Mercedes Avis 

If i could leave a minus i would.

Shocking customer service on every level. Logged a complaint no email response. Called customer service to chase who advised the customer advocacy were dealing with the case .Asked to be transferred to this team advised they are unable to do that they can only add notes someone will be in contact. After a further 7 yes 7 phone calls to chase and 4 emails customer advocacy called back.The resolution to the case was unsatisfactory and totally out of touch with reality.

Customer service is Incredibly poor the worst I've ever know.

In one i email i had from Mercedes it quoted We value your support and want to reassure you that Mercedes-Benz is committed to ensuring that your future experiences are nothing short of exceptional.
It couldn't be wider of the mark !

(This review is not aimed at the call handler in the customer advocacy team more at the people who make the decisions i.e. managers with in this department)

Would like to give ZERO stars for this review, but it has to be at least one.

I have had shockingly bad issues with two Mercedes main dealers; the latest one being Mercedes-Benz Cambridge.

One of my cars had a new wind deflector installed by a MB approved independent company, which worked fine for a few weeks, then started malfunctioning.

I took it back and the fault was investigated, which showed the replacement unit was faulty and had to go to a main dealer to assess - nearest main dealer to me is MB Cambridge.

Following a quick 'diagnostic' check MB Cambridge said they would not honour the warranty because they 'believed' the part was damaged during installation.

The independent company (who did the work) and I both said that if the part was damaged during installation it would not have initially functioned correctly. MB Cambridge stood by their statement and refused to honour the warranty.

The arrogance and contempt shown was appalling, and the organisation is clearly all about 'the money' and not a care given to their customer charter or customer satisfaction

Said independent company is owned by a chap who has 25+ years Mercedes experience, only employs former Mercedes Technicians and only uses genuine Mercedes parts.

Needless to say, both of my Merc's will be gone by the end of the year and I will never have another.

Title: Unacceptable – Mercedes-Benz Couldn’t Open Their Own Car!

I never expected this from a brand like Mercedes-Benz. I own a 2024 S-Class, a top-of-the-line luxury car, yet when I needed assistance unlocking it, even Mercedes-Benz themselves couldn’t open it! In a world where everything is online and remote, this is beyond frustrating.

How can a company that prides itself on innovation and technology fail at something so basic? If they can’t remotely unlock their own flagship model, what does that say about their reliability? Extremely disappointed—Mercedes-Benz needs to do better!

Do NOT take out a service plan for the following genuine reasons;
1) monthly payments are plus VAT.
2) servicing and MOT are plus VAT.
3)Dealer can't give copy invoices as they are charged from Head office.
4) Head office say they can't give you copy invoices as the are issued by dealer.
5) customer service depolrable,staff are rude and not interested.

Took car in solihull mercedes for service and steering wheel leather stitching coming undone/fraying and chrome front beading starting to bubble up they took photographs to send to mercedes said it would be repaired under warranty car was 2 years old heard nothing so called in January this year they said they had no record of this and wanted to book appointment to take more photos I said it was a 60 mile round trip could they take them now she went to find out after 40 minutes said the warranty had run out would not do anything else. The way l was spoken to and treated was disgraceful I would never buy a new car or mercedes from this dealership again.

Not surprised to see so many negative reviews for a premium car manufacturer. The car did not have all the features that we were promised AND despite ordering many months earlier, the price changed considerably at point of collection.

I have written to Mercedes Benz customer services at Milton Keynes twice regarding Nox sensor faults with my Mercedes cars, I have not even had the courtesy of a reply.
I have now sold one of the cars and will now sell the other, I will never buy another Mercedes again.

Good job Mercedes my father who is 86 is being refused a test drive for the Mercedes EQE because of his age. Not very diversity and inclusion. I have been cut off 3 times from the customer services and the Mercedes insurance line number they give, doesn’t go through to anywhere. I guess you don’t think customer service excellence is important :(

MERCEDES BENZ CROYDON/PURLEY WAY.
OVERPRICED AND DISHONEST.
Our car went in for a recall for an airbag fault. Mercedes had the car for 6 hours before telling us that the work can not be done until the red airbag light on the dash had been cleared. They told us the work would need to be done to 1) diagnose problem 2) fix the problem. They gave an on the spot quotation of £239 and option of a payment plan split over 3 months.
This quote was for diagnostics only !! When I questioned the quote I was told that this was there HOURLY RATE.
I have since taken the car to a local garage who charged me zero pounds to diagnose the airbag fault, it took him 5 MINUTES. The fault came back as a seatbelt buckle sensor. Immediately after leaving Mercedes Benz the engine management light came on, Mercedes denied any knowledge of this and refused to fix additional problems that they caused while the car was in there care.
The one thing I look for in any mechanic is honestly, it is my opinion that this garage is dishonest and overpriced. AVOID.

Bought a used C Class a year ago, got pushed into buying an extended warranty. No mention that warranty was with a third party not with Mercedes. Even though I asked questions. After a year having spoken to various departments, I’m told it’s via RAC. I think I was miss-sold. They not taking responsibility but was told by phone staff that many customers aren’t told who the warranty is with so I’m not the only one.

