Daimler AG Reviews 26

My car has now been off the road for over a month, as Mercedes don't keep parts for a 2016 premium vehicle and don't have any in the UK or Germany.

I have been consistently disappointed by the customer service I've received from Mercedes Benz throughout ownership of the vehicle. From poor experience at dealerships to recently ordering a headlight as my car had failed it's MOT. Firstly, I don't expect headlight faults with a 2016 car, secondly, the complete unit is sealed, the whole thing has to be thrown away which seems a bad design. Thirdly, After MB wanted around £4k (for changing a headlight!), I went to an independent who quoted £1.7k. I've been very happy with the garage's service but Mercedes parts supply chain has failed and stalled the job. My car has been off the road for over a month, no headlights are available in either the UK or Germany. This seems like a parlous state of affairs that parts are not available for a six-year-old car within an acceptable time frame. This left me without my car over Christmas and New Year. The amount of time I have wasted on the phone to customer services in unreal. I have tried emailing their CEO out of desperation. No attempt made at amelioration or alternative approaches to the problem. It strikes me as a brand in crisis struggling that can't organise basic things. It has been a really frustrating, dispiriting experience. The assurances I get that things have been escalated are weak and no meaningful gestures have been made to try and resolve this problem. It's really taken the joy out of owning the car.
Prior to owning one, I held the Mercedes Benz brand in high esteem, however, having owned one, I would never buy a second. I have been very disappointed.

Mercedes-Benz really do appear to have lost it!! No-one appears to know what anyone else in the organization is doing these days.

I've had a C200 on a three-year lease which I have made clear that I intend to buy when it comes up at the end of September. But now (early August) I've to be contacted multiple times over a 48 hour period by BCA, a company trying to set a date for inspecting and returning my car?!?!?!!??

Lord knows how many times I've gone online and submitted my choice to buy the car, but doesn't seem to have an impact. They even sent me an early redemption offer that had already expired by the time I received it.

Over the previous few months I had been bombarded with a bewildering mix of new offers and finance quotes by both email and phone. I even set up an appointment, with the full intention of signing for a new car. They've shut the Chelsea branch so it had to be at Brentford (either that or Croydon now for South London). When I finally got there, Ryan was "busy". Left after 15 minutes thinking I'd had a lucky escape. No apologies, no follow up, nothing. Stupid really as I had the money but not the time.

Not a stylish experience and one that convinced me, at least, that Mercedes is not what it once was. And probably won't ever be again as the world goes electric!!

The First - The Best - The Real one !!!

VULCANO Domenico .

During Covid lockdown when the whole country is pulling together to help each other. Mercedes Benz Finance would not consider a lower payment during December Lockdown or a payment holiday.
Seriously. Only interested in collecting the cash, forget the huge problems we are all suffering with a halt on our recruitment & hospitality business. Not interested in the man on the street during unprecedented times.

RE Mercedes CEO & Brighton
Reply Louise Ts' review.

Your review is just confirmation to what I have gone through with this garage.

They may well have thought that you being a middle/late aged single woman then they could bully you into buying what they wanted to sell you which they did. No customer care at all, selfish staff, not thinking of you but their commission. You certainly saw their excellent customer service at its best.

They also deliberately act in this manner to the disabled customers that have already purchased off of them in the first place so they have already made a vast profit!

They will deliberately give you duff information and this garage is one of the best. I asked one of their staff about the battery/ies in the key fob used on my Mercedes. The reply I received was absolutely amazing and shows they do not care about their customers at all and will deliberately lie to and deceive them.

Much the same about the condition of your car tyre. Give you a load of bull as they did. They certainly NEVER gave a thought about your safety or even checked. A great excuse, it is cold! Too lazy to check at all. These cowboys should be sacked if this is the way they treat humans. Totally disrespectful.

I was told that the battery/ies was charged by a residual voltage when the key was plugged in?
Absolute load of rubbish, no such facility, no such thing exists. This is a stark reminder that if this garage gives you a load of bull about a key battery/ies then giving a load of bull about a car comes naturally.

The fact that they were going to bring a car down which was not even what you required just confirms that the £££ signs were showing to them and not the customers’ requirements at all. They could not be bothered to check the specifications at all.

I took my brand new car in for its’ first service, the disgusting condition it was in when I went to collect it. It was totally covered in dirt and filth and they were actually allowing me to take it away in that condition and shows they did not care at all. To show how bad it was it was even worse than any vehicle I drove round Stanley Airfield, in The Falkland Islands, where the roads were not even made up!!! When I enquired about it they said they cleaned another car next to it!!

I digressed. Being disabled which they were well aware of I decided to get a basic service done as I was going into hospital and the car was going to be garaged an put on SORN, which it still is. I went to collect the car and was surprised to find more than one person dealing with the matter. I was not allowed to take the car.

The posse was to bully me into paying excess of £500+ over and above what had already been agreed to. I recorded the initial agreement and still have it. At NO TIME did they ever ring me to discuss any additional charges as they would have been told NO NOT AUTHORISED AT ALL. Mercedes has caused me severe Mental anguish and distress.
Why would anyone pay any additional amount to put any car into storage and most certainly in my case when I was going into hospital. The latest is from Mercedes CEO that I have to produce identification to get information sent to me the owner at the registered address of mine. Unintelligent individuals again.

I have been onto the so called Mercedes Head office, CEO, to get information on my vehicle and spoke to two incompetent individuals who just read off NODDY lists. Once again lied to as to their position put onto a Rebecca Henry who is as good as the Mercedes standard, lied to me. I was supposed to get a call back on Saturday 29th February 2020 in the afternoon. An evil individual who deliberately added to the mental anguish that Mercedes was and is causing. Why contact them again? It was to get my car converted as I now have only one leg. I WISH I HAD NEVER EVER DEALT WITH MERCEDES.