Review Time
They put the wrong number plates on my car and then changed them without telling me over a year later on the service. The response was apauling, the sales manager said, what do you expect me to do. BEWARE OF WHAT YOUR BUYING AT MERCEDES MACCLESFIELD
I have had my C class 300d Mercedes convertible for 13 months from new, with in two weeks a breakdown and would not start, recovery got me going, then numerous faults, radar not working lights not working indicators, reveres camera. took to dealer no faults found, then 14th Oct 2020 again would not start again two hours to get started by recovery after they arrived,then 17th Oct 2020 just cut out when driving stuck in the middle of a busy junction and once cut out would not start.recovery again taken to a Merc service centre again no fault found ridiculous they just do not want to fix as "computer says no" fault. S0 i'm left with a car that is not safe and I have no confidence in.how do I know if they clear the fault so as not to admit there is a fault. Steer clear of Merc they will deny any faults and even said I took the car to the dealer when it went on the back of a flat bed truck no customer service at MERC any more NEVER BUY A MERC NO CUSTOMER SERVICE ANY MORE they do not care about customers
POWER STEERING FAULT: Extremely disappointed with Mercedes Benz Customer Service Complaints Team. My 66 plate C200 AMG Line with 22k miles developed a Power Steering Electric Motor Fault.Rather than repair the electric motor advised that I would need full steering rack. Harrogate Dealership quoted £3050. York Dealership £2200 inc labour & vat. Although a known fault on some vehicles across the range MB refuse to honour & abide by the Consumer Protection Act 2015 by repairing or replace at no cost. DVLA site has even recorded this known fault on a few vehicles. No response to my original complaint using the WHICH guide template requesting reply in 7 days & repair in 14 days. I had to follow up! Car off road for 8 weeks, however, MB finally offered to cover 50% but due to nature of fault going direct to Small Claims Court for the balance.
Coming to the end of my pcp so during May I decided to look at a few cars (Merc), they wouldn’t stop calling.1. My car was purchased with a reasonable interest rate, however the new car cost less but the payments are higher (huh). 2. Decided not to buy obviously but the phone calls continued. 3. Email 40 days before (We’ll contact you 7 to 10 days) and nothing. Call every day and no one answers. Email a complaint, one hour later, a response but no information.4. Money taken for penultimate payment and I finally get a response. I’ve decided to keep the car but want to extend it for 3 months. I explain in an email and no response. Spend 40 mins trying to get through then I get, I’ll pass it along 7 to 10 days wait. 5. Now worried that they’ll take the last payment and I won’t get the extension that they say they’ll have to do a credit check for. Third Mercedes and a customer for ten years with no missed payments. The credit check part is diabolical! Let’s see what happens and if my three payments increase.
I have never been so utterly surprised and disappointed in the shocking service I received from the Temple Fortune Mercedes. They forgot to do my log book paperwork and I waited 7 months during which time could not use my car. It took me over 3 months to even get a response from them and in desperation tried every communication technique I could possibly attempt. For Mercedes they continually blamed this on Covid-19 when I purchased it last year April and Covid only happened this year March. This was entirely an error in their part having sold me the car and forgotten to change the previous owners name. Very disappointed and very unhappy with the lack of support and communication. Would never ever recommend this dealership and Mercedes is no longer a car I would purchase due to this.
Worst company I have ever dealt with, passed from pillar to post for last 8 months with staff not reading emails properly and noIdea who is accountable, no ownership on your complaint(s). They have no interest in your Customer Experience, pass it off as the ‘franchise’ responsibility and just want £ owed to them and no regard to £ or hardship cost to you. Lies by Franchises to secure sales, poor quality ‘prestige’ nearly new cars (less than a year very low mileage), they don’t care about the lies, stress, financial hardship and inconvenience caused to you. Gary Savage, CEO is a disgrace, I work at executive level in a large organisation and we would never get away nor treat our Customers they way MB do. Have spent £100k on cars over the last 4 years (3 cars) two of which were damaged when presented at sale (nearly new), recent experience was paying for 2 cars that I didn’t have for 2 weeks, one handed back and the other full of damage, misleading information from MB and Franchises has cost me nearly £900 on excess mileage and monthly payment (when I could have VT) not to mention money owed to me as car tax not processed before lockdown (even though garage told me they had processed it). Disgusting Company and worst I have dealt with!! Few tips for you, check your mileage agreement on Small print if not on adequate explanations document. If your car has no equity, make sure you don’t hand it back before the final date of PCP, you will be liable to pay for 2 cars (if not part exchanging), no-body told me this! Finally, process your own paperwork for tax etc and make sure you confirm EVERYTHING you discuss and agree with car salesman in writing via email to provide proof to the Financial Ombudsman (should you need it!).
Despite me selling the car & the finance being paid off, Mercedes Finance still took a payment from me. 2 weeks later & I still have not had this reimbursed, they are saying it could be another 5 days, so nearly 3 weeks!!! Customer service is shocking, it takes days for them to get back to you & even then there replies are rude. I have been a customer for 6 years & this has really put me off!
had a problem with my car booked on with mercedes benz dartford and dealt with a michael roberts who went above the call of duty to help and sort out my problems he’s very professional and polite and went above what i expected and got my car sorted for me what a great garage it’s welcoming and clean and the service i recieved from mr roberts whom i found out was the service manager. it’s a shame all garages ain’t got people like him who seems to care about their coustoner thank you very much
So where do I begin... i had an A class mercedes on finance and before lock down it went in for its annual service. I notified Olly the customer service representative from the plymouth branch that my passenger rear light was filling up with water. On inspection they agreed that there is water getting in and they will order the part under warranty. I thought perfect, however the UK went into lockdown and were unable to carry out the work. We had a bout of bad weather and then stupidly hot weather, I then noticed that the unit was showing stress cracks. Once lockdown was over Mercedes-Benz Plymouth contacted me to say the part was in and arranged to have it fitted under warranty.An hour after taking the car down to get the light sorted I received a call from Olly stating sorry we are unable to fix this under warranty as an outside source has cause this.(basically a polite way of saying I had caused this ) I polity said this was not the case, then Olly informed me we can still fix it but it will cost £290.wich I declined. By this point I'm fuming. on arrival of collecting the car from Mercedes-Benz Plymouth Olly proceeded to ask if im alright,(what a stupid question to ask somone)I explained the situation and he was far from helpful and i explained this was agreed before lock down and they were aware there was a fault with the unit, I asked for my settlement figure and whilst waiting 15 mins I then had a sales representative ask if I want to take a car for a test drive. I stated no! Im waiting for my settlement figure. Which I eventually got. I proceeded to make a complaint to Mercedes-Benz head office and they advised they will look into it. After waiting over a week and hearing nothing, I contacted them again myself to find out what was going on for them to state that the service department stick by what they said and were supporting the decision of the Mercedes-Benz Plymouth service department.After my experience I have found Mercedes-Benz Plymouth Absolutely useless company and lacking in customer care and failing to honor an agreed replacment part under warranty. theve not only lost me as a customer but my partner is leaving them and i am letting everyone i speak to know about the experiance not only me but my partner has had, If anyone from Plymouth has taken the time to read this avoid them like the plague no customer care or loyalty and a very dismal atmosphere. I have since moved to BMW and the service is very professional and first class best decision ive ever made. And to top it all off Mercedes-Benz still took a finance payment and if I had not noticed wouldn't of got that back. I had to chase them for a refund which took over a week to come, Never going with this company again!!!!
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