Stratstone - Smart of Leeds Avis 

I am writing to express my disappointment with the quality of the service we received following the recent repair of my wife’s Mercedes.

We brought the car to your dealership because several warning lights were displayed, including the engine management light, ABS and ESP warnings. We appreciated the detailed inspection report you provided and approved all of the recommended repairs and associated costs, including the replacement of the wheel bearing, rotational speed sensor, tyre and wipers.

However, after collecting the car yesterday and paying the full invoice, we experienced several issues that are simply unacceptable.

Firstly, on the drive home my wife noticed that the newly fitted tyre was significantly underinflated. I had to stop and spend around 15 minutes inflating it before it was safe to continue driving. We also discovered that the tyre valve cap was missing. It is concerning that such basic safety checks appear not to have been carried out before the vehicle was returned to us.

Secondly, later that day we found that the windscreen wipers are not functioning correctly. They only operate when the vehicle is moving, making them unreliable and potentially dangerous in wet weather.

Finally, the vehicle is now constantly displaying a warning that the boot is open, even when it is fully closed. This issue was not present before the car was serviced.

We entrusted our vehicle to Mercedes expecting a high standard of workmanship and quality control. Instead, we collected a car with multiple new faults, including issues that affect its safety and usability. This has caused us significant inconvenience and has seriously undermined our confidence in the service we received.

I would appreciate a call from the Service Manager as soon as possible to discuss:

* Why the vehicle was released with an underinflated tyre and missing valve cap.
* Why the wipers are now malfunctioning.
* Why the boot open warning has appeared following the repair.
* How Mercedes intends to resolve these issues promptly.

I look forward to hearing from you as soon as possible.

The Customer Service agent, Maddie Smith was excellent!

I was there to services my car and I ask to look at my car and for other things wich I show to the service advisor. Not only they don’t have a look to give me feedback but also pretend the guy who should be to look after my car is not in branch and when coming back will call me in about 40 mins , which never happened.The mechanics who services my car forget to put back some plastic parts . Very disappointed with the experience. I DO NOT RECOMMEND to go if u really care about your car because they don’t pay attention and definitely when u leave u will have something missing or broke or unfixed even u ask to be done .👎👎👎

I had an excellent experience at Mercedes-Benz, thanks to Billy. From the moment I arrived, he was incredibly friendly, welcoming, and professional. He took the time to answer all of my questions thoroughly and made sure I understood everything without ever making me feel rushed.

Billy was efficient throughout the entire process while still paying close attention to every detail. His knowledge, professionalism, and accommodating approach made the experience smooth and stress-free. Most importantly, he made me feel comfortable and valued as a customer from start to finish.

I really appreciated the outstanding customer service and would highly recommend Billy to anyone visiting Mercedes-Benz. He is a real credit to the team, and I couldn't be happier with my experience.

Great service and a comfortable transaction. Special shout to Kani, who was very helpful and informative.

Efficient service

Had a great experience, was well looked after. Luke, the salesperson, was very friendly, he showed me around the car and help with the setup, he made sure I had everything I needed and gave useful tips. Overall, a great sales experience

When i dropped off the car and collected the car the staff were very helpful, also they were very courteous.

Great service from the whole team

Unfortunately, I had a very bad experience with the parts team. They displayed what I believe to be misogynistic and ageist behavior.

When I first went in for my service and I was requesting newly coded keys, I was met in a very sarcastic tone asking me, “And you know how expensive these are, right?” I was very shocked by this line of questioning, and I responded with, “Yes.”

After this, I was also met in a condescending tone being asked about the list of documents that would be required for me to receive the service. I had already previously been made aware of this, so I had all the documents present on the day. It seemed like I was just being talked down to the entire time, and based on this, I placed a call to my father.

After placing this call to my father, I was further questioned on my driver’s license, which was clearly a UK driver’s license, but had my birthplace listed as Dublin. I had to explain this to the staff members as they kept saying they didn’t know why my license was a UK driver’s license but said Dublin, even though it was just the birthplace and my home address was very clearly listed as Northern Ireland, which is the UK where I live.

It seemed that only after it was clear to the staff members that my father was on the phone during this experience, and that he would be paying for the service and was the registered owner of the car who gave me authorization to request the service on his behalf, did their tone change. All of a sudden they started to speak to me in a friendly and helpful manner.

If that had been an isolated incident, I probably wouldn’t make any further comments or go on to say anything else. But then when I went ahead to book my service, I booked it with the service team over the phone. That was faultless and seamless. There were no problems during that.

Basically, then I came in on the day of the service to collect my car after the service was finished, and my invoice was incorrect. So I asked the first member of staff that I spoke to, “Can this invoice please be redone? Also, can you do it in my father’s name and using his details,” which were the details that they took when they received payment for the service and in the authorization letter for the service.

This staff member went into the back room to talk to a supervisor and came out and said, “My supervisor said it’s fine as it is.”

I then had to point out the fact that the invoice wasn’t fine as it was anyway, because the name that it was addressed to wasn’t even my legal name. It was a shortened version of my name, and it had listed that shortened version as both my first name and my surname. So I was like, “That’s just incorrect.”

The supervisor then came out and asked what the issue was. I told him the issue, and he reiterated that they were not going to change the invoice to my father’s details. I continued on to explain how his details were taken to pay for the service, that he’s the registered owner of the vehicle, and how the invoice should be to him, not to me.

He then very condescendingly and in a very rude tone asked me, “I don’t understand what you’re trying to do here. Are you trying to claim it back or something?”

I just thought that was rude and condescending, and a very invasive question as well because, frankly, whether or not I had some kind of policy where we were going to claim back the cost of this or it was covered under one of our insurance policies, it’s just not really any of his business. The tone that he asked it in was very demeaning.

I then had to place another call to my father, who made the exact same request that I made verbatim. Word for word, what I said is basically what my father said. But all of a sudden, when he said it, now they could do it.

Even when they said they were going to do it, it wasn’t without rolling his eyes and making comments like, “This is going to take me another extra 10 minutes,” in rude tones. However, they still did it in the end.

I just felt like throughout this whole experience that anything I said wasn’t acknowledged and I wasn’t taken seriously as a customer until my father got involved. I can only put this down to the fact that I’m a young Black woman and I was looked down on based on my appearance or age when interacting with the parts team. They didn’t seem to respect me in any sort of way.

Unfortunately, this just wasn’t a great experience for me, and I just hope that nobody else has to face the same prejudice that I faced while dealing with the parts team.

Poor check in and collection procedure. No explanation of any service find on collection. VIDEO SENT WAS EXTREMELY POOR AUDIO QUALITY and visual wasn’t much better either. Not a patch on previous visits.

Had a great test drive in Leeds. The delivery of the car was brilliant!!

Too many things went wrong including forgetting to change the fuel filter which had been agreed needed doing; then tried to charge me for something they hadn't done. Very sloppy comms.

Made welcome at the dealership. Adam in sales really helpful and very knowledgeable about our car. The coffee was good and we had a second cup , the girl at the coffee bar came to ask if she could get anything more for us!

Service booking was excellent service

I received very poor customer service with the exception of the receptionist. Mercedes used to be one of the best but not anymore.

Staff very helpful first class service