Complaint - Park royal branch

[ajayjain]

Hi
I need to make a complaint, what can i do

I had paid full amount for the car, had few visits in the branch
insurance was arranged, on the delivery date they refused to deliver
(car got some problems, not available for sale now)
no compensation and no other car offer,
they said refund will take few days.

We were buying Mercedes first time, driving Mercedes was like a dream come true


Anyone can help please ???

 

[martyz]

Speak directly to the dealer principal,assuming this is a MB dealer,contact MB UK if they can't resolve the problem to your satisfaction.

 

[Kris-H]

Go and speak to the Manager or Dealer Principle at the Branch to voice your concerns and ask them to explain what the problem was.

 

[markjay]

Mercedes Benz make good cars, but unfortunately the dealer network is (mostly) unhelpful to say the least.

I believe that MB Park Royal is one of the dealerships owned by MB UK, so you can try complaining to them.

It is very poor customer service indeed, but you need to consider what it is that you want from them now. The car you wanted is clearly not in marketable condition so can't be sold (and you should probably be happy you did not end up buying it...), and they have no other suitable car.

Yes they have inconvenienced you and should have offered some sort of good will gesture, but in real terms what demonstrable loss did you incur?

I suggest you put this bad experience behind you.

Someone will surely come along shortly with recommendation of a good MB dealer where you might want to try again.

 

[Rory]

That all sounds pretty odd, even for Mercedes.

 

[DSB SL AMG]

If you get no were with dealer Principle...MB UK customer services info link...

Mercedes-Benz UK - About Mercedes-Benz - About us

 

[Charles Morgan]

Well, the MB motto is the best or nothing, and they certainly delivered the nothing bit.

It is unacceptable that they should hold on to your money having failed to supply you with the car - you should ask to see the Dealer Principal as soon as possible. MB Park Royal is an MB direct operation, complain to Milton Keynes.

However, there are many other places that sell cars - if someone let me down like that they never ever get any business from me at all.

 

[grober]

New car or second hand? How did you pay debit card -cash- cheque??

 

[doughboy]

What's this "dealer principal" thing? Like they are some sort of kind & helpful person?

In my personal (perhaps tarnished) experience, they are just senior / experienced car salesmen (ie. well versed & practised greedy liars who will tell you anything) who wish only to protect the interests of the firm and their pocket.

Lesson 1 - don't pay first!

We bought a 6 month old car recently, (sorry, but it was a mini countryman from a BMW dealer 200 miles away) on the premise we paid nothing until delivery to our house, they brought the wireless / GSM Credit Card machine with them and we paid at our house when all was in order.

 

[John Jones Jr]

no other car offer,

As you say they are by nature a greedy bunch & it's rather strange they didn't try to put you into another car. I really think there's more to this than meets the eye, maybe there is something you are totally unaware of?

 

[A-AvantGarde]

As you say they are by nature a greedy bunch & it's rather strange they didn't try to put you into another car. I really think there's more to this than meets the eye, maybe there is something you are totally unaware of?

+1 something may have come to light with the vehicle, e.g. major damage etc?

Hope you get a prompt resolution to this - they should certainly transfer the money back to you ASAP even if it costs them to do so!

 

[ajayjain]

Park royal branch

I did make a complaint to MD and others in Milton keynes
email was forwarded to branch, branch manager called me.

I do understand car had some problems and i was lucky i did not get that car.

Looks like they got upset becuase i sent email to few top people
I enquire another car (which i see online) over the phone with branch manager & salesman but they are not taking me seriously, either they are busy or just ignoring me.

 

[219]

If you had arranged insurance on the strength of their acceptance of your order and promised delivery of the car , then you may be out of pocket for the policy which was started and then cancelled , through no fault of either yourself or the insurer - do make sure that the car dealer reimburses any costs such as this that you may have incurred .

Had you sold another vehicle that the new car was due to replace , you might even be due a courtesy car or hire vehicle ( if you are now without transport as a result of this and need a vehicle ) while they source a replacement for the vehicle they entered into a contract , and were paid , to supply .

