group1auto.co.uk

Steer clear of this garage

Steer clear of this garageAn awful and stressful experience dealing with Mercedes Benz of DerbyHow Mercedes are allowing these guys to operate using their name I do not know, the experience with them is shocking the staff are ride, incompetent and unprofessional I purchased a Mercedes CLA Shooting brake from them last December and still remain with issues with my vehicle dating back to thenI purchased the car online from Mercedes Benz of Derby who operate through Group 1 and upon completions the car was to be delivered to me, at the time they had an offer of £500 dealer contribution on Amy car that you purchased from my initial call I as ready to buy the car the next but then could not get hold of anyone for nearly 2 weeks to buy it( it eventually takes me a month to get the car), a sales department that don’t want to sell you a car! Had it not been for the fact it was the only diesel CLA Premium line I would have walked away as I had been dealing with Cheshire oaks who were a proper dealership and delivered great customer service they just didn’t have the car I wantedWhen i finally got hold of someone I was told the offer i initially was offered had expired and I would be offered 2 years warranty instead i wasn’t happy about this and wanted the original offer but told it was now impossible but by way of compensation id be offered a free next service and also be given the extra 2 year warranty which i acceptIm part exchanging my car and it’s agreed they will deliver the car to me and drive my old car away which they do, the CLAis delivered to me by a very disinterested employee who arrives with a coffee mug in hand and when she has driven away I realise she’s split her coffee all over the interior, the car smells of body odour and there are clear signs the car has not been valeted properly there’s dirt on the carpets in the back , seats middle console and there’s dirty grime on the control wheels on the steering wheel I don’t believe any car should be delivered to a customer like this it’s not a premium experience In then attempt to get hold of James smith( General sales manager)who I initially dealt with when I first called up and again it’s fame of cat and mouse to get hold of him over multiple weeks and numerous calls and not being called back going into February( bear in mind the car wa bought in December) when I finally get hold of James he’s very apologetic and certain terms of compensation are agreed ( but to this day are still outstanding) James can be nice enough but isn’t rarely in and doesn’t return phone calls or emailsSo imagine my surprise when the car is now due a service in 8 days and when i mention to the service team as I’m booking it in there’s no record of any free service on file, I’ve been calling James for weeks and emails no response and on Saturday 18th October I call up James again to be told after my 3rd call that day has a hospital appointment and they don’t when he is due in and have the pleasure of speaking to Reese in used car sales who decides to hang the phone up while I’m speakingIf you want good customer service, communication and an engaging experience purchasing a Mercedes Benz don’t go to this garage they don’t care and they don’t know what they’re doingI’ve read lots of the reviews and it’s a similar theme they do not call you back nobody owns an issue and I can see generic feedback from Craig Gibson who after multiple times of me being told he would call me back never has done, I escalated my issues with this garage to Mercedes Benz customer services directly and even they became exasperated with them and even they began to suggest I involve the ombudsman, which tells you everything

Date of experience: Dec 19, 2024