Mercedes-Benz Reviews 

Having Mercedes extended warranty is a SCAM. After being a customer for 5 years them answer is that they don’t deal with warranty complaint department.

As an AMG owner of 8 years now, I am appalled by the declining customer service standards; the main point being the huge issues that Mercedes has created through system updates in trying to (what should be SIMPLY) manage and view your vehicle service history. Used to be straightforward to view your digital service record..now seems impossible. Missing service history from the app and online, customer services telling me dealers have not uploaded services to the system (Main Dealer, Marshall of Blackburn), and the car dashboard telling me the vehicle needs a different service to the one proposed to me online. Whoever is in charge of their digital systems needs firing, absolute shambles of an organisation. I'm pretty much done with the brand now because I am tired of draining time out of my day contacting them and going around in loops of stupidity - they should be paying customers if this much effort is required to make their systems work as expected. Premium brand, far, far from premium service.

Mercedes Benz Hemel Hempstead is the worst of UK dealerships. Misled with sale, lying about the car. Video sent before purchase hiding areas that had dents, scratches and faults. (see video attached). All came to light afterwards. (see photos).

Handed car over in the cover of darkness and rain at MB car park not inside lit up area. Kept dealership open after advertised hours to force sale.

After 23 years of dealing with MB and other premium dealerships, this has been the worst experience of deceit, nothing but a cowboy set up. Not responding to any emails or calls. Complaints logged with MB UK head office, Group 1 and CEO Oliver Reppert.

If you are considering buying a Mercedes-Benz because you expect a premium product backed by competent customer service, it may be worth thinking about that decision very carefully.
Our vehicle, a Mercedes-Benz GLC purchased from Vertu Motors under the Approved Used programme, developed two issues shortly after purchase:
• a windscreen crack starting from the lower corner with no impact damage,
• severe condensation inside the right headlamp.
Both are exactly the type of problems that the Approved Used warranty is supposed to deal with.
What followed was a remarkable demonstration of how the Mercedes-Benz dealer network actually works when something goes wrong.
Mercedes-Benz Cheshire Oaks
The car was left at the dealership for over seven hours.
Seven hours later the outcome was essentially nothing.
Their own inspection report confirmed no stone chips or impact damage on the windscreen, and that the headlamp would need to be removed for further inspection and a warranty submission.
And yet — nothing was progressed.
Mercedes-Benz Shrewsbury
Another visit.
Another six hours lost.
Eventually we were informed that no warranty claim had even been submitted to Mercedes-Benz UK following the first inspection.
So after two authorised dealerships, two full days of time wasted, and an Approved Used warranty that supposedly exists to protect customers, the car remained unrepaired.
Meanwhile Vertu Motors, the dealership that actually sold the car under the Approved Used programme, showed absolutely no interest in assisting or even responding to correspondence.
But the real highlight of the experience has been the interaction with Mercedes-Benz UK.
The main 🏆and 12 points go to a representative called Antonio, whose communication style can only be described as remarkable.
You ask a very specific question about a warranty claim — and receive a reply about something completely different.
In short: you ask about Yeryoma, and the answer arrives about Foma.
Even more impressive is the transparency of the customer service team.
They appear so confident in their position that when you politely ask for a surname, job title, or position within Mercedes-Benz UK, the communication tends to become… very quiet.
It seems that identifying who is actually responsible for decisions within Mercedes-Benz UK customer services is considered something of a luxury feature.
The most impressive part of the entire experience, however, is the complete absence of responsibility anywhere in the Mercedes network.
Everyone is very polite.
Everyone is very sympathetic.
And absolutely nothing happens.
The “premium brand experience” appears to end the moment the car is sold.
If this is the level of support customers can expect from Mercedes-Benz UK, Cheshire Oaks Mercedes-Benz, and Vertu Motors when a genuine defect appears on a recently purchased Approved Used vehicle, then prospective buyers may want to consider that very carefully before signing the purchase agreement.
A luxury badge is easy to print on a grille.
Delivering competent customer support apparently remains optional.

Love my new car, great price, great service from Alireza Soltani at Mercedes Stoke. Would recommend !

We purchased a new GLC 300e from Group 1 Mercedes Benz Derby. The experience from the beginning to collecting the car was beyond excellent. It’s our first Mercedes Benz vehicle and we have been amazed both with the professional and efficient communications from Mercedes Benz direct for the purchase of the vehicle and with the excellent service and attention we received from Group 1.
Philip Litchfield at Group 1 Mercedes Benz, Derby listened to what we wanted from the car and explained everything about the vehicle and the financing of the vehicle. Philip was extremely patient and also arranged 2 test drives to enable us to make our decision. Philip has made our purchase special and helped us through every step answering all our queries. We also appreciated that Philip responded promptly to any messages left. It is also important that I acknowledge the team who support the process and a big thank you to the team who prepared our car for collection. I will certainly be recommending Group 1 Mercedes Benz Derby to friends and family.

