Mercedes Benz Avis 

I attended the Mercedes Loughton dealership on Thursday 31st October after having been informed my parts were ready. Got to there after a long wait just to be told that they had misplaced part of my order and it be ready for the following day.
Received another message from Mercedes dealership that my parts were ready for collection. Went into the showroom and there was no one available, customers were wondering around and not informed what was happening. About 25 minutes later all staff started appearing in the showroom, they had a weekly meeting, but no one attended the customer's to informed us what was going on.
The parts guy "Errol" was very unfriendly and abrupt with the customer before me.
When it was my turn I mentioned that I was Patrol from a well known road side rescue. He asked for my ID to which I replied I was off duty and didn't carry the ID with me everywhere. He said well everyone can say the same as me. I replied not to worry just let me have my parts without a discount, then I saw the guy from the previous day whom served me and told Errol to apply the discount.
Not very good customer relation.

I would give a 0 if I could!!!

I recently took my 2015 Mercedes-Benz C Class to Mercedes-Benz Southend for repairs and was hit with an outrageous bill. My car’s ECU was faulty because of a wrong coding sent from a diagnostic tool, and I made sure this was clearly explained in the booking notes, when I dropped off the car, and even over the phone around 11 a.m. when I suspected that the technician had no clue what was going on (they’re supposed to be highly skilled techs, after all!). Yet, I was charged £666 just for diagnostics—despite spelling out the issue for them right from the start. Basically, they billed me for redundant checks on a problem I’d already identified.

When I collected my car and challenged the charges, the supervisor’s response was dismissive, suggesting that because most customers “don’t have knowledge in these matters,” they had to carry out all checks. This essentially translates to treating all customers as uninformed (to not say stupid in other words) and, in my case, ignoring clear information about the issue to justify overcharging for redundant diagnostics.

After much back and forth, the supervisor eventually admitted that the £444 seemed high and offered to cut it in half, which I’d have been fine with. But once he found out I’d already paid in full, he said he couldn’t make any adjustments, leaving me with no way to resolve this.

It’s absurd to come in with a specific problem, be clear about what’s wrong, and end up paying £222 + £444 just to confirm what I told them at the start (plus an additional £1,345 for the ECU itself, which I expected). Southend claims I agreed to all charges, but they conveniently didn’t mention that the initial £222 diagnostic fee wasn’t included in the quoted charges. I only found this out at the end of the day when I realized the £444 was for two extra hours of checks, which didn’t even include the initial diagnostic.

Honestly, if I’d known that, I’d never have agreed to pay for two extra hours. What could they possibly be doing for three hours when I’d already told them the ECU was unresponsive? Any skilled tech, with my notes in front of them, should have just checked the ECU pinouts, which would have shown there was no data coming out. Instead, they wasted two hours checking fuses and wires when I’d made it clear it was a software issue, not a physical fault. (And really, what is there to check for two hours? There are only two plugs altogether.)

On top of all this, I had to chase them down for an invoice, which I didn’t receive when I collected the car. I eventually requested it by email last week, but only got it today after following up by phone—they didn’t even bother to answer my email. When I filed a complaint, Customer Service backed Southend’s approach, said a goodwill request was submitted (and quickly denied), and reiterated that I agreed with the charges (again, not knowing that the initial diagnostic of £222 was not included in the £444 they asked for the investigation).

This shows a total disregard for customer input and a lack of transparency.

I would never, ever use any Mercedes Dealership again after being ripped off in such a shameful way, and I plan to take this to The Motor Ombudsman to get it properly looked into.

Hopefully, sharing my experience will help other customers make more informed choices about where to take their cars for repairs.

Eine zweite Rückrufaktion für dasselbe Schiebedach was bereits 2020 angeschaut wurde und keine Kulanzregelung in irgendeiner Weise.
"Uns ist das bewusst und uns ist ihre Kundenzufriedenheit egal, Sie müssen entweder für einen Ersatzwagen zahlen oder bei uns warten müssen, für ihre Zeit oder Anreise können wir keine Entschädigung geben"
Auch ein weiterer Anruf bei der allgemeinen Servicehotline anstatt der Werkstatt, dieselbe Antwort.
Wie nett, 2 mal wegen eigenverschulden von Mercedes wegen mangelhafter Schiebedächer dort vortanzen zu dürfen, meine Zeit zu opfern und lieber meine Kundenzufriedenheit zu opfern anstatt mir aus Kulanz wenigstens meine Anreise zu bezahlen.

Widerlich, würde allein wegen des mangelnden Services nie wieder einen Wagen dort kaufen.

Hoffe es sind denen die loyalen Kunden wert die sie damit opfern, wer braucht schon Customer Service?

