UPDATE:On 31/05/24 I finally got an update via Santander the financing company… NOT Mercedes Customer Services or the Dealership. My complaint relates to an undisclosed missing service for 2022…The Dearler excuse is that the Covid restriction relaxations allowed for services to be missed… these restrictions were lifted in 2021… So now I’m waiting for MB Customer Service to provide further guidance. My complaint was opened in March 2024 and this far, the Dealership has not bothered to respond to Mercedes Customer Service. This brand must be an absolute joke if the own Dealerships can ignore information request and their own complaints standards. So to anyone reading this considering buying a Mercedes… don’t bother… go somewhere else other than this shambles of a brand. The history of my complaint is below… I purchased an Approved Used Mercedes in the final days of January 2024 from Marshalls of Bolton. I purchased the vehicle through a non-Mercedes PCP, on terms which I believe were very competitive, given the vehicles Approved Used status, mileage and overall condition. I was extremely impressed with the Marshalls efforts to deliver the vehicle and complete the sale. However, a few weeks into ownership, I learnt that the vehicle did not have a full service history (something which Marshall’s must have been aware of from the earliest point of purchase). As such, the vehicle did not conform to the Mercedes Approved Used standards, which guaranteed a through history and mileage check, nor does the vehicle conform to the warranty requirements of being serviced in accordance with Mercedes Benz vehicle services standards. Both of these have serious repercussions in relation to the future value of the vechiel and as such, the associated PCP agreement. I contacted Marshalls and raised my concerns that they had failed to advise me of the vehicles condition/history. Despite assurances from the Marshalls, that they would either provide the missing service records and/or further advice, nothing has ever been provided. As such, I was forced to escalate my concern to Mercedes Benz Customers Services UK in March ’24. They too have contacted Marshall’s, but have yet to receive a full response despite acknowledging they do not have the missing service record. Having owned other premium brand vehicles, I am extremely disappointed with the Customer Service standards of Mercedes Benz and Marshalls. I am still not in receipt of any formal reply to my concerns. I would advise anyone seeking to purchase a premium vehicle, to avoid the Mercedes Benz brand. In my experience, the premium image Mercedes Benz seeks to portray is an utter illusion more closely aligned to Vauxhall in the 90’s. If you must have a Mercedes, then I would advise to avoid Marshalls of Bolton… If only due to the their non-existent approach to concerns/complaints. As for the Marshalls Mercedes dealer group, I would certainly advise a mystery shopper exercise to ensure vehicles are not being mis-sold and other people are not put at financial risk.
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