Interestingly when buying the car from Mercedes Hertford, the service couldn't have been more attentive, however 20 months on and 13,000 miles, when the leather glue has delaminated on the armrest Lee Taylor, the Sales Manager doesn't want to know. I use a Suffolk based Mercedes dealership which is local to me, via them, they have been in touch with Mercedes Hertford and Lee Taylor who seemly are not interested in rectifying the problem, SO, the moral of the buying story is, they want your money but don't want to help when needed. This is a GLE 53 with 13,000 miles! BUYERS BEWARE OF BUYING THROUGH MERCEDES HERTFORD, IF IT GOES WRONG THEY WON'T HELP

I gave my fully working car to Mercedes without any oil leaks but I got it back as a damaged car with a massive oil leak. They still haven’t sorted my car and it’s been more than 2weeks that I am left with no car and no information as to what’s going on.

Brand New Mercedes-Benz EQB 250+ Failed on Day One – No Support, No Courtesy Car, Salary Still Deducted

I ordered a brand-new Mercedes-Benz EQB 250+ through NHS Fleet scheme and Athlon Mobility Lease Ltd. in November 2025, delivered on 30 January 2026. On the very first day of driving, after approximately 70 miles, the fully charged battery (showing around 320 miles of range) completely drained without warning.

The vehicle became totally inoperable. I could not change gear, the doors locked, and a message appeared stating:
“Consult workshop without changing the transmission position.”

The car has been with the Mercedes dealer since the second day after delivery. Despite this:

Salary deductions have continued.

No courtesy vehicle has been provided.

Communication from both NHS Fleet and Athlon Mobility Lease Ltd has been poor and unsupportive.

There has been no urgency shown despite clear safety concerns.

I issued a formal 14-day notice to both parties requesting rejection of the vehicle. I received no meaningful response. After informing NHS Payroll about the ongoing salary deductions for a vehicle I cannot use, I then received what felt like a threatening letter from NHS Fleet customer service stating that I cannot reject the vehicle, even if faulty.

They stated that because the scheme is administered through my employer, it is considered an unregulated arrangement by the Financial Conduct Authority (FCA) and therefore does not fall under the Consumer Rights Act 2015 or FCA protections.

To summarise:

• A brand-new vehicle failed dangerously on day one.
• The fault has been verified and the vehicle has remained at the dealer since.
• I have had no courtesy car.
• My salary continues to be deducted.
• My formal notice has been dismissed.
• I have been told I have no consumer protection rights.

This experience has been deeply stressful and completely unacceptable. For a scheme designed to support NHS staff, the lack of accountability, empathy, and practical support is shocking.

I would strongly urge NHS Fleet and Athlon Mobility Lease Ltd to review both their safety procedures and their treatment of customers.

Shocking customer care at Ipswich Mercedes I was told it could take 7 days to get back to me.
They totally avoid your questions or give vague answers.
Ignoring Mercedes which ever comes first mileage or age of vehicle to save money on service contracts.
Prices on parts and labour are ridiculously high for vehicles that are far from reliable.
I love my Mercedes waited until I was 62 when I could afford one now have nightmares about paying for parts failures.

Mr Habib Idris ..
What an asset !
Absolutely fantastic service from Habib , kept me updated with all the goings on and also complimented me with a courtesy car .
Mr " AMG " should be very proud of this young man in the manner in which he conducts himself.
A PROMOTION is definitely on the cards .
Will definitely be using Marshalls Mercedes Blackburn again .
Brilliant works guys 👏

I bought an approved used GLE 450 one month ago. From day one the Mercedes app which all dealers rave about target their centres to register their customers.

I have speaking to the morons in the digital team who are about as much use as a melted bar of chocolate. You feel like you are speaking to a receptionist taking messages from someone who is avoiding you.

I have owned many premium vehicles over the years. Never once have I ever felt so let down. You contact the so called digital team, you might as well speak to a brick wall. They are absolutely useless.

They keep referring to their so called technical experts. What a shambles. One month I have been waiting with no end in sight.

In future I highly recommend anyone looking to
buy a premium vehicle avoid the three pointed star. BMW and Audi are far less likely to let you down. My previous 7 series never once failed me as did the X5 and 5 series prior to that. I have owned this car for one month and am truly regretting parting with my previous BMW.

Dealer support is also non existent. I had an issue with my vehicle everyone was shrugging their shoulders no interest in helping whatsoever.

I contacted Mercedes customer support regarding an unexpected chime in my 2024 EQA’s MBUX system — something that should be straightforward to diagnose or at least discuss over the phone. Unfortunately, the helpline was unable to provide any meaningful assistance. Instead, I was told to visit a local dealership and pay an investigation fee just to have someone look at what is clearly a software or settings issue.
For a brand positioned as premium, this was a surprisingly poor experience. Being asked to pay before anyone even attempts basic troubleshooting is unreasonable, especially when the issue is not mechanical or safety‑critical. I expected better guidance, or at the very least an attempt to walk through the available MBUX settings before pushing me to a paid appointment.
Overall, very disappointing support for what should have been a simple query.

