.* All vehicle issues raised with MBUK have been thoroughly investigated, and no fault has been confirmed.* The assistance features on the vehicle are designed to aid the driver, who always remains in full control.This is sophistry. * The specification was not what I agreed with the dealer, who act as MBUK’s agent. It is not the buyers fault if they are not advised of any specification changes, especially as the MBUK website, and promotion brochure differ on what equipment is included. Mercedes appear to change specs due to ‘supply change’ problems on an almost daily basis.* The car’s Traffic Sign Assist is only partially functional although the precise reason for this has not been determined. That’s why MBUK argue that "no fault has been confirmed". To translate ’the car is faulty, but we don’t know why, so no fault has been confirmed’. On the day before MBUK’s refusal to accept the return I was with the dealer where an attempt to fix the remaining problems was attempted but failed. * I, of course, accept that assistance features are designed only to assist, but that does mean that they should not be functioning at all.I have taken legal advice from the Consumers’ Association who state that MBUK are in breach of the 2015 Consumer Rights Act. They are frankly amazed that MBUK have rejected the return. The matter has been formally raised through a complaint to the Motor Ombudsman. Legal advice indicates the dealer is also liable as agent for MBUK.It is worth other Mercedes buyers noting that AR navigation is a standard feature on all Premium and above trim levels. The dealer was notified in Spring 2024 that the relevant camera would not be installed for production until late in 2025 but they did not notice the change.As a result, any CLE buyer purchasing from Mercedes Belfast with all but the most basic specification will not have the features they were expecting. It is up to them whether they wish to raise the issue, but the Consumers Association argue that they are in breach of the 2015 Act.There’s some mitigation for the dealer. The dealer team are generally pleasant and helpful, although in one interaction I was told that if I continued to be ‘patronising’ then there was no point in continuing with the conversation. This was not the response I was expecting at a first meeting, when the dealer inadvertently or not, didn’t tell me of the specification change! Nonetheless courtesy cars have been provided, and the dealer has offered to pay for the speeding fine and alloy repair. They have suffered due to poor support from MBUK.I will update this review as my complaint continues.
Recently took my 4 series to Bavarian Boucher due to a number of issues, I have a fully comprehensive BMW insured warranty. I received an extensive bill for the work required and warranty claim for the suspension system was denied due to a third-party rod tie end present (from a previous owner) I bit the bullet and over £2500 lighter and not having the car for 2 weeks I got the car back with the same knocking/clunking from the front end (clearly a road test was not conducted upon completion of work) I returned the car and it was advised that a full steering rack replacement was required, once again the warranty was denied due to 'aftermarket parts'. However, BMW warranty were happy to take the money for a policy which is clearly null and void! 4 weeks later my car is still making the same noise and I'm sitting with a £4000+ bill for a new rack. The dealership has not been helpful during this time, I've constantly had to chase; from emails to phone calls and sometimes not getting a response or an inadequate one. I didn't even receive a courtesy call to say the steering rack job was denied by the warranty, once again I had to chase the answer from them whilst my car was collecting dust. The case has been escalated to BMW UK complaints and I've complained directly to the BMW/Allianz warranty, this has been my first BMW and will be my last with the stress and inconvenience experienced this month. Regardless of the fact a non-genuine BMW tie end may have been installed at some point, I fail to see how this could cause an entire rack failure and I'm waiting on an written report from the warranty team on how this caused failure (ridiculous suggestion). According to one of Bavarian Boucher's technicians that I went on a road test with the first time, I asked him what did he think it was; front struts, tie ends, control arm, steering rack etc and he said it wouldn't be the rack as failure is very rare. The strange thing is, after contacting BMW parts, a repair kit does exist for the Thyssenkrup steering racks which would suggest they are prone to malfunction/failures even with BMW parts....Unfortunately I have to wait a few weeks before I can escalate to the Ombudsman but in this case I have no choice with the abhorrent service experienced.
My recent negative experiencePrior to a booked service appointment on 17th October, I was contact by a member of your sales team enquiring if she and her colleague 9Mr Oates) could meet with me to discuss my future intentions. A meeting was arranged for 8.30. I sat in reception from c8.15 to 11.00 and no one came to speak with me. When I was completing the paperwork on my service I mentioned all of this to the service operator (Chloe Finister - she was very helpful). She obviously said something because before I left at c11.10 a young lady came to speak to me. She was apologetic but assumed I would be happy to speak with her despite the fact that she and Mr Oates had not kept the appointment they had made for 8.30. As I had other things to do I had to decline. She apologised again and said she would get Mr Oates to ring me. A month later I am still waiting for that call. Your records will show that I have been a regular customer of Bavarian. It would, however, seem that you are ambivalent whether I continue to remain as one
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