Easternwestern Avis 

If you’re considering buying or servicing your car at Eastern Western Mercedes-Benz Dunfermline, think very carefully, especially if you or your loved one is vulnerable.

We have been fighting for weeks to get a basic safety fault fixed for my elderly friend, who has dementia and struggles to understand complex issues. Despite repeatedly telling the dealership about his condition, they:

Cancelled the parts order without explanation

Gave false promises that the repair was being arranged (it wasn’t)

Let him drive away in an unsafe vehicle, confused and distressed

Were openly rude to him when he returned for help

Made me do their job for them by investigating if the part was even ordered (it never was)

Under the Equality Act 2010, companies have a legal duty to make reasonable adjustments and protect vulnerable people from discrimination and disadvantage. This dealership has shown utter contempt for that.

They also have a record of dismissing genuine customer complaints, look at how their manager responds to negative reviews online: arrogant, sarcastic, and always blaming the customer. It says everything that they’re prepared to put that in black and white for everyone to see.

Eastern Western Mercedes-Benz Dunfermline should be ashamed of how they treat people. If you care about basic decency, safety, or how you’ll be treated when something goes wrong stay away.

My son received a safety recall for his Honda Civic citing issues with the fuel pump. The car was booked into Western Honda Fort Kinnaird. Upon collecting the car we were advised that a “leak” had been found but due to an extended warranty the work could be carried out free of charge with them. We booked the car in for a couple of weeks later (this was the earliest they could offer). The day after the work was carried out all warning lights started to flash along with a rattling noise appearing when going over speed bumps or over uneven ground. I took the car back the following day, informed them of the issues only to be told they can’t look at it until 3 weeks later!! I asked if the car would be safe to drive to which the young mechanic just shrugged his shoulders and said “we won’t know until we look” not good when I need to drive 6 miles home (my son also uses the car for work as it’s not on a main bus route)

I visited the garage on 2 more occasions asking to speak to a manager only to be informed no manager was available.. how convenient! I’ve have left numerous phone messages which have not been returned and even emailed using the contact form on the website and guess what?!….still no replies!!

I have taken the car to another garage but they are reluctant to look at it as it’s a Honda issue and we shouldn’t have to pay for someone else’s error!!

AVOID AT ALL COSTS

Absolutely a joke the sales advisor took deposit from me it's been almost a week now no call what's so ever told me will send me video which I asked him to send me about underneath the car nothing at all is this what you call customer service just seen the reviews about this branch there horrible I have never come in this situation keep away from this branch and there call toyota dealers

Bought a Mercedes from them in April 2025. Obviously they were Very nice at point of sale couldn’t do enough to accommodate. 8 hour round trip for us to Edinburgh but they brought car to Dundee reducing travel time.

However, was given car with no paperwork for the car, no service trail, no information about use of computer systems, downloading app etc. despite disclosing I usually only drive Audi, was not given any information on collection. The car has only 40k miles on it. Hence why I purchased it.

I Was NOT told about ripped seats, nor the boot release on door not working, nor the ashtray that wouldn’t stay closed.
I Noticed these on handover day.
Told them this will need repairing. I then Had to visit citizen advice to gain info about my rights before they agreed to repair.

Upon driving car for a week we found when driving engine kicks back and humming from clutch. Independent Mercedes mechanic advised “service on computer has been reset but no work been done under bonnet”

Car was dropped to be repaired a week ago. Today I am told “can’t get an ashtray will post to your home” (I’m obviously suppose to then pay someone to fit this??)
boot button working fine (I can guarantee the door release does not work when I collect).
I was told nothing wrong with clutch and gear box (qualified Mercedes mechanic has confirmed this car has not been serviced and issue is dirty injectors and filters not being changed) I will now need to pay for this to be done despite being told it’s been done. No paperwork to show “service done before sale”.

Today They have not mentioned my seat being repaired and I have confirmed in writing to them. that I will not be driving 250 mile round trip to collect my vehicle if the seat has not been repaired.
They are in a hurry for this courtesy car to be returned as apparently it’s Been sold.
That’s Not my problem.
Fix my car seat as you were suppose to do!!

I won’t be buying from these cowboys again.
Have never heard such drivel from apparently “experienced” customer service advisors.
Yes they are competitively priced but this comes at cost with these vehicles. Usually I pay the extra go with Audi, Mercedes or VW direct, I won’t be buying from any car deal warehouse dealerships again. Terrible customer service, not interested once they have your cash.

Mercedes Parts Department in Dunfermline - extremely helpful and nothing was too much trouble with regards to obtaining the parts for my ML63 AMG -- many thanks, this level of service from a Main Dealer is very much appreciated.

From the day we walked into the showroom looking for ideas, Allan Grant @ Western was very helpful.
He listened to what we wanted & crucially, respected our budget.
Allan personally kept us informed.
The day we collected the car, he took time to show us all the upgrades & new features.
This is our second new car with them. I'd happily go back & recommend them to anyone.
Many thanks.

Shocking experience. I was told my brake pads were down to 2mm and urgently needed replaced. When I got a second opinion, they were actually 5mm and in perfectly good condition—no need for replacement at all. When I said I’d get the work done elsewhere, I was told my warranty could be affected. Only after I challenged this did they admit brake pads are classed as wear and tear and wouldn’t impact the warranty. It felt like they were trying to scare me into unnecessary work. Completely unacceptable. This is not the first time that I have experienced poor service, and total lack of integrity. I won’t be back and strongly suggest others get a second opinion before agreeing to anything here.

