Review Time
Absolutely the worst customer experience for any product, anywhere, in my entire life. Went to my local dealer in SW London 2 months ago. Receptionist took my name and details, said a salesperson would be with me shortly. 45 minutes later I said I had to leave. Was told that sales would call me later that day. Nothing. Registered online, configured a car, requested a call-back. Nothing. I called the dealer and was told that all the sales people were busy but that I would be called within the day. Received a “how was your experience?” email. Gave my feedback and received the “we’ll pass your feedback to the dealer and arrange for them to contact you’’ response. Still nothing. Final attempt was to book a test drive online. Booked the slot and received the message that I would be contacted to confirm the booking. Nothing. Rang another dealer and was able to speak to a salesperson on the phone. I requested a quote for two options I had configured. 2 days later I got an email from another salesperson trying to sell me a secondhand car. Replied to him that I didn’t want a secondhand vehicle as it makes no sense on PCP, and to quote for the configurations I had requested. Heard nothing for a week and called the salesman. He said my email must have gone to the spam folder. Promised I would have the quotes within 2 days. That was 10 days ago, and no response. Website is a complete mess and no interest in serving potential customers. No wonder sales have fallen off a cliff. I’ve taken my new car purchase elsewhere.
I would never ever buy a Mercedes Benz ever again and people need to see and understand they are not the luxurious, professional and reliable company they brand and sell themselves as. My home was burgled last week and all my home and car keys stole. Fortunately enough my cars weren’t taken. As if this wasn’t bad enough luck, I’ve just been informed by Mercedes that it’s going to take over two and a half months to get a replacement key from Germany for my Mercedes ml. 2 and a half months of not being able to use my car or travel to work for no fault of my own and Mercedes Benz couldn’t care less.
There once was a 'Mercedes of Basingstoke',Who's aftercare service is quite the joke, For buying a used car hasn't been smooth,The word I dispute is the one saying 'Approved'.A **MESSAGE OF WARNING** to customer folk,If buying a used car make sure it's not broke,Don't trust Mercedes, you should be cautious,Take AA inspector to check it for us.For if you drive off and something is wrong, Even blinking obvious, they'll say it wasn't them,Extra insurances you buy with the car,Become invalid if the vehicle's under par.Only 2 years old I thought it'd be ok,'Used and Approved' is just a cliche,Mercedes walked away when they should have put it right,Be warned fellow customers, their absolute utter............Rubbish
I would never ever buy a Mercedes Benz ever again and people need to see and understand they are not the luxurious, professional and reliable company they brand and sell themselves as. My home was burgled last week and all my home and car keys stole. Fortunately enough my cars weren’t taken. As if this wasn’t bad enough luck, I’ve just been informed by Mercedes that it’s going to take over two and a half months to get a replacement key from Germany for my Mercedes ml. 2 and a half months of not being able to use my car or travel to work for no fault of my own and Mercedes Benz couldn’t care less.
There once was a 'Mercedes of Basingstoke',Who's aftercare service is quite the joke, For buying a used car hasn't been smooth,The word I dispute is the one saying 'Approved'.A **MESSAGE OF WARNING** to customer folk,If buying a used car make sure it's not broke,Don't trust Mercedes, you should be cautious,Take AA inspector to check it for us.For if you drive off and something is wrong, Even blinking obvious, they'll say it wasn't them,Extra insurances you buy with the car,Become invalid if the vehicle's under par.Only 2 years old I thought it'd be ok,'Used and Approved' is just a cliche,Mercedes walked away when they should have put it right,Be warned fellow customers, their absolute utter............Rubbish
Dear Mercedes-Benz Customer Service,I am writing to express my frustration and disappointment regarding the service of my Mercedes-Benz CLA, which I purchased in October 2023. When I contacted your service department in October or November 2023 to inquire about servicing the vehicle, I was informed that a service was not required for another year. Based on this advice, I did not pursue a service at that time, trusting the guidance provided by your team.However, now that a year has passed, I recently contacted your service department to arrange the scheduled service under my service plan. To my surprise, I was informed that I had missed a service that should have been conducted in February 2024. As a result, I am now being told that I need to pay for certain parts, which is both unexpected and unjust, considering I followed the advice given by your staff, and that the car was serviced in October when I brought it.I am deeply concerned about this situation for the following reasons:1. Miscommunication: I was explicitly told by your team that the next service was not due for a year. Had I been correctly informed, I would have ensured the service was completed on time.2. Service Plan: I have a service plan in place that I expect to cover necessary services and parts. Being asked to pay additional costs due to an oversight that was not communicated to me is unacceptable.3. Customer Experience: This experience has significantly impacted my confidence in the service provided by Mercedes-Benz. I expected a higher standard of communication and customer care from a brand with such a strong reputation.Given the circumstances, I kindly request that you honour the service plan I have without charging me for the additional parts, as the missed service was a direct result of the guidance provided by your staff. I believe this is a fair resolution, considering the situation was out of my control.I look forward to your prompt response and resolution of this matter. Thank you for your attention to this issue.Yours sincerely,Reece CapembaRF70CUO CLA premium plus 2021
Leased a new EQC and after around 900 miles the high voltage battery failed. I rejected the vehicle as it failed in week 3 and it took 3 months to resolve. Horrible build quality that fails, shocking dealer service and awful central disservice. Never, EVER will I touch another MB product. Son in law has a nearly new CLA and the sunroof has failed. My brother had an EQC that he rejected after lots of faults and failures.
Avoid at all costs ! I’ve been taking my car to Mercedes main dealer for years now and will never take my car there again ! (Slough branch) ! Took my car with a slight knocking noise to be repaired 4 thousand pounds later and still not repaired !! It’s actually worse And while they had it (4 weeks) one of the mechanics kept taking it home to test it ! They used up a full tank of fuel , warped my front discs and spilt some sort of break fluid or something over my front drivers wheel which has destroyed the finish of my freshly refurbished wheels !! When I complained they just denied it all ! Got told if I want the car repaired again that’s another 4 thousand pounds ?? The repairs they did do I also had to take back 4 times to actually fix it ! STAY AWAY they are usless and rude
Totally useless people that haven’t a clue about cars. They frequently misgender me and today the lady denied doing it, but I recorded the call, so she is also a liar. Hardly the best way to win future business. I’ve had mostly new cars since 2015, but not any more. My next car will be with a brand that values their customers, which Mercedes clearly don’t!
Disgraceful service received from Marshall Mercedes-Benz Southampton. Sprinter went in for x5 recalls. No updates or timescale received. Had to chase up. Only x4 recalls sorted and x1 required customer written consent but couldn't establish what the x1 outstanding recall was and no-one contacted us to explain and/or ask for written consent to proceed. Customer service manager and workshop manager wouldn't respond. Collected vehicle in frustration without resolve. Complained to head office who have also now gone silent. Now reported to Trading Standards. Two months later still nothing from Mercedes.
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