AUTO TORINO VIA SALARIA ROMA. Per una perdita di nafta dalla mia GLE 350d sono 5 giorni che hanno in ostaggio la macchina e non riescono a dirmi quale possa essere il problema. Ho chiamato 15 volte e dopo 4 giorni di attesa mi è stato detto che devono ancora vederla ! Mi lasceranno il fine settimana senza auto perché la vettura di cortesia non è inclusa e non hanno un modello 4x4 da dare. Sono state inventate tante scuse ad ogni mia telefonata, tra le altre uno sciopero che ha bloccato i lavori per 48 ore. VERGOGNATEVI ! AUTO TORINO VIA SALARIA ROMA. Due to a diesel leak from my GLE 350d, they have had the car hostage for 5 days and they cannot tell me what the problem could be. I called 15 times and after 4 days of waiting I was told that they still have to see it! They will leave me the weekend without a car because the courtesy car is not included and they do not have a 4x4 model to give. Many excuses were invented with each of my calls, among others a strike that blocked the work for 48 hours. SHAME ON YOU!

Collected a brand new evito van from Gloucester branch Friday in the pouring rain. Sat morning I realised how filthy it was & even had moss growing on the window seals! I returned it to the garage the following Monday following a battery warning message on the dashboard. They said they’d have it cleaned before returning it but they didn’t. Seriously poor customer service!!

I was redirected to Mercedes Stockport after a terrible customer service experience with another vendor. When I arrived, I was greeted by a welcoming security guard who informed me where to park and how to get to reception. The receptionist greeted me with a smile and was able to find my details. During my wait, I was offered coffee, and my paperwork was processed in a timely manner. I efficiently dropped off my vehicle for repairs and received a high-quality courtesy car. The customer service was the highest I have encountered in a long time, and I had the same experience when I collected my vehicle - Well done, Mercedes Stockport; you have set the gold standard for customer experience and service. I will be buying my next car directly from you.

Very poor communication through out the 3-year lease, and the only time they want to talk or email is when the lease is nearly up and they want to collect the car and sell you a new lease.
They are also the most inflexible lease company we have ever encountered, we wanted to change a few cars halfway through the lease only to be told no, just pay the full amount for the term and then we will collect the car and you can takeout a new lease for what you want. Really pay for 1.5 years up front to terminate a lease and hand the car in to you to then start again, are you having a laugh.
BMW came to the rescue and are unbelievably helpful, and if circumstance's change with staff or you need to change a vehicle at any point nothing is a problem.
Shame on you Mercedes, you are without doubt the worst leasing company we have dealt with for over 30 years by some mileage.
Before you sign just check, can i change if i need too or want to half way through or at any point for flexibility, be warned.

Poor service on every level- for anyone out there with a Mercedes electric car please don’t sign up to the Mercedes Me charge app unless you want to continuously have to ring, email and get absolutely nowhere when you want to cancel. The customer service team have been really poor and no effort had been put in to assist when I needed it.
Great cars but unfortunately their aftercare is the opposite end of the scale and not what you would expect from a company like Mercedes

Shrewsbury dealership is appaling, I have called several times, left messages and emailed the manager on 27th November 2024, regarding the immediate termination and full refund of the warranty sold to me via a 3rd party and not directly with Mercedes Benz, for my vehicle, Mercedes-Benz GLA 220.
Despite my previous communication, I have not received any acknowledgment or response. Furthermore, I have made several calls and left messages, yet I have not received any follow-up.
Today, I spoke with a sales person, who informed me that the policy cancellation is in process. However, he declined to provide this confirmation in writing via email, which is unacceptable. This lack of communication is concerning and unprofessional. Not going down this road again especially with Lookers Shrewsbury.

Customer Feedback for Carlos at Mercedes-Benz Birmingham, Bromford Lane.

I wanted to take a moment to recognise Carlos who works on reception for his exceptional customer service. From the moment I walked into the dealership, Carlos always greeted me with a warm smile that instantly made me feel welcomed. His friendly demeanor and genuine hospitality set the tone for a positive experience.

While I waited to see the Service or Sales personnel, Carlos went above and beyond to ensure my comfort by offering and making me a cup of coffee. This thoughtful gesture made my wait pleasant and showed his dedication to providing top-notch service.

Carlos is an asset to Mercedes team, and his efforts truly make a difference in creating a welcoming and enjoyable environment for customers. Keep up the great work!

I am absolutely disgusted with MB Head Office. On 4 November, I enquired about buying the new GLA Premium Plus, but it appears the central team are not passing information on to their local dealers. So it took 3 weeks and a bad review, to finally get a response. Nottingham have been amazing since finding out. Thank you for reaching out Ian and Gurj.

I travelled from Liverpool to the Mercedes Belfast dealership to purchase a car that was described to me by your salesman, Scotty Woods, as being in "lovely condition." However, upon arrival, I found several significant issues with the vehicle, including:

A bonnet that needs repainting

Two scuffed wheels

A damaged side running step requires replacement

A deep scuff in the leather seat

I had specifically requested that any damage be declared before making the trip, and I feel misled by the inaccurate description provided. This has caused me considerable inconvenience and disappointment.

I have previously submitted a complaint but have yet to receive a response. I am seeking a formal apology and a resolution to this matter. I believe that as a reputable brand, Mercedes-Benz should uphold higher standards of customer service and transparency.

Basically, these are no more than back street used car dealer's don't be taken in by the Mercedes Benz name