Mercedes Arvostelua 492

I have had an extremely poor experience with Mercedes Cosmetic Repair for the second consecutive year relating to my GLA.
In the first year, I had to repeatedly chase for the repair work to be completed due to staffing shortages. This year’s experience has been even more disappointing. I submitted the required photos over six weeks ago and received no response. Despite making several follow‑up calls to understand why I had not been contacted, there was no progress.
I eventually sourced a direct contact number myself and spoke with a team leader. Within ten minutes of that call, I received an email advising that my claim had been rejected. When I called back to escalate the issue, I was informed that I would need to restart the entire process.
Considering the cosmetic repair plan cost me over £800, I find this completely unacceptable. The service has been stressful, poorly managed, and represents very poor value for money. In hindsight, I regret purchasing the plan. I contacted the garage who sold me the plan and straight away said "Its Nothing to do with us".
As a result of this experience, I have now cancelled my vehicle servicing with Mercedes and will be using a local independent garage going forward.

I have given one star because I couln't give zero! I have owned 5 MB cars over the past 17 years, and the current one, a 2018 CLS is the worst car I have ever owned.

I have never missed a service on this or any of my other cars and have attended to repairs at all times. Now I have a 2018 car with 125K miles, not high mileage for it's age, and have had an Airflow sesnor replaced 18 months ago. This has failed again and all MB will do is say that the part is out of warranty.

On top of this their Customer Service people are not replying to any of my communication. I feel like I am not valued as a customer.

MB, if you are reading this, I am sorry to say that I will NEVER buy any of your products again. Tradittionally lesser cars, like KIA are superior to your product. Also your customer service lack of response speaks volumes.

I never thought I would be writing this review, but here we are.

I bought a Mercedes-Benz GLE 400d with an approved Mercedes-Benz extended warranty. The car had just over 50,000 miles. Every single service, MOT, repair, part, fixture, fitting, and labour was done exclusively by Mercedes-Benz. Nothing was ever done outside their network.

In February 2024, I made the mistake of trusting Mercedes-Benz to fix a coolant issue. What followed was two years of absolute chaos.

The damage they did:

· My car went to three different Mercedes dealerships (Cardiff, Bristol, Birmingham)
· Six failed visits to Cardiff – they admitted in writing they could not fix it
· Bristol discovered a snapped glow plug that Cardiff had missed – requiring a full engine rebuild
· During that rebuild, Bristol caused an oil leak on a car that had no prior leak history
· That oil leak destroyed the DPF and catalytic converter – replaced three times without fixing the root cause
· My car had approximately 12 courtesy cars from Mercedes and Enterprise combined
· At one point, my car sat in their garage for 6 months – untouched, unresolved

The evidence they ignored:

I had written admissions from their own senior managers:

· Craig Sheppard (Aftersales Manager, Cardiff) – admitted failure and apologised
· Reece Martin (Bristol) – confirmed the snapped glow plug that Cardiff missed

I provided all of this evidence to Mercedes-Benz in August 2025. They logged my complaint (Case 16378858). Then they ignored it for eight months. They closed one case without telling me (20599504) and opened another without my consent (21231499).

The final outcome:

After two years of my car being off the road, after six months of it sitting in their garage, after dozens of emails, after their own staff admitting fault, after my extended warranty was active throughout – Mercedes-Benz simply gave me back my car and said: "Sorry, there's nothing we can do for you."

I was forced to sell my vehicle at auction. A car with just over 50,000 miles. A car that was serviced, MOT'd, and repaired exclusively by Mercedes-Benz. A car that had no issues until they tried to "fix" it.

What I learned:

· An approved Mercedes-Benz extended warranty means nothing if they refuse to honour it
· Their Customer "Advocacy" Team ignores evidence and closes cases without telling you
· Three different dealerships can fail to fix the same problem
· They will provide 12 courtesy cars and let your car sit for 6 months instead of actually repairing it
· They will admit fault in writing, then refuse to take responsibility

I trusted the brand. I paid a premium for the warranty. I did everything by the book – all services, all MOTs, all repairs within their network. In return, my car was damaged, ignored for six months, and ultimately sold at auction because Mercedes-Benz simply gave up.

They could not fix a 50,000-mile car that was serviced exclusively by them.

Think very carefully before trusting Mercedes-Benz with your vehicle – especially if you have an extended warranty. From my experience, they will find every excuse not to honour it

Extremely Disappointed with Mercedes-Benz

I am extremely disappointed with my experience. I purchased a car expecting the high quality and premium service that Mercedes-Benz is known for, but instead I was sold a faulty vehicle. From the moment I drove it, there were clear issues, and despite raising these concerns immediately, the problems still have not been properly resolved.

The service I received has been very poor. Communication has been slow, inconsistent, and at times completely ignored. I’ve had to chase for updates repeatedly, which is frustrating and unacceptable — especially when you’ve spent a significant amount of money on what should be a reliable car.

