Review Time
I took out the service plan my car and was told at the first service it needed a new part due to wear and tear. After getting home I checked the details I was sent and found the plan included wear and tear, so I contacted the Mercedes dealer to provide them with the relevant details from the paperwork I'd received. They told me that I had not been sold that plan, the one I had been sold did not include wear and tear and Mercedes had sent me out the wrong paperwork. I rang Mercedes to check and they said the Mercedes dealer had made an error with the application and cancelled the pack they had sold me. They then told me they could not replace it with the one I had the paperwork for as only the dealer could do this. So I rang the dealer back and they said, no they couldn't provide that pack. They blamed Mercedes customer service for providing me with the wrong paperwork but said that the paperwork I would receive if I took out a new plan would probably be the same as I received in the first place. So I am left with no service pack, a service bill and a repair bill with the Mercedes dealership blaming Customer Service and Vice Versa. I would add that the dealership was asked to contact me again by Mercedes Customer Service but I guess they're too busy.
Bought an approved used GLE. Radio doesn’t work, key doesn’t work and Air-Con not cold. Local dealership said would call then that they had called to book it in but that wasn’t true. Waited weeks to get it booked in then bounced me the night before as prioritised for their own customers. First time buying Mercedes and very disappointed.
Case Number 07035504 We were in Pembrokeshire for a weekend break when our A35 developed a wheel / tyre problem. Contact was made with Mercedes Benz Customer Services ( MBCS) early morning 18 May. 5 months later they have finally agreed that compensation was due. That's the good news but what happened over that 5 months does not make for good reading. Easily over a dozen agents involved each one trying to be more dopey than the last one. Information being fed back that at worst was totally incorrect but more importantly implying that we were lying. One example - that their partner the RAC attended our car at our hotel even though the time given was 20 mins after we had left the hotel. You buy Mercedes because it is a quality brand not just with the car but by implication across everything that they touch. Expensive but for a good reason. That's where I was 5 months back. Now I have seen a completely different view. Lovely when the monies are being transferred or when expensive services are happening but the complete opposite when they are being criticised - when the microscope is on them. MBCS are just a rubbish outfit that appear to have no structure. If there has been any training then it's not been worth the money. Also get the impression that this group are not a department but physically operate freelance. Several times across the 5 months I requested a manager to make contact - that never happened. The experience has led me from going from being a MB advocate to someone who will never, ever purchase another MB and just as importantly someone who wants to pass that message on - hence this review.
Case Number 07035504 We were in Pembrokeshire for a weekend break when our A35 developed a wheel / tyre problem. Contact was made with Mercedes Benz Customer Services ( MBCS) early morning 18 May. 5 months later they have finally agreed that compensation was due. That's the good news but what happened over that 5 months does not make for good reading. Easily over a dozen agents involved each one trying to be more dopey than the last one. Information being fed back that at worst was totally incorrect but more importantly implying that we were lying. One example - that their partner the RAC attended our car at our hotel even though the time given was 20 mins after we had left the hotel. You buy Mercedes because it is a quality brand not just with the car but by implication across everything that they touch. Expensive but for a good reason. That's where I was 5 months back. Now I have seen a completely different view. Lovely when the monies are being transferred or when expensive services are happening but the complete opposite when they are being criticised - when the microscope is on them. MBCS are just a rubbish outfit that appear to have no structure. If there has been any training then it's not been worth the money. Also get the impression that this group are not a department but physically operate freelance. Several times across the 5 months I requested a manager to make contact - that never happened. The experience has led me from going from being a MB advocate to someone who will never, ever purchase another MB and just as importantly someone who wants to pass that message on - hence this review.
Mercedes Derby.Have wasted many weeks attepting to buy several parts for my E350 front bumper. We worked through most parts small grill and lower light grill but when it came to buying a small plastic cover for the front bumper the problems began.In the end I sent a picture of said plastic covers 2 in total with and explanation that it was the one on the left. Shock horror the parts Dept cant indentify what I need. Dreadful service and not the first time.
Like the previous review. I have had 4 Mercedes. Worcester and Cheltenham are also my closest dealer. Taking away pricing flexibility and installing a fixed price, take it or leave it attitude has finished my love of the brand. We buy cars on relationships. Not on how nice you are but how we can help each-other to reach a deal that delivers perceived benefits to both parties. Building trust to part with £80k relies upon quality of the dealer and it’s people.Mercedes HQ have ruined that experience and trust. After 4 brand new cars over a period of ten years l have just purchased a Lexus. Not because I love the car ( although I absolutely do) because of the people at Lexus Cheltenham who made me feel special and are now committed to keeping me as a customer for future vehicles.Suggest potential customers look elsewhere and let Mercedes know that buying a car is an emotional and very expensive purchase, it’s not a bag of sugar.
I’ve been with Mercedes for nearly 14 years every two years I buy a new Mercedes from Mercedes Liverpool. The quality is the best but the worst thing about Mercedes Liverpool is the Customer Service and reception is very very very very bad I could not put bad weird on this message otherwise I would Specially, against Asian people looks like I will be moving to bmw end of this year
This review is to express my deep dissatisfaction and frustration with the service I received at Marshall Mercedes Benz dealer Portsmouth . I recently brought my car in for a service due to an auxiliary battery malfunction and the EML light being on. Unfortunately, my experience has been extremely disappointing and has caused me significant stress and financial burden.To begin with, I was charged £192 solely for the diagnosis of the issue, despite initially informing their team that I only wanted to change the auxiliary battery. I reluctantly paid this fee, only to be informed later that further diagnosis was required, which would incur an additional charge of £290 for further diagnosis regarding EML issue. In total, I ended up paying nearly £500 for diagnosis alone.Furthermore, after the diagnosis, I was informed that there was a problem with a sensor, and I would need to pay an additional £1000 to have it replaced. Reluctantly, I agreed to the repair and collected my car after three days. However, much to my dismay, the very next day, the EML light reappeared. It is disheartening to realize that all the diagnostics and repairs for which I paid such a substantial amount were incorrect.Upon contacting Marshall dealership, I was asked to bring my car back for further assessment and repair. I obliged and left my vehicle with them for seven days. During this time, I had to rely on expensive taxi services to commute and transport my child to and from nursery. I had hoped that this prolonged period of repair would result in a permanent resolution to the issue. However, when I collected my car, I discovered that it had only undergone a DPF cleaning, a process that typically takes a few hours. I fail to understand why my car was kept for an entire week for such a straightforward procedure.Regrettably, my disappointment reached its peak when, just five minutes into driving my car home, the EML light appeared once again. This ongoing problem has caused me immense emotional conflict and distress. I find it unacceptable that after multiple attempts and considerable expenses, my car remains in an unsatisfactory condition.All this misdiagnosis and inadequate repairs made me deeply saddened and i am sorry to say i never experienced such an unprofessional bad experience from any other establishmentCar registration FH17 FDA
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