Shocking customer service. I have been contacted for a need to take my car in for manufacturing safety faults. They will take a day to sort. And they refuse to provide a complementary car. Want to charge me £45. Taken over a month to get a response from the Mercedes Head office, no change in their position. They dont take safety seriously and put barriers up to get their own faults sorted. This is for a very expensive car I bought from a Mercedes dealership. It will be the last Mercedes I ever buy.

Wow, what can I say about MB. Always thought they were a premium manufacturer of cars that looked after their customers. How wrong could I have been. Bought a brand new £50k MB AMG A35 Prem Plus. After 4.5 months and ~5k miles, on acceleration, the car appeared to go into neutral and smash the rev counter, and quickly came to a halt. Fortunately, I was not travelling at high speed or on a busy motorway, as things could have been much different. After the incident, I complained to MB Finance as I part-bought the car via finance, and moved to reject the car due to such a serious fault. The dealer took the car immediately but could not reproduce the fault so they did blind updates to the software and did a very short test drive. MB Finance deemed this to be their repair attempt even though I challenged that they couldn't create the fault, nor prove the fault now didn't exist but they stuck to their guns. They said if it happens again (assuming I'm not dead, that's my words), then I can try and reject again. I couldn't believe this with such a safety-critical fault. I dont think MB FInance even looked at all the material I sent between myself and the dealership. So, I then submitted this to the Financial Ombudsman, and lo and behold, they sided with MB Finance. I see recently, there are reports that the FOS are no longer independent and generally never side with the consumer, particularly with large value items. Then, I emailed the directors of MB UK to raise their awareness of this safety-critical fault and the rejection case. I received an email from the CEO Office to say they don't get involved with rejection claims. I replied that I appreciate that, however, I thought they may have a view on such a serious safety-critical fault with their cars (and since then I have found at least 5 other people with the same issue in their cars, all manufactured in the last 2 years). Silence............I never received a reply. I am sure that at some point in the future, when a fatality occurs, this will all come to light on this major defect with their gearboxes. I am still progressing through the FOS as requested escalation to the ombudsman. I'm not holding out any hope though. Then I need to consider what my next steps against them will be. Avoid this manufacturer at all costs; your life may very well depend on it. I haven't even mentioned that the dealer in the 4.5 months that they have had the car has left it to rot on their forecourt, as I am continually receiving Critical Battery Level alerts on the MB app, which on researching, I believe can cause all sorts of other major issues with the engine and require a new battery. No "care" in this custody of care situation, I think. It was only £50k so why should they care!

We purchased our car from Mercedes Benz in Hemel Hempstead and we can’t praise them enough! We deal with Shanice initially and she was on the ball with everything, so helpful and knowledgeable and always on the other end of the phone when we had any questions. The handover was completed with Sebastian and agin he was super helpful and really knew his stuff! Would recommend them both to anyone looking to buy a Mercedes.
Thank you again 😊

I have always been fond of Mercedes up to the point where they started treating me very badly. I now advocate friends and family to stay well away from them.
When I bought my 1st Mercedes I was told that I would now not need a service book ever again as all was digitally kept. I would not need to keep any paperwork as all was kept for me by Mercedes. Oh man do I regret this. Mercedes was not able to keep track of all my services even though these were all done at main dealers. They just have not done it. Now that I wanted to sell the car with a full service history they were not able to present me with the documentation. What a disappointment, really Mercedes? Never again. To add insult to injury they charged me £48 to cancel my maintenance plan. No wonder it's a mess at their end it must take them hours to find records, hence the cost to do anything at their end.

Car has broke down twice now, 5 months from new. Going to exercise my rights to take it back.

Do not buy Mercedes

It's so easy to complain!
For every x100 positive reviews you only need x1 to undo everything!
From the get go I have no loyalty to any company but will praise or call out respectively performances objectively.
Everything was good, professional ,courteous and am struggling to find weaknesses.
Kudos to Loughton Mercedes.
Please extend my kind regards to any member of staff I've forgotten to mention.

Dr.S.Palmer

My experience with Mercedes-Benz customer service in the UK has been extremely poor.
Within a year of purchase and while still under full manufacturer warranty, two Mercedes-Benz vehicles I purchased in succession developed serious safety-related faults. The second vehicle suffered a major ABS/ECU safety failure barely a month after its first service, rendering it undriveable.
For months, despite numerous emails to Mercedes-Benz customer services explaining that the vehicle was unsafe and unusable, there was no effective intervention, no coordination with the dealer network, and no practical support. I was repeatedly passed between the dealership, Mercedes-Benz UK, and Mercedes-Benz Finance while the vehicle remained unusable.
During this time, I continued paying finance, insurance, and transport costs, relying on taxis and public transport to meet work commitments. The lack of urgency, ownership, and accountability once a serious safety issue arose has been deeply concerning.
Months later, I am still dealing with the consequences and feel seriously let down by Mercedes-Benz customer service. For a vehicle costing over £40,000, this level of aftersales care is unacceptable and not what one would expect from a premium manufacturer.