Mercland has the worst customer service

[tsourorf]

To clarify:
I paid in full 1/9/23. An agreement was made in writing for issues I spotted during viewing of the car (I went for a test drive) to be fixed.
Car was delivered 15/9/23 with only a couple of issues fixed out of a list of more than 15 points (I can provide the whole list if you like). Immediate dissapointment on my end as all that was promised was not done in the 15 days they had.
I was happy they told me they would take the car back to fix them and a few more that I realized after driving the car a bit (like, rear left suspension gone).
Driver picked up car 3/10/23 and left me a mazda 6 that was a heavy smoker's car. I asked for a courtecy car because this GLC was the 'family' car. I could never use the mazda and put my kids in it!
The GLC stayed in Mercland for 1 month (delivered back to me 2/11/23). Not only did they fix just a few more of the issues... the engine light was now on!
At that point, Jay took over the email exchange from one of the employees and started being aggressive with me saying that I expect a new car but I bought a used one. Yes, I know I bought a used one. Not a broken one though! And, if he didn't want to fix the issues I mentioned in the first place, why did he agree to do so?
The time I lost taking the car back and forth to garages is the least... I had to cancel 2 family trips because the car was not ready. I wasn't sure what the next problem would be and on top of that, I was being accused from Mercland's director! I was extremely patient with them and their lies.
Please tell me, all you that say my title is unfair to Mercland... which other Mercedes specialist has a very specific list of mostly cosmetic issues to fix on a car and doesn't do so within 45 days?
Also, to set things straight, the guideline to replace both NOx sensors does not come from Halfords. I cross-checked with another Mercedes specialist (in Southampton) and with Mercedes Poole (the closest dealership for me) and they both said exactly the same thing. But, Mercland decided that they know better.
So, no, I don't think I am being unfair with the title. If Mercland has any proof that I'm stating something wrong, can always come post here their side of the story. I still have all the photos and emails to back my story.

 

[Bobby Dazzler]

I’m sorry to hear you’re not happy with the car and the experience. I’m glad to hear it’s resolved now and I hope that you can put it behind you and move on.

On the same issue, Mercedes guidelines say (you can easily verify that) that, if one of the NOx sensors is reported as faulty, both of them need to be replaced. The quote for that was about £900 as each sensor costs about £410. Mercland specifically decided and directed me to replace only the upstream NOx sensor to save money, against the manufacturer's guidelines.

Mercedes also advise that many other things like brake parts, xenon capsules and suspension springs and dampers should be replaced in pairs too.

However Mercedes-Benz routinely replace in the singular in the event of a warranty claim, dealer funded repair, or goodwill repair. Ideally in pairs but not mandatory.

Whilst having a courtesy car which smells of cigarette smoke is not ideal, I would say that having one is exceptional in the circumstances you have described.

I know someone whose almost new flagship model was at the main dealer for 5 months because there was an issue which they couldn’t diagnose/ - no courtesy car.

 

[tsourorf]

I’m sorry to hear you’re not happy with the car and the experience. I’m glad to hear it’s resolved now and I hope that you can put it behind you and move on.



Mercedes also advise that many other things like brake parts, xenon capsules and suspension springs and dampers should be replaced in pairs too.

However Mercedes-Benz routinely replace in the singular in the event of a warranty claim, dealer funded repair, or goodwill repair. Ideally in pairs but not mandatory.

Whilst having a courtesy car which smells of cigarette smoke is not ideal, I would say that having one is exceptional in the circumstances you have described.

I know someone whose almost new flagship model was at the main dealer for 5 months because there was an issue which they couldn’t diagnose/ - no courtesy car.

So, in your opinion, I should be thanking Mercland for making my life miserable, just because someone else out there has had a worse experience than me?
To me, this is unacceptable! What good is a courtecy car that you cannot use? All that time that I was expecting the car to be fixed, I was paying for insurance and finance interest. Of course, that is not Mercland's fault or concern... but, understanding that your customer is having issues because of your actions or the lack of, is good customer service!
This was not my first car and not even my first Mercedes! It certainly was the last car I ever got from Mercland though!

 

[Dryce]

So, no, I don't think I am being unfair with the title.

I've made it clear as to why lose the argument on this because of the courtesy car, the distance, the attempt at remedy, the potential issue of first/second and 30 days, and the fact there was a settlement.

I also understand why you are upset.

But from what you've written and from what I've seen experienced - you bought a 9 year old complicated car - the purchase failed - you got a settlement. There are worse outcomes.

 

[tsourorf]

I've made it clear as to why lose the argument on this because of the courtesy car, the distance, the attempt at remedy, the potential issue of first/second and 30 days, and the fact there was a settlement.

I also understand why you are upset.

But from what you've written and from what I've seen experienced - you bought a 9 year old complicated car - the purchase failed - you got a settlement. There are worse outcomes.