To make matters worse, the staff have been unprofessional and dismissive. Rather than taking responsibility and resolving the issue quickly, I’ve been passed around and left waiting with no clear solution. My car is still not properly repaired, and the whole experience has been stressful and disappointing.

I expected far better from a premium brand like Mercedes-Benz. At this point, I would not recommend them based on my experience. Very poor service, faulty vehicle, and unprofessional staff. 👎🚗❌

My experience with the Mercedes workshop in Norwich (and my current feelings towards the Mercedes brand in general) have been extremely soured by their dodgy behavior.  

I commissioned them to refurbish 3 of my expensive alloy rims.  When doing so they "discovered" that the 4th wheel "had a crack in it" and said it had to be replaced immediately (cost £900), even though they had only just put a brand new rim on that wheel a couple of months earlier.

I raised my concern about the need to do this and asked them to keep the apparently damaged alloy (which my photos sahow had no visible damage at all) so I could inspect it.  

Surprise surprise the "damaged" alloy went missing and my concerns were ignored.  I raised this issue again at my last service and asked for either my old alloy or video evidence of the supposed damaged, and was informed that unfortunately they don't have video in that part of their garage!  They once again promised to look into it and get back to me, which of course has not happened.  

This followed an earlier incident where they damaged the interior of my E220 Convertible when they were carrying out some installation work for me - to be fair they did repair the damage they made, but only after I insisted that they must, and no apology was given at the time.

My advice is to insist on the return of damaged parts or get video evidence that damage does indeed exist.  I'm left with very low trust in Group 1 Auto and the Mercedes brand in general.

Mercedes Coventry. My car has been in the garage multiple times for the same issues and I have spent Thousands of pounds on different parts for the same issue that still has not been resolved. taken 3 engineers 2 of them changed different parts and that was not the issue. so they change parts that are not needed to be changed. Their complaints handling is very poor they close you case even though it has not been solved and they don't respond to most of the emails.
My issue has been ongoing since October 2025

Stupid Mercedes Dashcam setting
Mercedes-Benz in Germany have disabled the automatic start of the dashcam in the UK citing privacy issues. This is utter rubbish as there is no legal reason for this in the UK.
It means that you have to activate the dashcam every time you start the engine. That is a real failure in driver safety and protection if you have to remember everytime you start the car.
Every off-the-shelf dashcam can be set to come on automatically. But Mercedes in Germany has even disabled the owners option of automatic activation.

Don’t want to give a star , car broke down Sat 29th January, rang Farnborough Mercedes, told ring back Monday , which I did , they said they could not look at it till Thursday and that would be a diagnostic at a big price , I already knew the problem, I said I needed it for work , but no joy , I got a garage in Basingstoke to mend it ( not Mercedes) they said for a low mileage car this should not of happened, tried to ring where the car had had it’s service history and originally sold from ,Sheffield no call back or interest , Hesd Office the same , weeks went by , I had made a good 20 phone calls , not one back , they got my email wrong twice , about 6 weeks later they eventually offered to look at my car 4 and half hours away , you could not make it up , did they think I had not been to work for 6 weeks , no customer service or help

Very poor experience with Mercedes Stourbridge. Customer service is almost non-existent, and getting through on the phone is a challenge. There seem to be clear staffing or training issues, as no one appears confident in handling queries. It’s frustrating being passed from pillar to post with no real help. This branch seriously lets the Mercedes brand down and needs a top-down review.

Really bad service 7hrs plus waiting in London SE3 but no response!!, unfortunately I have to cancel recovery and order Private recovery. How shameful is this for the company with a big name and this kind of service they provide when you spend thousands of pound to buy their product? Thinking you will never go wrong with Company service and their commitment.

Mercedes Macclesfield - Total shambles!! No positive words can describe our experience and the car only went in for a service and 2 new tyres. How hard is that? Mercedes Macclesfield have proved it to be very hard. Despite numerous things to highlight, poor service, poor courtesy car, poor customer service and to top it off the car has come back with an engine vibration it didn’t go in with. Called 3 times, never spoke to the service department because there is no one available, but always promised a call back. We are still waiting!! Funny, when 4 weeks ago when we bought a new car from them they couldn’t do enough!! Poor poor poor poor. Do not go there.

Purchased an approved used A class vehicle from group 1 Mercedes Benz of Cambridge 30th October 25
Total disaster…….
Told vehicle was inspected before I took delivery, total lie as no tyre canister and 2nd key didn’t work,15 weeks later from taking delivery and less than 5,000 miles covered needs over £1000 worth of repairs to go back onto road and be in good working condition, drop links perished, needs new rotas ( disc ) and brake pads etc and guess what NOT covered by warranty !
Anybody buys extended 2/3 years warranty must be mad as warranty isn’t worth the paper it’s written on…. BIG CON !
Very poor communication, staff do NOT sing from the same hymn book etc etc
Interesting though it PASSED it’s MOT just before I took delivery and above faults not even an advisory!
Pretty impressive I think !
Now steering wheel judders when braking.
Avoid this group 1 mercedes dealership at all costs
YOU HAVE BEEN WARNED……….
Perhaps Purchase a BMW or AUDI ?
Completed an on line motor ombudsman form and then will be starting court proceedings if this dealership doesn’t play fair, must point out had an email from group 1 Mercedes Benz Cambridge to say “as a gesture of goodwill “ they will lower the price I have to pay to settle this dispute must think I came down with the last shower
It’s not about the cost it’s the principal these people have no conscience and cannot lay straight in bed

Chelsea at Colindale was very helpful. Her support is flawless and impeccable. Thanks chelsea

I rarely write negative reviews, but this experience deserves to be shared so that others know what to expect.

