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I bought an approved car without a service record in 2023, which was revealed during a service this year. It also has hidden defects dating back to 2022, as traced from the MOT record from the DVLA. I lodged a complaint two months ago but have not received a formal reply.
I bought an approved car without a service record in 2023, which was revealed during a service this year. It also has hidden defects dating back to 2022, as traced from the MOT record from the DVLA. I lodged a complaint two months ago but have not received a formal reply.
Outstanding service from Kieran at Mercedes-Benz of Hamilton. I walked into the dealership on the Saturday and by the following Thursday I had my new car and my old car traded in. When I picked my new car up Kieran took the time to explain all the car’s new features that I may otherwise not have know existed.Brilliant experience Kieran (and delighted with the car). Cheers mate.
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.
Hi Mercedes Benz Croydon,I would like to officially log a complaint regarding the poor level of service I received last week. My Mercedes V-Class suddenly stopped and decided to go into limp mode, therefore I had to call breakdown to recover my vehicle and take it to your Croydon branch. I booked an appointment with them to have the vehicle checked and diagnosed if possible. The following day i received a call from a gentlemen called Ryan explaining that an aftermarket mileage blocker was fitted to the back of my steering wheel. Which made absolutely no sense to me because I wouldn't know how to access the back of any steering wheel to fit a blocker. I explained that the vehicle was purchased a while ago, so i needed some assistance in rectifying the problem. I was told by Ryan, that your service department refused to work on my vehicle and i should arrange a tow truck to collect the vehicle and recover it elsewhere. What infuriated me more was he still had the decency to ask me to pay the investigation fee. I will be escalating this matter to my solicitors and the Motor Ombudsman.
I purchased a local used Mercedes GLE from the dealership at Weston-Super-Mare in June 2022.I cannot fault the salesman or the young ladies on reception. However, I can find fault with the vehicle and the way the service team has handled this problematic car. I was overjoyed when I purchased my new vehicle which had only covered 4949 miles. I chose the lovely blue, it had very low miles and had everything I wanted inside the car.At the time of purchase I didn’t ask to see any of the cars history.When the vehicle was taken out for a test drive, the boot of the vehicle was covered in dog hair and the rear drivers seat was damaged and blemished.Why wasn’t this addressed before going onto the forecourt for sale… I had to book this in at a later date to get a new seat fitted. They cleaned the car before the handover of the dog hair which was nice of the dealership.I would suggest anyone purchasing a used vehicle from this dealership request the service history of the car before making the purchase as it may save you time, money and hassle in the future. Numerous electrical faults are listed in the history with the vehicle. Alarm siren. Parking light function. ESP control unit. Traction System Control. Multifunction Camera and now the Augmented camera. I first noticed a problem when parked up for the night in London. The following morning when i went back to the car, the boot was fully open.. I booked it in with the service department at Weston-Super-Mare to get it looked at, fortunately for me it was under warranty. At this point, i thought that it maybe just a one off…Then other electrical problems started to go wrong with the vehicle. Not long after my purchase and with the car only covering 6598, I had an electrical fault with the multifunction camera. Months later, outside of the warranty and the car covering 21K the lens hood of the multifunction camera overheated so i had to part pay for a new multifunction camera.I mention that I had to part pay as by the time the lens had overheated it was just outside of its warranty. The other costs were met by mbuk.Then other problems occurred with the battery light coming on in the vehicle. It went back to Weston for this to be checked. They reset it on their computer.They go on to say that we will need to run a diagnostics on the vehicle which is charged at £178 per hour to check the electrics. Or we don’t do the diagnostics and go ahead to fit a new Augmented camera costing me in excess of £800. 19/12/23 - An A service was carried out - slight play on the steering rack mileage @ 20K They would keep an eye out on this at the next service and would mean the removal of the steering rack, which is a major and costly job no doubt.The service team and i quote “these things happen”…. As of the end of April 2024, we are not spending anymore money on this vehicle and have handed it back to the dealership.Oh, I forgot to mention… a number of years ago, I purchased an E class from the dealership and the people who were working on my vehicle at that time didn’t put enough oil in my vehicle…! They switched the engine on and… the car needed a new engine. The engine seized.To end… Purchase of a mercedes at this dealership or any Mercedes car and 3rd time lucky…. I’ll pass.
Took a company vehicle to Motus Mercedes Norwich for urgent repair, had a price quoted and agreed. Two hours later the door still wouldn't lock, a new one had been fitted after drilling a hole in the door to remove it only to find that it wasn't the issue. A further two hours later spent investigating and 'chasing the electrics' to try and find the problem.We needed the vehicle back but had to pay upfront before we were allowed to take it away (despite using them before) and labour charge of £560 (£140 an hour) plus the door lock and parts resulted in a bill of over £700+VAT with nothing having been fixed. No communication when costs started to escalate, just a 'we said it might cost more if we find another problem' when it was queried. Reading reviews, it seems this is not uncommon across Mercedes. Overpriced and reluctant to reduce bills, even if the problem is not fixed. Will go elsewhere in future.
I would like to advise against selecting Mercedes Benz as your preferred automobile brand. They consistently fail to accept responsibility for manufacturing defects that pose a significant threat to human life, and their customer service is severely lacking. After initially feigning concern, they become dismissive and unresponsive.The potential risk to public safety is substantial, and I intend to pursue this matter through appropriate channels, including the media. If you value exceptional customer service and reliable vehicles, I strongly recommend considering alternative options.
EQA ELECTRIC CAR After purchasing this car, only to find that the car breaks down with so much regularity, that it gives me no confidence in driving the vehicle as I have to commute with a baby. I have been back to Mercedes several times for repairs, including replacing a brand new battery but the car still persist with the same faults.These faults started in the first few week of having the vehicle, and after numerous requests to change the vehicle, Lookers Mercedes of Shrewsburybut would not take the vehicle back.There was not option to sell or trade the vehicle as the depreciation plummeted.Although Mercedes know that we use the vehicle with a small child, this leaves me in a position that I can't use the car incase it stops on me, only my husband has the confidence to drive it.It is most embrassing,as when this vehicle stops, it leaves us in dangerous situations as the car cannot be moved.Please be aware if you are thinking of buying one of these Mercedes especially from Lookers.
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