Thank you for understanding.
However, let me also state that I lost several hours/days of my personal time (and, even work time) because of their actions. My stress has reached a new level as I kept paying my monthly payments but still didn't have a working car. I've returned the car with almost brand new tyres (minus my mileage) and I was asked to pay on top at the end. If it wasn't Carmoola to absorb half of the mileage cost, I wouldn't have agreed to Jay's terms.
In the end, Mercland got the car back to sell again (which they did and I regret not warning the potential buyers for the faults the car has). So, Mercland actually made a profit from this car in my opinion and I lost both money and, more importantly, my serenity.

 

[Bobby Dazzler]

So, in your opinion, I should be thanking Mercland for making my life miserable, just because someone else out there has had a worse experience than me?
To me, this is unacceptable! What good is a courtecy car that you cannot use? All that time that I was expecting the car to be fixed, I was paying for insurance and finance interest. Of course, that is not Mercland's fault or concern... but, understanding that your customer is having issues because of your actions or the lack of, is good customer service!
This was not my first car and not even my first Mercedes! It certainly was the last car I ever got from Mercland though!

Thank you for understanding.
However, let me also state that I lost several hours/days of my personal time (and, even work time) because of their actions. My stress has reached a new level as I kept paying my monthly payments but still didn't have a working car. I've returned the car with almost brand new tyres (minus my mileage) and I was asked to pay on top at the end. If it wasn't Carmoola to absorb half of the mileage cost, I wouldn't have agreed to Jay's terms.
In the end, Mercland got the car back to sell again (which they did and I regret not warning the potential buyers for the faults the car has). So, Mercland actually made a profit from this car in my opinion and I lost both money and, more importantly, my serenity.

Onwards and upwards. How’s the at you’ve replaced it with?

 

[Dryce]

So, in your opinion, I should be thanking Mercland for making my life miserable, just because someone else out there has had a worse experience than me?
To me, this is unacceptable! What good is a courtecy car that you cannot use? All that time that I was expecting the car to be fixed, I was paying for insurance and finance interest. Of course, that is not Mercland's fault or concern... but, understanding that your customer is having issues because of your actions or the lack of, is good customer service!
This was not my first car and not even my first Mercedes! It certainly was the last car I ever got from Mercland though!

The emotion and reaction are natural - and when a significant purchase of any product goes wrong it's a miserable experience. Dealing with a used car at a distance further complicates things.

Put this into context - do you think you would have been offered a courtesy car from other independent dealers on a 9 year old used car? The car provided may not have met your standards (and yes it sucks if it was ex-smokers) but that wasn't terrible service. Moreover this was done at a distance.

What has happened is that you bought a 9 year old car that developed significant faults - the first of which occurred within the 30 day period despite being remedied you managed to get the vendor to settle on taking back the car after there was a subsequent fault after the 30 day period.

Having gone through the hassle and disappointment returning the car and getting what was probably - in the circumstances - a reasonable settlement is a good outcome.

A non-reputable vendor would have pulled down the shutters and said "see you in court". If your finance company didn't back you on a 100% refund then that says what they *actually* thought of your prospects - and much as you might think they were on your side they would have been trying to get a settlement hat got *them* off the hook because if it was a HP agreement your case would have been against them.

So the hyperbole of worst dealer and unacceptable simply don't appear to apply.

 

[Dryce]

. I've returned the car with almost brand new tyres (minus my mileage) and I was asked to pay on top at the end. If it wasn't Carmoola to absorb half of the mileage cost

Out of interest - what was the mileage ?

So, Mercland actually made a profit from this car in my opinion

I think if you are looking at trading time/effort they probably haven't. It might feel that way but with a business costs can be quite interesting.

Did you publish the registration with this in mind?

 

[tsourorf]

Onwards and upwards. How’s the at you’ve replaced it with?

I've actually stretched my budget and went for a Volvo XC90. I'm picking it up this Saturday from the dealer and using Carmoola once again as they have really been amazing towards me with excellent system in place and exceptional customer support!

 

[Skd884]

I've actually stretched my budget and went for a Volvo XC90. I'm picking it up this Saturday from the dealer and using Carmoola once again as they have really been amazing towards me with excellent system in place and exceptional customer support!

A family member has one it's noisy and the stiff ride is horrid, good luck with that tank and let's pray for the dealer that it's better than a new one and inch perfect !!!

 

[tsourorf]

Out of interest - what was the mileage ?


I think if you are looking at trading time/effort they probably haven't. It might feel that way but with a business costs can be quite interesting.

Did you publish the registration with this in mind?

I have it noted somewhere... can't remember exactly right now but it was something between 2000 and 2500. About 1200 was before the first engine light (went on a trip to France), so, didn't know what was coming to me yet. Another 500 approximately was going back and forth to Mercland and other garages.

You are right, I don't know the exact business costs... but, given the fact that I paid £18790 in the first place, the amount that was agreed for the return was about £1300 and Mercland sold it close to £18000 (I think it was just under that), I strongly believe they made a profit eventually. Of course, I'm not against businesses to make profit... just not on my expense in such a way.

I published the registration with the hope that the current owner might see it and check the parts that I know are faulty on the car before it's too late. No intention of revenge if you mean that. I couldn't care less about that! My reviews on anything (cars, hotels, airlines, etc) are always with future customers in mind.