My recent experience with Mercedes-Benz Roadside Assistance, handled through RAC, was extremely disappointing. I waited over five hours for help that ultimately never properly materialised. During this time there was very little communication, no clear updates, and no sense that anyone was taking responsibility for resolving the situation.

What made the situation even more frustrating was discovering later that the repair request had been cancelled without informing me, leaving me stranded and forced to arrange and pay for alternative help myself. This resulted in additional costs and a significant amount of unnecessary stress.

I chose Mercedes-Benz because it is marketed as a premium brand that values reliability and customer care. Unfortunately, this experience showed the opposite. Waiting five hours for assistance that effectively never arrives is simply unacceptable, especially from companies that present themselves as industry leaders.

Equally disappointing has been the handling of the complaint afterwards. Despite raising the issue formally, communication has been slow and unsatisfactory.

I sincerely hope that both Mercedes-Benz and RAC take experiences like this seriously and review how roadside assistance cases are handled. No customer should be left waiting for hours without clear information or support.

For anyone considering relying on Mercedes-Benz Roadside Assistance through RAC, I would strongly recommend carefully considering alternative options.

Customers expect reliability in difficult moments — that is precisely when a service like this should work best.

Bought a brand new GLC Premium Plus. 1 week delay in delivery as the drivers headlight was broken. Collected the car and passenger headlight
looked likeit was on full beam but drivers normal.
The app said the bonnet was open and it was not. The drivers seat preset would not hold the presets from day 1 but we thought it was us not knowing what to do.
After 13 days the drivers seat controller broke completely while the seat was fully wound back making the car undrivable
We were told 8 weeks for replacement part. No suitable courtesy car was offered. Been waiting for a refund for 20 days, no one has called us, the emails keep saying we can take up to 5 days to get back to you, its been 20 days.
They do not care
Do not buy a new Mercedes, the cars are rubbish, the customer care is non existant and they do not have parts. They expect you to wait 8 weeks for a part with a car that cannot be driven and will not offer any help.
Worst company I have ever had the misfortune to deal with. 1 star is too generous

Customer service is super shit, anything you need an assitance with Mercedes Stockport UK - they will screw you on pricing and charge you anything. Their intention is just to make money and no service.

Wish I could give no star. We got stranded in France following a burst tyre. Mercedes needed to order a new tyre - that was all that was required. 6 days later I am still waiting on Mercedes to confirm if they have ordered the tyre - which they said could be 2-5 days. So poor, they are awful. I have no idea why Mercedes even offer roadside cover when it is so awful - lesson learnt I will now get decent cover from the AA or similar

My car has been with the garage since 8 January, and the primary reason for this excessive delay appears to be ongoing miscommunication and inconsistent information from the warranty claims department. Each time I contact the claims team, I am given a different explanation, and these explanations also differ from what is being communicated to the Mercedes garage. This lack of consistency has resulted in confusion, delays, and a complete breakdown in trust.

Initially, I was informed that the warranty claim was fully approved, with each approved item clearly listed. Approximately two weeks later, I was then told that one of the items was no longer approved, indicating that the original decision had been changed. As a result, the garage was instructed to submit a new claim.

I contacted the claims department again to confirm that the new claim had been received and was being reviewed. I was assured that it had been received and would be actioned immediately. Despite this assurance, another week has passed with no progress or update and again lack of different stores being told from different people form the claim department.

The ongoing lack of honest, clear, and consistent communication has caused me significant stress and has led me to lose trust in how this matter is being handled. Furthermore, the extended period without my vehicle is now directly affecting my work and day to day life as is causing a lot of stress, . This situation is not only disruptive but also unacceptable given the length of time my car has been off the road and I have been your customer for longer than 5 years.

Worst customer service absolutely useless no one seems to know anything I wonder how some people gains jobs they have so many departments for foolishness wouldn't even give them a star but you have to leave a comment

Need to give ZERO STAR. Bought a new EQB in 2023. Got stranded 200 miles away, as the car will NOT charge. Aparently it was a software issue. Waited till 4am before they rovided with me a new car. Now ( A1 year later) getting a a battery malfunction warning! I have extended warranty nd now 10 days without car ! Stockport Mercedes delaership blaming Merc Extended Warranty and Vice Versa. In the mean time I don't have a car? Also had many bad experience with Stockport Merced. Avoid at any cost. I only go there because it is nearby. They are so unprofessional. Worse than a cowboy garage.