I have a 5 year old GLE450 purchased from Agnew's in Belfast. It has started to rust under one of the door handles and the paint is peeling off. When I contacted Agnew's they sent me to their body shop were it was inspected and an application sent off which Mercedes declined. I then rang Agnew's in Portadown posing as a customer and asked what the warranty is on the paint work and was told 7 years.
Mercedes have told me that after 3 years the rust warranty is not applicable if there is no Mercedes Benz service history. However my vehicle does have a service history, it's not with the Agnew Group but it is with a Mercedes Authorised Repairer. This is my third Mercedes SUV and I'm very disappointed with the response from them, I don't believe they should be rusting after 5 years. My vehicle would be ready to change any time and it would make me look at a different manufacturer.

Case Number 07035504 We were in Pembrokeshire for a weekend break when our A35 developed a wheel / tyre problem. Contact was made with Mercedes Benz Customer Services ( MBCS) early morning 18 May.
5 months later they have finally agreed that compensation was due. That's the good news but what happened over that 5 months does not make for good reading. Easily over a dozen agents involved each one trying to be more dopey than the last one. Information being fed back that at worst was totally incorrect but more importantly implying that we were lying. One example - that their partner the RAC attended our car at our hotel even though the time given was 20 mins after we had left the hotel. You buy Mercedes because it is a quality brand not just with the car but by implication across everything that they touch. Expensive but for a good reason. That's where I was 5 months back. Now I have seen a completely different view. Lovely when the monies are being transferred or when expensive services are happening but the complete opposite when they are being criticised - when the microscope is on them. MBCS are just a rubbish outfit that appear to have no structure. If there has been any training then it's not been worth the money. Also get the impression that this group are not a department but physically operate freelance. Several times across the 5 months I requested a manager to make contact - that never happened. The experience has led me from going from being a MB advocate to someone who will never, ever purchase another MB and just as importantly someone who wants to pass that message on - hence this review.

In the past few days, Mr Jeffrey Williams excelled in preparing and arranging the purchase of my A180. I could not have navigated the computerized logistics of my purchase without his invaluable help. He excelled in his professional manner and his staggering knowledge. Jeffrey Williams is a Credit to Mercedes-Benz.

I bought a 2021 Mercedes 43 GLC AMG coupe. When almost on full lock the front tyres crab! This means they don’t run true and scrabble on the road surface, thus wearing the front tyres out earlier than expected. This kind of problem happened on earlier GLC cars and due to a steering geometry problem caused by changing the car from LHD to RHD at the factory, Mercedes acknowledged the problem and sorted the problem out by a recall and a steering geometry amendment during manufacture. However, the more expensive GLC 43 and 63 AMG models were not touched. Leaving the owners, like myself to just live with this annoying problem. I find it absolutely unbelievable that a company like Mercedes can take this couldn’t care less attitude. I think it’s despicable and despite having purchased several new Mercedes in the past, I will never buy another Mercedes car and shall advertise this on as many social media sites as I am a member of.
Mercedes, you have been warned!!

THE WORST CUSTOMER SERVICE EVER!!! SEE HOW MANY TIMES THEY HAVE RESPONDED TO POOR REVIEWS! NEVER! THEY DON’T EVEN SEEM TO RESPOND TO GOOD REVIEWS. IS THERE ACTUALLY ANYBODY WORKING IN MERCEDES CUSTOMER SERVICE??

Tried to buy a Mercedes from their Stratford Upon Avon branch, Worcester, Coventry and now Cheltenham. All of them are obnoxious, rude and totally incompetent. Complained to Mercedes HQ and they are just as incompetent
Unbelievable when trying to purchase an almost £60k vehicle
It's nowonder nobody wants to buy a Mercedes anymore

Yousef was brilliant on handover day and made the experience much more pleasant and was very helpful with showing me the controls

Dave knight was brilliant though out the whole period and made the experience much easier than I thought.

Avoid Avoid Avoid Mercedes Benz extended warranty is a joke absolute nonsense and waste of money absolutely ridiculous I took my car for a service 3 weeks ago they noticed a oil leak on the engine which they advised me to get it done I had warranty they”said it should cover the cost as it supposed to cover all mechanical and electrical work after taking my car got a phone call from Nottingham Mercedes Benz branch saying the warranty won’t cover sealed or washers work it’s absolutely nonsense it should be classed as mechanical work it’s oil leak now I have to pay all the cost from my pocket despite having “EXTENDED WARRANTY” when I bought the warranty simply they lied to me they are dodgy it’s shame on such big company like Mercedes stealing from customers I am not happy at all if you really care about your customers here is my reg please do something about it my vehicle is still with you vo04ran I am not happy at all. I tried to talk to the warranty team no one wanted to help they all just repeated themselves like recorded machin same s**t same lies 😡😡😡😡😡😡😡😡😡😡 please be careful when buying such rubbish warranties waste of money 😡😡😡😡😡

