SHOCKING EXPERIENCE – EXTREMELY DISAPPOINTING CUSTOMER SERVICEMy family and I have now been without a vehicle for 35 days after being informed that our electric Mercedes may pose a serious safety risk — with the potential to catch fire.Despite numerous attempts to contact both Mercedes-Benz and Stratstone, the communication has been appalling. We have not received any personal updates, phone calls, or meaningful explanations. We are simply being told it could take 6–8 weeks for the matter to reach the ombudsman, leaving us in complete limbo.As the vehicle is leased, Mercedes has offered to cover only 75% of the repair cost, leaving us with an unexpected £1,000 bill — for a fault that, in our view, is clearly not our responsibility. The vehicle has been properly maintained and serviced throughout.More concerning is the fact that no courtesy or replacement vehicle has been offered, despite the safety risk being serious enough to warrant the car being taken off the road. As a result, we have been left unable to carry out essential daily tasks, including getting our children to school.It is incredibly disappointing that brands like Mercedes and Stratstone — who position themselves as leaders in the automotive industry — show such a lack of responsibility and customer care after the point of sale.I would strongly urge potential customers to think carefully before purchasing or leasing a Mercedes, particularly an electric model, given the safety concerns and lack of after-sales support we’ve experienced.We hope Mercedes-Benz will contact us directly to provide a proper explanation and resolution
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