If I could give 0 star I would. I have had 2 ‘2 year’ leases from Mercedes. The cars were great but the customer service was appalling. I thought I had just been unlucky with the first lease and having found a good deal and went for another lease with Mercedes finance. When I returned the second vehicle (after lease was up), I was landed with an extortionate payment for scratches and alloy damage, it was close to 2k! The damage was much less than the car I previously had returned but the charges this time has quadrupled if not more. The guy who came to check it told me Mercedes were hugely ramping up charges esp with Covid losses. I disputed the amount with Mercedes’ complaints dept, but to little avail. I also told them they had delivered the vehicle later than the lease had commenced taking initial payment despite several delays in vehicle coming to me. TheCommunication was frustrating. Anyway for various reasons I have recently had to communicate with them about the historical lease and have been passed from department to department with systems and teams not sharing communication. Incorrect advice and information and a general feeling of incompetency. It was the same at the beginning of my lease when communication about the repeated delays was very shoddy. It’s astonishing that a prestige car company like Mercedes’ is so poor at taking care of customers esp repeat customers. I spoke to Solicitors representing Mercedes who also shared they would never wish to be a customer of Mercedes’ given the tales they hear from customers who have been treated poorly. Not the solicitor firm’s fault they were only doing their job but it was clear they had experienced poor communication with Mercedes’ themselves, and leaner a lot about rubbish customer care from cases they had to deal with. They seemed genuinely sorry for what I had encountered and I could tell they had heard from a lot of Mercedes customers that they then had to take legal action against, on behalf of Mercedes, even when they knew the customer had some validity in their dispute. Mercedes are quick to escalate payment delays to litigation btw, and despite me being overseas for a time they didn’t factor this in to comms not reaching me and added even more to what they had charged me. Detailed conversations were not acknowledged or recorded that had mis led and wrongly advised me. (I would record calls in future if I were you especially if it is a point of contention and tell them you’re recording it). It has been a nightmare and I would warn you to please be careful with a car lease because when you return the vehicle you will be slapped with an unreasonable bill and they don’t give a toss what you feel or think they just want additional money from you in thousands! Insightful comments from those that work for or on their behalf. Says a lot about this money grabbing company!Absolutely shocking that they operate like this!! I have a BMW now out of principle, will never take out a contract with Mercedes again!
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