 

[brucemillar]

I did make a complaint to MD and others in Milton keynes
email was forwarded to branch, branch manager called me.

I do understand car had some problems and i was lucky i did not get that car.

Looks like they got upset becuase i sent email to few top people
I enquire another car (which i see online) over the phone with branch manager & salesman but they are not taking me seriously, either they are busy or just ignoring me.

Go back to MB in Milton Keynes and ask them if they can let you have the secret code that allows you to buy a car from Mercedes. Explain to them that your current code is obviously not working as Park Royal will not deal with you.

For me I would have them sacked. There are people crying out for work who would give anything for a chance to work in a dealership like Park Royal.

It is absolutely contemptuous that Park Royal have staff that are simply lazy and can't be bothered to help you. Obviously overpaid uneducated and ill mannered.

 

[Charles Morgan]

What's this "dealer principal" thing? Like they are some sort of kind & helpful person?

In my personal (perhaps tarnished) experience, they are just senior / experienced car salesmen (ie. well versed & practised greedy liars who will tell you anything) who wish only to protect the interests of the firm and their pocket.

He is the person with whom the buck stops. They may well be as you described, but until you deal with them you can have any number of layers in the middle washing their hands of a problem. If the dealer principal does the same then at least you know to stop wasting your time.

Which it looks like the poster is doing - if they won't deal with you, move on. Life is too short.

 

[Rory]

For me I would have them sacked. There are people crying out for work who would give anything for a chance to work in a dealership like Park Royal.

It is absolutely contemptuous that Park Royal have staff that are simply lazy and can't be bothered to help you. Obviously overpaid uneducated and ill mannered.

In a discussion about car sales people on another forum, a former Mercedes dealer salesman said they're much better paid than other similar (and lesser) marques and with the heavily discounted finance offers etc the cars generally sell themselves so even the worst Mercedes sales people make a decent living.

I have to say that explained a lot to me based on my experiences.

 

[ajayjain]

I found another issue, Currently they have some offer for £500/- for petrol voucher or £750/- contribution etc. which is expiring today and now I will not get that offer.
I called another branch salesman said if you buy that car today from him he can get the offer only for today as year close but my money has not come back in my bank so i can't pay....and i will not get this offer next week.

 

[Charles Morgan]

I did make a complaint to MD and others in Milton keynes
email was forwarded to branch, branch manager called me.

I do understand car had some problems and i was lucky i did not get that car.

Looks like they got upset becuase i sent email to few top people
I enquire another car (which i see online) over the phone with branch manager & salesman but they are not taking me seriously, either they are busy or just ignoring me.

Move on. If you've got your money back, go elsewhere, life is too short.

 

[baxlin]

Mmmm. MB Milton Keynes.....

I went there a few months ago to discuss a new C220 (admittedly to lease not buy), and had a bit of a grilling - full factfind of my details - so they seemed to take it seriously. I was give a verbal "ballpark figure", which was a tad higher than elsewhere, but worth considering, as they expressed an interest in p/exing my Saab Convertible. They had a good look round the vert, but the p/ex decision maker wasn't available just then.

So I asked them to put the exact lease figures in writing to me, with a part ex offer on the Saab.

I'm still waiting, even after having chased them.

Not to worry, I got a better deal from First Call leasing, and sold the Saab to another Saab forum member for more than I'd been offered P/ex elsewhere.

No cause for me to moan, but it doesn't reflect too well on the MK dealership.

 

[219]

I found another issue, Currently they have some offer for £500/- for petrol voucher or £750/- contribution etc. which is expiring today and now I will not get that offer.
I called another branch salesman said if you buy that car today from him he can get the offer only for today as year close but my money has not come back in my bank so i can't pay....and i will not get this offer next week.

I would interpret that as a consequential loss arising out of the first dealer's tardiness ( no I didn't say turdiness ) and that you could recover that from them in the small claims court if they don't play ball .