brokenyute
New Member
Please see below my review of Mercedes Basingstoke. This is not a witch hunt but instead to educate others of the problems I have faced and to ensure you do not get caught out like me. Everything can be backed up with evidence.
Service was great at the outset when purchasing the car. Salesman was patient and considerate.
However, the after sales service has been absolutely horrendous (salesperson largely deals with this). Avoid like the plague.
On purchasing the car it was agreed that the service would be completed, the damage on the rear quarter be fixed and the scratches on the interior be fixed.
Over correspondence, I was told this work had been completed before delivery. However, on delivery I was shocked to see that it hadn't! I was lied to. Service had not been done. Damage on the rear quarter was still there. Dirt marks on the rear of the drivers seat. Deep scratches on the centre console as if they had let a cat loose in there. And to top it off a massive stain on the passenger seat. All these issues were raised immediately on delivery and was told they would be rectified by three different individuals at any cost.
At the end of December the car was booked in to look at a potential battery issue and correction of the other issues highlighted. Whilst Mercedes looked at the battery issue (covered under warranty) they outright refused to correct the other issues. Appalling.
I then proceeded to write a one star review on google, which was forwarded to the branch manager. After seeing this review and forwarding all of the correspondence i.e proof, Mercedes Basingstoke told me that they would do the work if I took the review down. I reluctantly agreed to this as I felt cornered and had no other option to correct the issues despite the representations made prior to buying the car.
10 days later I went to pick up the car. The work on the interior had been done and the paintwork fixed to a satisfactory level. However, they tried to do a 'bodge' job on the rear bumper and the scuffed bumper remained. And there were more marks on tbe bumper (although these were quickly removed)! Mercedes then agreed to fix this issue when the car was due in for a service in Feb (the service which should have already been done).
The car was taken to be serviced and the bumper replaced. I spoke to the salesman confirming if everything had been sorted and if it would definitely be done. He assured me it would be.
SHOCK. The car was returned but the work on the bumper had not been done. MORE LIES! Service team told me they ordered the wrong part. Salesman told me they did not even order the part. Which is true? The car is now booked in again.
3 months. 3 months. 3 months and still all the issues have not been resolved!
The carsalesman then had the nerve to say if we top up your tank when we replace the rear bumper will you not raise any complaints.....
Is this the standard of business? Should there be more 1 star reviews on here? There is a pattern of behaviour here...
I believe the Mercedes Benz slogan is - the best or nothing. I have certainly experienced the latter.
*Update*
The car was taken back to Mercedes for the trim to be replaced. The trim was replaced, however they returned the car with damaged paintwork. They left scratches and scuffs the size of my hand on the paintwork!
You couldn't make it up.
You have been warned!
Service was great at the outset when purchasing the car. Salesman was patient and considerate.
However, the after sales service has been absolutely horrendous (salesperson largely deals with this). Avoid like the plague.
On purchasing the car it was agreed that the service would be completed, the damage on the rear quarter be fixed and the scratches on the interior be fixed.
Over correspondence, I was told this work had been completed before delivery. However, on delivery I was shocked to see that it hadn't! I was lied to. Service had not been done. Damage on the rear quarter was still there. Dirt marks on the rear of the drivers seat. Deep scratches on the centre console as if they had let a cat loose in there. And to top it off a massive stain on the passenger seat. All these issues were raised immediately on delivery and was told they would be rectified by three different individuals at any cost.
At the end of December the car was booked in to look at a potential battery issue and correction of the other issues highlighted. Whilst Mercedes looked at the battery issue (covered under warranty) they outright refused to correct the other issues. Appalling.
I then proceeded to write a one star review on google, which was forwarded to the branch manager. After seeing this review and forwarding all of the correspondence i.e proof, Mercedes Basingstoke told me that they would do the work if I took the review down. I reluctantly agreed to this as I felt cornered and had no other option to correct the issues despite the representations made prior to buying the car.
10 days later I went to pick up the car. The work on the interior had been done and the paintwork fixed to a satisfactory level. However, they tried to do a 'bodge' job on the rear bumper and the scuffed bumper remained. And there were more marks on tbe bumper (although these were quickly removed)! Mercedes then agreed to fix this issue when the car was due in for a service in Feb (the service which should have already been done).
The car was taken to be serviced and the bumper replaced. I spoke to the salesman confirming if everything had been sorted and if it would definitely be done. He assured me it would be.
SHOCK. The car was returned but the work on the bumper had not been done. MORE LIES! Service team told me they ordered the wrong part. Salesman told me they did not even order the part. Which is true? The car is now booked in again.
3 months. 3 months. 3 months and still all the issues have not been resolved!
The carsalesman then had the nerve to say if we top up your tank when we replace the rear bumper will you not raise any complaints.....
Is this the standard of business? Should there be more 1 star reviews on here? There is a pattern of behaviour here...
I believe the Mercedes Benz slogan is - the best or nothing. I have certainly experienced the latter.
*Update*
The car was taken back to Mercedes for the trim to be replaced. The trim was replaced, however they returned the car with damaged paintwork. They left scratches and scuffs the size of my hand on the paintwork!
You couldn't make it up.
You have been warned!
