Mercofenfield Avis 

Réponse de Mercofenfield

5 avr. 2026

Dear Brandon Lee, Thank you for taking the time to share your feedback. We are genuinely sorry to hear that your experience did not meet your expectations, as we always aim to deliver the high standards that have made us a multi award winning dealership chosen by our customers. We would like to clarify a few important points for accuracy. The vehicle purchased is over 16 years old and as with any older used car, some age related imperfections should be expected. Regardless of age every vehicle undergoes a thorough inspection and ensured is road worthy, safe and sale ready before putting to the open retail market. The vehicle purchased was a c180 manual petrol for £1999, sold and supported by a full inspection report confirming it was in good working order at the point of sale. Prior to purchase, you contacted us requesting that we test drive the vehicle on your behalf when you attend to view as you did not hold a driving licence and did not know how to drive. You attended and dealt with Louie our sales assistant who drove the vehicle for you. (You have never met Saj). You were shown a full report of the vehicle confirming all check have been completed. Please share the photos of the full report to your review. After this, you were happy and proceeded to pay a deposit and confirmed your intention to complete the purchase two days later. Subsequently, you sent an email requested that we store the vehicle for a further 14 days because you did not have the money, which we agreed to. Even though you were told we only store vehicles for only 7 days. You then called us and asked for the vehicle to be delivered, which we arranged. You opted out of any extended warranty. The vehicle was driven to the delivery address without any faults and performed perfectly throughout the journey. The following day, you contacted us requesting a full refund, alleging faults. The vehicle was collected from you the same day of contact. Given that the vehicle had left us in confirmed working condition and had since been in your possession, we explained that the vehicle would need to be inspected by our technicians to confirm you have not damaged the vehicle while in your possession. Upon inspection by our technicians, it was confirmed that the clutch had been damaged due to driving inappropriately. You also spoke to the technicians yourself. Mercedes Benz award winning specialist. During discussions, you were messaging and communicating with us with no issues whatsoever. You were explained the rules and regulations a number of times but unfortunately wanted to go by your own rules. ‘You stated you had been driving around your estate for approximately 30 minutes while learning how to drive the car’. The damage identified is consistent with driver misuse, not a pre existing fault. Despite this, and without any obligation to do so, we agreed to accept the vehicle back and issued a refund, absorbing the cost of the clutch damage ourselves in order to resolve the matter. The refund was processed within 72 hours of collection which is standard practice across dealers. Given the above, we strongly disagree with the narrative presented in this review. We believe it does not accurately reflect the facts or the considerable goodwill shown in resolving this matter. We are proud of our reputation, our transparency, and our commitment to customer care, and we’re sorry that you did not feel this reflected in your experience. We strongly suggest for you to take driving lessons before purchasing a vehicle so you know how to drive and do not damage any future cars.
Yours sincerely,
Sylvia Adam,
After Sales Care

Réponse de Mercofenfield

5 avr. 2026

Thank you for taking the time to share your feedback. We are genuinely sorry to hear that your experience did not meet your expectations, as we always aim to deliver the high standards that have made us a multi award winning dealership chosen by our customers. We would like to clarify a few important points for accuracy. The vehicle purchased is over 11 years old and as with any older used car, some age related imperfections should be expected. Regardless of age every vehicle undergoes a thorough inspection and ensured is road worthy, safe and sale ready before putting to the open retail market. You had all the opportunity to inspect test drive and make the decision to purchase the vehicle with no pressure sales tactics. You indicated that you were satisfied with the vehicle in its current condition, but did try to get a discounted price which we did not do as we try to avoid the hustle and bustle at Merc of Enfield. At that time, the fuel level was above warning, and everything including tyre pressure was satisfactory. As this does not occur generally, tyre pressure changes can occur naturally after time or after extended storage, but we apologise if this caused any inconvenience. Fuel levels can vary between test drives and collection, and this is not uncommon across the industry, though we understand how it may have felt inconvenient on the day. As financial conduct authority rulings, we only recommend extending the warranty so that you could have any necessary repairs (if needed) done locally at no additional cost. While we appreciate every customer’s viewpoint, some of the comments made do appear a little overstated. Our team was fully available to assist during your visit, and we addressed your queries on site. Regarding payment methods, we clearly outline accepted payment options in advance, and this is also standard practice among many dealerships. We are proud of our reputation, our transparency, and our commitment to customer care, and we’re sorry that you did not feel this reflected in your experience. Please contact the after sales care team if you would like to discuss further on info@mercofenfield.co.uk. We appreciate your feedback and wish you many safe miles in your Mercedes. We hope to assist you better on your next visit at Merc of Enfield. Yours Sincerely, After Sales Care, Sylvia Adam.