Absolutely the worst customer experience for any product, anywhere, in my entire life. Went to my local dealer in SW London 2 months ago. Receptionist took my name and details, said a salesperson would be with me shortly. 45 minutes later I said I had to leave. Was told that sales would call me later that day. Nothing. Registered online, configured a car, requested a call-back. Nothing. I called the dealer and was told that all the sales people were busy but that I would be called within the day. Received a “how was your experience?” email. Gave my feedback and received the “we’ll pass your feedback to the dealer and arrange for them to contact you’’ response. Still nothing. Final attempt was to book a test drive online. Booked the slot and received the message that I would be contacted to confirm the booking. Nothing. Rang another dealer and was able to speak to a salesperson on the phone. I requested a quote for two options I had configured. 2 days later I got an email from another salesperson trying to sell me a secondhand car. Replied to him that I didn’t want a secondhand vehicle as it makes no sense on PCP, and to quote for the configurations I had requested. Heard nothing for a week and called the salesman. He said my email must have gone to the spam folder. Promised I would have the quotes within 2 days. That was 10 days ago, and no response. Website is a complete mess and no interest in serving potential customers. No wonder sales have fallen off a cliff. I’ve taken my new car purchase elsewhere.

My husband purchased extended warranty from Mercedes at significant expense. When the pipe delivering AdBlue to the engine (a long plastic pipe that ran the length of the car and behind the hot engine) failed after just 7 years and he was told by the dealership that replacement would involve lifting out the engine at great expense, he expected this would be covered by warranty. Not so it appears! In a clause that states that plastic items are consumables this pipe is excluded. My husband argued that either the issue was a design fault (whoever puts a plastic pipe behind a hot engine?) or a warranty issue but surely it wasn't his expense. Despite taking the matter to the highest level in Mercedes I'm afraid it was considered that it was his expense despite it being included in his previous warranty contract. The moral of the story is read the small print carefully and don't assume that warranty coverage stays the same from one contract to another. My husband won't be buying warranty from Mercedes again and he probably won't be buying another Mercedes either!

There once was a 'Mercedes of Basingstoke',
Who's aftercare service is quite the joke,
For buying a used car hasn't been smooth,
The word I dispute is the one saying 'Approved'.

A **MESSAGE OF WARNING** to customer folk,
If buying a used car make sure it's not broke,
Don't trust Mercedes, you should be cautious,
Take AA inspector to check it for us.

For if you drive off and something is wrong,
Even blinking obvious, they'll say it wasn't them,
Extra insurances you buy with the car,
Become invalid if the vehicle's under par.

Only 2 years old I thought it'd be ok,
'Used and Approved' is just a cliche,
Mercedes walked away when they should have put it right,
Be warned fellow customers, their absolute utter............Rubbish

GREAT SERVICE

Recently had to request a Euro 6 confirmation letter (letter of conformity). They only charged £35 and sent the item IMMEDIATELY. They also sent a nice message guiding me how to update my ULEZ status officially

Great customer service!!

Un trusted, un worthy, be very careful with them, they show chrges of 1 pound but when they get your card details you get charged 35 pounds.

4 star review very good service
But I didn't get my car washed as part of the service which was disappointing 😦

I have used these guys and got done for 5k, read the contract before you buy, and I will never ever buy a Mercedes again.

I recently purchased a new car from Mercedes-Benz of Cheshire Oaks and I couldn't be happier with my experience. From the moment I made my initial enquiry, the staff were incredibly welcoming and attentive. My salesperson, Rick Gunby, took the time to understand my needs and helped me find the perfect vehicle.

The entire process was smooth and transparent. I was walked through all the vehicle features, ensuring I felt comfortable and informed.

Rick even took the time to follow up after my purchase to ensure everything was going well with my new car.

Overall, I highly recommend Mercedes-Benz of Cheshire Oaks. Their excellent customer service and knowledgeable team made my experience enjoyable and stress-free. I'm thrilled with my new car and grateful for the fantastic service!

Disgraceful service received from Marshall Mercedes-Benz Southampton. Sprinter went in for x5 recalls. No updates or timescale received. Had to chase up. Only x4 recalls sorted and x1 required customer written consent but couldn't establish what the x1 outstanding recall was and no-one contacted us to explain and/or ask for written consent to proceed. Customer service manager and workshop manager wouldn't respond. Collected vehicle in frustration without resolve. Complained to head office who have also now gone silent. Now reported to Trading Standards. Two months later still nothing from Mercedes.

This company have completely lost it. After their main dealer ripped me off by charging me for a gearbox oil change and doing a recall neither of which they actually did any work after one year of messing about eventually replied that they weren’t there witnessing the work not been done. This was verified by another Mercedes dealer in Austria who didn’t believe I had had it done until I produced the invoice then declined to comment any further. They are actually criminal and the Central Mercedes office as far as I’m concerned is complicit. Custom loyalties of the good days of this brand is the only thing keeping them going but as time goes on people will realise this is just a big waste of your money and a third rate product. I am now enjoying Lexus with a 10 year guarantee and the nicest Dealer I have ever dealt with and will never ever ever buy a Mercedes as long as I live.
If anyone has any doubt us to the validity of this comment, I have the case numbers to prove and photographic evidence.