Hi,I just wanted to pass on my official thanks to a member of your service team at Mercedes Crawley.Unfortunately, I had a major MOT failure at my local mot garage on my Mercedes E220 2012. The rear subframe had corroded from within. Having searched and found that this was a known fault on certain models/year and that Mercedes had a 'goodwill' warranty available. I contacted my nearest Mercedes garage which was Crawley.The experience I had from the first call to diagnose the fault through to the resolution was extremely impressive. I put this down to the level of customer care and experience shown by your Service Advisor, Micheal Peters. Micheal took on the issue and at all times kept me informed of the process, he didn't over promise, just provided me with the facts and how this was going to be resolved. In the end, my car was ready earlier than expected and there were no surprises regarding any costs not covered under the goodwill warranty.I always believe that good customer service needs to be recognised, so I certainly recognise Micheal's efforts and his attention to detail.Please pass on my official thanks.Best regards,Leslie Parsonson

Quick response toMy enquiry

Excellent service

Re LD 66 LGAHad car service by youAppears you did not carry out any workReceived no contactCar delivered back with same faults it came in withNot aware of this I paid you £870.00Told you I was not satisfied you arranged for anRAC Mercedesmechanic to visitWas charged £264.00 to repair the fault which you should have doneYou failed to do MOTHow do you think you did?Should I be satisfiedShould I get you to do more engineeringHave been a Mercedes owner for the last 40 yearsWhere has all that Mercedes skill and service gone toYou must know how old I am and must know that it is unlikely that I will buy anotherDon’t bother to reply unless it is company policyJust wanted you to know I am not a happy manA R Porter

Unacceptable Service – No Loan Car Despite Clear Booking availability on the WebsiteI booked my service through the Mercedes-Benz portal and selected both 2nd October and 16th October with a loan car, as required. Both bookings were rejected. Instead of honoring my booking, I was told to accept a “drop & go” service – which is not what I requested. A like-for-like loan car was essential, and I made this clear. The excuse given was that no loan cars are available, with the next date offered being 22nd October. This is completely impractical, as I will be in Ireland that week, and the following week is half-term when we need the vehicle. I suggested that they accommodate me, but the only “solution” offered was to drop my car off at Brighton, which is not acceptable 19miles later. I have been a loyal Gatwick customer for over 5 years, and even bought my most recent car there. This is not the service standard expected from Mercedes-Benz. I don’t know if Cameron Burt is simply passing on management’s refusal, but the end result is the same: no willingness to accommodate a long-standing customer. This level of service is unacceptable. I expect to be supported at Gatwick, not sent elsewhere, and will not settle for anything less. not even worth a star.

I recently enquired about an extended test drive. Your initial response was very good, but when I spoke with your salesman, he seemed to lose interest after I mentioned that I wasn’t yet sure whether I was looking for a new or used vehicle. He said he would get back to me with a date for the test drive, but I haven’t heard anything further.

Customer is also unhappy with being charged two services from Mercedes Benz Gatwick however he said he only had the vehicle serviced once.

Quick response from my initial enquiry and followed up with answers to my questions. Excellent service and definitely appreciate the help and guidance.

Reception from staff was cold and snobbish.

Gary LoweUpper Swaynes BarnRH12 3JD07973261999Mercedes GatwickMy vehicle broke down. Mercedes arrange for pick up and a hired vehicle. I was contacted by Holly Crome to call Mobilio on 0207 9757077 to extend the car hire rental on the 30th October,I called them and told them that I previously called enterprise in Horsham to say vehicle still is in workshops which they said fine.Today 3rd October enterprise called me and said Mercedes was only going to pay for the car rental until the 29th I thought that was odd as Hollow emailed myself on the 30th. and nobody told me I was liable for payment when asked enterprise who was paying they said its covered.I emailed Holly to call me, as you can never get through to service, she said its Mobilio /RAC who I need to speak to, Called Mobilio, no not intertested as they only do break downs, Hollo gave me another number 0161 9332973, they told me that the car hire was for 3 working days as it was for miner mishaps, Mercedes Gatwick only told them half the story as the fan was constantly on as the bill is over £ 3,000 to rectify the fanMercedes charged me 6 hours £ 1200 to monitor vehicle and change a coolant hose,I told enterprise that I would pay them and they can pick the vehicle as soon as possibleHow is this fare, will change my vehicle to another garageGary Lowe