I have Purchased new Toyota hilux Invincibles autos over the last few years
And new Toyota land cruisers in the same period and all great Vehicles
Never Have broken down
Mr roger Wilson sales executive
Is a man of his word

We bought our car from Western Nissan 6 months ago and have had various problems since. However, the most recent experience has prompted me to write this review. Our car broke down 3 days ago and despite having a year’s warranty and a promise “to keep you on the road…by making a courtesy car available” we have been told that there are no cars. Our car is expected to be in the garage for 1 week and the likelihood is that we will not have a courtesy car for the whole duration. We don’t have another car so we are completely stranded. How can a main dealership treat people like this? I will never buy from this group again. Be warned!

Eastern Western the worst car dealership in Scotland !! keep away !

I have an 18month old merceds with 3400 miles
(65k car)
where the engine blew after a fault by one of their engineers in Mercedes Coldstream.
Now needs a new engine and they won’t use the warranty, guess what it will be going court and also the proper Mercedes in Milton Keynes are looking into, not these franchises who don’t give a F.
But do avoid this dealership at all costs, don’t lose your hard earned money.

Take care guys

Also I will be making a full video for YouTube shortly look out guys.

Fantastic assistance when I had a major problem with my car, not purchased from them. From 1st contact to last contact, service has been exemplary during a time of great stress. Big shout out to Sharin, you helped solve a lot of the worry. Newbridge Branch.

We purchased a new VW T Cross back in June 2024 and didn't take possession of the car until early November. This was a disappointing experience for me as I have never had to wait so long for receipt of a car.

We have now had the car for 6 weeks and it has developed a worrying fault with the rear suspension. I have been phoning and emailing since first thing on Monday and have been offered no response or assistance.

This is disappointing but not surprising as it is another example of a supposedly reputable company getting your money and not bothering about you when you need them.

I would warn anyone against using companies that do not take customer care seriously and to be honest I/we are really regretting using this company for our new car.

just constant fob offs with useless communication. Do yourself a favour - g anywhere but here - even if it's a sizeable distance.

- In october 2024 I acquired an approved used Qashqai from Newbridge dealership. An initial faulty car that had numerous issues. After then taking the car for a fixing that only solved part of the issues, I tried to reject the car, I was ignored.

- I manage to get a replacement vehicle.The dealership violated my customer rights by charging me extra for a replacement vehicle. I tried to overlook this to obtain another working car, but now I find myself without any vehicle that is properly working this week, since the second vehicle just stopped for fixings.

- The resolution to this situation effectively required me to pay additional money, which incurred me financial burden. While there was a banking issue, it was primarily caused by the unlawful charge from the dealership. Had this extra charge not occurred, I would not have faced these challenges.

- The new car is producing noises that are increasing in both frequency and volume, originating from the dashboard.

- Additionally, I am now without a car for an extra 4 to 5 days.

That makes me an experience owner of two Qashqais, approved used, one completely faulty and the second already stopped for service. The dealership went against my customer rights.

I am trying just to get my money back and return the second car, but they can't cope with doing that since they don't obey to customer rights. I will sadly have to go through ombudsman and maybe legal action.

The financial burden and emotional has not been nice.

Shocking service my car went in with a scratched bumper and week 1 in the workshop never looked at it . I had to demand my car back after three weeks in this place . There was next to zero communication avoid this place

I bought a used car from here having spotted it online and was anxious about what it would turn out to be like (never bought a car unseen before). Communication throughout the sale (calls,email,photos/video)kept me informed.
The car itself had been prepared to an incredible standard and the handover process smooth with all controls explained to me. The staff were rightly confident in what they offered and i am delighted with my car.I would certainly use this dealership again despite living 170 miles away.

Whilst I’m the first to criticise I’m also the first to compliment, and I wish to do so for Mercedes Benz Edinburgh (Newbridge), the staff and Jonathan Elliot the service manager.
I’ve just had a problem resolved on my car which has taken a few months, but due to the rate nature of the issue it took some time to get to due to a process of elimination.
In all honesty I was getting very frustrated due to the amount of time it was taking but I was assured by Johnathan that they would sort it and they did!

I had my Hilux in for a bit of warranty work at Edinburgh Toyota in Newbridge. Took two visits to get it done as they hadn't made sure that the parts they may need were available. After the first visit, the auto-fold door mirrors stopped working. After the second visit the DAB/FM/AM radio has stopped working. They answer from them is another 'diagnostic' visit to the garage. I think this is terrible for a dealer supposedly looking after a commercial vehicle and customer who doesn't get paid when the vehicle isnt available - I would have thought the first rule would be 'don't make the truck worse than when it arrived at the garage'.

Driving me potty!!!

Saw a Mercedes A class online at Mercedes Edinburgh Fort Kinnaird, spoke to them online got a video sent to me showing one scratch on bonnet and stone chips, we travelled to Edinburgh from Aberdeenshire to view and buy only to get there and find at least one scratch on every panel and two dents and was told bu salesman that this is a n acceptable condition for age and price(12000£) my trade in was in better condition and its a 2015 corsa. Very poor for a Mercedes dealer, ive seen cleaner cars at demolition derbys. I have bought my last three Mercedes GLCs at independant dealers and have all been presented better than this. This was to be my daughters first Mercedes as i swear by them and now that she has some driving experience we thought this would be a good first one for her. She is very disappointed and been potentially put off Mercedes due to this.

Visited their showroom and saw a nearly new(4 month old) used car for sale that I liked but was told it had been sold. I was advised they had an exact identical car available and would have it in showroom in 4-5 days. Discussed finance and agreed to buy this car subject to seeing it. On morning of viewing got a phone call to say it was sold! However during the call I was told they had yet another ‘identical’ car with only difference being colour which they could show that day. I travelled 50 miles to see the car and I agreed to buy it. When we came to look at the figures the ‘identical’ car which was exactly the same model, age and mileage of the original car the pre agreed payment plan had mysteriously increased by thousands of pounds. When I asked why this was the case I was told they’d made a mistake. Shockingly bad experience