So where do I begin... i had an A class mercedes on finance and before lock down it went in for its annual service. I notified Olly the customer service representative from the plymouth branch that my passenger rear light was filling up with water. On inspection they agreed that there is water getting in and they will order the part under warranty. I thought perfect, however the UK went into lockdown and were unable to carry out the work. We had a bout of bad weather and then stupidly hot weather, I then noticed that the unit was showing stress cracks. Once lockdown was over Mercedes-Benz Plymouth contacted me to say the part was in and arranged to have it fitted under warranty.An hour after taking the car down to get the light sorted I received a call from Olly stating sorry we are unable to fix this under warranty as an outside source has cause this.(basically a polite way of saying I had caused this ) I polity said this was not the case, then Olly informed me we can still fix it but it will cost £290.wich I declined. By this point I'm fuming. on arrival of collecting the car from Mercedes-Benz Plymouth Olly proceeded to ask if im alright,(what a stupid question to ask somone)I explained the situation and he was far from helpful and i explained this was agreed before lock down and they were aware there was a fault with the unit, I asked for my settlement figure and whilst waiting 15 mins I then had a sales representative ask if I want to take a car for a test drive. I stated no! Im waiting for my settlement figure. Which I eventually got. I proceeded to make a complaint to Mercedes-Benz head office and they advised they will look into it. After waiting over a week and hearing nothing, I contacted them again myself to find out what was going on for them to state that the service department stick by what they said and were supporting the decision of the Mercedes-Benz Plymouth service department.After my experience I have found Mercedes-Benz Plymouth Absolutely useless company and lacking in customer care and failing to honor an agreed replacment part under warranty. theve not only lost me as a customer but my partner is leaving them and i am letting everyone i speak to know about the experiance not only me but my partner has had, If anyone from Plymouth has taken the time to read this avoid them like the plague no customer care or loyalty and a very dismal atmosphere. I have since moved to BMW and the service is very professional and first class best decision ive ever made. And to top it all off Mercedes-Benz still took a finance payment and if I had not noticed wouldn't of got that back. I had to chase them for a refund which took over a week to come, Never going with this company again!!!!
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