Solihull After sales- Service DeptIt is a great shame that after over 35 years I will not be buying another Mercedes.The main reason is the after sales/service department has become dishonest, abysmal and extortionate.I recently changed the battery in my car. And after a few days I was getting an intermittent fault on the car which was “Stop Car, Leave engine running”. So, I had the alternator checked and it was fine. Then I noticed the clamp on the battery which connects to the positive terminal was loose. At this point there was no other warning light showing. Anyway, the clamp would not tighten, but fiddling around with this resulted in the engine waring light coming on and staying on. So, I took it the garage where I had the battery fitted, their diagnostic computer showed no faults, So I took it to another Mercedes only specialist, now this garage has serviced my car before, and their work record shows on the Mercedes database. They said they could not find a fault and it was almost certainly the battery clamp. At this point the car was working and running fine, So I wanted a second opinion, this is where the fun(not) starts. I called Mercedes Benz in Birmingham, they told me they had no availability to book in until Mid March (Which I think is really bad considering Birmingham is second city and all that). So they offered me either Solihull or Tamworth. So I booked in with Solihull. Which is a minimum 45 mins drive each way. The car was booked in for Friday 9th February, I took it in as booked at 9.30am, I added to the comments on the self service check in about the battery clamp. I got a call at 2.30pm saying they had an issue and the car had not even been looked at. I was given the choice of either picking the car up and rebooking or leave it there until Monday morning. So, they had it there for 5 hours without doing a thing. Reluctantly I agreed to leave it there until Monday, Then I received a call on the Friday evening to say that they diagnosed the fault as a faulty downstream sensor. And the cost will be £745.00 inc vat, they told me the sensor was £245 plus vat. I questioned the loose battery clamp and the chap said nothing had been picked up on that despite me logging it in their comments. During this call the chap clearly told me they would look at reducing the price. Which they never did until I raised it, and when they did reduce it, it was by a measly £25.At this point I know I was been lied too, That sensor was never faulty, ( but at that stage I can not prove otherwise) and they wanted to charge £400 plus for labour to replace sensor that is easily replaced by removing the bottom engine cover and replacing the sensor by simply pugging and unplugging.Anyway on Monday at 8.30 am morning I called to check on the progress of the car, they told me it has been repaired, Once I again I questioned work on the battery clamp. And the lady told “everything that needed to be done was done” and she could not tell me specifically if it had been done. So I went to pick up the car, Once again, I questioned if the battery clamp had been done, and I got the same answer “everything that needed to be done was done”. I pursued the question further and they told me it had not been done- This is despite me requesting this 3 times. I was told I would need to rebook again and more diagnostic etc charges would apply. I want to say Mercedes and in particular to the service manager at Solihull, you should be ashamed of your staff, they showed a genuine lack of empathy. Also they never answer the phone on the extension(if your car is on site), And this is not the first time I have been lied to by Mercedes staff(last time they told me I needed a gear box service at 60k miles, when another actual Mercedes staff member told me I did not. Plus they do not accept American Express.Kind Regards
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