 

[Dryce]

A family member has one it's noisy and the stiff ride is horrid, good luck with that tank and let's pray for the dealer that it's better than a new one and inch perfect !!!

Ouch.

You're being harsh - both on the XC90 and the situation the OP has been in!

 

[tsourorf]

A family member has one it's noisy and the stiff ride is horrid, good luck with that tank and let's pray for the dealer that it's better than a new one and inch perfect !!!

I took it on a test drive and it actually wasn't as noisy as the GLC. Ride-wise, again, I thought it was alright... but I guess I'll see how that goes after a few miles.
It really is a tank! Even with all 7 seats up, it almost has the same boot volume as the GLC!

 

[Dryce]

I have it noted somewhere... can't remember exactly right now but it was something between 2000 and 2500. About 1200 was before the first engine light (went on a trip to France), so, didn't know what was coming to me yet. Another 500 approximately was going back and forth to Mercland and other garages.

So actually the milage had been quite high - particularly for the time you actually had the car (which was obviously limited by the time you didn't have it.

As you discovered this is the sort of thing that complicates unwinding a situation.

Thanks for being candid.

 

[Dryce]

I took it on a test drive and it actually wasn't as noisy as the GLC. Ride-wise, again, I thought it was alright... but I guess I'll see how that goes after a few miles.
It really is a tank! Even with all 7 seats up, it almost has the same boot volume as the GLC!

I would observe that it depends on wheels and tyre profiles fitted.

I can't recall ever seeing a GLC that has not had a relatively large rims and lower profile tyres fitted - whereas XC90 tends to be more ..... "sensible".

The people I know who buy larger Volvos tend to stick with the brand.

 

[ALFAitalia]

Consumer right say that the dealer has one chance to rectify the issue and, legally, I had to give them that chance.

It doesnt and you didn't have to....

I rejected a faulty EOS bought for my wife after 10 days with 4 or 5 minor and one, imo, bigger one....faulty roof mechanism. I did not give them a chance to fix it as I was under no legal obligation to. I took it back and got a full refund. Unfortunately they would not let me have her unsold PX back... as is their right... so she was without a car until we found another... the A Class she drives now.

From the CRA 2015

If your new or used car has a significant fault that was present when you bought it (as opposed to developing afterwards), you can reject the car within the first 30 days and get a full refund.

You do not have to accept a repair or replacement vehicle (although you can if you want to).

 

[Doodle]

Jay sold me my 211 estate about back in 2011, and on my recommendation I took a friend to buy a W204 from them a couple of years ago.

In comparison to when I bought the 211, the impression I got is that Jay perhaps isn't around as much as he used to be, and things have been allowed to slide a little as result. The car was good but it took 3 weeks to sort the couple of minor jobs ready for collection, and in the end it felt I could have been buying from any independent dealer rather than somewhere known. I'd absolutely still do business with them for the right car, but some of the magic is definitely gone.

 

[Steveml63]

Hi,
For me - the biggest takeaway from this buyer’s experience is that they should not have taken delivery of the car with the identified faults still present.
They should have only accepted the car with all the identified faults fully fixed and confirmed.
The problem is that buyers are impatient to get into their “new” to them wheels and this makes them compromise on what they will accept.
This is worse if they have already sold their previous car.
Cheers
Steve

 

[philnewmerc]

So actually the milage had been quite high - particularly for the time you actually had the car (which was obviously limited by the time you didn't have it.

As you discovered this is the sort of thing that complicates unwinding a situation.

Thanks for being candid.

I am not commenting on this trader just in general:

The buyer has 6 months inside which they can ask for unexpected unreasonable faults that were always there, or developed later, to be fixed (i.e. be "fit for purpose and of a satisfactory quality" at least for 6 months). But, they have to factor in realistic wear and tear - This isn't defined but if the average mileage is 8000 per year then imho that would make it ~4,000. The car also has to be "fit for purpose", ie if it cannot be used to take you from A to B then it is not. If seller refuses to fix or fails to satisfactorily then the buyer can ask for a refund. Doesn't matter if it's a used TV or a car, as long as it is from a retailer. Of course the average used car trader (in my experience) will probably say get stuffed, in which case the buyer can sue. It is the threat of doing that which often miraculously solves these problems, but if you go ahead and do it you have to be 100% certain of your position because it's extremely expensive if it doesn't go your way.

 

[oldguy57]

Hi,
For me - the biggest takeaway from this buyer’s experience is that they should not have taken delivery of the car with the identified faults still present.
They should have only accepted the car with all the identified faults fully fixed and confirmed.
The problem is that buyers are impatient to get into their “new” to them wheels and this makes them compromise on what they will accept.
This is worse if they have already sold their previous car.
Cheers
Steve

Exactly this. When buying cars I'm after that have some defects (and the price does not reflect those defects) I've asked the seller to rectify, properly, before I would commit to buying. Generally it has worked but if all I get is promises I go elsewhere. There are always plenty of cars for sale. In OP's position I would have not taken delivery and rejected. I'm not sure of the legal position of a dealer refusing to hand back a trade in in those circumstances. Failure to agree to the sale contract terms, ie all the defects agreed to be rectified, surely voids the contract?