What hire car? Sadly my 21 plate broke down. However initially response from breakdown was excellent. The technician was able to diagnose the issue with my car and organise it to be collected (only after he went to the wrong address first). I was told I would need to phone back breakdown to arrange a hire car.. this is where it all started to go wrong. The department advised me they didn’t deal with Taunton cases and then would transfer me to another department.. to be left on hold for over 30 minutes on three occasions. Today I finally managed to get through to be told they had no record of the breakdown & would have expected the dealership to inform them. They investigated and I received a notification to request a hire car.. again this is where it all went wrong. It wouldn’t accept my postcode so I had to enter my parents address… I finally got a call at 1:10pm to be told it was outside their working hours and they couldn’t get a car to me until Tuesday next week… hardly helpful when I’m working and without a car.I was then told that I could go to Bristol to get a car and they’d put me in a taxi (not something I was willing to do on the M5 on a bank holiday weekend with two young kids!) I was then informed by the dealership they were unable to assist as service department was closed. On trying to pursue a delivery for Tuesday… I was met with more frustration and being told they wouldn’t pass me through security so there was nothing they could do. To say frustrated is an understatement. Shocking customer service and not up keeping with what you sign up for. Cars break down. These things happen. But the customer service has led me to rethink my time with Mercedes. So no car - which is incredibly difficult with two kids and working in a hospital. Disappointed.
Claim your business profile now and gain access to all features and respond to customer reviews.
